Do not be fooled by the message they left regarding working with me in private off-line. Despite having left them my cell phone number on their private response last week, nobody has contacted me and nobody is working with me to resolve the situation.
Bottom Line: No, I would not recommend this to a friend
9 people found it helpful
Link to this ReviewI was contacted by customer service due to my reviews. They again apologized and assured me the replacements would be mailed 1 week after the last date they assured me. That will be 8 weeks, considerably different than the original commitment of 10-14 days. Considering this new delay comes 5 days after the last assurance and delay, I’m not optimistic. I was called by sales today asking if I wanted to spend $99 for a retainer now that I have "completed my smile journey". A disorganized and dishonest company.
The first encounter is great and efficient. Heaven forbid you have a problem after you pay. I lost an aligner and was told it would be 10-14 days. I have now been waiting a month and after multiple calls, loooong hold times, Supervisor discussions, they say they "hope" it will be mailed by 6 weeks. In the meantime, my teeth have shifted and I’m certain the replacement aligner won’t fit. PROCEED WITH CAUTION! If you have a problem it will not be fixed.
Thanks for leaving us a review, Tracey. We have experienced a delay with some shipments and are working as hard as possible to get these all out. All affected customers were sent an update on 10/9 via email, but we're happy to look into this further for you. I'm sending you a private message to see how we can help. Best, Madison.
Company Response from Smile Direct Club
Thanks for updating your review. We'll continue following up with you privately for the security of your information.