SmileDirectClub
6.6
Overall Score
Travis V TX
First let me tell you that the girl asked way too many personal questions and made me feel really uncomfortable. I know its a sales tactic, I get that point but she was shocked when I started asking questions back. She was controlling the conversation to say at the end so were just going to put a card on file. I had gone to a smile direct club a year in a half or two years prior to see what smile direct was all about, and they had told me that I should replace my front two half fake teeth before I proceed because they might break so I went and did more research. This time I explained to the girl what happened last time she tried to look for my file and nothing was found. She wanted me to give my credit card and I stated I was going to get another opinion just as I did last time and she got upset as if I had to give my card. She told me you already knew what it was going to be like coming in here and everything why did you come? I said excuse me but I dont sit around and think of what smile direct club did almost two years ago and im not going to listen to a dental assistant or someone selling me a pitch and just give them my card. Once I find out if im a candidate I can then know the price and go from there. Isn't this supposed to be a consultation? Why is it pressure on the patient? Thats not right. You guys texted me and told me to go get a free 3d scan and free teeth whitening so I figured let's see how much it is and see if im a candidate but I get a rude young little brat who is pretending to be nice so she can get what she wants from me? Crazy just crazy
5 years ago Edited September 14, 2021
Reply from SmileDirectClub
Hi Travis, thanks for taking the time to share your feedback about your visit, this is really important so we can see those areas of improvement and hopefully avoid them in the near future, we would like to escalate this incident, would you be so kind to send us an email with the same review to reviews@smiledirectclub.com? We want to make sure this is properly addressed as is certainly not what we want our customers to go through. Looking forward to hearing from you soon.
May. 16th, 2021
Unhappy Camper Niles, IL
The person who scanned my teeth did not seem to care for the customer/"patient" at all. He rushed through the whole process, quickly and shortly answered questions, rushed the scan, and then handed me an iPad to tell me to pay. PLUS I was supposed to receive a free whitening kit and he gave attitude and told me "I'll give you one tube" when I asked about it at the end of the visit.
When I asked about how to submit payment online, he went to another room to talk to his manager and then came back and basically pushed me out of the office.
Wasn't super happy with this visit.
The guy who greeted me at the front office was very nice though. Much would have rather had him handle the whole process.
5 years ago Edited September 14, 2021
Reply from SmileDirectClub
We are sorry for the experience you had at the shop, this is certainly not what we want our customers to go through, we would like to report this inconvenience, please send us an email to reviews@smiledirectclub.com and we'll be more than happy to help with that.
May. 16th, 2021
Jennifer Victoria Waterford, MI
Had my exam with Ayana in the Farmington Hills office. She was amazing! Very professional and gentle, made it a very pleasant experience. Highly recommend seeing her!
5 years ago
Reply from SmileDirectClub
Hi Jennifer, we strive for 100% satisfaction, and it's always our goal to give customers an informative and exciting experience. Thank you so much.
May. 3rd, 2021
John LeCornu Coraopolis, PA
The first assessment and aligners I received didn't accomplish the job within the time frame I was told. Not only were the aligners very thin and cheap several of them cracked and key spots pinching my gums tong ue and generally leaving my mouth raw. I went to their office's locally and was set up with another plan. Unbeknownst to me I was charged not only for the first plan but also for the second plan. The second plan did not accomplish the goal either primarily because of the cheap, thin, flimsy aligners cracking in key spots. Overall, I cannot caution consumers strongly enough over these cheap aligners and they're relative ineffectiveness for only but the most minor of corrections. Then I find out after trying to resolve the issue that the company turned me over to a debt collector for not paying the second aligner program. Neither program worked! Overall, I had 18 aligners that were broken or cracked and have photos of all of them. I would not recommend these to anyone.
5 years ago
Reply from SmileDirectClub
Hi there, John. We are sorry for the inconvenience and any delay with resolutions. We will send you an email with all the details to protect your privacy. Thank you for all the patience.
Apr. 27th, 2021
JT Littleton, CO
This company is refusing to delete my card information after I cancelled my account with plenty of notice. I keep receiving emails and texts about how I am approved and how my aligners will be ready soon. I have called and cancelled this account twice and requested that they remove my HSA card. They refuse to remove it so I just cancelled the card. I paid for the impression kit and have no issue with that. I cancelled the day after due to unforseen dental work that needed to be done before having aligners. This company is shady. The customer service has no intention of helping or resolving any issues. When i am ready for aligners, I will not be returning to this company. I will find a reputable business.
5 years ago
Mz_ JazzABelle Gastonia, NC
Not as satisfying. I feel there should be some price adjustments. There shouldn’t be a set price for everyone to pay the same amount because everyone’s treatment plans are different. Some need more or less work than others. I was given a 4mo treatment plan. Which is good but the price is too high for such a short amount of time.
5 years ago Edited September 14, 2021
Reply from SmileDirectClub
I am truly sorry to hear about your experience during your treatment plan, this is certainly not the experience we want you to have. Please contact us at reviews@smiledirectclub.com to further assist you.
Apr. 12th, 2021
Kklly Philadelphia, PA
The ladies at the Smileshop on Walnut St were very informative and personable. They made sure to answer all our questions and explain each step in the process.
5 years ago
Reply from SmileDirectClub
KKlly, thank you so much for taking the time to share!
Apr. 7th, 2021
Tina Hallberg Minneapolis, MN
I had a good experience in the smile shop however it took almost a week to get my result regarding if I am a candidate. Once I got in the app and saw what my teeth would look like as the treatment progressed I was shocked to see that they showed a tooth was missing on my top teeth when I have ALL of my top teeth besides 3 of my wisdom teeth! This scan was done IN the smile shop, NOT an at-home impression kit so how in the world did they miss my tooth?? This will throw off my entire impression and this now sets me back even more as they will need to do new scans. I asked for a refund. I was all ready to take friends with me on this journey on you-tube and my social media. Although customer service helped me get a refund quickly I am Extremely disappointed.
