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:05/23/2024

  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 paid ****** for top and bottom veneers and 150 of that was for a warranty that they do not adhere with. They have told me to send them an email and I have sent at least 20 emails over the past 8 months. I sent them the first saying that I wanted a refund because they are made of the cheapest material in the world. Plastic!! I didnt hear anything back from them even though it said they would call me back within 2 business days. A few months later the top broke so I called them and they said to take a picture and send it to them and they would make it right. I sent them a picture and they sent me a veneer that mustve been made for someone else because it will not fit in my mouth AT ALL! I called them and told them and again I was told to send an email and I did and again no response. Now the top has broke for a second time and I am tired of sending emails to get no response. ****** is a lot of money for a piece of c*** plastic that broke before I had them for a year. The year is not up yet and I feel like theyre going to wait until the year is up and then tell me oh well, your one year warranty is over now. I dont suggest anyone to use this company. They absolutely do not care once they have your money and they tell you to email them and then you never hear from them. I dont see how this piece of plastic is worth anything much less the amount of money they are asking you to pay for their product and customer service is non existent after theyve received your very high amount of money that you have sent to them.

  

  Business Response

  Date: 05/24/2024

  We provided the customer with her clip in veneers made specifically from her impressions - these were shipped 18th September 2023.  The customer was a little disappointed that these did not clip to the very back teeth and we explained that in the order process we only cover the front 10 teeth.  The customer also advised that the bottom veneers were not in the package either but this was overlooked by us - we made an error.
  In November the customer called to use one of her warranty claims as the to one had broken and mentioned at this point that she struggles to receive our emails.  The entire order process is conducted by email and there had been many interactions prior to this both ways. At this point she raised again that she had never had a lower product.  We immediately arranged for a replacement upper to be sent and the lower to be sent.  These were shipped on 22nd December.
  On 2nd January 2024 the customer contacted us to say the replacement top veneers did not fit her mouth - we replied the same day to request some visuals to understand what had happened as replacements are made from the exact same scans and designs as the first product. 

  We advised we needed to receive within 14 days the following:
  Clear images demonstrating your issue
  A description of your issue
  A short video showing the product being clipped on to teeth, and removed (ensure this is close enough to see the gum line and you explain any issue you are experiencing)
  Natural bite images with and without the product in place - Please ensure your teeth are in your the natural resting position. Relax your jaw and bite together. 
  
  On 5th February the customer called us, saying she had sent this information but nothing had been received.  We asked for it to be resent and would extend the deadline under the circumstances.  
  The customer replied on the same day with 2 images of the product out of the mouth so we replied and asked for the further information as requested in our email of 2nd January - we have heard nothing further from the customer since that point.  
  If a product does not fit, we warrant to address it but we need to see what the issue is to check why - has the customer received someone elses product, has the customer had a change to dental profile, has their been a manufacturing error - examples of how this can occur.  We cannot establish that and provide a solution without the visuals.  

  
  To simply send another one may result in the same issue repeating itself so we wuld mitigate that by carrying out a full assessment.

  
  There has been no further contact from the customer since 5th February.  We have still not seen any evidence that the replacement upper provided in December does not fit. If the customer can provide what we asked for at the beginning of the year we will be happy to take a look even though considerable time has passed.  We would expect to see the top veneer in its original condition as it is reported as a non fitting product.  

   

  The customer has one remaining extended warranty claim on her order that would expire in December 2024.  

  
  

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21752373
  
  I am rejecting this response because:

  I have sent countless emails to Instasmile and received emails back saying that I would receive a response by phone within two business days and I have never once received a response by phone. I also never received a response by email other than saying that they would call back until I called the BBB. Once they receive your money, they do not care about the satisfaction of the customer. They will not return your money and its just plastic. Everyone knows that plastic is cheap. Instasmile is selling recycled plastic to people for ******!!! I thought for that price it would be something more durable. I ordered upper and lower veneers but since receiving the upper and having it break twice in less than a year, I do not want the bottom but they are not going to give any refund at all so Im asking them for two upper veneers to replace the broken one. I will update if they can send me the replacements. The replacement they have already sent will not fit in my mouth at all. The reason I chose Instasmile was because they are backed by the BBB.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/10/2024

  The following email was sent to the customer 4 days ago reiterating everything - we have received no response to date.

