Instasmile
Reviews and Complaints

PAINFUL HORSE TEETH - 700 $ - WORST EXPERIENCE EVER ! 
Extremely big and Uneven I asked for straight 
A Promise in advertising hugely 
Total mis-buy / fake / scam 
Bad fit crucially painful 
Communication disaster 
Don’t do what they say in email either 
Don’t do anything keep dragging on 
Sent hundreds of emails 
Now they say they will finally send less then half of what I paid back 
And keep changing date of when I will receive 
Probably won’t send at all either 

! My own teeth are not to bad, they could have EASILY done better if they knew anything about it ! ITS SERIOUS BULLYING !

PAINFUL HORSE TEETH - 700 $ - WORST EXPERIENCE EVER !

Absolute WORST customer service ever. They don't even read the full emails, tell you two different things, then respond in the most curt and incorrect way. I've been waiting for my impression kit for over a month. They never provided any tracking information, so I've no choice but to wait for the kit. Then, I learn it was sent back to them. I email them to send it back out, but apparently they never did. I emailed about not being provided tracking info. They responded to tell me that I should have received tracking info. (I never did and the tracking app on their site doesn't work, at least not for me), and then the service rep sent me the tracking info for the first package that they already received back, like that would help me AT ALL. Then, I asked for the new tracking information, as the rep "Lyle" said that he'd have the kit resent after he'd double-checked my address. Then, another rep tells me, "Only one kit would have gone out and we've held it to get correct address information"--I'd already told her (copied and pasted) the email from Lyle that I'd ALREADY re-provided my address information, so apparently my kit didn't get resent. Their only advice despite not being able to read, apparently? Talk to the post office... Yeah, that's helpful. I'd like a refund. I've asked to speak to a manager several times; they don't even acknowledge that I've asked. Worst, most unprofessional customer service ever.

An extremely abusive marriage unfortunately resulted in my losing numerous teeth due to his beating me so badly. Toward the end of the misery I was able to begin making payments to them for upper snap on veneers. By the time I was able to escape the misery I had finally paid them in full and was sent the impression kit. Unfortunately other devastating life events began unfolding one after the other for a few years during which I'd tried doing them and failed. Well, in March I decided to try again and was told they looked good and to send them in! I no longer had my order number due to the years of moving place to place etc... luckily, through their fb messenger an agent dug and found it for me so i could go ahead and write it on the envelope and get them sent off to them. I notified this agent once they were shipped. My impressions after a week still hadn't made it to them, then, after a month still haven't. Qll the whole i stayed in contact with the fb agent and even with them through email and just the other day I gwt an email with the subject reading "historical order" and this email stated that due to it taking me so long the order was no longer good?!?!?! I paid $600! I knew the refund policy as soon as I ordered and I never asked for a refund. I just want my veneers! My question is if this was in fact the case then why didn't the agent inform me of this rather than finding my order number and sending me the instructions and info as to sending them in to get my finished ones sent home to me?!?!?!?

I have had a very poor experience using INSTAsmile. and I have every intention of filing a complaint with the ComplaintsBoard.com 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!

Once upon a time, I used to be a big supporter of Instasmile. Now, I would not suggest or recommend them to my worse enemy. I've been a loyal returning client for many years now. Up until my last product, the production team would always create such a beautiful veneer to cover, create and align my missing tooth I have in the front, while still following the natural outline of my other teeth. This product that they sent me was not at all what I am accustom to at all. They are not properly centered, extremely bulky and big around all of my teeth that the veneers cover. I reached out to them. Joanne from the Escalations department is not helpful at all. She will make you jump through all these loops, only to tell you there's nothing they can do. The other customer service team members basically all read from the same generic script. I have requested to speak to Upper management or some who will actually listen and rectify my issue. I feel like they are losing their touch. They once has outstanding customer service and product. Now, I feel like I wasted my hard earned money. Especially in such a time like this during the pandemic. I am highly disappointed and it saddens me that they are becoming scammers. I didn't want a refund. I just wanted them to correct the mistakes. People have even noticed and commented on how my teeth look different and asking what happened. I felt so uncomfortable and embarrassed. I will not be putting the new product back in my mouth. Be advised: please do not waste your time or money with these people.

