Reviews (1)

I chose SmileDirectClub because they lied to me, and lead me to believe that my treatment would be overlooked by a licensed doctor, it would be quick, and they were committed to helping me get a smile I was proud of. But I found out that's just a bunch of BS to scam me and other people out of their money.

I was given a six-month treatment plan and initially, everything was just OK, shipping of my aligners delayed by 2 weeks from their time frame of 3-4 weeks. First red flag should have canceled right then and there (didn't). I continued with my six-month plan and sent in photos and checked in every 90 days per the treatment. Around month 4, week 2, I called SmileDirectClub and explained to them I was concerned that my treatment was not on track. The customer service team basically blew me off and was only concerned if my aligners were fitting, they were, so they advise me to continue (second red flag).

After I was done with my 6-month treatment plan, my teeth are still crooked. This is when things really go to crap with this company. I call the customer service resolution team and explain that my smile is nothing like they promised. They apologize and said that I need to go for a reevaluation and it's common...really, that's the first I'm hearing of it. But really didn't think to much of it, thinking to myself if this is common it shouldn't take too long to fix, maybe another week or two, a month at most, for treatment (I was wrong way wrong).

One day later I go into a SmileDirect center and get rescanned, was rushed out before I could even ask any questions. I assume they work on commission and there was no commission to be made since they already stole my money so they just wanted me out. Almost a week goes by and I don't hear anything so I called again and they informed me that the dental team is reviewing my reevaluation scans and are creating a personalized treatment plan. Hold on, wait, what? I explained that I already was given a treatment plan and completed it already. I ask to speak with the dental team but they could not transfer me and there is no direct number, but they would have them call me in 3-5 business days. The dental team gives me a call a few business days later and tells me that I need to do another 4 months. What the heck, when I ask why is that the case, she explains to me my teeth didn't shift the way they expected and everyone is different and they just don't know. Really, you don't know! Then how is your company giving people scans of their future smile if you don't know? When I question the lady how come the reevaluation treatment is almost as long as the original treatment she keeps insisting that everyone is different. Then I explain to her what was the point of the 90-day check-ins and me sending in photos. Who was the dentist responsible for overlooking my treatment and let me speak with them. She flat out told me NO, that's not their process. I couldn't wrap my head around her statement. How can they offer a medical procedure and claim to have A Duly License Dentist or Orthodontist monitoring my process but give me no access to them to answer my questions.

After several more back and forts with supervisors from the customer service team and the dental team, they wore me out and I knew I was screwed. On top of the new 4-month treatment plan, they told me I had to wait another 4 weeks while my aligners are being molded and pressed. Eight weeks later I still haven't received my aligners and have since told them at this point to cancel everything and give me a full refund. And once again I was given the runaround with the customer resolution team. I have since called and disputed credit card payments, and filed a complaint with the BBB.