Scott C.
Scott C.
Denver, COMember since August 2019

Reviews (1)


    • Aug 16, 2019
    • Verified Reviewer

    SmileDirectClub

    Aligners have been extremely painful

    Overall Experience:

    So far, my experience has been pretty poor. I received my aligners in the prescribed time window, but the first set was extremely painful. They cut my gums and my tongue in multiple places. There were huge gaps between the aligners and my gums that caused sores all around my mouth. I asked for a re-scan and they told me to cut the aligners down myself. I spent 45 minutes trying to cut excess plastic off, which improved the fit, but was still cutting my mouth. I also didn't want to be spending 45 minutes every week cutting the new aligners. I complained again, which they replied the aligners were the right fit...right, my mouth should be bleeding! Finally, they agreed to re-print my first month and see if it helped.

    It took a month to get the new aligners shipped, and even though I had explicitly asked for them to ship to my new address and gotten an email back saying they confirmed the new address, they shipped to my old address.

    I have tried the new aligners for two days. The initial fit was better, but still painful, cutting my gums, my tongue, and especially the tendon on the bottom of the mouth below the tongue. I cut the plastic again, which improved the fit, but still getting cuts. I've requested a new scan, because I think the original scan must be off if the fit is that bad, but have not heard back from SmileDirectClub.

    I just looked at the return policy. Seems like they purposefully delay any responses past the 14-day return window. If they don't re-scan, I'm just SOL?

    Oh, also the $25 Amazon gift card number they gave me is invalid.

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

    7 people found it helpful

    Link to this Review
    • Aug 19, 2019

      Company Response from Smile Direct Club

      Thanks for the review, Scott. All of our aligners go through multiple quality checks prior to being shipped, but we may suggest the customer make adjustments if there are any spots that are causing specific issues. If the aligners aren't fitting, we can order replacements or do a new scan. We always want to provide quick resolutions to our customers, so we would never purposefully delay assisting a customer. I would be happy to look into your concerns and assist with the Amazon gift card as well. I'm sending you a message to get additional information from you. Best, Madison.


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