Smilelove, providers of clear plastic aligners to consumers across the country, recently told customers that their aligners not only would not be shipped, but that they would not be issuing refunds.

In a recent message posted to Smilelove’s blog last month, the company informed consumers that prices were increasing, employees were being let go and that both marketing and customer service efforts would increase to better address the lack of sales Smilelove is experiencing due to COVID-19.

“Smilelove is claiming they aren’t servicing current customers who have paid because they do not have the money,” said Marjorie Stephens, President and CEO of BBB Serving Northern Indiana.

BBB reports that while once responsive, Smilelove has since stopped answering complaints sent in by consumers to BBB.

In addition, BBB reports that Smilelove’s number of complaints has increased from an average of less than 50 per month to 113 in the past week from customers in 49 states.