   

  4 days ago (Thu, 6 Jun 2024 at 3:49 PM)
  
  Hi ********,
  
  Thank you for your email,
  
  I do apologise for the frustration you are experiencing. After reviewing your case it seems you placed an order for the upper and lower veneers but only received the original upper product. You reached out to us regarding this but this was overlooked so we do sincerely apologise for that. 
  
  You then advised us that the upper veneer has broken so we arranged for this to be remade using the original scan and design on file along with the lower veneer. You received the products and advised that the upper veneer was not fitting correctly and from there evidence was requested. I cannot seem to locate the requested evidence from you in regards to this claim only two images showing a broken upper veneer, at this stage we were unsure as to whether that was the original broken veneer or the remade veneer which was broken. 
  
  At this stage there has been a considerable amount of time that has passed however we would still be willing to look into this claim for you but we would require the evidence so that we can provide a full assessment of the issues you are facing. 
  
  Our fear with providing a like for like replacement of the upper veneer is that you will face the same fitment issues with the new product that you did with the latest one you received back in December, this is not what we want. 
  
  In order to understand the next steps which need to be taken can you please answer the following questions:
  
  The upper veneer that was received in December, Has this been worn and is now broken? Or is this unworn and intact?
  What were the fitment issues you faced with this product? Was this tight to the point of pain, Loose or not sitting flush to the gumlines?
  
  We look forward to your reply so the issues you are facing can be resolved. 
  
  
  Ticket ID ******
  Thank you 
  ***
  Senior Customer Advisor 
  **********************

• Initial Complaint

  Date:05/02/2024

  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 submitted a down payment on an order for customized veneers. I set up a payment agreement, basically like a lay away, for veneers to be made in the future once they paid the total amount and once they approved my impressions. After making the down payment of $174 and two payments of $65.95 I experienced a financial emergency, contacted the company prior to my next due date to notify them Id be late and how could we work through it, and after my due date passed I received an email demanding paymentS, I only missed one payment, singular not plural, and they said if I didnt pay them in 7 days my lay away account would be closed and the remaining balance for the veneers that have never been made, again this is a payment plan for the FUTURE production of customized veneers, and at this time they havent even approved my impressions and told me that the lower veneers would shatter due to my natural bite after I had already agreed to the order yet they wont let me modify my order to only move forward with the top veneers. I have only received an impression kit, did my impressions, they denied them and now they want to close my account, charge me over $700 for this mouthpiece and putty, and tarnish my credit, keep my $311.90 down payment on a product thats not even in line for production and refuse to help me. They WILL NOT speak to me over the phone, they WILL NOT answer my questions, its clearly a scam. Its literally a lay away for a product and the product doesnt exist yet or even have plans for production, how can a company demand money and keep my down payment for something that doesnt exist. Thats theft! I realized this when I was told there was no human I could actually speak to on the phone regarding my money. I did the right thing and immediately contacted them when I lost my job and fell upon financial crisis and asked them to work with me, which seeing as how I technically dont owe them anything bc i havent even gotten anything from them!!

  

  Business Response

  Date: 05/07/2024

  We have reached out to the customer directly in an attempt to provide options for bringing the payment plan back up to date.  There is no reason if this is completed and agreed that the order cannot be fulflled.  I will not go into any specific detail as it involves finances, in the interest of confidentiality.  

