SmileDirectClub

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

I went in to do my scan and everything initially went well. The woman was doing a lot of talking and I was impressed with the technology. During the appointment, the woman who did my scan asked me to pick a payment option if I was to go forward with the align ears. I picked one. She then proceeded to tell me that I would get an email with my projected outcomes. I told her LOUD AND CLEAR that I did not want to make a decision to purchase at this time and will only make my decision after viewing the projected outcomes! My teeth are minimally misaligned and I only needed the top aligned. She then went on and ask me to sign her iPad (nothing on the screen but a signature line) which was just a release for the doctor (or some lie to that effect) and I was not signing anything which made me obligated to buy. At that time I informed her AGAIN that I DO NOT want to commit to buy at this time! She reassured me that I would need to accept the projected outcome first. I left a happy camper.

The next day I received an email from SmileDirect saying my card had been charged a full $1795 and my retainers will be shipped in 2-3 weeks. I was beyond upset. I felt totally deceived and defrauded. How could anyone do something so callous?! I called them and they told me I'd have to wait 7-10 days for a refund. I am so disappointed and upset because I referred my husband the very next day because he is a much better candidate and he is excited about getting them but I am sure he won't be happy with the results because the company defrauded (I have absolutely no trust in this company) me and the reviews are terrible.

Whatever you do, DO NOT give these people your credit/debit card number if you are NOT 100% SURE you are buying! Do not sign anything until you are 100% AGREEING TO PURCHASE.

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

All is fine until you need their help. Don’t expect retainer to arrive before your teeth have gone crooked again. Worse, roots loosen, teeth wiggle so watch what you eat and brush lightly. Don’t expect an honest answer to any question or concern. I called several times daily for over a month and was given different responses and false promises that never matched in any call. If I’d asked for the moon, I’d be told no problem, shipping today. Save your teeth and go with "ANY" other company. Good luck to those waiting on retainers. They won’t come in time to keep teeth aligned. Save your money for an honest investment. SmileDirectClub got too big to care about those signed up. FRAUDULENT, FALSE PROMISES, HORRIBLE ORDEAL.

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

I decided to go with SmileDirectClub to fix a bite issue in June 2019. I went to an in-store location where the first red flag happened. The sales rep (the in-store people are not licensed dentists, simply sales people) told me that I would be able to talk with a dentist through video chat once my "smile journey" got started, aka, once I paid. This was great news and she told me that I was advised to sign up ASAP because if I waited, my teeth might shift in the next few days and I would need to get scanned all over again. I went with her advice and paid right away.

There is a total of 15 retainers and quickly, my third retainer cracked. The trays are very cheap, flimsy plastic and a stress fracture developed at the exact spot that I was feeling the most pressure. I contacted SmileDirectClub immediately on July 3. I have ALL the email records and phone calls documented. A replacement was put in on July 6th and I was told it would take 10-14 days to arrive. On the 10th day, with no tracking number, email, or replacement, I called and asked for a tracking number. The reps told me I would be given one soon. I continued to call and email and SmileDirectClub kept leading me along, telling me that a replacement was on its way. Finally, I spoke to someone on July 20th who apologized and said that a replacement retainer had in fact, NEVER BEEN ORDERED.

I was very upset but he assured me that he was putting in another order and it would arrive soon. I was given no explanation as to what happened. So I am now going 3 weeks without a retainer and has any rep or dentist advised me that my teeth would be moving around and not fit in the new retainers? No. They were very concerned that my teeth would be moving after 1 day if I didn't PAY right away yet when I am left with no working retainer for weeks and weeks NO ONE CARES.

The story gets longer. Two weeks into the second replacement was supposedly ordered, I begin asking again for a tracking number. A rep reaches out and says "oh, it's actually 10-14 business days to arrive". I wait 10-14 BUSINESS days despite the fact that is not on any documentation. After 14 business days go by, I reach out and they tell that 10-14 business days is an approximate time frame and it could take longer. This obviously makes no sense as 10-14 days means 10 days is the minimum and 14 days is the maximum. They are appearing to be completely unorganized and are acting like a flailing and failing business. I reach out after 3 weeks of waiting on the second replacement (a total of 6 weeks) and tell them if I do not get a tracking number in two days I want a refund. The rep on the phone tells me that FOR SURE I will get a tracking number by Friday.

It is now Sunday, August 2019 and I have been waiting OVER 6 weeks for a replacement retainer. I was three weeks into my "smile journey" so my teeth have already been moved around and now are moving around again. SmileDirectClub does not care AT ALL that there is a very high chance that my teeth will not fit the replacement retainers AT ALL! A dentist has never contacted me to check on my teeth. I feel like I am being strung along and that they are not ever going to send me a replacement. At this point and I am contacting them to get a refund because they have broken way too many promises and been completely unprofessional for way too long.

Don't waste your money and time on SmileDirectClub. I took a gamble with them and truly lost.

