I just got my aligners, top only. I was never told I was only getting the top and was charged for both top and bottom. Their own FAQs advise against only doing one, but then they send it that way and charge you full price. Anyway, this seems to be happening more often than not; it's how they really make their money, providing less product than promised. They did the same to my sister. We are both returning them for refunds.
They also charged my sister's credit card five times instead of the two for each of ours, she had to find the mistake, contact them, and wait until they did whatever and finally got her money back. This place is really a scam; they over promise and under deliver, as with any other scam. I am looking to perhaps start a class action suit after seeing all the complaints. They need not charge for both top and bottom if they are doing both and they should be required to let you know if they are sending both and give you the option to cancel at that time. We know why they do not do that, it's how they make the money, assuming the majority of people will just use what was sent while the company keeps the money.
They can care less about the complaints online as long as the money piles up, in the meantime, they need to be shut down.
Bottom Line: No, I would not recommend this to a friend
10 people found it helpful
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Company Response from Smile Direct Club
Hi there, Michelle. A SmilePlan demonstrating the scope of treatment determined safe for each customer is provided to the customer before the aligners are sent into production. In addition, the Consent and History documentation that each customer signs indicating that they read it notes that our treatment comes at a flat rate regardless of the scope of treatment. If you'd like to speak on this further, please feel free to reach out directly.