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21653765
  
  I am rejecting this response because: I have received conflicting information regarding my account.  In one email I am told my account is very much active and awaiting my next installment, which was the installment I reached out to discuss prior to it being due.  The payment processing company they use, Partial.y informed me that I would have a 5 day grace  period.  Instasmile then emailed me and said if I did not pay in NO LATER THAN 7 DAYS my account would be closed and the remaining future installment plan would be turned over to collection and I would lose any installments I made towards a future instasmile veneer, the email then instructed me to login to the payment portal, so I did immediately (within minutes of receiving the email demanding payment for a product that doesnt even exist yet and my account history was completely gone as if it had been deleted. So I reached back out to instasmile and was then told my account is now closed and will remain closed.  I have submitted natural smile pictures and impressions, they approved my natural smile but then informed me that they have a "cool off period" of 3 days from the date of down payment and do not allow for any cancellation of orders after that 3 day period, which makes absolutely no sense because it took longer than 3 days to receive the impression kit in the mail, it took 5 days to come in, but you also have to wait 48 hours for someone to review your natural teeth pictures from the time you submit them so at that point your already WELL passed the "3 day cool off period" and they may not even approve you, yet your still not eligible for any refund?!?  They describe the cool off period as if that occurs from the time they APPROVE your impressions, which is completely logical considering by that point they have begun creating your personalized veneers so the customer would be responsible for any material costs and time spent with the customer.  They now want me to send them money towards a product that has not even made it past an impression picture, they deleted my ability to view installment history and future payment calendar in the payment portal I had in the beginning when they gladly took my $311.90 worth of down payment and installments and they even advised me that the lower veneer will not be straight and is likely to break due to my natural bite with no option to back out of that.  Now that they have told me my account is very much active, then said my account is closed, then instructed me to send them money through a payment portal that I can no longer access, I cant even access my prior installment records anymore.  I contacted Partial.y, the payment processor, again and they said they removed my plan information and that I now must go through Instasmile via email correspondence b/c they do not speak to customers on the phone regarding payments, I called the Instasmile listed phone number for customer service and was told by a rep that Partial.y is a third party payment processor and that I'd have to take it up with them.  So each company is telling me I have to go through the other, they will not speak to me on the phone AT ALL regarding MY ACCOUNT with MY INFORMATION that I trusted them with and it's extremely unsettling!  I am being scammed.  How can they take my down payment and installments, threaten to charge me for the future installments and tarnish my credit report for a product that doesn't even exist.  They are very misleading, I was under the impression I was choosing a reputable company to do business with and I was wrong.  This just cant be legal.  What do I owe them anything for?  And they tell me that the future product will break and I'm just supposed to accept that?  It's like I am in the twilight zone or something, I have never experienced anything like this.  I just want to be done with this company and for them to give me my deposit back especially b/c they given me nothing and wont even approve my impressions, the impression kit they are technically now charging me over $700 for that consists of a cheap plastic mouth piece and some putty!  They don't even give you anything to send the impressions back to them in on the off chance they actually approve your impression pictures, not even a shipping label is provided!! Nothing!  I have never been so upset with a "company" in my life.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/15/2024

  The customer set up a payment plan paying a downpayment, with a series of installments to be collected bi weekly over 16 weeks.  The first and second installments were received.  The 3rd installment due on 22nd April was not met.  Partially tried again to collect this on 5 consecutive days without success.  On 27th April when the last attempt paid they placed the account in to default and notified us.  On 29th April we sent a notification to the customer as follows:  "Your order has been placed on hold due to missing payments.  Please ensure you make your payment as soon as possible (no later than 7 days) by either logging into your partial.ly account or contacting us at *********************************.
  You are able to update your payment details by logging into your partial.ly account if you have lost your card or changed your payment method.  Your order will remain on hold until your account is brought up to date and is at risk of being closed and non-refundable if this is not resolved. Failure to keep up your payments is a breach of contract and we reserve the right to pass your details to a debt collection agency and take legal action against you if this is not resolved. You also may be liable to cover our legal costs and your credit rating may be affected.".   This prompted a call from the customer and we advised to email our finance team if assistance was required (customers have the ability to manage their own partial.ly account to make any missed payments).  At this point the customer asked for a refund and was advised this was no longer an option in line with the contract.  The customer reached out to us by email on 30th April and was advised that we could assist in bringing the order out of default, by taking the missed payment, and resetting her plan.  The customer persisted for a refund which is not an option.  On 7th May we gave the customer the option of reopening the payment plan by spreading the remaining balance equally over the remaining term of the plan rather than having to pay her missed installments as a lump sum - as an exception.  We received no response.  On 14th May when we had neither received further communication or the payment from 22nd April (which was now 22 days overdue) we communicated to the customer that their order was now closed with no refund due on the basis of breach of contract.  These are the facts as they present themselves.