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

I’m in pain every moment of every day and have huge gaps in my back teeth now. I can no longer eat like a normal person. I filed with the BBB and asked for them to let me meet this so-called orthodontist in person. Of course, they said no, I didn’t even want them to pay for the trip. My dentist warned me! DON’T DO THIS!

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

The first months were great. My teeth shifted to an almost perfect position. Then they stopped sending the product. The aligners I had cracked and were no longer usable. I've been waiting three months and they keep telling me "they're coming".

I am going to stop paying until I get them.

DO NOT use this company.

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

They sent the correct aligners after 2 months and 8 phone calls and chats and numerous promises that were not kept. Although I received the new aligner the bottom one doesn't fit. The top one is perfect, but the bottom is correct. I can wear Month 5 week 2, but Month 5 3/4 week is not right. I tried on Month 6 Week 1 and I can get that one on, but not the one they sent me. I've called to let them know. I hope it won't take another 2 months! I should have been finished with this program by now!

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

I received my aligners, after wearing them for two days I cleaned them with warm water and they melted...I had to wait a month to get started again with a new set of aligners, it sounds like it was my fault (even though that's what they recommend for cleaning the aligners). After a month, I finally receive the new set and start again, month 2 week 3, I went to switch to my new set, and they were completely off, they did not fit my teeth, they were huge. I had to go in for a scan again where the manager treated me horribly, and told me that unfortunately, it will take 4-6 weeks for my replacements to arrive "SINCE THEY GET A LOT OF ORDERS" (Who cares? That was not my mistake.). I called customer service several times and they told me they were going to expedite my process and that I was going to get my new aligners, after 9 weeks and plenty of frustrating calls to customer service where they could not solve this problem because they tell you they have a lot of orders coming in and that their doing their best, I receive my new aligners. I was supposed to get 9 aligners and they only sent me 6 which means I will have to wait another month and a half for the rest of my treatment to arrive...I am tired and looking for solutions to try to cancel my membership. Any suggestions? They are telling me that there was a laboratory error that they will send me my 3 pending aligners in an expedited shipment, but everyone knows how the story continues.

DO NOT USE THIS COMPANY.

Thanks!

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

The product that SmileDirectClub produces to improve your smile works great and is very affordable. As long as you are okay with their poor customer service and inability to keep their promises and production and ship times, this is a great choice. It has been my experience that on the surface, they try to make you feel like they care and will deliver on their promises. When I first ordered my aligners, I was promised 4-6 weeks for them to arrive. After multiple calls, they finally arrived at 11 weeks. When I had to have a re-scan after the end of my 6-months of anglers, they scheduled them to arrive in 4 weeks, they arrived after 8 weeks. When I ordered my retainers on 10/14/2019, the order was never placed by the customer service representative, I called back on 11/26 to check on my order which was supposed to arrive in 4 weeks and was informed that it was not ordered and they would NOT expedite an order. They made excuses and promised again to have the retainers in my hands no later than 12/17. I won't believe it until I see it. The customer service representative also stated that he would personally watch my order, making sure it got to production and then would personally call me when they were scheduled to ship. Other customer service representatives have offered the same but none have follow-through. SmileDirectClub has a great business model and product, but their service is the absolute worst and they will fail if they don't fix it. BAD, BAD, BAD.

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

I started my aligners back in March/April of 2019 and everything worked well. There was one set of trays that didn't fit, but it was addressed fairly quickly by going into my local SmileDirect office.

Once my treatment plan was complete, there were just a few more things that needed to be fixed and so I went in for a refinement scan on October 16th...Today is December 11th and I am STILL waiting on my next set of aligners to ship. The customer service agents are hard to understand (language barrier) and are completely unable to provide any other info besides what I can see by logging into my account.

I've been told they were shipping last week, then the next day was told they won't ship until January 9th. The inconsistency among agents is unreal. Once I called back to ask what to do about the broken aligners that I've been wearing since September, I've yet to receive a phone call or email. I've even tried several times, leaving messages for my office in Spokane, WA and still nothing.

I am beyond frustrated at this point. All I've asked is for someone to confirm a shipment date and for a Dental "Specialist" to let me know what to do since I am no longer able to wear my aligners as they're broken.

I'm just asking for basic information. How hard is that?

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

Maybe SmileDirect works if you do not have any issues arise, but if you do then it is horrible.

I went in for my scan in October. I said multiple times I wanted the night only aligners. I was told after my scan they would let me know if I was a candidate for them. This started a long two-month process, with no help from customer service, being treated poorly, and still no aligners.

I have been told that aligners were delivered, and set a tracking number that clearly stated that the sender stopped the order and returned them. Yet, when I reached out to the customer service, I pretty much got called a liar and was told they were delivered.

SmileDirect loves taking customers money, but does not love providing helpful customer service or even their product. I would not recommend, because if issues arise you will not be helped.

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