SmileDirectClub

I purchased my kit and returned my impressions. My impressions were just like pictured in the example they gave. Weeks go by and then I get an email telling me I have to buy ANOTHER kit. I was already worried after all the reviews that it might be sketchy. This red flag let me know not to continue with this business and just go to my dentist.

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

I had a scan done in-shop. I brought up an issue that I thought was reflected on the scan. A tooth that has partially erupted just magically vanished on the proposed treatment plan. Plus the Smile shop made me believe that the down payment would not be processed until I approved the treatment plan, which is not the case. I called customer service and the guy was rude. Trying to blame it just on a misunderstanding with the Smile shop. It's not just a Smile shop problem when the doctor planned it that way, but there is a tooth still there. Also, they had no plan to remove it.

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

Please do not waste your time or money. Go to your dentist and get this done by professionals. I was very excited when I started with SmileDirectClub, but not after months of my aligners delivered MONTHS after the delivery date and the inconsistency of how the retainers and aligners were made were very poor.

Any time I wanted to speak to a manager, they passed me off to a "supervisor." Every supervisor I spoke to gave me the generic "oh no I am so sorry to hear about this." Never tried to make it right. They just always gave me expectations that they never met. This company has no integrity, everyone that works here says something different. Going through SmileDirectClub gave me a constant headache. I will not refer SmileDirectClub to anyone.

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

My story sounds similar to those who are unhappy. I fall into the category of everything was fine until it wasn't. Giving your money to them is about the only easy part of this process. You better pray to the orthodontic gods that you never have any issues once you make a deal with the devil. My treatment plan was for five months. And I fully understand that it is not an exact science and adjustments may be needed. However, when a customer says they are unhappy with the results and no longer wish to continue, that wish should be honored by the company. Working in retail management for as long as I have, you need to do right by the customer even if it means you lose a little on the back end.

Customer service will be the death knell of this company. This isn't just money, these are people's lives you are messing with and holding up. If your product and your service is so poor that you cannot afford to honor the wishes of your customer, then perhaps it's time to reevaluate your business plan. A customer should not be forced to continue paying for a service that no longer adds value to their life or has created a hardship. In this case, I have sent several messages over the last couple of months asking that my plan be discontinued. I have one tooth that will not budge and I would rather make peace with it than continue this plan.

I am not asking for a refund. It didn't work the way it had been predicted, it is what it is. But forcing me to continue to pay by ignoring my requests is beyond unethical. Reading the reviews it would appear I am not alone in this. I guess I have no other recourse than to file a complaint with the BBB. It's a shame it has to be escalated to this degree.

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

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

First when I went for a visit they told me everything in the book to make me sign up, after I did, I had to wait 3 months for the aligners because they kept having delays, which was fine. When I finally received them, I followed every step to the T. I already had an overbite and my upper teeth were overlapping, which was my major concern. I was told it would be fixed. Four months into it, I called/emailed with concerns saying that I noticed my overbite has gotten worse and that I was not seeing any improvements in my upper teeth (mind you, my teeth weren't bad looking) AND HERE IS THE CHERRY ON TOP, I NOW HAVE A BIG GAP ON MY BOTTOM TEETH FROM THIS.

I then received multiple emails telling me I had to finish the aligners first before I can complain. At that time I had 1 month left, so I completed it. By then my dentist told me that I would have to get braces because they really messed my bite, overbite, and my crown. I now became upset, so I called them/emailed again with no sense of urgency from them, no help, nothing. After they get your money, they will completely block you. After a couple of months, they said oh, you were approved for re-eval so we can send you new aligners or you can cancel for a total of $360. Since I was confused about this (I now have to pay for a new crown and braces), I was hoping they at least canceled the whole thing. I spoke to this non-professional, liar, scam artist called Krista who assured me that she would adjust of 75% of the total and she would make my total balance $360 due to the issues, which I kind of agreed to since I already paid $250 deposit plus $80 each month after. I asked her would I be getting a refund for everything I paid (after the $360), she said yes.

Today, 8/30/2019, I got a call from their billing department asking me to pay $360 on top of what I already paid which made me so angry! I should have listened to the reviews before I signed up for this mess. Krista, after I tried so hard to get hold of her, told me there was a misunderstanding when we spoke, and that her email explained better. Then she claimed I signed some form which I DID NOT SIGN. When I said I won't be paying it, she told me "WELL, I WILL BE SURE I SEND IT TO COLLECTIONS, YOU SIGNED THE FORM."

Stay away from this scam company! Now I will get my attorney involved because they will need to pay for my crown and braces!

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

When I went through assessment I was excited for this cheaper way to get my teeth straightened. However, they did not tell me that they can only align the front teeth in this manner. The side teeth and molars cannot be straightened.

On their portal, they post what your treatment plan will look like, but the application to see it is very glitchy. They do not ask you to "approve" what your final smile will look like. I just trusted that the professional orthodontist would know what they were doing.

When it came to the end of treatment, my teeth were still crooked and my request for another treatment round was denied. Any reimbursement was denied because they said I should have seen how it was going to end up before I started and so it is my fault. I think that they should have told me I was not a candidate for this treatment to begin with instead of taking my money and doing a half-way job.

