SmileDirectClub

I requested my new aligner and they confirmed it on 11/12/19, they said wait three to four weeks and wear your last aligners until I get my new aligners. Now on 12/17/19, I contacted them because it’s been 5 weeks and they suddenly say they can’t even expect when they are able to ship my new aligners. Come on, they have never notified me until I call them and my last aligner is broken I don’t even know it is working anymore, what they say is go to CVS and buy a boil bite mouthguard, lol. Yes, this is how they treat their customers once we pay.

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

12/20 update. I still have not received my retainers.

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

SmileDirect is by far the rudest company I have ever had to deal with. They lack complete customer service, unless you think being called stupid is good customer service. They do not give you the detailed information needed and believe they do not make mistakes. I have had to call and call to get information needed and to order retainers when they’re supposed to be sent to me automatically. When they did send me my aligners they forgot a whole month and tried to charge me for it. I had considered doing another round with them but I will be taking my business elsewhere to Invisalign. I suggest others that are considering SmileDirect to not do it.

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

I did the treatment with SmileDirectClub with no problem. The problem is in the retainer. They don't know how to make a retainer to fit right. They already sent me 3 retainers, almost a year-long drama and none of the retainers fit. They are always smaller. What is the use to go through all the treatment and now with no retainer to stop my teeth from moving? I'll have to go to an orthodontic to make a retainer and spend more money on this than if I had gone to the right orthodontic office in the first time for the treatment and retainer. SmileDirect doesn't save you money, it is more trouble and aggravation. And the drama to make them understand that the retainer doesn't fit makes me regret having ever gone to SmileDirect. Avoid them if you hate drama.

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

My son was wearing retainers for 6 months and his teeth still weren't straight. They approved that he needed more retainers to wear. Now it is the fifth month that we are waiting for it. In the meantime, they lost the paperwork and they just keep promising next week. Absolutely not professional and you are just losing your time.

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

Went to the Virginia Beach SmilesDirectClub location for a consultation. I worked with Bianca and Jasmine, they were right on schedule, very friendly and answered all my questions. Thanks for making the process quick and easy!

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

Everything started out fine. Got my initial box back in February. Most of the aligners had rough edges which had to be filed down so that it would limit the buts inside my mouth. But being from Canada, they did not provide me with any file so I had to go buy my own. All was going well until close to the end of my initial plan. Most teeth were straightening out but some still needed some adjustments. So I went in for a secondary scan (July 11) to get more aligners made. Here's where it all went downhill. Didn't get an approval for new sets until July 23. The next set was taking a long time to arrive and I was wearing my last set from my initial order for a long time, so I decided to give them a call (August 27). Turns out, my order for the next set of aligners were canceled. And to make it worse, I was not notified at all. So if I didn't call, I would not have even known. For this mishap, they offered me a free set of retainers on my account. So they once again had to redo the order which would take an additional 4-5 weeks of waiting and wearing the same last set.

They finally arrived on September 24. Closer to the completion of that new set, I thought ahead and ordered my set of retainers (October 29) being that they would take 3-4 weeks. Trying to order my free set of retainers that were promised to me was another mission in itself. The reps online had NO CLUE about it on my account and kept telling me that I had to pay the $99 so I had to escalate the issue and finally got it resolved. So on November 18 I finished my second round of aligners but continued wearing them until my retainers arrive, which would have calculated to November 26 as the 4-week mark. Contacted them on November 21 for a status update as my upper liners cracked in half and no longer was wearable and the bottoms were starting to do the same. I couldn't use the previous upper set as those cracked as well. The only answer I got was that they can't provide a timeline. They didn't even bother to address my issue of the cracked liners.

Low and behold, November 26 comes around, still no retainers. Contacted them again on December 9 asking what the delay is and repeated my issue of the cracked liners and now being told to allow 5-6 weeks from the time of order to manufacture and ship out which would be December 10. Once again, no mention of any solution regarding my cracked liners. At this point, I have not been wearing anything at the top so they have been adjusting. Can you guess what happened on December 10? Same as always...NOTHING! No liners arrived. No FedEx ship notice...NOTHING. So I thought I'd give it a few days. Repeated the whole process of contacting them on December 12. Still no set date and no mention of any solution or help regarding the cracked liners. Tried the chat again on December 17 as there are still no retainers shipped out, same answer and again no mention or help for the cracked liners. So I sent an escalated email that same day and as of today (December 18), I have yet to receive any response. My bottom liners are on its last legs and will crack in half at any moment. By the time the retainers arrive, all my teeth would be shifted and then the retainers would no longer fit properly...so what then? TOTAL WASTE OF MONEY! And would have to start over and order more aligners?

Word of advice, bite the bullet and go through your dentist. If you have any issues or need replacements, at least you'd get help faster and I'm sure you wouldn't have to wait forever to get your next set of retainers. I regret not going to my dentist instead. But now I'm stuck paying for this service only to have my teeth slowly shift back because of all these delays. Which will end up resulting in me spending more money to get my teeth straight again. But this time, I'm going through a dentist.

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

I was supposed to get a 6-month treatment of aligners and was only sent 5 months of aligners. I called the company on November 10th and spoke with a representative. I was told that it was going to take 3 to 4 weeks for me to receive my final set. Here we are well over the time limit and still no aligners. I have called several times and have been told they are waiting for my aligners to be shipped out and l will be sent an email. This is very frustrating. I was supposed to be completed with my treatment on December 5, 2019. I was asked to be in a wedding in January. This is one of the reasons I wanted to be finished my treatment by then. I followed the instructions of wearing my aligners to the letter. But this company dropped the ball. They only thing I’m being told is that they are having problems with their shipment. I haven’t gotten a date when the order might be shipped out. I would never recommend this company to anyone. I should have read more reviews on this company. Very disappointing.

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

I stopped wearing my retainer this past summer, in May, and have seen some movement back to my old smile.

It was my fault to stop and so I’m back to having a new scan to get my refinement.

The staff was exceptionally friendly and professional.

No issues with anything at all.

Looking forward to the new aligners in a few months.

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

I started my treatment in May 2019 and finished in October 2019. My initial appointment/free scan at the office in Ajax, Ontario, Canada was awesome, very professional, informative and reassuring. My aligners shipped earlier than promised, they came with simple clear instructions, whitening treatments, and a few other goodies/surprises. The aligners were easy to use and no one at my workplace even noticed I was wearing them. Now that my treatment is complete, I am beyond happy with my results as they have exceeded my expectations both in terms of the results of my smile and the service I have received throughout the process. I wish to thank SmileDirectClub for providing this service and offering a payment plan, without it, I would not have been able to afford treatment. Thank you sincerely, Allison (my nickname at work is Smiley!).

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

I had such a great experience at the location I attended. The individual I was working with, Danna, was exceptional! I’ve never had such great customer service. I was walked through everything step-by-step and left with no questions due to the thorough explanation I was given. Would absolutely refer a friend! Don’t miss out on a great opportunity!

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