5 years ago Edited September 14, 2021
Reply from SmileDirectClub
Hello Tina, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. If customers have any questions or concerns about treatment, we are available to help with that. For further assistance, please reach out to me directly at reviews@smiledirectclub.com. Kindest Regards, Toni
Apr. 7th, 2021
Kendra Bates , CO
I can not stand this company. I have called in a few times to just get new retainers, that’s all. After sending in two impression kits, I got a call today saying my new aligners were ready to be ordered. I called in to the company again and said that I made it a point multiple times saying I do not want new aligners, just new retainers. The woman I talked to was confused and said there was nothing in the notes about new retainers just the approval for new touch up aligners. Again, this is not what I asked for. Now I have to wait an additional 5 days to put in the request for new retainers which should have been done to begin with weeks ago.
5 years ago
Reply from SmileDirectClub
Hi Kendra. I'm so sorry that it's been such a rough road. That shouldn't have happened. Please send us an email to reviews@smiledirectclub.com so we can better assist you.
Mar. 26th, 2021
Candace Powers Port Richey, FL
If you did not continue to remind me to send it in, I would never of actually done it. Thank you for never letting me forget to send in the impression kit.
5 years ago
Reply from SmileDirectClub
Candace, thank you so much for sharing.
Mar. 15th, 2021
CAG AG Van Nuys, CA
The staff at the Hawthorne location overall was great. They were friendly and helpful they got me in early when I arrived early because I came from a long distance. But the outcome and results of the scan were highly disappointing. I was kind of thinking thank God there was a little incentive with a whitener kit and a $25 gift card for my gas and time because it was a waste. I explain to the technician I wasn't going to answer a bunch of questions about my results from Invisalign and I wasn't going to commit to a pay option because I had gone an Inviselign evaluation as well and wanted to see how the results differed before I chose smile direct in case it was vastly different. Obviously the price point difference is in the thousands I would have preferred to enjoy smile directs opportunity But the end results did not lead me down that path. Even more so the results were so horrible. I could never recommend smile direct. What people don't understand is, ( and not even I did prior to this,) scans will still deliver different results. Because of human interaction and evaluation. If I were to not know the possibilities of complete and perfect smile results I might have settled for smile direct thinking that was the best I could get. But I now know differently smile direct was willing to leave teeth rotated in the wrong direction and gaps which essentially means my teeth would very probably move again recreating the problems I have today. The other company even with trays goes much further to create perfection and health to your smile and keep it that way after.. Nothing is "free". Costs and loss is already built into the average of the price point as a marketing tool that are incentives to get you in. Don't be fooled! There is a very high profit margin. I am 59 I had braces for 6 years when I was 24. The fact alone that I have to reinvest for corrections now was alarming so this time I want to make sure everything is in place properly and I utilise my retainers forever so I do not have to venture down this journey again. That being said smile direct reminds me of one Factor it's all about the dollar not about the patient.
5 years ago Edited September 14, 2021
Reply from SmileDirectClub
Hi. I'm so sorry that it's been such a rough road. That shouldn't have happened. Please send us an email to reviews@smiledirectclub.com so we can better assist you.
Mar. 11th, 2021
Stephanie Rasco Burleson, TX
Great experience going to the Smile Direct in Arlington, TX. Everyone was super nice and informative. Scans were quick and easy. Comfortable atmosphere.
5 years ago
Reply from SmileDirectClub
Hi there Stephanie! It is always a pleasure to assist you. Thank you so much for all the love and support
Mar. 8th, 2021
Adal madera Statham, GA
My experience has been bad, I have gotten calls since the day I was supposed to finish my first treatment, but once my treatment was over I called and asked for additional aligners because my teeth were not straight. They said they would send me a new kit for impressions. I send it back a day after I received them. I been told thru emails of the progress of my new aligners, but I still get calls asking me for the 99 dollar retainers. That I need to order them. To me it seems like there is no communication between one department and the other within the company or why do I keep getting calls if I have not finished the treatment. Also why does it take so long to make the aligners? It's been almost a month and a half.
5 years ago
Reply from SmileDirectClub
Hi Adal. I'm so sorry that it's been such a rough road. That shouldn't have happened. Please send us an email to reviews@smiledirectclub.com so we can better assist you.
Mar. 5th, 2021
Cedric Storay El Paso, TX
Would of been 5/5 but I didn't find out until I already submitted payment that I was approved for my upper arch and not my lower. If I was quoted for a set price for both, why do I have to pay same price for 1?
5 years ago
Reply from SmileDirectClub
Hi Cedric. I'm so sorry that it's been such a rough road. That shouldn't have happened. Please send us an email to reviews@smiledirectclub.com so we can better assist you.
Mar. 3rd, 2021
Keith A. Denver, CO
Everything has happened as it was explained to me. They answer every question and never leave me wondering what’s happening. I highly recommend SmileDirectClub!
5 years ago
Reply from SmileDirectClub
Keith, we love seeing this!
Mar. 3rd, 2021
Travinsky Seay Hahira, GA
Smile Direct Club is horrible! They charged my credit card for the full amount $1950 knowing that their services could not be fulfilled. My son had an appointment at the Atlanta location Jan 21st 2021, 2 weeks later after hearing nothing back I called to see what was going on. I was told that his photos were taken incorrectly and we needed to schedule another appointment. I told them then that I would waste my gas coming back up there due to their mistake. On February 3rd my card was charged $1950, I called in inquiring why and requested a refund on Feb 10; which I was told would take 2–10 days. On February 25th, still refund so I called back only to get I am sorry it will take another 2-10 days. I notified them that at this point I would be charged interest on the purchase that should’ve never even occurred and I was told sorry it’s out of our hands. I request a supervisor and even was rude and unable to resolve the issue other than request the refund again. I asked for proof that it had officially requested and he got offended that I wasn’t willing to accept word of mouth again as I did on February 10th. This is very unprofessional and incompetent.
5 years ago
Reply from SmileDirectClub
We're concerned to hear about this experience, Travinsky, and we sincerely apologize for the frustrations and inconvenience. It is very important to us that we complete everything properly the first time around and address any concerns right away to ensure a smooth experience. We are very sorry this experience did not meet those standards. Please send us an email at reviews@smiledirectclub.com so we may further assist. Kindest Regards, Toni
Feb. 25th, 2021
jennifer giragos Los Angeles, CA
Didn’t like that the scans weren’t done by an orthodontist. They rushed me in and out so fast I didn’t even have time to think. The aligners are not at all clear and they aren’t cut to fit the gum line and look very obvious and uncomfortable. So I cancelled my order the day after I placed it and received an email confirmation but was still charged the full $1950 that I now have to wait 7-10 days to see back. This was a terrible experience and I won’t be recommending it to anyone.
