Franksmile Reviews 228

Everything has been brilliant so far. The service has been great, the staff have been really friendly and seem to be very well informed, and the aligners arrived quickly and safely. I really cannot any reason to be critical. I'm very happy.

Really easy and comprehensive process. Pleased with braces so far (only 3 changes done to date) - time will tell if they do the job. Although can see some slight improvement already even after such a short time.

Excellent service, I was worried how it would all work out but I am on my 4th set of braces and it's all going perfectly. Would highly recommend this service to a friend.

Extremely helpful and very on the ball with their communication, sent me all of the appropriate liners when I thought I'd get 1 at a time but the overall experience has been 15\10 and I can't wait to see my new straight teeth soon

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 times.

Would avoid and stump up the money to pay for an alternative where the support is given throughout, not just at the start

Franksmile offer a sleek and straightforward experience. The at-home kit is easy to use and their expert team are on hand with any questions. I’m two weeks into my treatment and the trays really are invisible—it takes a few days for your tongue to get used to speaking with them but now I barely notice. Plus it’s easy to speak to the team via WhatsApp or email if ever you have questions. Really happy with everything!

So far so good! Impression kit arrived and it was easy enough to do - smart packaging and very professional service. Fred has given me great advice to date. I agreed to go ahead and the cost was low. Paying monthly with no interest which is a bonus! I received my kit with all my aligners in and started last week. The first couple of days was a bit sore, but used to them now. Will update when I have more progress!

Extremely helpful and very prompt when responding to my query.
Will be recommending highly!

Good service.
I’m ending week 2 on my invisalign bow, and I can already see and feel the difference in my teeth. A bit weird at first, but you quickly get used to the feeling of the retainers and get used to removing them for eating etc.
Franksmile has been great in terms of service delivery and communication.
Would highly recommend.

The customer service was excellent they really listened to my needs and took their time to get everything just right for me.
The end product was amazing and I feel confident to wear them and am assured that they are already working their magic.
Thank you so much, I don't even notice I'm wearing it!

Super alternative au dentiste, j'ai hate de voir le résultat !

I tried calling the customer support number and was asking about the treatment plan. The lady over the phone was a bit rude and asked me if I had a plan to purchase their treatment. That was a bit of a turn-off since I wanted to know more about the treatment before purchasing. None of my inquiries were answered and I was then told to email them my questions rather than asking thru the phone.

Very happy with the great service and quality of this company. I have received my retainers and started my treatment a few days ago, I cannot wait to show off my new smile in a few months!

I am only a few days into wearing my aligners so far but service has been helpful and supportive so far.

Brilliant service, smoother, helpful, informative. A very slick operation with very helpful staff. Cant wait to through my trays so I can start snacking again! Can not fault Franksmile. :-)

I’m sceptical about having treatment without seeing a dentist but I thought to give ‘new technology/services’ a go.

I’m still in the process of getting the impression kit right which has taken two months, here is my journey so far:
-14/4/2019 I contacted Franksmile for consultation and ordered the impression kit
- 1/5/2019 received the kit
- 17/5/2019 I was informed the moulds can’t be used but no clear reason why as I was following both booklet and video instructions. I was happy to re-do it but didn’t know what I didn’t do right.
- 20/5/2019 Reply from Franksmile of my request of what went wrong: ‘The impressions were unreadable, assuming there was a movement while taking the impression’.
- 12/6/2019 I received the second kit for free and I’m going to send it back and wait for the results.

I think it’s a great idea of not needing to attend clinic appointments but it has been quite stressful when there is no accurate and effective conversation/updates of the process. The team who has been contacting me is very friendly but the whole process of waiting for the kit has just been very inefficient. Also, I was following the booklet and video of ‘making your own impression right’ but it’s not as easy as what it’s shown.

I really hope this is something for me so I’m giving all the patience I have. I feel like it’s a waiting game and don’t know when I’ll see any progressions, but this is the type of service I need when it’s not convenient for me to take time off work to attend clinic appointments. TBC..

Franksmile, thanks for your reply on 18th June. I wanted to clarify what I meant by insufficient communication and update. You’re right that my consultant did contact me to confirm the purchase and I was told in the email the impression kit will arrive in 3-4 working days. It took about three weeks to arrive and I had to email to chase that instead of was told about accurate information at the very beginning.

I was contacted by your team which I did pick up the first call when they were checking if I had received the impression. The second call which I missed was about my first impression can’t be used-I received your voicemail and email so I replied pretty much straight away to ask what was the issue and what could I do to make it right.

I personally think good customer service includes giving accurate information and not giving false expectations. Even if unexpected situations happen eg. ‘You’re running out of stock due to high demand and bank holiday etc’, I’d expect an update from your team instead of customer waiting around and doesn’t know when the kit will actually arrive. TBC...

Hi Franksmile, thank you for your reply on 19th June. I did mention from the beginning that the second impression was free of charge, so thank you. Also, it actually took 3 weeks for the second kits to arrive instead of 2 weeks - please refer back to my timeline as above. What I’m saying is your customer is told 3-4 working days for the delivery, if there is any unexpected situation we should be updated. I’m not judging you too harshly but sharing my journey and how has it been for me as a customer either good or bad. Sometimes we just need an explanation of any delays and updates of what to expect as customers. TBC...

