“Horrendous product they will send you garbage and hope you go away .
First ones sent were massive and fake , second ones are massive ,fake and dont even fit.
They are paid members of trustpilot so dont believe a word”
“Worst customer service ever! There is NO TELEPHONE SERVICE, and they take up to 48 hours to respond, often not even addressing your concerns. They engage in endless back and forth nonsense without ever helping you with your questions. When my lower impressions were rejected, it took 2 weeks to get another impression kit. When I finally received it, they told me that I had to pay to ship them back - no prepaid shipping bag was included. I am so over this company. It’s been a total nightmare. When I asked for my money back they totally ignored me!”
“DO NOT BUY!!! I spent over $400 on a set &they came cracked. I sent pics &they agreed to replace it. I unfortunately suffered a severe stroke shortly after I emailed them as soon as I was able to &explained the situation &they told me too bad it expired &I’d have to buy a new set. DIGUSTING.”
“Ordering this is like ordering a dress online: you just press a couple of buttons, add some general info, and off you go. Once you ordered, if you miss your welcome call, good luck getting another one. And nobody checks anything with you: just do your impressions and send them across. They will look at them and send you an email if they think they can do anything with it. Don't expect this product to be made according to your needs, or at least have them check if it meets your needs... 🙄 They just 3d print whatever they can and send it across to you after 3 weeks ( you have 2 weeks from when you ordered to cancel if you change your mind. Why would you change your mind without seeing the product, I don't know...).
24h after receiving my product I have sent sent the company an email stating that the product is not suitable for me at all because of the following:
Contrary to the general opinion I do not find them looking natural at all, and I actually feel less confident wearing them than with my own teeth. They're rather bulky and just look almost like them plastic Halloween vampire teeth. 🤦🏻♀️
Secondly, I was not aware of the fact that this product does not cover all your teeth, to the back (nowhere on their website is this specified) therefore the reason I have bought them for ( to cover the 2 missing tooths I have on each side, and a couple of old mercury fillings) has been partially voided ( one of the missing teeth has been cover, but the second one hasn't, which unfortunately makes me look worse)
Also, their online assessment led me to believe both of my missing teeth will be covered (which now they are saying it's not possible?!?!?)
The extra material left on the inside of the bottom set, its bothering the tip of my tongue, almost cutting into it, and the top set is a bit loose. (I removed this. Big mistake, apparently)
I never wore this product and I never will, but the company refuses to remake it the way I need it, or refund it. First they said its made to order (well, Its definitely not what I've ordered, is it?), then they said I should have contacted them within 14 days ( contacted them within 24h of receiving the product), then they said warranty is void because I've filed the product to make it wearable ( product is unreturnable anyway due to hygiene reasons, and I have told them about the problem before making any modifications to it).
This has been going on for 2 months and we still haven't reached a satisfactory resolution. This is a £300 product!!!! (with some sort of discount for paying with their preferred method of pay, otherwise it would have been £500
Don't get scammed by this company!”
“i was refused help, not elligible, fair enough. asked for a refund and im still waiting weeks later. they also continued to take money frtom my card although i cancelled order”
“Same as most reviews below!
Was told the product was not suitable for me, then only received a £23 refund due to the ‘terms & conditions’ meaning I lost the rest & received no product”
“I literally cancelled this order minutes after purchasing! They refuse to issue refund and CS is saying a manager will cancel my order in 30 days and i will get a full refund. From what i have read in the reviews from other customers on the company is this is a game they play. Also they are NOT in the USA they have a small office in Chicago but this company is NOT local to USA. Buyer Beware! This should have been a simple refund situation since no product was shipped before canceling. I received a cancellation ticket # in an email and they still wont refund. They are dishonest and sick! Buyer Beware!”
“We all dream of a perfect smile and it may even be that Instasmile UK is able to do this "miracle" for such low value compared to professional dentists. But unfortunately their customer service is not worth the effort. I signed a contract with them on 05/30/2020 and today 10 days later I still have no concrete answer from them. They were quick to send me the impression kit, I made the molds 2 times and sent photos 3 times because apparently the lower impressions did not meet their standards. I have been trying since Saturday 5th June to know if they accept my upper impressions, otherwise I want to cancel the contract before the end of the 14 day colling off period and so far they have not responded to me. I spoke today in their chat with "Sara" who simply ignored all my questions claiming that I must contact the correct departments to solve my problems and that she is not there for that. So I ask what is the Instasmile chat for? Finally, due to my revolt on Sunday, I wrote a negative comment on their Facebook page, and today I noticed that they banned me, making it impossible for me to talk to them on the messenger and also on Instagram. Now how can I believe in the veracity of this company, if they have this kind of childish attitudes ???”
