Name: SmileDirectClub
Rating: 4.2

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Verified Customer

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Erika Hauck

The customer service reps have been very easy to work with and I am pleased with my outcome!

6 years ago

Reply from SmileDirectClub

We're proud of our team. Thank you so much for the kind words, Erika!

Feb. 26th, 2020

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Verified Customer

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Solmayra Salgado

Customer service was great. Always friendly. Great reminders when my aligners needed to be changed.

6 years ago

Reply from SmileDirectClub

Thank you so much for the kind words!

Feb. 26th, 2020

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Verified Customer

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Lexi

My teeth are so much straighter, I feel much more confident. The treatment made my teeth feel loose all the time.

6 years ago

Reply from SmileDirectClub

Hi Lexi, we have an amazing dental team available to assist during one's smile journey should any issues or concerns arise. For further assistance, please give us a call at 800-689-0053. Best, Valerie

Mar. 16th, 2020

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Verified Customer

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Monica higgins

Good results for the price. I am pleased with how my teeth look and had zero problems.

6 years ago

Reply from SmileDirectClub

Thanks for taking the time to share some kind words, Monica!

Feb. 26th, 2020

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Verified Customer

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Denise Helams

I believe my smile needs another month of weekly trays. I'm still not totally happy with my front teeth.

6 years ago

Reply from SmileDirectClub

Hello Denise, additional aligners are available if a club member is not satisfied with their results. One can request a re-evaluation by sending in photos and their concerns to be reviewed for approval or an appointment can be booked at a SmileShop near them. In order to better assist, please give us a call at 800-689-0053. Best, Valerie

Mar. 16th, 2020

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Verified Customer

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Paul Allen

Never had any issues, everything fit like they said and the program ended when it was supposed to.

6 years ago

Reply from SmileDirectClub

Thank you so much for the support!

Feb. 26th, 2020

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Verified Customer

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Marie Courtney

My big gap is going and so very happy about that ! My mouth was in a lot of pain some days but it was worth it!

6 years ago

Reply from SmileDirectClub

Hello Marie, we are delighted to see this! Thanks so much for the awesome feedback.

Mar. 16th, 2020

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Verified Customer

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Kris Weiss

My 'treatment' period is over and I have big gaps between several teeth. Despite having contacted the company about this issue, I have heard nothing at all back.

6 years ago

Reply from SmileDirectClub

Thanks for leaving us a review, Kris. We're happy to look into a re-evaluation if a customer isn't satisfied with their results. We're concerned to see this and would be happy to help. Feel free to give us a call at (800)-848-7566 if you still need assistance. Best, Madison

Mar. 5th, 2020

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Verified Customer

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Bernie

For minor adjustments they are great. The price beats what dentists charge for invisible aligners

6 years ago

Reply from SmileDirectClub

Bernie, it's always our top priority to leave our customers excited and informed. Thank you!

Mar. 2nd, 2020

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Verified Customer

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Jessica Bersano

The entire process and experience with the program went well and as explained by consultants.

6 years ago

Reply from SmileDirectClub

Thank you again for taking the time to share a review! We truly appreciate the support.

Mar. 2nd, 2020

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Verified Customer

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Drew Jacobs

My teeth are NOT straight and I so far no one is helping me, they are all just passing me to teh next customer service person.

6 years ago

Reply from SmileDirectClub

Hi Drew, we do offer a re-evaluation to club members that are unsatisfied with their end results. This allows one to receive additional aligners for further alignment to then achieve the results they have always wanted. It should not be a hassle to receive support in a timely manner from our support team. For additional assistance, please give us a call at 800-689-0053. Best, Valerie

Mar. 12th, 2020

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Verified Customer

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Tanisha

It's a painful experience to go through when your teeth are shifting but Smile Direct helped me smile with confidence.

6 years ago

Reply from SmileDirectClub

Tanisha, we really appreciate your positive review!

