SmileDirectClub

SmileDirect is very accessible, I was able to book an appointment for the same day! I didn’t have to wait for an appointment in 1 or 2 weeks.

My appointment was with Katia to take initial photos and 3D images of my mouth as well as explaining to me the entire process with details. It was an amazing experience!

She was very knowledgeable and understood what was the result I wanted to achieve. She took the time to answer all my questions and made me feel very comfortable.

Thank you SmileDirect and thank you very much Katia for the amazing service!

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

I visited the Smile Shop today for an evaluation scan. Emily helped me out there. She was knowledgeable and thorough. Her friendly smile and attention to detail made the visit very smooth and pleasant. Thanks Emily!

Bottom Line: Yes, I would 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 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

They said they wanted to reach out to me in regards to this issue in a private message but when I responded, this is the worthless email I got back:

We are truly sorry about this delay and any inconveniences it may have caused you. There's a bit of a delay at our production team but we are looking forward to having all delayed orders shipped as soon as possible. You will be notified once the tracking number becomes available...

Never said a thing about my gum damage. Never said why my dental team will not respond. Just this generic garbage.

I don't need excuses.

I NEED WHAT I PAID FOR.

I TOOK BACK A STAR NOW, THEY ONLY GET 1.

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

Above all, the technology will leave you speechless. Very straightforward and very clear you're not being taken to the cleaners. Everything is simplified and the treatment will be easy to follow. Would highly recommend, can't wait to start the process.

Bottom Line: Yes, I would 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

If you have a purely cosmetic thing you would like to fix about your teeth, maybe this will work for you. Pay close attention to how they always refer to your teeth as your "smile" and talk about your "new smile," because that is secretly all they can fix, meaning in my experience, they will not do anything with your back teeth.

I was very clear in my in-person consultation that my main concern with my teeth was my crossbite on my BACK teeth, because it was causing pain and sensitivity on a few of my back teeth. I told this to the consultant and also wrote it in my assessment that it was my main problem I needed fixed. I then paid my $2000, with the understanding that it would be refunded if I was not approved for aligners based on my needs. But as you can see in my "smile plan," I was approved even though my needs were not met. The back teeth do not even move in the treatment plan, and also it looks like I would end up with an ugly open bite, seen in the 4th picture. I think it's pretty obvious that based on what I said in my appointment, I would be unhappy with this.

It took a lot of back and forth, with multiple emails (the last of which I never got a response to) and multiple phone calls to finally get a refund. SmileDirectClub clearly cares a lot about appearing to have great service (because they are always asking things like "how can I make you smile today?" etc.), but when I actually had a problem, their dental team told me "it looks like we have done a great job with your new smile" and did not offer any way of making the situation better or refunding my money. I understand that these type of aligners have their limits, but SmileDirectClub should not have approved me when they could not fix my teeth in the way I needed, and the Smile Shop employees should be more aware of those limits.

I am putting two stars instead of one, because I did eventually get my refund processed (although it will probably take the full 10 business days they quoted me), but be warned.

Bottom Line: No, I would not 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

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

I am very upset and disappointed. I am never late with my payments but still paying for something that I don’t have. I finished my 6 months treatment which was not satisfying since only the upper teeth straightened and the bottom did not. I was set for another 3 months' treatment. I have been waiting for new aligners for over 2 months already. According to the customer service reps, the aligners are ready but there’s nobody available to ship them to me. Yeah, it’s been over 2 months and my teeth moved because old aligners cracked already. How can I expect the new aligners fit if my teeth moved? It sucks that the company gets too many customers and cannot keep up with the supply. They get your money and you but cannot provide you with the product. I want my money back. That’s ridiculous! I will be leaving more negative reviews on other sources because nobody even can tell me what's going, only asking me to wait. Wait? For how many more years?

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