12/20 update. I still have not received my retainers.
Bottom Line: No, I would not recommend this to a friend
4 people found it helpful
Link to this ReviewSimilar to Ross' review below, I thought the results from the aligners were good and everything was more or less going well until I went to finish the process with ordering retainers.
I ordered my retainer on 6/25 and occasionally checked in because I never heard back on anything after. I kept getting feedback that the whole supply chain was backed up due to volume and they were going to be delayed.
After a few months, I asked if they could just send me another copy of my last aligners, which I am still wearing, since after 5 months they are pretty worn. I was told this would just delay everything and that I would be better off just waiting it out for my retainers.
On 10/9 I got an email saying that because of the delay, they were going to send an additional 2 retainers free. And also that they expected to ship the retainers by the end of October at the absolute latest. Today, I touched base again since it is 11/11 and I haven't heard anything...only to learn that apparently the order had been canceled!
I am dumbfounded. They just reordered the retainers again today and am told to expect another 3-4 weeks.
I don't know if the company is just too focused on getting new customers in the door and people finishing out the process fall through the cracks but my experience at the tail end of this process has been awful.
Company Response from Smile Direct Club
Thanks for leaving us a review, Justin. We have experienced some shipping delays, but are working hard to get all delayed orders out and prevent this from happening in the future. We would be happy to look into this for you, so I'm following up with you privately to get some additional information from you. Best, Madison.