Mar. 2nd, 2020

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Jackie Cincinnati, OH

BUYER BEWARE! I used smile direct aligners to try and correct a crooked tooth on my lower front teeth and to straighten my overall smile. My first set of aligners came and I was very happy with the ease and limited contact this service provides but just a few sets into my treatment that changed. The aligners are cheaply made and some sets fit well while others are jagged and dug into my gums making them painful and sore it got so bad that I went to change into my new set one day and they simply didn’t fit. I went back and the did a complimentary rescan and in a few weeks I got a new treatment plan with new aligners. I wore every set like I was supposed to and got to my last set and my teeth had not been corrected at all. I went in for a 3 rd scan and they have a new treatment plan for me but here is what they don’t tell you. These can hurt your teeth, I have 2 new chips on my lower teeth because my bite has changed and I think the way my teeth hit has caused this breakage , my gums have receded in several places I think from wearing these everyday for such long hours, I also have a hard callous on my outer gum from where they rubbed everyday and lastly I think there is a crack in a lower front tooth from the stress they put on my teeth. I have declined the next treatment plan which was going to be for 8 months and am going to my dentist to see what they can do to help me. BEWARE they will not refund your money if your problem is not corrected no matter what they tell you in the office. My teeth are worse today 6 months after starting and I wished I had never used this product. I am 51 and during Covid I wanted the limited contact but that was a huge mistake this is an inferior product and very expensive to get no results and no help from customer service. Just be careful when you deal with them they take your money and leave you damaged.

4 years ago

Reply from SmileDirectClub

Hello Jackie, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. We are sorry to hear about your experience thus far, and we would like to learn more. In order for us to best assist, please reach out to me directly at reviews@smiledirectclub.com. Best, Toni

Nov. 24th, 2021

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Ritz511 Greensboro, NC

Miranda and Liz were both friendly and professional. They made my experience very easy and comfortable. I’m truly excited about my future beautiful smile! Rita G.

5 years ago

Reply from SmileDirectClub

Rita, thank you for your kind words and this wonderful review!

Oct. 8th, 2021

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Alexis Hoover Homosassa, FL

I liked how easy the impression kit was! I look forward to seeing how much of a difference there is in my smile and the reaction of my friends and family

5 years ago

Reply from SmileDirectClub

Alexis, we're thrilled to see your kind review!

Oct. 6th, 2021

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Jaclyn Parker Canonsburg, PA

I'm starting to question if Smile Direct is doing something fraudulent. They will not give me the tax ID for the dentist Dr. Isaac P who is supposedly "overseeing" my case and my insurance company will not process my claim for reimbursement without it. The "insurance specialists" at SmileDirectClub who are supposed to be helping me just keeping telling me that my insurance company does not need that information. My insurance company insists that they do need it to process the claim. So beware - if you sign up for Smile Direct, don't expect to get the information you need from them. I'm starting to wonder if Dr. P even exists.

5 years ago Edited October 5, 2021

Reply from SmileDirectClub

Hello Jaclyn, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. It is important to us to always provide a genuine service for our customers. We are sorry to hear about your experience thus far. For further assistance, please reach out to me directly at reviews@smiledirectclub.com. Kindest Regards, Toni

Oct. 5th, 2021

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Teri Charlotte, NC

I’ve had to have 3 impression kits. When I called and said Medium kit # 2 was not a fit; I was promised a Small kit. I was dismayed to receive kit # 2 and it was size Medium-same as kit #1 ! Finally got third kit & got my impressions done. I really think I deserve a price break for the aggravation. I’m hoping the actual process won’t be sloppy. We are paying premium price and expect professionalism.

5 years ago

Reply from SmileDirectClub

Hello Teri, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. It is important to us to always provide convenient service for our customers. We are sorry to hear about your experience thus far. For further assistance, please reach out to me directly at reviews@smiledirectclub.com. Kindest Regards, Toni

Oct. 4th, 2021

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Kenya Cruz Allen, TX

The price and how easy the process is from start to finish. It beats the traditional alternative that is very time-consuming with monthly orthodontics visits.

5 years ago

Reply from SmileDirectClub

Kenya, we really appreciate your positive review!

Oct. 4th, 2021

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Crystal Taylor Allen, TX

My appointment experience went very smoothly. However, I haven't been given an update on my treatment plan. Also, I was given a credit of $150 off my total amount, but not given an update of what my initial billing amount will be (or when it will be) or my monthly amount.

