SmileDirectClub

I started my journey with SmileDirect in 2017. Received aligners in early 2018. Was promised retainers prior to leaving the country for a summer at graduate school; after numerous calls and emails and getting a different answer EVERY SINGLE TIME I interacted with a SmileDirect associate, it was determined that my retainer order had never happened. And yet, it had.

So, my teeth shifted back. I returned in August of 2018 and spent months trying to get a reevaluation to go through the process again. Finally got impressions sent in in May, and have now been waiting and misinformed several times by the team at SmileDirect. "We need your impressions." You have them. "You need a scan." I was never told this and I am at graduate school now and can't get one. "Your case has been escalated and your aligners will be in production in 3-5 days." That was 3 weeks ago. "We need impressions." Again, sent them in May.

This company does not communicate internally very well, and is trained to shift blame to "other departments." Their FB page boasts immediate resolutions via PM yet the responses are automatic and delayed. I'm currently trying to get a refund issued and of course, getting a runaround about who is going to contact me about what and when. Currently, I am waiting to be contacted by the "business team" who will discuss how much of a refund I can expect - but anything less than a full refund is unacceptable unless I can get my aligners in my hands before I leave the country in 2 weeks since the company has had my impressions since May.

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

Love the environment, just to begin with a super clean waiting lobby. Great water, the staff named Autumm was super sweet and nice, explaining everything into great detail. Didn't miss a thing. Great personality to get along with and to make you feel comfortable and not rushed on what decision you tend to make. Great free stuff also.

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

The process of the aligners was fine, but as soon as I got my retainers, everything fell to pieces. My first set of retainers was lost and I ordered a new set that was supposed to take 2-3 weeks to arrive, however, it's been two months and I just received them today and they're the wrong set. This company has been absolutely miserable to work with the last two months. Every time I called, they had no record of any previous calls or even that the retainers hadn't arrived and we would start the process all over again. They would tell me they would follow up in 3-5 days, which never happened, and was even told that they would arrive on a certain date, which also never happened. Needless to say, my teeth have shifted back. What a waste of time and money. This has been a terrible experience. Will never recommend them.

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

When I first got my Aligners, I had several questions...about fit, pain, etc. It took several tries before I got any answers. But I did eventually. However, I had an allergic reaction to the Aligners. I could only wear them for 3 days. I have asked for a cancellation and refund and keep getting "form letter" emails saying someone would be in touch in 3-4 days. It’s been 18 days and I’m still waiting for an answer.

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

I never received my aligners. After virtually no communication by the company and 12 weeks later (I was told me aligners would ship in 4 weeks), I canceled. Very disappointed in the company. The customer service reps could not offer any information as to when they would ship. Staff was uninformed, unhelpful, and unknowledgeable.

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

I, too, was overwhelmed by the number of emails I received from SmileDirectClub.com: "Thank you for visiting," "Here is your $25 gift certificate to use for any of our products," "Can't wait to hear how much you love your liners." UNTIL: "Sorry, you are not a candidate for our liners." When I went to use my gift certificate to order more whiteners, somehow ALL emails from SmileDirectClub.com were gone. POOF. I searched through trash, I knew I had "starred" them - nothing. The ONLY email I had from them was one that was directed to "Lydia, sorry to hear you are unhappy with your liners." I wonder what happened to ALL those emails? And why do I still have the one directed to Lydia?

Seems to me that once I no longer was a candidate - they pulled all the emails but forgot about poor Lydia's.

I contacted them about replacing the $25 - but you know "they can't do that...BUT what CAN she do to make me SMILE today?" I replied - give me the $25 that you promised...that would make me smile. Still waiting for a response.

But, alas, all I hear now is crickets!

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

Wow too much to write. So here’s the short version. Everything was going OK until I got to month two. I looked ahead at month three and noticed that there was one package that had zero liners in it so I immediately called and the lady said no problem, I’ll get them ordered so they will be there by the time it’s actually time to wear those liners nothing came. Through many many many many emails I finally received them two months late. Then when it came time for the retainer I was promised a free set for all of my trouble, LOL, so I contacted through email and sent them a picture of the email that was sent to me showing that I would get a free set and someone responded and said awesome, I ordered them, they’ll be there in 3 to 4 weeks. Then I receive a phone call two weeks later from someone, turns out they were never ordered. So just a couple more wasted weeks. So supposedly she put the order in and maybe in a month I will actually have them. This company is ridiculous. I hope another company comes along and as long as they get their customer service right, they’ll do great. This place sucks, do not go here, try a different company!

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

I finished my aligners on July 30th. The last 6 weeks the top aligners weren't really fitting tight. Wore those for a week and then put new ones in. Even with chewies, etc., they didn't fit like the previous ones. I messaged the company and didn't hear any response.

Now that I'm over, the top teeth don't look as good as the model. Probably because the top aligner stopped fitting. Keep in mind I did wear them 23 hours a day religiously.

I have written 3 emails to get a reassessment but there is no response.

My teeth are better than they were but I trusted them when I read about the smile guarantee.

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

I started using the aligners in July. They moved my teeth so much that my two front teeth became loose and the dentist told me to go see an orthodontist ASAP. I am now in full braces. I have called multiple times and was told a manager would call me back about a refund plus was given a false telephone number to a manager directly. It’s September and I still have had no one call me back to correct this. I need someone to call me back ASAP. Definitely, would not recommend.

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

Seeing that I was on my last pair of aligners after 6 months and feeling like I still had more progress to make I called SmileDirect and was provided an appointment.

When I went into the Highland Park, IL location Francheska was very accomodating. I felt relieved that SmileDirect was willing to send me another set of new aligners.

For the record, I love my smile thus far just need a little bit more fine-tuning. I've gotten soooooooo many compliments about my teeth since I started wearing the aligners. SmileDirect is awesomesauce!

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

I wish I had good things to say about this company, but surely I do not. My consultation went great and I was extremely pleased when the gal who did my consultation called my insurance company for me. She came back into the room and said "Ma'am, I just got off the phone with your insurance and the $1,500 ortho coverage that you have will be covered. All you'll have to do is pay today (either by installments or one lump sum) and once you've got the aligners, you can email us to get the insurance claim paperwork sent over." So I did just that. I sent my claim paperwork to my insurance company and within a few days...DENIED. So I figured...must've been a fluke thing and sent it again...DENIED. WTH! So, of course, I reach out to my insurance to figure out what the issue is, and they said that the information about the dentist doesn't match what they have in their records (Delta Dental). So then I reach out to SDC to see what I should do, and that is when they decided to tell me that Delta Dental doesn't work with their database of licensed orthos and pretty much I was SOL. I am beyond frustrated with this scam of business and now I am out $1900. I'm also 5 weeks in and haven't seen a lick of difference in my teeth. So I may have just thrown $1,900 out the window on an absolute garbage product. So - be warned - just save your sanity and cough up the extra dough to go to a REAL ortho that will take care of your teeth and leave you with actual VISIBLE results.

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