Do NOT trust this company. The products don't fit correctly and therefore didn't work. "Customer service" (chat, email, app doesn't even open) is non responsive and completely unhelpful. I am left w... See more
Company replied
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See what reviewers are saying
Staff was efficient, the visit was thorough, they used a scanning tool to reproduce my entire mouth...stunning to see it coming alive. They explained all the costs involved and the step by step how t... See more
Company replied
I was a patient of plus dent and everything seemed fine. Since being advised my treatment would be carried out by Dr Smile I have had no communication in regards to my treatment plan, my plus dent app... See more
Company replied
I am very happy with the treatment, mainly because I travel a lot and cannot attend main visits all the time. When I go back to Barcelona or Madrid I can always come for an appointment, but for the... See more
Company replied
Company details
Written by the company
DR SMILE es la alternativa perfecta para conseguir tu mejor sonrisa sin necesidad de los clásicos brackets, ayudando a corregir problemas de alineación y maloclusiones leves (previa evaluación por dentistas). ¡Es muy sencillo! Solo tienes que reservar tu primera cita gratis y sin compromiso en una de las más de 100 clínicas asociadas para tu escáner 3D. Después, recibirás un Plan de Tratamiento adaptado a tus necesidades, con un presupuesto personalizado ¡y una simulación de tu futura sonrisa! Cuando confirmes la compra de tu tratamiento, fabricaremos unos alineadores únicos para ti y te los enviaremos junto a todo lo que necesitas en tu caja DR SMILE. Usa cada alineador 22 horas al día durante 14 días y... ¡empieza a sonreír! Los alineadores invisibles DR SMILE son la solución ideal para conseguir unos dientes rectos de forma cómoda, sencilla y eficaz. Además, puedes elegir entre realizar un pago único o financiar tu tratamiento desde 31€/mes hasta 48 meses sin intereses. ¡Descubre todas las experiencias y pide tu cita ahora! https://drsmile.es/booking/
DrSmile | Ortodoncia Invisible
Written by the company
- Tu sonrisa perfecta desde 31€ al mes
- Expertos en ortodoncia invisible
Precios fijos garantizados
- sin costes ocultos durante tu tratamiento
Con nosotros no hay precios ocultos: desde el principio te decimos cuánto costará tu tratamiento, sin recargos, sin costes extras. ¡Te ofrecemos un paquete fijo y completo en el que puedes confiar completamente!
Contact info
Claudio Coello 92, 28006, Madrid, Spain
- 910 782 123
- cliente@drsmile.es
- drsmile.es
3.1
Average
5K reviews
Replied to 92% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Do NOT trust this company
Do NOT trust this company. The products don't fit correctly and therefore didn't work. "Customer service" (chat, email, app doesn't even open) is non responsive and completely unhelpful. I am left with teeth exactly as before and thousands of euros I'm still paying for without any support or recall. This company has ripped me off.
January 28, 2026
Unprompted review
Reply from DR SMILE ES
Hola Sam,
Lamentamos que tu experiencia no haya sido la esperada. Hemos tomado nota de tu experiencia y entendemos los problemas que enfrentaste. Estamos enviando inmediatamente tus comentarios al equipo apropiado que investigará esto de inmediato. Queremos asegurarnos de que tu problema se aborde y se resuelva por completo. Agradecemos tu paciencia.
- Impress Team
Would not recommend
I bought this treatment 5 years ago and it was a very good service at the time, they shipped to Ireland when I needed new retainers and they assured me when I did the treatment if I ever moved back to Ireland they would deliver. 3 years later they decide not to ship anymore after I had broken my retainers, my teeth have moved they told me they could not reimburse me even though they could not provide me with the aftercare I needed, they then told me they would reimburse me if I bought new ones in Ireland, I have sent multiple emails to confirm that I am going to make an appointment and if I send the receipt will they reimburse me they have not responded to my multiple emails, I cannot get in touch with customer service. From loving the service to now this I am not happy and I really regret paying the money because I am back at square one with my teeth and probably have to pay for another treatment again in Ireland
March 28, 2025
Unprompted review
Reply from DR SMILE ES
We are very sorry to hear about the inconvenience and frustration you've experienced. We understand how important aftercare is, and we deeply regret that you have not received the level of service you expected.
We have checked our records, but unfortunately, we cannot locate your details in our system. Please reach out to us directly via email or private message with your information so that we can investigate your case further and find a resolution as quickly as possible.
We are committed to helping you and ensuring that this matter is addressed appropriately.
