Name: SmileDirectClub
Rating: 4.2

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Jeremy Flanders

The customer service was fast and easy to talk to. The kit was user friendly and well designed. My complaint is that there is not a discount when they are only able to provide aligners for half of my mouth.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi Jeremy, 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. 29th, 2021

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shevon Jordan Brooklyn, NY

My experience at the shop was great, I did my rescanned on 6/11 I was told someone will get back to me within 72 hours. No one contacted me, I made the call to check the status on 6/17, I’m waiting to know what’s the next step.

5 years ago

Reply from SmileDirectClub

Hi Shevon, 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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Meghan Summers Monroe, NY

At the appointment NO paperwork was given in regards too my financial agreement. I was told prior to my signing by Cheyenne it would be but it has not. I am being told now from SDC phone reps it is not standard to “have the forms emailed”…. Highly suspect… The phone rep made a ticket and I am glad the company does not have my credit card on file

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi Meghan, 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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Sai Abhishek Vupputuri Jersey City, NJ

Amazing experience. Linda was super nice to me. She made me feel so comfortable opening my mouth so wide. The whole process was so smooth and fast.

5 years ago

Reply from SmileDirectClub

Hi Sai, thank you for taking the time to leave a review for us at SmileDirectClub. We're so happy to read this!

Jun. 14th, 2021

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Tyra E-P New York, NY

The technician was very friendly. She knew I was rushing to get to another appointment and made sure she quickly went through the process!

5 years ago

Reply from SmileDirectClub

This is exactly what we're here for, Tyra! Thank you so much.

Jun. 11th, 2021

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Brecke Monaghan Bar Harbor, ME

Amazing experience, impression kits simply to use with great instructions. Overall I can not wait to begin my journey with you

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

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

Jun. 11th, 2021

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Aries Los Angeles, CA

I like the fact that I can see his my actual teeth are all around in the 3D scanning at Topanga SmileDirectClub Bus!!! Just Amazing!!

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Aries, we really appreciate your feedback!

Jun. 11th, 2021

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Suzun Kaiser Athol, ID

FRAUD FRAUD FRAUD. I did not sign the card included in the imprint box, instead I wrote "Please call me, I have insurance and need guidance on how to bill them" and put the unsigned card back in the box. Somehow they still managed to find my bank account and charge me $250 and put me on a payment plan I did not agree to. I called, cancelled the fraudulent account set up for me and reported them to my bank, who is turning them in up the chain as required. DO NOT use them!

5 years ago

Reply from SmileDirectClub

Hi, Suzun. 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. 8th, 2021

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DoodlesDaughter Canton, OH

My in store consultation was great!!! My 3D scan doesn't seem like it'll change my teeth enough for the price. I need to see a change. It's very important!

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Thanks for taking the time to share your feedback, we would like to verify what happened with your treatment plan, this is really important for us so please at your earliest convenience send us an email to reviews@smiledirectclub.com so we can further assist you.

Jun. 5th, 2021

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Hannah Powell Rocklin, CA

I like the way you guys seem to make it more inviting. You try and make little jokes here and there to make the experience more fun!

5 years ago

Reply from SmileDirectClub

Thanks for your awesome review Hannah! we'll continue working hard to make you smile every time we can :)

May. 28th, 2021

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Michele Archibald Everett, MA

This has been a struggle. It has been years that I have been trying to fix my teeth. Smile Direct was suppose to send me new aligners months ago but I am still waiting. I should have had Invisalign instead. I cracked a tooth (most likely to my aligners being so thought). I had to get a crown out on and I need new bottom aligners. (Been months and I’m still waiting) Meanwhile I’m wearing the same top aligners for the last three weeks. Don’t waste your time or money.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi Michele, 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.

May. 26th, 2021

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ljgo Vancouver, WA

I received an email after my impressions were sent in stating that my clear liners would arrive within 10 days, as I had enclosed payment information with my impressions as I was instructed. On the 10th day, I receive another email telling me I still need to purchase them, and that I’m running out of time! So they are not here and I’m being charged AGAIN after being told they’d be here by now.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi, 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.

