Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a loyal Instasmile customer for three years, ordering two sets yearly without issuesuntil now. My recent experience has been terrible. I ordered three new sets because my previous ones kept breaking, only to learn theres no warranty on reorders after 30 days, unlike new purchases.This time, my orders shipped from ************* without notice, yet I was still charged an expedited U.S. shipping feea scam. Its been three weeks, and my tracking hasnt updated. **************** is unresponsive, only sending the same useless tracking link, and Ive received no refund or explanation.The product quality has also plummeted. My latest veneers were paper thin, melted in hot water, and broke within two months. Instasmile used to be reliable, but now it feels like the company has been sold or is under poor new management. The quality, service, and honesty are gone. Dont waste your moneythis company has become shady and untrustworthy.

  

  Business Response

  Date: 11/06/2025

  As a valued and regular customer of *************************** - we appreciate some frustration with the delivery time of the product  we have today provided the following update directly to the customer.  "Thank you for your continued patience.
  Your parcel is most definitely on the move, with an estimated delivery date of  (tomorrow) Friday 11/7/25 before 10:00 PM. Estimated between 9:20 AM - 1:20 PM.  Should this not arrive tomorrow, or should you need any assistance once receiving the order, please do not hesitate to get in touch."  We appreciate shipping times in the ** are adversely affected right now and we trust the package will arrive as per ***** tracking information tomorrow.
  
  

   

   

• Initial Complaint

  Date:10/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went ahead and ordered this as they had good reviews turns out they actually post fake reviews that are not from real people.Finally got my items in the mail and they dont fit properly & they look like they came straight out of the Halloween section in ******** But because Im past my 30 days after purchase because it took forever for their app to get good photos I cant return them. 500 dollars is a lot of money for something I could buy at ******* for 5 dollars

  

  Business Response

  Date: 10/29/2025

  Hi,

  Were sorry to hear that this customer has reported an issue. We can confirm that theyve already been in contact with our warranty team, we have responded to them directly and were currently awaiting additional information from them to move forward with their claim and work toward a resolution.

• Initial Complaint

  Date:10/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $600 I been wanting to return my instasmile.impressions and I feel like they keep denying them to purposely let my order expire now I'm out my money and my order

  

  Business Response

  Date: 10/21/2025

  This customer placed their order over a year ago, in February 2024.
  
  We informed them that their order had expired and is now closed, in accordance with the Terms and Conditions accepted at the time of purchase on October 20th 2025. Unfortunately, this means the order is non-refundable and cannot be actioned.
  
  As outlined in our contract, impressions need to be returned within ************************************************* more will expire after 12 months without recourse. Due to the nature of the product, the materials, and natural changes in dental profiles over time, these orders are time-sensitive,  a point we have communicated clearly throughout the process.
  
  Their order was placed on February 21, 2024. The last support we provided for their impressions was on April 10, 2025, as they had not yet created a usable or accurate impression. They were provided with support and advised they need to try again as the impression was not accurate and could not be used. Unfortunately, the customer did not progress the order further and allowed over six months of inactivity before reaching out again on October 20, 2025.
  
  We regret that the customer allowed their order to expire and confirm that it is now closed, in line with the terms and conditions agreed to at purchase. Should they wish to place a new order, we would be happy to assist and provide an upgrade to their production speed at no additional cost. However, there is nothing further we can do regarding this expired order.

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24042255
  
  I am rejecting this response because:  I emailed many times many photos and asked begged and was denied multiple times unpaid $60O I would like a refund of partial refund anything since they couldn't fulfill their end even after I begged
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:10/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my product on 10/8 and submitted a service ticket with them. They requested numerous photos, all of which i sent. The back of the right tooth sticks out and is not flush with the backside of the gum. Its actually a dull sharp, when my tongue goes over it. They reviewed it and said its ok based on the straighter design i requested. First of all i requested nothing. I did the mold and sent it off and it was accepted. The other teeth on the veneer are flush with the back side of my gum, except the right front one. The additional issue was also the right front tooth was very thick on the bottom, which i mentioned, but was not my main complaint, and i could live with that. The back of the right front tooth veneer sticking out on the back side and not being flush with the gum would not be acceptable to any reasonable person. I should of went on this site to see all the unhappy people. Too many complaints with numerous defects, they all cant be wrong.

