SmileDirectClub

My experience started when a Smile Bus came to our area and I decided to give it a try. First, the Smile Bus experience was fantastic, upon leaving the Smile Bus I was super glad that I had kept my appointment. I received my box of aligners in a short amount of time, set up my online account where I could view the 3D image of what my smile would look like. I especially loved how they would text me every week to remind me to change out my aligner and when to send in pictures of my progress. That small detail helped me stay on track! Each time I changed my aligners I compared it to the 3D image online and it matched up perfectly. The few times I had to contact customer service with a question or in need of replacement accessories such as the hook to pull the aligners out or a new storage box (or when I accidentally threw out an aligner in the trash), it was shipped to me immediately and I had it quickly. I also found that the stickers placed in the box to remind me of certain milestones such as when it was time to order my aligner retainers helped to keep me on track as well. I just finished my treatment plan and am now wearing my retainers. My experience has been a great one with this company.

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

I have used and worn the aligners every day since they arrived. It has been over 5 months and I have not missed a single day. In addition to that, I have worn the aligners for roughly 22 hours a day, only taking them out to eat and brush my teeth. They say I am almost complete with the full set. My bottom teeth are still crooked, and I still have an overlapping tooth on the top. The aligners simply stretch out and after the first day of wearing them, they no longer move the teeth. All the new sets I put in now have pockets in them since they do not come close to actually fitting my teeth. I have emailed SmileDirect no less than 8 times complaining about this and they have simply said someone will get back to me - which no one has. I started complaining about this problem over a month ago. I guess they don't want to deal with it. Do NOT waste your money!

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

I have only had my aligners for a week, so no idea if they are going to be effective or not. I will say they fit my teeth perfectly, which I was pretty impressed with. However, their customer service is atrocious. I knew I could not wear aligners for 22 hours a day, so had held off on getting aligners. But when they came out with the nighttime plan, I was sold. I went into a store to have a scan done and the lady there told me that the aligners are actually the same - the only difference is how long you have to wear them. I ordered the nighttime version, but when they arrived, the instructions were clearly for 22 hours/day wear. I immediately contacted their so-called customer service and was very snippily told that since I was "in treatment" I "would wear the daytime aligners" and she refused to give me the timing instructions to wear them nighttime only. I emailed back and still, a week later, have not had a response. Joan P and Jefferson R also refused to send me a copy of the invoice, so I could submit it to my FSA provider.

Rather than fight with these idiots, I am trying to wear the aligners during the day, but right now the side of my tongue is so sore that I can't even eat. Very dissatisfied. I would strongly recommend going with a different company.

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

The team at SmileDirectClub was great. I went in to their office for my initial scan and I received my aligners relatively quickly. The first month was excellent. I wore my aligners diligently as instructed. I have been self-conscious of two visibly crooked teeth my entire life. I was so happy that within months I would be free of this problem! However, in month two, my first set of top row aligners did not fit correctly. They were very loose and there was quite a bit of extra aligner that my teeth did not fill out. I assumed that perhaps this may have been a one-off, but long story short, my top aligners never fit properly throughout the next 5 months. As there was no pressure applied on my top teeth, they did not really undergo any change.

Upon completing my 6-month treatment plan I replied to my final checkup email with photos of how poorly my top aligners "fit" throughout my treatment and of course with photos of my unchanged crooked teeth. I believe that was about a month ago and I have received no reply from SmileDirect. I would have been happy to pay for adjusted trays and then continue to pay for the retainers, but responding to a customer email seems to be way too much to ask of SDC. While it is considerably cheaper than Invisalign, the old adage of "you get what you pay for" rings true here. I will say that my bottom aligners fit consistently and I did see them shift as prescribed. Unfortunately, my bottom (already straight) teeth were not the reason I joined SDC. I'm now beginning the process again with reputable professionals capable of delivering on the services they promise to deliver. My experience with SDC feels like a disappointing cash grab.

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

As a 47-year-old, I was not very happy with my smile. I had braces as a kid and of course, no one really reinforced that you need to wear an aligner for the remainder of your life. I was not really up to dealing with braces again and the cost of Invisalign was as much if not more than braces.

I had been seeing several versions of these removable aligners and started doing some research. I had read reviews, looked at deals come and go, and talked to my dentist who was against using these types of aligners.

After much deliberation and just not being happy with my smile, I finally decided to give SDC a shot. The reviews were about 50/50. People seemed to love it or hate it but I figured I didn’t need much movement so took the risk.

I set up my appointment online, which was easy. I made my way over to a smile shop to have my scan completed. I didn’t really have many questions and I thought I had done enough of my homework. A couple of weeks later my box showed up with my aligners for a 5-week treatment. In my head, I didn’t think that was going to be long enough but popped in the first set and off I went.

By mid-phase, I really didn’t think I was getting enough movement to be done in 5 weeks. I had sent over some comments to the SMD team who responded back and assured me that if I was not satisfied at the end of the treatment I could schedule another scan and receive additional aligners.

I rode out the treatment and was actually surprised by the result. I think I could probably use a little more treatment but my wife was happy with the result so I decided to order my retainer.

The positives:

I don’t mind smiling for the camera anymore. Actually I make a point of smiling. The aligners were relatively painless compared to what I remember from having braces. No bleeding lips, gums, cheeks, etc. I could eat whatever I wanted when I wanted. The aligners were easy to clean. The aligners were durable. I am a night grinder and these held up well. The whitening application is a plus. I haven’t used it yet but will soon. For me, the cost associated with the treatment I received was comparative. Communication online was quick via Messenger.

