SmileDirectClub

PLEASE save posting a review of this company for AFTER you’ve actually attempted a treatment plan with them! Not based on your first office visit where someone smiled at you, offered you water, and now you think they’re "so kind" that they deserve 5 stars and a recommendation to friends. NOT! Please do not be so foolish - SmileDirectClub preys on exactly this (and anyone’s idea they can get true orthodontic pro care and results for pennies, paired with the laziness of getting your aligners in the mail).

I can’t help but notice the majority of 5-star ratings are from people who simply completed an initial office visit and did NOT base their review on actual treatment, primarily because they did NOT begin yet. They exclaim "I can’t wait to get started!" CONFUSION! You’re not qualified to review a treatment YOU DIDN’T START YET.

THE TRUTH: The majority of negative reviews (the majority: double fold the number of "positive" mal-ratings) are from those with ACTUAL treatment experience. I, myself, have actually attempted treatment with SmileDirectClub and it was an epic fail from a disastrously disorganized company, set up for quick, cheaply acquired profit from gullible consumers, who neither knew better nor could afford better. I’m still fighting for my money back from this nightmare of an experience from smart-mouth, callous customer service reps (adding insult the injury of an already botched treatment plan). I’ll have to write a voluminous series of literature to tell of the entire fiasco I survived dealing with the horror story named SmileDirectClub.

PLEASE DO NOT review this company until after the end of your experience with your attempted treatment, actual experience working with them to see their TRUE poor performance and poor ways of doing business with consumers. It’s foolish without it.

SmileDirectClub needs to either seriously do an overhaul, IMPROVE, their handling of patient treatment to be of true quality and dental professionalism, get organized, cut out making promises they can’t deliver, i.e. overall DO BETTER - OR just wrap it up and go out of business and spare anymore disgrace to the dental (orthodontic) industry! Spare consumers their time, money, and hopes. More people need to know that this company as it poorly operates today is to be AVOIDED. Go to a REAL ORTHODONTIC OFFICE and spend the extra buck, attending scheduled visits, and get your teeth straightened correctly PERIOD.

SmileDirectClub is horrible. I’m a believer in the saying "If you don’t have anything nice to say, don’t say anything at all." Thus, I am disheartened to have to relay the ugly truth about a company I too once enthusiastically trusted with treatment they frankly blew.

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

I have had such problems with SmileDirectClub. They don't move my teeth as much as they need to in order to get the next set and when you reach out to them they either don't get back to you or have you jumping through hoops. If I knew then what I knew now I would not have taken this route. It takes forever to hear back from someone, if you even do hear back and multiple follow-ups. I don't know how they stay in business with the poor service that I have experienced.

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

Okay, so I went through all the impression kits and everything and I received an email at about 6 pm saying that my photos have been reviewed and approved, then was told that I was officially on my way to a smile I would love. Then two hours later I get another email telling me that I am not approved and need to visit a dentist office to plan my smile transformation, even though one of the main reasons I chose them was so I didn’t have to run into the dentist office once a month.

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

When I first got my Aligners, I had several questions...about fit, pain, etc. It took several tries before I got any answers. But I did eventually. However, I had an allergic reaction to the Aligners. I could only wear them for 3 days. I have asked for a cancellation and refund and keep getting "form letter" emails saying someone would be in touch in 3-4 days. It’s been 18 days and I’m still waiting for an answer.

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

I never received my aligners. After virtually no communication by the company and 12 weeks later (I was told me aligners would ship in 4 weeks), I canceled. Very disappointed in the company. The customer service reps could not offer any information as to when they would ship. Staff was uninformed, unhelpful, and unknowledgeable.

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

I was very excited to start my treatment with SmileDirectClub, I had always been a bit insecure about my smile. I waited 5 months and still had not received my order and called them just to find out the shipment was canceled and no one had even bothered letting me know. I tried getting a refund but their customer service has got to be the most disorganized on the face of the earth. I have been calling them for the past three days trying to get some answers but to no avail. I just lost a large sum of money on absolutely nothing. I feel completely cheated and this is honestly starting to feel like a scam. Be wary.

