I would give zero or negative stars if I could. I placed my order at a brick and mortar Smile Shop in the first week of September 2019. Overall experience at the store was good to begin with the staff was nice informative and professional. I was told it would take 3-4 weeks to receive my aligners in the mail, let me also mention I paid in full at the store, it is now the November 12th and I have yet to receive my order, I have contacted the company multiple times only to hear that they sent a message to the lab and they were still awaiting a reply (apparently this company can’t afford phones), or the customer service "professionals" haven’t been trained to use them. Still can’t figure that one out. So I finally decided to send a nice letter to the BBB, the company finally got back to me with some answers, not good news but news none the less. I will be waiting another month before they ship my order that I placed on September 4th. If I do not get my order on or before the date they got back to me with I will ensure everyone is warned about this company. Updates to follow.
Bottom Line: No, I would not recommend this to a friend
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Company Response from Smile Direct Club
Hi John, we appreciate you taking the time to leave us a review. We have experienced some shipping delays and are working hard to prevent them from happening in the future and improve communications with our lab. We're disappointed to see this and are here to help if you need it. I will send you a private message in case you still need assistance. Best, Madison.