Name: SmileDirectClub
Rating: 2.8

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Verified Customer

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Lorne Porter

Everything was well explained, was able to self monitor my progress, all questions answered whenever i needed

4 years ago

Reply from SmileDirectClub

Lorne, thanks for the positive feedback!

Feb. 26th, 2020

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Verified Customer

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Jessica Kongstad

Absolutely wonderful and effective and the customer service is great but I do wish that each pair hadn't required so much filing

4 years ago

Reply from SmileDirectClub

Hi Jessica, thanks so much for sharing!

Mar. 16th, 2020

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Verified Customer

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Emma Murray

Wonderful results for far less than I would have paid at the orthodontist. I was able to use my flex spending account.

4 years ago

Reply from SmileDirectClub

We love providing a convenient and affordable option! Thank you for the feedback, Emma.

Mar. 10th, 2020

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Verified Customer

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Sherri Rocha

My teeth did straighten and the aligners were easy to use, I'm very satisfied with my smile, I think their customer service could be better

4 years ago

Reply from SmileDirectClub

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

Mar. 2nd, 2020

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Verified Customer

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Michaele MC Clellan

My teeth look great and very pleased with results. The price very reasonable, definitely will recommend to anyone.

4 years ago

Reply from SmileDirectClub

Happy to hear it! We love providing a cost-effective option for our customers. Thanks, Michaele.

Mar. 2nd, 2020

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Verified Customer

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Crystal Whisman

Everything with ordering and the fittings worked great. Whenever I needed help the customer service was great

4 years ago

Reply from SmileDirectClub

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

Mar. 2nd, 2020

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Lulu Hughes Miami, FL

I will never recommend smile direct. My $100 was not taken off and I paid in full at my first visit. It took them about 6 months to send my referral friend her gift certificate for $100 & remind you I still have not received mines while I am own my 11 aligners. Customer service reps are rude they never help with my calls Ech time , supervisors I recommend for a call back within 24 hrs never call me back. They do not take there time to Reseach my account to see what is my concerns / plan , they ask you questions and put me on A hold for each question for 5 mins each time... and still my problem still have not . resolved

10 months ago

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Carlos Agosto

I paid this program teeth for my little queen because he have problems on the front teeth but in 6 moth I see a big difference and don’t suffer is the best treatment and is cheap also. Big Star ⭐️

10 months ago

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Bridget Walker Gulfport, MS

SmileDirectClub is a very expensive way to get your teeth straightened. It will cost you an arm and a leg to get your teeth straightened they way they should be. I used them for my. Daughter and we had to get hers redone.

1 year ago

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Mario Martin Montgomery, TX

I just recently used Smile Direct for my 16 year olds teeth. I was expecting a lot of expense, and other unforeseen complications, but my experience was nothing of the sort. My daughter's confidence level is better than either of expected and the entire dental experience was accommodating and pleasant for of both, my daughter and I.

2 years ago

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Nancy Bao McLean, VA

1st, the woman who did our scan was very professional. She was a dental hygienist (not the English major college student who did my son's scan last time). She was courteous, efficient, and didn't try to hard sell us into buying anything on the spot. She's the only reason I'm giving this a 2 star review instead of a 1 star review. 2nd, but the treatment plan we received was almost a joke. While it did improve my daughter's cosmetic smile, it did nothing to correct her bad "bite" on the right side of her mouth. The bite is SO much more important for oral hygiene than the smile. No orthodontist would have approved this treatment plan without making any suggestion to improve her bite. This really makes me wonder whether an orthodontist actually reviewed this, or whether it was just some marketing/salesperson who sent us the treatment plan.

2 years ago Edited October 4, 2021

Reply from SmileDirectClub

Hello Nancy, 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 always want to address any questions that arise. 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

Oct. 4th, 2021

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Susan Chavez San Antonio, TX

Very courteous individuals I have spoken to..all my concerns addressed. Love that I was able to see the process and what the results would look like upon completion of the dental procedure.

2 years ago Edited September 29, 2021

Reply from SmileDirectClub

Hi Susan. 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.

Sep. 29th, 2021

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Eugenia Cowan Tucker, GA

That I was able to get an appt and come in to talk to representatives. The young lady who helped me was very informative and told me everything I needed to know. I have not heard back from SmileDirectClub about whether or not I will get the aligners and we I will receive them. I have been waiting to hear back from someone.

