Reviews (1)

My "journey" (as SmileDirectClub likes to call it) started out positively. After seeing their TV commercials for some time, I decided to check them out and made an appointment at a local Club to have my scan done. My bottom front teeth have been crooked since I was a kid, and I have developed a gap in the front on top.

The first thing I noticed when I walked into the office was that there was only one person, and no diplomas or certificates on the walls to indicate that anyone there was certified to do what they do. So my first question was "Is there an actual orthodontist somewhere in the background?" I was assured there was. The girl doing the scan assured me that she was a dental hygienist as well. I was skeptical, but went ahead with the scan. I don't know what her skill as a hygienist is, but I'll tell you one thing - she was a heck of a salesperson.

I paid the $1850 and went home excited to get started. My aligners arrived in a couple of weeks, and I began wearing them, I figured there would be a period of having to get used to having them in my mouth, kind of like breaking in a new pair of shoes. My gums, tongue, and especially the roof of my mouth (which felt like it was burned by hot pizza) were irritated by them, but I toughed it out. By the time I put the third set of aligners in, my mouth was so sore, I couldn't continue to wear them, I had to leave them out for a while for the sore spots to heal. It had become very uncomfortable to eat or to brush my teeth. A spot on my lower gums was rubbed so raw by these things that it took 3 weeks of rinsing with salt water for it to feel better.

I contacted SmileDirectClub and told them about the issues I was having. They agreed to send me a complete new set of aligners, starting at week one, and they credited me $200. Again, it took a couple of weeks for the new box to arrive. I was hesitant to put them in my mouth after the experience with the first aligners, so I waited a week before I even opened the box. I finally decided to give it another go and put the first set of aligners in late one night just before going to bed. After about twelve hours of having them in my mouth (including taking them out twice to eat), I couldn't stand it anymore. Once again, the roof of my mouth was so sore, again making it hard to eat and brush. I got in touch with SmileDirect for a second time to let them know I was having the same problems all over again, that the second set hadn't been made any better than the first ones, and that after two failed attempts, that I wanted my money back.

Both times, I was urged to file down any rough/sharp edges or use dental wax to pad the rough spots. I realize that $1850 might not be a lot of money to some people, but for me, it's a big chunk of change, and I don't feel that I should have to modify these aligners to get them to fit better - I should get smooth, comfortable aligners that fit without creating sore spots in my mouth.

They requested photos of my teeth and mouth both with the aligners in and without them, and other info in order to process my cancellation. I asked them why it is that there isn't a resource for people who are having problems with these things, why there isn't an actual doctor that I could go into an actual office to see, but I didn't get a response to that.

I've read reviews from others about poor customer service, and I would agree with that to some extent. The biggest problem I see, however, is the completely online process that has no backup plan to address issues. And the fact that they will do or say anything to get someone to remain a customer.

All in all, I would say that if you're thinking about straightening your teeth with this method, stay away from SmileDirectClub. You get what you pay for.

I think getting my money back will be a fight, but I'm ready to take them to small claims court if I have to, and definitely will file a claim with the BBB.

Good luck!