5 years ago

Reply from SmileDirectClub

Hello Crystal, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. We are sorry to hear about your experience thus far, and we would like to learn more. In order for us to best assist, please reach out to me directly at reviews@smiledirectclub.com. Best, Toni

Sep. 29th, 2021

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Rachel Milbury West Roxbury, MA

The customer service has been absolutely incredible, whether in person, on the app, or on email. I have zero complaints! And my teeth are looking great!

5 years ago

Reply from SmileDirectClub

Rachel, your wonderful feedback and rating means a lot to us!

Sep. 23rd, 2021

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Cathy Jericho, NY

I would give zero stars if I could. I had my in-person visit and explained two things. First, that I have a space between my front teeth that I wanted to keep, and second, that have 2 implants that are not moveable. In the week after my appointment, I was looking for the email with the doctor’s proposed plan and 3D image but it dis not arrive. However, I happened to notice that my card was billed for the full amount. Therefore, I logged in to my account to see the proposed plan and 3D image. But the plan and image was not what was discussed because it closed the space I wanted to keep and “moved” my implants. I have to assume that the doctor didn’t t read the notes in my file. I next spent 1/2 hour on the phone to get a refund. Very disappointed.

5 years ago

Reply from SmileDirectClub

Hello Cathy, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. We are sorry to hear about your experience thus far, and we would like to learn more. In order for us to best assist, please reach out to me directly at reviews@smiledirectclub.com. Best, Toni

Sep. 22nd, 2021

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Sylvia Wong Alhambra, CA

Long story short, this experience was terrible. Probably one of the worst customer service expresses I’ve ever had. The representative was unprofessional, condescending, and very rude. I had come in with my sister, and we went into her office together for our appointments. She seemed like she could care less about our experiences.. She sat as we entered, she did not smile, and seemed very disinterested. She made a comment that we did not do our research before coming into the office. Absolutely shocking! She completed my scan, which she did a good job in telling me what she was going to do. She then tried to convince my sister that she did not need her scan done if she was not committing to getting the aligners. When we told her that we wanted to get it done, she finally began the process… After what seemed like 10 minutes. She did not provide my sister the same service as she had for me, and seemed to rush the process. She did not engage in any conversation and kept looking at her watch, almost 10 times total. Terrible! Overall dissatisfied with our experience, and likely will not be purchasing aligners from this company as this representative did not do horrible job advertising for it. By the way, her name is Magda.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hello Sylvia, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. It is important to us to always provide a genuine service for our customers. We are sorry to hear about your experience thus far. For further assistance, please reach out to me directly at reviews@smiledirectclub.com. Kindest Regards, Toni

Sep. 13th, 2021

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Jasneskis Tampa, FL

Should offer option of top or bottom or both. Some patients only need top or bottom done, not both. Price should be half of full treatment. If bottom done, later top could be done if patient happy or vice versa. I only need bottom. This option is not offered and needs to be offered.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hello Jasneskis, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. It is important to us to always provide a genuine service for our customers. We are sorry to hear about your experience thus far. For further assistance, please reach out to me directly at reviews@smiledirectclub.com. Kindest Regards, Toni

Sep. 10th, 2021

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RaShaunda Bowman Waldorf, MD

I disappointed that I ordered on August 13th. I spoke with several SDC reps who were never on the same page. I asked about revisions when I received my first lab and was told it couldn’t be done. On September 6th I expressed my concern for the lack of communication as well as not being approved for revisions when Invisalign was able to correct it. At that time SDC put my plan on hold and said that my account would be reviewed in 72 hours. In 48 hours, (September 9) I received an APPROVED plan from SDC with someone else teeth. I contacted SDC and spoke with 2 different people who were both clueless until being directed to the dental team. Once on the phone with the team I was informed that the email was sent in mistake and they had texted me my new plan. I have asked the rep how long it would take to receive my aligners after being told it would take 3-4 weeks from August 13th to now being told I won’t receive them until September 30th or later. I’m extremely disappointed in how my experience has been thus far and hope to see an improvement made within the company.