  

  Business Response

  Date: 10/16/2025

  The company has reviewed the images and videos provided by the customer and confirmed that the product presents with a good fit well and looks as intended. The tooth in question naturally has a small bump at the back, and the veneer material is designed to fit precisely around the customers existing tooth shape.  While the company understands the customers concerns, the shape of their natural teeth remains unchanged, and the veneer must be made to fit securely around those natural contours to ensure a proper and natural result. The before and after images are exactly what we would like to share on our website as a great example of our product

  Customer Answer

  Date: 10/16/2025

   
  Complaint: 24019874
  
  I am rejecting this response because:
  To suggest the back of the Vaneer front right tooth is not flush to the inside back gums is normal is absurd.  The actual right front tooth is straight as is my left front tooth. The left vaneer is fine and the right one is not. Looking in a mirror it looks fine. Its the back of the Vaneer facing my throat.  I can feel it with my tongue. Having to send photos and video and being told its normal is offensive. I find no pleasure going back and fourth with these people. If you have a filling or a tooth bond with a dentist,  they ask you how does it feel, if you express its not right and it feels awkward, they dont question you like your lying they work on it to make it comfortable. I know what I feel and the back upper side sticks out and is not flush with the inside of the gum. Why is it so hard for these people to understand this.  What do I get out of this if I was lying. Im the idiot for not reading all the complaints about these jokers on the BBB site.  I should have used my credit card instead of a 4 pay with ******. Bad move I could of just disputed with these unsavory business people. 
   
  

   

   

  Sincerely,
  
  **** ****

  

  Business Response

  Date: 10/20/2025

  Hello,

  We have reviewed the images and videos provided by the customer and confirmed that the product presents with a good fit and looks as intended. The tooth in question naturally has a small bump at the back, and the veneer material is designed to fit precisely around the customers existing tooth shape. The shape of their natural teeth remains unchanged, and the veneer must be made to fit securely around those natural contours to ensure a proper and natural result. The product looks great, fits as it should and is an improvement on their natural teeth. We regret the customer is not satisfied, as we have fulfilled all obligations in line with the Terms and conditions agreed to.
  

  Customer Answer

  Date: 10/22/2025

   
  Complaint: 24019874
  
  I am rejecting this response because

  first of all Im getting sick of the lies. I have no bump on the back of my very front two front teeth. To run my finger behind my tooth there is no bump. I told my dentist who says this is absurd 

  I had a crooked tooth to the right of my  right front tooth and thought I would try this.  My teeth are flush with my gums and to suggest otherwise by these jokers is laughable.

  The part of this miserable product in question is my perfectly straight right front tooth, with the backside sticking out towards the back of my throat. 

  They created a flawed product and obviously do not stand by their product. As one person wrote, they should of bought Halloween teeth because it mirrors their workmanship.

  Consumer  beware and read the BBB complaints.

   

  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 10/27/2025

  Our Technician has reviewed this case thoroughly and the outcome has been fed back to the customer in detail.  Unfortunately, we aren't able to send images of the customer's teeth and the outcome with the veneers due to privacy reasons however this would be the only way for us to demonstrate the issue being reiterated by the customer, who has received a fitting pair of veneers as advertised.  Custom-made veneers fit over the top of the natural teeth.  There is genuinely nothing else we can add to this - I wish the images could be shared but that's not allowed to protect the customer's privacy.

