Ordered the impressions kit in November during the Black Friday deal - thankfully only paid £15 rather than the usual £50. Having chased numerous times after Christmas I have now received an email... See more
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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 a... See more
Terrible turnaround time. Couldn’t even present dental impression results after 2 months of having them. Claiming to be at 40% progress after one week, next 7 weeks didn’t pass 60%. Unacceptable.... See more
Company replied
Purchased in January when the company was called Dr Smile. Assuming they got forced to change their name, their customer support has been non-existent. Have thought about cancelling payment multiple... See more
Company replied
Company details
Information provided by various external sources
Franksmile brings the art and science of a brilliant smile right to your doorstep for a fraction of the cost. No expensive office visits. No unexpected lab fees. Ever. Easy, fair, convenient.
Contact info
Charlottenstraße 4, 10969, Berlin, Germany
- info@franksmile.com
- franksmile.com
1.3
Bad
228 reviews
Hasn’t replied to negative reviews
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Simply great!!!
September 5, 2019
Unprompted review
Reply from Franksmile
Hi Aleks,
Thank you for this awesome review! I hope its not too much to ask if you can help us reach more of those in need of the same service that we offer. We hope you can drop by and leave the same positive feedback on our Facebook page. It it highly appreciated!
Great product, amazing service
Very happy with the high quality service and the state of the art product offered.
I would define it as an efficient, comfortable, clean and practical product that really makes a difference in your smile.
Definitely a highly recommended disrupting product.
September 3, 2019
Unprompted review
Reply from Franksmile
Hi Alvaro,
Thanks for leaving us a great review! Your kind words will sure fuel us to push for better services and product. I hope you can also help us spread this positive experience by leaving us a feedback on our Facebook page. We really appreciate it!
Frankly, it gave me a good smile!
A great company, despite having slight (and comprehensive) teething issues, shows great potential and outstanding customer service. Would definitely recommend to anyone!
September 3, 2019
Unprompted review
Reply from Franksmile
Hi The Medium Way,
Thanks for leaving this awesome review and recommendation. This is an affirmation of how hard everyone has been working to deliver what is asked of us. We hope you can help us share your positive experience by dropping us a positive feedback on our Facebook page. We surely appreciate it!
Good service and competitive price
Good service and competitive price; highly recommended!!
September 3, 2019
Unprompted review
Seamless experience..
Seamless experience... a true disruptor, not surprised dentists are annoyed.
September 3, 2019
Unprompted review
No update on production!
Currently waiting for an email back for ages, have emailed 2/3 times asking how much longer my aligners are going to take to finish before they are dispatched to me and no reply, considering I’ve spent money on this I would like to know exactly how my items are doing, getting more and more concerned with no reply
September 2, 2019
Unprompted review
Reply from Franksmile
Hi Abi,
Thanks for this awesome review! We are happy that you are recommending Franksmile. Rest assured that we will continue to provide you assistance and give you the results that you are expecting. We hope you can help us spread the positive feedback by leaving us the same review on our Facebook page. We really appreciate it!
Reply from Franksmile
Hi Alex,
Thanks for this honest review. The treatment plan is not just a process that we need to undergo for your teeth to straighten. It is a journey that we are thankful you took with us. Enjoy each improvement and in no time you will really see the results that we are aiming for. We hope you can also help us reach those who needed the same help by giving us a feedback on our Facebook page. We really appreciate it!
Inexpensive and high quality
Inexpensive and high quality what more can you ask for? 5*
August 30, 2019
Unprompted review
Reply from Franksmile
Hi Gemma,
Thank you for leaving us this awesome review. We always make sure that you are getting a convenient treatment plan that is very affordable without compromising the quality. We don't need to pay huge amount of money to get quality products and service. We are so glad it shows on this feedback. I hope you can help us reach more people that needs the same help by posting the same feedback on our Facebook page. We appreciate it a lot!
good account manager
great customer service and support from my account manager
August 30, 2019
Unprompted review
despite a little delay with the order…
despite a little delay with the order my aligners arrived ok and I am now on the second set of aligners. so far so good thank u
August 30, 2019
Unprompted review
the customer support team is just amazing!
the customer support team is just amazing. I got my impression kit super fast and i am just waiting for my treatment plan. totally recommended!
August 29, 2019
Unprompted review
Don’t order
Don’t order! I ordered my aligners on 30/07/19 and was told they would be with me within 3-4 weeks. After 4 weeks I was told that they would be with me within 8 weeks. They have already taken two payments from me and no aligners have arrived. When I called the person I called didn’t know if I could cancel, couldn’t give me any guarantees that they would arrive within 8 weeks. The poor reviews on here all seem to have a theme - no actual aligners being delivered!
August 29, 2019
Unprompted review
Reply from Franksmile
Dear Frances,
Apologies for the delay in delivering your aligners and that you have been left disappointed with your overall experience.
We are already working on your case and expect to solve this with as little disruption to you as possible, given the inconvenience already caused.
We are also working to ensure this not happen again to any customers in the future.
