OvernightSmileReviews of overnightsmile.com

Absolute joke of a company! Avoid! I’ve been waiting 6 weeks for my aligners to turn up and despite chasing weekly, have been lied to about when they will be arriving 3 times. I am still waiting and have received hostile and rude service from the customer service person every time I call. I’ve literally been polite and he has started arguing with himself, banging on about terms and conditions that are on the website, when I never even claimed not to have read them! If I could go back, I’d never have bought from them! I wanted my teeth fixed in time for my wedding and if they’d arrived in the 7 days as per the promises on the website, my teeth could be a good part of the way there by now. As it is, it’s been a waste of my time and money so far. I’m a busy mum and had to waste so much time chasing these morons! Their 30 working day ‘buffer period’ is now coming to an end and I’ll be requesting a full refund. Absolutely furious

Very poor experience. I had ordered my impression kit and it arrived promptly. Following the basic instructions provided I did the best I could. I was speaking via their online chat throughout and asked them for confirmation that the impressions I did were ok before packing them away and sending them off. They confirmed they were (no need to use the spare set incase of mistakes - happy days). I sent the impressions off and the expectation was to get the scans / treatment plan back within a couple of days. A week or so had passed and I hadn’t heard anything (repeatedly checking my emails). I reached out to the online chat and was assured my scan and treatment plan would be sent the following day (no mention of a problem). Another few days or so had passed and I hadn’t received anything (repeatedly checking my emails). I once again reached out via the online chat to ask for an update. The agent offered a call but I was away on business. We then agreed for them to email me so I could call when available. The email never came. I reached back out to the online chat (again - notice the running theme here, no communication or updates. Me, the customer always reaching out) and asked for an update and what was going on. Matthew then called me back, informed me they had tried contacting me multiple times to no avail (not true and couldn’t tell me via what method or when this supposed, attempted contact was made) and explained the impressions were not done properly (original chat agent after sending photos said they were fine) and as a ‘gesture of goodwill’ will send another free kit out (usually they would charge me). I asked Matthew why nobody had emailed me to arrange a call prior, I asked why the original agent said the impressions were good, I asked why there was no communication throughout. I wasn’t supplied with an effective or justified response. I explained my confidence in the company and service was now diminished. Something as important as teeth require the upmost professionalism and attentiveness. I haven’t felt I’ve received this. Matthew did apologise, and acknowledged someone had dropped the ball somewhere and not communicated efficiently. I was offered a full refund for the £39 impression kit which was a nice gesture (after the mention of a trustpilot review). This is no way a dig at the agent, Matthew. He was fine. The whole experience made me distrust and lose confidence in this business. If they struggle to communicate at this early stage correctly and efficiently, why an earth would I trust them to align my teeth?

I had an absolutely appalling experience with Overnight Smile. After submitting my impressions, I received a completely useless 3D treatment plan three days later—only one single tooth moved in the simulation. I contacted customer service, and the next day, I received a call from a man who claimed to be a dentist. I was extremely polite throughout our conversation, yet he was hostile from the start. I explained that the 3D plan showed no real improvement. His response? That my tooth was “twisted” and their aligners couldn’t fix it—I would need to see an in-person dentist. Since their own representative admitted that my case wasn’t suitable, I requested a refund of the £39 I had paid for the impression kit, as per their own website’s policy. His answer? A complete refusal. According to him, my case was “partially suitable,” so I wouldn’t get my money back. Partially suitable?! That’s not what their refund policy states. When I mentioned I would leave an honest review, things escalated—he started shouting at me and, unbelievably, threatened to report me to the police for blackmail if I left a negative review. This was beyond shocking. My heart was racing—I have never been spoken to so aggressively by a supposed professional. When I told him I would begin recording the call, he immediately changed his tone and suddenly offered me a refund—but only if I agreed not to leave a review. This is not just unethical—it’s likely illegal. Under UK consumer law, a company cannot make a refund conditional on a customer staying silent. As if this behaviour wasn’t bad enough, he also had the audacity to question whether I “knew the laws of this country” because of my foreign accent. Is this how Overnight Smile trains its staff? Is this blatant xenophobia? Does he, in fact, know the laws of this country himself, particularly regarding threats and discrimination? A company hiring someone like this is deeply concerning. For anyone considering Overnight Smile—avoid them at all costs. Their product is questionable, their customer service is aggressive and intimidating, and they actively try to silence negative feedback. No legitimate business should operate this way. I will be reporting them to Trading Standards, the General Dental Council, and other relevant regulatory bodies. If Overnight Smile attempts to remove this review, let me be clear: I have the full recording of this disgraceful phone call and will publish it across all my social media platforms if necessary. Furthermore, I am formally requesting that, upon their knowledge of this review, all my personal data be permanently erased from their records under my rights outlined in the Data Subject Access Request (DSAR) guidelines. Given that they employ such aggressive individuals, I am genuinely concerned for my safety and do not authorise any further contact from this company, including phone calls, emails, or any form of communication.

