SmileDirectClub

My biggest problem with SmileDirectClub is that they do not respond to any insurance questions. I have a premium dental insurance with Cigna so it should cover everything, but SmileDirectClub is not willing to spend any time to work with me to get the reimbursement.

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

Stay far, far away from this joke of a company. It has now been six months since I started my process and have yet to even receive a correct set of aligners.

When I first ordered and sent my impressions, I was sent a message saying they weren't good enough, and I would have to pay for another set and send them in. Ok. The second set looked exactly like the first ones I sent, but they were fine. Great.

Then four weeks later I get an email saying due to higher than expected volume, my aligners would be delayed two weeks. Ok.

I get the first set. I can't even wear them. They are so sharp and flared out along the edges that they are literally cutting my cheeks and tongue. I called and am told to just file them. On the bottom, the aligner is so much wider than my teeth that I can actually stick the tip of my tongue in between the aligner and my tooth. I call back, and they tell me I have to take pictures and send them. So I do.

A couple of weeks goes by, and nothing. I call and they say they need more pictures. What the? I send more pictures. A couple of weeks, and no more contact. I call back and am told they will review with the lab and get back to me. In the meantime, I've been sent a second round of aligners and receive an email wanting to know how my plan is progressing. You've got to be kidding me!

I call and ask them what the heck they are doing. I'm told I am being sent a new impression kit so we can start all over. My aligners and plan will be expedited since I have had so much trouble. Funny, they have had no trouble or delay taking the payment each month for the last four months.

I received the new impression kit and sent it back the next day. Three weeks later I get an email telling me my new plan is ready but I need to order and make another down payment. Needless to say, my blood boiled. I get on the phone and am told to hold. So I do. For 20 minutes. Only to be told the email was sent in error, that my new aligners will be shipped in 3-4 weeks. Excuse me? Three to four WEEKS?

Needless to say, I have washed my hands of this joke of a company and am filing a charge-back for all payments.

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

This is a typical tech company who went to market without having fundamental customer service and fulfillment in place. I went through the initial consultation and received my aligners with a few issues, and my teeth started to align, but when I needed a replacement set of aligners, it took months, and my teeth reverted back. Customer service repeatedly lied and said they were overnighting them or they would be there in a week (etc., etc.), but it took months. I had to go back in trays to fix, which was a painful process.

I finally finished and now it's been months since they were supposed to send my retainers and my teeth are reverting back again. I won't go through the process again and am trying to get my money back.

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

I had a horrible time working with this company. Every step of the way was difficult. They do not follow through with what they say they will do. My aligners broke OFTEN, so I had to call them about once a month to get a new set of aligners, and every time the customer service representative said they would get a new set shipped out, but they NEVER shipped out a new set of aligners.

I ALWAYS had to call a second and sometimes a third or fourth time to ask again if I could get a new set of aligners. One of my aligner sets was even missing a tooth! The customer service representatives do not communicate well with each other because I would tell one representative I had a badly made set of aligners and that representative said they'd fix it. After a few days with no word from SmileDirect, I would call back and ask them about it, and they would tell me they had no record of my previous issue.

I always had to call multiple times asking for a new set of aligners before they would ever send a new set out. Most of the time, I was wearing broken aligners for weeks at a time because they couldn't get their stuff figured out. During the last week of my month three, I realized that I never received my month four package and that I would need to be changing into in a few days.

So I called SmileDirect, and they told me that they were backlogged and that I would not be receiving my next month of aligners. They did not give me an estimate of when I would get them; they simply said I wouldn't get them. Plus, they were NOT going to inform me that I would not be receiving my next set of aligners because they were backlogged. If I hadn't reached out and asked them about it, they would have never told me. Last, but most definitely not least, after making four impressions of my top and bottom row of teeth, SmileDirect told me I needed to wear aligners for four months in order to have straight teeth.

At the end of those four months, guess what? My teeth were NOT straight. I called and told them, and they did say I would need to take new impressions and they would make me a new treatment plan. I am guessing I will need one or two more months of aligners than they originally prescribed in order to get straight teeth. Hopefully, they will not charge me for this as they were the ones who told me it would only take four months to get straight teeth when in reality it would take longer than that.

Honestly, I think the invisible aligners you would get through your dentist/orthodontist would be higher quality than the ones SmileDirect give out. The SmileDirect invisible aligners are flimsy, not well fitting and very easily broken and quite frankly they don't even fit that well! You would DEFINITELY get better customer service and treatment plans through your dentist/orthodontist. I truly think you are getting what you are paying for with SmileDirect. You pay a cheap amount of money for cheap invisible aligners, cheap customer service and cheap results. The aligners have been working, but it has been a slow and painful process working with them and their crappy aligners. And honestly, my teeth were not bad to begin with. I only had cosmetic issues with my teeth. I did not have serious structural problems or anything like that. My teeth were an easy fix yet SmileDirect did a crap job fixing them. If you can afford to go elsewhere, I would seriously consider it.

