OvernightSmileReviews of overnightsmile.com

I wish I had read these reviews before ordering! DO NOT USE! The aligners themselves seem ok - although I can't yet comment on whether they will work or not as I only received them a week ago - however the customer service is shocking. I will set out why. My aligners took four weeks to arrive. Bear in mind that 7 days is plastered all over their website, stating how quick they are compared to Invisalign, then the small print in the terms says it may actually take up to 30 days. On the front page alone it states in four different places that they will be ready in 7 days. It's only when you click on the terms section do you see it states up to 30 days. I chased many times via the 'live chat' function, to be told several times that they would be shipping the next day, or that I would receive a tracking number shortly, etc etc. It was only when I finally spoke to a manager (more on this to find) that I received the tracking details and the aligners just happened to arrive yet days later. I sent the impressions kit back within 3 working days as it stated the initial £39 that was paid for the impressions would be refunded from the £799 cost if this was done. I didn't receive this refund. Again, I chased many times via the live chat, and I kept getting told this would be passed to accounts and I would receive a response by email. Still nothing. When I spoke to the manager, he said he would make sure this is sorted for me. To date, I haven't received the £39 back. I chased again yesterday at 9am via the live chat, I was told the accounts team would email me a response regarding the refund that day, I asked if they actually would this time, I was told yes. Did I receive an email? Of course not. And still no refund. The manager I spoke to, Matthew, was incredibly rude and aggressive on the phone. I said at the start of the conversation that I was starting to wonder whether the whole thing was a scam, and he went massively off on one, kept coming back to the fact that I had dared to make that suggestion, even when the conversation had moved on. He absolutely should not be working in customer service. He even threatened to not continue providing my aftercare once I had received the aligners, if I kept using the word 'scam' (which I mentioned once at the very start of the call). I don't think I've ever before wanted to reach through my phone to punch someone in the face! So aggressive and so rude. At one point he said "do you really think we would scam people for a couple of hundred pounds" .... well, they cost £799 Matthew dearest (plus £39 that clearly they don't bother to refund) so you don't even know your own prices! Trust me - spend a little extra money and go elsewhere, do not give this company your money. Edited to add - shortly after submitting this review I received an email saying my refund has been processed. I have only just received this, not ten days ago as the response says. What a shame it takes a review like this for them to get their act together. Edited again to add - I have now received the £39 refund in my account.

Definitely a scam, the price is already too good to be true, but don’t fall for the lie that you’ll get the 3D image in 24 hours. The game is to get you to pay for the image, then they go silent until you chase and chase then you’ll probably get some ‘ oh there were delays’ no apology no nothing. Basically just ‘count your loss, you fell for the scam, boohoo you’ - type of attitude from the ( as many here have pointed out) rude agents. Cheap in this case will definitely be expensive. Save your time and money and use a more credible brand.

Paid to receive the moulding kit. Sent off but never received a response. Have been chasing them for about 10 weeks but no email replies, never answer the phone. Seems like a scam

Highly recommend users read the terms and conditions. I had an aligner break and asked for it to be remade, I had tried to make it fit but the molar area on one of the aligners was warped. I threw it away and went back to the last set to be told they can only reproduce an aligner if they see the faulty one. At that point, I asked about the guarantee but you have to take daily pictures to qualify. Just make sure you take daily photos if you want the guarantee to stick. I was advised to start again by the customer services person and get a moulding kit. This has unfortunately taken over 10 days to arrive due to logistical issues outside of Overnight Smile’s control. It's a shame, because the aligners were working until the faulty one. Hopefully this time round it will be easier, because I don't really want to spend £3k on Invisalign

Boy oh boy, where would I start? Oh yeah, the gentleman I spoke to regarding my lower aligner on the 7th set not fitting correctly. He interrupted me to use this language. " I need to stop you there and warm you that you did not keep to our t &c's and would not be covered blah, blah,blah. Because I had not taken a picture everyday of my progress??! Umm, hands up anyone that knew this? Where was that made clear? Obviously not transparent and I will say deliberately so as many saying the same. Shame on this company for doing so. PLEASE MAKE THIS CLEAR GOING FORWARD TO NEW POTENTIAL CUSTOMERS. I pointed out to him that what about my rights if it is faulty? He was so rude and condescending. He said they have never had faulty aligners and only would be because I had not been wearing correctly. I pointed out that all previous had fitted perfectly so that would not be correct at what he was throwing at me. His demeanour became defensive in an uncomfortable way that I wanted to hang up, he talked in a very unprofessional way. I wish I had recorded this conversation. I said this does not fix the problem I have? He was not offering any solutions. In the end he said he would put his job on the line and send a prepaid envelope so I can return the retainer that I 'claimed' was faulty and their experts can look at and get back to me. I never, ever believed him and correctly so. I never heard anything back. I finished with my top one but could not continue with bottoms. The top were slightly better which I was happy with. I had a gap on the uppers which did not completely go but I am satisfied. I had worn braces years ago and just wanted to improve slightly. Not sure if you have a lot of irregularities these would be your best bet and the customer service and any problems you could encounter probably will not be fixed looking at other reviews. I 100% would not recommend. Also I find amusing that if you give a good review they dont respond but come straight back to you if negative. Shame customer service dont act that way. A joke.

Avoid i paid in April and received the moulds sent them back and after trying everything to contact them nothing only heard back when I left bad review the manager contacted me to say if I take review down he would give me discount so tried again and same thing it didn't work i will go with another company hopefully a better company who won't take the mick

I've never wished for a zero-star option more. I wouldn't trust the five-star reviews because this company is shockingly terrible; I've never encountered a sham like this. 1. I was misled into waiting ages for my delivery, with the arrogant man on the telephone initially stating I had to wait 10 working days to receive the aligners (which is what is prominently displayed on their webpage to trick customers). After this deadline passed, the same individual rudely informed me that I had to wait 30 working days (this is hidden in their T&Cs to deceive customers). 2. I had to call the OVS company because I had received no written comm throughout the process to inform me about the delay, or any updates regarding the aligners. 3. I wanted to cancel, so the same individual offered additional retainers as "a gesture of goodwill" but did not send an email about it, as he said he would. They insist on phone calls because it is the most effective way to gaslight customers into staying. I was given x2 false delivery dates over the phone before being given the correct one (which I only got after raising a dispute with Clearpay). 4. I found the lack of written comm suspicious and requested written comm via email. the same man proceeded to call me twice before agreeing to written comm. 5. I requested a full refund, as I do not wish to deal with the company further. The aligners then miraculously arrived 48hrs later (they're clearly poor quality and won't fit). However, they have vehemently refused my refund, despite their "30 Day Money Back Guarantee on all purchases" being plastered on their webpage. I am far from satisfied with the product and customer service. 6. They insist on their remake policy, but I do not want a remake or to deal with them further (especially after seeing the reviews on here). Yes, I was misled by the suspicious 5-star reviews on Feefo. 7. Their poor responses here are reflective of their non-existent values, so steer clear if you value your dental health and money. The 5-star reviews appear to pop up once a negative review has been posted to even out their score, but this is a zero-star company through and through. There is no excuse for such terrible service in this day and age. Best wishes!

I'm so happy I found OvernightSmile. I am on my third day and the whole process has been easy. I received my £39 refund but I had to call them. The guy over the phone was very polite and he said I would receive the refund which I did. My aligners came on time exactly like it's on their website. The bottom ones are not fitting but I already emailed them with pictures and I am sure they will sort this out. I highly recommend OVNS!