“Anyone thinking about buying this listen to what I have to say very carefully, I have some small tooth decay on two of my front teeth, I have no teeth missing and I’ve seen 100 times worse teeth on insta smile before and after photos, I bought the kit and after being told it was rejected because of drag which was basically a lie because the person on the video call said I did my impressions good and they should be accepted. I purchased more putty on 2 occasions for £50 because the free putty I was entitled too after doing a video call needed to be processed and they would take forever to respond. Then I got tired of paying and asked for my free putty and just waited to which they told me I would have to send pictures of my teeth for suitability (funny how they only asking for pictures after I’d paid for the kit and 2 sets of putty) after months of back and forth they told me I’m not suitable because of my tooth decay which is a joke because the photos of people purchasing INSTAsmile have way worse teeth and I would only be getting a partial refund. DO NOT BUY FROM INSTASMILE IT IS A WASTE OF MONEY AND TIME NOTHING BUT A SCAM”
“I have had a very poor experience using INSTAsmile. and I have every intention of filing a complaint with the Better Business Bureau, and eConsumer.gov. I placed an order with them and received an impression kit. Recently my dentist informed me of some work that I would need to complete that has curbed my desire to use their product. I contacted INSTAsmile, and have been going through an exhaustive process that has seen them outright lie and attempt to deceive me. Now I have read through their Terms & Conditions thoroughly, and they do mention a 14 day "cooling off period," but only in reference to the impression kit itself. I have acknowledged this, and I readily agreed to the $150 admin fee that is outlined on their website. Yet they still refuse to refund my order, despite the fact that I have not mailed in any impressions, and I have never received a final product. These people aren't even capable of following their OWN guidelines. First they cite the 14 day cooling off period as a blanket cancellation policy, which is untrue. Now they are trying to claim that ANY change in your oral health after placing the initial order completely negates their responsibility to issue a refund. I requested this cancellation at a time where my oral health has not changed, and I have agreed to the outrageous admin fee of $150 despite having only received an impression kit. My hope is that no one else has to contend with this morally dubious, misleading and greed stricken company. I would strongly recommend you look elsewhere for a similar product!”
“says im unsuitable for their product. and i could receive a partial refund? Partial??? I've been saving for these for over a year on hope they would change my life!!!!!! I have seen people using your product with worse teeth than mine. one with all four front teeth missing. I meet the criteria for their smile suitable diagram on their website. FALSE ADVERTISING!! I'M EXTREMELY UPSET. this is honestly BS! I cannot believe this. and your only going to give me a partial refund? no that's completely unacceptable. thieves. this is so ridiculous. maybe you should ask customers to send you a picture of their natural teeth before sending them impression kits. so that people don't lose time and money. oh wait that doesn't benefit you guys does it? crooked as hell.”
“Scam for your money. Cannot believe how unhappy I am with this product. A tooth behind a tooth?? Wouldn't mind if they had smoothed it out to make it look like one tooth but when I open my mouth I'm not receiving compliments I'm being laughed at with two teeth. Honestly shocking I would of gone for the natural set if I would of known the straighter would look like this avoid!!!! Because she basically told me to be happy with what I've got given”
“I placed an order with them on 2/19/2020. Less than 8 hours later I emailed to cancel the order having buyers remorse. This was the companies preferred method of cancellation according to their website. I did not receive an email response back so I decided to place a call to the company to follow up later that day. After waiting on hold for an hour, the representative I spoke with said that he couldn't stop the order as it had been processed and that I should wait for it to arrive and send it back. I asked him why the order was sent since I cancelled the order earlier in the day and his response was he did not know. I received the package a few days later and signed for it. I then called my credit card company and asked how to handle it. I was advised to just send it back and contact the company to request a refund. After contacting the company again, I was told that I will be charged a $150 admin fee for refusing the package. I explained that had they responded to the original email I sent at 6:34am the following day this all could have been avoided. They responded by saying that they get too many emails and often don't check them for 24-48 hours. I am so frustrated about this I just don't know what to do! I guess the lesson here is never to do business with merchants out of the country. I completely feel as if they cheated me...”
“I wish I could leave 0 stars. I ordered my kit back in October 2019, I did the impressions, sent the pics and after 2 weeks of emails back and forth (they wait days to respond) we finally got them approved and sent in. I waited forever got my veneers and they were so tight it chipped my tooth, they didn't fit, if I got the back to fit the front didn't go up all the way and I whistled when I talked. If I got the front the whole way up the back wouldn't go up. I sent a video and they finally sent me a new kit but it took a while.