5 years ago
Reply from SmileDirectClub
I am truly sorry to hear about your experience during your treatment plan, this is certainly not the experience we want you to have. Please contact us at reviews@smiledirectclub.com to further assist you.
Feb. 25th, 2021
Not impressed ,
The atmosphere of your NYC 5th Ave location is horrific. There is radio music blaring, I was not even acknowledged for 2min when I first walked in (and there were literally 4 employees doing absolutely nothing but chatting with each other), my scanner was wearing both a mask and a face shield (which is great) - but with blaring music over head (which feels more like a coffee shop or slimy cell phone store, NOT a place I want to drop 2k on dental care) - I could not make out a single thing she said. Trying to make out her muffled voice underneath her mask and face shield while this horrible radio music was blasting made me think that the Smile Club is a slimy dental pyramid scheme that doesn’t care about anything but grabbing my 2k. It’s not a professional environment, the environment invoked zero sense of trust in your business, operations, staffing and therefore product. I would rather pay double for Invisalign than throw money at what feels like a joke of a business.
I also have to say, showing me the “box I’ll be getting before the scan has taken place and there has been any conversation about anything felt like a serious “putting the cart before the horse”.
If I owned this business I would completely revamp my in person locations experience, including the exact process of customer focused staff, an environment that matches the price point and medical nature of your product, and your sales process.
5 years ago
Reply from SmileDirectClub
I am truly sorry to hear about your experience during your treatment plan, this is certainly not the experience we want you to have. Your review means a lot to us, please contact us at reviews@smiledirectclub.com to further assist you.
Feb. 25th, 2021
Gee C. ,
My experience has been great so far! Shakera was my smile guide! She was very knowledgeable and made me feel welcomed. I cannot wait to start my journey.
5 years ago
Reply from SmileDirectClub
Gee, thank you so much for your high rating!
Feb. 19th, 2021
Petra sanchez Buffalo, NY
It was excellent. The way we was treated at the front and inside office was wonderful.. she had a smile on her at all times and very friendly environment...
5 years ago
Reply from SmileDirectClub
This make us smile, thanks for sharing your experience Petra!
Feb. 18th, 2021
Justin Pumilia , NJ
Went into a store got my scan and the tech told me I was one of the best cases that he had seen and that my journey would be short and easy. About a month later I got a phone call asking if I was okay with them sending my aligners. Luckily I had seen their email already and it only showed my top teeth. When I asked why it was only the one, they responded with my teeth we too drastic to fix, so I told them I am not interested in fixing my already straight top teeth. Went to a different company for a second opinion. Long story short I am 2 months into my Candidly better treatment plan....
5 years ago
Reply from SmileDirectClub
Hi there, Justin. I'm so sorry that it's been such a rough road. That shouldn't have happened. We just sent you an email from our reviews@smiledirectclub.com inbox for a better communication
Feb. 12th, 2021
Raymundo Ripoll Miami, FL
I decided to get rid of my gap. So I took a step by joining the smile direct club to do it . It was a bit painful the first few months. and the first aligner felt like it would not fit. But I wore all the aligners they sent on the box. followed everything they said don't smoke cigarettes, don't drink anything hot, and don't eat with them on. ( I couldn't cause the pain in my teeth, I actually lost weight) then the gap closed. I looked amazing. After all that pain I was finally done. Could not be more wrong. then we get the the retainers where you should only wear at night (the problem was that when i would wake up i had the gap again) so i decided to wear it throughout the day my mouth was always in pain if i took them off longer than 3 hours to put them back in i had to build up courage. For the next year I wore two different sets of aligners, the first one cracked and they replaced it for me free. The second one cracked also so i decided to call in and ask for advice on what i should do about my gap and is it normal to have to wear the retainers all day? They advised me that the only way to fix that is after you do the aligners to go to a dentist for advice on how to get rid of that gap and that aligners are only made to temporarily shift your teeth to where they told you it would shift but you need to do procedures to complete the process. My advice to you is to go through your dentist so they can do both the aligners and procedures that need to be done to give you the smile you really want. The aligners might cost an extra $500 compared to theirs but it's worth it because they will monitor your progress. And I'm sure they will provide financing if needed. but if you are looking to save money this is not the way to go, with the 2k i spenk there for nothing now i have to spend more money for other procedures that i didn't think i would need. my advice is go to your dentist before making a 2k decision to see if it's for you. a box cannot advise you on something that important.
5 years ago
Reply from SmileDirectClub
Hello Raymundo, thank you for leaving this review and feedback. We want to make sure we address any concerns and questions that customers have during treatment. Our goal is to help our customers achieve the results they desire and we will do everything within our protocol to help them do so. Please reach out to me with an email at reviews@smiledirectclub.com. Kindest Regards, Toni
Dec. 7th, 2020
anne Hilton, NY
I was offered deal of $1895 for aligners with $200 off coupon at 74.55 per month. They sent a contract for over $2200. I said no that was not the offer. They were rude and said oh well we will cancel then. So, instead, they charged me a second time. So now they have $500 of mine, with no refund in sight. I call and go on their chat every day, each time they said, Oh ill process that today...this has happened 5X. Still no refund. I do not want anymore to do with this company. It seems as though they are careless with other peoples money and do not provide customer assurance. Fraudulant charges made to my bank.
6 years ago
Reply from SmileDirectClub
Hello Anne, this is disappointing to see. One should not have to experience delays during their smile journey. For further assistance, please give us a call at 800-689-0053. Best, Valerie
Jun. 30th, 2020
Brian Heff Dallas, TX
I tried the smiledirectclub system. They did work but now I have one cracked tooth and a crown that popped off. The dentist said it was direct result of improper pressure added to my teeth. Now I get to spend $5000 having them removed and implants placed. Bad part is I'm stuck paying the rest of the treatment to Smiledirectclub, have crooked teeth and now 2 implants.