May. 26th, 2021

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Joe Beaver Falls, PA

I’ve done 6 months and my teeth still aren’t straight. I called and emailed because I was to be done April 26. It took forever for anyone to get back to me and it’s going on a month and I still don’t have my new aligners and have been wearing my last set for almost a month. I was told to wear the retainers that I bought but how can I do that when my teeth aren’t straight?! Was very happy at the beginning but very disappointed at the end. Would not recommend this to anyone!!

5 years ago

Reply from SmileDirectClub

We are sorry to hear you are not happy with the results, we would like to continue assisting you until you can get the smile you deserve, please send us an email to reviews@smiledirectclub.com and we'll be more than happy to assist you.

May. 23rd, 2021

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Jesswilks Staten Island, NY

I love how communicative you’ve been throughout the process. All my questions have been answered. The process was quick and easy.

5 years ago

Reply from SmileDirectClub

We strive for 100% satisfaction and we are super happy to hear about your experience Jesswilks, thank you so much!

May. 16th, 2021

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Arianna Childress Carmichael, CA

Very friendly and professional. I loved the good care that was taken to make sure I was comfortable. Quick appointment which was nice.

5 years ago

Reply from SmileDirectClub

Awesome! thanks for your high star rating Arianna!

May. 13th, 2021

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Crissy S Broken Arrow, OK

Madison, or her name started with an M, was incredibly pleasant and helpful. She answered all my questions and was very professional.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

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

May. 11th, 2021

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Jesse-James Yankton, SD

The whole process has been very great from applying to the pictures to the impressions.I’ve had an amazing experience with smile direct

5 years ago

Reply from SmileDirectClub

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

May. 3rd, 2021

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Monica McFarlan Woodstock, GA

The customer service is great and very attentive. The mouth pieces they sent for my impressions were WAY too large. I ended up stretching my mouth and lips so wide that they bled and I got a sore. My only complaint so far.

5 years ago

Reply from SmileDirectClub

Hi Monica. Thanks for taking the time to leave a review. We're concerned to hear about your experience. If you have any issues, feel free to send us an email at reviews@smiledirectclub.com so that we can assist further.

May. 3rd, 2021

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Meridith Jacksonville, FL

Cari was very supportive and friendly caring person. Helped me with my fears and answered all my questions. Very kind hearted person to be seen by.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Awesome! Meridith, thanks for your kind review and the high star rating, we are happy to hear from you!

Apr. 30th, 2021

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Teresa Goodwin Indianapolis, IN

I Loved It!!! The Lady that did my 3D Scan Octivia was very Knowledgeable and So sweet,. I had a Great Experience and it actually was Awesome!!

5 years ago

Reply from SmileDirectClub

Teresa, we're proud of our team – thank you so much for the shout out!

Apr. 16th, 2021

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Faisal Alomari Chicago, IL

Customer service and everything was good until you get the 3D scam of your teeth and realize the end results are not even straight but experience was 10/10 all that’s needed is actual straight teeth lmao.

5 years ago

Reply from SmileDirectClub

Hello Faisal, we are sorry to hear you were not able to achieve the smile you were looking for, we'd like to continue working with you until you can get the desired results, feel free to send us an email at reviews@smiledirectclub.com we can provide you further assistance from there, looking forward to hearing from you soon.

Apr. 15th, 2021

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Ardajiah Smith Greenwood, SC

I love that the company is very professional and it’s a quick and simple process. I would definitely recommend to others

5 years ago

Reply from SmileDirectClub

Ardajiah, thank you so much for the positive review!

Apr. 9th, 2021

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Q Cabarubias Anchorage, AK

What I didn’t like was that my side of the mouth got cut, what I did like was when I asked for help they did answer right away which I think is a very big plus.

5 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi, Q. It's always our goal to provide helpful and effective service to all our customers. We’re here for you at any time.

Apr. 5th, 2021

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Liuriam Machado Miami, FL

Very informative and amiable. Still waiting for the feedback from the dentist with My plan it’s been 71 hours already.

5 years ago

Reply from SmileDirectClub

We appreciate your positive words! We're honored.

