OvernightSmileReviews of overnightsmile.com

These aligners simply DO NOT work. I was consistent with my treatment plan, ensuring I wore them for the time stated. The 3D scan I received after submitting back my impressions, must have been completely false. After finishing my original treatment plan, I contacted customer service stating that I was NOT happy with the results, and I was told because I hadn’t taken a progress picture everyday, I was not entitled to anything. THEY DO NOT MAKE YOU AWARE OF THEIR RIDICULOUS EXPECTATIONS!!! It wasn’t until I wanted help from the company, that I was told very blunt what I should have done, despite this never being highlighted. I ordered a second impressions kit, which I had to pay full price for, just for me to be told I would need to spend an additional £400 to get straight teeth. Absolutely ridiculous, as I was quoted on the phone the additional aligners would only be £39 each. I wish I never wasted my money on this product. Yes they are cheaper than other companies, but I promise you, it is NOT worth £800.

horrendous company, customer service is disgusting, they talk to you like rubbish. had to wait months for my aligners to arrive. stay away from this company do not recommend at all. it is a scam of over £800 as my teeth have no moved in the slightest and they expect me to take photos every day of me wearing them but won’t offer a refund for them being defective. don’t waste your money or time on this company.

I am still waiting for my aligners, but so far have had a very good experience with customer service. The refund for the impression kit was not returned automatically. I contacted OvernightSmile via the chat function, and the agent - Alison - processed the refund manually within a few minutes and I received the receipt. Very speedy and courteous.

**Read to the end on how they said they were going to take me to court and how I got my money back!!** I ordered this kit in July 2024 based on the reviews on here. Well, it’s clear to see why they are more positive than negative now as they ask customers to remove them… When I first started my retainers I messaged them to say they were wrong but they continued to push me and made me wear them longer so 8 sets took me 6-7 months. When I finally finished I had to pay for another impression kit (£39) which never arrived so I left a bad review on here which forced them to speak to me. I paid for the new additional kit in Jan 2025 a month later still not received so I called them and the lost kit would not be sent out again until I removed the negative review from here!! I was black mailed to remove a bad review!! It had to be done within two hours of me speaking to them and I have this in writing over email. Customers shouldn’t be asked to remove negative comments when the service you’re receiving is poor. It’s catfishing other consumers to thinking this is a good product and service when it’s actually horrific. They blamed the lost kit on me but it never arrived to my house and the tracking even said it never made it to me. When the new impression kit finally arrived there was no returns label which I had to ask for a number of times. I sent the impressions back 8th Feb and it was received 13th Feb and I didn’t head back from them after asking a number of times what’s going on. They kept sending automated reminders for me to post the impression kit back one have emailed each time to ask what next steps and are haven’t once received an email back. It May and I still don’t have the new impressions… Ive called them and said I sent it back a month ago and asked what’s going on and i was asked for all the photos again. Getting annoyed I was told I was blackmailed and asked to take my review and I was going to report them to which they refunded me the £40. The staff have been rude (it’s one guy I have spoken to this whole time, I’m sure he’s the only guy working for ONS at this point), their customer service is forceful and they speak over you when you’re trying to update them. So rude Ive even hung up. So stay away, use Casper as my partner had a MUCH better and professional experience with them. I ended up opening a case with my credit card to claim to get the money back from them. ***EDIT 21st May 2025*** They reported this review and said I ‘defamed them’ which is fab to see trust pilot has agreed to keep it up. They called me a few days ago and said they were going to take me to court as I filed a chargeback with my credit card and I’ve gone against their t&cs. They stated I was going to be fined £350 (jokes!!). They were to rude to me and wouldn’t let me speak. I heard an AI recording during the call to which they said there is a recording at the beginning of the called played - it’s not. Sure this goes against GDPR! They also can’t take you to court when they have provided such a bad survive and Amex confirmed my case was legal case and had my back. Amex paid me the £799 as I have enough evidence against them. ONS also sent me this email, I’ve copied it word for word in case they say I defame them again… Call recordings Our phone system (RingCentral) is fully GDPR-compliant and plays an automated notice at the start of each call to confirm that calls are transcribed and AI note-taking is enabled. Refinement aligners As a gesture of goodwill, we are remaking your refinement set. Production takes 7-10 working days, and we will email you the tracking details as soon as they ship. Payment dispute To bring this matter to a close we will accept the chargeback and refund the £799.00. Once the refund is processed, no additional aligners or services will be produced beyond the refinement set already in progress. We appreciate your patience and apologise for any delays you have experienced. STAY AWAY!!! COWBOYS!!!!

