SmileDirectClub

When going to one of the locations, they were so happy to see me, pleasant, fast, and very understanding of the product and so forth. Very professional, discuss and break it down to your upcoming 6 months change, and if anything happens what to do and just a very good experience, hope to see what the next 6 months will bring. Never got any braces or anything, it’s a fresh new start and as a visit to the office very pleasant and worth doing. Can’t wait.

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

The process to get started is very easy.

I did show up to the first appointment and noticed they were triple booked so I rescheduled my appt. Next visit was easy and the staff was friendly. There have been more than a few things I was not pleased with.

I wanted to try them out to see if this would be a good option for my daughter but have decided not to use SmileDirect for her. The aligners were put in backwards in my box so the first ones I put on were the last ones and very painful. The box was very specific not to remove more than one set of trays at a time so after I figured out it was backwards and I had to take them all out.

When I lost a pair a couple of days before I had to switch them they said I couldn't go on to the next set but rather would have to order new ones for $100.

Many of the aligners are sharp and they cut your mouth making it hard to wear the 20-22 hours recommended. I noticed a video on YouTube of someone shaving them down. For the price, I think they should be free of sharp edges that would cut your mouth and be sterile when they are bagged.

I have had a couple of billing issues. On the first payment, my card was verified in person but still charged to the wrong card. Later I updated an expired card and they used it once but didn't save the information so they just started pulling it from another card without notifying me.

Lastly, the retainer should be included in the price.

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

Ordered on April 7th, still no aligners. They promise and advertise a delivery time of 4-5 weeks after the order is placed (according to the website, but email confirmation of order said 3-4 weeks). Company has awful customer service. Can’t provide products in promised advertised time frame. Can’t even tell me why I haven’t received them, where they are in production or how soon they will ship. Only thing I am told is “we have escalated your case and you will hear from us in 3-5 business days”. No one ever calls. I canceled today. Waiting for my money back. This company is borderline fraudulent! I see a future of lawsuits coming their way!

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

I had an appointment for my 3D scan. Their office set up is very nice and comfy. I could tell they're conscious of not making anyone wait around. When I met them, I could tell they talk with their smiles and their smiles are beautiful. I met Jonathan and Julie. Both were very pleasant, but Jonathan was the one who really went through every step with me. The attention is awesome and the 3D scanning is awesome as well. I don't like to show my teeth close-up to anyone, but they're really good at warming you up, lol.

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

My "journey" (as SmileDirectClub likes to call it) started out positively. After seeing their TV commercials for some time, I decided to check them out and made an appointment at a local Club to have my scan done. My bottom front teeth have been crooked since I was a kid, and I have developed a gap in the front on top.

The first thing I noticed when I walked into the office was that there was only one person, and no diplomas or certificates on the walls to indicate that anyone there was certified to do what they do. So my first question was "Is there an actual orthodontist somewhere in the background?" I was assured there was. The girl doing the scan assured me that she was a dental hygienist as well. I was skeptical, but went ahead with the scan. I don't know what her skill as a hygienist is, but I'll tell you one thing - she was a heck of a salesperson.

I paid the $1850 and went home excited to get started. My aligners arrived in a couple of weeks, and I began wearing them, I figured there would be a period of having to get used to having them in my mouth, kind of like breaking in a new pair of shoes. My gums, tongue, and especially the roof of my mouth (which felt like it was burned by hot pizza) were irritated by them, but I toughed it out. By the time I put the third set of aligners in, my mouth was so sore, I couldn't continue to wear them, I had to leave them out for a while for the sore spots to heal. It had become very uncomfortable to eat or to brush my teeth. A spot on my lower gums was rubbed so raw by these things that it took 3 weeks of rinsing with salt water for it to feel better.

I contacted SmileDirectClub and told them about the issues I was having. They agreed to send me a complete new set of aligners, starting at week one, and they credited me $200. Again, it took a couple of weeks for the new box to arrive. I was hesitant to put them in my mouth after the experience with the first aligners, so I waited a week before I even opened the box. I finally decided to give it another go and put the first set of aligners in late one night just before going to bed. After about twelve hours of having them in my mouth (including taking them out twice to eat), I couldn't stand it anymore. Once again, the roof of my mouth was so sore, again making it hard to eat and brush. I got in touch with SmileDirect for a second time to let them know I was having the same problems all over again, that the second set hadn't been made any better than the first ones, and that after two failed attempts, that I wanted my money back.

Both times, I was urged to file down any rough/sharp edges or use dental wax to pad the rough spots. I realize that $1850 might not be a lot of money to some people, but for me, it's a big chunk of change, and I don't feel that I should have to modify these aligners to get them to fit better - I should get smooth, comfortable aligners that fit without creating sore spots in my mouth.

They requested photos of my teeth and mouth both with the aligners in and without them, and other info in order to process my cancellation. I asked them why it is that there isn't a resource for people who are having problems with these things, why there isn't an actual doctor that I could go into an actual office to see, but I didn't get a response to that.

