Name: SmileDirectClub
Rating: 2.8

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Verified Customer

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Sandra

Customer service in person and on the phone is always friendly knowledgeable. They handle all my situations with care and ease.

4 years ago

Reply from SmileDirectClub

We are so happy to read this!

Mar. 10th, 2020

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Verified Customer

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Karla

Nice product chance my smile I would recommend this product to my friends I wish I could finished paying it off more faster

4 years ago

Reply from SmileDirectClub

Hello Karla, we are ecstatic to see your kind review! Thanks so much.

Mar. 17th, 2020

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Verified Customer

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Katherine Solorio

My experience with SmileDirectClub was good but I still have concerns about my bottoms tenths cause they are not in the right place and I'm in the six month where I a

4 years ago

Reply from SmileDirectClub

Katherine, thank you so much for sharing.

Mar. 2nd, 2020

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Verified Customer

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Jesse

The treatment worked partially. My teeth were straightened, but not completely. There are no personal follow ups after receiving the initial treatment box.

4 years ago

Reply from SmileDirectClub

Hi Jesse, we appreciate you taking the time to leave us this feedback.

Mar. 2nd, 2020

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Verified Customer

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Theresa Andersen

I'm not finished with my treatment yet because it was extended for better results but so far I'm really happy with the look.

4 years ago

Reply from SmileDirectClub

Theresa, we love seeing this!

Mar. 2nd, 2020

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Verified Customer

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Kharla Houston

The entire process was uncomplicated. Everything I needed to know was covered in my initial meeting and the box comes with everything needed.

4 years ago

Reply from SmileDirectClub

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

Mar. 2nd, 2020

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Amanda George IL

They advertise one price but then when you call to ask for that they raise the rate and say that your specific needs dont fit what we advertised. I paid for it for about 3 months and then quit because I didn't see results like they guaranteed I would. The charges are separate for the impression kit, however the Customer service is very nice and helpful. That's why I have 3 stars instead of 2.

9 months ago

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Jacquie Moore Northridge, CA

I'm happy with the response I've had from SmileDirectClub regarding extending my treatment. I felt like it just wasn't complete and everyone has been so quick to respond with a facetime call and the new impression kit. I can't wait to finish and show everyone my new smile!

2 years ago

Reply from SmileDirectClub

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

Oct. 4th, 2021

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Lauren Feijoo Johnson Commerce City, CO

I was told to arrive 10 minutes early for my appointment and then didn’t get called in till 17 minutes after my scheduled time, so I was waiting for 27 minutes. Then I was told the appointment will take less than 30 minutes, it took 44 minutes. The person doing my appointment did not know what an HSA or FSA was when I asked her details about using it. She also took her mask off several times during our appointment, and there was no I protection being worn by staff as I expected that since the website said staff would be wearing it. When I wasn’t ready to put a deposit down the staff member I was working with got a different staff member to come in and talk to me about it and I felt as if I was in a high-pressure car sales environment. It did not feel like healthcare and made me feel like I was being pressured instead of helped. We did appreciate the detailed directions to get to the club and the validated parking. I feel it would’ve been more professional to have the staff and scrubs as opposed to professional dress clothes.

2 years ago

Reply from SmileDirectClub

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

Sep. 29th, 2021

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Candis Holmes Pawleys Island, SC

My experience with a smile direct club is great! the doctors explain everything to me an email and also they sent images of my new smile which I do like. so yes my experience with smile direct club is wonderful I am ready to take this journey for my new smile

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Candis, we strive for 100% satisfaction, and it's always our goal to give customers an informative and exciting experience. Thank you so much.

Sep. 3rd, 2021

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Lois Smyth Phoenix, AZ

I found the whole process streamlined and very pleasant from the consult to the 3D scanning. When it was over, I felt I had a complete understanding of what to expect, my total cost and no "bait and switch". I can't wait until my aligners arrive.

2 years ago

Reply from SmileDirectClub

Hi Lori. Thank you so much for this 5-star review! We appreciate you taking the time to share. We’re here for you at any time.