  Customer Answer

  Date: 10/29/2025

   
  Complaint: 24019874
  
  I am rejecting this response because:
    Truly a joke. So taking my tongue over the back side of the veneer and it sticks out and not flush with the gum is normal. What a laugh.  These people are awful and all the BBB reviews say it all.  Consumers beware 
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:10/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: July 10, 2025 Amount Paid: $450 Amount Refund:$459 Business: Smile Horizon **** (Instasmile) Address: *********************************** Phone: ************** Website: www.instasmile.com I purchased clip-on veneers from Instasmile after a ****** search and the site claiming ******* happy customers. I paid $450 and received my kit on July 18, 2025. I followed every instruction exactly, yet my impressions were rejected over and over with no clear guidance. When I finally requested a refund, Instasmile denied it, citing a 3-day cooling-off period that is unreasonable and impossible to meet. You cant know if the kit is usable without opening it but opening it voids your refund. This creates a catch-22 that traps customers.I later discovered an email dated July 16, 2025 where Instasmile acknowledged my missing teeth and bite issues, warning their product could be thick, open my bite and prone to breaking, then oddly claiming a thinner version would be more durable. That is contradictory and illogical. Had this been discussed earlier, I would never have gone through with the purchase.Instasmile falsely stated they called me four times (Aug 20, 27, 29, Sept 12). My verified phone log shows only one missed call on Aug 20. Around this time, I developed a tooth infection, saw a dentist and was later prescribed antibiotics and pain medication. I was unwell and continuing impressions was physically impossible. I also suffer from ******************** and I am bedridden, facts I disclosed to them.Their lack of empathy, poor communication and misleading refund terms were unfair and unacceptable. I am requesting a full refund of $450 and a BBB review of Instasmiles deceptive and unreasonable policies.

  

  Business Response

  Date: 10/13/2025

  The customer placed an order on July 10, 2025, for a total of $450, and received their impression kit on July 18, 2025.

  Following delivery, the customer entered the impression process, and has taken 4 attempts at creating accurate impressions to date.  Multiple emails and phone calls have been made to offer guidance and support. Once an impression kit has been opened and used, the order is considered in progress and cannot be cancelled or refunded, as per the companys clearly stated terms and conditions.  Refund requests can only be accepted within the 3-day cooling-off period (prior to starting the impression process). As this request was made after that period and once impressions had already been submitted, the order was outside the refund eligibility window.

  The company also notes that, prior to purchase, the customer was informed that missing teeth and bite issues could affect the outcome. This advisory was provided to ensure the customer could make an informed decision.

  While Instasmile regrets that the experience did not meet the customers expectations, the order and refund policy were applied in accordance with the companys published terms and conditions.

  The order is active for completion at this time and the customer is welcome to attempt the impressions again as the trays provided allow up to 8 attempts.

  Customer Answer

  Date: 10/17/2025

   
  Complaint: 24004341
  
  Complaint: 24004341
  Rebuttal to Instasmiles Response
  
  
  Thank you for forwarding Instasmiles response. After reviewing it, I do not accept their answer and would like to proceed with my complaint.
  
  Their response is not accurate and does not address the facts or their own stated policies.
  
  Instasmile claimed my refund request was made after the cooling-off period and once impressions had already been submitted.
  
  That is false,  none of my impressions were ever accepted. Each attempt was rejected by their team, meaning no product was ever manufactured.
  
  Their Delivery Policy clearly states production begins only after an approved impression is received. That never happened, so my order remained within the refund-eligible phase.
  
  Furthermore, I sent my suitability photos on July 13 and they shipped my kit around the same time... before sending their July 16 warning email about my bite being too heavy and my missing teeth.
  
  That shows they had already approved and processed my order before confirming that I might be unsuitable.
  
  By their own Refund Policy, if a customer provides accurate information and the technicians later decide they are unsuitable, a full refund is required.
  
  Ive gone through every policy, Refund, Suitability, Delivery and Self-Impression and they all support that I should be refunded.
  
  This has been a long and stressful process, and I have provided every possible piece of evidence in good faith.
  