5 years ago

Reply from SmileDirectClub

Hello RaShaunda, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. We are sorry to hear about your experience thus far, and we would like to learn more. In order for us to best assist, please reach out to me directly at reviews@smiledirectclub.com. Best, Toni

Sep. 10th, 2021

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Abigail Merrell Bonney Lake, WA

The aligners did fit my teeth but didn’t straighten them the first time around. I requested touch ups and it took months for the process to finally go along. The response times weren’t up to par, sometimes taking up to 2 weeks to reply.

5 years ago

Reply from SmileDirectClub

Hello Abigail, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. We are sorry to hear about your experience thus far, and we would like to learn more. In order for us to best assist, please reach out to me directly at reviews@smiledirectclub.com. Best, Toni

Sep. 10th, 2021

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Audrei Gee Detroit, MI

Smile Direct is a COMPLETE ripoff! When I received my aligners they did not fit… well the bottom ones did but that’s it. Contacted them, kind of got a run around then finally they stated oh well we can set up a video chat with one of our dentist, specialist or whoever was in charge of possibly making corrections so they could see what was needed. No one called. I reached back out and they stated ok we see the problem (I seen in photos as they requested.) Took forever to get the new ones and they were worst then the first pair. Did not fit what so ever. It was like they were for baby teeth. Contacted them again PISSED. Days later someone calls and states that she seen my photos and that the top on is supposed to fit that way! Mind you the top ones didn’t “snap” in place, had a huge space between the bottom of my tooth and the aligners and since the aligners didn’t fit on my teeth properly it caused the top part to cut the inside of my lip. So how can that possibly be how they are supposed to fit? She told me to get dental wax to prevent from cutting… Are you serious? That’s your answer to the whole situation. I kept reaching out and reaching out and reaching out pure silence. This was over 4-5 months ago. They have no problem with taking your money. It’s crazy that I’m still expected to pay when you guys did not provide the service. Out of the whole ordeal I was only able to wear week 1 bottom aligners. Really? Great Job Smile Direct! Not to mention the Quality of the aligners are also trash. I’m convinced 90% of the good views are paid for.

5 years ago

Reply from SmileDirectClub

Hello Audrei, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. It is important to us to always provide a genuine service for our customers. We are sorry to hear about your experience thus far. For further assistance, please reach out to me directly at reviews@smiledirectclub.com. Kindest Regards, Toni

Sep. 9th, 2021

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Annelise soderstrom Kalāheo, HI

It was going really well then I had to get new aligners , called, sent in my new impressions, waited over 6 weeks I finally called back and they never even started making them, and they never contacted me , thank for I contacted them. Now the ball is rolling again. I think they might want to have better communication skills with everyone.

5 years ago

Reply from SmileDirectClub

Hello Annelise, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. We are sorry to hear about your experience thus far, and we would like to learn more. In order for us to best assist, please reach out to me directly at reviews@smiledirectclub.com. Best, Toni

Sep. 9th, 2021

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Whitney Lewis Tulsa, OK

I enjoyed my appointment with smiledirectclub! Bryce made it a wonderful experience. and explained every step that was taken! I look forward to my new smile!

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi Whitney. This is so exciting to hear! We are thrilled about this feedback. Thank you for the support!

Sep. 2nd, 2021

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Jessica Fahnestock Columbia, MO

At first I was happy with smile direct club, then when it came to getting my touchups the communication was extremely disappointing to say the least. When I sent in my new impressions there was a sticker That said I didn’t need to worry about pictures this time, if you weeks went by with no emails or communication when I made a call and realize that my touchups hadn’t even begun to be processed because smile direct club was waiting on pictures… Again, I had no email saying that I needed pictures I even checked my spam and junk folders. When I called back I was hung up on by one customer service representative named Anna another customer service representative couldn’t give me a clear answer so I asked to speak to someone who could help me.It was this gentleman who told me that someone should have sent me an email asking for pictures and that’s what delete the whole process I was then told that there would be a special request made to manufacturers to see if they could push up the manufacturing of my new aligners for my touch up plan and then I would get an email confirming if this happened or not. I received no email so I assume that I’ll have to wait the extra 4 to 5 weeks For the new set. Unfortunately, I’m afraid that these aligners I’ve been wearing for two months now or too loose to keep my teeth in place and I’m afraid my teeth are shifting back I have no idea what to do and no one has been able to help me the last customer service representative that I spoke to told me that I would just have to wait. So again, I was so happy to finally have an affordable option to straightening my teeth with smile direct club but in the end I’ll never recommend you again. My smile has caused me so much insecurity throughout my whole life… In my heart I can’t seem to refer you guys knowing that you might let someone down again, someone who has her heart set on it like I did.

