The service is initially alright and I had no major problems during the initial aligner process. However, once it got time to order the retainers that is when the issues started happening. Like many others on this site, I am beyond frustrated with the delays. If you're not going be able to ship a product, don't set false expectations.
I ordered my retainers a month ago and still have not received them. This leaves my teeth prone to shifting, erasing all that time spent aligning them. Their website is also terrible, it doesn't provide much information other than how to buy more items. There is no tracking information for your order or any feedback on your progress other than the initial 3-D model of your teeth adjusting. They also make it difficult to submit issues as you have to go through their customer service with different representatives handling each communication rather one streamlined portal on your dashboard. The customer representatives are friendly and it's not their fault that this company is so poorly run, but it is incredibly frustrating to have to deal with multiple people and get no resolution beyond a couple of trite standard lines about how there is a delay and they are on it.
My advice, if you are comfortable with a completely hands-off experience, with no guidance from a dentist, and are willing to spend almost $2000 for it, then this is the service for you. However, if not, definitely go elsewhere, especially for your retainers.
Bottom Line: No, I would not recommend this to a friend
2 people found it helpful
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Company Response from Smile Direct Club
Hi Jessica, we appreciate you leaving us a review and taking the time to share. We have had a delay with some shipments, but are working as hard as possible to get them out as quickly as we can. For any delayed orders, we have a specialized team that works directly with the lab to obtain updates. I would love to help with your concerns, so I'm sending you a private message to assist further. Best, Madison.