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:06/12/2025

  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.

  This company has made it IMPOSSIBLE to receive fulfillment of their product. I have suffered through sending in SEVEN molds of my teeth all of which have been rejected by their technicians. The excuses for not holding up THEIR end of this transaction have ranged from distortion, depth of teeth, new technicians who are "still learning", etc. I receive an excuse every time I go through the agonizing and painful process of these tooth impressions. The molds involve hot putty that mold around your teeth and gums, to which I followed the directions EXACTLY... SEVEN TIMES! Instasmile has claimed "tooth depth" repeatedly as an excuse for not fulfilling my order. However, it is THEIR responsibility to reject and refund customers who they cannot make the veneers for due to insufficient dental circumstances (such as short teeth, in my case). Customers submit dental pictures prior to the molding process for eligibility. They deemed mine suitable and should not have. They owe me a full refund for putting me through this horrific process which is now causing peeling gums from all of the molding attempts without delivering their product. This is indicative of scam behavior. I am entitled to a full refund. Additionally, they are refusing to refund my ****** account rather than simply maintaining integrity of their company by refunding my money. They have also prevented me from even submitting further teeth molds in their system by removing the "upload photos" option on my account. They are sabotaging fulfillment on many levels and behaving completely unethically.

  

  Business Response

  Date: 06/16/2025

  This customer has raised a chargeback via their bank which we are cooperating with via the correct channels.  

  Customer Answer

  Date: 06/21/2025

   
  
  Complaint: 23456532
  
  
  I am rejecting this response because:
  
  That is a lie. They fought PayPal and refused to credit my account. That is what this company does: They lie. You are obligated to refund me in FULL. I paid for a product which I am not receiving. You are a SCAM. You have not invested money into my veneers, there is nothing lost on your end in refunding me. A large portion of your income is based on unfulfilled orders. This is obviously going to court, in addition to the $550 I am owed, all of this continued torment and time wasted will be accounted for.
  
  Sincerely,
  
  
  
  Halley Kilburn

  

  Business Response

  Date: 06/24/2025

  The chargeback raised by the customer is still under investigation with PayPal.  

  The contract which the customer accepted at the point of sale states : and point 8.07 is relevant in this case

   

  8. OUR RIGHTS TO END OUR CONTRACT WITH YOU
  8.1 We may terminate the contract without recourse if you are in breach if at any time:
  8.01 You do not make any payment to us or a third party finance provider when it is due and you continue to not make payment within 7 days of us or the payment provider reminding you that such payment is due and your account enters into default;
  8.02 You do not, within 90 days from order, provide an accurate impression that our technicians can work with to manufacture a bespoke product.
  8.03 It becomes apparent that you have provided us with dishonest or inaccurate information or images during the order process to affect your suitability for the product;
  8.04 You move address, change the delivery address or fail to accept delivery of the products without letting us know and we are unable to deliver the Products to you;
  8.5 You make or publish any fraudulent, untrue, defamatory, threatening, abusive, offensive, obscene or otherwise inappropriate statements or allegations about us, our officers or our employees, online (including on social media) 
  8.06 Your Order with us was placed over 12 months ago and you have not been in contact with us for a period of 6 months or more.
  8.07 You lodge a chargeback with your payment provider.
  8.08 You return physical impressions into us without written authorisation from us to do so after a visual impression check.
  8.09 Your dental profile changes from the time of order thus affecting a. Your suitability for the product and / or b. Impressions on file.
  8.2 If we agree not to terminate the agreement (in part or in full) and are able to reach a compromise with you, we reserve the right to charge an administration fee at our discretion and waiver any warranties associated with the product.
  8.3 If we are unable to manufacture a fitting product due to an inaccurate impression(s), we reserve the right to charge an administration fee at our discretion and waive any warranties associated with the product.

• Initial Complaint

  Date:06/03/2025

  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.

  RUN RUN RUN! Horrific will not give you your money back even at their error. So thick i cant close my mouth. Doesnt meet the gum line and huge teeth randomly put these two little dog-sized teeth. So difficult to get a hold of. Wait wait wait then tries to say they wont refund because of some timeline they dont tell you about. Do not buy from them. They keep extended days to contact you to purposefully put you past their 14 day warranty. I contacted immediately when l received the teeth and i still cant get my money back

  

  Business Response

  Date: 06/04/2025

  We are sorry the customer has a fit issue with the veneers.  This is covered under the 14 day manufacturer's warranty.  A claim has been raised and we are liaising with the customer to provide the details needed to approve the claim and rectify it.  

• Initial Complaint

  Date:05/28/2025

  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 saw an add about Instasmile promising to make veneers not saying it was contingent on perfect impression or I would have know my brother with Asperger could not possibly do ***** I paid them $350 and now they are telling me I wont get any kind of refund. They have sent out 2 trays and checked about 6 pictures for my $350! I am caring for my brother who still has no teeth!!!

  

  Business Response

  Date: 05/29/2025

  We are unable to locate the order concerned, as this BBB contact has been raised by the sister and the details provided do not allow us to match this to the order.    