Also, when they sent me the retainers at the end of treatment, they were of someone else's teeth! They completely messed up and sent me the retainers for someone else. Then the process for getting them to send me the correct ones was so convoluted! Never would recommend them to anyone. I will need pay full price to get an actual orthodontist to look at my teeth and get them worked on. They say only pay 60% of the price, but don't tell you that you will need to pay the 100% after treatment anyway.

Think again before signing up to pay 160% the cost. Because that is what will happen.

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

I am so disappointed in this company. I purchased the starter kit using my debit card. When I was sent the impression kit, I filled out the payment plan card. I was given the option to pay with a different card or the card on file. I chose to pay with a different card and put in all of the information to have that card charged. I check my bank account and $1795 was taken out of my checking account instead of the credit card I had provided the information to have charged. I can’t afford to have the full amount taken out of my checking account, that’s why I asked that it was taken from another card.

I call immediately and ask to have it refunded and taken from the other card provided. I was told it would be refunded in 7-10 business days. I don’t have 7-10 business days to have $1795 missing from my account. They offered to discount $100 off of my total for the mishap. $100, as if that would even begin to cover the potential overdraft fees. I had them just cancel my order altogether. I called back and spoke to someone else who offered me free retainers on top of the $100 off in order to keep my service. No thanks. He then said that he would leave a call back message for an account manager so that I may discuss having my money expedited...but the catch...I would have to wait 3-5 business days for a call back.

I’m fuming! I don’t have near $1800 to just have out of my account while they figure out when to send me my refund. They don’t care to keep you as a customer or the fact that you’re potentially having to pay fees for their mishap. I definitely would not recommend this company to anyone! If a company can do this before I even receive my aligners, I’m going to guess it doesn’t get any better per other reviews.

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

Everything started out fine. Got my initial box back in February. Most of the aligners had rough edges which had to be filed down so that it would limit the buts inside my mouth. But being from Canada, they did not provide me with any file so I had to go buy my own. All was going well until close to the end of my initial plan. Most teeth were straightening out but some still needed some adjustments. So I went in for a secondary scan (July 11) to get more aligners made. Here's where it all went downhill. Didn't get an approval for new sets until July 23. The next set was taking a long time to arrive and I was wearing my last set from my initial order for a long time, so I decided to give them a call (August 27). Turns out, my order for the next set of aligners were canceled. And to make it worse, I was not notified at all. So if I didn't call, I would not have even known. For this mishap, they offered me a free set of retainers on my account. So they once again had to redo the order which would take an additional 4-5 weeks of waiting and wearing the same last set.

They finally arrived on September 24. Closer to the completion of that new set, I thought ahead and ordered my set of retainers (October 29) being that they would take 3-4 weeks. Trying to order my free set of retainers that were promised to me was another mission in itself. The reps online had NO CLUE about it on my account and kept telling me that I had to pay the $99 so I had to escalate the issue and finally got it resolved. So on November 18 I finished my second round of aligners but continued wearing them until my retainers arrive, which would have calculated to November 26 as the 4-week mark. Contacted them on November 21 for a status update as my upper liners cracked in half and no longer was wearable and the bottoms were starting to do the same. I couldn't use the previous upper set as those cracked as well. The only answer I got was that they can't provide a timeline. They didn't even bother to address my issue of the cracked liners.

Low and behold, November 26 comes around, still no retainers. Contacted them again on December 9 asking what the delay is and repeated my issue of the cracked liners and now being told to allow 5-6 weeks from the time of order to manufacture and ship out which would be December 10. Once again, no mention of any solution regarding my cracked liners. At this point, I have not been wearing anything at the top so they have been adjusting. Can you guess what happened on December 10? Same as always...NOTHING! No liners arrived. No FedEx ship notice...NOTHING. So I thought I'd give it a few days. Repeated the whole process of contacting them on December 12. Still no set date and no mention of any solution or help regarding the cracked liners. Tried the chat again on December 17 as there are still no retainers shipped out, same answer and again no mention or help for the cracked liners. So I sent an escalated email that same day and as of today (December 18), I have yet to receive any response. My bottom liners are on its last legs and will crack in half at any moment. By the time the retainers arrive, all my teeth would be shifted and then the retainers would no longer fit properly...so what then? TOTAL WASTE OF MONEY! And would have to start over and order more aligners?

Word of advice, bite the bullet and go through your dentist. If you have any issues or need replacements, at least you'd get help faster and I'm sure you wouldn't have to wait forever to get your next set of retainers. I regret not going to my dentist instead. But now I'm stuck paying for this service only to have my teeth slowly shift back because of all these delays. Which will end up resulting in me spending more money to get my teeth straight again. But this time, I'm going through a dentist.

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

My experience has been very good. No complaints. They have been very responsive to every concern and question. They treated me an additional two months to get my teeth straighter. They had me come into their office to reassess for two months more treatment. They credited me one payment when my aligners were late. They have done absolutely everything a reasonable customer could ask for in service. I felt compelled to write a review for them when I saw that there were some negative reviews.

Bottom Line: Yes, I would recommend this to a friend