Bbob
Appalling service.
Ordered aligners in September 2024 (£799) and wore them 20hrs/day as required. However, discovered in January 2025 that my final retainer was malformed and didn't fit. Getting it right has required multiple separate impression kits, including a second full-price kit I had to buy myself (£39), on top of the original kit and a third, fourth and fifth sent after the company repeatedly lost my return in transit, or found the aligners 'didn't pass quality control and needed remaking'. So far that's £877 paid out, and I still don't have a retainer that fits. Alongside that: 20+ calls, countless emails, return kits sent without return labels multiple times, being told their "IT system was down" repeatedly, and being wrongly told a return hadn't arrived when I had email confirmation it had. In March 2026 they offered a free replacement set of aligners as a goodwill gesture after yet another lost impression kit — only to tell me in July 2026, after another failed quality check on their end, that I might now have to pay for it after all. I am still awaiting my replacement kit and customer services have gone quiet, not replying to multiple requests for an update. My teeth alignment has actually gotten worse during this process, not better, because I've spent so long wearing a retainer that doesn't fit. Customer service resolves nothing, repeatedly promises to chase up orders and then doesn't, and at one point requested that I stop using email and livechat to contact them (presumably so no trail of what was said is available?). I gave overnight smile a further week's notice before escalating my complaint and have heard nothing. I am now pursuing this with small claims court.