SmileDirectClub

I called SmileDirectClub early in 2017, and they were very nice at first. I paid for the first impression kit, and when I was done with it, I sent it back. They contacted me and said that they needed another impression kit and that I would have to pay for it. I sent the second impression kit back and waited, and waited, and waited, and nothing.

I called back and they said that they are still doing research on the best way to make my trays and that they would contact me when they are ready. Well, 6 months (yes 6 months) went by and absolutely nothing from them. I called in and asked for a refund, and they had zero explanation on why or what happened. They said that they would refund, but I highly doubt that I will receive it as they have done nothing but take from me.

Please avoid this fraudulent company and spend a bit more money and go to a more reputable company. This is honestly the worst customer service that I have ever seen in my life. Good luck all.

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

I keep seeing all these reviews giving this company a bad name, and I don't believe them. I had a 6-month plan, and I received all of my aligners on time with zero problems what so ever. My teeth are now straight just like they said they would be and I am completely satisfied.

The price is so much better than Invisalign. And traditional braces as well. I couldn't afford them growing up, so SmileDirectClub literally changed my life. Don't listen to the negative reviews because most likely they are dentists or orthodontist making these false reviews because they are jealous of SmileDirectClub's newfound fame and competition.

I am not a promoter nor do I work for the company. I am just a satisfied customer. If you want to know more facts, there is a Facebook group called "SmileDirectClub members." You should check it out because you will see over 12,000 members who are extremely satisfied like myself. I owe SmileDirectClub everything as they have helped me with my confidence that I have never had before.

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

This is the most unorganized poorly run company I've ever come across. I should have known in the beginning when they didn't contact me that they received my impressions or even my photos. I ordered on June 21st, I've been waiting for two months now, and I've talked to numerous customer service representatives, live chatted, used Facebook messenger, and texted several supervisors only to be lied to without explanation every time and told that I'll have my aligners within a week. Once that week goes by, I still have nothing.

After more conversations I'm told the same thing, "You'll have them in a week." My case has been handled by three separate customer service supervisors and still no answers, only false promises and lack of follow through. Is my money not as green as someone else's? I have screen shots of people saying they ordered their aligners in mid-July and have already received them while I sit here and wait with no information as to why.

Here's the thing, it's not rocket science, it's basic business practice. It's about ethics. 1) Don't miss lead customers by false advertising and not being able to deliver the timeline that is promised. 2) Don't lie and pacify customers just to get them off the phone. Be honest, tell the truth, offer explanations and "the whys." 3) FOLLOW UP with customer complaints. I really don't think any of those core ethics are very difficult to adhere to.

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

I had braces when I was a teenager. I was not instructed to wear retainers, and my teeth (especially bottoms) are now worse than before I had braces in the first place. I am very self-conscious about my crooked teeth and had been looking to get braces for over a decade. I am a "mature" user of the product and have had them for one month. VERY impressed already. I can see a difference and the fact that they give you whitener too makes me want to show off my smile even more.

I still have several months left, but I am thrilled with the cost savings and improvement in my smile and confidence.

Yes, there was a delay in the first shipment, but I had waited years to do this so, what was another week. Be patient; it's worth it.

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

I had a horrible time working with this company. Every step of the way was difficult. They do not follow through with what they say they will do. My aligners broke OFTEN, so I had to call them about once a month to get a new set of aligners, and every time the customer service representative said they would get a new set shipped out, but they NEVER shipped out a new set of aligners.

I ALWAYS had to call a second and sometimes a third or fourth time to ask again if I could get a new set of aligners. One of my aligner sets was even missing a tooth! The customer service representatives do not communicate well with each other because I would tell one representative I had a badly made set of aligners and that representative said they'd fix it. After a few days with no word from SmileDirect, I would call back and ask them about it, and they would tell me they had no record of my previous issue.

I always had to call multiple times asking for a new set of aligners before they would ever send a new set out. Most of the time, I was wearing broken aligners for weeks at a time because they couldn't get their stuff figured out. During the last week of my month three, I realized that I never received my month four package and that I would need to be changing into in a few days.

So I called SmileDirect, and they told me that they were backlogged and that I would not be receiving my next month of aligners. They did not give me an estimate of when I would get them; they simply said I wouldn't get them. Plus, they were NOT going to inform me that I would not be receiving my next set of aligners because they were backlogged. If I hadn't reached out and asked them about it, they would have never told me. Last, but most definitely not least, after making four impressions of my top and bottom row of teeth, SmileDirect told me I needed to wear aligners for four months in order to have straight teeth.

