Name: SmileDirectClub
Rating: 4.2

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lycia may Denver, CO

I paid in full when I ordered, also prepaid for first set of retainers. I finished the plan mid October and never received retainers. I’ve been wearing the aligners since October and they’re paper thin and barely hold my teeth. They’ve made me dozens of excuses and offered to give me a free set of retainers for future use since they need replaced periodically. Of course I’ve still been wearing them night and day to keep them from getting terribly bad. They sent re-evaluation kit and never contacted me again. I contacted the BBB and will let them handle it from here.

6 years ago

Reply from SmileDirectClub

Hi Lycia, thank you for this feedback. We are concerned to hear this and would like to help out in any way we can. We recently experienced shipping delays and are catching up quickly. In order for us to better assist, please reach out to us at . Best, Jeffrey.

Jan. 31st, 2020

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Karen Lincolnwood, IL

The aligners worked but I had to go in twice to get fitted correctly because the 'dentists' missed that my back teeth did not meet in the back on the first 3D rendering. With that said, I'm not trying to get my retainers and the ones they sent are too short and don't cover my back teeth. I've been on 3 calls, all promising to fix the problem and nothing. This company is unprofessional and I can't say they do use real dentists because if they did they would see that the retainers are too short for my teeth. Do not work with them, they are cheaters.

6 years ago

Reply from SmileDirectClub

Hi Karen, thank you for taking the time to leave us with this feedback. We are concerned to see this as all our dentists and orthodontists are licensed int eh state they practice and the state that their club member resides. In order for us to better assist, please reach out to us at . Best, Jeffrey.

Jan. 30th, 2020

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Latasha Atlanta, GA

I went in for an office visit, they did the assessment well and I continued to get the aligners. I received an online update of how my teeth would look after the first plan and I had no gaps. I was on my third month and I noticed they had one gap closing and another gap increasing and I returned the remaining aligners and asked why my aligners were spreading my teeth on one side and bringing the others in they stated they couldn’t move the other side so now I have two gaps and one being way more visible than it once was.

6 years ago

Reply from SmileDirectClub

Thanks for leaving us a review, Latasha. All customers are sent their SmilePlan prior to starting treatment, so they can see the projected movement of their teeth. If customers aren't tracking as expected, we have a dental team available to assist with any concerns. Please email us at so we can help. Best, Madison

Jan. 2nd, 2020

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Jay Anderson Nashville, TN

I had an incredible experience with SmileDirectClub! My SmileShop visit was so fun and informative, and the aligners fit just right each week.

6 years ago

Reply from SmileDirectClub

Hello Jay, your wonderful feedback and rating mean a lot to us.

Dec. 10th, 2019

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Logan Rosselli Corona, CA

Would not recommend at all. Everything was fine with my aligners, and then I had to get my retainer. They sent me the wrong one. Not a big deal - mistakes happen, I'll just let them know to resend it. So they send me a new one. It's the wrong size again. So now I'm annoyed but I get sent new ones. Wrong AGAIN. Now they have just sent me two months worth of new aligners. I don't need aligners, I need retainers! Horrible job done by a horrible company.

6 years ago

Reply from SmileDirectClub

Hello Logan, we are very disappointed to hear this and would love to assist. I will be sending you a private message to get this resolved. Best, Valerie

Nov. 18th, 2019

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Donna Bridgeport, WV

BUYER BEWARE!! My daughter chose Smile Direct because of the price. Ever heard the old saying that you get what you pay for? Well that would be a stretch! She followed the instructions and wound up with loose teeth!! From what we understand, this is a frequent problem with Smile Direct. We had one dentist tell us that she has had multiple patients that have had the same problem and several patients that have actually LOST TEETH!! How is this company still in business?!

6 years ago

Reply from SmileDirectClub

Hey Donna. We take our customer's health very seriously and we are upset to see that this was not reflected in your review. I will be reaching out via DM to speak further with you. Best, Thom

Nov. 13th, 2019

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Kaitlin N New York, NY

If I could give zero stars, I would. Over a month of trying to get my refund and the account manager cant even pick up my calls. They keep saying they have to talk to me over the phone before they will offer me my refund, but they conveniently never pick up the phone. The aligners are cheap, they cut my mouth so bad I couldn't talk. It was a nightmare.

