This bad review is absolutely necessary. Trusting SmileDirectClub was the biggest regret. Within FIVE MONTHS, I’ve only used FOUR aligners because it was not working for my teeth. I have crowded teeth at the bottom but I was only given 14 aligners and never opened the 10 remaining. I was told I would be refunded back the amount of the unused/unopened aligners. Although I’ve only used FOUR aligners, I’ve spent $712 within that time frame. They only refunded me back $96.12.
One of their specialists emailed me (which I showed them proof of) that the cost per aligner was around $96, then when I told them they owed me more money they said it was a “typo” on her end and she meant to put the cost per aligner is $155. They don’t tell you this though. Not only that, when I first used them, I lost my card and had to use my (then) boyfriend’s card to make my transactions.
After the SECOND transaction, I asked them to take the card off my account and never charge it again. They agreed to do so. Ever since December-April I've been using MY card. Well, for some odd reason, they found the need to give the refund to my ex-boyfriend’s card. I explained to them what happened and let them know that because of abusive reasons, by law I’m not allowed to even talk to my ex-boyfriend and he’s not allowed to talk to me (he’s the one that abused me), and they said "they understand, but there’s nothing they can do."
I asked the manager if I can be directed to the fraud department and she said they didn’t have one and there was nothing I can do and it’s not fraud since I used the card before (November 2017). Keep in mind, I’ve been using my card since December 2017-April 2018. So I spent $712 on FOUR aligners that didn’t even do anything for my teeth and was refunded only $96.12 that I didn’t even receive.
Bottom Line: No, I would not recommend this to a friend
9 people found it helpful
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Company Response from Smile Direct Club
Hi there, Dani. While we aren't able to discuss any specific case publicly due to HIPAA law, we sure hope you will reach out directly to discuss further. We would like to clarify that it does take quite a while for teeth to move in any noticeable way for many customers. That said, in the event of a cancellation, we do refund for any unused and unopened aligners based on the total cost divided by the number of aligners. This is clearly stated in the return policy provided to customers before they begin treatment. We refund to the original form of payment. If payments were made to another individual offline, we cannot intervene. If you'd like to speak further, please reach out directly.