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21653765
  
  I am rejecting this response because:
  I have received no product from the company!! I notified them before my installment was ever late in an effort to communicate with them. Now they want to take my money for a product that doesnt exist and charge me for the rest of the future installments for a product I NEVER RECEIVED BECAUSE ITS NEVER BEEN CREATED! I notified these people of my unforeseen FINANCIAL CRISIS situation as a mother of 3 young children and there is no regard or compassion from them. Theyve informed me that the lower veneer wont even hold up, shattering from my heavy bite! All I want is to pay the total for the top veneers, have them created and move on. This is a reasonable request given the information from their specialist who confirmed my bite is too heavy to guarantee a lasting product for the bottom set. Please, I am begging you to NOT steal my deposit and leave me with nothing. This is heartbreaking, I had no idea a company could be so ruthless. Ive paid $311.90 towards a future product and Im just experiencing a financial crisis and Im begging them to just work with me on my future installments. I am desperately searching for work but do not know when I will find a job. Again, this product doesnt even exist yet, so Ive received nothing, I dont see why they wont work with me and how they can threaten me with a lawsuit for the future installments when NO PRODUCT HAS BEEN RECEIVED OR EVEN PRODUCED YET? All I want is to not lose my deposit, is this too much to ask? 

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

• Initial Complaint

  Date:04/30/2024

  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 ordered Instasmiles premiere too and bottom veneer package with expedited shipping. My order number is US14321. I purchased this back in November of 2022 and still havent received my product. They persist that my top impressions dont meet their criteria but Ive redone the molds almost a dozen times, to the point I can no longer use one set of molds and have to use the back up, but Ive almost degraded those to a point that cant be used. Ive dont this by myself, with a dentist making the mold, and three times I did them with a member of the instasmile team on the phone to coach me through it. Its pretty apparent theyve just taken my money illegally since they refuse to refund the purchase or accept a mold and make the product. Its been a year and a half and they refuse to let me speak to a member of management, stating they only have two people that handle customer service for both ************* and the **. Id either like my money back or, ideally, for them to just send the labels for me to ship my molds off and make them already.

  

  Business Response

  Date: 05/01/2024

  We are sorry to hear our customer is frustrated having ordered some time ago, that we have still not approved the top impression.  We appreciate customers want to receive their new smile however we need to ensure it fits perfectly and the impression therefore needs to contain all of the detail and measurements required.  We are here to support our customers with this and we will arrange for our team to reach out directly to discuss this further. 
  
  

• Initial Complaint

  Date:04/08/2024

  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 purchased upper and lower teeth on August 4, 2023 for $855.00. This included a 12 month warranty for $200.00. I received the impression kit and had a lot of trouble getting impressions that they would approve. I finally was able to get impressions approved in December and received my clip ons in January. They were horrible. They made my teeth way too long, crooked, and they did not fit my gums correctly. There were huge gaps at the gum line and parts that went into my gums causing severe pain. I immediately let them know about the issues and requested a refund. I was given a satisfaction guarantee when I purchased and I was not satisfied. Not only was the impression process difficult and took over 5 months to finally get the product, but the product itself was awful. They denied my request for a refund and said my only option was to get a new impression kit and start the process all over again. I received a new impression kit and sent them pictures of my impressions for approval. Again they were denied. I asked again could they please just refund my money as I felt this product was just not going to work for me. After requesting a refund they then sent me an email saying my impression were now approved. I didn't retake my impressions, they just approved the denied impressions. I have sent my impressions in and I am still waiting for the replacement product to see if the new ones are going to be any better. By the time I finally get them my 12 month warranty that I paid an extra $200 for will no longer be valid. This is crazy!!! I would just like a refund of my money. I have used other companies for the same product and did not have any of these issues. Please I just want a refund. I am not satisfied with this product and I was given a satisfaction guarantee!!

  

  Business Response

  Date: 04/08/2024

  Because both arches were loose initially when the customer received them in December and we approved a remake of them under the Manufacturer's Warranty with new impressions.  The first impressions were not accepted but the second ones were.  A refund was requested but we advised that the warranty covered for a remake and not a refund in line with our terms and conditions. The remake entered manufacture and we shipped the new instasmile on 25th March.  ******* tracking information was sent to the customer on this date.  ******* website shows proof of delivery of this item on 1st April 2024.  We have had no contact from the customer directly since an update was chased on 22 March and responded to by us the same day.  We would urge the customer to reach out to us directly in relation to this.  

