SmileDirectClub

They sent us the wrong aligners for month six of a seven month treatment plan. I have called, fb messaged, and emailed this company too many times to count. In September they said the correct aligners would be shipped in seven to ten days. It is now December and we have no aligners and they will not refund our money. We are still being charged every month for a service we do not even have. Save yourself the time and money and go another route. You will be thankful you did.

Read these reviews! Go to another company! Wish I had read reviews before I invested. My story is the same as everyone else’s. Terrible customer service and still crooked teeth. First six months of aligners did not complete straightening my teeth so I did another scan. Now six months later after the second scan, I’m still waiting on a new set of aligners, paying monthly for NOTHING and keep getting the run around on why new aligners are delayed. It’s a scam and total BS! There’s no way after six months of wearing an old worn out ripped up aligner that if a new set is actually ever shipped that they might even fit.... horrible horrible scam and still crooked teeth!

Buyer beware. Great brand promise, huge disappointment in delivering on that promise. I'm on my third series with Smile Direct Club, with huge delays in production and responsiveness between each updated set of trays, and lack of real customer service. Despite a very simple treatment plan to close a gap in my two front teeth (had braces as a teenager). You can't ever speak to a qualified dental person. It's clear the company cares more about making the sale/customer acquisition than actually fulfilling on existing customers.

Poor product, insufficient service, inaccurate predictions. My very first attempt was in March, when my first shipment of aligners arrived. The Month 1 Week 1 aligners would not fit and they sent new aligners. The new shipment did fit, so I started the new Month 1 Week 1 aligners mid April. I finally started treatment in April and it was supposed to be finished the first week of August. Treatment went well for 3 months. I started the last month of aligners on time, but they would not go on my teeth at all. Seemed to be a production error, but they said my teeth weren't moving as expected. They sent another impression kit and I sent my impressions off to them the day after I got the kit. At the point when I sent the molds off I had been in old aligners a couple weeks past when I was supposed to be. They made and sent new aligners which I received about Aug 19th. This means that when the new ones arrived, I had been over 6 weeks in those aligners that were supposed to be worn for 2 weeks. The new aligners also didn't fit (newest Month 1 Week 1...). They said skip to the next week (M1W2), those were okay. When I switched to the next week (M1W2/3) they were as bad as the first week set that they told me to skip. They said it appears to be a production error and that they would remake new ones from the molds they already have, and send them. August 30 they said they'd send them out ASAP. Now it's Oct 24 and they've not yet sent them out to me. So, I'm wearing the same aligners since about Aug 19. To state succinctly. My treatment was supposed to be completely finished the first week of August. Instead I've been in the same two sets for over 3 months (they are supposed to be changed each 1 or 2 weeks, as directed). I'm in these as I wait for my 4th shipment, their 4th attempt to get it right. In reaction to my complaints, they gave me a $100 discount and did they'll give me free retainers at the end of treatment. This was a month ago. I called again today and told them if they are unable to give me a shipping date, I'd like a refund for what I've already paid so that I may obtain treatment elsewhere. They said someone would contact me about closing the account within 3 business days. I came here to find a better company. I read some other reviews and am frustrated to hear they will require a retroactive NDA to issue a refund. I thought I'd better write this review ASAP so maybe a few people will be warned. Go with a different company.

where to begin.... lets see, i had to do 5 impression kits nefore the realized my impression trau was too small. so i was making $80 payments for 3 months without my aligners. after my 6 month treatment, my teeth were still not straight. i requested a re evaluation, was denied my first time. it took me calling 3 times crying and begging to finally get approved. i am on my 6th re evaluation set of aligners. its been 2 years and im still wearing aligners. lol 6 months my a$$! i followed the program, i was responsible, and still did not get the results i wanted. so its been over a month and im waiting for my 6th re evaluation aligners. this company will never reach out to you, the only time i get an email from them is reminding my about my upcoming payment lol terrible customer service, quite frankly a scam as far as im concerned. beware!

