Reviews (1)

I decided to go with SmileDirectClub to fix a bite issue in June 2019. I went to an in-store location where the first red flag happened. The sales rep (the in-store people are not licensed dentists, simply sales people) told me that I would be able to talk with a dentist through video chat once my "smile journey" got started, aka, once I paid. This was great news and she told me that I was advised to sign up ASAP because if I waited, my teeth might shift in the next few days and I would need to get scanned all over again. I went with her advice and paid right away.

There is a total of 15 retainers and quickly, my third retainer cracked. The trays are very cheap, flimsy plastic and a stress fracture developed at the exact spot that I was feeling the most pressure. I contacted SmileDirectClub immediately on July 3. I have ALL the email records and phone calls documented. A replacement was put in on July 6th and I was told it would take 10-14 days to arrive. On the 10th day, with no tracking number, email, or replacement, I called and asked for a tracking number. The reps told me I would be given one soon. I continued to call and email and SmileDirectClub kept leading me along, telling me that a replacement was on its way. Finally, I spoke to someone on July 20th who apologized and said that a replacement retainer had in fact, NEVER BEEN ORDERED.

I was very upset but he assured me that he was putting in another order and it would arrive soon. I was given no explanation as to what happened. So I am now going 3 weeks without a retainer and has any rep or dentist advised me that my teeth would be moving around and not fit in the new retainers? No. They were very concerned that my teeth would be moving after 1 day if I didn't PAY right away yet when I am left with no working retainer for weeks and weeks NO ONE CARES.

The story gets longer. Two weeks into the second replacement was supposedly ordered, I begin asking again for a tracking number. A rep reaches out and says "oh, it's actually 10-14 business days to arrive". I wait 10-14 BUSINESS days despite the fact that is not on any documentation. After 14 business days go by, I reach out and they tell that 10-14 business days is an approximate time frame and it could take longer. This obviously makes no sense as 10-14 days means 10 days is the minimum and 14 days is the maximum. They are appearing to be completely unorganized and are acting like a flailing and failing business. I reach out after 3 weeks of waiting on the second replacement (a total of 6 weeks) and tell them if I do not get a tracking number in two days I want a refund. The rep on the phone tells me that FOR SURE I will get a tracking number by Friday.

It is now Sunday, August 2019 and I have been waiting OVER 6 weeks for a replacement retainer. I was three weeks into my "smile journey" so my teeth have already been moved around and now are moving around again. SmileDirectClub does not care AT ALL that there is a very high chance that my teeth will not fit the replacement retainers AT ALL! A dentist has never contacted me to check on my teeth. I feel like I am being strung along and that they are not ever going to send me a replacement. At this point and I am contacting them to get a refund because they have broken way too many promises and been completely unprofessional for way too long.

Don't waste your money and time on SmileDirectClub. I took a gamble with them and truly lost.