6 years ago
Reply from SmileDirectClub
Hello Brian, this is very concerning to see. If a club member has any issues during their smile journey that is dental related, one can give us a call to be transferred to speak with our Dental Team immediately. For further assistance, please give us a call at 800-689-0053. Best, Valerie
Jun. 29th, 2020
Maria Muresan Youngstown, OH
What a scam. Buyer BEWARE!! I ordered the impressions kit from my daughter after them saying with our dental insurance once it was paid for I could apply for reimbursement. When I sent the impressions back I authorized my Care Credit Card for the full amount so I could then submit to my insurance. Well low and behold after they cleaned out my bank account (the card I used to order the impression kit) I called them and now have to wait 10 days for a refund, and they would not remove my bank card. They told me my care credit was "declined" so they took upon themselves to charge my bank card, which was not authorized, instead of contacting me to clear it up or get another form of payment. Care Credit said my account was fine there should be NO reason it was supposedly declined, and that Smile Direct was not even on their list of companies that use Care Credit! I would avoid this place at ALL costs they lie!! And just a little side note the one thing we asked them to straighten, they didn't on the smile plan, so I guess it's good we didn't go through with it all the way, that would have been an even bigger disappointment.
6 years ago
Reply from SmileDirectClub
Hello Maria, this is very concerning to hear as no one should feel that we are a scam and liars. One should be very excited to get started with us and confident in the process. For assistance, please give us a call at 800-689-0053. Best, Valerie
Jun. 25th, 2020
EvieLiviStefan Olah ,
We did not have a good experience. We live in Atlanta. Our local Smile Direct is closed until further notice due to covid. She had a very slight over lap of her two front teeth. The aligners moved her teeth, but not in a straight direction, so now the two front teeth are angled and separated but not straight and aligned.
We need a new round of retainers because the first round did not correct any issues. We can not reach the local office and they are not picking up on the 800#. I finally called in using the prompts for new patient and they picked up right away. The only way they will send new retainers is if I pay more money. We havent even finished the 18 months originally contracted and they want more money. So- $85 a month for the last 20 months and we are not any where near aligned. Plus, we would have to do the photos and impressions ourselves cause the Atlanta office is closed. I want my money back but that is never going to happen because of how their contract is written. A total waste of time and money.
6 years ago
Reply from SmileDirectClub
Hello, we are concerned to hear this as we want everyone to love their new smile. Please reach out to reviews@smiledirectclub.com for further assistance. Best, Valerie
Jun. 23rd, 2020
Steve Long Beach, CA
Pros: You will get straight teeth... eventually.
Cons: Low quality aligned that cut into your tongue, cut into your gums, that fall apart quickly. Horrible, repeat, horrible and non existent customer service.
At the end of my 5.5-6 month “Smile Journey” I had significant gaps in my teeth. After contacting SDC through multiple platforms I finally got a helpful person. It took TWO MONTHS to get new aligned. Overall it will take me nearly one year to get straight teeth.
Horrible company, absolutely horrible. They cannot even make their aligned a millimeter thicker so it’s doesn’t cut into my mouth. In hindsight, I would have gone with a more expensive, more customer centric, more comfortable option than this bargain bin approach.
6 years ago
Reply from SmileDirectClub
Thanks so much for leaving us a review, Steve. We are very concerned to hear this and want to get this issue resolved for you. Please reach out to us at 800-848-7566 for further assistance.
Jun. 15th, 2020
chademtra carter Dallas, TX
I called customer service and the employee Franco A. was completely disrespectful, incompetent, and hung up in my face. I started to record the call because I literally asked him FIVE questions and he DID NOT know the answer to a single question... understand that this is far from exaggerated, because you all record the calls and I recorded the call too if you would like for me to send it over. He refused to transfer me to another agent or supervisor that could assist me, and went on to tell me that I’m unprofessional. I am requesting that his supervisor contact me immediately because the lack of customer service was astronomical.
6 years ago
Reply from SmileDirectClub
Thank you so much for the feedback, Chademtra. We always want to provide the best support possible, so we are disappointed to see this and are happy to help with any questions or concerns. Please give us a call at (800)-848-7566 so we can assist. Best, Madison
Jun. 2nd, 2020
Dawn Scott-Barill Gibsonia, PA
I scheduled an in office appointment for the scan. The first thing I was asked was “what brings you in today?” I told her my whole life I had a tooth that was sideways and it always bothered me. I wanted straight teeth. I asked questions throughout the appointment, one being what happens if after 6 months my teeth weren’t straight and was advised the orthodontist would re-evaluate me. So when I got the video of how my teeth would move in the 6 months I wasn’t worried that my teeth wouldn’t be straight. At 6 months I called, they had me go for another scan and then I got the message from the orthodontist that it was all they could do. No more room and they don’t move the back teeth only front 8 which I was told at the second meeting, not the 1st meeting. So total waste of my money. So my warning, what you see in the video you get, is probably as good as it gets and if you don’t like it, cancel quick!!!
6 years ago
Reply from SmileDirectClub
Thank you for taking the time to leave us a review, Dawn. All customers are provided with the benefits, risks, and limitations of clear aligner therapy prior to purchasing aligners. They also receive their SmilePlan which shows the projected movement and results of treatment. We're concerned to hear this and are happy to help answer any questions or concerns you have. You can reach out to us at (800)-848-7566 if you need assistance. Best, Madison
May. 6th, 2020
mark Las Vegas, NV
This has been a horrible customer service nightmare. It started as I approached the half-way point and I contacted the company stating that the bottom aligner, instead of straitening my teeth, was beginning to buckle. I was told all was going according to plan. I continued the process wearing my aligners always except when eating. I am certain I have worn them more than 22 hours each day.
Mid-way through the program I send the pics that were requested, and I once again mentioned the problem with the lower aligner and the buckling. I stated that teeth simply weren't moving. I was once again told that everything looked fine.
When it came time to put tray number 15 on my lower teeth, it was clear that there was no way it was going on. My teeth looked nothing like the alignment of the tray. I contacted again, was told I was speaking to a dentist who requested pics. I sent pics and was told that they would wait until the end of the next set of trays to determine if there was a need to reevaluate the plan.
