SmileDirectClub

Worst customer service. I finished my 5 months of aligners and my teeth were still not where they should be. My dentist is even talking about putting me in braces again which I already had as a teen. I sent in all the information for the reevaluation and a week later they still have not been able to finish my evaluation, I have called customer service and was put on hold for 10 minutes only to be hung up on. I called back and am still left on hold.

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

The service is great! I went back three times to get things "tweaked" - they always helped me out. No charge after the initial visit. Just went today and saw Amy in Milwaukee and she was excellent. Great company. Great people. Totally satisfied.

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

Changed my recommendation to a no because I'm trying to get my retainers and twice I ordered them online and they never went through so I had to call and order them. Then I get an email saying I'll get my retainers in 2-3 weeks but now it's been a month and still nothing. I contacted them and they say they sent a request to see where my order is but it's going to take 3-5 business days just to get a response. Are you kidding me? My aligners they tell you to keep wearing until you get your retainers are again breaking! I don't know what happened to this company because everything seemed to be going smoothly at first but not anymore, this is ridiculous. Try another invisible aligner service because they don't know what they're doing here.

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

Wonderful staff! Very thorough and efficient. Traditional teeth straightening treatments are costly and SmileDirect keeps it affordable for all who want a more beautiful smile! Thanks SmileDirect!

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

I was very excited to try the SmileDirectClub aligners and had 5 months plan at first. Almost at the end of the 5th month, there wasn’t any improvement. The gaps weren’t fixed and I noticed that food gets stuck more on a part of my teeth which never happened before I used the aligners. So I went again for reevaluation. It was approved for another 2-month plan but the projected result is ridiculous! Their projected smile plan actually will give me an open bite and increased overbite! And they told me that that is the best plan they have for me! It made me feel like I wasted 5 precious months! I requested a cancellation and refund because they actually made my smile worse! Now, they kept on dodging me! I always follow up and no one has reached back to me yet! I am very frustrated. Do not use SmileDirectClub! I will update this review once they get back to me.

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

This would be my 2nd (and hopefully last) visit to this SmileShop, and the experience was just as informative, quick and painless as the first visit. Unfortunately, I chipped a small portion of my tooth after I had already taken a 3D scan of my teeth and ordered the first set of aligners. So, I just had hoped that it wouldn’t have been too detrimental to the progress of my treatment plan and decided to wait until the end to give myself the benefit of the doubt, but on the contrary to what I had anticipated, the extent of the chipping of my tooth did, in fact, contribute to not receiving the best possible outcome of the perfect smile I wanted. Despite this unfortunate occurrence, SmileDirectClub and it’s amazing staff were able to get me an appointment the same day and get my new 3D scans updated so I could get the correct/most effective aligners that would perfectly fit my teeth. I cannot be anymore appreciative of these amazing women and their genuine interest in my concerns. More specifically, they not only valued my opinion(s) of how I perceived my progress to be at the end, but they also shared my same objective of wanting my end result to be one that I could be proud and happy of. If I could give them each 5/5 stars I definitely would. So this review will have to serve that purpose. Thanks again, Melinda, for your expertise in my very first assessment over 6 months ago and initially making me comfortable with this process. A special shout out to Monique for getting me in the same exact day as I called (within an hour) and being readily available to get me back on the right track to a beautiful and happy smile. Also, thank you for being so supportive and encouraging...it’s hard to come across people at their place of business who seem to express total genuine interest in what customers have to say.

Last but certainly not least, I would like to say a BIG thank you and give an honorable mention to, Emily, thanks for coming in and retouching my scans so that my newest l set of aligners we’re on point (or shall I say aligned) with my goal of achieving the most perfect/straight teeth that any gay (yeah I meant to say this) could dream of. Thank you again, SmileDirectClub, for your incredible product. There is no question as to why you’re arguably the best alternative to braces on the market. You definitely make me smile!

Best regards from one truly happy member of the club.

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

After leaving my initial review a representative reached out to me and incentivized me to go in for a rescan of my teeth and purchase aligners from SmileDirectClub.

I went in got rescanned told the staff I was not going to purchase until seeing the 3D modeled projection of my treatment plan. I was happy with it as it addressed all the issues I have with my teeth and went ahead and purchased the aligners.

I received my aligners in a timely fashion - I think about 10 business days. I opened my first pack of aligners and the top aligners was bent at about a 90° angle (see attached picture). I immediately reached out to customer support and was told to send them photos before the could address my issue - fine. I sent the photos and received a generic response saying my replacement would be processed.

The support did an absolutely terrible job addressing the details in my email such as - what if other aligners in my package have a "manufacturing defect" like the very first one I had taken out of the package. I was told to continue using my current aligner until the new ones had been received - even though I told the staff this was my first one. Luckily I hadn’t started because it has now been nearly 4 weeks and I have still not received my replacement and the aligners are not designed to hold up for that length of time.

Over the course of the four weeks I have sent multiple emails requesting an update on my order and keep getting a generic response where the support staff member does nothing other than give me the same quoted response from the below email chain and does not address a single issue I brought up in the email.

At this point in time I would not recommend SmileDirectClub to anyone and wish I would’ve went with a competitor. With the lack of attention to detail each individual I have spoken to has - I’m not even sure if my replacement is in the works as nobody has looked into the issue at hand and just sent a generic quoted wait time which has now been long exceeded.

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

Was very impressed with Vanessa and Brittany who helped me with my first appointment. They were very professional and did an awesome job explaining everything to me.

Very happy and excited to start using the clear braces.

Thank you.

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

As anyone can see the response from SmileDirectClub below. I left my email for "Thom" below to discuss this issue. Never contacted me. HERE is the problem. DON'T verbally tell someone on the phone that you will refund them (3 different service reps) when you won’t! I would remove the one-star now since they never wanted to discuss this. Be careful and choose a different teeth alignment service.

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

I've wasted six months now trying to straighten one single tooth and it's been an extremely painful and unrewarding six months. It took me almost two months to get another set of liners after the 1st three months was up. It's only made my teeth more week and my dentist has said it has severely loosened them from trying to align their position too quickly. And again, IT DIDN'T EVEN WORK! My teeth are STILL CROOKED! The biggest waste of $1800 and six months ever.

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

I had an amazing experience in the Smile Bus in Killeen, Texas today! Lisa and Lacey were very friendly and provided me with great information. I was nervous when I first arrived but they made me feel so comfortable. I’m so satisfied with how the appointment went, I’m sitting in my car next to the Smile Bus writing this review. I couldn’t wait! And I can’t wait to start this journey. Thanks ladies!

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