DestinationSmile Avis 53

Was pushed to write a review after my first consultation (hence their half decent rating), and very glad I didn't in hindsight.
Started my treatment in August 2021, and it's been a pretty shocking experience throughout. I received my first set of aligners okay, but from there everything went south. Had absolutely no guidance or communication whatsoever from Destination Smile ever since receiving these (despite only purchasing the treatment after being reassured that there would be regular followups and progress checks), and they have been a nightmare to get hold of, with extremely late and unprofessional email responses and no answer whenever you try and call.
After reaching my first set of retainers, my teeth were far from straight, so I needed to arrange a new set of aligners. It took 2 months for them to give me a date to have a consultation, and when that date came around they didn't even join the call. Their response on email when I asked if they were turning up was "Hi, sorry I'm off today I will have the dentist call you" which, of course, never happened. So, after chasing them again, they told me that I needed to come in to have a scan to get the new aligners made. Every date I said I was available to do, they said they couldn't (even 6 weeks in advance). When I finally managed to get them on the phone, they said that all of the dates I'd suggested were actually fine, so 3 months after I first told them that the treatment wasn't working I was able to get an appointment to get my teeth scanned and new aligners made.
During this time, I had moved house. When I turned up for the appointment, I gave them my new address and emailed it to them as well just to make sure that the aligners were sent to the right place, and not my old address. After this, they sent the packages to my old house 3 times. Every time, I told them that it was the wrong address and gave them the correct one, and it took 4 attempts until they sent it to the right address.
Whenever I would check in to see when I could expect a package to arrive at my actual address, I would receive replies like "They are on their way mate" and they somehow blamed Brexit (?????) for the delays and mistakes in shipping. In June, 4 and half months after contacting them to arrange new aligners, I finally received the new ones. Around the same time, I received a text from DS saying that they had ceased taking on new clients, and provided a new email address and contact number for Skn clinics, who they said would be dealing with their existing customers from now on.
Unfortunately my final retainer cracked a few weeks ago, and I've been trying to reach out to them to arrange a new one. The email address has no responses at all, and the phone number provided is for a French company with absolutely no relation whatsoever. At this point, it's likely that my retainer will snap completely (it gets worse every day), and my teeth will return to how they were 15 months ago when I started treatment, wasting a colossal amount of time and well over £1k of money for absolutely no gain whatsoever.

Firstly I would like to say the treatment provided at the beginning was great.👍 I finished my plan in march this year with my teeth looking great.
but since I have sent email after email for someone to get hold of me about the teeth whitening I never got and also wanting a second retainer (which I will happily pay for).
But no reply if anyone from the team sees this please could you make contact.
I feel the aftercare is very poor and definitely was told different upon starting treatment.

Never use this place to try get your teeth sorted.
They made 3 braces for me after I paid for my treatment and got the brace size wrong everytime. They constantly passed on the blame and tried to blame me also. I promise you i never write reviews but I had to so no one else had to pay for treatment and never receive it. The main manager David is a total tool. They will reply to this with the generic email saying please contact customer support but the best thing about that is you can’t call them because it goes to a dodgy voicemail with a American lady saying leave a message.

So everything started out well, customer service team were great, aligners were done and sent to me in good time, they communicated regularly prior to receiving them updating me on all the processes and obviously the price is good compared to other companies.
However, they don’t maintain good contact throughout treatment. I also came into trouble with my retainers as they began not fitting properly and was advised to go back a set etc which never worked. If you grind your teeth in your sleep they break so so easily, by cracking and getting small holes in them. I advised them of this beforehand and why I was reluctant to pay for it if it was going to work and they reassured me that it wouldn’t be a problem at all. However, when I told them of a few of them cracking so badly it was obvious they weren’t quite doing the aligning job correctly, they told me I would need to pay for new replacement ones and that “accidents happen” (obviously I unconsciously grind my teeth in my sleep and did not ever break them in any other way). I am now in my final set and they don’t fit properly but obviously there is nothing I can do without paying extra. They also never sent out an extra pair of aligners as they promised due to them messing up an appointment prior to starting treatment. Also, don’t believe that they will give you a free whitening kit or any other products as they have never been sent to me. A lot of money for a very poor customer experience and would not recommend this company at all.
By the way, They bombard you at the beginning before you start treatment to leave a review of experience so far which is obviously where all of these good reviews are from

Everything is very good in the beginning, when you sign up as a customer. I had my video consultation with Tania which was amazing, then my aligners arrived like two-three months later.
I was told that I would get an appointment half way trough my treatment plan.
But never heard from them again.
I went trough all the sets religiously and see some results, then I used the last ser of trays but feel left alone as I have to chase the consultation myself, Tania left apparently
Don’t know who is now dealing with customers, but seems to be a bit of hard work: they told me on the 6th that they will arrange an appointment. But did not hear anything after 8 days. So I chased it up.
Then eventually I got an appointment but on the day of the appointment they said that zoom links were down. I only had the dentist on the phone.
I was promised a reschedule but did not hear again from them in 10 days
Now I chase up again. I will have an appointment on Monday. I hope.
So I don’t know what is going on. Do you get the aligners and then good luck to you?
This is not good enough

Amazing, effortless experience. I’m almost completed my original plan and will probably need a few more but I’m so impressed.

Tania has been very helpful making sure my impressions are done correctly!
I cant wait to start my journey!

I had the best service today from Tania. She gave me clear step by strep instructions to take my impressions. She also gave me further informations. Tania is very helpful and kind, thank you!!!

Tania was fantastic. She gave me clear step by strep instructions to take my impressions. She helped me with further inquiries too. Thank you very much.

I have received the best service so nice and friendly to talk to. help you step by step through everything couldn't recommend them highly enough. For myself who had spoken to a lot of teeth clinics destination smile stood out from them all with pricing and customer service!

My experience with destination smile has been amazing. Tanya has always been so helpful answering all my questions and was a massive help assuring me I got my moulds done correctly. Looking forward to see the results.

Fantastic company, today i had a web video call with Tania to help guide me through doing my impressions kit. Lovely lady very helpful, professional and kind

Both me and partner have gone ahead with this amazing company and David who assisted us. He has been brilliant from the beginning, any questions or queries that I had he was happy to help.
The process has been so relaxing and content, and the staff don’t push you.

I would highly recommend this service to anyone who is considering to start their teeth journey. For me, this is a perfect opportunity to finally love my smile!

Thank you in advance David.

Regards
Ella &Emiljano

David is dealing with my purchase, he has been amazing with lots of information and explaining the process from start to finish

I secluded a zoom call for assistant after receiving my impression kits. Spoke to Tania. Tania was extremely helpful and through with instruction. While we was on the call she also secluded me a appointment with the dentist going forward with my treatment. Thank you!

Brilliant services, really please! Cannot wait to start my smile journey

Sulieman was very friendly and helpful , can’t wait to start treatment :)

Was a really positive experience, he was really informative and really reassuring.

Sulieman was very polite and professional . He explained everything with detail and gave a very good deal which I can’t wait to start. Thank you

I spoke with Tania over zoom. She was very nice, informative and helpful when showing me how to take my impressions :)