Reviews (1)

I'm towards the end of my treatment and I do notice a significant difference in my smile. It's great seeing it work. But I will say their customer service, website, and overall concept need a lot of "work."

I've had multiple issues with them. Their dashboard system is all over the place and can become very frustrating. It needs major work. Plus their "catch up if you're behind" concept is terrible. It's not as thorough as I thought it would be. I had to do a lot of the backtracking myself, and my dashboard screwed up the eta of my smile. And having to stare at "welcome to the club" (on end of 5th month by the way) for three weeks just because I ordered retainers, so I can't see anything, no progress or how many days until I switch or anything. That's ridiculous. And not having a very important item to the treatment process available online to purchase yet having water bottles, t-shirts, lip balm, etc. Each of my experiences is in detail below:

- My experience at the SmileShop was weak. I had to come back the next day to get my teeth rescanned. They messed up the 3D scanning, yet the way I found out was an email saying I needed to redo my home kit impressions (that I didn't do or even order) and that I basically screwed up. I had to contact the shop myself and make another appointment to fix their mistake. The problem there is that they don't have a better system on the case that THEY screw up the scan...not the customer. Plus they weren't that sorry about it when I had to go back, but I knew they should have been more apologetic because of the way I got that email saying it was my impressions' fault (which I didn't order at all), I'm guessing that shouldn't have happened on their part. It made me feel kind of like I was the first that's happened to or something because of the way that all went down.

- The "Get back on track button" is useless. I didn't think I would need that button ever, but I unexpectedly became pregnant and couldn't keep the aligners in due to morning sickness. I tried as long as I could but had to stop for two weeks, thinking well, at least they have a "get back on track" button. Wrong. It's not as thorough as I thought it would be. I had to do a lot of the backtracking myself, and my dashboard got screwed up my eta of the treatment. They don't tell you what aligners to start back with or how long you were off track, nothing that helpful on truly getting back to treatment. Literally, the only thing they had was having you put in what day are you starting on again...Well, how would the customer even know which aligners to start back on since missing that long, there's just not much help there, so I don't know why they'd advertise that button when you have to talk to a dental professional anyways to start up again.

- Three weeks ago I ordered retainers since I was close to the end of treatment. Since ordering it, my dashboard has been back to the page "Welcome to the club" that I saw when I first began before even receiving aligners. I asked someone about this and they said it was because I ordered the retainers and that my page should go back to normal after they shipped out. Well, it's been three weeks and I haven't been able to see my progress this whole time! It's become frustrating, and I'm not amused at all. It's unacceptable that a customer wouldn't be able to keep track of their progress simply because they ordered an item! That is a MAJOR flaw on their part. I think it's an insane excuse.

I got the email about three days ago that the retainers shipped and I still can't see progress today, so I contacted them again. A new representative responded that it was an easy fix, that all they had to do was update my page. She told me to log back in, but all I saw was a "your aligners have shipped." She responded saying she was going to escalate my case and within 24 hours should have my dashboard back up. I appreciate her taking care of it, I'm just wondering why someone else couldn't have done the same weeks before! It seems like the reps are very inconsistent with their knowledge about what is possible to help someone and what is not.

I'm hoping my page does come back up. This has angered me the most about SmileDirectClub...it's extremely unnecessary to have this happen and be an inconvenience to a customer. They couldn't even tell me my progress when I asked them if they could at least just let me know from their end if they could see it, but it seems they weren't even able to.

- The Chewies are wearing out after five months, I asked a rep if I could get replacements. She said I could purchase them through the accessories. I told her I looked and they weren't there to buy, everything else was there. She looked into it and told me I was right and that she didn't see them either. This is minor, but I can't believe something really important for the customers' treatment isn't available, yet t-shirts and water bottles were. I was able to order through the customer service. I hope the dashboard doesn't freak out yet again just because of this new order...

Again, the treatment is working quite well. These are major complaints toward the technical part of them that need attention. I'm hoping someone in the company reads this so that they can address these issues I've faced because they seem to be pretty avoidable if they just realized the position of the customer and all these small things that are frustrating for our end.