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

This is the most unorganized poorly run company I've ever come across. I should have known in the beginning when they didn't contact me that they received my impressions or even my photos. I ordered on June 21st, I've been waiting for two months now, and I've talked to numerous customer service representatives, live chatted, used Facebook messenger, and texted several supervisors only to be lied to without explanation every time and told that I'll have my aligners within a week. Once that week goes by, I still have nothing.

After more conversations I'm told the same thing, "You'll have them in a week." My case has been handled by three separate customer service supervisors and still no answers, only false promises and lack of follow through. Is my money not as green as someone else's? I have screen shots of people saying they ordered their aligners in mid-July and have already received them while I sit here and wait with no information as to why.

Here's the thing, it's not rocket science, it's basic business practice. It's about ethics. 1) Don't miss lead customers by false advertising and not being able to deliver the timeline that is promised. 2) Don't lie and pacify customers just to get them off the phone. Be honest, tell the truth, offer explanations and "the whys." 3) FOLLOW UP with customer complaints. I really don't think any of those core ethics are very difficult to adhere to.

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

I called SmileDirectClub early in 2017, and they were very nice at first. I paid for the first impression kit, and when I was done with it, I sent it back. They contacted me and said that they needed another impression kit and that I would have to pay for it. I sent the second impression kit back and waited, and waited, and waited, and nothing.

I called back and they said that they are still doing research on the best way to make my trays and that they would contact me when they are ready. Well, 6 months (yes 6 months) went by and absolutely nothing from them. I called in and asked for a refund, and they had zero explanation on why or what happened. They said that they would refund, but I highly doubt that I will receive it as they have done nothing but take from me.

Please avoid this fraudulent company and spend a bit more money and go to a more reputable company. This is honestly the worst customer service that I have ever seen in my life. Good luck all.

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

Do not use SmileDirectClub. They are a total scam. They have the worst customer service. They always give you the runaround. I emailed to have mine canceled and was told it was canceled and I would not be charged again. And they charged me and claim the agent who called in response to my email was not authorized to cancel orders. Still, I don’t understand how an agent they hired and trained called me to cancel my order if they weren’t authorized to cancel my order.

I thankfully disputed with my bank and they sided with me. But I still lost $500! Please be warned, do NOT use this service.

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

Very unsatisfied with the end result and time it takes to receive aligners.

First, I'm told it's going to take 7 and a half months, but they lost one of the shipments and delayed the process by two weeks. Then I see my Smile on the last aligner and my Smile still needs work, so I called customer service, got an email and followed directions on what to do and got a response after 10 saying I was "approved for refinement." What if I don't know any better and don't say anything at all believing that my treatment is over and that's the best that can be done to my smile?

I went the next day to get the scans done at an office and checked today that my case has been approved but got no notification from the company. I called customer service and they say it’s going to take 3 to 4 more weeks to get new aligners, so all in all, 2 months wasted.

I see real potential for complaints and lawsuits opportunity as the company relies on client expertise or sense of knowledge in Orthodontics to yield the results we are paying for but not delivered. I do not see anywhere on brochures or website disclosing that company may not deliver expected results and client should consult with third-party specialist or SmileDirectClub for final results. This is the closest to fraud and advertising as it can get.

Nevertheless, I will escalate this to American Board of Orthodontics to see how they can make companies like this be more accountable with products and expected results.

Oh, and I will post this everywhere I can to promote awareness.

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

Do not get scammed into the hype of this dishonest and bogus company. They are frauds.

I had a 4-month plan. The entire 4 months my bottom aligner never fit properly. After several calls, I kept getting "it will take time." Well, 4 months passed and my bottom teeth never shifted. What a waste of money, time, pain, etc.

After taking additional impressions, I was approved once again to receive an aligner correction, which would only take an additional 4 weeks. Well, I’m writing this at 7 weeks and no aligners.

After several calls and having to call BBB, I received a bogus email that my aligners was shipped with an unknown tracking number. So once again I called and was hung up on with several representatives, with one telling me "oh, the tracking number is incorrect so I'll have to look into getting a correct one." I’m still waiting.

At this point, if BBB cannot do anything I will sue the company for all money, as well as for pain and suffering. Please be advised, sometimes it's worth paying more to get the quality and service you desire.

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

Stay away from this company; they promise things they cannot produce.

We paid for it, then it took four months longer to get the first set of retainers, but they kept charging me. Now I finally got them on August 17 and they are telling me I'm done (November 17, 4 months) and want me to by the end of process retainers.

Buyer beware. Stay away from this company.

They rather you pay the total up front because they know it won't work. Warning, stay away from giving these scam artist your money or you will regret it. Four months of retainers and not one tooth was moved. I have talked and emailed no less than 22 people and each claims to be serious about helping me, but no one knows who the other is or what their email is.

Warning, warning, warning. Stay away from giving these scam artists your hard earned money.

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

They were happy to send an impression kit, but once I sent them money on November 6, 2017, I have not gotten my aligners. I called last week and was told they would get back to me within 24 hours; crickets! Is this a scam? And to top it off, they said my dental insurance would cover some of the costs, but MetLife denied my claim! I paid $1800.00 for nothing!

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