I am very upset. When I received my order, I was told this would take about 5.5 months, unfortunately, SmileDirect did not include enough liners to actually straighten my teeth. I called, they said they would be happy to provide me with additional aligners, I would need to come in for a new scan. This is a bit of a drag given the office is a 4-hour drive, one way from my house, but I wanted to complete the process. I received my new aligners, 4 weeks later. So my progress is stalled 4 weeks and I am wearing these aligners now for 6 weeks.
After sleeping in them for 6 weeks and soaking them in hydrogen peroxide during the day, they are a bit gross. I received the new aligners and everything is great for the first month but when I opened month 2, they are distorted. So are the following week. I call "customer service" and speak to several "customer service" representatives. They make me take photos of my teeth, even after explaining over and over and over and over to several reps, it's not me teeth, the aligners are deformed, manufactured incorrectly, I am at a serious loss of how to explain that they are defective and all I want is the aligners reprinted. It must take about 5 mins to reproduce these.
Finally I speak to someone that gets what I am saying and agrees to reprint the weeks I am asking for and send them in 2 weeks. I am happy with this and so appreciative of the fact that someone finally gets what I am saying. It is now 19 days later, no aligners. I have called and I need to verify everything from email, phone number, date of birth, my entire situation all over again just to speak to someone that can actually solve the problem.
I am so fed up that I would not recommend doing this. Go to the dentist, you can call them, you can go see them, they have actual knowledge about teeth! These are just young kids that don't know anything about dentistry, and definitely nothing about solving problems. They were actually telling me that I need to get another scan! 8 hour drive because they manufactured 2 weeks of aligners incorrectly! WHAT? A supervisor was supposed to call me back today, nothing. Absolutely nothing. This stock valuation is going to go into the negative numbers with this kind of problem solving. This is lip service not customer service, there is no problem solving, there is no listening, there is a script they must follow and if you are unwilling to spend hours repeating yourself they will respond to you. Don't do it. Go to your dentist.
Bottom Line: No, I would not recommend this to a friend
Company Response from Smile Direct Club
Oct 14, 2019
Hi Michelle, thanks for taking the time to leave us a review. All customers are provided with aligners that match their treatment plan. Since every customer is unique, we cannot guarantee that teeth will track exactly as predicted. Because of this, we offer re-evaluations at no cost to the customer to help get them that end result. While a scan is preferred to make new aligners, customers can also order an Impression Kit to take the impressions themselves. We take privacy incredibly seriously, so customers will always need to be verified before we can discuss any information. We want to provide quick resolutions and get replacements out within 10-14 business days, so we're disappointed to hear this. I'm reaching out to you privately to see how we can help. Best, Madison.