So frustrated! I have now provided 3 sets of impressions and they have all failed. I get no more or further advice other than watch the video and reminders on how to hold and insert the tray into my mouth. It was so convenient that they offered a credit option. I did not have to pay the $1,100 up front. I was so excited about this process and now i am nothing but disappointed and discouraged. The fact that i have to continue to pay $40 for additional material to make more failed impressions is absolutely ridiculous. They offer no other options either. They sent me a link to schedule a phone call with a "smile expert" to help with my molds. How the hell is someone on the phone going to help guide me to make sure im doing it correctly? And how in the hell can they really tell accurately if they're good impressions by a picture or not anyhow? Id rather send them in and wait for an accurate response than have someone look at one pic for 2 seconds and say nope try again... Is it just a scam? Cause thats how its starting to feel... Im paying over a thousand dollars for fake teeth im never going to f*** get! Im so angry! On top of it. Their we'll respond within 72 hours is bull*** I waited over a week to hear back on my 2nd impressions. They never say anything when both top and bottom fail they wait until they call you to tell you so you're waiting and waiting hoping maybe the other will still come back as passed until they let you down. If i would have know it would was going to be this much of a headache i woul have never ordered. From what i have read it is impossible to get a refund to im f***. And i paid for the expedited process which seems pointless now because they're never going to get started be made anyhow because they wont approve my molds! WTF!

SCAMMMMMM! If I could give no stars I would! They got me for $400! Ok so I ordered end of April/Beginning of May I researched and thought it was forsure the best company there good review overpower their bad. SO I ordered just the top to try it out I wasn't about to spend 1000 on both when Idk how they was gonna come out.. etc. So I ordered the top first to see if I liked it before I threw the rest out. A week passes they send me three molds. Two for a tester one for the final mold. The first one I do I did my teeth way to close. Did the final two and sent them in to the email they request you send the pictures of your mold to. A WEEK LATER (that already is succeeding their "14 day cooling off period") they email me back and tell me that they wasn't mixed good enough and to try again. So they mail me ONE mold set to me. Of course I do it. Send the picture and get their automated system that emails you back A WEEK LATER that It didn't meet their standards. I ask them to send me two mold mixture because one is not enough just incase I mess up again. ONCE again they mail me two mixtures and of course a week later they tell me the same thing (since its a automated email) that it didn't match their requirements. I did everything right I watched countless videos I even kept them in longer. I told them this is getting ridiculous & send them every molds picture I have done so far and explained that I am doing it right its the same in every picture because that is just how my teeth are! SO THEY SEND ME TWO MORE & I GET THE SAME DAMN AUTOMATED EMAIL. So I tried to call but due to covid they had told me they are only doing emails right now. So I sent them a email trying to explain that I am doing it right that its just how my teeth are and that I would appreciate if they just made it anyways or give me my money back. THEY SENT ME ANOTHER AUTOMATED EMAIL EXACTLY THEY SAME AS THE OTHERS EXEPT ADDED AT THE TOP "Just like the other email your mold does not match our criteria" SO I emailed them a nasty email. I said "Talking to yall is like talking to a brick yall. Your not even reading my email because if you read my email you would clearly see what I was explaining. EITHER MAKE MY MOLD OR GIVE ME MY MONEY BACK.. (with a couple cuss words..) anyways they emailed me back FINALLY was a real person and told me that sorry they cannot issue me a refund because I passed the 14 day "cooling off period".

