SmileDirectClub

I went in for for the 3D impressions and ordered my aligners on October 19, 2018. Because I paid in full, my aligners were supposed to be "fast-tracked" and delivered within 4-5 weeks. As of today, November 30, I have no aligners. I called customer service on Wednesday to ask about the hold-up and was told they were being made as we speak. I accepted that answer until my friend, who ordered her aligners on November 02, received hers yesterday. I called back today and just told they are being made. The customer service rep offered to give me a free retainer and when I told him I'm already getting one for free, he was silent. He basically said there was nothing more he could do and would call me IF he received any info regarding my aligners or I can try back on Monday to see IF there are any updates.

I think I want a REFUND!

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

I want a refund from my two SmileDirect kits I ordered. They only processed one and told me I needed to purchase another one at a cost of $49.00 because my impressions weren't good enough. The second one NEVER even got accepted! I ordered them off Groupon...stay clear people.

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

I thought SmileDirectClub had great customer service when they were trying to get me to buy. So I signed up, but now when I actually need customer service, they can't help me. Go figure, marketing is just that, marketing. The true test of a company is when crap hits the fan, how you treat your customers. Do you hold their feet to the fire or actually provide customer service. I guess they have used so much customer service trying to get you to buy that they run out shortly after you purchase.

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

Just like several comments on here, I was very excited after leaving a Smile Direct Club center for my initial consultation. The sales rep was great and I was confident this was the right decision following my consultation. The next few days, I received non-stop calls and emails until I finally decided to place an order. I was originally told my order would be received in 4-5 weeks. I'm now going on week 8 and haven't received any updates since January 18th, when I was sent an email saying my aligners were printed and now in the trimming process. I let it go for the next few weeks thinking my order would arrive, but now we're into 8 weeks and I have no idea where my aligners are. I sent 3 follow up emails in total, but no response. I called 5 days ago and was told the rep needs up to 72 hours to receive confirmation from the lab, which is pretty ridiculous. Five days later and still no response via email or phone.

Also - I was told my insurance might cover aligners from Smile Direct. I tried to coordinate with customer service immediately after placing my order, but was told to expect a response in the next 72 hours. Eight weeks and several email follow-ups later, still no response.

At this point, I feel like I've been scammed and strongly considering canceling my order all together. Overall I am disappointed with Smile Direct.

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

I would not recommend this. My aligner cracked, now it has been two days and my gap is back to how it was. Imagine, I was on my very last week. Now they are telling me to wait 10-14 business days, by the time they get here they not going to fit.

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

Worst customer experience ever.

BEFORE the appointment:

I refused to provide my card info and place a deposit for my "free" consultation. I then received an appointment offer in my email to do the consultation without the deposit.

I choose to go and book an appointment for my consultation because they offered to do it without the deposit for this "free" scan.

At the appointment:

I was shuffled into a room, handed a bunch of papers and told to "just sign them." I said no and wanted more information FIRST.

We spoke and she barely answered my questions. Her lack of dental experience and knowledge didn’t help my particular case.

After talking, I decided due to the dangers associated with my personal dental situation I mentioned that I wanted to speak to MY orthodontist before I continue with anything. They would not do the scan or show me the approximate "after" pics.

The girl was extremely pushy and was trying to force me to sign and provide my visa info "in case" I change my mind.

I explained I was worried and let down that I wouldn’t see my smile and couldn’t meet the ortho taking care of my plan, without having to pay them the deposit and provide payment plan. But despite all of this I mentioned I would check my doctors and come back if the product was a suitable fit.

I took the information for my insurance and happily took all of the info papers they had.

She seemed to upset but still understood after I told her to stop pushing. She gladly offered the teeth whitening and gave me two kits (without me even asking), she apologized I couldn’t do the scans or see my after photos. Then thanked me for taking the time to come down and talk to her.

FAST FORWARD to the next day:

The company has now been calling me non stop harassing to CHARGE me for the appointment because it was marked as cancel no show. They are also trying to get me to pay for my FREE kit once I mentioned I was there 45 minutes and still received info.

I was VERY happy with the results of the BRIGHT ON and with just ONE treatment I was happy with my results. I was going to order the replacement tubes in the LARGE box and now I have decided to shop elsewhere. This is not how one should be treated for not wanting to take a MEDICAL risk with permanent long term effects.