5 years ago

Reply from SmileDirectClub

Hello Jessica, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. It is important to us to always provide a genuine and convenient service for our customers. We are sorry to hear about your experience thus far. For further assistance, please reach out to me directly at reviews@smiledirectclub.com. Kindest Regards, Toni

Aug. 6th, 2021

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Nyeema Thomas Harrisburg, PA

Services and appointment was at a convenient location, an okay wait time, service pretty fast. I just wish I was aware of the cost options in advance rather than SmileDirect wait until the end of my appointment to notify me.

5 years ago

Reply from SmileDirectClub

Nyeema, we really appreciate your feedback!

Aug. 6th, 2021

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Christen Zimmerman Sunbury, PA

Very pushy with trying to get my to buy right then and there when I told them numerous times I wanted to see the scan and length of treatment before committing. My husband had an appointment after which was delayed by over 40 minutes. He never got his prepaid Visa card mailed to him either.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi, Christen. It's always our goal to provide helpful and effective service to all our customers. Please give us a call, and we'd be happy to assist further.

Aug. 3rd, 2021

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Jennifer Ryan Canyon Country, CA

I was promised I'd have a consultation with a dentist to discuss my treatment...but never got the call. They charged my credit card and shipped out my aligners...I followed the return process exactly as they said, but the "window" as to when I can receive my refund has now changed 3 times. When I call, I get promised a return call but I have never received one. I've gotten two identical emails asking for documentation to support getting my refund...but they never respond when I question that...I have been waiting a month for my full refund and keep getting the "polite" runaround by the customer service agents. I do NOT recommend getting involved with SDC. My opinion would change if someone just read this, reached out to me, and made sure I got my refund. Then, they could schedule a phone call with a dentist so I can actually understand my treatment plan before I pay almost $2000.

5 years ago

Reply from SmileDirectClub

Hello Jennifer, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. We are sorry to hear about your experience thus far, and we would like to learn more. In order for us to best assist, please reach out to me directly at reviews@smiledirectclub.com. Best, Toni

Aug. 3rd, 2021

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Dylan Shackelton Stanfordville, NY

After you send in the impression kit, they relentlessly harass you. I'm talking about 2-3 calls a day, 7-10 text messages a day. And more emails than I can keep track of. I told them about 2 dozen times that I am a first responder. That I work 80 hours a week for minimum wage, speeding all over the county responding to 911 emergencies. I need my phone line to be open. And as soon as I have the money, I will order them. Well now they're telling me that if I don't order them by tomorrow, they're going to delete my account. And if I want them later, I'll have to do that whole impression process and everything from the start all over again. Oh, and I never got the cost of the impression kit reimbursed like they said I would when I returned it. I've had enough. They have been such a huge pain, I'd rather save and pay more. And go somewhere else.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hello Dylan, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. We are sorry to hear about your experience thus far. If there is anything we can do to help, please send us an email at reviews@smiledirectclub.com. Best, Toni

Jul. 29th, 2021

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Clydia Hunter Killeen, TX

What I like most about the company is that they're friendly knowledgeable and very respectful to their customers and they respond back in a timely manner.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Clydia, thank you so much for taking the time to share! We truly appreciate seeing this on our page.

Jul. 20th, 2021

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Anansa Clifford Scottsdale, AZ

It was very easy and affordable to get my teeth straightened through smile direct. The process was easy as was getting help. I would highly recommend this company.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

We appreciate your positive words! We're honored

Jul. 14th, 2021

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Lauren M Huntington Beach, CA

I had a pleasant and informative experience at one of their locations and signed up. For whatever reason I’m still getting tons of texts and emails asking me to pay when I already paid. It feels unprofessional. I also received a “document” in jpeg form, that I was supposed to sign.