The could be better:

I think overall, SDC needs to be honest with its customers. The selling point made it these aligners will straighten your teeth and a substantial amount less than braces. What is not clearly stated in the advert is that the aligners only focus on the front 6 teeth. These are not truly comparable to braces and, although fine for me, I would not recommend this service to someone that has serious misalignment issues, bite issues, jaw issues, etc. The other thing I think needs to be improved is the SDC’s alignment with appropriate dental providers. General dentists are NOT orthodontists and should not be consulted for the alignment of teeth. I didn’t like the fact that my "dental expert" was a general dentist. I also did not like the fact that I was misled into thinking I was going to have a video conference after 90 days to have a discussion with my dental expert to discuss my concerns and progress. Instead, I had to contact SDC multiple times because I was due for my check-in and never received a reminder, notification, etc. After several messages, I was told that a reminder and link were sent to my email, of which I never received. A second attempt was made, also not received. I was then asked to submit pictures and comments and just received back a note saying that the dental experts review my case and to keep progressing. Lastly, when I did order my retainers, I waited over month with no notification of shipment. When I contacted SMD, I received an apology and a refund but was unable to be given a solid delivery date. I finally did receive my retainers and I am slightly disappointed in the quality of the retainer. It is made of a more lightweight material, similar to SDC's week 1/week 2 aligners. It would be better if they were made of the thicker materials like that in their week 3/4 aligners. I am actually still using my last aligner as my retainer and will keep the new one as a backup.

So, all in all, I am good with the result and that’s most important. The online communication was good, needs a little improvement. Quality of service I think is where SDC needs to focus their attention - be honest with their clients, utilize the correct professional staffing and have better oversight of the supply chain.

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

Visited the Smile shop mid-August 2019. For some reason, my order was placed 7 days after my visit. So August 27 my order was received for processing. I received an email about that in September. I have had no email update since September 26 when the aligners were "getting a haircut". I called customer service late October although they were very polite they could not provide an update as to when my order will be received. I'm paying for my order that I don't yet have and on top of that will not be home to receive them as I am now traveling for work

Soooooo disappointed.

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

Met with Desireé and the experience was great.

She helped me understand the process and the outcome that is expected of the product. Answered every question I had and made me feel confident in the process. Thank you.

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

Unfortunately, I had to change my rating as I was not able to delete the initial rating.

I ordered my aligners and was excited to receive them a few weeks later. Upon arrival, I checked the packaging and noticed that the bottom aligner was missing from one of the packets. September 17: Immediately, I contacted the company and was assured that I would receive the aligner within 14 days. After the 14 days, there was no sign of the aligners, I called the company and they stated they are having issues with the manufacturer. However, I was again told I would get the aligners in ANOTHER two weeks. Of course, that time passes and I called the company again and no one could tell me when the aligners would come. On this call, I explained how I was not satisfied and would be canceling and returning everything. The representative apologized and offered me $100 off - meanwhile, the separate finance company still charged me $82 that month for the aligners. So, at this time, I am paying for something that I am NOT using or benefiting from. On October 30th, I contact the company and AGAIN explained my dissatisfaction for the lack of product and lies that I was told about the status of the aligners. AGAIN I explained that I wanted a refund and expected a call back as I was told on the last call that I would be contacted by a rep to explain the process within 3 days. This was day 4. This rep then said it would take 3-5 days for someone to call me. Today is day 6 and NO phone call!

Again, I am disappointed and do NOT recommend SmileDirect. There are several competitors who you should seek out, if not go to a local Orthodontist.

Upset and HIGHLY disappointed.

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

The people at SmileDirect do not give you all of the information when it comes to when your payment comes out. I asked the day of my appointment to cancel my account because I was unable to afford the aligners, two days later I received an email stating that my aligners were on there way and that my bank account had already been charged $250. Mind you, my account should have already been canceled and I did not give my consent for this to happen. When I called to find out what happened I was told "sorry the person who was supposed to cancel my account did not do so and that my refund would take 2 to 10 business days". Oh gee, thanks, now I have to wait hopefully not up to 10 days to get back money that should have never been taken out of my account in the first place. Do not trust SmileDirect. They definitely do not care.

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

SmileDirect deleted my treatment plan, and has not restored it to allow me to see what they are doing to my teeth.

I've contacted several customer representatives and brought to the attention my treatment plan on my account has been deleted and I am unable to access it and see how my teeth are shifting and progressing. I have reached out to numerous representatives at SmileDirect for months starting at around March 2018 of last year. Whenever I reach out to a representative whether that be via phone or email they give me the same cookie-cutter response, "we submitted your request to our specialized team, and your problem should be fixed within 3-5 days." The problem is never fixed within the amount of time they say it will be fixed, no one follows up or cares to see if my issue has been addressed. Whenever I reach out to notify them I am still experiencing the issue they give me the same cookie-cutter response. I have been going through a cycle contacting this company because they deleted my 3D treatment plan and refuse to place it back up. Customers hugely rely on the 3D treatment service to track how their teeth our shifting. I can't see how my end result will look, even though I am paying for it.

Greatly displeased with the horrible customer service and shady practices of SmileDirect. I am unsure as to why my treatment plan was deleted in the first place, I have gotten dozens of shady answers, and my issue still remains unresolved. At this point, I am beyond frustrated as this company has caused me a lot of emotional distressed. I would not recommend this company to an actual orthodontist.

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

I went in for my 5:30pm consultation today. The check-in process was really speedy and efficient, everyone was really accommodating. I arrived a little early to my appointment, still they made time to see me before my actual scheduled time. I believe the boss of the office came out and set me up. Right away I was able to be seated in the back waiting area. I met with Jackie for my consultation. She was so friendly; really was interested in some of my personal life and made me feel very comfortable. Only took about 20-30 minutes to scan and inform me about the products. Overall I’d say this experience was really informative and pleasant. 10/10. The payment plan they have in place makes it all the better.

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