SmileDirectClub

I am giving it 2 stars, here is why:

They have nice people in their office in Dallas, super friendly!

I started my "Smile journey" on Mach 2018, I was told it will be a 5-month plan, guess what, I am still wearing them. It was 60% effective so I did re-evaluation to get me desired smile. So far I did 4 re-evaluations, after each evaluation I was told that it will take 2-3 weeks to receive my new aligners but in reality, it took 6 weeks! So I had to wear the last set of my aligners for 8 weeks!

Right now I've been wearing my currents aligners since March 22nd, did my re-evaluation on March 30th, and still waiting for my new aligners!

Their customer service is very bad, they are very good with their new customers, but the current ones should wait forever!

Oh but good thing is they are super on time to charge your account every month!

If I could turn back time I would've never started my "Smile Journey" with SmileDirectClub.

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

As of today, which should have been my first day without requiring liners and the completion of my 5-month process...

I did get the liners from month 4-week one, but I'm still waiting for the second set that was wrong from month 5.

They are more than happy to reach out and ask what they can do to help, as long as it doesnt involve providing you a date that they will fix their mistakes.

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

My experience with SmileDirectClub went from bad to worse. As indicated in the original review, the reevaluation wait period for my new set of aligners took five weeks which meant mid-treatment I was in the same aligner (to be worn for one week) for seven weeks while waiting. When I got my new set of aligners my old plan disappeared and I was given a new two-month smile plan. I wonder if this amounts to distorted data on what their average plan length is. My original smile plan was to be five months but ended up being eight months and one week.

When I got my reevaluation two-month set of aligners, I ordered my retainer online to be worn once my treatment would be completed. After I ordered a pop-up window came up and indicated SmileDirect would be charging my current credit card on file and I clicked okay. After ten days I noticed there was nothing on the website account about the retainers ordered and my card had not been charged. I called SmileDirect and was told there was no record of my order for retainers. That was frustrating but there was still time for my retainers to be delivered prior to my treatment end because the website said retainers are received in 3-4 weeks and my treatment was to end in 4.5 weeks.

The end of my treatment came and no retainers were sent and after many calls, I still have not received my retainers after 9.5 weeks from my order, yes 9.5 weeks and still counting. Every time I call or chat online I get an excuse and apology but absolutely no action. After six weeks I was told I would get a credit for the cost of the retainers. When I called 10 days later and asked for the current status of the retainer I also asked about the refund. First, I was told there was no record of the refund, then I was told that there was a note of it but it had never been processed. I did eventually get the refund but I don’t trust that I will ever get the retainers. Although my teeth are much improved they are slightly off the final presentation of my smile plan at the end. Since I wore my last aligner set for four weeks instead of two (to serve as the retainer I did not receive), and I wear them every night, my plan obviously did not get me quite to the finish line even after a reevaluation. It was close.

The scripted phone customer service phrases and lines from SmileDirect customer service might be okay if you are hearing them once or twice during your plan, but when there are problems and you are calling several times over several weeks the empty platitudes are almost unnerving. I don’t want to be asked how my day is going or how the representative can make me smile - I want real action and the problem to be solved, but instead, I get the same script.

To the consumer - don’t be naïve about the many positive reviews of the initial consultation process. Mine, too, was a very positive experience and of course, SmileDirect knows to do that to get you to enroll and pay. The true measure of a company, though, is how they treat you and follow through once they have your money. Also, the responses from SmileDirect to negative reviews on this site, in my opinion, gives the false impression that SmileDirect is intervening to solve the problem. I had several interactions with the follow up to my review and I can say in my case there was absolutely nothing done to problem solve.

I do believe the use of aligners for teeth straightening is a good way to improve your smile. I just cannot recommend this company. I have heard there are hybrid start-ups of online aligners paired with orthodontist visits at a lesser price than the typical Invisalign. This might be interesting to research. After my experience with SmileDirect, I definitely would have opted to pay more money for better quality service with a different company or orthodontist.

I have read many reviews of similar experiences to mine with SmileDirectClub. In my opinion, SmileDirect needs sanctioning from a business regulatory agency or a class action suit to get them to change.

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

I had amazing results with SmileDirect. After being quoted over $5000 for Invisalign, I thought I was never going to have straight teeth. But then came SmileDirect. It was the best decision I ever made. In only seven months my teeth are straight and white; it's like a dream.

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

Hi. I ordered the SmileDirectClub impression kit, I did the impressions, sent them in, took the pictures, uploaded the pictures, and they told me I was a candidate. Then they received my impression and told me they are getting my smile plan ready and it would take 2 weeks. I was so excited. I waited 2 weeks, and then they say I’m not eligible. I am so dissatisfied and disappointed I wasted time and money, and they got my hopes up for a total let down. Don't waste your time on SmileDirectClub.

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

If I could rate it with zero stars, that's how I would rate them.

Initial treatment was four months. Then I did a refinement for another three months. Teeth are still not aligned even after refinement.

I reached out regarding another refinement, and they wanted me to pay extra for this second refinement.

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

I have been in been treatment since 2015 at Smile Direct Club/Smile Shop (they change their name often, they used to be Smile Care Club) located in Nashville, Tennessee. I've been in treatment for three years. I've been wearing the same aligner for ONE YEAR. These aligners are failing apart. My teeth will soon be reverting back to their former state. I cannot imagine the permanent damage this will do to the structural integrity of my teeth and jaw.

I finally received assistance in December 2017 and they agreed to provide me with a refinement kit. I gave them the kit back promptly. It's now been five months after getting run-around and I still do not have the new aligners.

