OvernightSmileReviews of overnightsmile.com

Ordered 3 weeks ago and haven’t heard anything since - no tracking number, update or response to enquiries.

Not convinced this company is legit. No return label in the box, have messaged twice via the contact form on the website and no response, messaged on facebook, no response. Spent £40 on impression kit and no way to get them back.

I ordered the impression kit and I’m extremely disappointed. First of al since they ship from the UK I had to pay another 17.74€ import fee once the package arrived, this was not mentioned anywhere on the process or when ordering (EU). It says the kit contains a return shipping label this was also missing!!! Additionally it says there are supposed to be 2 sizes for each tray (upper and lower), again my kit did NOT contain this there is only one size for each and it’s the large size which does NOT fit into my mouth so even if I wanted I couldn’t take the impressions or send them back. 70€ down the train and after such a bad first impression I can only imagine how many problems I would run into when actually ordering retainers

I am extremely disappointed with my experience with Overnight Smile. I paid £30 for the mould kit, completed everything requested, and sent my moulds back over 7 weeks ago. Since then, I have heard absolutely nothing. There has been zero communication, no updates, and no clear indication of where my order is or what is happening. For a company taking people’s money, this level of customer service is completely unacceptable and highly unprofessional. At this stage, the lack of response and transparency makes the whole thing feel like a scam. Customers should not have to chase endlessly just to find out what is happening after paying for a service. I would strongly advise others to be cautious before ordering unless this company improves its communication and reliability significantly.

Do not recommend at all please don’t waste your money or time! Customer service with this company is absolutely shocking. When there is an issue they are completely unprofessional, argumentative and rude over emails. They would rather you call if there is an issue than email because they can say what they like with no evidence over the phone! You will wait for ages for any sort of acknowledgment or responses from them when you are highlighting an issue with their product. A company is only as good as their customer service and unfortunately these guys hugely let themselves down on that side of things!! The product did work well but sadly after 6 months of doing the treatment it turned out my retainers did not fit. This is something I raised to overnight smile before I had finished the aligners as I didn’t think it was going to work and I perhaps needed a few more weeks in between or maybe another set of aligners before I could switch to just retainers. Since then I’ve had to do numerous moulds where one of them has been lost and they never even contacted just hoped that I’d forget, I’ve been ignored, wasted £799 and worse of all the treatment has become completely pointless as my teeth are now back to where they were at the very start! It’s entirely unfair to take advantage of people’s insecurities. I strongly believe that their advertisement for their ‘professional’ skills in this department couldn’t be further from the truth and I wish I had just spent more on a proper company who truly want to help people. Please don’t be fooled by the companies responses to the bad reviews! I fell for this unfortunately as they respond with their idea of ‘facts’ but it is all rubbish to cover their backs and avoid any responsibility when someone holds them accountable.

I’m just confused by my experience, to be honest. Initially something happened with the address - an issue on my end (my phone reverted the delivery to an old address!). I emailed customer service and got a reply almost immediately asking me to confirm my new address and they would change it for me. Great. I replied within half an hour. From then I got no confirmation. I waited a few days, then I sent a few emails which I got no response to for a week. I then changed the title to ‘Scam Product?’ (14th March) And got a reply almost immediately saying someone would be in touch. I advised I don’t want someone to call me - I just want the product either delivered to the correct address or a refund as otherwise the parcel won’t reach me. They came back and explained there’s been a technical error on their end which is why I’ve had no response. Fair enough. They said they would give me a refund and as a gesture of goodwill they would send the parcel out anyway. I was happy with this but said it would need to go to a specific address in order to reach me as I’m in the process of moving so if that’s not possible, just the refund would be fine. However they came back and said to confirm my address and they’d get it sent there. So I did. And again, they’ve gone radio silent. On 19th March I chased and asked where my refund was as I hadn’t received it. I THEN received a shipping email to let me know my delivery was coming… to the very first incorrect address! I reached out again to say this was happening and I’ve still had no response, no refund, and no delivery to the correct address. Sadly, even without purchasing the full product I couldn’t recommend buying this to anyone based on my experience.

Round two of leaving a review. I originally left a review based on a bad experience I personally had with my aligners. I explained the lack of willing to help when my aligners wouldn't fit. I left feedback based on my experience. I left an honest and truthful review. I was greeted with a call the following day asking me about my concerns. We spoke for a while and I was asked if I would take the review down and they would redo my aligners as a discounted rate. I appreciated the call and they promised that if I removed the review they would email promising me to redo my aligners. This was the 19th of Jan. 3 weeks on, I have sent about 5 or 6 emails asking for updates. I have called and told they are busy and I'm in a que. I was told it takes 7 working days, but they would be with my early next week. I was then told 10 working days but they would be received this week. Its now 15 working days and I think I've given up. No updates on despatch, no ticket reference, nothing. I just feel a hindrance when I chase and get no replies. Do I really want to part with more money for a business who doesn't seem to care... No, I think it's best I cut my losses. The experience as a whole has been very poor. Im not interested in another call, please don't waste your time. I will forward comms on to trustpilot, so they can make their judgements. Lesson learnt for me. Lowest price solution for a reason. Please do your research before handing over any money. There are a lot of similar reviews to mine. £700+ wasted.

I would not trust this company. They flag genuine reviews as defamatory and abuse Trustpilot to have them removed