5 years ago

Reply from SmileDirectClub

Hi Lauren, thank you for rating us. We are so sorry for the inconvenience caused the all the emails and texts you're getting, we want to help you with this, please send us an email to reviews@smiledirectclub.com.

Jul. 10th, 2021

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Rogenda Batayola San Jose, CA

Great service! Everyone was welcoming and informative. It was pretty much straight forward and helps going in person to have most of your questions get answered on the spot.

5 years ago

Reply from SmileDirectClub

Rogenda, we really appreciate your positive review!

Jul. 9th, 2021

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Felix Alexandria, VA

SmileDirectClub feels like a scam. When I walked in for my 3D scan, I was asked if I would agree to be recorded in exchange for a $25 gift card. I agreed. But when the “gift card” arrived, it came with a stipulation that I have to spend $50 for SDC online purchases outside my treatment plan to redeem it. So essentially it was a coupon rather than a gift card. Red flag no.1. The second red flag was when I was presented with purchase paperwork during my “free scan.” Days later SDC attempted to charge my card before I could even review the treatment plan they had designed. But it gets worse. During the scan, I brought up a question — whether I should shorten my front teeth before or after I order SDC aligners — for the remote orthodontist to review and made sure the question was recorded on the intake form. Two days later, I got an email from Dr. Eric Guirguis who said my SDC plan was approved. I replied back asking the same question I asked during the intake. No response. I did not proceed with my purchase and SDC has been relentlessly emailing and texting me about completing my purchase. But every time I bring up the question, I get nothing but crickets… from which I can only assume that no actual doctor or orthodontist looks at your case very closely, if at all. I’m not even sure if Dr. G is an orthodontist as SDC never provided that information. Every sign seems to point to a scam or scammy behavior with SDC.

5 years ago

Reply from SmileDirectClub

Hello Felix, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. We are sorry to hear about your experience thus far, and we would like to learn more. In order for us to best assist, please reach out to me directly at reviews@smiledirectclub.com. Best, Toni

Jun. 30th, 2021

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Steffon Coles Philadelphia, PA

The associate that I worked with represented the company and herself with professionalism. She was warm and friendly, made sure I knew all that Smile Direct had to offer.

5 years ago

Reply from SmileDirectClub

Steffon, thank you so much for taking the time to share! We truly appreciate seeing this on our page.

Jun. 28th, 2021

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sanjay paul Riverview, FL

It was a very welcoming, pleasant and an amazing experience. I like the fact that they never let me feel uncomfortable about my current teeth while scanning.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Happy to hear this, Sanjay! We appreciate that you took the time to share some kind words.

Jun. 23rd, 2021

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Peter Keating Scarsdale, NY

Supposed to finish treatment in May, on my lower I had one front tooth that stopped moving, I put in for a touch up May 5th, I still have yet to recieve my touch up kit. I was supposed to be done with treatment May 28, I’m getting married July 4 and I amEXTREMELY UNHAPPY and UN SATISFIED with this company. I’ve had to waste countless hours via the customer service chat to try and get the new aligners sent… 2 months and still nothing, each time I talk to a rep it’s starting from scratch like they had no clue I’ve contacted customer service 10 times in past month and still NOTHING… I’m sure no one will see this but I am so disappointed with the service. I made the mistake of referring a friend who used my code and yet you guys have no record of my referral and no compensation to me for the referral… My smile is a disaster right now and I’ve come to grips that the $2000 I spent to have a nice smile for my wedding is WASTED! I will be looking for a refund and will follow the proper channels…. I’m sure I won’t get a refund or my my aligners but I’m sure I’ll still be getting my daily emails and texts about purchasing more useless products for a smile that has been ruined… feel free to contact me as I’d love to finally hear something from a rep who cares about customer satisfaction…. Peter Keating

5 years ago

Reply from SmileDirectClub

Hi Peter, We are very sorry for all the inconvenience. Please contact us via email at reviews@smiledirectclub.com and we will do everything we can to assist you.

Jun. 23rd, 2021

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Ryan Alexander Birmingham, AL

Waaaay too many emails. Techs were very nice. 45 min wait but that’s just because they were busy. Once I was seen it was quick and painless. But way too many emails. Like 5-6 a day.