Mar. 31st, 2021

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Ardell Rogers Phoenixville, PA

The guy who did my consultation and 3-D pictures of my teeth was excellent very nice and extremely helpful! During my consultation I felt like everything was going to work out and I’ll be getting my aligners as soon as possible especially focusing on my bottom teeth where they’re missing teeth and I want to get implants. Unfortunately you said you could not send them for my bottom teeth and I’m still not really sure why?

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.

Mar. 28th, 2021

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Amy Migdal Corona, CA

It was great! I left feeling confident that your product would work for me. Your employees were extremely attentive and friendly!

5 years ago

Reply from SmileDirectClub

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

Mar. 26th, 2021

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Allando Brown Naples, FL

Started of a little shaky however the young lady that deal with me she was excellent great job Judy thanks for making my day and putting a smile on my face

5 years ago

Reply from SmileDirectClub

Allando, we're proud of our team – thank you so much for the shout out!

Mar. 26th, 2021

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Kevin McNamara West Milford, NJ

tbh: not happy. All of your advertising says you can correct smiles - and shows it in pictures. Your doctor wants to correct my upper (which does not need the correction) and not the lower which needs the correction... for the same price. Not useful at all. You need to get a second opinion. Feel like I wasted money on impressions and my time. Will not recommend this service moving forward.

5 years ago

Reply from SmileDirectClub

Hi Kevin. 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. 24th, 2021

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Catherine McClure Atlanta, GA

Stop stop! Don’t do it! I had one tooth that needed to straighten. At the end of my retainers my tooth was still crooked, The liners changed my bite so my mouth hurts most of the time and I was so upset about this I didn’t contact them within the 30 days so they refuse to do anything about it. I had a family emergency had to go out of town and contacted them as soon as possible. Still absolutely not willing to help at all! Worst possible company ever. Go to a regular dentist and save yourself the hassle.

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.

Mar. 21st, 2021

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Quentin Lehigh Acres, FL

Renee was awesome. She informed me of all the details and answered all of my questions. The scan was very easy and fun to see my teeth on the screen.

5 years ago

Reply from SmileDirectClub

We're happy you had a fantastic time with us! Thanks for placing your trust in us and your willingness to share. If you ever need our assistance don't hesitate to reach out at reviews@smiledirectclub.com.🙂✨

Mar. 21st, 2021

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Alissa Moon Annandale, NJ

Did not tell me they could not straighten my bottom teeth . Thank G-d I called to confirm because nowhere did they mention that I would only be receiving aligners for my top teeth . This is after receiving and approving my photos , and saying that I’m a candidate. If I didn’t call , I would have been charged full price for aligners for my top teeth that a pretty much straight , and none for my bottom that they can’t fix . Very deceitful , don’t tell people they are candidates when you can’t fix their full smile, that is very misleading and untrustworthy . Would not recommend.

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.

Mar. 18th, 2021

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Destiny B Missouri City, TX

The instructions were really straight forward and easy to follow. Tip: Keep a towel nearby because there is going to be A LOT of saliva lol.

5 years ago

Reply from SmileDirectClub

I'm so glad we were able to help you feel comfortable. It's something we've worked hard on and we're pleased our efforts resonated with you.

Mar. 17th, 2021

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Beka Lewis Shingletown, CA

There is constant communication which I very much like, it’s super easy to use and anytime I spoke to anybody they were very nice.

5 years ago

Reply from SmileDirectClub

Hi Beka, thank you for taking the time to leave a review for us at SmileDirectClub. We're so happy to read this!

Mar. 15th, 2021

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Jennifer Hill Denver, CO

Amazing experience and David was very personable and so thoughtful and kind! Everyone was so great and the customer service was excellent!

5 years ago

Reply from SmileDirectClub

We are loving your enthusiasm, Jennifer! This means the world to us – thank you so much.

Mar. 15th, 2021

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Leslie cole ,

Great experience. Very informative, neat and clean. I have presented more questions and am awaiting an answer after my online chat today.