6 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi Kaitlin. We're concerned to see this, and we would like to confirm that the cut of our aligners is incredibly important to us. They are all hand cut and go through an extensive quality assurance test. In addition, it can take an adjustment period when a foreign object is introduced to the mouth, and some discomfort is normal. I will be reaching out via private message so we can speak further. Best, Thom

Nov. 6th, 2019

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Amber Fontana, CA

I had to go through two treatments!!! my teeth starting moving because they could not get my retainer sent out and when they FINALLY did it did not fit! now I am done with my second round and no retainer AGAIN!!! just called and go the run around again of how busy they are and it should come soon. I got the long run around last time and now again. I am sick of it I just want my retainer and be done with this place!

6 years ago

Reply from SmileDirectClub

Hey Amber. We are working as quickly as we can to get all delayed orders out and we are aware of this issue. I will send you a private message so we can speak more about this. Best, Thom

Nov. 6th, 2019

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Fnu s Houston, TX

I had a good experience with the company. The lady who did my 3D scan (kandiace) was really friendly. Everyone I met was nice.

6 years ago

Reply from SmileDirectClub

This is what we like to see! Thank you, Fnu.

Oct. 28th, 2019

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Jans Salisbury, MD

Quality control is lacking. Received an aligner that was not completely molded so does not fit properly-cannot wear it. Requested a new aligner Sept 18th. Still waiting. Wearing old aligner. My treatment is delayed and communication with company very poor. I still don’t have an explanation for the delay. Not worth the pain and frustration. Lack of attention to dental health. Very disappointed and should have gone to a competent orthodontist. Still waiting..........

7 years ago

Reply from SmileDirectClub

Hey Jans. Thanks for taking the time to let us know about this. We are disappointed to read your review, and we'd like to speak further on this. Please email us at . Best, Thom

Oct. 9th, 2019

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Chris Pensacola, FL

A total rip off, sent them the down payment, my teeth imprints and pictures. Never a response, I contacted them and they asked for more pics and what I wanted to accomplish. Never a response, after another 2 weeks I asked what the status was and they asked for more pictures. I asked for my money back and they said no. Total scam. I went and got invisalign. Screw this rip off smile direct club.

7 years ago

Reply from SmileDirectClub

Hey Chris. Thanks for taking the time to let us know about this. We are definitely concerned to see this, as we take pride in the care that our team provides. I'll be reaching out via Best Company Private Message to assist you further. Best, Thom

Oct. 22nd, 2019

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Carol Caldwell, ID

I have had several responses from multiple customer service representatives. They don’t keep track of your records so you are asked the same questions by all of them. Many of the retainers needed filing they would gouge your gums and tongue. I can't recommend using Smile Direct Club and am requesting a refund. Their customer service is appalling and frustrating. No support or follow up at all.

7 years ago

Reply from SmileDirectClub

Hey Carol. We're concerned to see this, and we would like to confirm that the cut of our aligners is incredibly important to us. They are all hand cut and go through an extensive quality assurance test. In addition, it can take an adjustment period when a foreign object is introduced to the mouth, and some discomfort is normal. Please email us at if we can assist you in anyway. Best, Thom

Oct. 18th, 2019

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B. Murphy Oak Park, IL

0 stars. Terrible experience! Many aligners were too loose, barely putting pressure on the teeth being treated. Some aligners were brittle and cracked while in my mouth. On month 2, they sent the wrong aligners; took 3 weeks to get the correct ones. Treatment only lasted 5 months, at which time my teeth were still crooked. Still waiting for a solution after 2 1/2 weeks. Put a lot of $$$ for this treatment with very little results.

7 years ago

Reply from SmileDirectClub

Hi B. . We're concerned to see this, and we would like to confirm that the cut and fit of our aligners is incredibly important to us. They are all hand cut and go through an extensive quality assurance test. We are disappointed to see your review, and we'd love to assist. Please email us at so we can speak further. Best, Thom

Oct. 16th, 2019

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Ellen Onwuka Spring, TX

I started treatment 6 months ago but my gaps didn't close, so they offered to reevaluate and send 2 months of additional alignment. They cancelled the order for my retainers till I have completed the 2 months. I was ok with the arrangement but 6/7 weeks has passed and I have not received my aligners. I have paid them in full and have been calling and begging for them to send me my aligners to no avail. My teeth at this time is worse than when I started the treatment. I will never recommend this company to anyone

7 years ago

Reply from SmileDirectClub

Hey Ellen. We appreciate you leaving us this review. We are aware of our production set back and we are working hard to get all delayed orders out as quickly as possible. Please email us at so we can discuss this more. Best, Thom

Oct. 8th, 2019

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Amy Greenport, NY

This is the worst company I have ever dealt with in my life. Unprofessional customer service and poor timeline management. I have been shipped several incorrect trays and am currently waiting for a shipment that was supposed to be here over three months ago. Thus, I have been wearing my last set of trays for over four months. Every time I call, they either lie to me and tell me they are shipping soon or say they don't know when I can expect shipment. My little cousin's lemonade stand is a better-run business.