Aug. 30th, 2021

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Kim Faber Cleveland, OH

The aligners used are very high quality and work well. It is affordable and does a great job. I am extremely satisfied with the care team. Whenever I had a concern, the team got back to me within a couple of minutes. I would, and have, recommend this company. My smile went from crooked to straight in a matter of 4 months and $1850.

2 years ago

Reply from SmileDirectClub

This means a lot to us, Kim. We sure are proud of both our team and the technology we use in order to give our customers a cost-effective and convenient option. Thank you so much for your kind words of support.

Aug. 27th, 2021

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bankroll bella New York, NY

Laura was amazing , she made me feel completely comfortable , let me ask all the questions I had and assisted me perfectly. The world needs more employees like her. Extremely informative. Smile has all questions answered. They think of every possibility ever

2 years ago

Reply from SmileDirectClub

Hey Bella. Thank you so much for this 5-star review! We appreciate you taking the time to share. We’re here for you at any time.

Aug. 27th, 2021

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Estucky Phoenix, AZ

Wow, what a pleasant experience!! The process was easy and streamlined. The sales lady assisting me was knowledgeable and, friendly. I’m definitely interested in purchasing some of the night-time aligners if eligible. I haven’t received my treatment plan via email as of yet. But, daily I’m checking my inbox!! Thank you, again!!

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

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

Aug. 26th, 2021

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Nicole Edwards Philadelphia, PA

My appointment was on August 18, 2021 and I was seen by Erica. Erica was the most warmest person anybody can meet. She made me feel like family and she was awesome. She was very knowledgeable about everything and she made she I understand everything. I felt very comfortable there. I can't wait to get my aligners.

2 years ago

Reply from SmileDirectClub

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

Aug. 25th, 2021

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JL Fort Worth, TX

Good, but..... The place was great and my Tech was great. I explained to her that I was concerned about my slight overbite and my bottom teeth. I did go see an orthodontist to see if I was an Invisalign canidate. I did some research and thought Smile Direct as a more affordable option. As they explain they are basically the same. I chose the one time payment of $1750. I was sent an email that had only my top teeth plan. Since they are 99% there was ZERO change in their 2 year plan. I emailed asking for my bottom. I was told I was approved for top only, sorry for the inconvenience. I was confused since that was my only concern and mild crowding. Much worse in most before and after pictures online. I was told they would reach out with more information. I received a second email that stated my lower exceeds parameters and protocols for SD. I am not sure if SD liners are not as strong as Invisalign or if it was a longer treatment than the standard year and half. I would have paid more if it was a slightly longer plan. Since I started my bottom was my only concern and it was not approved, a phone call or explanation email would have been nice. I had to ask for more explanation. Back to the name brand.

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hello JL, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. It is important to us to always provide a genuine service for our customers. We are sorry to hear about your experience thus far. If there is anything we can do to help, please send us an email at [email protected]. Best, Toni

Aug. 23rd, 2021

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michel hart Portland, OR

Suzette and Charleigh were very informative and helped me understand what to expect throughout my treatment plan. They both made me feel welcome and comfortable during my consultation. I really enjoyed meeting both of them. I would highly recommend Smile Direct Club based on my experience.

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

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

Aug. 19th, 2021

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Vanessa Miranda Denver, CO

Smile direct club in Denver was a great experience hands down🙌🏼 Everything from the moment I walked in to the 3D scan was great. The results I’m seeing in my smile are amazing. Thanks smile direct club for helping me smile again!!

2 years ago

Reply from SmileDirectClub

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

Aug. 13th, 2021

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Drew Williams New York, NY

I appreciate the way the product is presented (all at once) and the support products it comes with. However, my overall experience is disappointing. After a 4 month program, the primary result I was hoping for was only partially achieved. The large gap between my 2 front teeth has been 90% closed down, but that distance was covered by spreading other teeth behind them out instead of bringing all the teeth (front and rear) closer together. Furthermore, I've sent several emails requesting a consult with my servicing doctor to go over my concerns, but there's still been no response. My program cost about 35% that of [Invisaline], but the quality of the treatment has been deficient. The saving grace is that they've agreed to follow up my initial treatment with a second round- a bittersweet result since the program is a hassle to tolerate (improper fits, mild gum irritation, cleaning, protecting, taking them out for every meal, etc).