2 years ago

Reply from SmileDirectClub

Hi, Eugenia. It's always our goal to provide helpful and effective service to all our customers. Please give us a call, and we'd be happy to assist further.

Sep. 29th, 2021

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Jo Zamudio Stone Mountain, GA

Everyone at the SmileDirectClub in Charlotte was super welcoming and sweet as soon as I walked in the door. They talked me through everything so that I was completely aware of what was going on.

2 years ago Edited September 27, 2021

Reply from SmileDirectClub

Jo, we love seeing this!

Sep. 29th, 2021

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Meliy Boskovic St. Petersburg, FL

They’re nice, sending encouraging quotes, I was able to show mild to moderate for my teeth and hoping that this thing works :). Overall good experience with customer service.

2 years ago

Reply from SmileDirectClub

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

Sep. 29th, 2021

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Jonathan Isaac Rodriguez Los Angeles, CA

At first i almost wanted to leave because the ladies pretended to not see me at allbut when they finally did they passed me over to Jose aand he was extremely helpful and nice and he made my frown turn upside down. HA

2 years ago

Reply from SmileDirectClub

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

Sep. 13th, 2021

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Amber Moore Belfair, WA

I think Smile Direct has an amazing business with fantastic customer service. The experience was seamless with little confusion. I would give 5 stars if it were a little less expensive. I hope to purchase one day in the future.

2 years ago

Reply from SmileDirectClub

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

Sep. 9th, 2021

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Karma Choedak Norman, OK

I went to the smile club office and it was a great experience! Ashley was super friendly and professional. Definitely recommend to anyone. Cannot wait to see what this will bring!- a good smile hopefully:)

2 years ago

Reply from SmileDirectClub

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

Sep. 2nd, 2021

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bryan salinas San Dimas, CA

It was very nice of how helpful and caring they were to new members and making sure you feel comfortable about your treatment plan and I really appreciate the care and support they provided.

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

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

Aug. 24th, 2021

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Katherine Calderon Brooklyn, NY

phone customer service is better than in person. I was given basic generic answers from a script for my questions. I was told I’d hear back in 72 hours to proceed with treatment and it’s been a week. Although the service is virtual and I understood I would never physically meet with the ortho I actually have never had a conversation with them instead when I call customer service I keep being directed to their ‘dental specialist’. I’ve always been the one to contact SDC because they forget to submit my photos, my payment, or reach out as they said they would.

2 years ago

Reply from SmileDirectClub

Hello Katherine, 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 always want to promptly address any concerns that arise. We're sorry to hear this experience did not live up to those expectations. 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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Michelle Carver Tucker, GA

The woman that I sat with was very knowledgeable about the company which I loved. This company as a whole, I really feel like it’s a waste of money. This is for anyone who’s teeth are straight already & you’re looking to fix your gaps. It cost me 2k with or without a payment plan +$3-400. It’s literally more than what I was quoted for braces which is a procedure to ensure I finish with straight teeth. Maybe this is only for convenience, but I don’t see why I would spend 2k with you all & allow it to create more spacing or have to go through the process all over again if I plan to correct something else. Plus you have to sign a waiver so be sure to check into that deeply(when waivers are involved, it’s because there’s been lawsuit request) I rather just spend my funds on quality braces that my orthodontist can check regularly, rather then a zoom meeting to open my mouth. I mean it’s the same price for me anyway but the ladies in the office are super friendly and sweet. I was also told if I leave a positive review I’ll get a discount😂

2 years ago

Reply from SmileDirectClub

Hi Michelle. We're concerned to see this rating. If you had any concerns that haven't been addressed, please email us at [email protected]. Best, Luana

Aug. 19th, 2021

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Gary Landau Los Angeles, CA

The initial consult was friendly and great, and they were eager to have me sign-up saying that I was a great candidate for the service. However, I had to do my own investigation into whether or not the end result would provide me a safe and desired bite. It wasn't until I started asking questions (via online chat) that they said "we do try to address bite-related issues as much as we can, but due to your occlusion, we may not be able to fully resolve the issue. Due to your current occlusion in-office treatment setting or metal braces are needed." They failed to mention this short-coming of their delivered service, until I asked.

