Reviews (1)

I started SmileDirectClub back in 2017. I did the impression kit and sent it back. Months went by and I never heard anything so I sent an email saying that I hadn’t received any updates on whether or not I was eligible for the aligners and I requested a refund for the impression kit. Once I asked for my money back, they got in gear and "good news," I was eligible, so within two weeks I had my aligners coming to me. Now I waited about 9 months to get started on them because life gets in the way.

Once I got started, everything was fine. I was on set 10 when I was told it was time to order my retainers. So I went ahead and ordered them and paid the $99. When I received the retainers, I only received the upper retainer and not the lower. About two months ago I started set 12 (out of 20 sets). When it was time for me to switch to set 13, I found out they had sent me someone else’s aligners for sets 13-20. I emailed back and forth with about 4 different customer service reps and was told to send in photos of the aligners I have. So I sent in a plethora of photos of each set. Through the emails, I was told I needed to be re-evaluated and sent a new impression kit for new aligners. I then called and spoke with a young woman on January 7th who put in an order for my retainers (both top and bottom this time) as well as my aligners for sets 13-20 and she said they were free of charge, which DUH!

Here we are on February 14th, 2019 and I haven’t received anything still. I just got off the phone with a different customer service rep who told me that the retainers were delayed due to high demand but that they were going to be shipped out with 7 business days. As far as my aligners sets 13-20, they couldn’t send them to me and they would need to re-evaluate my smile by sending the new impression kit. I asked why the lady was able to order them in the first place and he said she made a mistake. I told him I was done and I wanted a refund for sets 13-20 as well as for the retainers I paid for. He said that the refund isn’t possible because they are willing to send me the impression kit and get me my "new smile" free of charge. I told him I didn’t understand why I had to do the impression kit over again. Why couldn’t they just send me my aligners sets 13-20. He said that since I’ve been wearing my set 12 for over the recommended time, that they could crack at any moment and I’d lose my progress. He said that if I were on set 11 or 10 that they could have just sent 13-20 and I’d have been okay. It makes absolutely zero sense. I hate that I’m having to do this over again instead of getting the refund I deserve!

They are a scam. They just want money and the minute you realize your mistake of going to them instead of a professional it’ll be too late. Don’t waste your money. Go to a professional. Sure you might pay a little more, but you’ll have the peace of mind of no screw-ups.

And don’t pay attention to their response to bad reviews about caring and all that and to send an email. You’ll just get the runaround again. NOT! WORTH! IT!