Used this company and was very disappointed that they tout they have a team of dental professionals there to help and a licensed doctor treating you. When I ran into problems I asked if my doctor could look at my case, I had damage to a tooth and I was scared. They told me I could not be in contact with my doctor nor could I have their license number as proof that a doctor was actually treating me. I then was helped by a number of RDA’s who also refused to provide proof that they are licensed. Pretty sure this company is a scam. I asked for my money back, they didn’t execute what the 3D model I approved at the beginning said my teeth would do, I had a tooth break under their care, they refused to provide me with proper identification, and to get a refund I would have to sign a release form freeing them of responsibility!! No way, I’ve never signed an NDA but many aspects of their release form were disturbing with such things as removing social media posts that were negative and also removing reviews that were negative, just crazy. Almost a year for an original 5 month plan, 3 “refinements” as they call it, and lots of pain. Later I find out that they couldn’t ever move my teeth the way they said they could, I needed attachments to rotate teeth, I don’t know why they would predict they could and deceive me, terrible experience.

Terrible customer service. I would give 0 stars if possible. My liners were not properly made and cut my tongue and cheek because the left lower side was loose and almost flat instead of cupped around my teeth. After just a few days of wearing week 1 I called customer service, sent in the pictures they requested and then began the run-around. Over the next few weeks they kept telling me my assigned dentist hadn't reviewed them yet. That didn't stop them from charging the monthly payments to my credit card even though I didn't have proper fitting liners to wear. I finally sent the defective liners back and asked for a refund. They offered me a partial refund, charging me over $200 for the liners I had tried to wear that cut up my mouth. I refused and asked to speak to a manager. It's been two months of more email run-around and still no refund and haven't yet got to speak to a manager. I see from many of the other reviews I am not alone in my frustrations with their poor customer service.

Terrible customer service throughout the process and even in to when you need retainers. They have a call center out of the country (Costa Rica) so you are challenged there in having the rep escalate an issue to anyone that has any power or authority (that's at the TN office), instead they just keep saying, "what can I do to make you smile today." Trying to get a manger to help is like winning the lottery and when you do find one and get their information for the future when you have issues, and you will have issues with anything from broken trays to broken retainers that show up that way, to things just not showing up, that manger ends up leaving. This company needs to work on their customer service skills and customer service process. It's a mess!! I've had to do all the work myself to make sure I get the results I want. Other then 3D print them myself. I am all for a deal but now I look at all the wasted time and stress and know the few hundred dollars I saved over other companies aligners is just not worth it. I think they just expect you to not hold them to the deliver times they tell you and because they have become so popular their turn times are terrible. So if something is wrong with your aligners don’t expect to get a new one for 3-4 weeks there for pushing out your results a full 3-4 weeks. Such potential, but they need a revamp of process, procedures and customer service.

Buyer Beware! They are absolutely horrible. Worst customer service I've ever experienced. My son really wanted to try these. Everything was great until we got to the last set and his teeth were not where there were supposed to be. We went into the store to get new scans. 2 weeks later, we got an email that they could do no more. So, we ordered the retainer. My son was told to continue wearing his last aligners until the retainer arrived. That was in June and it's now October. I have called 7 times and I keep getting lied to about them being shipped. They have given me every excuse in the book. I give up and want my money back. My sons teeth are back to the original state. The aligners he had to wear for MONTHS finally broke. They don't care. Don't waste your money!

BUYER BEWARE!! This program is HORRIBLE! 😡 I filed a complaint with the Better Business Bureau, you should to!! We bought this program for my daughter and at that point they only had the impression kit available. We did that, her teeth were very difficult but finally had it completed. She started to use the alighners and at first they seemed to be ok but them problems arose and my husband called to complain. We never heard back from anyone but supposedly their system sent an email that wasn't received. Today a "manager" could call me back but when we had problems, called them they couldn't call us back?! Now that there is the new scan available we decided to go and see if it would be better. Now they want tji charge us an additional $99/month for new aligners! They always tell you, you're a client for life, but at a very high expense. They only give a 30 day warranty so if your teeth go ary in 60 days you're plum out of luck. Very disappointed and really sick of seeing their marketing bs!!