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23388237
  
  I am rejecting this response because: The name of my brother is ***** Sanderson 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/30/2025

  I cannot locate an order in the name of ***** *********.  

  Also for security purposes I need to ensure that any order is discussed with the owner of that order.  I am really sorry - my advice is to ask your brother to reach out to instasmile directy for assistance.  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23388237
  
  I am rejecting this response because: I am the person that you received the money from. It is impossible that you cant locate one of our names!
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/30/2025

  This is a public forum and I have to be mindful of asking for any personal information in that field.  I searched by both names and the email address you entered when you opened this complaint.  I cannot locate the order concerned.  Please reach out to instasmile directly for help - we will advise and help as much as we can.  This is not the correct place for me to ask for further information to locate the order as I would need billing and shipping informaiton and that needs to be shared securely.

• Initial Complaint

  Date:04/10/2025

  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.

  On 2/28/25 I ordered teeth from instasmile. They hurt my teeth and if I leave them in for a few hours my real teeth shift and dont align for a while after removing them. Ive been talking with the company but Im not getting any where with them. Please help. I paid $550 for them. I cant wear them. Thank you. *****

  

  Business Response

  Date: 04/10/2025

  We are sorry to hear our customer has an issue with the fit of their custom made veneers.  On the 4th of April we received contact from the customer to advise us of this and we responded to ask for images and a video so we could resolve it. We are still waiting on one last video to be able to submit the warranty claim.  I will reach out again to the customer with a reminder

• Initial Complaint

  Date:03/21/2025

  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 ordered veneers they send you a mold kit I have done 6 molds the way there video tells you how to do molds they have called me a told me how to do molds, so I do molds and they deny molds 6 times, now they will not answer my emails or phone calls.

  

  Business Response

  Date: 03/21/2025

  This matter has already been resolved directly with the customer.

• Initial Complaint

  Date:03/18/2025

  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 ordered the impression kit for $437.50. It quickly became clear that no matter how thoroughly I completed the impressions, they would not be accepted by the company. Every time I took the Impressions again I was told that the impression was not deep enough or clear enough. After 5 attempts I bit down so hard on the tray that I could visibly see the blue plastic through the impression material yet I was again told it's still not deep enough. This final attempt caused one of my molars to break and the outer portion of the white tooth enamel peeled off revealing an old filling underneath. I contacted my dental office and spoke with a technician who advised me not to retake the Impressions again. I have a bridge on my front teeth and I was in danger of pulling the bridge off. The material in the impression trays is extremely sticky. You are to boil it for 90 seconds at which point the impression material melts out of the tray and stuck to the pan ruining it. I could not get the green sticky rubber off the pan and had to throw it away. This tells you how sticky this material is on your teeth. I spoke to customer service multiple times asking for assistance. I am seeking a complete refund because no product was delivered to me. I now have a broken tooth which must be repaired at the dental office which will be hundreds of dollars with no insurance. There was Zero customer satisfaction, 0 product delivered. I would like the full $437.50 returned to me please. This company failed me all the way around. I am including a photo of the final impression attempt where the blue plastic can clearly be seen yet I am still told that it is not deep enough and must be retaken again. When I talk to customer service on the phone they said that my tallest tooth must touch the plastic and that is exactly what happened so what is the problem here? They are now advising me to take the Impressions yet again and I told them no. After the broken tooth I can't risk taking another impression.

  

  Business Response

  Date: 03/18/2025

  We are currently waiting on this customer to advise us if she wishes to continue with the order following confirmation that the instasmile is suitable for her dental profile. We have given an option as an exception if she does not wish to continue to cancel the order minus $149 administration fee.  It is the customers responsibility to ensure before purchase that they wish to enter the process and that they feel they are suitable.  We know we can make a product for customers who wear fixed bridges and fixed crowns, we do so all the time.  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23080312
  
  I am rejecting this response because:
  

  The company is asking me to retake the impressions for the 6th time after I have already informed them that the fifth attempt broke one of my teeth. As stated before, I have spoken to my dental office who has advised me to not take any more Impressions because the repeated stickiness and suction of the product could pull the front bridge off my teeth. This bridge is around $4,000 to replace and I do not have insurance for this. I have asked them to refund the full amount that I have paid to them and they continue insisting that they will charge me a $149 Administration fee. I would like the full amount refunded to me because I feel that this is false advertising. At no point in any of the advertisements is it stated that you will be asked to retake these Impressions over and over again and that they will continue to be denied every time. Maybe this would be fine if I had perfect teeth but I don't and I am scared to risk doing more damage to my mouth that I cannot afford to fixed. I have an appointment in April to fix the one tooth that broke already. 

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

  

  Business Response

  Date: 03/19/2025

  There is no full refund option however a refund less administration fee remains open.  Our impressions kits will not cause damage to healthy teeth, fixed crowns or bridges, and we do advise customers that our product is cosmetic and the use of this is at their own risk.  We would advise the customer to reach out to us directly to confirm the cancellation if they do not wish to proceed.  