Little update since my second attempts for the impression:
- 26/6/19 Email from Franksmile to say my impression still not useable, offered me a third impression box free of charge
- 20/6/19 received the impression box
-15/7/19 received email about my treatment plan and to organise a phone call consultation
- 17/7/19 spoke to Fred one of the consultants above the treatment plan etc, and I’ve paid for the treatment for 6 instalment.

So far it has been more efficient than what used to be TBC...

- 1/8/19 I received an email to update regarding your aligners: “The production of your aligners will be finalized towards the end of next week. Shipment takes place usually the next few days after ...”

- 6/8/19 another update from Franksmile: “We apologise for the inconvenience this has caused you, and your aligners are expected to arrive at your door by the 16th August 2019.” I received £50 off because of the delay.

- 17/8/19 I’ve received the aligners finally!! Now the journey has begun.

Will keep updating my teeth straightening journey and experience as I go. I’ve taken a BEFORE photo, hope the result for an AFTER is going to be good in 18th months! TBC...

I've just received my aligners today, nearly 3 months after initially placing my order for the impression kit. I've had road bumps along the way but the customer service department has been fast at responding and kind in nature.

Once I sent my impressions back I did not receive a notification to say they had been received, I ended up contacting Franksmile which was the first of many times I had to email to chase up exactly what was happening. I was originally told I'd expect to hear back the end of April/first week in May but, again, felt that I had to make contact in the first week of May to chase up the progress as I hadn't heard anything. This is when I found out my case was "special" and needed further time - this should have been something that I was made aware of as soon as possible so I can expect a further delay.

On receiving the alignment plan and paying for the treatment I was told "Production time takes 15 days, it could take less than 2 weeks" - I think this is misleading. I later found out that it means 15 *working* days. I think giving someone the false hope of having them within 2 weeks is unfair, - It took me 3.5 weeks to receive mine.

On receiving the box that I've just spent over £1300 on, it looked like everything had just been dumped in the box and was nowhere nearly as nicely set out and organised as the impression kit was. It also had the movement record form missing. My boyfriend has just begun his journey with Franksmile and the rainbow-coloured envelope was missing in his impression kit - not very professional to have missing items that are listed in the leaflet provided.

I'd like to give some feedback to Franksmile on how to improve the patient journey:
- I would expect a weekly update to ensure the patient is in-the-loop about where exactly their case is.
- Don't give unlikely production times - ensure you are advising working days.
- Consider amending how you present the final aligners rather than just jumbling it all loosely in a box. Also quality control and ensure everything is included in the boxes before dispatching.

Things I liked about the journey:
- Being assigned your own representative, Fred was super fast at responding and very helpful.
- The way the impression kit is presented, very professional and clear.
- The way payments are made through Tabeo, again very clear and easy to use.
- The way the alignment plan is set out, easy to understand.

Also it is quite concerning that Franksmile allowed their GDC (General Dentist Council) registration to lapse. I am also concerned because the orthodontist assigned to me (listed on my alignment plan) is also not on the register...

August 2019 Update
The aftercare is shocking. Once they've taken your money they don't care about you. My boyfriends journey has been like mine but with many more problems. He's waited 2 months and still not been updated, he's the one who has to keep chasing them! He was told they would arrive 2 days ago... Nothing! I got an email about receiving £75 (I think) to refer someone, which I have, but when I emailed them to claim this they just ignore you! Convenient. Oh and they still don't look to be registered with the General Dental Council - bunch of cowboys!]

2022 Update: I've now been to an orthodontist and had I actually completed my Franksmile journey I would have been left with huge gaps in my top row of teeth as I needed to have a tooth removed on my lower jaw to accommodate everything. Absolutely appalling that they'd rather just steal your money than admit that online aligners would not be suitable for me!

So far I've had a pretty good service from these guys. I didn't experience the same issues that some of the other reviewers did tbh, it was around a week with free shipping so I can't really complain.

So far I'm into my third aligner of the treatment and it's going pretty well, I'm already seeing a bit of difference and my teeth are looking less wonky on the bottom. Still a bit to go but for just one month I'm pretty pleased with the results.

I expected the aligner to hurt my teeth a bit but tbh it was more just a weird feeling from having something in your mouth constantly. You get used to it after a couple of days though, I don't really notice it now.

So yeah good review from me on this one, I'd fully recommend

Unsure so far. Will update as I go along. Very helpful on initial chat but impression kit said 7-10 working day delivery and when it didn't arrive on the 10th day I chased and they blamed stock problems. I now received the kit but am missing the "rainbow bag" that the manual says I should put my impressions into before sending them back so am currently waiting to see if that's important.

I am also supposed to find and drop the kit off at a DHL location and the closest one is 30 mins away. I'd assumed it would be collected or maybe royal mail (I'd received it via royal mail)

One of the niggles that is bothering me is that the moment (and I literally do mean within minutes) of me paying for the impression kit I received a spam text about "you've been in an accident" to the number I'd just submitted on the website. I've also just received another spam text this morning. Prior to this I hadn't received a spam text for over a year so it feels fishy.

And finally, and I almost hate to mention this one because it will make them wise to the issue, but almost all of the reviews on here for them are by people with 1 review which can be a sign of fake reviews posted with fake accounts.

So I'm not sure. I feel like maybe I should back out but am still hoping I'm just being paranoid and it would all be fine...