5 years ago

Reply from SmileDirectClub

Hi there Leslie! It is always a pleasure to assist you. If you need any additional support, remember that we are here to assist, just send us an email to: reviews@smiledirectclub.com

Mar. 5th, 2021

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Jodi Backus Denver, CO

I like how you can do this from your own home and still have professionals taking care of your smile. Very nice and thought out well.

5 years ago

Reply from SmileDirectClub

Jodi, thank you for the high star rating!

Mar. 5th, 2021

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Tabatha , IA

Amazing staff, Matt and Shamika made my decision for me. I’m glad they were awesome enough to make me feel good about it

5 years ago

Reply from SmileDirectClub

Tabatha, thank you for the high star rating!

Mar. 3rd, 2021

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Tina ,

I liked how friendly they were and how they made the process really easy to understand. My daughter is really excited to start using the aligners.

5 years ago

Reply from SmileDirectClub

Let's get this party started.✨ This is totally the experience we want you to have. We cant wait to see the results.

Feb. 21st, 2021

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ina ,

Like a scary, hard sell factory. Business model says you must give credit card before you are fully informed. Person who does intake has no medical/dental training and is obviously on a script. I went to make a decision and feel like I CAN'T say "no". I don't feel convinced it can fix crowding with no work on the back teeth. no xrays. Some people say it ruins your bite and customer service cannot be reached. Just too pushy.

5 years ago

Reply from SmileDirectClub

Hi there. 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.

Feb. 19th, 2021

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Shayla Stoker , CA

Great customer service,contact was amazing and getting notifications was really nice made me anxiously wait for just my kit.

5 years ago

Reply from SmileDirectClub

We're so happy to see this review. Thank you so much!

Feb. 19th, 2021

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Demetra Chicago, IL

The young gentleman in the office explained all details with great clarity. He was very helpful and made the experience actually pleasant!

5 years ago

Reply from SmileDirectClub

Hi there Demetra! It is always a pleasure to assist you. Thank you so much for all the love and support

Feb. 19th, 2021

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Name Las Vegas, NV

Salesperson was misleading about payment process. When contacting customer service, representatives were not accommodating and did not handle escalation well. Kept throwing in my face 30-day window to change payment method as opposed to finding a solution. Treated me like I was trying to defraud the company when I was merely trying to pay for the product as was described to me. No concept of courtesy.

5 years ago

Reply from SmileDirectClub

Hello, thank you for taking this time to leave us this feedback. We are concerned to hear about your experience with our Customer Care Team. We strive to ensure that all of our customer feels acknowleged and understood when expressing their concerns. I am sorry to hear that we were ot able to provide you with that service in this case. In order for us to best assist, please reach out to me directly at reviews@smiledirectclub.com. Best, Fiona

Jan. 20th, 2021

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Storm Westminster, CA

I have been getting the run around trying to resolve the issue with my aligners. I had to get fitted for aligners three times. The results are that my bottom teeth are even more crooked; my upper teeth have spacing (which was not existent before). My account is now in collections. I would instead get a refund so that a professional corrects the error. I should've just gone with a professional company in the first place. I do not recommend smile direct club aligners.

6 years ago

Reply from SmileDirectClub

Hello Storm, thank you for taking the time to leave us this feedback. I am sorry to hear that the aligners have caused you discomfort, and that you are not fully satisfied with your end results. We absolutely want to get you the smile you deserve. I would like to learn more about your experience, and assist further. Please reach out to me at reviews@smiledirectclub.com. Best, Fiona

Aug. 6th, 2020

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Sabine Filoni Windermere, FL

Terrible customer service. Our appointment was cancelled without letting us know. They promised to adjust the schedule to have two of the kids seen at the same time, but scheduled them two hours apart instead. Trying to adjust the appointments, I've spent a total of an hour on hold only to leave messages that don't get returned. I have three teens and was interested in treatment for all of them, but none of them have been seen. If this is the quality of service offered, we are going elsewhere. Teeth are too important to trust to a company that doesn't have their act together.

