Susan B.
New York, NYMember since July 2018

Reviews (1)


    • Jul 21, 2018
    • Verified Reviewer

    SmileDirectClub

    Dishonest in the consultation

    Overall Experience:

    I went into a Smile Direct Club consultation with one request: fix the mild overjet (colloquially known as overbite) of my two front teeth to some extent. I know the product is limited in what it can accomplish, but I was told that my overjet could indeed be ameliorated with their product. This was a blatant lie. Not only could Smile Direct Club not do anything to correct my overjet, but they sent me aligners that would actually ENHANCE my overjet in order to correct my teeth's "crowding." My teeth have hardly any crowding, as I previously had braces, so this trade-off was highly undesirable. Smile Direct Club customer support was terrible - slow to reply and I had to repeat myself over and over again. I would often receive a form email in response, and always from a different representative. I am currently trying to get a refund.

    Smile Direct Club should be up-front about what their product can do when it comes to overjet, but instead, they lie. The truth is, if you have an overjet you want corrected to some extent, Smile Direct Club may not be able to anything for you at all. In fact, they may attempt to make your overjet WORSE. Don't waste your money. I would have been happy if Smile Direct Club didn't correct my overjet at all, as I would have been fine with having minimal correction and receiving a retainer to at least prevent my teeth from shifting outward further. But Smile Direct Club claimed they had to enhance my overjet. It cannot believe they made me go through all of this, when they could have just been honest with me from the beginning.

    Bottom Line: No, I would not recommend this to a friend

    10 people found it helpful

    Link to this Review
    • Jul 24, 2018

      Company Response from Smile Direct Club

      Hi there, Susan. I would like to clarify that SmileDirectClub provides every customer with a projection of what can be accomplished within our protocol in the form of a SmilePlan. This plan is created by a dentist or orthodontist licensed in the state of the customer being treated. In addition, the consent and history form that all of our customer's sign before beginning treatment states the extent of our protocol including risk, benefits, and limitations of our aligners. Please reach out directly if you'd like to speak further, as we cannot address any specific customer case publicly due to HIPAA law. We can be reached at grinners@smiledirectclub.com.


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