SmileDirectClub

I have enjoyed my experience with SmileDirectClub. For the most part, the braces fit my teeth except for the last few weeks. I had a problem with the bottom row cutting my mouth around previous dental work. Other than than, I love the fact that I would receive an email and text reminding me to change my sets.

I wanted my top row of teeth to be straight and pretty and that goal was met by SmileDirect Club.

Bottom Line: Yes, I would recommend this to a friend

I really liked that it was self-managed, and that I didn’t have someone giving me lectures. I was in charge.

The only problems I had were with the edges of some aligners, sometimes cutting my tongue and being very rough. I would fix them, only to have to start over with the next set.

The aligners never made my teeth ache, and I never had any tooth pain. It was exciting to see the progress.

I never did get used to having the aligners in my mouth. I never forgot they were there, and they drove me nuts, but I did it and I’m very happy with the results.

I would strongly recommend changing aligners right before bedtime so that you skip the first few pressure-filled hours in a new set. They never kept me awake.

It took less than five months. I only wish I’d done it sooner. I recommend Smile Direct Club for two reasons, the lower price, and the lack of visit to an orthodontist. I’m pretty happy.

Bottom Line: Yes, I would recommend this to a friend

I had slight crowding on both top and bottom teeth. SmileDirectClub straightened my teeth better than I hoped for! The aligners are tight the first few days but most of the time I rarely noticed them! I never received an email for them to check in on my smile, but I stayed with the schedule and couldn't be happier!

Bottom Line: Yes, I would recommend this to a friend

Today was my first day with SmileDirect and I visited their physical store for a scan and ultimately bought my aligners. Lakisha was wonderful and ultimately helped me make the decision to go with SmileDirectClub.

Bottom Line: Yes, I would recommend this to a friend

This review is for the SmileShop at Curtner Ave in San Jose. Jaime and Anthony are a great team who put you at ease and provide you with all the info very well. The whole process just takes some 30 minutes and is quite thorough.

Bottom Line: Yes, I would recommend this to a friend

Ease of assessment at the first appointment. My SmileGuide Pablo made sure all my questions were answered. I've done other similar systems and I will say something about these made this easier. One feedback is to have the orthodontist reach out to check in. I haven't called but I have not talked to a live person since I signed up.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Going into SmileDirect today was a great experience for me, the staff was nice, helpful, and on point. The technician Christine who helped me was awesome. Thanks SmileDirectClub for all the help.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Some of the aligners did not fit. They had too much material and overlapped my teeth. It was like they added extra teeth to the aligner. When I signed up, I was told that if I pay in full at the beginning, the incentive is that the retainers would be free. Well, the retainers are not free. Please don't fall for this scam.

Bottom Line: Yes, I would recommend this to a friend

I'm towards the end of my treatment and I do notice a significant difference in my smile. It's great seeing it work. But I will say their customer service, website, and overall concept need a lot of "work."

I've had multiple issues with them. Their dashboard system is all over the place and can become very frustrating. It needs major work. Plus their "catch up if you're behind" concept is terrible. It's not as thorough as I thought it would be. I had to do a lot of the backtracking myself, and my dashboard screwed up the eta of my smile. And having to stare at "welcome to the club" (on end of 5th month by the way) for three weeks just because I ordered retainers, so I can't see anything, no progress or how many days until I switch or anything. That's ridiculous. And not having a very important item to the treatment process available online to purchase yet having water bottles, t-shirts, lip balm, etc. Each of my experiences is in detail below:

- My experience at the SmileShop was weak. I had to come back the next day to get my teeth rescanned. They messed up the 3D scanning, yet the way I found out was an email saying I needed to redo my home kit impressions (that I didn't do or even order) and that I basically screwed up. I had to contact the shop myself and make another appointment to fix their mistake. The problem there is that they don't have a better system on the case that THEY screw up the scan...not the customer. Plus they weren't that sorry about it when I had to go back, but I knew they should have been more apologetic because of the way I got that email saying it was my impressions' fault (which I didn't order at all), I'm guessing that shouldn't have happened on their part. It made me feel kind of like I was the first that's happened to or something because of the way that all went down.

- The "Get back on track button" is useless. I didn't think I would need that button ever, but I unexpectedly became pregnant and couldn't keep the aligners in due to morning sickness. I tried as long as I could but had to stop for two weeks, thinking well, at least they have a "get back on track" button. Wrong. It's not as thorough as I thought it would be. I had to do a lot of the backtracking myself, and my dashboard got screwed up my eta of the treatment. They don't tell you what aligners to start back with or how long you were off track, nothing that helpful on truly getting back to treatment. Literally, the only thing they had was having you put in what day are you starting on again...Well, how would the customer even know which aligners to start back on since missing that long, there's just not much help there, so I don't know why they'd advertise that button when you have to talk to a dental professional anyways to start up again.

- Three weeks ago I ordered retainers since I was close to the end of treatment. Since ordering it, my dashboard has been back to the page "Welcome to the club" that I saw when I first began before even receiving aligners. I asked someone about this and they said it was because I ordered the retainers and that my page should go back to normal after they shipped out. Well, it's been three weeks and I haven't been able to see my progress this whole time! It's become frustrating, and I'm not amused at all. It's unacceptable that a customer wouldn't be able to keep track of their progress simply because they ordered an item! That is a MAJOR flaw on their part. I think it's an insane excuse.