Then the coronavirus happens: I contact the billing company to discuss freezing payments until my household gets back to work, or unemployment starts. I was declined. I then went to the payment site and was able to change my next due date to an additional 30 days. I received and email confirming this.
I checked back and the date was changed back to the original due date. I also noticed that the option the change the due date no longer existed.
I contacted the billing company and was told date changes must take place over the phone. I sent a copy of the confirmation email regarding the change, and they have not responded.
Crooks! Crooks! Crooks!
DO NOT USE THIS SERVICE!
6 years ago
Reply from SmileDirectClub
Thanks for leaving us a review, Mark. We're disappointed to hear about this and would be happy to help with any concerns. Please give us a call at (800)-848-7566 if you still need assistance. Best, Madison
Apr. 21st, 2020
Ginelle N. Miami, FL
They have polite customer service representatives; besides that, I don't have a lot of great things to say. I was so excited to try the aligners and get my smile direct box. However, my first set of aligners didn't fit. I immediately contacted them and after waiting a week for a response, I was simply told to move to your second set of aligners.... which also didn't fit. After about a month of getting a run around and simply getting the reply of try your next set and so on, I asked for a refund. I sent my order on February 24, 2020 to the company. I was told the refund would be processed in 5-10 days. Still waiting.
As someone who works in customer service, I would recommend to not give customers a run around. I contacted individuals and was told something different each time. There was no consistency, and no one followed up with me (until the end). If someone would have just genuinely heard me out, I probably would have stayed as a customer.
6 years ago
Reply from SmileDirectClub
Hi Ginelle, no one should feel that they are being given the run-around and not being heard. Instead, club member's issues need to be resolved in a timely and respectful manner. We do not like to hear that one is having to wait a long time to be assisted, as that is not what we are about. Once given a time frame, assistance should be provided as the club member is expecting it. For additional assistance, please give us a call at 800-689-0053. Best, Valerie
Mar. 17th, 2020
DUC DANG Denver, CO
im writing cause i dont want no one else to go through the same thing that i went through as well.
ok first of all i want to say that i was really excited to go and get these aligners cause it was 1800 and i was gonna get a great smile. "wrong"
first of all i went to smile direct got my teeth scan. i was told to pay in full and never see them again after i get my aligners. ok so they got everything down cool. "wrong"
i waited a month for my aligner to come and when i place it on my teeth the top fit perfectly. my top teeth is straight dont need correction at all by the way. and when i went to put the bottom teeth in it didnt fit at all. the aligner was bigger teeth. so it was clearly for someone else teeth. i email and called them so many time after that. i wanted to get my bottom aligner.
what was crazy is that they told me i had to wait again . so i continue to wait. and let me tell you it was not 1 week or 2 . it was more like 2 months . i shouldve been priority i should not have waited. it was not my fault that smile direct mess up on the order. and they say it happen. well get your system up correctly and it would not happen.
well it took a long time for me to get my bottom aligners. which was the one i really need. i waited for 5 months. and when i email them and called them to get some type of compensation for being 5 months late this ashley b and cindy c both say they cannot do nothing. like are you serious running a scam business. why did i have to wait 5 months?
long story short. i got my new aligners and it was cutting my bottom gum it was hurting so bad i called the company. and they told me to fit week 2 in. like what are you serious? 1st week hurt like hell you want me to put week 2 in . NO! im good.
i called to get my money back and they gave me the run around and waited on my to talk to a manager for 2 hours.
6 years ago
Reply from SmileDirectClub
Hello, the time frame for orders to be created and shipped out is currently 3-4 weeks from the date it was placed. No one should have to experience long delays with their package especially when the aligners do not fit correctly. If you need any additional assistance, please give us a call at 800-689-0053. Best, Valerie
Mar. 11th, 2020
corky Gig Harbor, WA
The only good point I can make about this company, is that the out of country call center they use have very friendly people. The liners don't work!! I thought it was just me, but I have spoken to 4 people that I work with have had the same experience. You get up to month 5 and then the liners don't fit any more (because they have your teeth straight by that month, and they actually have never moved). So you call and it starts a long process for someone to believe you ( sure a stall tactic). Once you complain enough they start you over and guess what??? At month 5 they don't fit any more, because your teeth haven't moved. They actually make all of their decisions to send new liners or not by you sending photos, no one looks at your teeth unless you push it.
It is a scam, don't waste your money.
6 years ago
Reply from SmileDirectClub
Hi Corky, when one has fit issues or are not satisfied with their end results, they can speak to a member of our Dental Team for the next steps. The photos along with one's detailed concerns are reviewed by the doctor overseeing their case to determine what is best moving forward. Every club member is very important to us and we take their oral health very seriously. We can be contacted at 800-689-0053 for assistance. Best, Valerie
Mar. 11th, 2020
John Madara Huntingdon Valley, PA
Horrible aligners. I thought it was a good idea to save money because the cost is so much less then everyone else. During my program I had multiple aligners that would crack within a first few days. Friends who actually had invisiligners had aligners that were much sturdy and well made. Most of the ones that I received were flimsy. After I was finished treatment I waited for my retainer which never arrived.
I contacted smile direct after a month of waiting because by now my flimsy aligners were almost gone and asked for my retainers. Customer service told me my retainer didn't pass quality audit and would that they would order another...which would take 5-6 weeks. I asked if I could have another set of my last aligners because the ones I currently had in were so old and cracked and she said it wouldn't matter because they wont be ready until 5-6 weeks either.
I received my retainer which took about 2 and half months and my teeth had shifted so much I couldn't wear them.
I again contacted Smile Direct and they said I can have start the program again at no cost.
The new aligners arrived and seem much more solid. I was actually impressed....Until I got to Month 2. The first week of of Month 2 the aligners didn't even look like part of my program and wouldn't line up anywhere near my teeth. I checked the week after and the bottoms fit perfect but the top were cracked out of package.
Horrible, Horrible experience and now will probably have to pay more money to go to a real orthodontist or just not bother having my teeth fixed.
