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:03/02/2023

  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.

  Before I made a purchase for veneers in August of 2022, Instasmile promised me that I will be able to chew properly as long as I did not eat any crunchy foods. I made it clear to them before I made the purchase that I wanted to add additional teeth to aid me in chewing properly. I advised with missing teeth, I would often bite my tongue. The salesperson reassured me that by purchasing their veneers, this would solve my problem. On the very day I received the veneers, I called Instasmile when the veneers did not align with my natural bite pattern and I was not even able to chew watermelon properly. At first Instasmile stated they had canceled my order and that I could expect a refund. Unfortunately, they contacted me afterwards and told me I had to first go through their manufacturing warranty claim process before I could receive my refund. They say the remade the bottom veneer but it appeared the same and I still could not chew properly because I have an overbite and the veneers are structured for an underbite. I have been begging this company since I received the veneers in September to allow me to return the veneers for a full refund; to no avail. I had to call them at least ******************************************* I later learned from their website that they do not allow returns. After two chargebacks, I received permission on January 13, 2023 from my credit card company ********* ***** to return them anyway. I returned them on January 12, 2023 and have a ***** tracking receipt as proof of return. I spoke to ******** from Instasmile on January 24, 2023 and she reassured me that the dispute was decided in my favor and that her company is no longer in possession of my money. She instructed me to contact ************ and sent me an email stating this as well. Unfortunately, even though she says the email depicts a copy of my refund, ************ stated it is only a copy of the chargeback. This is a scam. I was hung up on when I called to address this

  

  Business Response

  Date: 03/03/2023

  Hi ******

  I am sorry to hear that your chargeback remains unresolved, leading you to raise this complaint.  I have reached out to our merhchant processeor for an update and will come back to you as soon as I hear back, as this is showing as closed on the system that we use to manage chargeback cases. 
  

  Thank you 

  *************;

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19524574
  
  I am rejecting this response because: I feel this is another delay tactic. I do not want another copy of the chargeback, I want a full refund in the amount of $560.00.  I work with a credit card processing center and know that the refund can be issued in one day.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/07/2023

  Hi ******

  I am able to confirm that your bank has decided the outcome of you chargeback and the funds from your purchase have been returned to instasmile. It has been almost 5 months since you reported an issue with your remake.  In the video you sent  the footage iof you trying to eat pineapple s very unclear,  and you do not appear to be wearing your veneers in this clip.  If you have any clearer footage, then we would be happy to review this, so please kindly send this through to us. 

   We did not request that you return your product to us, and I would like to remind you that once we have made your veneers, you are unable to cancel.  Here is a link to our full terms and conditions. **************************************************************************;

  Cancelation and Refunds
  

  The Veneers are customised to your particular measurements and cannot be used on anyone else. Therefore, once we have started manufacturing the Veneers, you will not be entitled to cancel your contract with us nor receive a refund.

  DISPUTES & CHARGEBACKS
  If you are unhappy with the Products, our service to you, or anything else, please contact us on our website and our dedicated customer care team will work with you to resolve the issue.
  We will try to resolve any disputes with you quickly and efficiently. If your dispute becomes a chargeback your account will be suspended whilst we work with your finance provider or merchant to investigate the issue. The final decision on a chargeback sits with the merchant or finance provider and not us. Where a Chargeback is resolved in our favour, we reserve the right to cancel your contract with us immediately without any recourse. We therefore encourage you to work with us outside of any official chargeback process to try to achieve a mutual resolution.

  Thank You 

  *************;

• Initial Complaint

  Date:02/13/2023

  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.

  I purchased a kit from Instasmile on 8/16/2021. I did not receive it. I contacted Instasmile a week or so later who told me the item had been delivered. When I used the tracking number, the kit still showed in transit. After a couple more weeks of not receiving it, I called their customer service line to try to get more help and was told they would send another kit or I could get a refund. I ultimately elected for a refund. The rep told me it would be processed in the next **** days. A couple of months passed and I realized I hadn't received it and reached out to the company again. I was told again that refund would be processed. Another or so passed and I hadn't received the refund so I reached out again. The 4th time I reached out, I was told I wasn't going to receive a refund, but they would ship me another kit at no charge but I would have to pay a $149 administration fee. I just want my refund as originally agreed upon

  

  Business Response

  Date: 02/14/2023

  We received communication from this customer on Sunday, in relation to an order they placed in August 2022.  The email thread provided by the customer to you, which I also attach indicates they advised they had not received the self impressions kit that we shipped via USPS.  The tracking information showing proof of delivery was sent to the customer at the time, and we requested they check with their neighbors and come back to us - this is shown in the email thread. 

