SmileDirectClub

After posting this review I did receive help in rectifying this situation. As of this morning, they did send the $200 gift card as promised. Thank you.

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

Save your money and yourself the headache. First off, their customer service team is a joke. They have no idea what is going on or how to solve the problem. I paid for everything upfront and things went downhill from there. I had to constantly fight with the dental team and customer service to get the results they promised me. Not to mention the shipping takes forever. I had a set of aligners that had to get fixed 3 times because they didn't fit my teeth, delayed each time. One set the order got completely canceled and no one told me! I had to call to see what was taking so long and that's how I was told my order was canceled. After I finally finished the program. I have had the worst time getting a set of retainers that fit. At this point, I finished my plan 6 months ago and still have no retainers! Every time I call about seeing when they will ship nobody seems to know. Please don't waste your money on this horrible company.

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

First off, any reviews should be from customers that have used the product for several months. I was very excited and "thumbs up" at the beginning, but that has changed over time.

Inconsistent Quality:

Inconsistent finish on the braces was a pain (literally). While all the braces did well at moving my teeth, some had a lot of sharp edges (about 1/3 to 1/2 of them over the 7 months). I had to use a fine grit Dremel tool to remove the flash or excessive material. My tongue and cheeks were getting very irritated and sore.

Customer Service:

1. I broke one set of braces, and called customer service and sent in the photos. Turns out it takes 4-5 weeks to get replacements, not the quick turn-around implied by the web page - quite a setback to progress. I just jumped to the next set of braces and dealt with the discomfort. There is no way to "fast-track" an order.

2. Retainers are a fiasco - my advice is to order them 3-4 months in advance to account for their inefficient system. I ordered my retainers on November 5 online so I would get them in early December when my final set of braces would be done. I called in early December to get the status since they hadn't arrived yet. The first representative said that they didn't have an order for me and offered to take it over the phone. I was mad and hung up. Once I cooled down, I went online to place an order for retainers and found that you could no longer do it online. So I called to place an order, and that representative said that my order had gone in on November 20, and I would get them around December 24. Why the delay from November 5 to November 20 - were the online orders not getting recorded correctly? Why didn't the first representative "see" my order?

Since I had no faith in their system, I called a day later and verified that the order was in the system (it was). My credit card was charged on November 21. When December 26 rolled around and the retainers had not arrived, I called again and found that there were some manufacturing issues, and my new date is January 10-15 to get my retainers. I got an email that day saying "thank you for your order for retainers - they'll arrive in 5-6 weeks." WTH? I just got off the phone with another rep who tells me that they should arrive any day now. At this point, I have been wearing my last set of braces for 6 weeks. At this point (January 2), it has been 2 months since I place my order online. I'm hoping the retainers come in the next two weeks, but not holding my breath.

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

I have been waiting for my aligners for almost 2.5 months already. SmileDirect is charging me for the services that they are not providing. I was promised to be contacted by the account manager rep but it never happened and I keep calling SmileDirect company and just being given empty promises. My account was supposed to be put on hold and no further charges were supposed to be taken out until the issue is resolved. Instead, somebody from SmileDirect has released the hold with the Finance Department within a week from the initial communication without contacting me and informing me about my account and policies with the returns and further steps. This company cannot provide the services promised due to the high demand of the customers. Because of that my teeth were never straightened within the 6 months initially assigned plan; my upper jaw evened out but my bottom teeth stayed crooked. I have been waiting for 3 months for the 2nd set of custom build aligners. My teeth shifted already again and I am not going for re-evaluation again since only God knows how many more months I will have to wait for the aligners to be made.

Their services SUCK!

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

Wasn’t completely happy with my finished smile after 6 months so SmileDirect booked me a free SmileShop visit right away where I met Brodie and he made sure my experience was super comfortable and quick and now we are in the process of getting my smile back on track! Very happy after my appointment today!

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

I was very impressed with how quick and painless my 1st visit was and I'm excited to start the road to a happier smile. I was able to make an appointment for after work hours and Yanique, the shop manager, was beyond helpful.