6 years ago
Reply from SmileDirectClub
Hello John, this is very disappointing to hear. We deeply care about every club member and we want nothing more than for one to have an exciting, smooth journey to their new smile. No one should have to experience multiple fit issues, please give us a call at 800-689-0053 for further assistance. Best, Valerie
Mar. 11th, 2020
David Hsu Santa Clara, CA
Do NOT use smile direct.... for multiple reasons
It’s been nearly 4 years.
Now my teeth are finally straight after multiple mix ups, delayed and broken trays.
But... now they want my credit card info in order to send my retainer when I’ve already paid in full!?
They’re saying they won’t / cannot override the system... which is BS
In an age of cyber attacks and data breaches, why in the world would I want to unnecessarily give personal information?
I urge the smile direct compliance and legal team to answer this ASAP...
So, for future potential customers. Just know that even if you pay in full. They will still require your credit card info and in fact hold your retainers hostage if you will not provide it. Which they are doing to me now. Have talked with 3 levels of supervisors and the legal and compliance team will not talk to me.
Also, the plans vary depending one which ortho gets assigned to your case. You never see a dr in order to get cheaper trays and they save on overhead. But.... some of these plans are terrible and probably initially computer generated so make sure you review them.
6 years ago
Reply from SmileDirectClub
Thank you for taking the time to leave us a review, David. Due to limitations with our payment processor, we're unable to place any orders without an active card on the account. Regardless of an order is free, this is something we're unable to do at the moment. We would be more than happy to help with any questions or concerns, so feel free to give us a call at (800)-848-7566 so we can assist. Best, Madison
Mar. 5th, 2020
Antwna' McRae Hialeah, FL
My experience with SmileDirectClub was wonderful. I had a great time, the lady working on me was named Cassandra she help me with all my questions and concerns.
6 years ago
Reply from SmileDirectClub
Thank you so much for your positive comments about SmileDirectClub!
Feb. 25th, 2020
Mark Hayes Eugene, OR
Great product, was able to straighten my teeth even though they were in very bad shape. The price was the lowest and the service was amazing, Thanks SDC!
6 years ago
Reply from SmileDirectClub
Hello Mark, we are very happy to hear this! Thanks so much for the kind review.
Feb. 21st, 2020
Alex Glazier Ann Arbor, MI
I will just start by saying that I am furious with this company. And I have a lot to say. When I first started, in October, the aligners were VERY painful. However, my teeth were being moved, no biggie, I sucked it up. Pain eventually went away. A few months in, I began to notice that my bottom teeth weren't straightening at all, in fact I think they got more crooked. I sent a very detailed email, including photos, to the dental team. After a (very) long time, they finally replied, asked me to send them pictures and explanations, all of which I did in my first email, but whatever, I did it again. After another (very) long time, they replied saying I needed to go in for a rescan to start my reevaluation process. I scheduled a scan for the very next day and thought my troubles were over. LOL. I went for my scan. The next day (at 3 am) they emailed me saying I needed a rescan. I called. They told me oh no, that must have been a mistake, your scan is right here. The next day, another email, saying I need a rescan. I called again. Still no reason that I need to do a rescan, but apparently I do. So whatever, I go back. Nobody knows what was wrong with my scan, to this day. A week after my second rescan, I call to check in, since I'd heard nothing. They inform me that they just received my scan the day before (so 5 or 6 days after I took the scan). I was mad, but it felt like progress, so whatever. A week after that, I heard nothing, so I called again. They assure me that everything is going smoothly and they have my scan. LOL. A week after that call, three weeks after my SECOND rescan, 4 weeks after my first rescan, 2 MONTHS after I first contacted them about a reevaluation, is today. I called again. What did they tell me on the phone today? That I need a rescan. Nobody knows why. Nobody can give me any genuine information. Nobody was even going to email me telling me I need a rescan. The best part? I can't switch my aligners during the reevaluation process, or they will move before I get them. So I've been wearing the same one for two months now. If anyone is still here, thanks for reading my rant. Don't do SmileDirectClub. Ever. Only giving one star because it wont let me give 0.
6 years ago Edited September 14, 2021
Reply from SmileDirectClub
Hi Alex, thank you for taking the time to leave us with this review. We are concerned to hear about this as we are dedicated to providing the best and most comfortable experience to all club members. In order for us to better assist, please reach out to us at . Best, Jeffrey.
Feb. 21st, 2020
Elan Edwards Broomfield, CO
Worst customer service I have ever experienced. The first aligners didn't work and I tried and tried to get the issue resolved. They wouldn't get back to me and finally gave me bogus emails. Eventually they allowed me to get additional aligners and said they would ship within 3 weeks. The aligners took over 2 months to get to me! My teeth had begun shifting back.
I could go through pages of issues I've had with this company including the customer service and the product. At the time of ordering I didn't realize there were other teeth straightening companies out there. Do yourself a favor and go with any other company. You will regret going with Smile Direct. I do.
6 years ago
Reply from SmileDirectClub
Hey Elan, and thanks for the review. In cases where a customer has aligners that don't fit properly, we can typically assist by offering replacement aligners or offering the option for a new 3D scan or Impression Kit. I will be reaching out via private message so we can speak more about this. Best, Thom
Nov. 6th, 2019
Pina Tondo Goshen, NY
Horrible!!! My son and I visited the smile direct club in Rockland .. I provided the down payment of $250.00 in the initial pay of $81.90 My son received the first treatment. Ive provided the Smile Direct with my insurance card which stated will mail an invoice. Later, I learned the Smile Direct was using my FSA debit card not my insurance card to pay monthly . Plus added a collection agency to boot now. The wrong prescription mail to my son too. I spoke with an insurance specialist finally email me an invoice - my insurance to pay - instead SMILE DIRECT stealing funds from my FSA account and having a collection agency collect the same time - illegal
6 years ago
Reply from SmileDirectClub
Hi Pina, thank you for taking the time to leave us with this feedback. We are concerned to hear this as we want to help customers to the best of our abilities and provide them with all accurate payment options. In order for us to better assist, please reach out to us at . Best, Jeffrey.