  We did not receive a reply to the email and there is nothing in any other thread indicating that a refund was agreed - it was never put on our refunds request sheet by an agent as we were waiting on a response from the customer.  Refunds when agreed have a timescale of 21 days, not **** days either. 

  We have offered the option of either - cancellation with administration fee of $149 as per the contract (terms and conditions attached) - as far as we are concerned the kit was delivered, and the tracking showed that, and the customer did not contact us for 6 months -  or we have agreed to provide a free replacement kit as a goodwill gesture which we feel is fair.  We are happy to refund the order value less the admin fee - this is not in dispute.  

  The customer contacted us again to say they had responded but could not provide any evidence or alternative email or phone numbers they could have used.  We reiterated that in good faith, we could provide a new kit free of charge as a goodwill gesture allowing for the order to be fulfilled, or a refund could be provided less the administration fee.  

• Initial Complaint

  Date:01/12/2023

  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 have tried over and over to get them to refund my money. As they stated they do not refund money. Well, I definitely was not a candidate because what I received look like Chiclets, and then, when I sent photos went along with the process all they advised me to do was redo, my Templates again so they can redo the process I don't want the same c*** it looks terrible. Someone should have advised me in the very beginning I don't think you're a good candidate for this and I wouldn't have wasted over $500. I want my money back. *************************** this is the email address I used when I purchased them but it's under my name. I just want my **** money back.

  

  Business Response

  Date: 01/13/2023

  We approved a remake of the upper product for this customer under her 30 days Manufacturer's Warranty as her upper product had a slight fit issue and wasn't sitting correctly which indicated an anomaly with the impression. The lower product was fitting perfectly.
  We provided a new impression kit, together with the option of adjusting the design so it replicated her natural teeth rather than adding the straightening effect if the customer preferred. The customer wanted to return the veneer and have a refund but this is not covered by the warranty. The customer has a fitting lower and the contract states that any fit issue will entitle the customer to a free remake with adjustments made. This was explained in December and we have heard nothing further from the customer since. The warranty remains open at this stage and we await new impressions. I will email the customer directly to reiterate her options at this stage in the interests of reaching a resolution.

  Customer Answer

  Date: 01/13/2023

  They emailed back stating they will take me redoing my imprints again and I am not excepting this because they are stating on my natural profile that doesn't do any good if you're going to use this to straightened out now does it? It seems absolutely absurd someone would spend over $500 to have them look exactly like they do. As I stated before I am not a candidate for this and I should have been told this is absurd just give me my money back you can have these ridiculous looking chicklet Veneers. I do not want another email stating that they will redo as per the warranty and exception can be made. Someone needs to get a supervisor involved!!!!!

  

  Business Response

  Date: 01/19/2023

  As we now reaching a point when we need to discuss specific figures, I am reaching out to the customer directly to discuss. Thank you

  Customer Answer

  Date: 01/19/2023

  Again, they emailed back and stated they would give me half of my money back. That is absurd. What the h*** do I want the nearest for the bottom when it should be for both I do not except I want my full refund and I'm not gonna stop until I'm refunded for in full!!!!
  That makes no sense and you wouldn't except it either so don't play games with me!!!

  Customer Answer

  Date: 02/02/2023

  This is not resolved I never got my full refund I never got anything and I want my my full $540 refund

