SmileDirectClub

The first two months of aligners worked fine...but during the third month the pressure on my back left upper tooth became terrible.

It hurt so bad I could not wear the aligner. When my uncle called SmileDirect, they set up an appointment to get a scan at the Woodlands store. When I got to the store for the scan, they said the scan was not authorized even though we had an appointment. They took pictures and sent them to SmileDirect and then a man named Juan said my evaluation was rejected because the molars aren't supposed to move. But he would not explain why there was so much pressure on that molar. My uncle said he is going to have his attorney cancel the payments even if the attorney charges more than the remaining amount due. The pain is terrible. Watch out for these people.

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

I wouldn't recommend that anyone use SmileDirectClub. When using their aligners, while on week 3/4, I could feel an intense amount of pressure on my front tooth but assumed that it was just because the aligners were trying to push it into the right place. For a week the pressure continued and I began having a pain in my tooth. At one point my tooth just started hurting all the time, I was not even able to drink cold beverages, and had to cover my mouth when I walked outside due to to the pain caused when my tooth felt the cold air. I called them and reached out to them and they kept trying to tell me that it was just regular tooth sensitivity, and I had to keep telling them that I have never felt this kind of sensitivity and that it did not feel like some small issue.

After I had to keep calling them, they finally budged and told me to send in pictures. After like two days is when my tooth turned like a reddish brownish color, I started panicking and I emailed them and called them and got no response all they did was tell me to go to my dentist.

When I went to my dentist he said that I had reversible Pulal Hyperemia, and that meant that my tooth had internal bleeding due to the amount of pressure that was on it, he said that if the blood infects the tooth that I would have to have a root canal. He also scolded me for using SmileDirectClub and stated that if the pain was caused due to their aligners that they should be the ones to examine it, that they should not just tell me to go to my dentist. I reached out to them one more time and let them know I would no longer be using their retainers and explained the situation, then an account manager called me and told me I would be getting a full refund, even after I told her I was on Month 4, week 3/4, they claimed that I should send my retainers to them and it would take seven business days to process.

After the seven business days, they reached out to me and said I would not be getting a full refund because I used after Month 1, but I explained to her that I had already told her I was on Month 4, 3/4, and I had said it in my emails too. She was clearly lying because even from when she called I know my account should have said Month 4, 3/4, so currently I am waiting to hear back from my dentist to know if I should have a root canal or not.

Through this traumatic experience, SmileDirectClub has been no help at all, I would not recommend you go to them because if there is an issue, they won't assist you at all.

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

I was excited about finally moving forward with correcting my smile. I was told during the initial consultation that I was a candidate for their product. So I paid the $250 initially and then wait for my aligners. I followed the plan as prescribed 22 hours a day and all of that. I noticed as the months went by that I still had a gap, actually a bigger gap by my canine teeth on each side. I wrote to SmileDirect and was told to take pictures. So I did all of that and sent them in. Basically came back and told me yeah, they didn't want to close that because it could affect my bite. My aligners were made by SmileDirect knowing full well that this was the case, but instead of telling me that upfront, they basically made me discover it and then tell me they couldn't fix it.

They are offering me a partial refund and they are forgiving the remaining $1300 which does address the money I already spent and the time I have into this. On top of that, they have not informed Healthcare Finances (the company who handles the finance portion) about the cancellation, so I have been getting calls to find out why I'm not paying them. I have not seen the refund yet and I tracked the delivery of the aligners, so I know they have received them.

Bottom line is that I would not use this company or any company for that matter that you didn't have direct access to an orthodontist. There is a reason why this route is cheaper. I never saw or heard from anyone other than the SmileDirect team (not really sure what expertise they have, it appears none). I have never really been given any information from them that actually meant anything. They ask how can they help but that's about as far as customer service help goes. Customer Service is bad, product was bad for me, and trying to get back what they owe me is yet to be seen. I would say one size does not fit all. Go to a real orthodontist if you truly want your smile corrected. This short cut is no short cut. Especially if things go wrong.

I am planning on taking them to Small Claims court for a full refund if I don't see my partial refund in the next day or so. I just don't trust them from my current experience.

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

I wasted $2k and one year. I used their aligners and after six months I didn't get the future smile whatever they showed in 3D scan and I went for re-evaluation. I gave my 3D scan and waited for the new aligners but I didn't get the aligners. I contacted the customer service several times, but they had the same answers, you will receive the aligner. Now my teeth are in the same shape that I had a year ago. One of the account managers contacted me and he was rude. I wasted my money, time, and over a painful year when I wore their aligners. Do not spend your money and time, it's not worth it.

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

I went to a Smile shop to get scans and that went well. My first plan had an open bite and I contacted their customer service about it and another plan was given in about 5 days. Aligners were paid for and the production was supposed to start. The official production date of my aligners started 2/24/19, it's 4/15/19 and I have yet to receive my aligners.

I have contacted their customer service nearly every day trying to get an actual answer and have been lied to every time. If your aligners are late, don't believe into their lies that they are made to say. They'll tell you that they have escalated the concern and that they are "deeply sorry." My "ticket" that was supposed to "escalated to the production team" about a month ago. I was also told that the production of my aligners was "nearing the late stages" a month ago. They'll also tell you "we are working to the tracking information from the team in charge, as soon as we get it we will email you." Don't believe this either because it's another one of SDC's lie. I've been waiting nearly two weeks for that same email that's supposed to be emailed to me.

SmileDirectClub can't meet their demands and will lie to you so that they can stall as long as they possibly can. Other than the Smile shop experience, everything else has been awful. I feel as if I have been stolen from at this point. The aligner plan that was made for me was a 5-month plan. It's closing on 3 months in total and I haven't even received my aligners yet.

