The customer service is pretty slow and awful. I had aligners that didn’t fit for month 2 and when I emailed them, they requested for a set of photos and I sent it to them. When I sent it, they said 2 business days later "sorry we can’t open these for some reason, can you resend" and asked for a set of photos that was completely of a DIFFERENT instruction than the first time around (4-5 business days of back and forth miscommunication), which means that that particular aligner was done for the week anyway.
Not saying the technology wouldn’t work if done right but the reviews are generally true that once you sign the agreement the customer service STEEPLY drops off and you better hope they make your aligners right the first time or you’ll never have them fixed.
Bottom Line: No, I would not recommend this to a friend
4 people found it helpful
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Company Response from Smile Direct Club
Hi Crystal, thanks for taking the time to leave us this feedback. Since we provide tele-dentistry, we heavily rely on photos to assess the concerns and determine a resolution. We always strive to provide the best possible care throughout treatment, so we're disappointed to see this. I am sending you a private message to see how we can help. Best, Madison.