7 years ago

Reply from SmileDirectClub

Thanks for leaving us a review, Amy. We have experienced a delay with some orders and are working hard to get updates to customers and prevent this from happening in the future. We are disappointed to hear about your experience and would really like to assist. Please don't hesitate to email us directly at . Best, Thom

Oct. 1st, 2019

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T Rowden Atlanta, GA

Sadly I must review the same as most of the other SDC users here. I have had 4 revisions via multiple customer service representatives. They don’t keep track of your records so you are asked the same questions by all of them, no co-ordination at all. Many of the retainers needed nail clipping as they would gouge your gums and a file would do very little to ease the problem. I cannot recommend using SDC and am pursuing a refund. Their customer service is appalling and frustrating. No support or follow up at all.

7 years ago

Reply from SmileDirectClub

Hey there T. We are concerned to read your review. Please email our team at so we can speak further about this. Best, Thom

Oct. 1st, 2019

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Steven Flemington, NJ

Everything starts ok... great facilities for ‘measuring teeth’ marketing is top class.... however the product and process did not give the results, worse still it creates bite problems evident half way through the process, and now on hold for over 2 months trying to get a new set of slingers for my wife to correct issues caused and created better smile Their customer service is shocking. Takes an eternity to get connected only to find the people that pick up are poorly trained and unable to resolve the issue ...... strongly suggest you go elsewhere

7 years ago

Reply from SmileDirectClub

Thanks for leaving us a review, Steven. We strive to provide quick resolutions to all of our customers, so we're disappointed to see this. We would love to make this right, so please email us at so we can help with your concerns. Best, Thom

Sep. 23rd, 2019

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Dan Snyder Fort Worth, TX

Terrible, worst customer service ever. No one at Customer service can help and you have to wait to talk to an account manager. And then they aren't much help either. No contact throughout the alignment process. Only time they contacted was when my payment didn't process and then they were on the phone in no time. And to boot they didn't work. All I want is my money back for these worthless products.

7 years ago

Reply from SmileDirectClub

Hey Dan. Thanks for taking the time to leave us this feedback. We take great pride in the service that our team provides and your review is extremely concerning to see. Please email our team at so we can assist you with this. Best, Thom

Sep. 13th, 2019

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Troy Anderson Clifton Park, NY

Atleast I’m not the only one who feels robbed! All I wanted 5 months ago when I started these worthless things was a little space closed up and I was assured it’d be no problem to be achieved in 6 months.. Ya well here I am, on my last set of aligners and have only noticed bigger and more spaces now. Some of my aligners were even loose! I’m just confused and feel as though it was a waste of money and I was robbed as well! I honestly wish I just got braces again...

7 years ago

Reply from SmileDirectClub

Hi Troy. Your review is definitely concerning to see. In cases where our club members aren't completely satisfied with their treatment, we can continue to work with them until they get the smile they want and deserve. Please email us at . We are here to help. Best, Thom

Sep. 4th, 2019

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Angelina Bit Miami, FL

Worst customer service ever. First of all, I wasn’t their perfect candidate. I had my 4 wisdom teeth growing perpendicular deep in gum and to have a result they promised they had to be extracted. That’s why I have suffered so much with no result and paying for nothing. Plus if some aligned doesn’t fit well and you have to reorder it , get ready to wait about 5weeks. Meanwhile you teeth’l will shift to some other position and new aligned won’t fit as well. Tried to fight with them providing XRays etc, no result. That’s a SCAM and FRAUD. Aware !

7 years ago

Reply from SmileDirectClub

Hi Angelina. 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, please send us an email at . Best, Thom

Jul. 12th, 2019

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Kim K. Humble, TX

DON'T WASTE YOUR MONEY. I received my shipment in a timely manner. On week 3-4 my aligners didn't fit properly. I contacted customer service as instructed. On the phone for an hour. I received an email stating 10-14 days. I called back and they told me it would be 10-14 business days. I called back and told me there was an issue in the lab and someone would contact me. Well fast forward a month and still NOTHING. Asked for a refund and still no one has contacted be or told me what to do. THIS COMPANY IS A SCAM......