When calling, I get hung up on, and emails go unanswered.

BUYER BEWARE. When you pay upfront, they will take your money and leave you by the wayside, in the middle of treatment, with no recourse. This is a part of my body they promised "care" for. Something that I have to live with daily.

Disclaimer: Please READ your contract! They now reserve the right to stop treatment at any time and just refer your to Invisalign! They will take your money and then not send you the orthodontics you need!

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

I did this to solve some simple alignment, no bite issues. I finished with severe bite issues (more than half of teeth don’t touch). They said nothing to do and buy retainers and talk to a dentist to have teeth shaved down. I would not recommend and wish we had never done this.

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

This bad review is absolutely necessary. Trusting SmileDirectClub was the biggest regret. Within FIVE MONTHS, I’ve only used FOUR aligners because it was not working for my teeth. I have crowded teeth at the bottom but I was only given 14 aligners and never opened the 10 remaining. I was told I would be refunded back the amount of the unused/unopened aligners. Although I’ve only used FOUR aligners, I’ve spent $712 within that time frame. They only refunded me back $96.12.

One of their specialists emailed me (which I showed them proof of) that the cost per aligner was around $96, then when I told them they owed me more money they said it was a “typo” on her end and she meant to put the cost per aligner is $155. They don’t tell you this though. Not only that, when I first used them, I lost my card and had to use my (then) boyfriend’s card to make my transactions.

After the SECOND transaction, I asked them to take the card off my account and never charge it again. They agreed to do so. Ever since December-April I've been using MY card. Well, for some odd reason, they found the need to give the refund to my ex-boyfriend’s card. I explained to them what happened and let them know that because of abusive reasons, by law I’m not allowed to even talk to my ex-boyfriend and he’s not allowed to talk to me (he’s the one that abused me), and they said "they understand, but there’s nothing they can do."

I asked the manager if I can be directed to the fraud department and she said they didn’t have one and there was nothing I can do and it’s not fraud since I used the card before (November 2017). Keep in mind, I’ve been using my card since December 2017-April 2018. So I spent $712 on FOUR aligners that didn’t even do anything for my teeth and was refunded only $96.12 that I didn’t even receive.

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

I would not recommend Smile Direct Club to my worst enemy. During my first visit, I made it known my concerns with my bite and slight spacing/crowding issues, for which the lady doing my scan stated is something they see all the time and that it should be easily addressable. Leaving the office, I get a call because what I thought was a brochure she was giving me was actually the paperwork she needed me to sign and send her picture so that she doesn’t get in trouble (not the most professional).

From the beginning there were signs that I wish I would have paid attention to. Fast forward about 12 days from my first scan, I get my treatment plan and 30 days from my scan I get notification that my aligners are on their way to my house.

At I review of the 3D scan of my plan, I noticed no difference in my smile, specifically my bite and spacing, so I immediately contact a rep via their chat option to inform them of my concerns. The customer service rep just tells me to go through with my plan as it would be best to complete it and then revisit the concerns afterwards being they’ve already sent the aligners on their way. If they truly wanted to provide excellent service I wouldn’t have been told to just go through the plan anyway…the concerns I had would have actually been given some attention by smile direct club. They neglected to do that and as time went on, it got worse.

I wore the aligners religiously 23 hours a day only taking them out to brush and eat. Some of them weren’t cut properly causing bruising on my gums (I can understand that this may be a possibility), but after four days they also all seemed to rip. I complete my treatment and as originally suspected, my concerns were still evident with no change in my bite and spacing...the same concerns that were "easily addressable."

To correct the issue I had to go in for another scan which leads to a second treatment plan for two additional months. This second scan happened on March 14th, now over thirty days later, no aligners and horrible/nonexistent communication from Smile Direct Club.

I've since made an appointment to speak to a real orthodontist as you do not get proper care from Smile Direct Club, you do not get follow-ups from an actual license orthodontist, not even a phone call before or after treatment. They tell you someone will call you and that doesn't happen and soon after they ignore your emails altogether. You call and ask to speak to a manager and no one is available or the phone magically disconnects.

On top of that, you get different stories depending on who you talk to. It is my opinion that there are no true medical professionals running this place and is just "customer service" agents acting as subject matter experts. As I look back on all that has transpired with Smile Direct Club, I've determined that they will tell you "you are a good candidate" to simply get your money when in actuality, they cannot address your concerns. Save yourself the trouble, wasted money and headache and go to an actual orthodontist that can provide you with true candid advice and legitimate orthodontia services. Smile Direct Club is a scam! Run!

They cannot guarantee results as no professional can, but they do not even address the concerns you have but still expect to be paid in full. I was able to visit a true orthodontist and received a list of areas of treatment. A number of issues on this list was shared with Smile Direct Club before I even agreed to participate in their plan and not once did they say, "you aren’t a good candidate for Smile Direct Club because we cannot address the overbite and spacing/crowding issue." Secondly, after wearing Smile Direct Club for four months, there is absolutely no change in my teeth, and I still have a list of areas of improvement as long as the one I received from my ortho. Please, please, please save your money!

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

Pricing seems okay, but don’t expect any customer service. I won’t get their aligners based on my SmileShop experience alone. Even though I made an appointment, checked in, and spoke with two associates, I waited 50 minutes for the scan. Someone who arrived 20 minutes after me was seen first.

Oh, and if you do make a SmileShop appointment, you might be pressured to provide credit card info during booking or scanning - I just ignored this, and the "requirement" was magically waived.

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