I got the email about three days ago that the retainers shipped and I still can't see progress today, so I contacted them again. A new representative responded that it was an easy fix, that all they had to do was update my page. She told me to log back in, but all I saw was a "your aligners have shipped." She responded saying she was going to escalate my case and within 24 hours should have my dashboard back up. I appreciate her taking care of it, I'm just wondering why someone else couldn't have done the same weeks before! It seems like the reps are very inconsistent with their knowledge about what is possible to help someone and what is not.

I'm hoping my page does come back up. This has angered me the most about SmileDirectClub...it's extremely unnecessary to have this happen and be an inconvenience to a customer. They couldn't even tell me my progress when I asked them if they could at least just let me know from their end if they could see it, but it seems they weren't even able to.

- The Chewies are wearing out after five months, I asked a rep if I could get replacements. She said I could purchase them through the accessories. I told her I looked and they weren't there to buy, everything else was there. She looked into it and told me I was right and that she didn't see them either. This is minor, but I can't believe something really important for the customers' treatment isn't available, yet t-shirts and water bottles were. I was able to order through the customer service. I hope the dashboard doesn't freak out yet again just because of this new order...

Again, the treatment is working quite well. These are major complaints toward the technical part of them that need attention. I'm hoping someone in the company reads this so that they can address these issues I've faced because they seem to be pretty avoidable if they just realized the position of the customer and all these small things that are frustrating for our end.

Bottom Line: Yes, I would recommend this to a friend

Someone quickly reached out to me after hearing my complaint and honored the gift card. I haven't tried their product but since someone did the right thing after hearing my complaints, I revised my opinion about them and my rating from a 1 to a 3.

Bottom Line: No, I would not recommend this to a friend

My experience with SmileDirectClub started off great but has gone downhill fast. It took about 6 weeks to get the aligners back and get them started in November 2018. Process was moving right along, customer service called every month to check on my progress.

On February 20, I was getting down to the last two weeks of treatment and noticed that it was not working like it should. Contacted SmileDirectClub and sent over photos and was told that I was tracking as I should and that I did not need a re-evaluation. After corresponding with them for 7 days, asking if they received my photos, in turn they asked that I visit the Smile Shop (SS) and get images made. Completed that and proceeded to wait on the aligners to come in the mail. I never received an email with a tracking number, they just showed up in the mail 5 weeks later. Fast forward three months later…

First Re-Evaluation:

May 14, I was down to the last aligner, again, of the 1st re-evaluation (3 months added onto my original 5-month treatment plan) and the bottom teeth are still not where they should be. The SS had given me a separator to take pictures at the last visit, just in case I needed to send pictures in again. I sent an email detailing my concerns to the dental team. They responded the same day and asked for pictures to be emailed. On May 15 they responded that they received the pictures and would be in touch.

Second Re-Evaluation:

May 24, I sent a follow-up email because I had no response from the team…received an automatic email on May 27 stating that they had received my scans from SS and that they were working on the aligners.

June 8, emailed and asked for an update…crickets...

June 11, received a response, the Customer Service rep reviewed my notes and said that they were missing a scan and that I needed to visit a SS. They scheduled a SS visit and said that it would take 5-6 weeks for me to get more aligners. Called Customer Service and spoke to a lady that stated, the system had a glitch and that is why I received and automatic response that they were working on my aligners and my patient portal was showing the same status. She also stated that and email was sent to me on May 26 that I needed to visit the smile shop. There was never an email from them with that date asking me to visit the SS.

June 25, instant messaged customer service because I did not have time to sit on the phone and had now been in the same aligners for 6 weeks…I said that I needed my aligners expedited because of their system glitch my treatment was being delayed. The rep said that could not be done. I asked to have a manager call me directly and she took my information and I NEVER received a call from a manager. This would not have happened if the reps were calling the patients to check on them like they did in the beginning. After logging into my portal and seeing the status of "your smile has been updated and will be shipping soon."

July 16, called SDC, an automated message states "your aligners are being pressed and ready to ship, please confirm your address." I waited for a rep to answer and he was very nice and helpful. I expressed all of my experience and that I did not feel like smiling today because I had been wearing the same aligner for 9 weeks now, because of a SDC system glitch. Please tell me when my aligners will be shipped. I wanted a text message as to when my aligners would be shipped or someone to call me, I was told that could not be done, that it came by email. I insisted that after all of the glitches and emails not received and that last time my aligners were mailed I received nothing stating they had been mailed. He went to his supervisor and is now monitoring my account daily to let me know the status of when they are complete and when they will be shipped to me.

And to top it off…my top aligner had a piece chip off and it cannot be worn as it cuts my gums.

Needless to say, I will not recommend SmileDirectClub to anyone else. My teeth were not that bad and this should not have become the ordeal that it has been. My husband was wanting to use SmileDirectClub but now he will not he will go with Invisalign.

Bottom Line: No, I would not recommend this to a friend