  I respectfully ask that the BBB keep this case open, mark the companys response as unsatisfactory, and advise me of the next steps if Instasmile continues to refuse a refund.
  
  Thank you again for your time and for helping consumers who deserve fair treatment.
  
  Sincerely,
  ***** *******
  
  
  

  

  Business Response

  Date: 10/20/2025

  
  We advise that natural teeth images are submitted on the same day an order is placed, before the impression kit is sent. This is outlined in the order confirmation email sent to customer on July 10th. They provided images on July 13th, and we confirmed their suitability on July 16th. Their impression kit was then delivered on July 18th, meaning all necessary information was reviewed and provided to them before they even received the impression kit and before the cooling-off period expired on July 21st 2025. Customer proceeded to take impressions, thus beginning the process and has had assessments and support provided throughout.
  
  As advised, the order is not refundable at this stage, but it remains active for completion. We do want to support the customer in completing their order successfully.
  
  We encourage the customer to connect with us by phone ahead of their next impression attempt so we can provide full guidance and help to achieve the best result.
  
  
  

• Initial Complaint

  Date:08/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account creation and purchase was on April 25th for top and bottom veneers. Purchase order also included the additional charge for a rush on said purchase.After numerous correspondence with the company and numerous impressions uploaded and rejected, uploaded and rejected, eventually I was sent a set of trays that I did impressions on and they were sent to the company. After 2 weeks of trying to reach them by phone, they finally approved my impressions with uploaded video and pictures. Nothing was mentioned about the rush on my delivery until I mentioned it and then they said oh. Oh it looks like. Yeah we'll go ahead and get right on that. I received my initial veneers and they were ill-fitting and broke into multiple pieces within 3 days. I have since been given the choice of them sending out a new impression kit or trying new veneers using the impressions that they have on file. I agreed to this and promptly about 2 Weeks later I received a new set of upper veneers these also promptly cracked within 2 days and I've been sent out a second pair and they also cracked. I'm half tempted to put this entire message through chatgpt because it would appear that all of their emails to me are either fill in the blank get outta trouble, or are written after prompts.I inform them that I would be writing and posting this that a better business bureau and I got another generic email stating oh, you need to show us a video of you placing your veneers on and how they are ill-fitting. Never have I had a company ********* me so hard and try to retreat behind their warranty.

  

  Business Response

  Date: 09/01/2025

  The customer raised a concern regarding their free replacement Instasmile on 27 August. We promptly responded, requesting photos and a short video to investigate further, as having two products break in such a short time requires a full assessment. To date, we have not received the requested information. Once the customer provides this, we will be able to complete our investigation and carry out a full assessment.
  

• Initial Complaint

  Date:08/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I haven't even received my order yet. It's been two weeks past the delivery date. After 4 days I got a response that the bank holiday was holding up my order. Keep in mind that this bank holiday was a week and a half after the delivery date was supposed to be made. It is also a UK holiday. This morning I received a notification from *** that my item was going to be delivered by tomorrow and it's not even being shipped from the ** where I shipped my impressions back to. My veneers are coming from **************. So yes I am a little confused why they claimed this bank holiday held up my order when my order wasn't even in their hands it was here in the ** being worked on by dentist not their company. Will update review once I receive the product for quality of the item.

  

  Business Response

  Date: 09/01/2025

  We are sorry there was a delay with the customers case however we confirm it was shipped on 27th August via *** and the proof of delivery shows this was delivered on 29th August at 11.23am.  If the customer has not received the item they must raise this as a matter of urgency as a case will need to be raised with ***

• Initial Complaint

  Date:08/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Buyer beware, Instasmile took my money and never delivered my product. They make contacting them difficult, I was hanged up on a few times, phone just disconnects. I sent the best impressions possible, but they refuse to make the product or refund my money.