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi Drew, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. Our goal is to make sure our customers achieve their ideal results. If customers have any questions or concerns about treatment, we are available to help with that. Please reach out to me with an email at [email protected]. Kindest Regards, Toni

Aug. 9th, 2021

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Kee Kee Mechanicsville, VA

Awesome customer service. The young lady who called to set up my plan went above and beyond ( I could feel her passion through the phone ) she was awesome and amazing. The process was easy and I am now waiting on my product ( if anything changes I will update but the whole start of the process as been helpful, easy, and knowledgeable)

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Kee Kee, we strive for 100% satisfaction, and it's always our goal to give customers an informative and exciting experience. Thank you so much.

Aug. 5th, 2021

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Aretha carrington Ellicott City, MD

Smile direct was awesome they walked me through my experience with my impression kit they kept me updated with all what I needed to know about my next step I’m very satisfied with my experience with them so far waiting on my alingers yes thanks again

2 years ago

Reply from SmileDirectClub

This is why we do what we do. Thank you for the feedback, Aretha!

Jul. 29th, 2021

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Melissa Rumford, ME

The impression kit experience was GREAT! The kit itself ended up costing me nothing, because I got my cash rebated upon return! The kit came VERY fast. The instructions were very simple. It took no time at all to come up with my treatment plan! They even had a local dentist handle my plan! SO excited to get started!

2 years ago

Reply from SmileDirectClub

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

Jul. 19th, 2021

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Edward Valkenaar Castle Rock, WA

I had a good experience with smile direct club assistance treated me with friendliness relaxed atmosphere that there's no pressure sales everything is a complimentary exam I decided to go with the smile direct company they're hip and and they're rocking the dental world because they're not a money minded company, but rather a people minded company. Smiledirectclub is a 21st century dental orthodontics company that cares about people for the best price best services and product.

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi Edward, thank you so much for your positive comments about SmileDirectClub

Jul. 14th, 2021

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Diana Karpowicz Miami, FL

The staff is very friendly and knowledgeable. The overall experience is unique too given that you see your teeth in front of you to see what you have now before the new smile will change it for the best! I am so excited to start the process. Loved my gift goodies as well

2 years ago

Reply from SmileDirectClub

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

Jul. 9th, 2021

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a Schneider Cheshire, OR

The impression package I was sent was the wrong kind for a person just starting your program. The pamphlet that was in the box said something like “it’s not uncommon to need a readjustment during your treatment send these and get back on track”. I however haven’t had impressions from you guys before and it was confusing as it didn’t come with instructions on how to take the impressions. I had to search videos on how to take impressions and when I watched your video they referred to instructions that my box didn’t have. I was still able to take great impressions however just wish I received the right box for them :)

2 years ago

Reply from SmileDirectClub

Hi A, thank you so much for the positive feedback and for taking the time to post this review. Our customers help us to constantly learn and improve what we do.

Jul. 9th, 2021

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Sebastian Garcia Tampa, FL

They explain the process and make it so easy to understand. I 110% recommend doing the scan at the store instead of sending your mold. Dee was so amazing & explained the process from start to finish, I couldn’t think of one question!

2 years ago

Reply from SmileDirectClub

Thanks so much for the review! We work hard to make sure every customer has the best experience in the best environment, and we are happy to see that reflected in this review.

Jul. 2nd, 2021

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Eli Cano Indio, CA

The experience thus far is great. When you want to get that smile fixed, they’re on it and they really get in touch with you so you can get assistance and satisfaction during the process. I can’t wait to see how my smile will turn out 😌

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi Eli, we strive for 100% satisfaction, and it's always our goal to give customers an informative and exciting experience. Thank you so much.

Jul. 2nd, 2021

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David Champion Pharr, TX

The foremost positive would be the staff, Miranda was fantastic, knowledgeable, and truly gifted at her position. She addressed each of my concerns for my dental situation and I'm confident of the improvements to be made when I begin my treatment. The office manager was incredible too! Thank you so much!