Massive delays when shipping the aligned. I was promised shipping would be after 7 days from purchase. It has been nearly a month. Empty promises on the phone and through email too. Beginning to think scam definitely.

Stay well clear of this company! it’s a scam. I was contacted by a private number to start with by a person called Jonathon claiming that they will not send out my first set of aligners (the website states delivery in seven days) until I make the second payment (out of three payments) even tho I was given the option on the website to pay in three instalments. He then went on to say that he didn’t trust me that I was going to pay the remaining two instalments which I found to be very strange as I was given an option to pay in three instalments on the website. My plan was meant to last only a month as I needed very little movement in my teeth. Once my second instalment was paid (a month later) they then sent out my first set of aligners these did not fit properly but I trusted the process. I have had these on for five weeks now and they’re still yet to send out the final set of aligners which were meant to be sent out weeks ago. I have contacted them many times but all they say is that they’re out for delivery or that the delivery has been delayed. My teeth have not moved in the slightest, the customer service seemed to be the same person every time I contacted them (Jonathan) very rude. I will be seeking a refund for the money they have taken from me along with contacting trading standards. Stay well clear of this company!

This is literally the worst company I’ve ever worked with. The bottom aligner mould had an error that made the tray not fitted to the bottom front teeth. This should have been obvious before printing based on the different thicknesses of the tray for the left and right bottom teeth. The company was notified early into treatment as I noticed the error was present in every progressive tray New mould kit was sent out. I had to chase to get feedback. They requested I do it again. They said they sent it out, but Royal Mail never received anything from them. I chased again. A month passed from this point. Another kit was sent. I redid the moulds and sent them back. I didn’t hear anything for more than a week so followed up again to see if they were satisfactory. It took them days to reply. They indicated new trays would be printed the next week. A week and a half later I checked again. It would take two more weeks. The first communication was in September. Now were in mid December. Past the 21 days for replacement trays (from the approved mould being received.) I still haven’t received a response on shipping time which will dictate where the trays need to be sent as we’re now at Christmas. Apparently the manager notated that he called twice yesterday (though I requested email.) My phone has no missed calls from anyone yesterday. And I have no follow up email to these supposed calls. EDIT IN RESPONSE TO ONS REPLY: I appreciate that ONS called me to follow up on this review. As my challenge to date has been not only been receiving timely response but also follow through agreed upon next steps, I will hold on further revising this review until I receive the amended trays. In the interim, I have removed some outstanding concerns which we were able to address via comms over the last day. I am hopeful it will be resolved positively and swiftly from this point.

It’s 4 months to the day when I paid for my aligners and I still don’t have them! Paid in full but no contact from manager, just empty promises that they are on their way! 1st set of aligners didn't fit and cut my gums (they didn’t look anything like my models) they were sent back and new moulds were taken but still waiting. I had to contact the company as they took 3 pay instalments in one go! Shocking service, shocking products so be warned………

I am very disappointed with the service I am receiving from this company. After completing the kit, I returned and agreed to go ahead with their service ordering the aligners. I chose to pay over 3 installments. I received my first 2 aligners which did not fit whatsoever, I persevered for a few days and still no luck, I contacted customer service to advise they would not fit, sending photographs as requested. I finally received a call after a couple of days of sending a chat to them, where they agreed that a new kit would be sent out and aligners to be remade if necessary. Although I was told a week ago the kit had been shipped, I am still awaiting this after 2 weeks. I have contacted the chat daily and keep getting told it has been shipped, though they will get someone to call or email me, which surprise surprise, I am yet to receive too! My 2nd payment has now been collected and up to now I am yet to receive the full service they claim to provide. Having requested a refund, this has been refused due to it not being their policy, leaving me no other option than to seek further advise and awaiting a response from my credit card company in relation to the payments.