OvernightSmileOvernightSmile is listed under Dental Services in Albuquerque, New Mexico.
OvernightSmile (overnightsmile.com) has 177 customer reviews on Five Star Index, with an average rating of 3.4 out of 5.
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Grant J.
The website says aligners in 7 days and makes a selling point of it. Waited 7 days and nothing. Live chat says 7 working days ‘because they are made in Germany’. Where they are made has no relevance. I’ve read the terms it says 7 working days plus 2 for delivery. It’s been past that and still no aligners and no tracking. Was entitled to a refund of the impression kit, which I also had to chase twice.
Greg
I paid for the aligners via the 3 instalments option. When you pay the deposit they save your payment details to take the future instalments. They then automatically take funds from you on set days. They did this yesterday as agreed then they tried to take another payment from me 12 hours later. I was straight onto the online chat to ask what was going on - they just lied and said their accounts team realised their error in taking the payment twice and stopped the transactions - which was a lie because my bank rejected the payment as I didn't have enough funds available. Then, this morning they have tried to take another payment from me!!! Oh so I am lying now? I remember the agent typing that your accounts team were aware and they cancelled the second charge - unless I read this wrong - please feel free to publish the transcript - I am happy to be proved wrong. So just to clarify the chat transcript took place last night - in which your agent states that you would not take payment again - so why did you try and take payment again this morning at 9.00am?!!!
Response from OvernightSmileAug 20, 2024
Hi Greg, Thanks for your feedback. We can see you were charged twice and while the second payment was rejected. We acknowledged the issue here and are sorry for the inconvenience. On checking the chat transcripts with the agent who helped you. They stated the accounts team were aware of it and it would not happen again. This slightly different to what you are stating above. Please reach out to us if you need further clarification or help.
Sean
This company keeps getting my reviews taken down, I’m in the process of sending evidence to Trustpilot to get them reinstated so all I’ll say is avoid overnight smile. Chargeback opened to get my money back.
Response from OvernightSmileAug 4, 2024
Dear Sean, Thank you for reaching out. We believe in companies taking accountability if there is a genuine issue but unfortunately your review is incorrect and misleading to other clients. You recently contacted us for the first time after having the aligners for 7 weeks without any other contact, stating the aligners were defective, but you were not willing to return the aligners to be checked or provide any photos. You insisted on a refund on your word alone without any proof Unfortunately, This is not the way that returns work and it would be very unfair to clients with actual genuine issues You will also be aware that the bank are rejecting your chargeback as you have not adhered to the returns protocol nor provided proof. We have offered a prepaid return for the aligners to be checked but you have refused and until you are able to do so, we cannot assist further.
Sunshinelover
I would avoid at all costs. I thought I’d save some money by ordering these, luckily I ordered on a credit card so when mentioning the section 75 chargeback they goodwill refunded me for what were useless bits of plastic. When my aligners arrived none of them fitted, they were way off and none of the plastic had been trimmed so even if they did fit they would be incredibly painful to wear. I was blamed for taking the impression wrong and they offered to remake them. Under consumer rights you are allowed a refund or remake of a product providing you return the original product to the company. Don’t let them tell you anything else. The money back guarantee is not worth the paper it’s written on, so unless you order via PayPal, or a credit card you have no protection. Communication is good, however when you request things in writing they do not like to do that and just call every time which is difficult if you’re in a work meeting. I have now been refunded, and have gone to a proper dentist and have a Invisalign treatment plan that starts next week. Save your time, effort and hard earned money and go to a proper dentist, don’t be conned by these guys. As I said before I have now been refunded but only because I knew my rights as a consumer. Sorry overnight smile it’s a thumbs down from me 👎
Response from OvernightSmileJun 19, 2024
Dear Camilla, We appreciate all feedback however unfortunately on this occasion, this is factually incorrect. We, as a company, made a decision to cancel your treatment as we agreed we could not continue working your case. Your aligners were received and confirmed to be exactly accurate to the impressions you took, which is why we initially offered as remake as per our terms. We do, as always wish you the best on your new treatment journey.
Morella de R.