I posted my experience to Facebook and I have had an "agent" harass me for almost 15 hours for my email, birthday and phone number. They mentioned they could not offer and help and to not contact them again unless I provided more personal information. The company has my personal info and I have gotten nothing but threats for a $190 payment of the kit and the deposit.

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

I have had the same terrible experience. They initially said I would be receiving them within 4 to 5 weeks, so I called on the 5th week to double check and see when it would be arriving. They told me that they were backordered and that I would have to wait ANOTHER 14 days. I said fine, as long as I get them. Three days later, I got a message saying that my aligners were shipped out and got tracking info saying it would be delivered on February 20th. When that day finally arrived, there was no sign of them and so I called once again to check with them. That's when they told me they hadn't even shipped out yet, but that they would be shipping soon. I was frustrated at this point, but decided to wait AGAIN.

A couple of days later, I noticed that the tracking information was still saying PENDING, so I talked to someone on chat to see if I would be getting a new tracking number or if I should still use the old one. That's when they told me that my order had been lost and that I would have to wait another 2 to 3 weeks to get a replacement order. This company is SO disorganized and they won't contact you to let you know about delays or anything, and when you call up, every rep tells you something different. I'm going to be leaving the country for 2 months this weekend and I was hoping to have my aligners by then, but now I have to wait another 8 weeks. I'm starting to wonder if this place is a scam. This has been the most terrible experience I have ever had with a company.

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

Unfortunately, I canceled my order today for my wife. My wife was really looking forward to aligning her teeth with this product. I bought this for her as a Christmas gift and now we are in March 2019 and still have no product. Paid in full on January 5th of this year. It's too bad since I believe this could have been a good product, but we will never know. And the whole time being told that we would receive a tracking number the next day...they told me that on five different occasions. Well, now I wait to receive my money since I had already paid in full. They don't make people smile, they take your money and never provide a product/service.

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

I would not recommend this product. The product is poorly made. The customer service is nonexistent. I saw a slight improvement in the alignment of my teeth, however, nowhere near what was promised. The self-molding is not accurate, thus I had to go to an office. I have asked for a refund several times with no response. All I get are emails and phone calls asking for me to pay additional money for a retainer which was never discussed.

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

I was excited about finally moving forward with correcting my smile. I was told during the initial consultation that I was a candidate for their product. So I paid the $250 initially and then wait for my aligners. I followed the plan as prescribed 22 hours a day and all of that. I noticed as the months went by that I still had a gap, actually a bigger gap by my canine teeth on each side. I wrote to SmileDirect and was told to take pictures. So I did all of that and sent them in. Basically came back and told me yeah, they didn't want to close that because it could affect my bite. My aligners were made by SmileDirect knowing full well that this was the case, but instead of telling me that upfront, they basically made me discover it and then tell me they couldn't fix it.

They are offering me a partial refund and they are forgiving the remaining $1300 which does address the money I already spent and the time I have into this. On top of that, they have not informed Healthcare Finances (the company who handles the finance portion) about the cancellation, so I have been getting calls to find out why I'm not paying them. I have not seen the refund yet and I tracked the delivery of the aligners, so I know they have received them.

Bottom line is that I would not use this company or any company for that matter that you didn't have direct access to an orthodontist. There is a reason why this route is cheaper. I never saw or heard from anyone other than the SmileDirect team (not really sure what expertise they have, it appears none). I have never really been given any information from them that actually meant anything. They ask how can they help but that's about as far as customer service help goes. Customer Service is bad, product was bad for me, and trying to get back what they owe me is yet to be seen. I would say one size does not fit all. Go to a real orthodontist if you truly want your smile corrected. This short cut is no short cut. Especially if things go wrong.

I am planning on taking them to Small Claims court for a full refund if I don't see my partial refund in the next day or so. I just don't trust them from my current experience.

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

I'm unhappy with the results. I called customer service on numerous occasions, making them aware my teeth weren't tracking correctly. Each time, I was shrugged off. Finally, I was advised to go to a Smile kiosk. I did, and sure enough, they found no issue with my teeth. I finished the entire program, and I bought a retainer...to maintain my crooked teeth. Save money, and time, and go to an orthodontist.

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