7 years ago

Reply from SmileDirectClub

Hey Kim. We're concerned to see this, as we take pride in the attention that our customer care team devotes to all communication efforts. In order to better assist you, please reach out to us directly at . Thank you, Thom

Jul. 8th, 2019

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Naturalist45

You make a down payment they took over 4 months to send my invisaligns. I was so upset...Customer service is rude and I still am without treatment paying $2,000 dollars. This company is a joke. I got offered a free retainer for the inconvenience but I am only giving them until the end of the month to send my replacement I can't even talk in my invisaligns I can only wear them at night..:(or they will be refunding me in FULL..

7 years ago

Reply from SmileDirectClub

Hi there. We're disappointed to see this, as we take pride in the customer care our team provides. We always want to remain transparent and work to make things right in the event of an unforeseen delay. Feel free to email us at if you would like to speak directly about this. Best, Thom

Jul. 8th, 2019

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Caroline Fowler Little Rock, AR

My experience was very good. It was easy to get in and get fitted, aligners arrived quickly, and they even gave me an adjustment when I wasn't 100% content with my end results.

4 years ago

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Carolyn Hazleton, PA

High recommended for Invisalign braces customer service answered my questions promptly and completely was not able to use their braces due to other complications.

4 years ago

Reply from SmileDirectClub

Carolyn, we really appreciate your positive review!

Dec. 3rd, 2021

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Lisa Houston, TX

Loved the ease of getting my smile corrected . They referred me to do a trial from home to mold teeth during covid . But rather attend one of offices. Everything was easy to follow but decided to go with someone else..

4 years ago Edited December 7, 2021

Reply from SmileDirectClub

Lisa, we're delighted to see this!

Dec. 7th, 2021

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emily olson West Valley City, UT

These people at Smile Direct Club are the most polite and understanding employees i’ve ever met. Personally I felt amazing just entering the building!

5 years ago

Reply from SmileDirectClub

We are grinning from ear to ear. Thank you for the support, Emily. We are always here for you!

Feb. 17th, 2021

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Azrienne Davis Tallahassee, FL

quick and affordable way to straighten teeth without constant visits to the orthodontist! The entire kit is mailed to your home and the instructions are easy to follow

5 years ago

Reply from SmileDirectClub

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

Oct. 27th, 2020

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Morgan Elijah Tallahassee, FL

Attended a free consultation inside of a Walgreens, which was convenient! I also got free gifts ( a whole teeth whitening system) But they said they could correct my teeth problems, but the image the said my teeth would look like in the end was no different than my teeth now! They email me all the time although I expressed that I was no longer interested.

6 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi Morgan, if a club member is not satisfied with their smile plan, we have a wonderful dental team who can see if revisions can be made. Please give us a call at 800-689-0053 if you have any additional concerns or questions. Best, Mae.

Mar. 11th, 2020

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JDWain Tallahassee, FL

I used smile direct for 12 months to fix some minor problems with my teeth, now they are much better and this was 100 times better than trying to have braces as an adult.

6 years ago

Reply from SmileDirectClub

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

Feb. 25th, 2020

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Christyan Bennett New Orleans, LA

Smile Direct Club invisible braces had an amazing offer for my invisible braces. Their prices were very affordable and their customer was absolutely amazing.

6 years ago

Reply from SmileDirectClub

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

Feb. 7th, 2020

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Chloe Adams Morgan, UT

My sister was so excited to try Smile direct club. I paid for it as a birthday/ Christmas gift and was sorely disappointed. The service was alright but I didn’t see a change in her teeth. Maybe it will work for others but it didn’t work for us. We received a small refund.

7 years ago

Reply from SmileDirectClub

Hey Chloe, thanks so much for the feedback. We appreciate you taking the time to leave your review. If there's anything that we can do to assist, please don't hesitate to reach out to us at . We are always here to help.

Jul. 8th, 2019

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Verified Customer

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Guadalupe Valles El Paso, TX

They have worked with me in whatever I need

5 years ago

Reply from SmileDirectClub

Guadalupe, we're delighted to see this!

