Abbas R.
Abbas R.
VermontMember since June 2019

Reviews (1)


    • Jun 24, 2019
    • Verified Reviewer

    SmileDirectClub

    Poor customer service

    Overall Experience:

    Hi there,

    I visited the SmileDirectClub in Williston, Vermont to see if I needed aligners for my teeth and I was told I can sign up for it with a full refund within 30 days. I paid a downpayment of $250 as an initial payment. After going home I realized the total cost of $1800 for these aligners is a little too much for me to afford and so I called SmileDirectClub the very next day to cancel my order. The custom rep told me that they have canceled it and I should receive my $250 back. After a week I noticed in my credit card that the charge of $250 was still there. So I called them again and this time I was told that my order wasn't canceled and some person named Tim will contact me as this is their standard procedure to cancel the order.

    So then I waited to be contacted by Mr. Tim and he reached me the next day and apologized that the order was shipped already so I have to return it through FedEx once it delivers to my address. I was upset that why was it shipped when I had already canceled more than a week ago. He told me that there will be a return label and I shouldn't have any issues getting my money back. So then I waited for my order. It got delivered and I opened it only to find the box but no shipping label for return. So I called again to SmileDirectClub and I was told I've to pay for shipping! I told them that the mistake was on their part and I shouldn't be paying for it. After this back and forth the custom rep said I will have to wait for Tim to call me and sort this out. I waited 3 days still no response. So I called the helpline again and the same story - Mr. Tim will contact me. I requested if I can have the contact or email address of Mr. Tim so I could direct my request to him and I was told this is not company policy. So here am I still waiting to get my refund after 3 weeks of canceling my order!

    Totally disappointed with the customer service.

    I won't recommend this.

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

    2 people found it helpful

    Link to this Review
    • Jun 25, 2019

      Company Response from Smile Direct Club

      Hi Abbas, thank you for taking the time to leave us a review. Cancellations can take several business days to process, but orders should be put on hold prior to that. We're concerned to hear about your experience and would be more than happy to help. I am sending you a private message, so that we can assist further. Best, Madison.


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