Paige T.
Coeur d'Alene, IDMember since June 2019

Reviews (1)


    • Jul 9, 2019
    • Verified Reviewer

    SmileDirectClub

    Updated review

    Update

    Overall Experience:

    6/26/2019 - I'm still waiting to get that magical elusive email saying that there is some movement towards getting my revisions. All the company responded back in the "private" message that it says they send you in response to your review here - "Sorry to hear about your experience, let us know if we can do something." YES! Send me my revisions aligners!

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

    7 people found it helpful

    Link to this Review
    • Previous review
    • Jun 25, 2019

    Customer service outright lies to you!

    The first portion of my treatment with SmileDirect went well, it was quick and the day arrived I could wear my retainers. This is when the issues began. I wore my retainers as directed: while I slept and even wore them the two weeks 24/7 as directed the first two weeks. The problem is after a few hours of not wearing them, my front gap comes back. I was told that they needed a new scan. I went in within days of the request I went in (an hour drive) and had my scan done.

    It went well, although I wasn't sure which email account I used. I was told no big deal...let me tell you, apparently, IT IS. After a month of going on 22 calls each "customer service" agent telling me:

    1. No problem, we will merge the account and it will be "3-5" business days and you'll get an email letting you know the time frame when they will be shipped out.

    2. We can't merge the emails, so you need to go back and rescan.

    3. Yes, I see your account and this Thursday they are being sent.

    4. It takes too much work to transfer all the information from the email account to the next, go get another scan.

    5. I see your account and I can't see anything on it since you received your retainer.

    At this point, I've asked to speak with a supervisor twice. The first time I was on hold for over 25 minutes. I hung up. The second time I was told one was at lunch and the other could get back to me within an hour. Here I am waiting...and waiting. Now, each of those interactions were in order. So, some of them were lying to me when I was told it would be 3-5 days...and it would be taken care of (I was told that on several occasions that I didn't include), only to be told next time they couldn't find my information.

    At this point, I wouldn't recommend this company. Do the aligners work? Yes, unfortunately, the customer service is horribly inadequate. They will say whatever to get you off the phone or keep them from having to work.

    • Jun 26, 2019

      Company Response from Smile Direct Club

      Hi Paige, we truly appreciate you leaving us a review and sharing feedback with us. We pride ourselves on the care that our team provides, so we're disappointed to hear about your experience. I am sending you a private message to see how we can assist. Best, Madison.

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