Thank you for your patience, and we look forward to assisting you.
Dr Smile fatal
Exactly, one star is too much for it. I have waited for my fixed retainers in Spain , Gran Canaria since May. Nothing works. I need to wait for 3 hours for a Spanish service on live Chat, English is not available all the time. Phone call is not available. The customer services always find excuses to let me wait , wait, wait. Don't trust it at all. Don't, Don't.
November 18, 2024
Unprompted review
Reply from DR SMILE ES
We are sorry to hear about your negative experience and sincerely apologize for the frustration you've encountered. It’s clear that we failed to meet your expectations, and we understand your concerns regarding the delay in receiving your fixed retainers, as well as the challenges with customer service response times.
We truly value our customers' time, and this is not the level of service we aim to provide. We have been working on improving communication channels to better serve our clients.
If you wish to discuss your case further or if there's anything we can do to resolve the situation, please feel free to reach out via email or any of our available contact methods. Your feedback helps us improve, and we hope we can find a solution for you.
Thank you for sharing your thoughts.
This company went bust in Poland and…
This company went bust in Poland and now i wonder if they go bankrupt also in other markets. i have a treatment in barcelona and they stopped working with all dentist here as well as any other city in spain i tried. i cant get my ipr done and am stuck halfway. its a pity as the product itself seemed to be working
November 4, 2024
Unprompted review
Reply from DR SMILE ES
I'm so sorry for your situation. It seems incredibly frustrating, especially when your treatment was going well, but now you find yourself without access to the services you need. It's understandable that you're worried about the future of the company, especially after learning about the problems in Poland and the difficulty accessing treatment in Spain.
Given the current situation, I recommend you contact Patient Services or your support team, if you haven't already, for guidance on the next steps.
I truly hope you receive the necessary support to resolve this and that you can complete your treatment soon.
Do not buy from them
Do not buy from them, you will pay a lot of money, and they will not give you the service that you need to finish your treatment. Just like that they stoped working with all the clinics in Barcelona, so not you can't find any appointments at all. my attachment broke and i've been waiting for 2 weeks to get an appointment
November 4, 2024
Unprompted review
Reply from DR SMILE ES
I'm so sorry you're going through this. It's completely unacceptable to be left without the necessary support, especially after paying so much for treatment.
You can contact Impress Patient Care for guidance on your treatment.
Thank you for sharing your experience.
I would not recommend this treatment.
I felt like they tried to sell me the product very quickly. Then I started the treatment and it went well until I had to go to a local dentist who cut spaces between my teeth. These spaces have never closed and I have no recourse and of course Dr Smile does not answer complaints. I would not recommend this treatment. Rather go to a local practitioner.
October 18, 2023
Unprompted review
Reply from DR SMILE ES
We truly regret that your experience did not meet your expectations, and we understand your frustration regarding the spaces between your teeth not closing as expected. It’s important to us that our patients receive the best care throughout their treatment journey, and we take your feedback seriously.
Regarding your concerns, we acknowledge that the lack of response to complaints is not acceptable, and we apologize for the delay in communication. We understand how vital it is to feel heard and supported during your treatment.
If you are still facing issues or would like to revisit your treatment, we encourage you to reach out to us through the available contact channels so we can address your situation appropriately and work towards a solution.
We value your feedback and hope to have the opportunity to resolve this matter for you.
One star is too much for this company
I would have given them zero just for how useless the whole company is.
I've had by now 34 aligners, with very little result, within almost 2 years. But mostly, I have been waiting for this company to make any sense at all, especially when it comes to the simulations sent by the laboratory, where it seems that those people are completely blind or cannot read the comments from the doctors. It's been over a month since I completed my last unsatisfactory treatment, and received 2 simulations either with zero changes (no movements at all) or the changes going opposite of what was requested. All of this time I have to use an old destroyed aligner, because this sh...tty company doesn't provide any asistance at all.
I ABSOLUTELY HATE this company and their service, and I would never recommend it even to an enemy.
October 16, 2024
Unprompted review
Reply from DR SMILE ES
We regret that your experience has been so disappointing and understand your frustration with the issues you've encountered throughout your treatment. We sincerely apologize for the delays and any miscommunication between our team and the laboratory regarding your simulations. It is not our intention to provide a service that doesn't meet your expectations.
We also acknowledge your concerns about the aligners and the lack of progress in your treatment. We strive to offer effective solutions for our patients, and we are truly sorry that you have not seen the results you were hoping for.
