SmileDirectClub

I don't live near an office to go in and get the impressions done, so I tried the at-home impression kit they send you. They only send a one size tray that was way too big for my mouth. I tried it twice and there was no way I was going to be able to get good impressions. Compared to the pictures they give you for what a good impression should look like, mine looked pretty good and were still not good enough. There were no double impressions, yet they keep saying there was and wanting me to order another retake. They just want you to keep ordering retake kits at $50 a pop and no refund available unless they deem you an unfit candidate. Apparently, as long as you keep handing over $50 on retake kits, they'll never just admit you are not a good candidate. I'm already out $50 on one retake kit and know this isn't going to work for me so I'm not going to spend more money to try again.

Bottom line is, only try the DirectClub if you can go into the office and speak with them directly. The at-home impression kit is a joke, and I am so upset that I lost $50 that they won't refund. I tried this because I need my teeth fixed or my dentist said my teeth will eventually snap off from being too slanted. I cannot afford invisible aligners, and even the SmileDirect club was going to be a stretch. Now paying them $50 to get nowhere is setting me back even farther. I tried to ask questions about whether I would be a good candidate and if I should even try, but they wouldn't tell me anything beforehand.

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

I have no idea whether the product works or not. One star for deceptive sales practices and flat out lies.

The sales associate told me that order would not be processed until a dentist called and got confirmation. This was a complete lie, as I just got a text that my order had been processed and aligners were on their way. No dentist consultation.

The dentist consultation was important to me. My sales associate was very personable but seemed much better suited to selling low-end cosmetics than cosmetic dentistry.

Nonetheless, I left their office excited for the product. But it seems that she may have neglected or chose not to inform me of some key information. I was told by a friend who used a similar product that to maintain his smile, he needs to wear a retainer to sleep for the rest of his life. If true, that's a pretty significant piece of information to leave out.

Again, I have no idea whether the product works or not, and how it compares to other aligners on the market. But I strongly recommend staying away until they get their act together.

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

SmileDirectClub is a complete SCAM! After almost THREE MONTHS of waiting, I still have no aligners to wear. I've been told ALL KINDS of LIES from their customer services representatives. I'll give you the whole story:

1. They promised my aligners would arrive by the first week of December 2018. When the date comes, I called the company and no, no aligners were even on their way, nothing. Because they were shipping to Canada and they had no idea HOW TO DO THIS, so they used us, Canadian customers, as guinea pigs. Charging us for EVERYTHING without sending the product.

2. It's ABSURD that they promise to send something when they don't even know how to ship over here (Calgary/Canada)!

3. I waited and waited and they finally arrived in mid-January. I get excited, I was finally going to start straightening out my smile. OH WAIT! The package I received WAS NOT FOR ME! They sent the wrong ones!

4. They promised to start a rush order for a replacement so I could receive my aligners.

5. After a week and a half, close to the 10 days they promised me I would receive the new set. I call their customer service and the news is: no one placed the order. They were on their way to re-charge me for the whole new set of aligners (yes, they were charging me AGAIN, even though I never received the first set of aligners), and no one placed a replacement order for me.

So long the idea of straightening my smile with SmileDirectClub because it's a COMPLETE SCAM. They've been charging my credit card with no delays, but I have no product in exchange.

Next time SmileDirectClub asks "how can I make you smile," let's try not being a fraud!

I DO NOT recommend this service to anyone. So long the illusion of "cheaper treatment" for straightening my teeth. I wish I has never known of this company's existence. I had to ask for a refund. Not a smile for me.

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

I purchased a buy one get one Full Enbrightenment Systems over the Black Friday weekend. I should have received two Full Embrightenment Systems; what I received were two packs of the brightening pens. I have emailed them, sent copies of the order, my credit card statements showing the charges, and a photo of what I actually recurved. Each time my complaint is passed to another "customer service professional." Finally, I called and thought I’d finally gotten someone who had authority to make good on the order. NOT SO! Now it is crickets, totally non-responsive. I would not recommend buying products from this company.

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

I thought SmileDirectClub had great customer service when they were trying to get me to buy. So I signed up, but now when I actually need customer service, they can't help me. Go figure, marketing is just that, marketing. The true test of a company is when crap hits the fan, how you treat your customers. Do you hold their feet to the fire or actually provide customer service. I guess they have used so much customer service trying to get you to buy that they run out shortly after you purchase.

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

I was looking for teeth straightening cosmetic dentistry and this company came up in search results. After looking at their site it appeared that they were a competitor to Invisialign and their website claimed that a licensed orthodontist would create a treatment plan for me after coming into their "Smile Store" to get a free scanning.

