I started my aligners back in March/April of 2019 and everything worked well. There was one set of trays that didn't fit, but it was addressed fairly quickly by going into my local SmileDirect office.
Once my treatment plan was complete, there were just a few more things that needed to be fixed and so I went in for a refinement scan on October 16th...Today is December 11th and I am STILL waiting on my next set of aligners to ship. The customer service agents are hard to understand (language barrier) and are completely unable to provide any other info besides what I can see by logging into my account.
I've been told they were shipping last week, then the next day was told they won't ship until January 9th. The inconsistency among agents is unreal. Once I called back to ask what to do about the broken aligners that I've been wearing since September, I've yet to receive a phone call or email. I've even tried several times, leaving messages for my office in Spokane, WA and still nothing.
I am beyond frustrated at this point. All I've asked is for someone to confirm a shipment date and for a Dental "Specialist" to let me know what to do since I am no longer able to wear my aligners as they're broken.
I'm just asking for basic information. How hard is that?
Bottom Line: No, I would not recommend this to a friend
6 people found it helpful
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Company Response from Smile Direct Club
Thanks for leaving us a review, Emmy. We have experienced a delay with some shipments and are working as hard as possible to get all affected orders out quickly. We're disappointed to hear about your experience and would really like to help. I'm sending you a private message to see how we can assist. Best, Madison.