Jan. 29th, 2020
Karren Kukral Dyer, IN
I only needed lower aligners. Got them quickly. They were poorly made. Had to file and/or cut with scissors nearly every aligner. I was close to finishing my treatment so I ordered retainer. My 3 bottom teeth were all that needed to be moved but of course the whole lower teeth had to be shifted to make room to straighten only 3. That did not happen but I was not biting down on crooked teeth so it was good enough. I got my retainers but they were clearly not for my mouth. I did not use the top aligners as My top teeth were straight and I was in the process of getting an implant. My retainer had that missing tooth and bottom did not fit. I went ot Orland Park, IL store. I was told I could get new aligners to make my lower teeth better. This process started on October 8. I received the new aligners on December 27. In the meantime, the last aligner I had been wearing cracked in half. I called several times. No one seemed as concerned as I was about my teeth moving back. I was terrified and could not sleep because of that. Now the new aligners look perfect. The 1st of a 3 month plan was a perfect smile. If I had that I would not need new aligners. They would not fit on my teeth. I took pictures of my aligners and my teeth that have gone back to the original crooked position and returned the aligners to Orland Park. They did offer to take a new scan but I am done with this scam. I am more calm about it as since my teeth did move back I don’t have anything more to worry about. Customer support is now asking for more pictures. I am left with a loose tooth so not willing to start over again. I have turned this over to the Better Business Bureau. I hope they will be more successful than I have been. I want a complete refund. I did check reviews of this company before I started process last April. I guess they were new enough at that time. When I reported to BBB there were over 1100 open complaints with the same issue I had. SDC takes new customers money and then moves on without take care of current customers. My dentist referred me to an orthodontist who does aligners. I need time to recover from this fiasco. Buyer beware.
My request has been denied for a refund. This was the worst experience I have ever had and you can bet I will post this far and wide about how Smiles Direct took advantage of a senior citizen. No accomodations were ever made to try to get the correct retainer and it took 3 almost 3 months to get new aligners. I am thinking of taking legal action. I am back where I started with $1750 out of pocket and a loose tooth. Great reputation they have. They will soon be out of business when their fresh source of suckers run dry.
6 years ago
Reply from SmileDirectClub
Hi Karren, thank you for taking the time to leave us with this feedback. We are concerned to hear about this as we want to help all club members achieve their predicted results without concerns. In order for us to better assist, please reach out to us directly at . Best, Jeffrey.
Jan. 9th, 2020
John Ferrara Bronxville, NY
I was over the top excited to try this company after I was referred to them. I booked a consultation at their Brooklyn location on Atlantic Ave., and despite their numerous reminders about my appointment, when I arrived during my lunch hour, I was told that they were a hour behind and to take a seat and they'd be with me when they could. I had to leave to get back to work and when i reported this to Smile Direct i got no response, only more spam mail. If you decide to use this company, avoid wasting your time going to one of their locations, especially if you don't have hours to spare, and good luck getting a response from them. I am now researching other companies to use to get this done.
6 years ago
Reply from SmileDirectClub
Hi John, thank you for taking the time to leave us with this feedback. We are concerned to hear about this as we want all SmileShop visits to be timely, fun, and informative. I will be passing this along to our shop team and if we can be of further assistance, please reach out to us directly at . Best, Jeffrey.
Jan. 8th, 2020
Sean Fort Lauderdale, FL
iit's now going on 10 weeks to get my aligners that were said to be shipped to me in 3-4 weeks. I am never one to leave reviews but please do you research. There are some that had great experiences but there are many that had horrible experiences once their initial aligners no longer fit. Had the same experience as most. Had to get a new pair of aligners because my plan didn’t fit after 3 months. Got a revision in the middle of October and it’s been almost two months and I haven’t received the new aligners. Not sure if I will ever get them or if they would fit. Will have to go to another company
6 years ago
Reply from SmileDirectClub
Hi Sean, thank you for taking the time to leave us with this feedback. We are concerned to hear about this and would like to help in any way we can. I will be reaching out via private response to further assist. Best, Jeffrey.
Dec. 20th, 2019
C Corpus Christi, TX
This review is specifically for the customer service call center and not the smile shop we visited or any products.
I excitedly hopped on board with SDC as a Christmas present to my mom who has always expressed the desire to have straight teeth (her bottom teeth are overcrowded). I should’ve known something was up when the “free appointment” asked for my credit card to ensure I wouldn’t flake.
I also made an error in booking her appointment, the entire time I claimed I was making this appointment for someone else, and I was the customer. When I called customer service to request to cancel the Smile shop appointment I made with error, I was told I was not an authorized user.... even though it was my name as the customer and my credit card being used for booking.
The “customer service” representative was incredibly rude and would simply say “you’re not authorized” which made no sense since it should’ve been on their file that I was the customer making the appointment for someone else. She went on to argue with me for a good minute before sitting in silence as I called out the idiocy behind their lack of service to the customer before I finally hung up.
Only to come to find out after having to rearrange her plans so we could make the appointment I had scheduled (because remember I’m not authorized to cancel it) the appointment had been canceled by the representative who had told me I could not do that.
I’m skeptical to allow my mom to move forward with a treatment program that has so many terrible reviews of customer service for a product that is supposed to be shifting your teeth. Feels more like the customer is just an afterthought.
6 years ago
Reply from SmileDirectClub
Thank you for taking the time to leave us a review. We take privacy and security of account information very seriously and are HIPAA compliant. Because of this, we're only able to discuss account information with the account holder and cannot discuss any details unless the user is authorized by the account holder. We would be happy to help with any concerns, so please don't hesitate to email us at so we can assist further. Best, Madison
Jan. 2nd, 2020
Matthew Holm Lynnwood, WA
Same old story as everyone else. 4 months into my first set and my teeth were not aligning with the trays and there were massive air gaps. Keep in mind I was being hardcore and meticulous with the process.
Got my new 3 month plan after 2 months of waiting. Put them in and immediately could see the notorious air gaps that plague me. I gave it a month in hopes of seeing improvement but the gaps only got worse. Teeth weren’t following trays either. Sent new pictures of round two of same problems and they dismissed my concerns and said to continue the process.