Please note that we take your feedback seriously, and we would like to resolve this situation as quickly as possible. We recommend that you contact us directly to review your case in more detail and explore possible next steps.
You can reach us via email at: atencionalpaciente@smile2impress.com to address your concerns and find a resolution. Thank you for sharing your experience, and we will work to improve our services based on your feedback.
Difficult to get in touch with
My last review has been removed - so let's try again. Great marketing and sales team, but once you're in the process they completely let you go and it's almost impossible to get in touch with them. I am not happy with the end result at all.
July 12, 2024
Unprompted review
Reply from DR SMILE ES
Hi, Fleur,
We are very sorry that you feel this way.
To contact the Patient Support team, you have three different options (phone, chat, and email).
The phone number 910 78 21 23 is available Monday to Friday from 10 am to 5 pm, through the chat on the DR SMILE App from 9 am to 6 pm, or by writing to paciente@drsmile.es.
We also confirm that you are already in contact with the team via email, since yesterday.
Reply from DR SMILE ES
Hola, Carlos,
De veras sentimos mucho que tu valoración sea esta.
En respuesta a tu reseña, te informamos que efectivamente si en el momento de la entrega no hay nadie en la dirección aportada, la empresa transportista deja el paquete en un punto de recogida cercano al domicilio del paciente.
Por otro lado, te comunicamos que el equipo de Atención al Paciente trató de llamarte sin éxito, y tras la imposibilidad de hablar contigo te envió un correo electrónico el pasado 19 de junio con toda la información, incluyendo la de los ataches.
Así mismo verificamos que la cita ya la tienes agendada.
Highly questionable business practices
I was interested in this, only if I could pay monthly, something they clearly advertised, and kind of important given is an expensive purchase. When I tried to order on that basis I got constant error messages. Then they told me they wanted additional personal information to 'evaluate' if I could get financing. In other words - no guarantee it could be paid monthly, so at that point I stopped the process. Then: they shipped me the entire product anyway, even though I did not complete the order, and they tried to recoup the full amount! I asked for order proof - got nothing. I offered to return the product as they were unable to resolve the financial issue - no response. Now 2 years later I have a 3rd party collection agency aggressively approaching me trying to claim the full amount!!! (€1600). Be very careful dealing with this company.
June 3, 2024
Unprompted review
Reply from DR SMILE ES
Hello, Mac,
We are surprised by what you are saying. The product is sent once the treatment has been accepted, and this can only be accepted by the patient.
So in order to verify all this, we need you to please identify yourself.
This company is such a joke. Poor quality product and HORRIBLE customer service!!
This company is such a joke. the customer service is the worst I’ve ever dealt with and the treatment plan was delivered with excessive flaws. They lost my package, customer service wouldn’t help me. They lost my permanent retainer, no help from customer service. They could not figure out billing, then they increased the price $500 out of no where and then told me they would take me to collections if I didn’t pay! I am sooo frustrated with their inability to help the customer. Any time I get someone on the phone they want to argue why I did something wrong instead of offering to help. I have never experienced such terrible customer service before. I do not recommend!!!
Update: one of the retainers was completely flawed and unusable. I am unable to get any customer service to help. This causes the entire treatment to be delayed. I wish I could post a picture of the poor manufacturing. An entire tooth was left out of the retainer. Absolute crap product and even worse service!!
March 15, 2024
Unprompted review
Reply from DR SMILE ES
Hello, Hanna,
We're so sorry you feel this way.
We can assure you that we have a wonderful service of professionals who are here to help.
In fact, we have seen that you have been attended at all times, in a friendly way, and giving you solutions, so we do not understand very well your assessment.
At no time has your package been lost, only that you have given us several addresses, and one of the shipments was not received and was delivered to a collection point. After some time has passed, and no one has picked it up, as we have told you, the package is sent back to Germany.
A new shipment was made and this one has been picked up on January 27th, so we would appreciate if you could explain this point to us.
Super friendly and extremely helpful…
Super friendly and extremely helpful and welcoming!!
March 26, 2024
Reply from DR SMILE ES
Hello, Jessica,
Thank you so much for your comment.
We work to make your experience a great one :)
Lack of professionalism and pushy
3 times i had to ask for a refinement since they were not able to reach the results assigned at the beginning. The last one they said no because I should have paid more for it. Well, I recommend you all to visit a serious orthodontist before and then do Invisalign. I understimated how much is useful to be followed by an expert ...
January 31, 2024
Unprompted review
Reply from DR SMILE ES
Hello, Matteo,
We inform you that only one refinement has been performed with us.
