Reviews (1)

I started my journey with SmileDirect in 2017. Received aligners in early 2018. Was promised retainers prior to leaving the country for a summer at graduate school; after numerous calls and emails and getting a different answer EVERY SINGLE TIME I interacted with a SmileDirect associate, it was determined that my retainer order had never happened. And yet, it had.

So, my teeth shifted back. I returned in August of 2018 and spent months trying to get a reevaluation to go through the process again. Finally got impressions sent in in May, and have now been waiting and misinformed several times by the team at SmileDirect. "We need your impressions." You have them. "You need a scan." I was never told this and I am at graduate school now and can't get one. "Your case has been escalated and your aligners will be in production in 3-5 days." That was 3 weeks ago. "We need impressions." Again, sent them in May.

This company does not communicate internally very well, and is trained to shift blame to "other departments." Their FB page boasts immediate resolutions via PM yet the responses are automatic and delayed. I'm currently trying to get a refund issued and of course, getting a runaround about who is going to contact me about what and when. Currently, I am waiting to be contacted by the "business team" who will discuss how much of a refund I can expect - but anything less than a full refund is unacceptable unless I can get my aligners in my hands before I leave the country in 2 weeks since the company has had my impressions since May.