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21536069
  
  I am rejecting this response because:
  
  I am not getting anywhere when I try contacting the business directly. I received the remakes and they are awful. They dont cover my teeth like theyre supposed and I am just completely unhappy with them. I want a refund please. In the businesses response they stated that they approved my second impressions but I didnt take another impression they just approved the same impression they had denied. This product is just not going to work for me and I dont think doing another set of impressions and remaking them is going to change that so I kindly ask for a refund. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/15/2024

  We received direct contact from the customer yesterday (which is Sunday - we are closed) and today we have already responded to ask the customer for the detail we need to complete the assessment.  We have not yet seen the issue to be able to make any decision so hopefully we will receive what is required to do in the next day or so.

• Initial Complaint

  Date:03/19/2024

  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.

  This company is a scam! I received the impression kit, watched all of their instructional videos, followed instructions to a tee and was in unbearable pain from the impression kit. So I decided if the impression kit was that terrible then this probably wasn't for me. So I tried reaching out through chat which was closed 3 times on their end before someone finally told me that I would have to email escalations. So I did. Then I heard from ***** a senior in escalations. He was absolutely terribly rude and un caring and just kept sending me images of their ridiculous terms stating that once the impression kit was opened they would not issue any refund. I only ordered because of the money back garuntee which is clearly false. I have never received the product. And ***** resolution was for me to give the kit to someone else. This was $658. They should not offer a money back garuntee but refuse to refund when someone is unable to use their product. The impression kit is not worth $658 I never received the teeth and have been bullied by their customer service rep ******

  

  Business Response

  Date: 03/20/2024

  I can see we have recently had a call with this customer who is now on track to re-attempt the impressions following some guidance from one our impressions help specialists. We look forward to completing your order.

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21453517
  
  I am rejecting this response because: Yes I did speak to someone, but I am still being forced into a product that caused me great discomfort. I still fully disagree with the fact they can not refund my purchase. I am still highly unsatisfied with my instasmile experience and want to warn everyone possible.
  
  Sincerely,
  *******************
  *******************

• Initial Complaint

  Date:03/05/2024

  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 a product. Had the welcome call.. they determined that I was able to get the product based on questions asked.. did I have gum disease was I missing certain teeth. Sent me an impression kit. Sent pics and they say they need better pics of my teeth. I cant take better pics because I have a restrictive frenulum that will not allow my lips to stretch over my teeth. They should have told me this before I spent hundreds of dollars of my tax check on this trash. Then you can never get help. I have currently been sitting on hold for 20 min to talk to someone to see if theres anything that can be done. This company discriminated against me because of a disability and then keep $150 of my money for some molding **** that you can get from the dollar tree. I intend to reach out to the company ceo as soon as I can about the way I have been treated by this company. Dont buy from them. Its a scam to get your money and keep it and never send you a product

  

  Business Response

  Date: 03/06/2024

  We are pleased to advise that we have already resolved the customers issues directly.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21386771
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/12/2024

  No reason for the rejection to this complaint has been posted by the customer it is blank so I am unable to respond.

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 submitted pictures they said they needed for the product i purchased to be made.. they have to approve pictures of your teeth before you are allowed to take impressions. They responded that they need more and im not a professional photographer and cant get the angles they want. It just seems excessive. So i said just refund me my money, and they wont give me a full refund. Then i said ill take the impressions of my teeth since ill lose money anyway and now they say it will cost me MORE if i send the impressions without sending the pictures first/get approval. They dont need the amount of pictures they are saying and im worried about what they do with the pictures. Additionally, i am not a photographer and cant/wont put my phone in my mouth to get some of the angles they claim to need. It all makes NO sense

  

  Business Response

  Date: 01/03/2024

  Our customer ordered a custom made product on 11/03/2023 and was provided with a self impressions kit.  We attempted the welcome call 3 times to provide an introduction and answer any questions, but were unable to connect so provided the information by email.  The instasmile is designed to fit over the natural teeth and create a cosmetic uplift of ****************** - covering any chips, gaps or missing teeth.  The impressions have to have sufficient detail (height of the teeth, clear gumline impression) to be able to ensure a fitting product and the best result - quality cannot be compromised.  Our self impression trays can be used for up to 8 attempts each so we check the impression clarity via images by email - sending the images is quick and easy.  Once they contain the detail required, we provide a shipping label to return them - to return impressions that are not approved would be costly and prolong the process.  We provide full instructions, a welcome call, and a video demonstration.  The priority is to ensure the instasmile veneers fit and sit perfectly at the gumline.  If an impression is not approved we follow up with a call to the customer to provide advice and support for their next attempt.  The average attempts for customers is 2-3 - some getting them first time, others needing a few attempts.  At the point of leaving the review our customer had advised they were not willing to send images, and we really need the process to be followed to be able to provide the best service - we cannot send out further free kits if the customer will not follow the process of sending images of the impression once taken.  Since this review was left our customer has advised she misunderstood our request for images of the impression and thought we were asking for further images of the teeth which was not the case.  Our customer has advised the impressions will be taken and send images for checking and therefore I am confident the order can progress successfully.