2 years ago

Reply from SmileDirectClub

Hi Gary. We're concerned to see this rating. If you had any concerns that haven't been addressed, please email us at [email protected]. Best.

Aug. 12th, 2021

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Breslin P2 Olive Branch, MS

Extremely professional! Followed very strict Covid guidelines. Ciara was FABULOUS! She was extremely knowledgeable, welcoming & very thorough ! I’ve recommended Smile Direct Club to many friends & coworkers!

2 years ago

Reply from SmileDirectClub

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

Aug. 12th, 2021

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Nichole Chicago, IL

The staff was amazing .. My smile guide marquise was very helpful with answering all my questions.. He did an awesome job with my 3D scan as well .. Couldnt of asked for a better experience with smile direct !!!

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Nichole, we're delighted to read your review!

Aug. 9th, 2021

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Kevin St. George Vicksburg, MS

The impression kit was very easy to use and had clear instructions. When I had a question about the required pictures customer service was incredibly friendly and walked me through my questions in no time.

2 years ago

Reply from SmileDirectClub

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

Aug. 9th, 2021

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Benjamin Maldonado Coram, NY

I had a pleasant visit, it was quick, easy and most of all welcoming. Thank you smile direct. Ps more pop ups are needed there are many more people in Long Island that need your services this far out.

2 years ago

Reply from SmileDirectClub

Benjamin, we're delighted to read your review!

Aug. 3rd, 2021

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J Mack La Grange Park, IL

I enjoyed the visit it was very informative and she was very polite. Didn't know what to expect or how much it cost. Do you need to save a couple of thousand but I'll be back to get it done

2 years ago

Reply from SmileDirectClub

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

Aug. 3rd, 2021

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Yoshida Berry Richmond, VA

The fact that everything is so modern and quick! All staff was extremely friendly and knowledgeable. The only reason 4 stars and not 5 is because I was offered free whiting to be told there were no lights available. So I didn’t get my whiting light or a follow up.

2 years ago

Reply from SmileDirectClub

Thank you for the feedback, Yoshida!

Aug. 3rd, 2021

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Bambi Philadelphia, PA

Erica was great. She was knowledgeable when explaining to me the process about getting my new smile. She made me feel comfortable and at ease when scanning my teeth for the mold.

2 years ago

Reply from SmileDirectClub

Bambi, thank you for the high star rating!

Jul. 14th, 2021

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Anne Michelle Perkins North Las Vegas, NV

I loved their convenient location for my appointment. The facility is clean and organized. Everyone was kind and helpful. I’m just waiting on my insurance to begin my membership.

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

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

Jul. 14th, 2021

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Destney Higgins Dallas, TX

Everybody is so friendly and has good vibes! I love this place and I love the person who helped me she was amazing and so sweet I have already told everyone about my experience.

2 years ago

Reply from SmileDirectClub

Destney, we love seeing this!

Jul. 14th, 2021

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John Craft Fort Worth, TX

I have enjoyed the progress made. However, the upper retainer did not fit my teethe because it belongs to someone else. I contacted your company via the chat feature in the app and was told 4-5 weeks to get the proper set plus $29 for the impressions. In my opinion, a screw up should be corrected immediately and not have to wait 4-5 weeks! I understand 4-5 days. Now I’m wearing the last aligner that isn’t designed to be worn this long. Hopefully my teeth don’t move much while I have to wait.

2 years ago

Reply from SmileDirectClub

Hi John. 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 [email protected] . Thank you.

Jul. 8th, 2021

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Barbara Rundel Fort Worth, TX

I have had good service and friendly assistants each time I have talked or messaged SDC. Your staff is informative and helpful. I wish it didn't take so long to get the aligners. I'm anxious to get started.

2 years ago

Reply from SmileDirectClub

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

Jun. 24th, 2021

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Philathia Y Brown

My consultant Dee was excellent and she was very knowledgeable. I would never have known she'd only been with the company for only 2 months. Her professionalism was impeccable as well as she was friendly and helpful!

