Allen C.
Clemson, SCMember since April 2019

Reviews (1)


    • Apr 22, 2019
    • Verified Reviewer

    SmileDirectClub

    Awful experience

    Overall Experience:

    I went to a Smile shop to get scans and that went well. My first plan had an open bite and I contacted their customer service about it and another plan was given in about 5 days. Aligners were paid for and the production was supposed to start. The official production date of my aligners started 2/24/19, it's 4/15/19 and I have yet to receive my aligners.

    I have contacted their customer service nearly every day trying to get an actual answer and have been lied to every time. If your aligners are late, don't believe into their lies that they are made to say. They'll tell you that they have escalated the concern and that they are "deeply sorry." My "ticket" that was supposed to "escalated to the production team" about a month ago. I was also told that the production of my aligners was "nearing the late stages" a month ago. They'll also tell you "we are working to the tracking information from the team in charge, as soon as we get it we will email you." Don't believe this either because it's another one of SDC's lie. I've been waiting nearly two weeks for that same email that's supposed to be emailed to me.

    SmileDirectClub can't meet their demands and will lie to you so that they can stall as long as they possibly can. Other than the Smile shop experience, everything else has been awful. I feel as if I have been stolen from at this point. The aligner plan that was made for me was a 5-month plan. It's closing on 3 months in total and I haven't even received my aligners yet.

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

    11 people found it helpful

    Link to this Review
    • Apr 24, 2019

      Company Response from Smile Direct Club

      Hi Allen, thank you for taking the time to leave us a review and share your experience. We're disappointed to hear that you got this impression, but I assure you that our customer care team works diligently to get updates from the lab in regards to production and shipping statuses. Any updates that are communicated to customers are shared with us from the lab, but sometimes statuses can change and we aren't updated immediately. If you need any help or have any questions, please don't hesitate to reach out to us at grinners@smiledirectclub.com. Best, Madison.


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