• Initial Complaint

  Date:01/10/2023

  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 order veneers from Instasmile in Feb 2021. Soon after that I was told I needed extensive dental work (caps) and it would make the veneers not fit. I called to cancel my order, with the ** office. They told me not to cancel and they would allow me an extension to get the work done. The dental work drug on due to Covid closing everything and my family getting Covid many times. I called the company back to cancel and again was told not to cancel. They said they would allow me more time outside of the normal time. Which they never said what that is exactly. I was told by a ******* woman that if I couldnt get the work done after a period of time the order would cancel and I would be refunded my money minus $100 or $149 for impression kits and admin fees. I was never told to stay in contact and why would I if told this. 2021 and 2022 were awful with my family getting covid several times and my dental is***s. I forgot to check on the refund. With money getting tighter around Christmas this year I realized that the $899 minus the $100/149 was never given. I contacted instasmile and was told the order was canceled and no refund would be given. I then asked well can i get the veneers made then and they said no I was simply out the money by their reps. I was then told by a rep to call early in the morning to speak with ****** who would help me more. I asked that a ** rep call me but they did not. I've gotten nothing but rude messages saying we cannot and are basically unwilling to help. They offered a 25% discount if i bought them again. I asked my case be escalated to higher *** and was told no. I offered to pay for the molds, but again no. They say I should have kept in contact and by not, I am not allowed anything. They kept me from canceling so my time for refund (which i didnt know) would run out. Their home office is in **, if I have to go to court, I will *** for attorney fees and a full refund. I don't want to go that route, but will if we cannot get resolution.

  

  Business Response

  Date: 01/11/2023

  We are liaising with the customer directly in relation to this matter.

• Initial Complaint

  Date:01/09/2023

  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 ordered a set of clip on veneers and the fit was very poor. They offered a free warranty replacement with every $450 order so I contacted them for that replacement.The replacement they sent will not even fit at all. Not a bad fit, will not even fit. It's like they sent someone else's!

  

  Business Response

  Date: 01/10/2023

  I am sorry to hear your remade product did not fit - it is unusual for this to happen however the remake has been made using the measurements provided by yourself in the new impression. I can see you have contacted us directly regarding this and we have responded with the options available to you for a further remake (still under warranty) or a partial refund in line with the contract. We look forward to hearing from you to agree the way forward.

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been contacted that a ticket has been created that for my issue and that I would be contacted with further instructions on how to resolve the issue. That is the last I have heard anything. I'm still waiting for someone to contact me with what the next steps are.

  Customer Answer

  Date: 01/11/2023

  I did receive an email from the company about making another attempt with the impression process and resolving the issue this morning. Thank you.

  

  Business Response

  Date: 01/12/2023

  We have received an email from you this morning to say you had misread the email and understand that we are now sending a new impressions kit to you which you are happy with. I am pleased we have agreed a way forward.

• Initial Complaint

  Date:12/04/2022

  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 started my transaction with instasmile during the time of the pandemic in November of last year! I asked for a refund because they kept asking for more pictures of my mouth and wanting more money for a better impression kit. I did get Covid-19 and was sick for some time. They just blew me off and said it was more than a year! I contacted them several times within this year and still no teeth. I want the product or my money back!!!

  

  Business Response

  Date: 12/05/2022

  This customer ordered in March 2021 and was supplied with a self impression kit via **** tracked service on 3-22-21. The customer returned their impressions after some time in the mail on 10/4/21, without a visual check first, but they were not approved. We checked suitability via natural images of the teeth in October 2021 and the customer purchased a new impressions kit to continue with the order. No further contact was received from the customer and the order expired in April 2022 due to it being over 12 months old with no contact for 6 months, in line with the terms and conditions that were accepted at the point of sale. Instasmile have remained open throughout the pandemic with contact options available via the website, by email or via our toll free phone line available on weekdays. Unfortunately this order is now closed and non refundable. If the customer would like to purchase an ******************** we would be happy to provide a loyalty discount to provide an additional discount.

  Customer Answer

  Date: 12/13/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They were the ones who said I needed the second impressions and I purchased it because the wanted ************** of my teeth! The started the clock all over again! Another year. They just are taking advantage of people and not providing anything! They are rude and state they are located in ****** so no one will *** them for there shady business practices...

  

  Business Response

  Date: 12/15/2022

  I can only reiterate - in October 2021 and the customer purchased a new impressions kit to continue with the order. No further contact was received from the customer and the order expired in April 2022 due to it being over 12 months old with no contact for 6 months, in line with the terms and conditions that were accepted at the point of sale. Instasmile have remained open throughout the pandemic with contact options available via the website, by email or via our toll free phone line available on weekdays. Unfortunately this order is now closed and non refundable. If the customer would like to purchase an ******************** we would be happy to provide a loyalty discount to provide an additional discount.