I can’t believe what has happened to my teeth. I went in for crowding in my lower teeth. The top really just needed rounding. Like everyone else, everything seemed great until I hit month 3. At the 1/2 way check in,I mentioned my concerns-I was developing a gap in my lower teeth and the alignments were not sitting on my teeth correctly. I sent pictures they requested, yet the only reply I received was, “Everything looks great. You are progressing as expected.” Not one of my concerns was mentioned or addressed. So then at month 6, I brought up the same concerns and the gaps were getting bigger. I sent the requested pictures again, and this time, after 1-2 weeks, I was sent to get another scan. Okay, I’m thinking this will get fixed. It took about 4 weeks to get my new set that was for a 3 month extension (9 months total). At first they fit right and seemed to be moving, but the gap was not closing. Then in month 3 (9), I was getting more gaps and my bottom teeth now SCRAPE the backside of my top front teeth. When I first take my aligned out to eat, I can’t even close my mouth correctly to bite. I contacted them AGAIN, sent the pictures AGAIN, after about two weeks went for a scan AGAIN. 6+ weeks later I am getting the run around. Some one will contact you, we will look into this, your Ali gets are in cue...BS! They advertise you will love your smile, I HATE MINE! I never covered my mouth to smile or laugh. Now I catch myself doing it all the time because of the gaps. My teeth are still crooked, just farther apart. And the kicker-the scan of my future smile-they plan to push my bottom teeth out more and the top in. I’m not an orthodontist, but I don’t see how that will fix the gaps or my bottom teeth scraping the inside of the top. This place is a TOTAL rip off. Once you lay out the truth, then they want to tell you to email them and they will fix it. Why was that offered before? I want my money back so I can go get it fixed elsewhere. I sitting at a year-so much for 6 months.

I unfortunately would not recommend Smile Club Direct to my friends because of the comfort and poor customer service. I did the 3D scan and that went great. They do not hurt my teeth it’s my tongue and cheeks that hurt especially when when I talk. My liner where made incorrectly and was told I would receive an email in 10 business days for my tracking email for my new liner to be shipped to me. That was 22 business days ago. I was told since so many liners were made incorrectly that is why there is a delay. I think it only took 21 business days to get my original liners. I said to the person they care more about their new customers they their current clients. She didn’t have a reply to that. I’ve told my friends to go with a different company if they want to do it. I would also go with different company too. I am excited to see my teeth getting straighter and love to smile now as my teeth are getting straighter.

This is the worst company i've ever had the displeasure to work with. First of all the braces did little if anything in straightening my teeth. Secondly, the product themselves are cheaply made. I lost count with how many would crack. Thirdly, there billing is horrible. When I set things up I had put it on my Discover card. A few months later I wanted to change it from Discover to my HSA account. Didn't think a problem since I could login and easily change it. Another month goes by and it still comes from out of my Discover card. Okay maybe it takes a billing cycle. Another month goes by still Discover. I sign in and see my payment information is correct. Another month goes by still. It took calling my card and having them do a stop payment and flagged it as fraud before I finally found out that in order to change you payment there is an entirely different company to go through. The biggest issue is that I'm on month 9 and for the last two months I have been wearing the very last set because my retainer still isn't here. Every time you say anything to this company they want to just send you a free retainer or more whitening pens. Straight up this is a horrible company and your teeth WILL NOT GET STRAIGHTENED. I hope this company gets sued one day and put out.

Absolutely the worst customer service experience I've ever had the displeasure of dealing with. Zero contact with them or the so called licensed dentist "overseeing" my treatment. The product is thinly made with cheap plastic. Yes they will move teeth but at this point I'm not "grinnin" also I was just advised in the middle of month 5 that they have lost my records? Also if you call in for anything besides sales expect Poor English Long wait times

Absolutely the worst company ever! My frustration with this company has hit a boiling point. I am all for using tech to bring products and services to the masses using new methods. Sadly, when delivering services that fall into the healthcare field, there really needs to be ethical oversight and accountability. I signed up with Smiledirect last fall to help my shifting teeth back into position. I was given a 5 month course of treatment. As I was using my last set of aligners, they cracked the first time I used them. I called to inquire about a replacement. I was told that it would take 2-3 weeks. I also mentioned that my teeth were still now where near where they were supposed to be. So, after photos back and forth, I was sent to a local center and had a new scan done. I was told that the new aligners would take 2-3 weeks. I wasn’t happy about this as I now would be without aligners for 3 weeks and obviously, teeth shift back. Well, as it turns out after 3 1/2 weeks I get an email saying they’re on their way….only to find that they had shipped the retainers that I had paid for months ago and had cancelled when I noticed that my teeth were in fact not in position. I was supposedly credited $200 for the screw up and had to wait another 3 1/2 weeks for the correct aligners….which was then held up by Fed Ex for no explicable reason and customer service was useless once again in doing anything to get them delivered. They were shipped next day and it took 5 days to get them. Imagine how thrilled I am that after finishing the 2 month additional correction and…teeth are still not in position. I stopped into the local shop and they agreed but told my I had to contact the website. Which I did…almost a week ago. I have sent photos etc…and still have received no information. I just received a text apologizing for the delay and offering a free set of retainers.(which clearly I am never going to be able to wear and have already paid for) So we are now coming up on a year for what was supposed to be 5 months of treatment, not because of the treatment itself but because of horrendous customer service and response. If you can’t make corrections any faster, you should not be starting new patients. Any now the final insult to injury, I just got a text saying that if I didn’t want to continue the reevaluation process…. Run! I wish that I could leave no stars as an option.

