SmileDirectClub

I decided to get rid of my gap. So I took a step by joining SmileDirectClub to do it. It was a bit painful the first few months, and the first aligner felt like it would not fit. But I wore all the aligners they sent in the box, followed everything they said - don't smoke cigarettes, don't drink anything hot, and don't eat with them on (I couldn't because of the pain in my teeth, I actually lost weight). Then the gap closed. I looked amazing. After all that pain I was finally done. Could not be more wrong.

Then we get the retainers, where you should only wear at night. The problem was that when I would wake up I had the gap again, so I decided to wear it throughout the day. My mouth was always in pain if I took them off longer than 3 hours, and to put them back in I had to build up courage. For the next year, I wore two different sets of aligners. The first one cracked and they replaced it for me for free. The second one cracked also so I decided to call in and ask for advice on what I should do about my gap and is it normal to have to wear the retainers all day? They advised me that the only way to fix that is after you do the aligners to go to a dentist for advice on how to get rid of that gap and that aligners are only made to temporarily shift your teeth to where they told you it would shift but you need to do procedures to complete the process.

My advice to you is to go through your dentist so they can do both the aligners and procedures that need to be done to give you the smile you really want. The aligners might cost an extra $500 compared to theirs but it's worth it because they will monitor your progress. And I'm sure they will provide financing if needed, but if you are looking to save money this is not the way to go, with the $2k I spent there for nothing now I have to spend more money for other procedures that I didn't think I would need. My advice is go to your dentist before making a $2k decision to see if it's for you. A box cannot advise you on something that important.

Length of Use: 2+ years

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

I went to the Houston location (Westheimer Rd). The front desk staff and my SmileDirectStaff, Tanya, were great. Tanya was nice and professional. Assessed my needs and provided me everything I needed to know for the next steps.

Length of Use: 1–2 years

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

I was kind of nervous as I didn't know what to expect but my Smile Guide, Rashidah, was so friendly and warm. She made the whole experience comfortable and also explained to me what SmileDirectClub is all about.

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

The two women I worked with were awesome! My experience since I walked in the door was pleasant and great overall. We were properly greeted and welcomed in. The staff took safety measures by making us sanitize our hands and checking our temperatures. We were also offered a complimentary bottle of water. The staff had the best customer service I’ve experienced in a really long time. They were professional and personable through it all.

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

When I arrived I received a warm greeting from both associates. We got my temperature check out of the way and hands sanitized for safety (thank you) and shortly after I was escorted to a room. They went over everything I wanted to know and were friendly the whole time, which helped me feel comfortable. The whole process was quick and painless!

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

Coya made me feel at ease, explained everything to me to the point where I understood, and the process was simple and easy. Thank you! I'm looking forward to my great smile.

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

SmileDirectClub makes it super affordable and it's way less of a hassle than traditional braces. My SmileGuide, Ana, was great. She walked me through the plan and now I am excited to see the end results.

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

I love the appointment I had with Diana and Billie Jo. They were very nice and told me all the info that I needed to know, I didn't have to ask any questions. It also felt like we were friends, like we've known each other all of our life, LOL. I will be using their service and I would recommend them to friends, family, and strangers. Thank you for your great service, Diana. Bus number 5 is the best.

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

This has been the worst experience I’ve had in regards to customer service.

I received my Invisalign and everything was great until I no longer had a use for it and they informed me I would be able to send the ones I didn’t use back and get refunded. So I called almost 4 months ago to receive a refund in exchange for the Invisalign I was no longer using. I confirmed with the operator that they would refund me back the money on my card. A few days pass and I see no refund. I call back and they tell me they’ve put it on my OLD card even though I told them it was inactive. They informed me their policy is to put it on the card that I purchased the Invisalign with. So even though it told them that card was inactive and I was paying them with a NEW card I had for months, they still chose to put it on the old card. Which I had no idea they were going to do. I assumed they would put it on my current card that I had been paying them monthly for months.

They told me I must speak to my bank to confirm I did not receive the payment. So I did. Back and forth for 3 months with SmileDirect because of their mistake. So many lies spewing out of their mouths. Probably 10 different people I spoke to. Telling me they would refund me on my current card. Once again, still no refund.

I call back to let them know I see no refund STILL. At this point, I’m so frustrated that I’m just crying on the phone. Finally, they tell me they will Venmo it to me. I’m so happy and I thank them for everything. A few days pass, and nothing. No refund. I call them back and they tell me they have no notes of this Venmo refund. Therefore, it was never processed. Jordan D, supposedly a Supervisor in the resolution department, then told me my issue was that my card was inactive...something I figured out and thought to be corrected weeks ago with them. I asked to speak to someone above him because he clearly was lost and only had information from about a month ago and he told me I need to wait 48 hours for someone higher than him to call back. He was not able to give me his last name or tell me what happened to my information with the Venmo account I gave them a week prior. He also said he doesn’t have a supervisor number, which I found odd, so I just got Jordan D, he said he’s the only Jordan there so if I speak on our conversation to a manager they would know who he was.

So everyone I have spoken to has done nothing but lie to me about my refund and gave me the runaround. They kept saying they have spoken to their manager and higher ups and my refund will be here soon over and over again but I have nothing. No money back from them. No Invisalign. Absolutely nothing. Now I have to email and contact more people for a simple refund back from them that I truly believe will never come because all they do is lie about giving back the money. This is by far the worst experience out of every company I have ever purchased anything from. No one at this company either is genuine or truthful that I have spoken to, or simply are not qualified or trained in the jobs that they are obtaining. They are all over their places with notes and communication with each other and their customers. My husband and I are appalled at the level of incompetence displayed by many of the staff members. I just want my money back and for their staff to be properly trained. This is truly an embarrassment to the company and I hope they screen and hire more qualified and competent people to address any situations or issues at hand.

Length of Use: 2+ years

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

Enjoyed my visit with SmileDirect in Columbus. Natalie was fantastic, nice, and beyond helpful. She took her time to explain the process and make sure all my questions were answered.

Much appreciated!

Length of Use: Less than 3 months

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

I had a wonderful experience getting my son’s 3D scan with Sarai. The SmileDirect experience was quick, straightforward, and very informative. Tyler was also very helpful. They were professional and attentive to us as customers.

Sarai made my son feel very comfortable with the entire process. She spoke to me but she also spoke to him as a person and not just a kid. This will, after all, be his teeth journey. He was so excited that he came up with a whole plan on how he would improve his daily dental routine.

We are both excited for him to start this aligner process and we can’t wait to see the results.

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