instasmile.com

Hi Joanne,

You’ve already looked at my order and refused to refund me even though I have cancelled before 14 days. I was refunded what I paid for “fast delivery” and nothing more. Then your company forced ugly veneers onto me even after I said I didn’t want them. I want my money back.

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...

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 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

This company stole money from me claiming there was a 14 day cool off period for a refund. I had e-mailed 11 days after I made a purchase for veneers. They claim I was outside an alleged 14 says cool off period. I have not received any veneers even tho £75 was paid for production within 10 days. This is a scam and most of these positive comments are indeed fake. This company is full of employees that know nothing about the law and legal contracts. They are criminals after your hard earned money. Do not make the mistake of trusting this company they WILL rip you off.

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

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.