2 years ago

Reply from SmileDirectClub

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

Jun. 30th, 2021

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Sabrina Concepcion McGrath Philadelphia, PA

The woman at the front desk, Erica I believe, was very nice and got me back to my smile guide as quick as possible. My smile guide, Emma, was phenomenal!! She was very informative and knowledgeable about smile direct club, she related to my struggles with my teeth, and was so passionate about helping people improve their smile! Highly recommend!!

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Sabrina, thank you for your kind review. We are happy to pass along your comments to the team here at SmileDirectClub!

Jun. 30th, 2021

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Pahja Gaddie Brooklyn, NY

Just had my in person appointment so I haven't gotten my aligners yet, and to be honest I only showed up for the free whitening kit. But my experience with the rep, Genesis was fantastic and solidified that I will be following through with my purchase. Her effort and knowledge made me feel like this was really something I could do for myself.

2 years ago

Reply from SmileDirectClub

Hi Pahja, thank you so much for the positive feedback and for taking the time to post this review. Our customers help us to constantly learn and improve what we do. I'm so glad the SmileShop visit was a great one and will pass on the feedback to our shop managers!

Jun. 22nd, 2021

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Arla Bohnet Casper, WY

The anticipation is killing me, but you guys have been wonderful about sending emails and texts updating me on the status of everything. I’m still super nervous but so excited!!! Thank you for keeping me up to date with all the moves you’re making on my new smile 😁

2 years ago

Reply from SmileDirectClub

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

Jun. 14th, 2021

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Mandi Perkins Kansas City, MO

Reliable customer service and the aligners are so comfortable and unnoticeable. Even the before process was easy and comfortable! I love them and so glad I made the decision to get my teeth straightened by them. So far I am still in the process and have about one month left before completing my cycle but i am pleased with everything so far!

2 years ago Edited December 3, 2021

Reply from SmileDirectClub

This makes us smile! Thank you, Mandi.

Jun. 8th, 2021

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terry frilot Dallas, TX

It was an easy process just wish that they would do more research on the size of trays each person may need before sending the kit out to help speed up the process. Other than that I'm really excited about getting my aligners.

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

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

Jun. 7th, 2021

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Ken Updike Groton, NY

The experience was easy, quick, and reliable up until I received my approval to begin treatment and 3D model of my transforamation. The email i received suggested that I was all set and approved to begin with my liners. Provided the link to purchase them. However upon reviewing my 3D model I noticed that the bottom teeth model did not appear to work. My teeth never moved in the model. I contacted customer service to ask about the issue. I was told that the liners would not work for me on the bottom, only the top. This information was not mentioned to me in the "congratulations" email I received. Only information email included was that I could now buy my liners and begin the process. Would have been nice to have the professionals explain to me the issue rather than have to search out the info for myelf.

2 years ago

Reply from SmileDirectClub

Thanks for your review Ken, we are sorry to hear about your experience, before any treatment plan is approved our team in charge needs to verify if there is not going to be any movement that might compromise your smile as a whole, if this caused any inconvenience please accept our sincerest apologies, you can always send us an email at [email protected] if you require further assistance.

Jun. 5th, 2021

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David Goins High Point, NC

I really enjoyed the friendly welcoming atmosphere, and the high level of professionalism. Smile associate Liz was very awesome and knowledgeable. She demonstrated all the product features and answered any questions that we had. I highly recommend SmileDirect Club of High Point! If you go ask for Liz you won't be disappointed!!!

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Thanks for the amazing review David, we'll continue working hard to get you the smile you are looking for.

May. 29th, 2021

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Jenni Zollinger Aiken, SC

We used SmileDirectClub for my son with amazing results so I have signed up myself!! The Greenville, SC office was so professional and welcoming. I started using my free whitening pen today and can already see results. I am excited to start my journey with SmileDirectClub and I am looking forward to a better and more confident smile.

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi there, Jenni! We are so glad to read this awesome review! Thank you for sharing your experience and your expectations, we will certainly do our best to help you get the smile you deserve.

May. 26th, 2021

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Sir-Robert J. Robinson-VanWyke Aurora, CO

I actually have not a word or anything negative to say about smile direct Club. This is the best experience I've had at any establishment in a very long time. Alejandra was AMAZING! GIVE THAT GIRL A RAISE OR A PROMOTION...SOON!

