Reviews (1)

This is a very long review so grab some popcorn or something before you start reading this.

I started SmileDirect very hopeful and happy to finally have my teeth fixed. I got my teeth scanned and was quoted with a 6-month plan (important for later). My new aligners arrived within 3 weeks and I was super excited about how fast they came (well, just know now that one thing is the only thing positive I have to say about them). I tear open Month 1 Week 1, and notice that there’s literally only 2 bottoms in the Month 1 Week 1 pouch so no top teeth retainer? I call them and they tell me I have two options: 1) Skip the first week and go straight to the second week, or 2) Wait 4-6 weeks extra for them to send me a new Week 1. I wish more than anything that I would’ve used that as my sign to RUN! So good decide to skip the first and go to the second week.

I spend the next 4 months following their guidelines very strictly by making sure I have the aligners in at all times and to never switch them early. I hit Month 5 Week 1 and my aligners won’t slide onto my teeth at all. I mean, they literally didn’t even look like my teeth, they were so different from the week before that I couldn’t even believe they were for my teeth?

So I call customer service and they agree to have me re-evaluated for new aligners. I was disappointed but okay, fine. So I get quoted that my new plan will be 3 months! And that they’ll be arriving in 4-6 weeks. Five weeks go by and I hadn’t even received an email saying they’d been shipped or anything so I call and see what’s going on. Their customer service is the worst thing I’ve ever seen in my entire life. I called over and over again, talked to multiple people, and had multiple people tell me they had no idea where my aligners were and had no idea when they’d be coming?! All they could tell me was that they were sorry?! At this point, I’ve been wearing Month 4 Week 3/4 aligners for 7 weeks!

Now it’s been 7 weeks since ordering my new set of aligners and my Month 4 Week 3/4 top aligners break in half. I call and ask what I’m supposed to do since my new aligners clearly aren’t showing up anytime soon and I’m not kidding you, when I say they literally told me it wasn’t their problem that my aligners broke so if I don’t want to wear broken aligners, then I need to go invest in temporary aligners at Walmart until they can get my new aligners?! OKAY, WHAT? It’s not their problem?! They’re the ones taking an ungodly amount of time to give me my aligners?! So at this point, I’m pissed off but I want to have straight teeth, so fine!

I proceed to call again and again and again over the next few weeks and get told repeatedly that they don’t know where the aligners are or when they’ll come but they are "oh so sorry". I end up calling during those weeks with the complaint of "okay, so now my aligners are officially in 4 broken pieces" and they still try to tell me it is not their problem! I end up throwing a massive fit with them every single day for the next 6 days in a row before finally, they offered to refund me $80 to go buy a temporary aligner! WHY AM I HAVING TO EVEN DO THIS, WHERE ARE MY ALIGNERS I PAID $2000 FOR?

So finally after 14 WEEKS, I receive my new aligners! I see a 6-month supply (like I said earlier, they quoted me at only 3 months for my re-evaluation), so I call customer service and ask them why I received 6 months instead of 3. They literally put me on and off of hold for the next hour while they frantically try to figure out what they messed up this one billionth time and they proceed to tell me that "We’re so sorry. We just talked to our dental team and looks like you actually needed another 6 months, not 3. So this 6-month kit you got is the right one for your evaluation," and I repeat everything he said back to him and said "So you’re sure that this 6-month kit is right?" And he tells me he guarantees me that it’s right.

So, I get 3 months into that kit and all of a sudden, I receive a random box of 3 months of aligners? I open them and THEY AREN'T EVEN MY TEETH! THEY ARE SOMEBODY ELSE'S ALIGNERS SITTING AT MY DOOR WITH MY NAME ON THEM! So I call them again and ask them what’s going on (didn’t tell them immediately about how the aligners weren’t even my teeth) and the customer service person proceeds to tell me "Oh, those are for your 3-month evaluation." So I explain how the customer service told me 3 months ago that I had to do 6 months over again and how the 3-month plan on my porch isn’t even my teeth! At this point, he’s literally not even talking anymore because he knows their company just meeeessssed something up! So after my long conversation, turns out the 6-month kit I got 3 months ago and had been wearing for 3 months were indeed the wrong kit just like I had thought. 2) The kit on my porch was for my teeth they just screwed them up so bad that I couldn’t recognize they were my teeth, and 3) That means that my new re-evaluation kit took, not 14 weeks like I had thought, but actually...26 WEEKS! Guys, that is half a year!

So at this point, customer service is like well, just continue the 6-month plan like you’ve been doing...so I do that. Over the last 3 months of my plan, I realize my aligners are NOT OKAY! I’m waking up to blood-soaked aligners, my gums are completely destroyed, and my mouth is so sore I can’t even chew! So I call customer service and explain my issues and they said they’d have my dental call me back. They never call me back. They don’t even care that their customer is wrecking their mouth to the point of their aligners filling with blood? Not even remotely surprised at this point because I’ve already long decided this company is the trashiest company I’ve ever seen in my entire life.

So, here I am today, April 23, 2020, on my last pair of aligners...Month 6 Week 3/4. What was supposed to be 6 months has now stretched into 15 months...and my teeth are still not straight. Imagine how you’d feel after being told you’d have straight teeth in 6 months to now being at 15 months and still having crooked teeth! I call the company and they are giving me two options: 1) I can quit on my own terms and stop now and deal with the fact I paid $2000 for nothing, or 2) I can be re-evaluated AGAIN and start a new plan with them for no cost. I talked to them about maybe being willing to be re-evaluated one more time (because obviously I want straight teeth) and they tell to send in pics for my re-evaluation and I get an email a few days later like "since we can’t do your scans in person because of Corona, we’re charging you $29 to have a kit sent to you but we’ll refund it back when you send us the kit." OKAY, I DID NOT GIVE YOU PERMISSION TO CHARGE MY CARD FOR ANYTHING!? (They charged it immediately.) And then when I asked about how long it’ll take to send me the kit, they have no idea! How are you going to place a temporary charge on people’s account with no response as to when they’ll take it off? IN THE MIDDLE OF 4.4 MILLION AMERICANS BEING UNEMPLOYED! Then, I ask them how long they think it’ll take for me to get my new plan after the kit has been sent back, plan is remade, aligners are made, and sent out...and they literally tell me they can’t give me an estimate but with everything going on, they won’t be surprised if it doesn’t come THIS YEAR! YOU HAVE GOT TO BE JOKING WITH ME!

So after all of this I’ve gone through, I have no choice but to leave with my crooked teeth because I cannot go through what I’ve gone through these past 15 months any longer! So it started at 6 months, went to 15 months, and (considering the problems I had after my last re-evaluation- wore 4 pieced broken aligners for 7 weeks, waited 14 weeks for the wrong aligners, restarted 6 months) now they have every intention of me stretching it out another 3-6 months just to receive the aligners plus 6 months for my new plan. SO SCREW YOU SmileDirect! Six months turned into 24-37 months and that’s IF my new plan would’ve even straightened my teeth! How do they expect me to even trust them again at this point!? Also, their reviews on their site are FAKE! I checked their site at 3 pm today and they already had 7 amazing reviews posted from today alone?! Obviously they’re generating fake reviews!