Our apologies,
Franksmile Team
Still no aligner or sign of them
Made to rush to pay, as “if you don’t pay in 2 weeks you’ll have to do more impressions” also could not satisfactorily answer my questions about wisdom teeth and if they would after the after care once the treatment course was complete.
Nearly 8 weeks later I’ve been told it was dispatched twice, nothing has arrived but also not been given a tracking number or anything like that. Emailed my “personal account manager” to get an email saying I was now being handled by someone else who hasn’t answered my emails. I called to get “I will find out what’s going on and email you” no email or phone call since then. If I hear nothing in the next week I’ll be cancelling my order and expecting a full refund for this debacle.
August 27, 2019
Unprompted review
Reply from Franksmile
Dear Roisin,
We are terribly sorry for having fallen short of your expectations based on what we promised you regarding the delivery of the product.
Our teams are working on the best solution with you, which we hope will be one to your satisfaction based on the inconvenience we caused.
We had issues with our suppliers by which your order was also affected. We apologise for not having this communicated to you sooner. We are working on all cases and putting measures in place to ensure this not happen again to any customers in the future.
Our apologies,
Franksmile Team
I think I find it is better way to look…
I think I find it is better way to look after your teeth and they also they have experienced about that job the staff they are really friendly and helpful
August 26, 2019
Unprompted review
Reply from Franksmile
Hi Mohamed,
Thank you for the review. We really agree that it is always best to take care of our teeth, aside from signifying that you are healthy, it also boosts confidence. We invest in time and training to make sure that we give you experts who will take care of you and assist you fully. We are happy that this review is an affirmation of that.
We also hope that you can help us reach those who needed help in taking care of their smiles and teeth by leaving the same positive feedback on our Facebook page. We appreciate it a lot!
Payments made, no aligners
I thought the process of creating the impressions was simple and then hen I got my rendered image of how the aligners will work for me I was very impressed.
However, I’m going into a 3rd month with no aligners and no set date of when they will arrive. I was told definite dates on two separate occasions and made sure to stay in for my delivery but have had two no shows, when I got through to someone at Franksmile they told me they hadn’t received the aligners to be sent on to me. I would not have minded waiting if I had a realistic date in the first place but being told they were being delivered when they didn’t even have the aligners is quite unacceptable! I have also been told that I would get a discount on my last payment and I can still see that this is not the case. So far I’m about to make my 3rd payment on £149.90 and no aligners to show for it, not great.
August 24, 2019
Unprompted review
Reply from Franksmile
Hi Amy,
Thanks for your message.
We're very sorry that your aligners got delayed and were not delivered on time as promised.
Despite the delay, and the terrible inconvenience caused, we're happy to inform you that your aligners are now in transit and should be with you within the next two weeks latest. We are definitely keeping our promise of giving you a discount on your last payment and will email you soon to discuss this.
If you have any questions, please, feel free to get back in touch with us. And our apologies again.
Franksmile Team
Fantastic visit to their studio
Fantastic visit to their studio in London Marylebone.
August 21, 2019
Unprompted review
Reply from Franksmile
Hi Julia,
Thank you for this review! One of the reasons why we encourage our clients to visit our stores is for them to experience exactly what you have experienced. I hope you can also help us share how awesome your visit was by leaving the same positive feedback on our Facebook community. We really appreciate it!
Fantastic service!
Been in contact with Franksmile regarding aligners and been given fantastic support by my account manager Julia. Would highly recommend especially if you get to speak to her! Thank you!
August 21, 2019
Unprompted review
Reply from Franksmile
Hi Ruth,
We really appreciate this review. The time you spent to let us know how you were dealt with by Julia is really overwhelming. Our team is working hard to cover everything from communication to delivery ensuring you that we are true to our words especially with the promise of giving you outstanding service. I will surely pass this message to Julia and this will inspire her more to continue doing what she does best. We would also like to encourage you to leave us the same positive feedback on our Facebook page, to spread the great news of how awesome your experience was.
Thank you so much, Ruth!
So far so good :)
Wearing my first pair of aligners and hoping my teeth will get fixed soon. So far so good :)
August 21, 2019
Unprompted review
Reply from Franksmile
Hi Ronald,
Thank you for taking the time in leaving us this review. We will work hard to ensure that your good experience will turn into a great one as you stay committed in taking this journey with us.
We hope you can also share how awesome your experience was by also leaving us the same positive review on our Facebook page to reach those who are in need of the same help.
We really appreciate it!
Great service thank you
Great service. Delayed receiving my aligners but customer service was very helpful. Thank you
August 21, 2019
Unprompted review
Reply from Franksmile
Hi Fabiana,
Thank you for this awesome review! We know that getting delayed delivery may cause disappointment at times but we are so grateful that you gave us a chance . Despite the inconvenience, you still chose to understand that there are underlying reasons that are out of our control.We are thankful for that. Our team is working hard to make sure that you get everything as promised with the fastest time as possible, we are happy that you let us make up for the inconvenience.
We hope that you can share your positive experience to our Facebook community. We really appreciate it.
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