OvernightSmileReviews of overnightsmile.com

Purchased, completed and returned my impressions in August. Was sent the 3D animation of the treatment to review, which was incorrect, it started off by giving me a gap between my front teeth, which I don't have. I raised this issue with them, and was told a member of the team would contact me. It's almost been 2 months and I've not heard anything, apart from almost daily emails saying "ACTION REQUIRED" (as you only have a few days to accept and pay for the treatment, which isn't mentioned anywhere), and telling me to return the impressions kit, which I already had done. It's been a complete waste of time and money and seems like a scam.

Ok now officially fed up with them and had really given them the benefit of the doubt. I was given four extra aligners for the top teeth as the original set were so badly made but I was relieved that I didn't have to pay although I was told I'd have to remove a bad review first and send proof. Unfortunately teeth still need more to finish the job even after these new aligners. So I emailed five days ago to ask how much to purchase further top aligners and basically just been ghosted. Dealing with overnight smile has been like pulling teeth (excuse the pun) and I'm probably going to end up paying an orthodontist. Also I noticed other day that on their price comparison with Invisalign they state that they offer 24/7 dentist availability. I'm not sure if its just one guy who runs this but have only ever dealt with him. Anyway I'm fed up now and will pay out for express Invisalign to finish my teeth off.

Constant “your plan expires tomorrow” texts before I paid, then no contact after. Six months on, my teeth do not match the 3D plan they used to sell it. Site claimed 3–6 months and guaranteed results. Monthly photo rules for that guarantee were not explained up front. They refused a refund and, after I complained, I was told about a charge of about £200 if I did not withdraw it. Their terms mention a £199 admin fee in some disputes. Aggressive and bullying tactics like others have already said. Avoid.

Customer services is none existent. Constant delays 'a member of our team will get back to you shortly' and never do. Constant chasing, multiple wrong retainers and having to get re-moulds. Trying to charge me the full amount when payment was for a single retainer. I warn anybody to do business else where, do not go with these, I have no idea how they are still in business

Unfortunately, my experience with Overnight Smile has been extremely stressful from the beginning. The problems started when my impression kit arrived. The box was damaged and there were no instructions included. I tried contacting customer service for help, but it took forever to actually get hold of anyone. The next issue was having to chase up the prescription. Eventually I managed to place my order, but communication became so poor that I genuinely started to worry that the whole thing might be a scam. My emails and phone calls were not being returned, despite the amount of money I had paid. When I finally spoke to someone, I dealt with a very angry young man who seemed to take personal offence when I explained my concerns. He ranted at me and threatened to hang up if I became “aggressive”. Ironically, the only person I felt was being aggressive during the conversation was him. It was an extremely unpleasant way to treat a worried customer. I was told my aligners would arrive within three weeks. On day 22, having heard absolutely nothing, I contacted them again and was told they had already been dispatched. Yet nobody had sent me a dispatch confirmation or tracking number. Thankfully, I have now received the aligners, so I am relieved about that. However, even the final presentation was disappointing. They arrived in a flimsy box with packaging that leaves a lot to be desired — and, once again, there were no instructions inside. I sincerely hope the aligners themselves work, because the product now has a lot to make up for. The whole experience of dealing with Overnight Smile has been unnecessarily stressful. Better communication, proper instructions and respectful customer service would have made an enormous difference. For something involving your teeth, your money and your confidence, customers deserve to feel reassured — not ignored or spoken to aggressively.

Update: On 16 September, following their initial contact, I emailed them asking for my questions to be answered in writing so that I could properly review the information and keep a clear record of the advice given to me. I did not receive a written response to those questions. OvernightSmile did attempt to call me a second time on 26 September at around 8am, moments prior to leaving their review reply belwow. However, I have asked for the information to be provided by email. I have waited 10 days for a written response to questions I raised and only got a second call after posting a review. Via their own marketing emails, my treatment plan has expired and can no longer be purchased. I now understand that, under their terms, I will also need to redo my impressions before proceeding with a new treatment plan. What I find particularly frustrating is that I was actively trying to clarify my concerns before proceeding with treatment, and I requested written communication so I could properly consider the answers and potentially review them with a dentist in person, if required. Instead, I have been left waiting while the treatment plan has expired. OvernightSmile have now responded publicly to my review saying they aim to answer questions promptly and that they attempted to contact me by telephone. I appreciate that they have attempted to call, but this doesn’t change the fact that my request was for written answers and those answers were not provided within the 10 days I was waiting for them. Original: I purchased an OvernightSmile impression kit and completed the impressions at home. I wasn’t confident that one of the impressions had been taken correctly, so before sending the kit back I contacted OvernightSmile and specifically asked whether I could send photographs so they could check it. I was told: “Please share a photo and we can advise.” I sent the photographs as requested, but I did not receive a response advising whether the impression was suitable. I then followed up again because I was still waiting for an answer. I also later had concerns about the proposed treatment simulation and wanted clarification about the movements being shown. I specifically asked for the information in writing so I could properly review it and keep a record of what I had been told. Instead, I was told that someone would contact me by telephone. I emailed back and requested the information in writing, particularly because I had specific questions about the proposed tooth movements and wanted to be able to review the answers carefully before making a decision about treatment. This has been unanswered and ignored. What is particularly frustrating is that their own terms state that issues with impression errors or requests for additional material need to be raised within one week of receiving the kit. I was trying to raise the issue promptly and get confirmation before sending the impressions, but I didn’t receive the response I was asking for. Their terms also state that if impression kits are used incorrectly they are not refundable and may not be replaced free of charge. This is something I think prospective customers should be aware of before purchasing. As a result, I now understand that because the impression kit has been used, I cannot simply have another kit issued/refunded if the impressions aren’t accepted, despite having contacted the company to ask for guidance before sending them. I have also found the communication frustrating because when I specifically requested written communication, I was instead told someone would call me. I have not proceeded with purchasing the aligners because I have concerns about the proposed treatment and wanted those concerns properly answered first. However as my email has been left unanswered, I can no longer proceed with this treatment and will have to take new impressions if I wish to go again. For anyone considering OvernightSmile, I would strongly recommend reading the full Terms of Use before purchasing the impression kit, particularly the sections concerning refunds, replacement impression kits, treatment-plan approval and the consequences of incorrectly taken impressions. This review is based solely on my own experience and the written communication I have received from the company.

Con merchants! Emailed twice with no reply so I returned the kit unopened for a refund as I didn’t trust them. They claim ‘Top reviews’ Scratching a 3.3! Being an old fool as I am I trusted them at their word. Another company out to con the public. A refund….. not a chance! Go to your own dentist and pay the extra. At least you will get an honest service.

Ordered an impression kit which came very quickly. Completed the moulds and sent them back within a few days and had an email to say they'd been received at their end. Their website says the 3d plan will be sent within 24hrs. I have messaged on their chat system and I have also emailed and not had any response. I appreciate it has only been 5 days since they received them but why mislead people on your website. If it takes longer then just say so. And the worst part is the no response from them x2. I shall not be proceeding with this company (if they did ever get back to me) . Glad I found this our now and have only lost the money for the impression kit.