  

  Business Response

  Date: 08/08/2025

  This order remains active for completion, with the last customer contact recorded in April 2025.
  The customer has received a self-impression kit and has made five separate impression attempts. After each failed attempt, our team made numerous follow-up calls. In every instance where calls went unanswered, we sent detailed instructional emails instead. The customer has never returned any of our calls.
  The trays provided are suitable for up to eight total attempts. The next step is for the customer to reattempt their impression. However, given that they have not yet taken advantage of a coaching call, we strongly recommend they do so before attempting again.
  As we have explained previously, we cannot complete the order for custom-made veneers without an accurate and approved impression. Once we receive this, we will be able to progress the order to production.
  

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had the impressions sent to me and the first attempt did not go well so I was unhappy with service provided and now I am having to have my teeth pulled so no longer need it and want a refund and have been denied my request for refund even though I was never provided the service that I have paid for.

  

  Business Response

  Date: 07/10/2025

  were sorry to hear about the difficulties the customer has experienced.
  We understand that their circumstances have changed, and were genuinely sorry to hear about their dental health situation. However, wed like to clarify the basis of the order and the applicable refund eligibility.
  When the customer placed their order in March, they agreed to the terms and conditions, which state that the product is custom-made and, once the 14-day cooling-off period has passed, is no longer eligible for cancellation or refund. An impression kit was dispatched, and guidance and support were provided to assist with completing the impressionsthis forms the core of the service purchased.
  Although the first impression attempt may not have gone as planned, this is not uncommon. The team is always available to support retakes in order to ensure that the final product is accurate. Therefore, the service was actively being delivered, even though the product had not yet entered full production.
  While were unable to offer a refund due to the stage the order has reached, we sincerely sympathize with the customers situation. Wed be happy to allow the customer to transfer the order to someone else as an exception if they wish to consider that option. 

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23580283
  
  I am rejecting this response because:

  I did not receive the good or service that I paid for so I should be entitled to refund even if you take off a portion to cover the impression kit I am willing to accept partial refund.

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/14/2025

  The company is sorry to hear that the customer remains dissatisfied. While it understands the customers position, it must respectfully reiterate that a refund is not possible in this case. As outlined in the agreed terms and conditions, the product is custom-made and, once the cooling-off period has passed and services have commenced, the order becomes non-refundable.  The impression kit was dispatched, and guidance and support were providedthis constitutes a significant portion of the service. As such, even though the final product was not completed, the service was already actively being delivered.  While a refund cannot be offered, as a gesture of goodwill, the company is happy to allow the customer to transfer the order to someone else who may be able to benefit from it. If the customer wishes to explore this option, the team is available to assist with the necessary steps.

• Initial Complaint

  Date:06/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased veneers through Instasmile based on their advertised website fof creating a natural looking smile. When I received my veneers the top were way too long and thick. someone commented i looked like a horse I immediately notified them of the problem. After sending imaged and a video of the issue they agreed their was a mistake saying with the current veneer it is sitting higher up on the gumline as the impression was not accurate, We do apologise for this. If you would like us too we can recreate the remake veneer in a natural design for you, With this the veneer will follow your natural teeth still repairing the broken or missing teeth but would not provide a straighter smile, however this would be the thinnest veneer we could provide. I agreed to move forward with recreating new veneer following my natural design and thinner material When finally I received the remake about 12 weeks into the process, I was so disappointed. The remake veneers were no different than the previous except for 1 front tooth was minimally smaller and the material was no thinner,. I look like I went to a costume/Halloween shop and bought a pair of fake teeth. I notified them immediately requested a refund. They have responded that i do not qualify for a refund Do not purchase veneers from Instasmile . They do not stand behind their product and they are uninformative, misleading, do not stand behind what they sell and their customer service is terrible,There are plenty of other companies who provide the same service that provide a much better product as my sister had hers done somewhere else and she is very pleased

  

  Business Response

  Date: 06/25/2025

  We are sorry the customer is not happy with her new smile.  We have delivered exactly what we advertised.  The product fits and looks good in the mouth and has met with the customers goals of covering the chips in her natural teeth.