I normally don't take the time to complain or write reviews, good or bad but I want to make sure that people know what can happen to them and what they are getting into. First of all Smile Direct promises the world but in my case and judging by the multitude of negative reviews, when they don't deliver the customer service experience is awful. So I went to Smile Direct and they scanned my teeth. They were very pleasant and told me that I would was a candidate. About 1 1/2 weeks later I received my plan. It showed that it would take 6 months for my plan. I watched the virtual image of my teeth as they should progress over 6 months. I was sold! About 4 1/2 months into the plan I noticed that the new aligners were not fitting my teeth like all the others. I had large gaps between my teeth and the bottom of the aligners which I had not see before. I called and was told this was normal and to stay the course. I sent pictured to show and again this was normal. I continued the plan and at the end my teeth had not changed from when the aligners stopped fitting properly. I contacted Smiles Direct and they authorized a re-scan. I got the re-scan done and brought my aligners with me, they agreed that they had not been fitting properly. They sent the scans to the doctor, who by the way was not a local doctor as they seem to insinuate in their adds. An orthodontist licensed in your area is only licensed there, they may have NEVER practiced in your state. I'm in New Hampshire and after some investigating I found that the orthodontist assigned to my case is from Ohio. (Not very local). A few weeks later I received another plan and then a few weeks after that the new sets of aligners. These were supposed to give me the smile I wanted in 3 months. After about 2 months the aligners stopped fitting my teeth again, I was having the same issues with the aligners. Again I was told this is normal. At the end of the 3 months I had the same issue, my teeth had not moved properly. I again had to send photos and wit for authorization to get re-scanned. Then wait another 2 weeks to get another plan sent to me and was told that it would be 4-5 weeks to get the new aligners. Since the end of the last set I've had to wear the same set of old aligners which have cracked and are no longer any good at keeping my teeth straight, Smile Direct will not put a rush n my aligners so that I can get them before my teeth shift too much. I have been trying to get ahold of a supervisor but have not received a call from one yet. The call center for Smiles Direct will not put you directly through to a supervisor. They have to email them your info and wait for a call. I wish I had never gone through Smiles Direct. The customer service is horrible and they will not work with me to make things right.

All things started well and I was excited to finally get a smile that I would be happy with as I had some minor crowding with 2 teeth. Mid course, I felt I was getting an open bite that I did not have before so I requested to be rescanned at 3 months (my entire treatment plan was for 5 months) for a mid course adjustment. After a few days and several phone calls I was told to stay the course of my original plan which I did. All of a sudden I started receiving emails saying welcome to the “club” and please check in with your new aligners. After numerous calls telling them I didn’t just start the program they finally stopped sending me the emails. Every time I called customer service to explain that I felt “lost in their system” they have canned answers on why...their computers went down...IT is very busy, etc, etc, etc. I have now completed my 5 month plan and it did not resemble the 3D scan on my dashboard as one tooth had not completely turned. I was approved for a refinement and when my refinement plan was put on my dashboard it was worse than when I started 5 months ago and it said it was for ANOTHER 5 months. I called customer service who looked at my dashboard and agreed something was terribly wrong and she would escalate it to the “dental team” and they would re-evaluate and get back to me in 1-3 days. That’s where I am right now and if I do not hear from them with a satisfactory refinement plan in 1-3 days and new aligners within 2 weeks I will be suing in Small Claims Court. Buyer BEWARE!

I received smile direct club in April of 2019. I was pretty excited for the experience and how my results would come about. everything started well but went down hill quickly. I had to resend my aligner back twice and waited a month each time before I could get them back. Each time maybe two weeks into the process my aligners wouldn’t fit. I went ahead and finally asked for a refund and they have Decided to refund me in full for their mishaps which I appreciate. The thing is they have not tended me all the money they said they will in their legal document given to me and have only given me a third of what they owe. Only one person on there staff has been very helpful but everyone else has been giving me the run around about money that is nowhere to be found right now. I honestly wouldn’t recommend this company to anyone as they are horrible with their business plan and customer service in most areas. I never have even written a review on any company before but this was the worst consumer experience I have ever had in my life. Hopefully I get the rest of my refund soon.