Terrible customer service. They made my retainers incorrectly and have now stopped responding to my emails when I have requested how long it will be until my final retainers will arrive. I was told I would get a £40 refund because I sent my moulds back within a certain timeframe. This also did not transpire. They also do not tell you that your check in with the dentist is YOU SENDING PICTURES and if you do not do this then you break their Ts&C's. A dentist will NOT contact you. Honestly disgusting customer service. 12/05/25 - received a phone call from ONS. I was asked to take my above review down by 12 o'clock today to receive FREE RETAINERS. This is unethical and blackmail. According to ONS I have "inaccurately misrepresented" them by stating my retainers were made incorrectly. The phone call although initially very friendly became very aggressive and agitated, especially when I pointed out I was very concerned how many other reviews had been forced to be taken down to receive a service that was already paid for or alternatively heavily suggested should be positive to receive FREE items. I have also explained on the phonecall that I have sought legal advice and have been told that there has been a breach of the Consumer Rights Act, 2015. I was told repeatedly that the phone calls are recorded - and like I said to the member of staff I am glad that they are because now there is a record of what transpired. However, so that I am not accused of "misrepresentation" or "media threats" (because I said I would update the review to accurately reflect ONS's position) I will provide a timeline. I received 14 emails pressuring me to send my moulds back when I first purchased the kit. I sent the kit back. Received all my aligners and retainers and started treatment. My teeth are straight. I completed my bottom aligner treatment prior to my top aligners as there were a different amount. This is where the trouble has all started. Jan 26th - informed company my bottom retainers didn't fit Jan 28th told I had to ring Jan 29th I rung. Told to wait to finish my top aligners 'just in case they also don't fit'. At this point how could anyone possibly know that my top retainers ALSO would not fit? But was told if I left a review of my positive experience so far I would receive a FREE impressions kit. I left a good review because the retainers were cheap and I thought my issue had been resolved. I did highlight however in my original review you must send pictures in to meet their T&C's. March 10th told the company my top retainers ALSO didn't fit. Surprise. Surprise.THAT is why I think ONS made my retainers wrong. They already knew my retainers weren't going to fit back in January. ONS claims that I would have received refiner alignments if I had followed their Ts&C's. However why provide aligners that do not match up to the final retainers? March 21st - no kit received had to chase up March 27th - received kit with no returns. Told I had to pay for returns. April 4th proof of postage sent to ONS it was tracked. April 10th followed up because no acknowledgement of receiving impressions. April 24th followed up again because still no acknowledgement April 27th attempted online chat. Online chat suddenly stopped working April 28th followed up from online chat via email May 3rd followed up again stating breach in rights act. May 12th I email ONS admin. Receive an email back saying they will ring me. May 12th phone call from ONS asking for me to take review down. They have sent out an impressions kit. Do I think I'm going to receive my retainers? No I don't. I also had to request my refund from the beginning of the whole process AGAIN. I have received an email saying this will take 10 working days - but let's see as I have already requested this refund I was entitled to. As stated to the company I never wanted free retainers. I just wanted my retainers. The call handler at one point actually said to me I could either leave the review up and pay for my retainers or take my review down and receive free retainers. And since phone calls are recorded I guess ONS will have a record of that. Because I was disgusted. ONS accepts responsibility for the significant lack of contact. They tried telling me it was to the incorrect email address. It was not. There has only been 1 email sent to admin and that gained me a phone call. ONS has tried telling me my retainers didn't fit because I didn't send them pictures. That isn't what I initially had a problem with - although it is suspicious they already knew my retainers were not going to fit. My problem WAS that I tried to have new retainers made and was completely ignored. My problem NOW is that I was ignored AND blackmailed and I still haven't received the service I have paid for.

