Franksmile Reviews 228

Was really excited about this company and had booked in for a scan in the Manchester store. A few days before the scan was meant to happen I received an email saying "we are sorry you had to cancel your appointment". When I logged in to try and rebook, no appointments were available. I rang them up and was greeted by a man who seemed suprised I was even calling. He said that there were no appointments at this time and when I asked why not he said that he coudln't share any further information. Luckily I did not proceed or had not started this process earlier as it appears the company has now gone bust. However, all options are still available as usual on the website, minus the booking an in person consultation.

So I had a good experience with the lady at Londons Eastcheap office and done a good job telling me the whole plan professionally and I actually went ahead with them once I went to a competitor around the corner. I went online a couple days later and picked my plan, so I went and spread the payments over a 24 month plan. So this was £63.71. I had paid on the 20th of November, to give context.

I paid my first month and a couple of days later I had an email from Kris (I'm sure many people know him) saying that the aligners wouldn't be suited for me as it'd leave a gap behind my upper canine teeth, which I thought "fair enough" so I said that i'll cancel the plan then, but I had already paid the first months payment so asked when I will get this back and was told it'll go through the relevant team and if nothing has happened then to call back.

I went to call them back the following week to get an update and he said it's still going through. I though OK, I'll give them till the next Monday (2nd December) and get on the phone to them again... I had a little scour around online afterwards to see that people were saying that they had gone 'bankrupt' or have closed for business, which put alarm bells on. (There was no reviews like this upon my appointment)

Now this is the where things get weird, I call on the 9th about 3pm and the voicemail says that they are not available and to call between 9am and 6pm... so i called back 5 minutes later to see if something went wrong, but only to be seen with the same message.

The next day I checked my Tabeo account (which is who authorise Franksmile for a monthly payment scheme) to see if I can cancel it; to which you can't. So I immediately called my bank to stop any future transactions that try to come out from Tabeo (or to their bank account) and I sent a formal email to the support team at Tabeo and they were fully understandable. I received an email later on in the day confirming the receipt of email.

Today (17th December) I thought I'd call Franksmile again on the off chance and same voicemail plays again, so I call Tabeo just to see if there was any movement on my request, to which I was told I'd be updated by email (fair enough). I questioned the man about if they have had complaints about Franksmile and indeed they have. There are lots of other people like me that have opened cases against them and waiting for their money back.

I had high hopes for this company seeing some people put down good reviews, but this must have been in the companies prime and those people had been lucky enough to get the full treatment. I'm lucky that I didn't shell out the full £1399 in one lump for it to be gone in a click.

I just wanted to update my review as I’m about a month away from finishing my 7 month treatment. It’s disappointing to hear all the recent bad reviews that FrankSmile is a scam, as I’ve found the company to be professional and value for money and the best part is my teeth are only 6 weeks away now from being perfectly straight. Forme it’s been well worth the investment

I went to the manchester shop and was told that within a week I would have a response with my plan that I could purchase. Two weeks later and nothing so emailed customer support, received a template email with no timescales or apologies.
Five weeks has now passed and I’ve still not heard anything. So very disappointed in this company.

Waited 5 weeks, no word, emailed my franksmile representative and it bounced back saying 'email address unknown'
Then read everywhere that they have taken the money and run.
I cannot believe they are still advertising, this is a major law issue.
Obviously advise not to book. I got off lightly having only paid £15 for the first kit on a promotion, am only grateful I didn't take the big leap and empathise with those who have done.

I too have been scammed and had money taken by this company. Disgusting I even went to the clinic and saw a fake dentist.
Are people taking legal action? How are people going about getting refunds

Company has gone bankrupt and I have paid for the retainers, but don't even know if I will ever receive them. They say I can expect them in the first months of the new year, but I really doubt that.

This company is believed to have gone bankrupt if you are already a Customer I recommend that for more information you contact TABEO the company that deals with the finance and for franksmile.
They dont have a email address on website so you need to call them and get it (I would add it on here but you aren't allowed) and ask to make a complaint if you haven't received your aligners or if you have received them remember the price you paid included after care which you wont be getting now so you haven't got the full product you paid for.
I'm currently owed £375 and am doing my best to get it back as I never received my aligners.

Scammers! Avoid!

Much like the other reviews below, they were quite pushy to get me to pay upfront, in full.

Paid £1350 and got an email today saying they were going bankrupt and would not be fulfilling orders or processing refunds.

The guy who runs the business is Jonas Diezun. He’s on LinkedIn if you want to send him a message.

Paid for my aligners 5 weeks ago, expected delivery is this coming thursday. Recieved an email saying they will no longer be trading in the UK and that they can't refund anyone or send out products, however the website still appears to be working.
Do not give them your money, they are bankrupt.
Update: for those who paid by Paypal, contact them to get your money back. They were very helpful and sorted things quickly.

Ordered and paid for my impression kit nearly three weeks ago now and it still has not been shipped. Have sent multiple emails and getting no response at all.

If I could rate 0 stars I would. Paid for my impressions kit and sent back, never heard back from them despite trying to contact them. Heard similar stories of others being charged for thier aligners despite never receiving them. Do not use this company.

Ok I feel like others are in the same situation as me here, I can’t believe these guys have scammed us...just devastated. I’ve paid 2 instalments with Tabeo do you think I can stop paying the rest? Only hesitant as it’s a separate loan company and worried I’m going to get the debt collectors on me,
Kinvara

Please see review from Jessica below, my situation is exactly the same except for the fact that I requested a refund within hours of paying the full amount. My emails have been ignored and my telephone calls do not go through. For the one time that I did manage to get through I spoke to somebody called Ebony (who was always reachable prior to me paying for the aligned but has disappeared now) and I told her that I was worried that I have been scammed and she assured me that I have not been scammed and that the refund will be processed however it has been many weeks and I am getting radio silence to emails and phone calls. Dodge a bullet guys this is all a massive scam. I am out of pocket £1,500 don’t be stupid like me!

Aligners were ordered and paid for 3 months ago. I've been reassured after chasing them they would arrive 3 weeks ago. I've since called, emailed and contacted on LinkedIn but no responses. When you call the Marylebone store they are 'closed'. Do not purchase, do not proceed - this is a complete SCAM.

Ordered my kit 2 months ago now received the impressions straight away but not heard anything since tried to phone them a number of time with no luck they have took two payments out of my bank of £124 each can’t get anywhere when I email them. Don’t use this company

I was booked in for an appointment today and turned up only to find that the office was empty despite them sending reminders to me this morning about the appointment. I have subsequently been told that the Australian side of the company went bust last week and the UK company is on its way out. So had a lucky escape as I'm guessing if they had gone bust I would have lost my money. .

I paid upfront 1400 and after seeing my dentist decided that it isnt a safe option. I asked for refund and cancelation only 4 days later and I have no answer since. Tried calling, sent messages no one comes back to me. Is this normal?

Got the impression kit for 50% off. Took me 3 goes to get the impressions right (they sent me new kits for free). Took another 4 weeks to get all the aligners. Currently 8/10 way through and it looks great. Each new aligner aches for the first day and you NEED to buy aligner removal tools, which don't come in the kit. Really pleased with the result and the fact you can pay in instalments. Have already recommended to 3 friends. Much better service than I received off other companies

Superb customer service, brilliant technology. Keana was super-patient, perfectly professional, and very well-informed: I am impressed! I am yet to start my treatment, but am eager to get going with the clear aligners: much better than the old style "train tracks" and very good value too.