At the end of those four months, guess what? My teeth were NOT straight. I called and told them, and they did say I would need to take new impressions and they would make me a new treatment plan. I am guessing I will need one or two more months of aligners than they originally prescribed in order to get straight teeth. Hopefully, they will not charge me for this as they were the ones who told me it would only take four months to get straight teeth when in reality it would take longer than that.

Honestly, I think the invisible aligners you would get through your dentist/orthodontist would be higher quality than the ones SmileDirect give out. The SmileDirect invisible aligners are flimsy, not well fitting and very easily broken and quite frankly they don't even fit that well! You would DEFINITELY get better customer service and treatment plans through your dentist/orthodontist. I truly think you are getting what you are paying for with SmileDirect. You pay a cheap amount of money for cheap invisible aligners, cheap customer service and cheap results. The aligners have been working, but it has been a slow and painful process working with them and their crappy aligners. And honestly, my teeth were not bad to begin with. I only had cosmetic issues with my teeth. I did not have serious structural problems or anything like that. My teeth were an easy fix yet SmileDirect did a crap job fixing them. If you can afford to go elsewhere, I would seriously consider it.

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

I had amazing results with SmileDirect. After being quoted over $5000 for Invisalign, I thought I was never going to have straight teeth. But then came SmileDirect. It was the best decision I ever made. In only seven months my teeth are straight and white; it's like a dream.

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

This is a typical tech company who went to market without having fundamental customer service and fulfillment in place. I went through the initial consultation and received my aligners with a few issues, and my teeth started to align, but when I needed a replacement set of aligners, it took months, and my teeth reverted back. Customer service repeatedly lied and said they were overnighting them or they would be there in a week (etc., etc.), but it took months. I had to go back in trays to fix, which was a painful process.

I finally finished and now it's been months since they were supposed to send my retainers and my teeth are reverting back again. I won't go through the process again and am trying to get my money back.

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

The tech was very sweet. Stark setting. Unsanitary equipment.

The tech had on blue surgical gloves she used to handle all equipment including iPad and 3D scanner. She put gloves after being all over the equipment into my mouth with the camera. I saw no alcohol or bleach products to clean equipment from one customer to another.

Now I have a summer cold, quite possibly because the equipment was not cleaned from what I could see.

Also, the gloves were not sanitary because the tech did not change them from the previous patient and kept them on even after handling the iPad that consumes touch all morning long.

One gets what one pays for. This is fact.

However, the tech very sweet in her chair side manner. The staff could use training in sanitary practice and the office could use some cheer from its stark appearance.

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

Stay far, far away from this joke of a company. It has now been six months since I started my process and have yet to even receive a correct set of aligners.

When I first ordered and sent my impressions, I was sent a message saying they weren't good enough, and I would have to pay for another set and send them in. Ok. The second set looked exactly like the first ones I sent, but they were fine. Great.

Then four weeks later I get an email saying due to higher than expected volume, my aligners would be delayed two weeks. Ok.

I get the first set. I can't even wear them. They are so sharp and flared out along the edges that they are literally cutting my cheeks and tongue. I called and am told to just file them. On the bottom, the aligner is so much wider than my teeth that I can actually stick the tip of my tongue in between the aligner and my tooth. I call back, and they tell me I have to take pictures and send them. So I do.

A couple of weeks goes by, and nothing. I call and they say they need more pictures. What the? I send more pictures. A couple of weeks, and no more contact. I call back and am told they will review with the lab and get back to me. In the meantime, I've been sent a second round of aligners and receive an email wanting to know how my plan is progressing. You've got to be kidding me!

I call and ask them what the heck they are doing. I'm told I am being sent a new impression kit so we can start all over. My aligners and plan will be expedited since I have had so much trouble. Funny, they have had no trouble or delay taking the payment each month for the last four months.

I received the new impression kit and sent it back the next day. Three weeks later I get an email telling me my new plan is ready but I need to order and make another down payment. Needless to say, my blood boiled. I get on the phone and am told to hold. So I do. For 20 minutes. Only to be told the email was sent in error, that my new aligners will be shipped in 3-4 weeks. Excuse me? Three to four WEEKS?

Needless to say, I have washed my hands of this joke of a company and am filing a charge-back for all payments.

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

My biggest problem with SmileDirectClub is that they do not respond to any insurance questions. I have a premium dental insurance with Cigna so it should cover everything, but SmileDirectClub is not willing to spend any time to work with me to get the reimbursement.

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

I started SmileDirectClub back in August and I'm currently on tray 11 of 16. So far I'm very happy with my results and can't wait until I complete my treatment plan. I wanted Invisalign for years but it's too much money for me. Smile Direct Club was in my budget and I did a ton of research prior as well.

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