6 years ago

Reply from SmileDirectClub

Hello Sabine, thank you for your feedback. We are concerned to hear about your experience with our Customer Service. This is definitely not what we want for our customers and I certainly hope we can turn things around for you. In order for us to further assist, please reach to me directly at reviews@smiledirectclub.com. Best, Fiona

Jul. 21st, 2020

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Marie Seaside, CA

Unprofessional and horrible customer service. You have to repeat yourself several times because most of the representatives are not from the US; therefore, there is a language barrier. Reps will put you on a hold for 20 minutes and longer, just to answer a simple question. My husband is stuck with Smile Direct because he is currently wearing their aligners,, but I'm going to cross over to Byte, the quality and service seems far greater than SDC.

6 years ago

Reply from SmileDirectClub

Hi Marie, thank you for this feedback. We are concerned to see this as we strive to provide the best customer experience possible. If we can be of further assistance, please reach out to us directly at reviews@smiledirectclub.com so we can help. Best, Jeff.

Jul. 8th, 2020

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Chelle Williams Houston, TX

Be careful using these aligners. My treatment was going well up until my second to last set when I noticed parts of gums were starting to chip off around the edges. They were also very swollen. I reached out to a representative and she advised me to stop wearing the retainers immediately and see a orthodontist. Long story short I couldn't wear the aligners anymore and now not only do I still owe them money but I'm paying for other dental work due to the damage caused by their aligners.

6 years ago

Reply from SmileDirectClub

Hi Chelle, we appreciate you leaving us a review and sharing feedback. This is very concerning to see and we would really like to help. Please give us an email at reviews@smiledirectclub.com. Best, Madison

Jun. 2nd, 2020

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Ernestina Carter Los Angeles, CA

My order was placed on March 11, 2020. After waiting 6 weeks I called for status. Was told they were working extra hard to make my aligners extra special for me and needed for time. I called again was told they had good news that my aligners were going to ship out on May 13th and would get a tracking number via email. Never got it. I called and was told they would be shipped out SOON lol I requested a refund and was told that a specialist that handles refund will call me 3-5 days. No on has called. My bank institution is handling it from here.

6 years ago

Reply from SmileDirectClub

Thanks for taking the time to leave us a review, Ernestina. We have had a delay with some processing times due to the pandemic, but are working as quickly as possible to assist all customers. If you need any help, please don't hesitate to give us a call at (800)-848-7566 so we can look into your concerns. Best, Madison

May. 19th, 2020

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Diana Boynton Beach, FL

Called company regarding problem: received 2 TOP aligners - no bottom for week 6 - rep said replacement will be sent in "right away" - apparently "Right away" means 2-3 WEEKS!!! - on company site - I tried to contact a rep - and what do you know .... twice my call was dropped - Gee I wonder why ???? Gerald L 3/7/2020 9:54AM was the last rep to some how end my online chat . Guess they don't want to hear any complaints.

6 years ago

Reply from SmileDirectClub

Hello Diana, thank you for sharing this feedback. When one needs a replacement, the current time frame is 3-4 weeks from the order date. We take pride in our customer service and communication efforts so we are disappointed to see this. In order to better assist, please give us a call at 800-689-0053. Best, Valerie

Mar. 11th, 2020

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Lori Cuno Denver, CO

I was sent the wrong retainers, not even close to my mouth. I reached out numerous times, numerous times through email, phone calls and texts. They really should not be in business. Not one person made an effort to get back to me to rectify the problem. Not once has this organization attempted to take accountability. I want others to know they are taking a huge risk using this company. They do not assist their customers, they are a scam. They will continue to take you money for an unusable product.

6 years ago

Reply from SmileDirectClub

Hi Lori, thank you for leaving us a review and sharing feedback with us. We always want to provide quick resolutions when issues arise, so we're concerned to hear about this. Please give us a call at (800)-848-7566 so we can help make this right. Best, Madison

Feb. 26th, 2020

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Melinda Francis Cornelius, NC

Do not use this company! They care about the sign up, nice box but after that there is no customer service! I had many many delays in getting trays in the middle of treatment. Wore the same aligners for over 3 months. Many phone calls and time wasted. Eventually when I received aligners non of them fit. No surprise when I had been evaluated months prior, A b=very unpleasant experience! I would recommend going thru your own practitioner. You never speak with a dental team member directly until it is too late!

6 years ago