11/5/19 Update: My retainers shipped on 11/4/19 after being ordered on 6/20/19. Unfortunately, after emailing and calling multiple times it may have taken leaving a review over four months later to get this to happen.
Bottom Line: No, I would not recommend this to a friend
5 people found it helpful
Link to this ReviewI used this product to realign my teeth and achieved a good result.
However, I ordered my retainer from them in June. I didn't receive them after a month so-called and was told they were still processing and the due to an increase volume in retainer orders they are a bit delayed.
The saga continued when I called back in September. The costumer service rep seemed shocked that I hadn't received them and asked me how I've been keeping my teeth straight. I told him I was still using my final set of straighteners. He re-ordered them and then I received an email that I was going to get 2 free sets for the inconvenience and that they would ship no later than the end of October. Today is October 31 and I called. Apparently that order had been canceled and my June order is "still processing."
I really feel at a loss. I'm a plastic surgeon and have patients often ask me about their teeth. I had a good experience initially but I will now be going to a dentist to pay just as much as the aligners for a retainer to try and keep my result as my final tray is wearing down and now difficult to keep clean.
Customer service is paramount for a company but so is fulfilling a service. Teeth alignment services isn't complete if you cannot provide a way to maintain a result.
Save yourself some time and frustration. Just go to your local dentist and get Invisalign.
I have zero confidence that my new order, placed today, will actually ship out in "3-4 weeks."
Company Response from Smile Direct Club
Hey Ross. We are aware of the delay we have experienced and we are working as diligently as possible to get orders out as quickly as we can. We will be following up via private message so we can assist you further. Best, Thom.