• Initial Complaint

  Date:01/21/2025

  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.

  The process for fulfillment is flawed and appears to be ripe for the business to outright steal the customers money by stringing them along. I ordered this product for my boyfriend over 4 months ago and have gone through a lengthy back and forth to have the veneers made. The customer service clearly has not been helpful or the company is deliberately rejecting the photos to prevent their responsibility of fulfilling the order. In any case, they refused to refund money due to impressions being taken. The problem is, you will not know if the product is suitable without the impressions. This company collects the money from its customers but has a business model that allows them to indefinitely delay delivery of product. There should be a reasonable time limit for return, as well as a time limit for determining eligibility. If 4-5 attempts at impressions do not produce results that are promised upon payment, a refund should be standard. This is a shady business practice.

  

  Business Response

  Date: 01/21/2025

  I am sorry you have not yet provided an impression that is accurate enough to manufacture your new smile after 4 attempts - these are custom made veneers made to the exact intracacies of your own dental profile, not a one size fits all, and we need to ensure that your veneers fit your teeth without any gaps or fit issues. A distorted impression with insufficient depth capturing the measurements of your teeth will not achieve this. You have paid for a quality product and that is what we intend to provide. We do not offer the option of cancellation once the impressions process has started but we do everything we can to assist you through the process to ensure the end result is a fitting product you can be proud to wear. I see we have reached out to you with further assistance including the opportunity for us to assess a video of you taking your impressions which our Technician will assess and provide specific feedback to you so we can ensure you are able to provide the impressions needed to complete your order.  You have 4 remaining attempts on the tray you have and we hope you will take up this offer to enable us to help you.

• Initial Complaint

  Date:01/16/2025

  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.

  I ordered veneers from Instasmile ( Re: ********) they first sent the impression kit to the wrong address after assuring me on the phone that they had corrected the address. I went and got the package from the address they delivered it to and did my impressions. They waited to tell me that the impressions weren't great (or the photos) and that I would need to do them again. They also said I couldn't submit new impression photos without first speaking with someone at Instasmile. They called once but hung up after 1 ring before I could even answer and then did not return my calls. I waited a little while and tried again and still got no return calls. As this has now been going on for a year I finally just took new impressions and submitted the photos anyway. The website still shows my order as active and indicated I needed to upload new photos, which I did. Which brings me to today. When I received an email that said they needed me to redo the impressions again and to call them to be walked through how. THEN they sent what is below. "Hi *********,Thank you for contacting us about your order which was placed over *********************************************************************************** line with the terms and conditions accepted at the time your order was placed, and is non-refundable. You can read more about that here We advise that impressions need to be returned to us within 90 days, and that any order over 12 months old with no contact for a period of 6 months or longer will expire without recourse as is the case here. Due to the nature of the product, the materials and the dental profile which changes naturally over time, these orders are time critical which is explained in the contract and all of our communications. "I never received veneers to begin with and the order is still listed as active on their own website.

  

  Business Response

  Date: 01/16/2025

  We do advise in our terms and conditions that any order that was placed more than 12 months ago with no contact for 6 months will expire and be cancelled without recourse.  In this particular case, we have carried out a review and can see some historical notes relating to the customer needing treatment.  On that basis we are reviewing the status of the order with the customer directly.

• Initial Complaint

  Date:12/18/2024

  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.

  Aug 4 2024 I ordered a top piece from isnt smile at the time I was told a 15 day turn over for manufacturing so I paid $50 more for a ten day turn over on manufacturing. By aug 14 they weee not even In Manufacturing so I escalated the order with them. On aug 20 they finally started manufacturing then finally on sept 3 they were on their way to me so when I received them after I had went on vacation without them which is the reason I got them in first place! Now the piece broke back on nov 4 I reordered my replacement which was covered under warranty and approved on nov 7 so when I had still not received it by Dec 4 I called and they apologized and said it would be expedited so now here we are at Dec 18 with nothing and it was suppose to be In Manufacturing Dec 11 now in the Dec 17 they are sending me an Impression Set again I am going so now I will have to go through Christmas w a broken one 10 days or 15 days is long gone now we are at 2 + months

  

  Business Response

  Date: 12/19/2024

  We are sorry there have been some administrative issues on our side with this order but we are pleased to confirm the replacement veneers have been made and shipped and are due to be delivered today - we have reached out directly to the customer about this today.

• Initial Complaint

  Date:11/25/2024

  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 ordered both upper and lower from instasmile I told the to cancel the order right after I placed it. They refused to cancel it. I have reached out to out several times times by calling and emailing and they are refusing to provide the service.

  

  Business Response

  Date: 11/25/2024

  The customer ordered in August.  This order, once outside of the 3 day cooling off period is not eligible for cancellation in line with the terms and conditions accepted at the point of sale.  The customer has raised claims with her payment provider without success and continues to do so.  This constitutes a breach of contract.  The outcome of this now lies with the payment provider ****** and not instasmile.  There is nothing we can do at this stage.