SmileDirectClub

My process was great in the beginning. The scan at the Smile Shop went well, and aligners arrived on time. However, results were not as they initially appeared on the treatment plan.

I needed certain tooth movements that would need attachments on the teeth to achieve, and being that the person I interacted with was not the actual doctor, it seems that my needs and concerns were never communicated through the chain. I wish that they would just say "We can't address that issue, this may not be the best treatment option for you," but instead they just collect the money and straighten your teeth as much as seems possible by their technology.

My final retainer was also completely miss-shaped upon arrival in that it did not fit over my gums. Customer service was clearly not familiar with my files or individual case, and I was frustrated to receive scripted responses instead of the information that I actually needed pertaining to my case. It felt more like an FAQ page than a conversation with a person.

In the end, SDC ended up being a major waste of time, money, and effort for me. I'm now going to have to pay double for Invisalign to actually address my issues with a real doctor and the proper technology.

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

If I could give zero stars or negative stars, I would. I’ve been a member since August of 2018. First set went great. They didn’t straighten my teeth. I’m okay with that. They do a re-evaluation and I get them and they are about 2 months and they fit good, feel good, and after the beginning of Month 2nd, I notice there is no way they could be straight by then so I put in early for my re-evaluation on April 6th. And the last week of my Month 2, cracked. So I put in for a bottom replacement while I wait for the re-evaluation to be done. April 11th I got an email saying they will do my re-evaluation based on my previous scan. Awesome! Three weeks go by and nothing. I call and they said they "don’t have a re-evaluation." I’m stunned. I have the email they sent saying "wait for shipping etc. etc." I go "what do you mean, I have an email from April 11th saying they’re have to be shipped." They actually deny it! Even with PROOF they deny it. Say I need another scan. I argue and get hostile. The customer service is HOOOORRRIBLE. They take no responsibility, they have NO escalation points. Just an "F U" and that’s it.

So I get another scan because I have no slingers. My teeth are moving. So I go on May 5th for the scan. They send an email that they’re being shipped and they actually arrive. Holy crap a miracle. But WAIT. They only sent MONTH 2! They forgot the entire 1st month. ARE YOU SERIOUS?! I call and they have to put in an ORDER, which is another three weeks. It gets better. It’s now June 9th. 17 days after the order and they are NOT EVEN SHIPPED. This company is actual garbage. If anyone is interested, email me. I have all the evidence. DO NOT USE THIS COMPANY. I’m being dead serious.

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

Sam & Sam are the best they made me feel very comfortable and treated me very well, they even played with my son there. I’ll recommend SmileDirectClub to my friends and family.

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

Everything was on track until I got to my last month of aligners. After opening the first set of the last month I realized that the top aligner was deformed. I checked the rest of the month's aligner and found the same issue. I immediately contacted SmileDirect in order to fix the issue. It took 3 MONTHS to receive the correct aligners. By then my teeth had shifted back (even though I still continued to use the last aligner set correctly).

Their response was to go back and get re-evaluated. Even so, I still have to wait another 2-3 weeks, at the very least, to get another set of aligners! Overall, this does not satisfy me because I believe I am owed financial restitution for this dissatisfying service.

Every time I try to get ahold the resolution center I’m placed on hold and then eventually the call is disconnected on their side. I can’t believe I’ve wasted $1850 on this product. I’m definitely not smiling.

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

I wrote this many weeks ago. I was mad that it took a few days to call me back. The day after I wrote this a specialist called to help me navigate the issue. They were very caring and stayed in touch. They were amazing. So even though it didn’t work for me I read a lot of success stories. So their customer service was amazing, which means a lot. Thank you, SmileDirect Customer Service gets an A+. I will give customer service 5 stars.

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

My experience with SmileDirectClub has nothing short of extraordinary. From the ultra-friendly staff of professionals, to the exceptional responsiveness of their customer service team, to the well-designed treatment plan and finally...the successful outcome...SmileDirectClub is the real deal. The 3-D scanning process is technologically unbelievable and the carefully designed treatment plan far surpassed my wildest expectations. I felt as though I was the ONLY patient they had. Emails were immediately responded to by a person, not some automated response system. Every contact I had with SmileDirectClub representatives was super positive and effective. It only took 2 weeks to receive the 7-month set of trays. A special shout-out to the Germantown Maryland team of Latoya and Tsion. They were super friendly and helpful. It was interesting to find out that SmileDirectClub encourages their employees to watch "Ted Talks" motivational YouTube videos every day. I guess that's part of the reason what every one of my contacts with reps was very upbeat and positive. Cheers to SmileDirectClub! A wonderful company providing a much-needed service.

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

My appointment was on time. Brooke and Kenyatta were very professional yet funny. During the 3D image, I was very comfortable. Kenyatta was wearing her aligners, she looked happy. I was worried about my speech with the aligners but Kenyatta was speaking clearly! Can’t wait to get my aligners!

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

The service is initially alright and I had no major problems during the initial aligner process. However, once it got time to order the retainers that is when the issues started happening. Like many others on this site, I am beyond frustrated with the delays. If you're not going be able to ship a product, don't set false expectations.

I ordered my retainers a month ago and still have not received them. This leaves my teeth prone to shifting, erasing all that time spent aligning them. Their website is also terrible, it doesn't provide much information other than how to buy more items. There is no tracking information for your order or any feedback on your progress other than the initial 3-D model of your teeth adjusting. They also make it difficult to submit issues as you have to go through their customer service with different representatives handling each communication rather one streamlined portal on your dashboard. The customer representatives are friendly and it's not their fault that this company is so poorly run, but it is incredibly frustrating to have to deal with multiple people and get no resolution beyond a couple of trite standard lines about how there is a delay and they are on it.

My advice, if you are comfortable with a completely hands-off experience, with no guidance from a dentist, and are willing to spend almost $2000 for it, then this is the service for you. However, if not, definitely go elsewhere, especially for your retainers.

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

1) Every single item was delivered later than stated, my retainer is currently three months late.

2) I had to trim and adjust all aligners because the fit was off.

3) The aligners gave me a lisp and collected saliva.

4) The aligners were visible even if my mouth was closed - it looked like I was wearing a night guard.

I should have gone to a real dentist.

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

It was a great experience. Coming to a mobile RV it was set up like a professional dentist office. Latravia was very knowledgeable about the product and answered all my questions. They weren’t pushy on the product that we had to buy right then and there.

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

I wanted to get these for my daughter who really needs help with her teeth. At first it was great. I paid the $40 for the impression kit, and went downhill from there. She did the impression and I took the pictures for her. They made us retake them three times. Finally they were approved, and we thought we were doing good, until we saw prices they had never mentioned before. A total of over $2100 and we would do all the work? The commercial says "get the impression kit and have your new smile in 6 months", not $40+$250+24 payments of $79. This is a slap in the face to those of us who cannot afford fancy insurance but are desperate to help our children with their oral health and self esteem. Oh yeah, when I told the chat representative that I wouldn't be ordering anything he told me that I was "denying my daughter the smile she deserves". That is so cruel...

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