At check-in they had me provide them a lot of information on an iPad including a credit card, "So that you can easily accept your treatment and have your aligners sent to you more quickly." I told them I hadn’t decided if I wanted to go with them and was reassured, "Oh you won’t be billed until you approve your treatment." I was then escorted back to have my scanning and consultation.

I will say that all the people that I met at the appointment were friendly and the place was clean and welcoming. The person that was doing my scanning had traditional braces and I asked why they didn’t use SmileClub and they were dismissive but non-specific. After the scanning was done, I met someone that said they were a dentist, but didn't provide any business card and only gave me their first name. They asked me if I had any questions and I asked if I was a candidate for treatment. He said they would need to send my scans out and in three days I would get an email with my treatment plan and could see estimated before and after pictures.

They then put a piece of paper in front of me asking if I would be wanting a single payment or installment plan. I told them single payment, but that "I won't be making a decision on treatment until I see the treatment plan first." They then they told me I'd get it in three days and could then approved it and then asked me to "Put my name at the bottom" of the paper choosing between the two payment options. I then was given my free gift for coming in and left.

Two days later I got a call from my credit card company asking me if I had authorized a $1850 payment to the company. I had not, so I contacted the company and while I was trying to find their number I got a text message thanking me for my order. When I finally got them on the phone, I told them I had not approved my order yet and I still hadn't seen a treatment plan. They told me that I had signed up for the "rapid ship" option so I was billed as soon as my treatment was ready. I told them again, I had not even seen my treatment plan or spoken with a doctor. They then sent me another text message with a link to a website in it. This just showed me before and after images but had no text or treatment plan. It didn't tell me how many aligners I would need, how long it would take, who the orthodontist was that created and approved it, or really anything. I complained about this and was told that my plan was still being finalized and it would arrive in a day. When I got home I looked at the documents I was given and found that the document they put in front of me asking which payment method I would prefer was a quick scam and the reason they asked me to write my name at the bottom was because they were using this as approval for billing! TOTALLY MISLEADING AND PROBABLY FRAUDULENT!

Now for the last week, I've been getting constant emails, texts, and phone calls pushing me to order and offering me "payment options." I've still never received a treatment plan or contact with an orthodontist in my state or even nationally. I've since gone to see a licensed orthodontist in my state and was told that I am not a candidate for any clear alignment system and need extensive traditional braces for treatment. He explained clearly that I need teeth to rotate and that clear aligners need extra friction for this so people need to have pads attached to their teeth that interface with the clear aligners to properly work (this is why mailed aligners without visits to a dentist are unlikely to work well). He also said that in my treatment I would need teeth to be changed in height as well which can only be done with traditional braces. He informed me that if I had tried to use a clear aligner product it likely would have not worked or caused me damage to my teeth, gums, or jaw.

He was upset to hear that this company doesn't appear to have any medical supervision and suggested I avoid them. Just to be clear, an actual orthodontist was able to tell just by LOOKING at my teeth that I was not a candidate for clear aligners (of any brand) and I should have never been approved for treatment by a licensed medical professional.

Because of this potentially damaging treatment, I’ve actually contacted the FTC and my state health authority. I’ve asked them to investigate this company and make sure they are not scamming consumers, locking them into unfair legal agreements (like arbitration), and not causing harm to people's bodies by doing unlicensed and unsupervised medical treatments.

Does this mean that you shouldn’t use them for treatment? Not necessarily. It just means that before you elect to have them do a medical procedure to your body, which could have permanent health risks, you may want to ensure that actual medical licensed professionals are involved in the process.

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

I started SmileDirectClub back in 2017. I did the impression kit and sent it back. Months went by and I never heard anything so I sent an email saying that I hadn’t received any updates on whether or not I was eligible for the aligners and I requested a refund for the impression kit. Once I asked for my money back, they got in gear and "good news," I was eligible, so within two weeks I had my aligners coming to me. Now I waited about 9 months to get started on them because life gets in the way.

Once I got started, everything was fine. I was on set 10 when I was told it was time to order my retainers. So I went ahead and ordered them and paid the $99. When I received the retainers, I only received the upper retainer and not the lower. About two months ago I started set 12 (out of 20 sets). When it was time for me to switch to set 13, I found out they had sent me someone else’s aligners for sets 13-20. I emailed back and forth with about 4 different customer service reps and was told to send in photos of the aligners I have. So I sent in a plethora of photos of each set. Through the emails, I was told I needed to be re-evaluated and sent a new impression kit for new aligners. I then called and spoke with a young woman on January 7th who put in an order for my retainers (both top and bottom this time) as well as my aligners for sets 13-20 and she said they were free of charge, which DUH!

