"Either their communication is really terrible or it's a total scam"

After having fully paid for my aligners, the tracking number for Royal Mail shows that they are expecting them and nothing has been updated since. This was over a month ago.

I have reached out via WhatsApp about 10 times and emailed twice and I have not heard anything from the company.

At this point I'm assuming this is a giant scam and I've just spent over £1,300 for nothing. To be clear, when I wanted to switch to night only aligners they were very communicative when they wanted an extra £100 from me. Since that was paid I cannot get a response.

I'm going to have to take legal action if I don't hear back because this is absurd.

Edit to add: I can see they're responding to positive messages or ones they can easily refute (like saying they are not an actual dental practice), yet they have not responded to my MANY calls, emails, and Whatsapp messages.

AVOID THIS COMPANY. I've contacted every business and consumer protection agency I can to try to resolve this.

Edited after their response:

This is a stock response you've used for everyone else. Nothing is getting taken care of.

"Awful and worse experience I've had"

Awful and worse experience I've had. Communication is disgusting and failing, they won't reply back to WhatsApp, phone or emails at all despite it saying it offers help 7 days a week. Refunds they don't do, video impressions awful. Don't waste your money scam

"REPORTING COMPANY TO TRADING STANDARDS AND WILL SOON PROCEED LEGAL ACTION"

AFTER A CALL WHERE I WAS ASSURED BY SHAIRA THAT COMMUNICATION WOULD IMPROVE, NOTHING HAS CHANGED. NO UPDATES, NO PROGRESS—JUST BROKEN PROMISES.

THE SITUATION HAS NOW ESCALATED FURTHER DUE TO SERIOUS COMPLICATIONS, INCLUDING BONE LOSS CAUSED BY THE ALIGNERS. THIS HAS RESULTED IN NOT ONLY PHYSICAL DISCOMFORT BUT ALSO THE NEED FOR CORRECTIVE PROCEDURES THAT WILL COST FAR MORE THAN THE INITIAL TREATMENT.

THE STRESS AND FRUSTRATION OF BEING LEFT IN THE DARK FOR SUCH A PROLONGED PERIOD HAVE MADE THIS ENTIRE EXPERIENCE UNBEARABLE.

I HAVE REPORTED THE COMPANY TO TRADING STANDARDS AND ENCOURAGE OTHERS FACING SIMILAR ISSUES TO DO THE SAME. IF THIS MATTER IS NOT RESOLVED IMMEDIATELY, I WILL HAVE NO CHOICE BUT TO PURSUE LEGAL ACTION.

AVOID AT ALL COSTS.

Edit: how can you say you hold yourselves to high customer care? It has been over a month and I’m still waiting for resolution and response?
Responses via email take 2 - 4 weeks at a time
The only time this company responded quickly was before payment then it all goes down hill as soon as you receive payment!

"WARNING"

I posted a previous review about the poor communication and service received by NewSmile. I was instructed to contact the Reviews team which I did on 26th November and this is still not resolved. PLEASE do not use this company. They use purposeful delay tactics and poor communication to keep your money!

"Avi is really friendly and helpful…"

Avi is really friendly and helpful thanks to her

"Ivy was so wonderful"

Ivy was so wonderful. Patient with me and talked me through each step. She fitted me in for another appointment and was so helpful each step. I needed smaller aligners and she arranged this so quickly. She was wonderful and made the process so easy

"Very patient and smart impression kit…"

Very patient and smart impression kit specialist.
Thank you Ivy.

"SCAMMERS THAT WILL TAKE YOUR MONEY"

SCAMMERS THAT WILL TAKE YOUR MONEY

Upon reviewing your account, we have noted our previous discussion about proceeding with the process. If our dentist determines that you are not suitable for aligners, we can process the cancellation of your account. However, please be aware that due to multiple open disputes on the account, your request has been put on hold. Unfortunately, at this time, you are no longer eligible for cancellation as you have surpassed the 5-month cancellation period.

"Ivy is great! Good experience so far"

I’m still on the making moulds part of the journey at the moment, but Ivy is brilliant and is very helpful! I’m looking forward to the rest of the experience and will update once I get further down the process.

"Lou was very pleasant and patient with…"

Lou was very pleasant and patient with me.