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:04/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/10/2025

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

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/21/2025

  This matter has already been resolved directly with the customer.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/18/2025

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

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23080312
  
  I am rejecting this response because:
  

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

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

  

  Business Response

  Date: 03/19/2025

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

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 01/21/2025

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

• Initial Complaint

  Date:01/16/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 01/16/2025

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

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/19/2024

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

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 11/25/2024

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

• Initial Complaint

  Date:11/13/2024

  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 top veneers back in February 2024 I paid them off in June 2024. I have attempted these impressions 10 times one time they were approved I sent them back to the company and they emailed me and said they were unusable so they sent out a new impression kit and now Im on the 7th try with this one and still rejected. I asked for a refund as we are almost a year in and still havent received what I paid for. And they said I dont qualify for a refund. The email they send out just simply says not approved dont give you a reason or what you could be doing wrong. Then they call well Im at work and cant answer my phone as I run a busy restaurant. Their excuse is always we want you to have the perfect product well Ive done this with another company and had no problems other then they dont stand up like they say. But no problems with the impression. At this point I feel like this company is a total scam I cant even log into my account. Its says there is no order. Next is taking them to small claims court this is ridiculous and by the other complaints I read Im not the only one that is having problems.

  

  Business Response

  Date: 11/14/2024

  We are sorry the customer is frustrated and have arranged for contact, by email, as we appreciate the customer has not been able to accept our calls whilst working.  Our lines are open 8am - 7pm Eastern time to try to allow time for customers to call back either prior to or after work or during their lunch break but we appreciate this may not work for everyone.  We would ask the customer to await contact from us later today with assistance for completion of the order.  I have also mapped the order to the My Account area manually as this was a concern.  

• Initial Complaint

  Date:11/11/2024

  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.

  On September 26th 2024 I paid $400 for a snap on veneer to be made over the next 6 weeks I made 10 impressions and all were rejected they say because of movement which is simply not true. I made the bottoms with no issue and they were accepted on the first try but 10 attempts on the top with a call and to the staff each time along the way with watching videos and sending videos and all still rejected. The difference my bottom teeth were OK my tops are really bad which I believe makes me not suitable for this product. They refuse to refund any monies and refer me to "terms and conditions" the only problem there is I did NOT change my mind they are just unable to provide the product they sold. I tried to resolve this issue and said I would sign a waiver accepting responsibility for the product even if it wasnt correct or accept a temporary cap to move this forward but their associates said no. So I have received no product very little customer service no monies returned and had to move on as they are unable to provide any product. They choose not to make the product even when I offered to sign a release so there was no risk to them so I will find a more reputable company but still demand a refund as they did nothing but hustle you out of your money, they should be shut down.

  

  Business Response

  Date: 11/20/2024

  I am sorry our customer has not not yet provided an impression that is accurate enough to manufacture his instasmile.  These are custom made veneers made to the exact intricacies of each person's own dental profile, not a one
  size fits all, and we need to ensure that the veneers fit without any gaps or fit issues. A distorted impression with insufficient depth capturing the measurements of the natural teeth will not achieve this. Our customer has paid for a quality product and that is what we intend to provide. We do not offer the option of cancellation once the impressions process has started but we do everything we can to assist customers who are finding the process difficult to ensure the end result is a fitting product they can be proud to wear. We have sent out a further impression tray free of charge and provided a video assessment to help the customer with the next attempt.  

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22531875
  
  I am rejecting this response because: I have sent in good quality photos of the impressions that were more then acceptable and had stated if there was a problem that I would sign a release form accepting the product without any condition. I have sent 10 imperssion+ and talk to someone along the way each and every time, I sent the video as requested and you stated it appears my arms were not on the table, NOT true its a glass table look closer. I do not believe you act in good faith and once the funds are received you dont care if the product is made in fact you will make more money if you dont have send me what was paid for, you offer me nothing for my monies and I do not believe that you could expect someone to wait how long??????? You did receive acceptable impressions but the job is to complacaited for your company. You prefer to steal than provide any product. You should be ashamed.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 11/21/2024

  If our customer had sent in impressions that were acceptable we would not be asking for them to reattempted.  There is nothing to gain from us doing so.  No one wants a fit issue with their product.  We do not make custom made clip in products from impressions that will not produce a good fit even if the customer asks us to, even if they are prepared to sign a waiver, because that is not providing the quality product purchased and would not result in a satisfied customer - basically the outcome would be an unwearable product. 

  When we assessed the video of the customer taking the impression it was to help pinpoint any problem areas, this demonstrates our commitment to fulfilling the order - it is time consuming for us to offer this service but our priority is helping customers who struggle - some need more help than others, and we have a support system in place if needed.  I am sorry the customer is not receptive to the feedback and feels we have not watched closely enough - as the impression taken was not clear enough to progress from that attempt then it would be advisable to take our feedback on board.  We are not looking for faults, we are looking for solutions.  

  The customer has advised that "we do not act in good faith and once the funds are received we don't care if the product is made in fact you will make more money if you don't have send me what was paid for".  In response to that I would advise that every time we have to assess an impression, make a call, watch a video, ship additional materials - we incur costs.  Given the customer has had an additional tray, 10 calls, a video assessment and has left reviews on every platform, I would refute the suggestion that it is beneficial for us not to complete the order - its indeed the very opposite.  We create thousands of instasmile veneers per year for a plethora of dental profiles.  We have assessed the suitability for this customer.  To suggest "this case is too complicated for us", "that we are stealing" and "that we should be ashamed as we have offered nothing for my monies" given everything we have done and will continue to do to help this customer receive their order is simply untrue.  

   

• Initial Complaint

  Date:11/04/2024

  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.

  Put in an order for top & bottom in April. Received the kit asked for a refund due to the fact that I have ******** jaw doesnt open wide enough to fit the impression. Denied refund, hundreds of dollars down the drain. They forced me to do impressions stating I wouldnt get any money back so I figured I would just go ahead with the order and after a painful experience finally got them in my mouth with the help of another person. Impression was denied, did them AGAIN same scenario denied yet again. Continue asking for a ************* continue to refuse now wanting to send out a smaller tray to do the impressions again!! If this impression doesnt work I have the options of GIFTING or cutting my losses they will not refund you. Do not give these people your business its beyond a scam!

  

  Business Response

  Date: 11/05/2024

  The order was placed in April of this year and the customer accepted our terms and conditions.   The customer asked to cancel whilst in the cooling off period and was advised how to go about this by returning the unused impression kit.  The next contact from the customer was of impression images as they had started the process.  The cancellation was therefore retracted and we confirmed with the customer on 8th of May that they had decided to continue with the order.  The impressions were checked but not approved and we provided guidance for the next attempt. Without any further attempts the customer asked to cancel again on 23 July and was directed to our terms and conditions that the order was not eligible for cancellation at his point. We provided free trays as a goodwill gesture, because the customer told us the trays had been lost in a kitchen fire.  The customer attempted one impression on the new trays which was not approved - we again talked her through this, but she asked to cancel and we reiterated this was not an option available at this stage of the process.  The customer has 7 remaining attempts at the impressioln and we have also agreed to ship out some smaller trays for her as only at this stage has she disclosed she has TMJ.