2 years ago

Reply from SmileDirectClub

Super happy to hear about your experience! thanks for taking the time to share it, we'll let our team know about Alejandra!

May. 23rd, 2021

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Big i FL

My experience went well. With the exception that parking is not provided. Therefore, I missed my appointment while circling the block looking for a parking spot. They rescheduled my appointment for an hour later. I had to hand out in my car for an hour. But other than that , it all went well. The lady that did my scan was kind and helpful.

2 years ago

Reply from SmileDirectClub

Thanks for the feedback! we would like to continue making smiles and an incredible experience so this review is really important for us and we would like to take it into consideration, feel free to send us an email to [email protected] so we can verify the shop location and properly assist you.

May. 20th, 2021

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Jaimie Goltzman Orlando, FL

Sonia is a fantastic representative of your company. She is professional, personable, and knowledgeable. She took the time to listen to my concerns and perform a thorough exam, explaining the potential of the product. I did sign up but I feel the company should provide its policies, especially regarding financial options (switching options/early repayment) in writing.

2 years ago

Reply from SmileDirectClub

Thanks for taking the time to share your feedback Jaimie, we'll certainly take your word into consideration so we can continue improving the experience provided.

May. 5th, 2021

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Elizabeth Rose Port Richey, FL

I received my impression kit the next day after ordering. I was impressed at how quick it came. I sent it back the same day and was able to see the tracking the whole time. Once it was received on their end it said to allow 72 hours for the results of my smile. 72 hours came and went and my account still said the same thing. I reach out via live chat and was told to allow another 72 hours. Again it came and went. After a few different live chats the answers changes from 2-3 days to 7-10 business days. Meanwhile my account still said please allow 72 hours. I tried calling customer service but the wait was so long I hung up. Just under the 4 week mark I got the emailed results. I was prepared to move forward till I saw that my minor crowding problem was going to leave me when a gap between my front teeth which I do not have now. I opted to not move forward because this wasn’t the results I wanted.

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi Elizabeth, we are sorry to hear about your review, there are scenarios where the 3D preview is not going to be 100% accurate, and maybe the space will not be there at the end, you can send us an email to [email protected] or you can also give us a call and we can contact you with our Dental Team who will be able to let you know in detail about your 3D preview, looking forward to hearing from you soon.

May. 5th, 2021

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Ashley Paredes Bloomfield, NJ

The center in Newark I visited was amazing, modern, and knowledgeable. Leilani helped answer all of my questions and educated me on the process. Unfortunately I will not be acquiring the service due to the 4 month results. A lot of my teeth spacing would not be corrected with smile direct club and or the rice ultimately it is not worth me purchasing.

3 years ago Edited September 14, 2021

Reply from SmileDirectClub

Ashley, thank you so much for sharing. We’re here for you at any time.

Apr. 14th, 2021

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Chris R Easton, PA

My SmileShop experience was fantastic. I went to the Lehigh Valley pop-up shop and worked with Sasha. The experience was very professional and easy-going. Sasha was phenomenal and made me feel comfortable during the appointment and confident about moving forward with Smile Direct Club in the future. However, when I got home I reached out to Smile Direct customer support via Chat on their website to follow up with some questions. I was chatting with "Axl V". It was an extremely unpleasant experience. This individual seemed bothered by my questions. He terminated the chat while I was still discussing my concerns, which felt like the equivalent of being hung up on. There was also no use of punctuation during the chat, which made the understanding his responses a little difficult. After my session with Sasha, I was ready to jump into Smile Direct Club. She was FANTASTIC. However, since my discussion with "Axl V", I am extremely hesitant and don't believe I will be opting in. I do not want to risk joining a program where the customer service was this poor.

3 years ago

Reply from SmileDirectClub

Hello Chris, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. It is important to us to always provide a genuine service for our customers. For further assistance, please reach out to me directly at [email protected]. Best, Toni

Apr. 7th, 2021

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Tera Catonsville, MD

I am very satisfied with my experience. I have had issues which is to be expected with any medical/cosmetic procedure. But they handled it great! Amazing customer service. I’m still smiling! Thanks to the ladies at the Towson, MD they are amazing!