Just received my aligners on 6/12 and nothing but problems. Very sharp edges. I did as instructed and still no help. My mouth/under my tongue is torn and sore bc of the aligners. Received a response from the dental team which they were informed wrong so I emailed them back after speaking to someone on the phone and through fb messenger about my concerns just to relay the message incorrectly . They are flimsy and the tool they give you bends them to much to where they will not return to there natural state. We shouldn’t have to be responsible as consumers to correct any defects not knowing what the perfect precision is needed to comply with comfort . We pay a lot into this not to have this headache. Unacceptable and very disappointed. They’re still looking into this and a possible refund.

Small Claims Court (2nd half of review) and My Experience: DO NOT USE SMILE DIRECT!!!!!!!!!!!!! I decided to use Smile Direct because I simply had a few crooked teeth. I had braces as a child and a few teeth had shifted. I went in and was told I should expect an incredible result. I was of course excited. I thought what a great decision I had made…. Long story short I began treatment and wore my aligners religiously. About 3 months in I noticed my teeth were being pulled inward and my front teeth began to line up right over each other. Additionally I noticed my 4 front teeth on the right side of my mouth had begun to chip away! I reached out to customer service very alarmed. They told me to finish the treatment. I was apprehensive but I did as I was told. After 5 months I had finished my treatment but my teeth to my horror felt terribly wrong and my chipped teeth had further chipped. I went to an orthodontist and found out the horrible truth. The treatment had moved my teeth so now my back molars do not and cannot touch anymore (this is where all your chewing power should be absorbed) and only my front teeth touch. I was rushed into a $6,500 invisalign program to prevent what they said in a year would have been no front teeth! I couldn’t eat properly for another 3 months. DO NOT USE SMILE DIRECT! They do not care about you or your teeth at all. If you run into a problem you are NOT working with a Company equipped to help you or fix the problem they are causing. They simply do not connect with the customer correctly for such a serious type of procedure. ********* Legality (I used them was owed money but couldn't get them to do the right thing): I spent the next 7 months trying to get my money back and they would only refund my money if I would sign a stringent release of liability. I disputed the charges on my CC and they fought tooth and nail! Small Claims Court – I decided to go to 111 Centre Street near the Canal street stop off the 6 train and sue them in small claims court for what was owed. THIS IS THE ROUTE I FELT NECESSARY TO TAKE! See below how I did this (I AM HAPPY I DID): - I Simply went to the 3rd floor to room 322 they opened at 9am (I was able to sue up to $5K) - At the window I let them know I needed the small claims court paper. I wrote at the top SMILEDIRECTCLUB LLC and then used the address for the location I went to. THAT’S IT! - I was given the option to pick the date for which I would have my day in court. - I showed up to my court date and SMILE DIRECT did not show! In this case I explained my case to an arbitrator and received a judgment for almost $5K. - I felt this was the best way to deal with Smile Direct as they have no interest in doing the right thing. My experience was so traumatizing and horrifying that I felt it necessary to write my story to warn people of this disgusting company. Please feel free to comment and I will do my best to answer any questions anyone may have.

Took like 8 weeks to get the aligners but whatever. Thought it was good. My teeth were becoming straight the first couple trays were awful pain but I was prepared for that. Then it's almost time for the aligners to be finished and now I have a gap I reach out to them and do the whole process all over to get refinements. they didn't help at all the gap is still there and now my bottom teeth are slightly crooked. I gave up and reached out to get a retainer Jan 29 2019 I was told it would take 2-3 weeks on the 3rd week I reached out they said they would be there 7-10 days. It's been almost 2 months since I ordered my retainers I haven't received them and every tome I reach out to them they just tell me someone will contact me and yet no one ever contacts me. I've been wearing my last sent of aligners since I don't have the retainers and my teeth are moving since these aligners are basically just slipping off because they don't fit. I'm so over smile direct club and I wish I never did it. Don't be scammed by the cheap price because they do you so dirty. The customer service sucks they take forever to answer and they never help you or deliver your products on time.

Price was good, took 18 weeks to correct my smile, but they were with me the whole way. Called to check on my progress, explained how everything worked, and it was fast. Everything was here within 2 weeks. My only issue is how uncomfortable the mold is when they're first making your liners