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

So far, my experience has been pretty poor. I received my aligners in the prescribed time window, but the first set was extremely painful. They cut my gums and my tongue in multiple places. There were huge gaps between the aligners and my gums that caused sores all around my mouth. I asked for a re-scan and they told me to cut the aligners down myself. I spent 45 minutes trying to cut excess plastic off, which improved the fit, but was still cutting my mouth. I also didn't want to be spending 45 minutes every week cutting the new aligners. I complained again, which they replied the aligners were the right fit...right, my mouth should be bleeding! Finally, they agreed to re-print my first month and see if it helped.

It took a month to get the new aligners shipped, and even though I had explicitly asked for them to ship to my new address and gotten an email back saying they confirmed the new address, they shipped to my old address.

I have tried the new aligners for two days. The initial fit was better, but still painful, cutting my gums, my tongue, and especially the tendon on the bottom of the mouth below the tongue. I cut the plastic again, which improved the fit, but still getting cuts. I've requested a new scan, because I think the original scan must be off if the fit is that bad, but have not heard back from SmileDirectClub.

I just looked at the return policy. Seems like they purposefully delay any responses past the 14-day return window. If they don't re-scan, I'm just SOL?

Oh, also the $25 Amazon gift card number they gave me is invalid.

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

Still nothing on my gift card. But I did receive my new aligners. Honestly, just not a good experience overall. Save your money.

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

Cancel that 1 star, People of Richmond, you all need to be very aware of SmileDirectClub in general. In April my daughter arranged for a fitting, we paid an initial $250 deposit and agreed to pay $80 per month. Six weeks later the teeth aligners arrived but after a couple of days they started to make her gums bleed, we complained and returned the teeth aligners to the location in Richmond, we were waiting and waiting. Four months went by, every time we called we were promised over and over again that the teeth aligners would be arriving any day, obviously we had enough and canceled, after two more months of phone calls between SmileDirectClub and their so-called finance company, we were told that we would only be receiving the $250 deposit and that I would not be receiving the 5 months of payments because I had received the product earlier? Makes no sense except that there just out to rip off customers of their hard-earned money. Ruthless company.

Took a chance on another company and it’s all good now.

I wish someone had warned me like I’m warning you.

Just walk away.

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

I was told my aligners would arrive in 4-5 weeks, it's changed to 5-6 weeks, and it's going to change again. I should've listened to all the bad reviews because the bad reviews are the real answers. The company sucks and I've canceled and told my bank to put a hold on my account. I want a refund, I'm paying monthly for aligners I do not have. DO NOT USE THIS COMPANY.

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

I am confused by the varying accounts of the SmileDirectClub process. I do understand that something in the company changed and maybe they do things differently than they did as little as 6 months ago.

I went in person to a SmileDirectClub office in Chicago. They took tons of pictures of my teeth. At the time I picked the payment option I would use should I be approved, thinking that there would be one more step of "click here" to place your order. This was important to me because I wanted to check in with my dentist at home and simply say "hey I'm thinking of getting Invisalign, do you think I'm a good candidate?" To see if they would say yes or say I would actually need tooth extraction before doing something like that.

My smile was approved, and they just charged me. I freaked out and called and explained that I thought when I was approved there'd be one more step to click for finalizing of payment, and explained I didn't want to purchase just yet because I wanted to check in with my dentist at home in New York first. They were very kind on the phone, the woman I spoke with did a stop payment with my credit card and said to just let them know within 90 days if I wanted to proceed, or else you just have to come back in for more photos.

In my time between then and ordering, I was sent a bunch of different offers for money off and such, but I hadn't been able to get to my dentist yet. About two months later they sent me another offer I just couldn't refuse, so I jumped and bought them.

They came in 4 weeks, as was stated, they were even able to change my delivery address and carrier preference days before they were sent out. They were so helpful.

I received my aligners yesterday. All of them. I have a 40-week program to follow, and they sent all 20 aligners at once, none of this "they ship one every couple weeks to you and having to worry if it will be on time" stuff. They are all here.

I still do want to check in with a dentist because it's mainly a crowding issue I'm dealing with in my top 6 front teeth, and I'm just not convinced this is going to work. I want another opinion. I would rather save myself the pain if it isn't. But like I said, the final offer they sent me I just couldn't refuse and figured it wouldn't be much wasted if it doesn't work out, but that the offer more than likely wouldn't come again.

I am excited and nervous about this journey.

I just wanted to say I've had a great experience so far. Communication has been great, and the live chat feature on their site has been amazing.

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

I am almost done with my set, and my teeth look worse than when I started. Now I'm stuck paying for something I don't even like. Just get braces. Also, I needed to wear them for six months and it wasn't explained that you have to continue to pay even if your time of use is less than the two-year contract. I have horrible spaces between my teeth, simply horrible.

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

Smile Direct Club promised results, and by the end of my treatment, my results looked nothing like what was provided in SDC viewer. I completed treatment and wore aligners as recommended. My final results were nowhere close to the SDC viewer. I believe Smile Direct Club is using false advertisement. The FDC released guideline and regulations banning the "results may vary" disclosure in 2009. Why provide SDC viewer if my results will look nothing like it. I was told I won't get a refund because they moved other teeth slightly that had no effect on the promised results of fixing my edge to edge bite. Now their saying aligners don't fix edge to edge bites. So this means they recommended treatment to me knowing it wouldn't fix my concerns, in fact, I was never given a treatment plan or told what my treatment plan was. I may file a suit soon for false advertisement and make a complaint with the American Dental Association.

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

This isn’t a review for aligners, but for their online shop - the teeth whitening kit and LED light. I received a defective LED light and contacted them immediately. I took photos as evidence. I initially contacted them over the phone, just to be placed on hold and be hung up on. I called back, was placed on hold again and was told they were having problems finding my order. I am not sure how or why or what kind of crappy system they use when I had all the information needed. The order number, phone, email, address...in the end, I was told a sales manager would be in contact with me to resolve, which they NEVER WERE. I had to reach out by email just to be met with "cannot locate your account" multiple times. I had clarified so many times I didn’t have an account for aligners, that I simply placed an online order through their online shop and had sent them my original confirmation email. STILL, we kept going back and forth about not finding my order. Once I finally found a rep who seemingly knew what he was doing, I was told I would receive a replacement light and a free whitening kit for this huge inconvenience.

I first contacted them on 10/19. I was given promise of replacement/whitening pens on 10/25. And yet I have heard NOTHING. I’m waiting on a response now but NEED this issue resolved ASAP! Extremely unprofessional! Their customer service is seriously a JOKE!

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