Before I started I read all the reviews which were pretty positive but I wondered if they were real as the only complaints people had was why it took so long. Everyone knows that braces take at least 6 months to a year so I was a little anxious about this company When my aligners finally arrived after much chasing and chats I knew they did not fit. They did not clip onto by teeth, there was a big gap between my teeth and the brace and they constantly filled with saliva. I messaged them and chatted to the guy who told me that this was normal and I would get used to it. Weeks went by and I followed the plan to the letter but could not speak with them in as lisped so badly and they were uncomfortable. I sent photos and was told to go back a set and start again. By this time I was 12 weeks in. A friend then got them and when I saw their fit I knew that mine were wrong. I contacted them again and after much to and froing he agreed that I should do another impression and start again. Like previous reviews there was a lot of disclaimer going on that it’s different for every client and I should not judge my set on another persons. I have wasted months on this. Have had to chase for everything and no apology that maybe it was their fault and I was right from the beginning that the braces were not a good fit. The new set have arrived and they do fit as they should but no follow up to check or apology or suggested refund for all the time I have wasted on incorrect fitting braces and being constantly fobbed off. I will wait for the course to finish but make sure you are happy with the fit and don’t be fobbed off
Response from OvernightSmileJun 15, 2024
Dear Morella, We are sorry to hear you are discontented since we remade and shipped your new aligners which you have confirmed fit well. We are also sorry to hear that you feel you have had to chase. Our records seem to show almost immediate replies to your queries - however we will take your feedback on board. As part of our guarantee, we always remake aligners free of charge when they do not fit however we need to ascertain the reason before remaking the aligners to ensure the remake fits well. As impressions are taken directly by clients and aligners are made directly from the impressions, there are occasions when impression issues arise, but are not obvious. As such remakes can be necessary which is exactly why our terms describe this and our guarantee is available. We are proud that our remake rate is below 1%. We hope and will endeavour to ensure the rest of your aligner journey is smooth and efficient.
Lauren
Company literally is the worst, don’t even waste your time. I’ve already reviewed this company as you will see below but this is a follow up on the previous review. Overnight smile contacted me giving me an ultimatum basically saying they will only refund me if I remove my review and never review again, pretty much threatening legal action if I ever did. They also wanted me to return there aligners, not that it should matter there useless anyway. Other than that they aren’t bothered to even satisfy a customer unless it suits themself, only willing to give me my refund if I remove my review so others can make the mistake of buying these aligners that don’t work! Honestly if there aligners were good in any shape or form I would recommend them 100% but I would rather recommend you stay well away from this company and product! pay the little extra for ones that will work, please don’t waste your time. Replying here to the below reply from overnight smile. I didn’t refuse to return the aligners I’d happily return the aligners if you would like them back. Yous sent me an email stating to return the aligners and remove my review and to never review again (I would contain the email but can’t attach on here) will soon be on social media. (Non disclosure and non disparagement) Basically they asked me to accept there settlement of a refund but under there orders of never reviewing or publicly speak about them related to my experience this is so they can continue to scam people with there defective product. As for the pictures they were sent, I also got a reply about the joke of a refund to these pictures so I’m confused how you’ve not seen them?? Again more lies to try make yourself look better. You’ll get no where with this company they just try find away out with excuses every time.
Response from OvernightSmileMay 26, 2024
Dear Lauren, We are disappointed to see that you have left a second review regarding your dislike of our aligners and are equally confused that you are refusing to return them for a full refund, after stating you find them ineffective. We are also very concerned that after many requests you still have not provided any photographs to us to prove or illustrate the far fetched claim that clear aligners have "made your teeth more crowded". We take all feedback, both positive and negative seriously, but believe that only correct and proven information should guide our clients choices. We are always open to help, however to be fair to all of our customers and to assist properly, we do need you to cooperate with sharing any evidence of your issues so we can meaningfully assist.
Julie S.
I posted this review a while ago but received a call instantly asking me to remove it, in the promise that they would solve my issues. Since then I emailed on the 4th April, again on 11th April following no response then had a reply on the 12th to say that they would email me to resolve (after informing them that communication needs to be via email and them agreeing). Since the 12th April I have had zero communication from OvernightSmile and so my confidence in them is worse than the original issues: Had these for a week now & have had to stop wearing them. The bottom aligners do not cover my teeth and rub on my tongue, I now have open sores and am finding it difficult to eat while they heal. The top aligners go above my front teeth onto my gums & have also caused these to bleed. They have caused me so much pain. I wasn't offered a consultation prior to receiving them as others have said & have not been provided an online platform account which I should have as stated in the refund policy. I also did not receive 2 sets of moulding putty to make the imprints or a hook to remove the aligners which are both mentioned on the website. Unsure where my application has gone wrong really as the service I have received is nowhere near what others have. I’ve ended up spending a lot of money on things that can only be described as torture devices and have no way of obtaining any form of refund. These cheap plastic retainers are now going in the bin, I’d have been better off burning the money to save on my heating bill. I’m sure they’ll respond to the review as they did last time with lies, and I imagine will hound me calls at inappropriate times again but I won’t be removing this review.
Response from OvernightSmileMay 21, 2024
Dear Julie, We are sorry to hear of your experience. We note from our records that we contacted you by email and telephone with no response. We are concerned to hear that you have had discomfort and are quite taken aback by the review title and language used as almost all clients find clear aligners to be comfortable with at most a feeling of slight pressure. We are however, here to help. If you would like to use the robust guarantee that we provide, you will need to reply to our emails/phone calls and return the aligners. It is also very important that you provide the requested photos of the issues you mention, which to date, we have not received from you. Without the return of the product or photos or a reply from yourself we are limited in our ability to assist you.
customer
Been using these for a few weeks. Haven’t seen a dramatic change yet. I’m starting to doubt if these even work. I thought i would be finished in a month as i had an event to go to!