  Customer Answer

  Date: 01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I want to note that when i filed this complaint, they said i needed pictures of my mouth/teeth and nothing to do with the impressions. They sent pictures also and they looked like professional/dental marketing photos that didnt make any sense to me (not relevant for making this product for me)-let alone impossible for me to take on my own. Its interesting that their messaging/instructions changed entirely once this BBB complaint was filed. I look forward to getting this product fulfilled.
  

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

• Initial Complaint

  Date:12/22/2023

  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.

  March 09, 2022 Never received the product after 6-7 inpressions. Asked for a refund they after 3 days is the only way they give refunds. Yes I said 3 days! Tried calling them and its all automated, no representatives available.

  

  Business Response

  Date: 12/28/2023

  The customer ordered in March 2023 and a self impressions kit was shipped and delivered allowing the customer to commence the impressions.  The lower impression passed on the 1st attempt, but the customer has had repeated attempts at the upper impression but each time it lacks sufficient depth - the measurements need to be precise to avoid the veneer being short at the gumline.  There has been no further attempt at the impression since August.  As this is a custom made item we do not offer cancellation/refunds after the 3 day cooling off period ends, however we will fulfill the order that the customer paid for.  I will ensure we reach out to the customer again about their upper impression as we cannot create the new smile without the customer providing clear and precise measurements.  

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21041940
  
  I am rejecting this response because: they deleted all my records, I cant even log in to my account anymore. They claim they changed the way do it. Well how can you even have access to your own account when it dont exist? I have discussed with an attorney their practice. According to them taking them to small claims court is the best course of action. I still have all transactions, correspondences with them. I have done 6 impressions on the upper, at some point they needed to confirm something I was/wasnt doing correctly. I wont stand for companies like this thievery. 

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

  

  Business Response

  Date: 12/29/2023

  The customer is suggesting the order is not active which is not the case - the order is active and will be fulfilled once the customer completes the impressions process.  The only reason the customer cannot access the My Account area is that we have changed web providers, and the order is old (orders should be completed within 90 days) but we are happy to provide an extension for this customer and we reached out to her yesterday but the customer did not take the call so an email was sent instead as follows - 

  19 hours ago (Thu, 28 Dec 2023 at 1:47 PM)
  To:********************
  Hi *****,
  
  I'm sorry I wasn't able to reach you today when I called to provide some assistance with your impressions.
  
  I am sorry your attempts at the impressions have not been approved to date.  Sometimes it can take a few attempts, however, it is vital these are accurate or the product will not ************* your gum line to clip in over your natural teeth.
  
  We cannot accept cancellations as your order is outside of the 3 day cooling off period. The veneers are a custom made product and we have already reserved a place in our production line for your order. 
  
  You have taken the upper impression on 7 occasions and still have 1 more attempt left.  If you feel a new tray would help you through this process, we would be happy to send you 1 additional new tray at no cost to show our dedication to helping you complete the impression process so we can create your new smile that you deserve.
  
  Our contact information is available below, please give us a call at your convenience or you can reply to this email.
  
  We look forward to hearing from you soon.
  
  Ticket ID ******
  Thank you,

  The customer replied that the 3 day cooling off period is illegal - however this is in line with the distance selling regulations in the ***, remembering this is a custom made product.  It is over to the customer now to do what is required to have their order completed in full - which is to supply an upper impression, to go with their already completed lower impression.  
  