Here I am with my last 2 week trays of a 3 month remold and the same exact problems exist. My two crooked teeth in the front are still crooked and the air gaps between my teeth and the trays never resolved or filled no matter how much I use the chewies. Thanks for taking my money and not following through SmileDirect. Guess I’ll get my new remold trays in 3 months and probably deal with this process of not fitting again.
6 years ago
Reply from SmileDirectClub
Hi Matthew, we are concerned to hear about your experience and want nothing more than for all club members to love their new smile at the end of their smile journey. To better assist, I will be sending you a private message. Best, Valerie
Dec. 26th, 2019
L klein Villa Park, IL
The concept is great. Now, 1.5 years and 4 treatment plans later, I wish I would have gone with another company.
My teeth were not terrible but regressing from a jaw break after a car accident in 2003. I started my ‘smile journey’ in September 2017 and it was to last 6 months. My teeth were not adequate after the first treatment(understandable given the convenience) and went on for another 3 months treatment plan. During that time, SmileDirect aligners created a gap. It has now been been 8 months with a total of 4 plans to date. I have currently been waiting for aligners since early September (it’s December). Their customer service is non existent. They put people who break aligners or who’ve had multiple plans or bad experience at the back of the line.
I have currently been wearing two week aligners for 4 months yet they won’t expedite my recent treatment plan. Side note- I was sent a set in late October that FedEx lost and they still choose not to speed up processing new ones. I was told November 11 it would be 2-4 weeks but when I called today they arw still in process with no completion date in site. They also said that at the end of November the wait time increased but didn’t share that with me.
There are plenty of other crummy details to share but don’t have time or room. Overall a bad experience.
6 years ago
Reply from SmileDirectClub
Hi L. Thanks for taking the time to leave us a rating. We're disappointed to see this, but we appreciate all feedback. If you have any details you would like to add, I will be reaching out via private message. Best, Thom
Dec. 18th, 2019
Janet Beller Las Vegas, NV
Like others, I would not give them any stars if it was possible! I did the impressions, and got an email saying I was approved. What they didn't tell me was that I was only approved for my upper teeth! And I still paid full price! I sent them emails asking why I hadn't gotten the aligners for my bottom teeth, and that's when I found out about not being approved. One "customer service" person told me I had to a call them to get answers. Another told me I was only approved for my upper teeth. Am still waiting on a reply to my question as to whether or not I will get a half refund, since they only approved my upper teeth. In my experience so far, this only works for people with minor need of adjustment.
6 years ago
Reply from SmileDirectClub
Hey there Janet. Thanks for taking the time to leave us this review. We are upset to hear about this experience and we'd like to help. I will be reaching out via private message to discuss this further, with you. Best, Thom
Dec. 18th, 2019
Nikki Brookfield, WI
NOTHING BUT A HEADACHE !!!
The first problem I had with smiles direct was I lost a liner and called to order it and it never came ( takes 4 weeks for replacement) I called and the order was NEVER even placed! So they re- ordered for me ( ANOTHER FOUR WEEKS) and they NEVER came AGAIN! Called them and AGIAN they NEVER ordered them!! So they reorders AGAIN, this time they did finally come FOUR WEEKS LATER!. Went on my way with my 6 month journey only to not have my teeth be completely straight After six months so I stated a “ revision” which is 3 more months of liners ( took 2.5 months to get the revision ) however the first set didn’t fit ! So I had to wait two more two more months for the new revision and that set didn’t fit either!! I’ve been wearing the SAME liners for 4.5 months now !!!! And now I have a huge gap between one of my back teeth that constantly bleeds!! . I see that smiles direct Supposedly answers these reviews and contacts the reviewer, I wonder how true that is and can’t wait to find out because so far they have done NOTHING for me!!
6 years ago
Reply from SmileDirectClub
Hi Nikki, thank you for taking the time to leave us with this review. We are concerned to hear this and would like to help. We did experience a high order volume in all order types prompting delays but we are working to catch up on all orders. I will be reaching out via direct message to further assist. Best, Jeffrey.
Dec. 11th, 2019
Holly M Monroeville, PA
Total run around regarding my retainers. I am so disappointed after my diligence during my 6 months of aligners that all my hard work if going by the way side because it’s now been over 4 months that I have been waiting on properly fitting retainers. I have had 2 sets shipped to me after extremely long delays that did not fit. Now I am awaiting yet a third pair after having to get rescanned again! The latest update to me today after I have expressed the urgency to get my order expedited is : We recently had a significant increase of retainers orders and a small set of retainers orders ended up being delayed. At this point, yours were caught behind in the queue. We do apologize and will be able to get them to you shortly. That is unacceptable Smile Direct!! You people have zero regard for your customers! Please anyone reading this, find a more reputable company!!!!
6 years ago
Reply from SmileDirectClub
Hi Holly, thank you for taking the time to leave us with this feedback. We are concerned to hear this as we take pride in the care and assistance our customer care teams provide. In order to better assist, we will be reaching out via DM to help. Best, Jeffrey.
Dec. 11th, 2019
Betsy
After my dazzling appointment/scan where everyone was helpful and smiling, my aligners arrived. They were poorly made, always requiring refining with a nail file. The third set was awful, with the aligner sticking straight out by the molars and slicing my tongue. Customer service wanted a picture. Hard to take a picture of the dark back of your mouth with one hand holding the camera and the other holding a flashlight. At that point started reading reviews and there were hundreds - most of them bad. I returned it all lock, stock and barrel. Fortunately it was well within the 30 days. Even so, I sent them the tracking number and notified them every day of the tracking progress. When it arrived, I sent an e-mail asking when I'd receive my refund and they claimed that they couldn't find the package. I sent them screen shots of the proof of delivery and the name of the person who signed for it. I DID get a refund, but after reading the reviews, I think had I not constantly followed up and made sure I had that proof of delivery, I would still be waiting. Maybe not. I have Invisalign now. Way more money, but they fit and I don't have to make adjustments with a nail file. Smile Direct sinks all their money into marketing instead of a quality product.
6 years ago
Reply from SmileDirectClub
Hello Betsy, we are disappointed to hear this as we take pride in the attention that our customer care team devotes to all communication efforts. Thank you for sharing your valuable feedback. Best, Valerie
Dec. 10th, 2019