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

I went to my 3D scan appointment by the end of November 2019 and I thought that I was placing an order for my aligners as I gave the lady who made my 3D scan my card information, but after around one week on, I received an email from SmileDirectClub prompting me to order my aligners...wait a minute...I thought I did order my aligners! I called the company just to find out that my order was not placed so I ordered my aligners again on December 5th, paying $800 of my HSA before the benefits expired. I called the company by the end of December 2019 to check on the delivery date and the lady from SmileDirect told me that I needed to wait between the 5 and 6 week to receive my aligners in the mail. After 6 weeks waiting I decided to call the company again to check on the delivery date just to find out that my order was supposedly canceled but NOBODY CALLED ME OR SENT ME AN EMAIL ABOUT IT! So I don't know what happened. At this point, I lost $800 from my HSA for 2019 and I DON'T HAVE MY ALIGNERS!

THIS COMPANY IS SCAMMING PEOPLE!

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

Horrible company. Several emails sent without a response, calls, chats via their website as well as on Facebook Messenger, and not one ounce of help. It's like a dog chasing its tail.

I waited 3 months for my refinement aligners (not the 5-6 weeks that they claimed) and when I FINALLY received them, guess what? They didn't even fit. NONE OF THE 5 SETS! The first two sets were way too big; and the last three sets were a horrible fit as well - no matter how long I chewed on the "Chewies", they didn't fit. It was as though they were made for someone else's mouth, not mine. I can't get ahold of anybody about this issue. Seems that since they got my money and I am almost done, they are too busy to help me as they are too busy with new clients (until they get their credit card number that is). You get what you pay for! Although I will be getting MY money back though as I will be having my attorney file a lawsuit on my behalf for a refund plus his fees. Save yourself the headache and pay a little more for Invisalign or similar where you can see someone in person rather than play the game with SmileDirectClub of the dog chasing its own tail. I will also be filing a BBB complaint.

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

The company sent me an aligner meant for someone else and kept telling me to make it work. It was impossible to get responses - the customer service is awful. I finally told them to cancel my plan and refund my money - then I got a response that they realized I had been sent the wrong aligner (duh) and would need to restart the whole process (doing impressions again - nightmare). I replied that I already canceled and was waiting for a refund...still waiting for that refund.

Not worth the money or hassle at all.

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

I'm writing because I don't want anyone else to go through the same thing that I went through as well.

Ok, first of all, I want to say that I was really excited to go and get these aligners because it was $1800 and I was gonna get a great smile. "Wrong."

First of all, I went to SmileDirect and got my teeth scan. I was told to pay in full and never see them again after I get my aligners. Ok, so they got everything down cool. "Wrong."

I waited a month for my aligner to come and when I place it on my teeth the top fit perfectly. My top teeth are straight, don't need correction at all by the way. And when I went to put the bottom teeth in, it didn't fit at all. The aligner was for bigger teeth. So it was clearly for someone else's teeth. I emailed and called them so many times after that. I wanted to get my bottom aligner.

What was crazy is that they told me I had to wait again. So I continue to wait. And let me tell you, it was not 1 week or 2. It was more like 2 months. I should've been priority, I should not have waited. It was not my fault that SmileDirect messed up on the order. And they say it happens. Well, get your system up correctly and it would not happen.

Well, it took a long time for me to get my bottom aligners. Which was the one I really need. I waited for 5 months. And when I emailed them and called them to get some type of compensation for being 5 months late this Ashley B and Cindy C both say they cannot do anything. Like, are you seriously running a scam business? Why did I have to wait 5 months?

Long story short, I got my new aligners and it was cutting my bottom gum it was hurting so bad. I called the company and they told me to fit week 2 in. Like, what, are you serious? The first week hurt like heck, you want me to put week 2 in? NO! I'm good.

I called to get my money back and they gave me the runaround and waited on me to talk to a manager for 2 hours.

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

I went to the D.C. office to have the images of my teeth done electronically. The cost is $1,800 if you pay all at once (much more if you pay over time). I got a free whitening kit and a discount of $100.

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