• Initial Complaint

  Date:12/18/2023

  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 PURCHASED UPPER,AND LOWER VENEERS. FOR **** HUNDREDS OF DOLLARS. THE VENEERS WERE SENT OUT TO ME, WHICH WHERE VERY HARD FOR ME TO FIGURE OUT THE CONCEPT. SHORTLY AFTER MY MOM ,AND OTHER FAMILY MEMBERS PROCEEDED. FIRST DOSE OF THE VENEERS I BOTCHED,THE SECOND ONE WAS BOTCHED AS WELL. HERES THE THING! TGE PROCESS WAS VERY HARD FOR ME TO COMPLETELY GRASP THE CONCEPT WITH NO ONE TO HELP ME! I'M A DISABLE WOMAN WHO HAS MENTAL ILNESS ,AND ON A LIMITED INCOME. I SAVED UP FOR YEARS INTO WHICH I RESHERCHED ,ORHER VENEERS FOR 90% CHEEPER. SINCE THIS INCIDENT I'VE HAVE A MAJOR SET BACK IN MY DEPRESSION. THANK YOU FOR YOUR TIME, EITHER WAY THANKS

  

  Business Response

  Date: 12/18/2023

  We received an order from this customer, over 3 years ago for custom made clip in veneers.  A self impressions kit was provided, and we conducted a welcome call with the customer.  Impressions were commenced, and natural teeth images were suitability checked.  We advise customers to complete their impressions within 90 days - this order was extended on 2 occasions as the customer only ever submitted ************** attempt at this point.  From July 2021, there was no contact at all and the order expired - the customer was advised of this in June 2022, 18 months ago.  We are sorry the customer did not complete their order within the timeframe explained in our terms and conditions and allowed the order to expire.

• Initial Complaint

  Date:12/06/2023

  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.

  An order was placed for Instasmile Classic snap in veneers on 9/23/23. Amount paid was ******. The kit to make the impressions was received a few days after ordered. The impressions were made and pictures taken and sent in to receive approval to be sent back for the veneers to be made. The bottom mold was approved but the top keeps getting rejected. This is not the first time I have done this process and know what they are looking for. However, they keep denying the impressions, send more instructions and the impressions are redone they way they instruct. They have stated to reuse the impression mold sent. It is now December and they are still denying mold impressions. They have done this previously with others and myself over a year ago and had to get a refund. However, they keep requesting re-do until it is past time to get a refund. I have now asked for new trays for the molds which they don't want to send. I feel they stall and request re-molds to keep payment and not supply a product drawing it out and pushing it past time for a refund.

  

  Business Response

  Date: 12/07/2023

  The customer placed an order for custom made ******************** clip in veneers for her top teeth in September - a self impressions kit was dispatched.  The customer was not available to take our welcome call to walk through the process so we provided the information needed by email.  The impressions have been attempted 5 times and have not been approved as they do not provide the accuracy needed to make the veneer.  The customer has expressed they do not wish for us to call them to help with the impressions process.  We do not offer cancellation once the impressions process has commenced.  This is irrelevant to the 3 day cooling off period. We are here to assist the customer with the impressions and we have today emailed step by step instructions for the reattempt, and offered to provide an exclusive one to one assessment with the Head Technician if she wishes to video the process then we can provide her with feedback on where this may be going wrong - the last thing we want is to make a product that will not fit, which would happen if the impression is distorted or does not capture the full measurements of the teeth.  We hope to support the customer with this so that she is able to receive her new smile very soon.

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20965582
  
  I am rejecting this response because:

  I have sent back another set of pictures of a re take following their instructions.   Also, I have spoken with them once on the phone and let them know that I can not speak on the phone during business hours because I am working.  The last 3 or 4 calls they did not leave a message but then sent an email.  I have responded to the email(s), followed instructions, again and sent in the pictures again.  So. I am waiting for another response.

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

  

  Business Response

  Date: 12/28/2023

  Our customer has already had an approved lower impression, but is having an issue with the upper one.  We have provided step by step instructions by email as the customer works and cannot take calls.  We will be providing the customer with a new tray as requested to reattempt the upper, and trying to find a time we could have a call as we find a conversation really makes the difference to support our customers who are struggling.  If that does not work for the customer we will be inviting a video of the next attempt so we can provide some one to one feedback to provide the best help we possibly can to complete the order.  The impressions being accurate is vital to achieve a fitting product and a new smile which our customer deserves.

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20965582
  
  I am rejecting this response because:

  I spoke with a live agent on the phone before the last impression and  did a live chat.  When I receive the new tray which I requested twice now, and when my impression is approved, or a refund issued then I will accept their response and close the case but not until then.

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