SmileDirectClub

I would not recommend SmileDirectClub. I received my aligners promptly. The trays did not fully straighten my teeth. I was provided 2 additional months of aligners at no cost. No change in my teeth. I then ordered retainers. Four months later I am still waiting on retainers. Each time I call they explain they are having a delay in service. They cannot provide an ETA for my retainers.

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

I'm unhappy with the results. I called customer service on numerous occasions, making them aware my teeth weren't tracking correctly. Each time, I was shrugged off. Finally, I was advised to go to a Smile kiosk. I did, and sure enough, they found no issue with my teeth. I finished the entire program, and I bought a retainer...to maintain my crooked teeth. Save money, and time, and go to an orthodontist.

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

Terribly disappointing experience. Two years in, my teeth are still overcrowded despite THREE extra 3D scans and refinements. Customer service has been ignoring my emails. I would stay away, this product is the definition of you get what you paid for.

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

So from the start, my experience with SDC has not been ideal. On November 9th I went and got my smile scanned. I was told that my aligners would arrive in 5-6 weeks. Well, 2 months (9 weeks) went by and I never received anything, not even an email explaining the delay. So I reached out to see what was taking so long and was given no explanation. Only that my aligners were going to take another 2 weeks to get to me. It actually took another 3 weeks before they were finally delivered.

The retainers are very cheaply made which I can understand. You get what you pay for. However, I have a problem with their customer service when an aligner breaks. I had one break 3 weeks ago (April 15th) and immediately reached out to get a replacement. They told me it would take 10-14 business days to get a new set out to you! So now I’m delayed 3 weeks. They also said they will be in touch shortly with a tracking number. It has now been 14 business days and I still haven't received anything. So I reached out and, again, was given no explanation as to why there is a delay. I was just told, "Please give us time until May 3rd to process your order."

Bottom line, the lack of customer service and the nonexistence of communication with their customers are ridiculous. I would NEVER recommend this product to anyone and I actually encourage people to go with their competitors.

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

It took a few months to receive my first set of aligners, which I expected. Once I got the aligners I wore them the length of time that was prescribed. My husband is a physician and told me once I completed it that my teeth may still move so just wait. I continued to wear the last set of aligners for an additional six months hoping my teeth would turn out the way the scan is indicated. I reached out several times asking for a reevaluation and each time I was told to send in pictures. After I did each time I was told they did not receive them. Once I finally got ahold of somebody that receive my pictures I was told that my warranty was out of date because I didn’t send them pictures within the first 30 days? So now if I want to continue and get the results I was promised before I bought my first set they want me to pay them an additional $99 per month and won’t tell me how long it will take! I am very displeased with the product now. If they can’t even stand behind their product and want me to pay a lot more money than was expected, I don’t want to promote them and I want to let people know that you’re taking your chances if you decide to work with them. I was hoping it would be more like an Invisalign experience but that is definitely not the case. It is true you get what you pay for in this case.

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

So my journey began well, my teeth moved perfectly and look exactly like they are supposed to with only one short refinement. My issue now is with customer service. I ordered my retainers almost 3 months ago. My last set of aligners is cracked badly on the top and half of the bottom is gone. I was promised after 8 phone calls each lasting over an hour and jumping me from country to country that I would have my retainers for certain in 5 days. This was 5 days ago and now I get an email saying my retainers will be shipped out in 17 more days! I begged for them to expedite and the customer service rep Callie told me they want to make sure I pay on time since I’m clearly dissatisfied? I may request reimbursement later on but never ever have I missed one payment. I did tell them that I pay on time and I expect timely service which I feel I was was entitled to say. The service was sooo good at first! I was promised a free whitening kit twice for the issues. I still have not received either of them. I am totally disgusted with SmileDirectClub.

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

Had a problem midstream. Takes 6 weeks to correct. Every contact from customer service is different, but all with the same pat response. No way to escalate an issue for a paying customer in the middle of treatment. So many other choices out there. Use them!

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

Let me start by saying that I initially had a very positive experience. My scan was easy, aligners came almost exactly when promised, and I started treatment. I was amazed at how effective it was, my teeth were straighter and my gaps started to close in an amazingly short period of time. All went as promised...until I reached my last tray. There were still a few minor gaps in my teeth, but overall my smile was really transformed and I was willing to live with the minor imperfections.