5 years ago

Reply from SmileDirectClub

Hi Ryan, We are very sorry for all the inconvenience. Please contact us via email at reviews@smiledirectclub.com and we will do everything we can to assist you.

Jun. 23rd, 2021

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John Dillard Round Rock, TX

They were primarily interested in getting me to commit by giving them approval to charge my credit card for advance ordering of the aligners. They promised that I would get an email within 72 hours from a dentist or orthodontist about whether I had been approved for treatment and including photos of what my finished smile would look like. However, nine days later I have still not heard from them as to whether I have been approved or not for treatment, only an email saying they are working on it. It has given me the perception that they are primarily interested in getting my money rather than meeting my needs for straightening my teeth, and also that communication with the professionals during treatment would be difficult or impossible and not at all what had been indicated. Very disappointed in this company.

5 years ago

Reply from SmileDirectClub

Hi John, thank you for rating us. We are so sorry for the misunderstanding with the time frame, we want to check on your case and provide more accurate details, please send us an email to reviews@smiledirectclub.com.

Jun. 22nd, 2021

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James Patterson Dorchester, MA

This is the best decision that I ever made. The service is beautiful, fast, and very informative. I totally recommend everyone should visit Smile direct club.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Happy to hear this, James! We appreciate that you took the time to share some kind words.

Jun. 14th, 2021

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Mistye Winston Memphis, TN

Easier and less expensive than my Invisalign braces! I like being able to contact SmileDirectClub directly instead of having to go through the dentist.

5 years ago

Reply from SmileDirectClub

We love providing a convenient option for our customers. Thanks for taking the time to leave us a review, Mistye.

Jun. 14th, 2021

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imRyanLeslie Mesa, AZ

I have never come in contact with such an unorganized company in my life. Just to name a couple issues: They charged the wrong card, there are no direct answers with questions regarding return policy, instead you’re given vague answers that come off as a (take my word for it) and vary depending on who you talk to. There is no communication. The lady at the SmileDirect office where I went to get my 3D scan never told me about the portal I have to sign up for (which you need to move forward), but was more than happy to take my money. Oh, and i’m still waiting for my revised treatment plan that takes “1-3 days”, because the original one they sent me made my teeth actually look worse than before, and had completely different shaped teeth than mine. No worries tho, that was 8 days ago! 🤦🏼‍♂️ What a joke!

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

We are sorry to hear about your experience so far, we would like to verify what the issue could be delaying the treatment plan and most importantly continue working to get you the smile you are looking for, feel free to send us an email to reviews@smiledirectclub.com so we can make sure you get the assistance you need.

Jun. 2nd, 2021

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Christie Morton, IL

Tanya was very friendly and provided excellent customer service! Facility was clean and staff was very welcoming. The process was quick and easy! Highly recommended!!!

5 years ago

Reply from SmileDirectClub

We strive 100% satisfaction and we are super happy to hear about your recommendation.

May. 28th, 2021

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Janine Doyon McCall Cherry Hill, NJ

I have been hesitant to pull the trigger and book the service because I don't understand why if I'm only getting bottoms, I'm paying for both top and bottom braces. I'd like to move forward with the service but I can't justify it. The marketing is also a little aggressive and getting to be a little much!

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi there, thanks for the feedback, this is really important for us, and most certainly would like to clarify the situation for you. Before creating the plan our team in charge takes everything into consideration and if the desired changes are out of the parameters, the plan might be available for one arch only to prevent any unexpected movement, we hope you can understand, feel free to contact us at reviews@smiledirectclub.com for further assistance. Best Regards.

May. 28th, 2021

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Daniel Hardman Houston, TX

Company is great, have great customer service. I appreciate the way they handled me as a potential customer. I think they are changing lives one smile at a time.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hey Daniel, we're delighted to see this!

May. 17th, 2021

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Jayme Giles Seattle, WA

Q was amazing and so nice! She made the process super easy to understand and because of her I have recommended this location to everyone I know. Great work!

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Awesome! glad to hear back from you Jayme, thanks for the high star rating!

May. 16th, 2021