3 years ago Edited September 14, 2021

Reply from SmileDirectClub

Thank you so much for sharing, Tera!

Apr. 5th, 2021

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Jared Columbia, SC

The technology used and concept are good. The people and barrage of marketing are utterly annoying and if I were to say that there was a reason not to use this company, this is definitely it. Went in for the office consultation, as soon as the scan was done, I had a contract in front of my face thi sign and fork over the money. I talked with the associate at the office we visited, told her we needed to check how our insurance was going to work. 2 days later I get a call and the conversation went something like, "we've got your scan and a plan in place, I'll go ahead use credit card ending in xxxx to process that order". I had to give a credit card number to hold the appointment, fair enough. I NEVER gave an authorization to even consider using it for anything else. It should've been removed from my file after the appointment.

3 years ago

Reply from SmileDirectClub

Hi Jared. I'm so sorry that it's been such a rough road. That shouldn't have happened. Please send us an email to [email protected] so we can better assist you.

Mar. 23rd, 2021

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Sarahneths Milford, CT

It was very quick, the smile direct girls were very friendly and I had no issues at all. I went to get a new scan after my treatment ended to see if I needed refinements. They treated me with respect and I would absolutely recommend smile direct!!!

3 years ago

Reply from SmileDirectClub

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

Mar. 20th, 2021

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Lisa Kirven , FL

What I like most about smile direct club was everyone was kind and respectful from the time you walk in the door to the time you leave, they are very concerned about your needs and wants. Thank you for such a great experience

3 years ago

Reply from SmileDirectClub

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

Mar. 20th, 2021

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Chundrea Portis Folsom, CA

It was a wonderful experience from the moment I stepped in the door! Great customer service and Ariana was amazing throughout the entire process! She was very through and I got all the information I needed! I can't wait to start my Smile Direct journey!!

3 years ago

Reply from SmileDirectClub

Let's get this party started. This is totally the experience we want you to have. If you ever need our assistance don't hesitate to reach out at [email protected].🙂✨

Mar. 17th, 2021

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Nicpaige Belleville, IL

The impression kit was very easy to use! The directions that the kit came with were simple to read and to understand. The one thing that I wish I could change is my care team. Not that they aren’t always friendly, but I wish I could have the same person reach out to me each time. As someone who was super hesitant to order aligners, it would be very comforting to have the same person reach out to me about my treatment plan. I wish I could also have the dentist who reviewed my case reach out to me too.

3 years ago

Reply from SmileDirectClub

Thanks so much for your feedback, we’re really appreciated it. If you ever need our assistance don't hesitate to reach out at [email protected].

Mar. 17th, 2021

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Dominique walton ,

I loved the customer service. My Helper was so nice and warm with the whole process and made me feel more comfortable than the Orthodontist. I am happy with the payment plan. Only thing I dislike is the wait time for the Ali gets other than that IM HAPPY AND THANK THE COMPANY FOR COMING OUT!!! New smile pretty soon

3 years ago

Reply from SmileDirectClub

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

Mar. 15th, 2021

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Michelle DiDonato New York, NY

So far it has been ok. The impression kit is fairly easy. My only concern this early in the game...is that customer service is all over the place. Different information each time I connect. I was notified impressions were received. I also received a message to reach out to support on app. I did, there was no reason. Rep said must have been sent in error. I phoned in twice to change the payment option. Once to change it, second time to verify because it was not reflected as changed in the app. I do not believe it ever updated on the app so I do not like that part. I was trying to launch the app today to check on my order progress but it kept cycling and timed out. I also received an email today indicating my impressions were received today. I was notified a week or so ago saying the impressions were received and approved. I also see that the amount is $100 more than the amount I was given when the process started. The only thing it could be is that it is for the retainer. I don’t know. There was no sort of itemized receipt. So like I said, my concern is going to be customer service and using the app. I hope it changes for the better.

3 years ago

Reply from SmileDirectClub

Hi Michelle. I'm so sorry that it's been such a rough road. That shouldn't have happened. Please send us an email to [email protected] so we can better assist you.

Mar. 12th, 2021