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:08/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/01/2025

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

• Initial Complaint

  Date:08/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/01/2025

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

• Initial Complaint

  Date:08/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/08/2025

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

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/10/2025

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

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23580283
  
  I am rejecting this response because:

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

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

  

  Business Response

  Date: 07/14/2025

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

• Initial Complaint

  Date:06/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/25/2025

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

• 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.