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

Wow too much to write. So here’s the short version. Everything was going OK until I got to month two. I looked ahead at month three and noticed that there was one package that had zero liners in it so I immediately called and the lady said no problem, I’ll get them ordered so they will be there by the time it’s actually time to wear those liners nothing came. Through many many many many emails I finally received them two months late. Then when it came time for the retainer I was promised a free set for all of my trouble, LOL, so I contacted through email and sent them a picture of the email that was sent to me showing that I would get a free set and someone responded and said awesome, I ordered them, they’ll be there in 3 to 4 weeks. Then I receive a phone call two weeks later from someone, turns out they were never ordered. So just a couple more wasted weeks. So supposedly she put the order in and maybe in a month I will actually have them. This company is ridiculous. I hope another company comes along and as long as they get their customer service right, they’ll do great. This place sucks, do not go here, try a different company!

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

I received my aligners 3 months later and they don’t fit...absolutely unbelievable. I am asking for a refund right now.

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

It’s been about 2 months now since I signed up and paid, but I still can’t start the process! I was weary of trying SmileDirect, but their pushy salespeople convinced me to try it. I am VERY disappointed so far. First of all, they told me an orthodontist would reach out to me within 3 days of my scan. I NEVER heard anything from an orthodontist. About a month later, I received my box. I read the directions and went to try the first aligner. It was poorly packaged and badly damaged. I got ahold of customer support and they had me send them a picture of the aligner and said they’d send me a replacement. Well, it’s been another month since then. I’ve tried reaching out to them several times and no response. What a horrible business. I wish I would have started working with a REAL orthodontist.

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

I chose SmileDirectClub because they lied to me, and lead me to believe that my treatment would be overlooked by a licensed doctor, it would be quick, and they were committed to helping me get a smile I was proud of. But I found out that's just a bunch of BS to scam me and other people out of their money.

I was given a six-month treatment plan and initially, everything was just OK, shipping of my aligners delayed by 2 weeks from their time frame of 3-4 weeks. First red flag should have canceled right then and there (didn't). I continued with my six-month plan and sent in photos and checked in every 90 days per the treatment. Around month 4, week 2, I called SmileDirectClub and explained to them I was concerned that my treatment was not on track. The customer service team basically blew me off and was only concerned if my aligners were fitting, they were, so they advise me to continue (second red flag).

After I was done with my 6-month treatment plan, my teeth are still crooked. This is when things really go to crap with this company. I call the customer service resolution team and explain that my smile is nothing like they promised. They apologize and said that I need to go for a reevaluation and it's common...really, that's the first I'm hearing of it. But really didn't think to much of it, thinking to myself if this is common it shouldn't take too long to fix, maybe another week or two, a month at most, for treatment (I was wrong way wrong).

One day later I go into a SmileDirect center and get rescanned, was rushed out before I could even ask any questions. I assume they work on commission and there was no commission to be made since they already stole my money so they just wanted me out. Almost a week goes by and I don't hear anything so I called again and they informed me that the dental team is reviewing my reevaluation scans and are creating a personalized treatment plan. Hold on, wait, what? I explained that I already was given a treatment plan and completed it already. I ask to speak with the dental team but they could not transfer me and there is no direct number, but they would have them call me in 3-5 business days. The dental team gives me a call a few business days later and tells me that I need to do another 4 months. What the heck, when I ask why is that the case, she explains to me my teeth didn't shift the way they expected and everyone is different and they just don't know. Really, you don't know! Then how is your company giving people scans of their future smile if you don't know? When I question the lady how come the reevaluation treatment is almost as long as the original treatment she keeps insisting that everyone is different. Then I explain to her what was the point of the 90-day check-ins and me sending in photos. Who was the dentist responsible for overlooking my treatment and let me speak with them. She flat out told me NO, that's not their process. I couldn't wrap my head around her statement. How can they offer a medical procedure and claim to have A Duly License Dentist or Orthodontist monitoring my process but give me no access to them to answer my questions.

After several more back and forts with supervisors from the customer service team and the dental team, they wore me out and I knew I was screwed. On top of the new 4-month treatment plan, they told me I had to wait another 4 weeks while my aligners are being molded and pressed. Eight weeks later I still haven't received my aligners and have since told them at this point to cancel everything and give me a full refund. And once again I was given the runaround with the customer resolution team. I have since called and disputed credit card payments, and filed a complaint with the BBB.

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

I just finished my aligners after 6 months. Last week I received a text that said my last set would be in my hands. Not true. Over a week with no retainers and no return of my several messages. BUYER BEWARE.

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