SmileDirectClub

Started with SmileDirect one year ago. Problem has not been corrected. Have been through two "redo" and am waiting on the next set of aligners. It has been 6 weeks and aligners are still "in production". I think it's BS and they don't want to honor their contract.

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

They told me I had a Dr. Amanda Girardi who is in Maryland where I’m from who will be helping with my journey. I googled her and she is not in Maryland, she is in Arizona somewhere. Why lie? I am going to get my refund today.

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

Went for a consultation and was informed several times that I could cancel within 3 days. My mum canceled after 2 days and yet the charge still went through and they proceeded to send us the aligners. Despite my mum calling several times, they have deflected her calls and when she finally got through was informed that it was her fault! She was also misinformed of the steps needed to send the aligners back and receive a refund. We still have the package with us. I am outraged due to the lack of communication and professionalism.

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

I am very upset. When I received my order, I was told this would take about 5.5 months, unfortunately, SmileDirect did not include enough liners to actually straighten my teeth. I called, they said they would be happy to provide me with additional aligners, I would need to come in for a new scan. This is a bit of a drag given the office is a 4-hour drive, one way from my house, but I wanted to complete the process. I received my new aligners, 4 weeks later. So my progress is stalled 4 weeks and I am wearing these aligners now for 6 weeks.

After sleeping in them for 6 weeks and soaking them in hydrogen peroxide during the day, they are a bit gross. I received the new aligners and everything is great for the first month but when I opened month 2, they are distorted. So are the following week. I call "customer service" and speak to several "customer service" representatives. They make me take photos of my teeth, even after explaining over and over and over and over to several reps, it's not me teeth, the aligners are deformed, manufactured incorrectly, I am at a serious loss of how to explain that they are defective and all I want is the aligners reprinted. It must take about 5 mins to reproduce these.

Finally I speak to someone that gets what I am saying and agrees to reprint the weeks I am asking for and send them in 2 weeks. I am happy with this and so appreciative of the fact that someone finally gets what I am saying. It is now 19 days later, no aligners. I have called and I need to verify everything from email, phone number, date of birth, my entire situation all over again just to speak to someone that can actually solve the problem.

I am so fed up that I would not recommend doing this. Go to the dentist, you can call them, you can go see them, they have actual knowledge about teeth! These are just young kids that don't know anything about dentistry, and definitely nothing about solving problems. They were actually telling me that I need to get another scan! 8 hour drive because they manufactured 2 weeks of aligners incorrectly! WHAT? A supervisor was supposed to call me back today, nothing. Absolutely nothing. This stock valuation is going to go into the negative numbers with this kind of problem solving. This is lip service not customer service, there is no problem solving, there is no listening, there is a script they must follow and if you are unwilling to spend hours repeating yourself they will respond to you. Don't do it. Go to your dentist.

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

This company is a joke. The worst customer service I’ve ever received by far. The first set of aligners they sent me only fit for about four or five sets. I had to get a reevaluation. I’ve been waiting on my reevaluation aligners for over 2 and 1/2 months. Every time I call for an update the only thing I’m told is a few days. Do not waste your money.

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

Only get if you have enough patience because they take their time to manufacture and ship aligners, and if for some reason you have any problem with your aligners, good luck waiting for new aligners as it could take another month or 2, so basically if they say your treatment is for 6 months, keep that in mind it could be 10 months with all the delays.

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

Buyer beware. Great brand promise, huge disappointment in delivering on that promise. I'm on my third series with SmileDirectClub, with huge delays in production and responsiveness between each updated set of trays, and lack of real customer service. Despite a very simple treatment plan to close a gap in my two front teeth (had braces as a teenager). You can't ever speak to a qualified dental person. It's clear the company cares more about making the sale/customer acquisition than actually fulfilling on existing customers.

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

I have only had my aligners for a week, so no idea if they are going to be effective or not. I will say they fit my teeth perfectly, which I was pretty impressed with. However, their customer service is atrocious. I knew I could not wear aligners for 22 hours a day, so had held off on getting aligners. But when they came out with the nighttime plan, I was sold. I went into a store to have a scan done and the lady there told me that the aligners are actually the same - the only difference is how long you have to wear them. I ordered the nighttime version, but when they arrived, the instructions were clearly for 22 hours/day wear. I immediately contacted their so-called customer service and was very snippily told that since I was "in treatment" I "would wear the daytime aligners" and she refused to give me the timing instructions to wear them nighttime only. I emailed back and still, a week later, have not had a response. Joan P and Jefferson R also refused to send me a copy of the invoice, so I could submit it to my FSA provider.

Rather than fight with these idiots, I am trying to wear the aligners during the day, but right now the side of my tongue is so sore that I can't even eat. Very dissatisfied. I would strongly recommend going with a different company.

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

Our son had a 6-month supply of SmileDirect aligners. One of his aligners in month 4 was made incorrectly. SmileDirect acknowledged their error and offered to remake his aligners.

We were told on September 9th that his corrected aligners were being processed. It's now October 31st and no new aligners. I call each week and I'm told they will ship "next week".

In the meantime, our son's teeth must have shifted back, since he has not been able to wear any aligners.

$1800 has been wasted by a service that can't deliver...

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

I've wasted six months now trying to straighten one single tooth and it's been an extremely painful and unrewarding six months. It took me almost two months to get another set of liners after the 1st three months was up. It's only made my teeth more week and my dentist has said it has severely loosened them from trying to align their position too quickly. And again, IT DIDN'T EVEN WORK! My teeth are STILL CROOKED! The biggest waste of $1800 and six months ever.

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

As anyone can see the response from SmileDirectClub below. I left my email for "Thom" below to discuss this issue. Never contacted me. HERE is the problem. DON'T verbally tell someone on the phone that you will refund them (3 different service reps) when you won’t! I would remove the one-star now since they never wanted to discuss this. Be careful and choose a different teeth alignment service.

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