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

They rejected my impressions which were supposed to be reimbursed, now they want $50 more for new ones and won't return the money of the first ones. It's disappointing how they find excuses to keep your money.

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

Very poor experience. SmileDirectClub provided misleading information about insurance coverage (including an email that said, "Good news about your insurance! Your insurance savings are waiting!"), and then when that turned out not to be true, they hid behind fine print and asterisks.

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

I have been through this process and found their claims to a quick and less expensive smile to be completely unfounded. My initial eval, OF COURSE, said retainers for only 6 months...well, 12 months later all I have to show are loose teeth that move within the first 2 minutes of having my retainers out. I am supposed to be well in my "retainers only at night" phase but that is impossible as my teeth are continually shifting back into their old position as soon as I remove my retainers. It is painful to eat because they are steady moving and actually feel like they are going to be pulled out. Forget biting into a burger or anything that's almost tough because you can actually feel your teeth moving around. I am afraid my tooth will end up staying in the food.

I am a very dissatisfied customer and have let SmileDirect know. Their only solution to me is to wear the retainers 24 hours day for "endless" months or follow up with my regular dentist to see if they will put in a permanent bottom retainer...at my expense of course! This company has no follow-up care so if your process doesn't go perfectly seamlessly, then you are screwed. I DO NOT RECOMMEND!

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

If I could give negative stars I would. This company is a joke and a disappointment on every level to say the absolute least. We started with such high hopes for SmileDirect. My boyfriend went to an on-site location, got a scan and fit by the staff in person. They were all super helpful and we were very impressed by how smooth everything was.

The kit arrived about a month later and he started wearing them immediately. Out of curiosity one night around week 3-4, I asked to open his very last set to see what his straight teeth would look like. Jokes on us - they were THE EXACT SAME as the first week. He put them in and they were LEGIT THE EXACT SAME!

After speaking to a general customer service rep, we were told to send photos of his mouth/braces from all different angles. We did what we were told, though I thought it had NOTHING to do with the actual problem we had. After someone finally listened to and addressed our actual problem, it was determined manufacturing had made the mistake and 4-6 weeks was the new ship date.

At the end of week 6, there was no email update with the shipment - go figure! This company LOVES to just give generic responses and give you the runaround. They all sound like freaking robots on the phone. After following up a second time, I was told "Manufacturing is super backed up". Funny how the new set arrived on my doorstep 3 days later. Yet again the second the set was STILL INCORRECT.

After multiple emails and demanding to speak to someone with authority or a manager of some sort, they called me back (of course not the same day, but 24-48 hours later). The associate started the conversation by telling me the new box would be shipped in 2 weeks - LITERALLY referring to the box we just got 3 days ago. So, it was not even notated it was wrong yet a second time despite the fact I told them this through email the SAME day. Unreal.

We are currently awaiting a full refund. This company’s lack of detail is disappointing and unprofessional, what a scam and a joke.

Not quite sure where their breakdown in communication and follow up is, but it’s a HUGE problem. Our dentist warned us not to use smile direct and to go through Invisalign. We didn’t listen for the sake of getting a cheaper price. Being a cheapo only gets you so far and you get what you pay for. Hope this saves at least one more soul on this planet from choosing this horrid company!

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

The experience was amazing. The girls are very sweet at this location I went to and they made me feel comfortable. The customer service phone line was great as well. This rating is for the company itself for being misleading and making a "mistake" on my interest rate and total payment amount.

Just please be careful about your payments and interest. Ask a lot of questions and ask for copies. Make sure you 100% know about what you’re signing up for in regards to the cost. I signed paperwork for $250 down and a monthly $80 fee for 24 months for a total of $2170. I was told I could pay in full, which I planned on doing by the end of this month. By doing this, it would be $1850 ($350 cheaper). Next thing I know, I get an email from SmileDirectClub about healthcare finance. My contract was modified and I am approved for a loan of $2500 with a 17% APR ADDED. The company claims it’s "not a lender", but they're clearly lending me money with interest. That is a whopping total of $3295.73 for the aligners and my payments would now be roughly $128, not $80! I was mortified, to say the least. I'm shocked at the high interest and especially because I have great credit and there’s never a reason for me to pay such high interest if I were to go that route. On the bottom of the contract I received, my initials and signature were done electronically. I never signed that paperwork in particular and will ask for my copies at the office for the ones I didn’t get copies of.

Don’t let this happen to you. Understand what you’re getting yourself into. I was lucky enough to see this the same day and made a phone call to completely cancel my order and get a refund. I was told that there was a mistake on my contract and that they see this a lot. This is really sketchy! I asked for emails about confirming all of this and the customer service guy was great about it and sent them to me. I now have to call the healthcare finance company to let them know I canceled my order, so I don’t get sent to collections or have them call me about not making payments.

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

Week one and two were ok, however, the following aligners were to lose, honestly dealing with the email correspondents team was horrible - they were short, rude and robotic as far as their reply. I’m supposed to get new aligners, it’s going on 3 weeks, if the new ones don’t fit, I will be dropping them off where I got my scan, and I will be getting a full refund. Not sure why I’m being treated poorly and ignored as far as my last email that I sent out, before something I’m paying for is not working properly. I was so excited at first, now I’m not so sure. Very poor customer service. I honestly feel like my teeth need to be rescanned. I’m 3 and 1/2 weeks in using aligner 2/3 because the other ones couldn’t be removed with my tongue. Now I’m trying to keep track, because everything is out of order now. I honestly don’t know what to do.

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