I was excited about finally moving forward with correcting my smile. I was told during the initial consultation that I was a candidate for their product. So I paid the $250 initially and then wait for my aligners. I followed the plan as prescribed 22 hours a day and all of that. I noticed as the months went by that I still had a gap, actually a bigger gap by my canine teeth on each side. I wrote to SmileDirect and was told to take pictures. So I did all of that and sent them in. Basically came back and told me yeah, they didn't want to close that because it could affect my bite. My aligners were made by SmileDirect knowing full well that this was the case, but instead of telling me that upfront, they basically made me discover it and then tell me they couldn't fix it.
They are offering me a partial refund and they are forgiving the remaining $1300 which does address the money I already spent and the time I have into this. On top of that, they have not informed Healthcare Finances (the company who handles the finance portion) about the cancellation, so I have been getting calls to find out why I'm not paying them. I have not seen the refund yet and I tracked the delivery of the aligners, so I know they have received them.
Bottom line is that I would not use this company or any company for that matter that you didn't have direct access to an orthodontist. There is a reason why this route is cheaper. I never saw or heard from anyone other than the SmileDirect team (not really sure what expertise they have, it appears none). I have never really been given any information from them that actually meant anything. They ask how can they help but that's about as far as customer service help goes. Customer Service is bad, product was bad for me, and trying to get back what they owe me is yet to be seen. I would say one size does not fit all. Go to a real orthodontist if you truly want your smile corrected. This short cut is no short cut. Especially if things go wrong.
I am planning on taking them to Small Claims court for a full refund if I don't see my partial refund in the next day or so. I just don't trust them from my current experience.
Bottom Line: No, I would not recommend this to a friend
10 people found it helpful
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Company Response from Smile Direct Club
Hi Steven, thank you for taking the time to leave us a review. We appreciate the feedback about your experience. All customers can view their SmilePlan in the dashboard. Our dental team is available to chat if a customer has concerns prior to or during treatment. If customers return aligners for a refund, it can take 7-10 business days for the return to be processed an refunded. I would love to look into this for you. Please reach out to us at grinners@smiledirectclub.com so that we can help. Best, Madison.