This is by far the worst experience with a company I have ever had. I ordered my set of veneers in early August for my wedding at the end of Sept 2020. I ordered the expedited shipping (for an additional $100) to receive my order within 3 weeks as advertised. The first set of impressions failed. No big deal, I still had time, second set failed, I still have time but am running out. Now I'm getting frustrated since I had to wait another 2 weeks for new putty to be sent out to try it a third time. I followed the instructions and videos to a T on all three tries and yet again the impressions failed (I agree with other reviewers that it is a flawed process). At this point my wedding had come and gone. I requested to cancel my order and receive my refund in December . It is now February and I cannot get anyone to cancel my order and give me my refund as requested. They basically took my money and ran. It has been literally two months of emails saying they need to contact me over the phone before they can proceed. I work in a call center and in most days I am unavailable to talk with someone during the day, when I explain that to them they say they need to speak with me first. When they call me out of the blue naturally I am unable to answer. I tried to set up another scheduled call per their process and there are no available times after 3 pm, I work till 5 pm est. I have set up calls for my lunch break only to have them either never call, or cancel the call for "technical reasons" and told me to try to to set up a new call. I emailed them again 10 days ago (2/8) and have received no acknowledgement, call, email, anything. Its 2/17 and I had to send yet another follow up email. In my 15 years of working in sales with a large manufacturer I have never once put a customer through the pain and stress this company has caused me. In the beginning the company and product was exactly what I needed for my situation. I was so excited and looking forward to a smooth and easy order process, unfortunately the only easy part was giving them my money and now I feel like a fool, and quite frankly I feel i've been robbed. Like other reviewers I wish I had read the ComplaintsBoard.com reviews prior to giving some company I have no history with my money (shame on me). There is no logical reason for any company to still not simply cancel an order and refund an unsatisfied customer their money TWO MONTHS after the original request. For the record, in my email exchanges to them I have been polite and not been rude or disrespectful as I know what thats like since I receive it everyday from my own customers and never want to put anyone through that. Unfortunately I'm the one thats being disrespected here by my emails going unacknowledged, and having to ask (9) times for my refund.

So I was and still am in a desperate position after busting my front teeth out during a random accident a few years ago. Well another mishap occurred and I began to search for a solution. Being strapped for money there was no way I would be able to afford a Denist and my credit was denied for a payment plan. Finding INSTAsmile I thought all my worry was over with. NOT AT ALL. This company has done nothing for me what so ever. I placed an order back in January and had it completely paid for in Febuary of 2020. It is now August and I was still waiting to hear about the results of my impressions, I had mailed late Febuary or early March. I assumed the company was suffering do to the pandemic and gave them the benefit of the doubt. Well enough is enough and here we are 6 months later and I still haven't heard a word from them on the status of the impressions I sent in. The customer service has been appalling, to say the least, and are now refusing to refund my money. Yes I saw the 14 day cooling off period, but it has been 6 months with out a word from the Company. They have fed me excuse after excuse stating at first that they were unable to leave me a voicemail and have tried to contact me several times. This is just untrue, I was waiting anxiously for their call. Anything to just give me a little hope for my situation. I also checked my email, my account online which just told me it was still shipping. It does not take over a month to ship a package. I even called the Company twice over the span of a couple of months and was told the same crap about how it's still shipping. At this point I'm so done with the whole process and just want my money back. They are refusing a refund and instead are persisting on sending a new impression kit. I'm not having it! Its been 6 months and if you did try to contact me, you obviously didn't try very hard to reach me or else I would have seen the call, email, or any other form of communication that was attempted. I've now sent several frustrated emails just wanting my money returned and they continue to refuse to do so. My advice for anyone considering this service to fix a emergency is to not. Save your money and go see a dentist instead of having your money stolen by these scammers. I'm out almost $1,000 and have no idea how to get my money back from them. I am so frustrated and angry with the way my order is being handled and I'm sick of begging for my money back! INSTAsmile IS A COMPANY THAT PREYS ON DESPERATE PEOPLE IN THE HOPES OF STEALING THEIR MONEY! DO NOT EVER PURCHASE ANYTHING FROM THEM OR YOU TOO WILL AS FRUSTRATED, FED UP, AND CHEATED AS I FEEL. THE MONEY SPENT WITH THEM COULD HAVE WENT TWOARDS AN ACTUAL DENTIST APPOINTMENT! INSTEAD THEY STOLE MY MONEY AND ARE REFUSING A FULL REFUND. THEY HAVE LIED ABOUT CONTACTING ME AND ARE A BUNCH OF CROOKS OUT TO STEAL FROM THEIR CUSTOMERS!