I've read reviews from others about poor customer service, and I would agree with that to some extent. The biggest problem I see, however, is the completely online process that has no backup plan to address issues. And the fact that they will do or say anything to get someone to remain a customer.

All in all, I would say that if you're thinking about straightening your teeth with this method, stay away from SmileDirectClub. You get what you pay for.

I think getting my money back will be a fight, but I'm ready to take them to small claims court if I have to, and definitely will file a claim with the BBB.

Good luck!

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

Let me start by saying that I initially had a very positive experience. My scan was easy, aligners came almost exactly when promised, and I started treatment. I was amazed at how effective it was, my teeth were straighter and my gaps started to close in an amazingly short period of time. All went as promised...until I reached my last tray. There were still a few minor gaps in my teeth, but overall my smile was really transformed and I was willing to live with the minor imperfections.

That's when the trouble started. My retainers were improperly shipped to an old address. When I contacted customer service, I was told they would issue a new order to my current address. Weeks went by and nothing happened. Radio silence. When I finally reached out to them again, I was told that there had been an error and the retainers were not in fact on their way. Meanwhile, my teeth had already started to move apart. The gap between my top front teeth had started to noticeably reappear. Once again, I contacted customer service and they scheduled me for another scan, this time for a set of 3-month refinements to close the gaps. According to the employee in the Smile Shop, I could expect to receive the refinements in 2-3 weeks. As of this writing, it's been 4 weeks and I have nothing to show for it. Meanwhile, my teeth continue to move apart and I continue to pay $82 a month for the privilege. DON'T DO IT! Remember these two old adages: "You get what you pay for" and "Pay now or pay later." I'm going to give negative reviews far and wide, digitally and IRL.

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

After I had finished through my set of aligners, I felt my teeth needed a bit more of adjustment. I went in for a check-up at the local store and the bee aligners were on the way by the next two weeks. However, FedEx by no surprise (I don’t have trust with them from what I’ve experienced too many times) lost my box and I had to reorder my aligners. It was from then that made me wonder how this company is operating production. I waited for months and months inquiring for update probably every three weeks, but every time they say they will escalate to the production but so far it’s been three months and they are still not here. I don’t understand why since the first refinement aligners didn’t take more than two weeks to get shipped, and why now it’s taking three months. I have explained my situation that I will be moving abroad soon, but that doesn’t seem to be taken in consideration to the production side.

I would say support representatives over the phone are nice and trying the best, but not sure how much control they have to production. (BTW I do not recommend using chat...Javier who I talked through chat a couple of times is not willing to do much from what I could tell.)

I’ve was told now that they cannot promise to get my aligners by the time I leave the States but just to cross fingers.

My teeth are much better than before, but definitely not somewhere that I can quit the treatment. I guess you get what you pay for, but I regret that I had just gone to a dentist from the beginning since that’s what I probably have to do now. I say don’t take the chance. You’re just losing money.

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

Had a problem midstream. Takes 6 weeks to correct. Every contact from customer service is different, but all with the same pat response. No way to escalate an issue for a paying customer in the middle of treatment. So many other choices out there. Use them!

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

Everything was pretty good except my 6-month plan went past a year with 2 refinements later and the end results were not the same as what I paid for. I complained but was told they could not do anything more for me so my journey was done time to move to retainers. Been done with SDC for over a year, every time it comes time to get new retainers which they stress should be replaced every 6 months ends up taking 3+ months to receive them! This time ordered my 2nd set on January 13th just got them May 15th. They are so tight on my teeth that I'm in lots of pain like when I first started this process. That tells me that my teeth have been shifting due to having to wear my last retainers, which were loose since having them so long. I'm Kinda frustrated and feel like my teeth have moved even though I still wear my retainer 8+ hours during the day and at night.

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

So my journey began well, my teeth moved perfectly and look exactly like they are supposed to with only one short refinement. My issue now is with customer service. I ordered my retainers almost 3 months ago. My last set of aligners is cracked badly on the top and half of the bottom is gone. I was promised after 8 phone calls each lasting over an hour and jumping me from country to country that I would have my retainers for certain in 5 days. This was 5 days ago and now I get an email saying my retainers will be shipped out in 17 more days! I begged for them to expedite and the customer service rep Callie told me they want to make sure I pay on time since I’m clearly dissatisfied? I may request reimbursement later on but never ever have I missed one payment. I did tell them that I pay on time and I expect timely service which I feel I was was entitled to say. The service was sooo good at first! I was promised a free whitening kit twice for the issues. I still have not received either of them. I am totally disgusted with SmileDirectClub.

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

I went into SmileDirectClub in Santa Rosa and left my appointment feeling very positive about the whole experience. Meg and Tienne were professional, informative, and friendly. I just did my first whitening treatment - hard to believe that just one treatment could make a visible difference. I’m all smiles!

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