When Porcelain Veneers Go Wrong: A Case Study in Patient Dissatisfaction

When performed properly, porcelain veneers can be a life-changing treatment. They can brighten a smile, restore confidence, and last for many years when crafted and placed with care. However, as one patient’s experience reveals, when veneers are done poorly, the disappointment can be devastating.

A Patient’s Experience

This patient had porcelain veneers placed on her four front teeth more than ten years before, and she had been delighted with the results. For years, they gave her the bright, confident smile she wanted. But when one veneer eventually cracked, she needed treatment from a new dentist, since she had relocated.
At her consultation, the dentist told her that repairing the single veneer wasn’t possible; instead, he recommended replacing all four teeth. His reasoning was that the original veneers had been made too thin and reflective on the bottom, which encouraged cracking, and that redoing the full case would ensure a better fit and color match. Trusting his judgment, the patient agreed to the treatment, which cost $4,400.
Thirteen weeks later, however, she felt only regret. Despite trying to “get used to them,” she was deeply dissatisfied with the results.

• Appearance: The veneers were a completely different shape than her originals, and the color gave off a dull, grayish-yellow tone. Instead of enhancing her smile, they looked stained and lifeless.
• Sensitivity: Brushing with regular toothpaste caused painful sensitivity, forcing her to switch to Sensodyne. Even breathing in cold air was uncomfortable, to the point where she sometimes slept with a blanket over her face.
• Odor: Most distressing of all, the veneers produced an odor she compared to rotting teeth – something she had never experienced with her original set. Despite brushing up to five times a day, flossing four times, and rinsing constantly with Listerine, the problem persisted.

As a result, the patient was embarrassed, frustrated, and felt foolish for trusting the dentist who placed the new veneers.

Dr. Newkirk’s Response

When this patient shared her story with Dr. Newkirk, one detail immediately stood out: she’d put the phrase “get used to them” in quotation marks. To Dr. Newkirk, this suggested that her concerns had been dismissed by the dentist or staff, rather than addressed.
This, he explained, is one of the signs of poor-quality cosmetic dentistry. A true cosmetic dentist never tells a patient to “get used to” veneers they don’t like, because cosmetic dentistry isn’t just about function; it’s about making sure the patient loves the way their smile looks and feels.
A conscientious dentist will listen carefully, even to hesitation. If a patient says their veneers are “okay,” that’s a signal to pause and dig deeper: What exactly don’t you like? The shape? The color? Veneers should only be permanently bonded when the patient is excited about them. If necessary, they can be sent back to the laboratory for adjustments until the result is right.

Next Steps

Because the patient had already paid in full and her veneers were permanently bonded, Dr. Newkirk explained that her original dentist was unlikely to offer a refund. Her best option now was to seek a second opinion from a highly trained cosmetic dentist who could:

• Mediate with the first dentist, encouraging him to contribute toward correcting the case.
• Evaluate for functional problems, such as poor veneer fit, which can lead to sensitivity if teeth are not fully covered.
• Check for margin issues. The odor described likely came from overhangs or ledges where the veneer meets the tooth. These areas can trap food and bacteria, causing bad smells, gum irritation, and even gum disease.

If functional problems were documented, there could be grounds to pressure the original dentist to refund part or all of the fee.

The Takeaway

This story is a reminder that porcelain veneers are not just about covering teeth – they are about creating a smile you feel proud of every day. Veneers should never leave a patient thinking, “I’ll just have to get used to them.” If you hear that phrase from a dentist, it’s time to seek a second opinion.
When cosmetic dentistry is done properly, you won’t have to settle. You’ll know, before they are ever bonded, that your veneers look and feel exactly the way you want.
If you are considering porcelain veneers, choose a cosmetic dentist who listens carefully, involves you in every step of the process, and won’t stop until you are truly happy with your smile.
Editor’s note: This blog was originally posted on September 28th, 2011.