I had purchased an instasmile order July past year , I have tried to communicate and been waiting for my kit impressions for second time due the first one was no good ,a year later I'm still waiting , I called and the resolution is to give me a discount , on something that I'm still paying this ,is ridiculous , I was with an agent for 40 min for nothing . I am so upset .

On February 5, 2023, I emailed Instasmile with several questions about their product and whether it was appropriate for my teeth. They requested images, which I sent to them via email. Everything was fine on their end, and I placed my order for top and bottom veneers on April 8, 2023. I made certain that I asked all of the necessary questions and obtained all of the necessary verifications, as I do not have money to waste on items that are not suitable for me. After receiving payment, they sent me an email on April 12 stating that their technicians said I fit the product. AFTER I PAID THEM, which is not a very honest way of dealing with their clients. On April 16, I emailed them photos of the impressions I'd made. They approved, and I sent them via DPD. On May 12, 2023, I received my veneers. They were completely inappropriate; they did not fit; I was unable to bite down; and the quality was extremely poor. I kept all of the photographs and the veneers that were sent to me. I couldn't wear them because I couldn't bite down. On May 13, I emailed them images of these issues. On May 18, I was informed that my "warranty had been approved" and that the veneers would be remade. I gave them specific instructions about the problems with the first pair, emphasizing:

Incorrect bite—certainly my top and bottom impressions should have been placed and compared to ensure a good bite—I am unable to close my mouth properly, which is not effective.

Top veneers: two front incisors have white line stripe marks on them that clearly show, which I imagine is a production problem.

Top veneers: the front incisors are not straight, and the canines are not fully aligned either.

Bottom veneers—the right hand side inside area—are unaligned with natural teeth and stick out, causing discomfort.

Bottom veneers, as per the image, do not fit correctly as they are not aligned with the gum line and my natural teeth are showing.

Also, I Imagine that with your technology, you can straighten the bottom veneers. Veneers are meant to cover imperfections.

Both veneers do not click in and have a good fit; they are slightly loose.

On May 18, they asked me to redo all of the images I had previously sent to them. Nonetheless, I made time for these. I requested a callback. I was completely ignored. They told me that an image I sent was not my natural bite, and when they proved it, I was stunned! They kept emailing me with the same questions and requests for photos.

On June 28, I received the second set of veneers. These had the same issues as the first set. My requirements were completely ignored! On June 29, they emailed me and said I could activate the manufacturer's warranty, which they had said a few weeks before. I took the time to send them images once more, and the same thing happened.

I asked for a full refund. They asked me for proof that the fittings were wrong. I don't understand how I can give them proof. They don't fit. I told them to send a courier to collect the two sets of veneers, as I could not bite down and the quality was terrible.

On July 10, I got an email stating, The technicians have agreed to the refund, which will be minus the administration fee of £129. This will leave a total refund of £159. Please let me know if you are happy to proceed with this.'

I declined this because I didn't see any reason to spend money on something that is of poor quality and obviously falls short of what the company's website claims it will provide.

"Custom-Made Clip-On Veneers To Transform Your Smile

Scientifically Tested & Dentist Approved:

A range of solutions ideal for covering Crooked, Damaged, discolored, or Missing teeth"

I did not receive designated and personal customer service.

The impression was that service was not seamless.

Product issues were not promptly rectified."

The veneers did not fit my teeth; there were no cosmetic changes; crooked bottom teeth were not corrected; and so on.

I'm writing to ask for your assistance in obtaining my refund. This entire process has been filled with broken promises, constant stress and anxiety, and disappointment.

I am struggling to attach images but I can send these by email please let me know thank you