Here we are on February 14th, 2019 and I haven’t received anything still. I just got off the phone with a different customer service rep who told me that the retainers were delayed due to high demand but that they were going to be shipped out with 7 business days. As far as my aligners sets 13-20, they couldn’t send them to me and they would need to re-evaluate my smile by sending the new impression kit. I asked why the lady was able to order them in the first place and he said she made a mistake. I told him I was done and I wanted a refund for sets 13-20 as well as for the retainers I paid for. He said that the refund isn’t possible because they are willing to send me the impression kit and get me my "new smile" free of charge. I told him I didn’t understand why I had to do the impression kit over again. Why couldn’t they just send me my aligners sets 13-20. He said that since I’ve been wearing my set 12 for over the recommended time, that they could crack at any moment and I’d lose my progress. He said that if I were on set 11 or 10 that they could have just sent 13-20 and I’d have been okay. It makes absolutely zero sense. I hate that I’m having to do this over again instead of getting the refund I deserve!

They are a scam. They just want money and the minute you realize your mistake of going to them instead of a professional it’ll be too late. Don’t waste your money. Go to a professional. Sure you might pay a little more, but you’ll have the peace of mind of no screw-ups.

And don’t pay attention to their response to bad reviews about caring and all that and to send an email. You’ll just get the runaround again. NOT! WORTH! IT!

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

Just like several comments on here, I was very excited after leaving a Smile Direct Club center for my initial consultation. The sales rep was great and I was confident this was the right decision following my consultation. The next few days, I received non-stop calls and emails until I finally decided to place an order. I was originally told my order would be received in 4-5 weeks. I'm now going on week 8 and haven't received any updates since January 18th, when I was sent an email saying my aligners were printed and now in the trimming process. I let it go for the next few weeks thinking my order would arrive, but now we're into 8 weeks and I have no idea where my aligners are. I sent 3 follow up emails in total, but no response. I called 5 days ago and was told the rep needs up to 72 hours to receive confirmation from the lab, which is pretty ridiculous. Five days later and still no response via email or phone.

Also - I was told my insurance might cover aligners from Smile Direct. I tried to coordinate with customer service immediately after placing my order, but was told to expect a response in the next 72 hours. Eight weeks and several email follow-ups later, still no response.

At this point, I feel like I've been scammed and strongly considering canceling my order all together. Overall I am disappointed with Smile Direct.

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

I finished my last tray and am so unhappy with the results. I did the impressions at home with the trays and think that was the worst decision. I should have driven to an actual SmileDirect location so that professionals could do my scan. Now I'm stuck with a bill and nothing to show for it.

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

I would not recommend this. My aligner cracked, now it has been two days and my gap is back to how it was. Imagine, I was on my very last week. Now they are telling me to wait 10-14 business days, by the time they get here they not going to fit.

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

Worst customer experience ever.

BEFORE the appointment:

I refused to provide my card info and place a deposit for my "free" consultation. I then received an appointment offer in my email to do the consultation without the deposit.

I choose to go and book an appointment for my consultation because they offered to do it without the deposit for this "free" scan.

At the appointment:

I was shuffled into a room, handed a bunch of papers and told to "just sign them." I said no and wanted more information FIRST.

We spoke and she barely answered my questions. Her lack of dental experience and knowledge didn’t help my particular case.

After talking, I decided due to the dangers associated with my personal dental situation I mentioned that I wanted to speak to MY orthodontist before I continue with anything. They would not do the scan or show me the approximate "after" pics.

The girl was extremely pushy and was trying to force me to sign and provide my visa info "in case" I change my mind.

I explained I was worried and let down that I wouldn’t see my smile and couldn’t meet the ortho taking care of my plan, without having to pay them the deposit and provide payment plan. But despite all of this I mentioned I would check my doctors and come back if the product was a suitable fit.

I took the information for my insurance and happily took all of the info papers they had.

She seemed to upset but still understood after I told her to stop pushing. She gladly offered the teeth whitening and gave me two kits (without me even asking), she apologized I couldn’t do the scans or see my after photos. Then thanked me for taking the time to come down and talk to her.

FAST FORWARD to the next day:

The company has now been calling me non stop harassing to CHARGE me for the appointment because it was marked as cancel no show. They are also trying to get me to pay for my FREE kit once I mentioned I was there 45 minutes and still received info.

I was VERY happy with the results of the BRIGHT ON and with just ONE treatment I was happy with my results. I was going to order the replacement tubes in the LARGE box and now I have decided to shop elsewhere. This is not how one should be treated for not wanting to take a MEDICAL risk with permanent long term effects.

I posted my experience to Facebook and I have had an "agent" harass me for almost 15 hours for my email, birthday and phone number. They mentioned they could not offer and help and to not contact them again unless I provided more personal information. The company has my personal info and I have gotten nothing but threats for a $190 payment of the kit and the deposit.

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