As of today, which should have been my first day without requiring liners and the completion of my 5-month process...
I did get the liners from month 4-week one, but I'm still waiting for the second set that was wrong from month 5.
They are more than happy to reach out and ask what they can do to help, as long as it doesnt involve providing you a date that they will fix their mistakes.
Bottom Line: No, I would not recommend this to a friend
10 people found it helpful
Link to this ReviewThis experience started out great, but took a turn for the worst very quickly.
My first issue was when I was changing to a new set of liners and they were both for my bottom teeth. I contacted customer service and they apologized and told me they would send the correct liners for that week. They never did, and still haven’t. After a few weeks, the liners that I was wearing until I received my replacement liners got very nasty, and weren’t invisible any longer, so I skipped the missing week and went to the next week.
When I opened the packet for month 4, week one it contained two liners for my upper teeth and no lower aligner. Again, I contacted customer service and they told me the initial replacement liners were never set, and they would send the replacement liners on the 21st of June. On the 22nd of June, they called to tell me that those liners weren’t shipped and they didn’t know when they would be sent.
I advised the customer rep not to send anything that I was going to consult with an attorney to see what my options are. So of the 12-14 liners I received at least two of them were wrong, there is no quality control in place. I never did any check in with a dentist because I was waiting on replacement liners (that were never set). The liners did a great job of spacing out my teeth, so now I need to floss every time I eat anything.
So long story short...just go to your dentist and have this process done correctly. SmileDirect's customer service folks will respond pretty quickly, but it's normally someone different that’s just reading from the note already in the system and really doesn’t have a good measure of just how frustrated the customer is. I am not a fan of paying for something and having the supplier tell me if and when I can have it.
Not only aren’t my teeth fixed, I’m stuck somewhere halfway through the process and will have to pay my dentist to finish this process correctly.
Company Response from Smile Direct Club
Hi Jim, thank you for leaving us a review and sharing feedback about your experience. We have experienced a delay with some orders, but are working as hard as possible to get them all out. All of the aligners go through multiple quality checks, but part of the bagging portion is done manually. We're disappointed to see this and would like to help. I am sending you a private message to see how we can assist. Best, Madison.