instasmile Reviews

Name: instasmile
Address: 123 Fish Drive, Suite 200, Angier, North Carolina
Rating: 4.66

4.7 Rating 479 Reviews

92 %

of reviewers recommend instasmile

Company Reviews

Questions

Metrics

4.7

Based on 479 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Next Day
On-time Delivery	Greater than 73%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

(855) 955-5910

Email:

info@instasmile.com

Location:

123 Fish Drive,
Suite 200,
Angier
North Carolina
27501

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instasmile 1 star review on 9th June 2020

Ruben Alves

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Big scam... Take money say imprint not good enough then close business and start a new one.... AVOID This is what they say I can see that your order was placed with Denlab Direct some time ago, and this company is no longer trading. This means that your order is closed and cannot be progressed or refunded. I appreciate that this will be disappointing, however there is nothing further we are able to do to assist you with your enquiry.”

Helpful Report

Posted 4 years ago

“Extremely disappointed with their service. They made me take my impressions 7+ times and never provided any feedback or assistance with how to actually take one if every time was not accurate. Finally, when I decided to cancel my purchase when my 8th impression was denied, they said I had to pay for the putty’s and the equipment sent for impressions so far so $100+ wasted and I did not get out if this after 4 months of back and forth..do not purchase it”

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Posted 4 years ago

“Garbage product and completely impossible to get money back from them”

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Posted 4 years ago

“They're charging a $999. for premise teeth that you can find on the internet for $35. Be careful. This is a dishonest company.”

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Posted 4 years ago

“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”

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Posted 4 years ago

“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!”

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Posted 4 years ago

“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”

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Posted 4 years ago

“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”

Helpful Report

Posted 4 years ago

“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 ???”

Helpful Report

Posted 4 years ago

“Horrendous experience ... massively disappointed .. never got past impressions .. just kept turning them down. Absolute joke”

Helpful Report

Posted 4 years ago

“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.”

Helpful Report

Posted 5 years ago

“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”

Helpful Report

Posted 5 years ago

“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”

Helpful Report

Posted 5 years ago

“VERY POOR PRODUCT MADE WITHOUT CARE I have had the worst experience of any product with this company. Although their customer services are in the main very nice and full of promises, their laboratory technicians are well below par. This means that the product is dreadful. I did have one appalling experience with one of their customer service reps who couldn't have cared less and clearly hated their product. I ordered my Instasmile in the Summer on 2018 and at one week away from Christmas and after 3 attempts, I am yet to receive a product that I can wear. My original request for them not to be dead straight was ignored, meaning the 1st set of teeth were so big and bulky that I couldn't close my mouth and looked like a parrot fish. Then delays set in and I considered throwing in the towel and having a refund, but still hopeful of a dazzling white smile I changed my mind and decided to give them another try at getting it right. The 2nd set were pretty and thin, looked like my own teeth but beautifully white, however, due to a lack of care and attention, the finish is rough and one side of the uppers do not meet my gumline and expose my own teeth underneath (which the 1st set do not, so it's not my impressions that are at fault) - obviously defeating the object of them. So I was then promised the perfect set that would be designed exactly as the 2nd set but finished perfectly. What I received was utterly horrendous. They were a different design, thick and bulky with loads of curled extra material on every tooth at the gumline and are extremely ugly. The bottom set are also loose which seems bizarre as my impressions can't have changed! I am beyond disgusted, particularly as their customer services now appear to be avoiding me. They send me emails asking if I am available speak and then don't call me. I am in the process of making a very clear video that I will post to YouTube and Vimeo so that potential customers can see the real product they are likely to receive rather than the endorsed positive videos that people make so that they get free or cheaper products. Ultimately it is a clever idea, but my experience with them has been horrific beyond belief. I really wanted lovely white teeth and thought that Instasmile would be the perfect answer, as due to having sensitive teeth, I am unable to undergo tooth whitening. The reality of their product does not match their promises so beware when considering Instasmile.”

Helpful Report

Posted 6 years ago

instasmile is rated 4.7 based on 479 reviews