I did kit number 2, the trays they use now are huge but I followed the directions, sent it in and waited and waited and waited. I tracked it and the impressions had been sitting in their PO box in OH for over a week (Jan 27th). I sent multiple emails and finally February 11th they claim they got the impressions and they failed due to movement. There was absolutely NO movement, I used both hands to hold them in place with my elbows on a table. I even left it in longer than they said to. Now they are refusing to send me out a new kit, they want me to pay for a whole new kit because they claim they sent one and it failed.
They won't get a supervisor, somebody will supposedly call in 48 hours. I have contacted my bank. I would NOT use use them, please stay away. Not worth it. I paid over $600 and got absolutely nothing from them.”
“I ordered on 12th Nov unfortunately I changed my mind and sent unused kit back they received on 18th Nov 19 said I would be refunded within 14 working days upon checking this I was then told it would be 30 days due to their own terms and conditions its been over 30 days now and still no refund my emails are ignored my concerns get deleted on social media and customer service say there's nothing they can do except email the refund department I'm well within my rights to have my money back as sent back item within the 14 day cooling off period I have never known such a poor experience with a company like instasmile STAY AWAY they can't even follow their own terms and conditions and treat customers poorly I want my money back”
“Where do I begin...
My original order was placed back in October 2018, I was sent my impression kit and advised to return as soon as possible. I then posted the impressions to yourselves which were ultimately lost in transit.
My replacement impression kit was then sent out again - my 2nd impressions, again, did not reach you as the label was incorrect and these were shipped to your old address.
Again, another impression kit sent out and another impression sent back to yourselves. This did reach you and was sent back to myself with a rescue kit. My rescue kit done and the impressions sent back to you via Royal Mail (tracked) and proof sent to yourselves to then be told that they were lost in transit as the tracking number had been used on multiple occasions.
Finally, another impression kit sent out via DPD - I took 2 impressions and sent them back to yourselves. These have now arrive only to be emailed to say there is something wrong with them. I then called to see what was wrong to be advised that I would need to pay £45 for ANOTHER impression kit, to then be advised that was incorrect information and I only needed the rescue kit.
After receiving my rescue kit, for the second time (and previously receiving two syringes) I only received one syringe - I quickly called Instasmile and asked if this was correct? The lady on the call replied that this was correct procedure and I would have enough putty for both impressions.
I then waited for my video call and spoke to a lady who told me I need TWO syringes for my rescue kit - as you can imagine I was absolutely appalled.
I have now done a total of 6 impressions and on each occasion been told that my impressions are not acceptable, suitable or lost! I have spent over £400 on a product I am yet to see!
I am exhausted with the continuous chasing, emails and impressions back and forth all causing more and more inconvenience.
I have asked on a number of occasions for a refund on the product as this is now getting beyond a joke. Your customer service advisors are very helpful when I call yet nobody seems to understand why my specific item keeps getting lost, is not suitable etc.
I sent a very similar email outlining my concerns and asked for this to be raised officially as a complaint, this was on the 30th September - I have still 15 days later not received any acknowledgement or response. I tried to call on a number of occasions only to be cut off and when I have spoken to any member of staff have been informed the calls cut off after a certain amount of time?!
I have today been told that someone will be emailing me regarding my complaint but NOBODY can call me as they have nobody who can call me!
I am still without my product 12 months later but the time and effort to get the product is what has cost me the most.
I was at one point so excited to receive my new smile, now all I can do is wait in dread to see what the next problem is going to be.
Update!!! The below email has been received regarding my complaint - Absolutely disgusting as I requested a manager call back over a week ago. This company is utterly disgusting to deal with. I have requested that someone calls me again and that my complaint IS NOT closed!!
Hi Stephen,
Many thanks for your email.
I would firstly like to apologise for the delay in responding to you.
I have looked into your issues and can confirm that you were given incorrect information regarding the rescue kit and that you should have received 2 in the mail. For this I apologise. I can confirm that another rescue kit has been arranged and has been sent via DHL couriers to you today. The agent you spoke to has been dealt with internally.
With regards to the impressions the parcel that was sent to our old address would have been forwarded to our new address via Royal Mail a this was a service we paid for so can only apologise if Royal Mail mislaid your parcel. Unfortunately you are not the only customer who's parcel went missing, hence the reason we now use DHL and not Royal Mail.
So the new impressions you provided although they did fail, can be saved by using a rescue kit and again I apologise you only received 1 but we have arranged for another to be sent and that has left us today. I can see that you have a video call booked in for next Tuesday evening and I have requested that our head smile consultant complete this with you.
Once again I am sorry for the delay in the response.
Kind Regards,
Customer Experience Team
Ticket Status: Closed
Ticket ID 194361”