That's when the trouble started. My retainers were improperly shipped to an old address. When I contacted customer service, I was told they would issue a new order to my current address. Weeks went by and nothing happened. Radio silence. When I finally reached out to them again, I was told that there had been an error and the retainers were not in fact on their way. Meanwhile, my teeth had already started to move apart. The gap between my top front teeth had started to noticeably reappear. Once again, I contacted customer service and they scheduled me for another scan, this time for a set of 3-month refinements to close the gaps. According to the employee in the Smile Shop, I could expect to receive the refinements in 2-3 weeks. As of this writing, it's been 4 weeks and I have nothing to show for it. Meanwhile, my teeth continue to move apart and I continue to pay $82 a month for the privilege. DON'T DO IT! Remember these two old adages: "You get what you pay for" and "Pay now or pay later." I'm going to give negative reviews far and wide, digitally and IRL.

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

My "journey" (as SmileDirectClub likes to call it) started out positively. After seeing their TV commercials for some time, I decided to check them out and made an appointment at a local Club to have my scan done. My bottom front teeth have been crooked since I was a kid, and I have developed a gap in the front on top.

The first thing I noticed when I walked into the office was that there was only one person, and no diplomas or certificates on the walls to indicate that anyone there was certified to do what they do. So my first question was "Is there an actual orthodontist somewhere in the background?" I was assured there was. The girl doing the scan assured me that she was a dental hygienist as well. I was skeptical, but went ahead with the scan. I don't know what her skill as a hygienist is, but I'll tell you one thing - she was a heck of a salesperson.

I paid the $1850 and went home excited to get started. My aligners arrived in a couple of weeks, and I began wearing them, I figured there would be a period of having to get used to having them in my mouth, kind of like breaking in a new pair of shoes. My gums, tongue, and especially the roof of my mouth (which felt like it was burned by hot pizza) were irritated by them, but I toughed it out. By the time I put the third set of aligners in, my mouth was so sore, I couldn't continue to wear them, I had to leave them out for a while for the sore spots to heal. It had become very uncomfortable to eat or to brush my teeth. A spot on my lower gums was rubbed so raw by these things that it took 3 weeks of rinsing with salt water for it to feel better.

I contacted SmileDirectClub and told them about the issues I was having. They agreed to send me a complete new set of aligners, starting at week one, and they credited me $200. Again, it took a couple of weeks for the new box to arrive. I was hesitant to put them in my mouth after the experience with the first aligners, so I waited a week before I even opened the box. I finally decided to give it another go and put the first set of aligners in late one night just before going to bed. After about twelve hours of having them in my mouth (including taking them out twice to eat), I couldn't stand it anymore. Once again, the roof of my mouth was so sore, again making it hard to eat and brush. I got in touch with SmileDirect for a second time to let them know I was having the same problems all over again, that the second set hadn't been made any better than the first ones, and that after two failed attempts, that I wanted my money back.

Both times, I was urged to file down any rough/sharp edges or use dental wax to pad the rough spots. I realize that $1850 might not be a lot of money to some people, but for me, it's a big chunk of change, and I don't feel that I should have to modify these aligners to get them to fit better - I should get smooth, comfortable aligners that fit without creating sore spots in my mouth.

They requested photos of my teeth and mouth both with the aligners in and without them, and other info in order to process my cancellation. I asked them why it is that there isn't a resource for people who are having problems with these things, why there isn't an actual doctor that I could go into an actual office to see, but I didn't get a response to that.

I've read reviews from others about poor customer service, and I would agree with that to some extent. The biggest problem I see, however, is the completely online process that has no backup plan to address issues. And the fact that they will do or say anything to get someone to remain a customer.

All in all, I would say that if you're thinking about straightening your teeth with this method, stay away from SmileDirectClub. You get what you pay for.

I think getting my money back will be a fight, but I'm ready to take them to small claims court if I have to, and definitely will file a claim with the BBB.

Good luck!

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

Ordered on April 7th, still no aligners. They promise and advertise a delivery time of 4-5 weeks after the order is placed (according to the website, but email confirmation of order said 3-4 weeks). Company has awful customer service. Can’t provide products in promised advertised time frame. Can’t even tell me why I haven’t received them, where they are in production or how soon they will ship. Only thing I am told is “we have escalated your case and you will hear from us in 3-5 business days”. No one ever calls. I canceled today. Waiting for my money back. This company is borderline fraudulent! I see a future of lawsuits coming their way!

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

I wanted to get these for my daughter who really needs help with her teeth. At first it was great. I paid the $40 for the impression kit, and went downhill from there. She did the impression and I took the pictures for her. They made us retake them three times. Finally they were approved, and we thought we were doing good, until we saw prices they had never mentioned before. A total of over $2100 and we would do all the work? The commercial says "get the impression kit and have your new smile in 6 months", not $40+$250+24 payments of $79. This is a slap in the face to those of us who cannot afford fancy insurance but are desperate to help our children with their oral health and self esteem. Oh yeah, when I told the chat representative that I wouldn't be ordering anything he told me that I was "denying my daughter the smile she deserves". That is so cruel...

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