Avoid at all costs, shockingly bad product and service Product quality almost as bad as the hilarious customer service! Badly made warped material, no help from customer service apart from scheduling a phone call (that was never made). Nothing on their website was true, from the automated refund within 24 hours to the delivery times and product quality! My aligners are loose, don't even touch the teeth in some areas and have huge amounts of excess material that cuts your mouth. Strange since the 3d model shows the original moulds perfectly match my teeth, just the actual aligners don't. Asked for advice of trimming them and was told you can't do this as they need to cover the gumline. Informed them mine don't even reach the gumline and curl away from teeth. Their answer was to arrange a phone call to do some different mouth exercises, lol. Unfortunately they never did call to advise me what mouth movements would remove the excess material and remould the aligners to the correct shape! Shame because it would have been amusing to hear them try to explain how mouth exercises will fix their substandard product! Customer service is absolutely hilarious. You get the same telesales boy throughout, who will quite seriously pretend he's different people when he can't answer with 'check the terms' Very passive aggressive and rude (if they don't just ignore you which is a regular occurrence) when you point out their failings. Product completely unfit for purpose. Now using a proper aligner from well known brand. The dentist laughed when he saw these ones and couldn't believe they were serious aligners. Difference in quality of new branded ones is astounding. Shaped perfectly to my teeth, smooth and fit well. I was a kind of test case for a few in my class who were considering using this company. Fortunately I've saved them all a lot of pain and wasted money. All will now avoid this company A lesson learned. Read the many other 1 star reviews and their treatment of customers who leave negative reviews! Buy cheap, buy twice! Go for the proper ones, these are a joke and won't do anything to straighten teeth but you will get a laugh at the astonishing customer service! Edit after untruthful response from company! You never agreed to remake my aligners, that's completely false, no such offer was made as you still haven't responded to the email I sent you regarding the faults or made the phonecall you insisted must be scheduled to discuss this. In the chat you specifically told me they can't be altered or trimmed and no mention of remaking them or altering them was made, I have the whole chat recorded! This is false statement 1 False statement 2: I never claimed you didn't schedule a call, this is another false statement. I said you scheduled a call and never called. False statement 3, I have not spoken to you several times on the phone nor claimed I have, I've asked for you to call me twice regarding different issues, you didnt call either time. You called me once, unsolicited and unscheduled after I enquired about shipping/refund delays. Regarding the mouth movements, this was in the live chat which was recorded by both of us so I'm sure you can verify this was indeed the advice given whilst you also verify no contact was made when promised and no offer to remake was made As there has been no contact since then I'm not sure how you can claim you made this offer nevermind that it was agreed! Completely untrue. I was told I needed a call from someone who would ask me some questions and go through the mouth exercises but no one ever called despite you insisting you need to call because you can't send the mouth exercises via email Please stop being dishonest Update after 2nd untruthful response. I never said we never spoke on the phone, that's a lie, my original review confirms you called me once unsolicited and unscheduled. We have not spoken several times on the phone, that's also a lie, we spoke that once as stated above regarding delays receiving the alleged automated refund that went from 24 hours to 3 days, to 5 days, to 7 days and then10 working days None of the promises of calling me regarding concerns raised about the faulty product resulted in a call from you, despite you scheduling to call me! Re your claim of offering remakes, another untruth, I reached out via live chat and email, no offer was made apart from the mouth exercises which you scheduled a call to discuss, but never called! What you may have offered other customers is irrelevant to this review about MY experience. No such offer/agreement or conversation regarding such has ever taken place in regards to MY case! The blatant lies in responses are astounding and give a great insight into company standards!

I ordered aligners from OvernightSmile on April 10th, prompted by persistent SMS and email marketing that bordered on spam. Despite the aggressive communication prior to purchase, the company has gone completely silent since the transaction. I received a confirmation email immediately after placing the order, but there has been no follow-up regarding shipping, estimated delivery times, or product status. Over the past three days, I’ve attempted to contact their customer support via chat multiple times without any response. Meanwhile, my credit card company has now sent me a bill for a product I have yet to receive or even be assured is on its way. At this point, the lack of communication and transparency feels incredibly unprofessional, and I am seriously concerned about the legitimacy of this company. This has been a frustrating and disappointing experience. I would caution others to do thorough research and consider customer service responsiveness before purchasing from OvernightSmile.

I purchased these aligners last year, and despite being really thorough with the usage process, they didn’t move my teeth whatsoever. So disappointing, especially after persevering for all that time. I requested a refund, but was rudely spoken to and told I hadn’t followed the process properly (as I hadn’t been sending photos in) and how were they to know that I wasn’t lying?! Unbelievable. I had the law laid down to me about the Ts and Cs and was told as a goodwill they would send me a free set of aligners out so I could try the process again. They never arrived. I tried to chase it up a few times but my emails just got ignored. So £800 down the drain for a product that doesn’t work, and nothing but a pack of lies from customer service. I wish I’d just gone to Invisalign; they’re a bit more expensive, but their service is so much better and at least their product works. 100% avoid this company at all costs.