The second one you have asked for has not been denied, only that since you have not complied with the warranty, it has an additional cost.
This information is specified in the contract, in the welcome mail, and in the rest of the reminders that we make during the treatment.
My treatment was supposed to finish…
My treatment was supposed to finish after 8 months. My teeth stopped moving and I didn't feel any pressure nor changes after 6 months of completion of the treatment. I tried on many channels to let the support team know that I believe something is wrong but I never received a response. After the treatment finished finally I could get in touch and I was told I need a refinement which means I was right and I lost almost 3 months to be told I need another 5 months of treatment.
The worst part is that I was uploading a photo and completing the review on Dr Smile app every time I was changing aligners, however I was told they have not received the photos and now I need to pay 500€ for refinement. Even though I purchased a package with the guarantee and refinement cost was already part of my package if needed. Honestly I felt ripped off.
I should advise one of the customer care team named Ricardo has been very helpful listening to my issues and booking the appointments. Overally I am not happy and would not recommend Dr Smile.
February 16, 2024
Unprompted review
Reply from DR SMILE ES
Hello, Mark,
Please be advised that until a patient completes the established treatment, it cannot be determined whether or not it has been successfully completed.
Every bone works differently and for some patients, individual movement simply takes a little longer. That is why, in the event that we have not achieved the planned result in your treatment, there is the possibility of a refinement with minimal follow-up requirements.
In order for the refinement to be free of charge, the guarantee specified in your treatment plan, and in the welcome email.
In order to verify your case, we need you to please identify yourself.
I paid 2000 euros for nothing the…
I paid 2000 euros for nothing the treatment didn't work and they not friendly at all, just waste of money never trust this company or you will regret.
March 7, 2023
Unprompted review
Reply from DR SMILE ES
Hello, Tahir,
As we informed you in our previous response, our patient care team is amazing and very qualified to take care of our patients in a timely and eficiency manner.
What has happened is that at the end of the treatment you have not placed any retention, even though you have been informed of the importance of this.
If you do not place a retainer, the teeth tend to return to their initial position.
Your treatment has been going great, until you decided not to contract any retention.
In the terms and conditions of your contract, you are also informed of all this.
That is the patient's own decision.
Reply from DR SMILE ES
Hi, Carolina,
Many thanks for your comment :)
I'm not one to leave bad reviews but...
I'm not one to leave negative reviews, but I must express my dissatisfaction with my experience at Dr. Smile.
Regrettably, their payment system via bfs has proven to be problematic for me. The bfs app, in particular, has displayed functional issues, refusing to acknowledge the code provided in my Dr. Smile invoice. When I finally got in touch with someone and explained my issue to a service agent, instead of listening to my problem she implied that I didn't know how an invoice worked and insisted that the problem was me and not due to any technical error. Despite my persistent attempts over the course of several weeks, my endeavors to establish communication with them for the purpose of arranging a payment plan before incurring any interest have been met with silence; they have not responded to either phone calls or emails.
This review is submitted in the hope that it prompts them to address and rectify the prevailing issue promptly.
February 5, 2024
Unprompted review
Reply from DR SMILE ES
Hi, Peyton.
Please, we would like to ask you if you can get in touch with our customer support team. It would also be helpful if you could identify yourself, providing your contact details so that we can also refer the case to the appropriate team.
There should be no problem paying and we apologize for any inconvenience caused.
The person who was guiding me he was not good in explaining and he guided me wrong
The person who was guiding me he said click confirm to see your plan later on i came to knew my treatment is confirmed i can’t cancel or change it and i have to pay 74€ every month for 4 years ive contacted alot of people from Dr smile but they are like we can’t do anything now you have to pay.
January 7, 2024
Reply from DR SMILE ES
Hello, Sidra,
We would like to inform you that we have reviewed the purchase process, and checked that you confirmed your purchase consciously with the medical advisor who showed you the treatment plan.
Once you confirm the treatment, we send your aligners to be produced, so it is not possible to withdraw from the contract and we cannot cancel it.
A great choice
Excellent facilities. Helpful and friendly staff, most spoke some English which made my experience easier.
December 5, 2023
Reply from DR SMILE ES
We read you with a smile from ear to ear, Rurth!
Delighted to read that you had a wonderful experience and amazing care!
Best clinic I have ever been!
Best clinic I have ever been!
Kindness and professionalism 👌🏼
December 4, 2023
Unprompted review
Reply from DR SMILE ES
Thank you for your kind words, Hugo :D
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