May. 3rd, 2021

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Verified Customer

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Joseph M. Leverett Gulf Shores, AL

Have addressed every issue in an expediant manner

5 years ago

Reply from SmileDirectClub

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

May. 3rd, 2021

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Verified Customer

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Kathleen Foster West Bridgewater, MA

I am very pleased with my results. The cost is affordable.

5 years ago

Reply from SmileDirectClub

We love providing a cost-effective option for our customers. Thanks, Kathleen.

May. 3rd, 2021

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Verified Customer

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Marcella Lawrence Jacksonville, FL

Completed treatment and teeth a not straight- not even close. Took several days for Smilecare to response to my concern.

5 years ago

Reply from SmileDirectClub

Hi Marcella. We're concerned to see this rating. If you had any concerns that haven't been addressed, please email us at reviews@smiledirectclub.com.

May. 4th, 2021

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Verified Customer

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Medina Davis Stroudsburg, PA

The process was easy and painless from start to finish.

5 years ago

Reply from SmileDirectClub

Thank you so much for sharing, Medina! This means the world to us.

May. 4th, 2021

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Verified Customer

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Dayna Kendall Wagoner, OK

Absolutely the easiest way to a beautiful strait smile!

5 years ago

Reply from SmileDirectClub

Hi Dayna, reviews like this give us motivation and help us ensure we provide high-quality care.

May. 4th, 2021

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Verified Customer

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Pam Philadelphia, PA

My total experience was perfect. I love my new smile.

5 years ago

Reply from SmileDirectClub

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

May. 4th, 2021

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Verified Customer

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Amanda Staten Island, NY

I have experienced excellent customer service.

5 years ago

Reply from SmileDirectClub

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

May. 4th, 2021

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Verified Customer

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Amie Thompson Oakboro, NC

Always responds to my questions or concerns

5 years ago

Reply from SmileDirectClub

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

May. 4th, 2021

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Verified Customer

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Wilton Reynard New York, NY

Did not meet my expectations but I'm still pretty happy with the results

5 years ago

Reply from SmileDirectClub

Hi Wilton. We're concerned to see this, as we take pride in the attention that our customer care team devotes to all communication efforts. In order to better assist you, please reach out to us directly at reviews@smiledirectclub.com. Thank you!

May. 4th, 2021

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Verified Customer

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J Gray, GA

Great service, simple, efficient, friendly!

5 years ago

Reply from SmileDirectClub

J, we're delighted to see this!

May. 3rd, 2021

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Verified Customer

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Sahar Sultan Philadelphia, PA

Horrible customer service. Charged me extra 125 dollars and then stopped responding. Closed all my inquiries without even replying

5 years ago

Reply from SmileDirectClub

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

Apr. 19th, 2021

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Verified Customer

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Kay Miller Suffolk, VA

Easy, convenient, effective and great customer service.

5 years ago

Reply from SmileDirectClub

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

Mar. 4th, 2021

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Verified Customer

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Michelle Rogers Tifton, GA

They have been very thorough during my process.

5 years ago

Reply from SmileDirectClub

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

Mar. 4th, 2021

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Verified Customer

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Cynthia Longoria Lewisville, TX

Very simple and easy process. Even when refinements were needed.

5 years ago

Reply from SmileDirectClub

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

Mar. 4th, 2021

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Verified Customer

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Zhane Brooklyn, NY

I got all my stuff on time and everything set correctly. When it was time to get my retainer I was trying to find out information and it took a very long time to receive that information. I was on online using customer support and then like I was waiting for a long time and then they told me I had to wait until after my treatment was over to get it so I didn't get it till later. It's convenient because I'm able to eat whatever I want and just take off my retainers then just put it back in. If you follow the directions, of course, the process is really quick compared to traditional braces.

5 years ago

Reply from SmileDirectClub

Zhane, thank you so much for your high rating!

Mar. 4th, 2021

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Verified Customer

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Antoinette Las Vegas, NV

Great customer service, convenient, and affordable

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.

Mar. 2nd, 2021

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Verified Customer

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Lisa Cox Plano, TX

I had to wear my aligners longer than expected. My teeth are still not straight. I am not completely happy at all !

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. 2nd, 2021

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Verified Customer

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KIRSTEN KIESSLING Shirley, NY

Always available for questions. Staff was knowledgable and kind

5 years ago

Reply from SmileDirectClub

Hey, thanks for sharing. This is totally the experience we want you to have. We cant wait to see the results.

Mar. 2nd, 2021