2 years ago

Reply from SmileDirectClub

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

Jun. 24th, 2021

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Christian Willson Crestview, FL

I received my original aligners a few months ago and my teeth started not to fit them after a few weeks of use. I followed up with the touch up kit, sent my impressions back along with updated photos. A few weeks passed by and haven’t heard anything back so I used the service on the app to see where my new aligners were and how they were coming along only to find out the photos I submitted were never received. I again uploaded photos for the second time for the touch up (third time total) and waited a few more weeks. I again checked back in to see how they were coming along only to get the same answer. I tried to submit the photos and I got the message on the screen saying something along the lines of “thank you for submitting your photos, you’re on your way to a lifetime of happiness” so I waited a month or so and finally called customer support to have a 30 minute wait time and see what exactly is going on and why I haven’t received anything, or any updates on my touch up kit. Overall I’ve been without aligners for roughly 3 months after 2 months of treatment. I was supposed to be done by august 8th and now am still waiting on my replacement aligners. Really wish the service was smoother but hopefully it will be straightened out (no pun intended) and I’ll have the smile I want.

2 years ago

Reply from SmileDirectClub

Hi Christian, thank you for rating us. We are so sorry for the inconvenience of submitting the photos and the hard time during your Touch-Up, we want to take care of this, please send us an email to [email protected].

Jun. 22nd, 2021

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Mariam Girgis Lansdale, PA

I had a great experience the person who was doing my scan was sasha and she was very nice and made me very excited about doing this. She also told me about her treatment plan whixh encouraged me to do it even more!

2 years ago

Reply from SmileDirectClub

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

Jun. 22nd, 2021

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Yael Lynchburg, VA

Smile Buy Direct is an awesome company! I had a seamless experience doing the "at home kit", it was simple, easy to use and I love all the free extra I received with the whitening kit! Love it! Highly recommend them!

2 years ago

Reply from SmileDirectClub

Thanks for the high star rating! highly appreciate it.

Jun. 18th, 2021

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Angela Clark Atlanta, GA

I have not been able to move past aligner set #4 for over 2 months because sets 5 and beyond are not fitting correctly. I am currently waiting on a second correction to the aligners as the first "corrected" aligners still did not fit. I initially went for 3-D images because I was told it was more accurate, only to have to turn around and send 2 impression kits for the aligners to be corrected. I was supposed to be on a 5 mth program, meaning I should almost be done. I received an email stating you received my impression my, only to turn around and receive another email telling me you guys are behind due to the demand and that I should have my aligners within 4 weeks. I should NOT have to wait beyond the "expected" 2 weeks since this is the second time in a row I received ill fitting aligners. All this waiting and y'all are still charging the monthly payment every month to my credit card, with no offers of compensating me for the inconvenience x2. I asked for a free whitening kit at least, only to be told they didn't know if that was possible but Icould be transferred to a different department to ask someone else. Really??? At least make an attempt... first retainers free, chapstick, a coupon, toothbrush... something! I will be wearing set number 4 for at least 3 months before receiving more aligners. And that's if this fit correctly when I receive them. To top it off, your system is not updated because I still get texts telling me to change to the next set of aligners (I should be on set 10 now). Overall, really disappointed.

2 years ago

Reply from SmileDirectClub

Hi Angela, we are super sorry to hear about your experience with the aligners, we would like to verify in detail what happened in your case and most importantly get you a solution, at your earliest convenience please send us an email to [email protected], we can verify what is the current status of the account as well as verifying the possibility for compensations due to the inconvenience caused. We look forward to hearing from you soon.

Jun. 18th, 2021

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Michael Nicholas Doylestown, PA

My initial appointment with Sasha was prompt and brief, but very thorough. I was impressed by the in depth free consult complete with full 3D dental images and recreation of how my teeth would move each month, along with he final result. My only complaint is the constant barrage of emails/texts/and phone calls every day since my consult.

2 years ago

Reply from SmileDirectClub

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

Jun. 14th, 2021

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Mahogany’s Beautie Fort Myers, FL

Judy was very nice and gave good information but my visit wasn’t 30 minutes as promised but I’m not complaining she made it fun and really took the time to get to know me and I appreciate that!

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Mahogany, thank you so much for the positive review!

Jun. 10th, 2021

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Garret Kubo

The front desk person was welcoming and got me in a little early. The technician who worked with me was amazing. She was very well-spoken, scanned my teeth flawlessly, and explained the results well.

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Garret, we love seeing this!

Jun. 7th, 2021

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Jessica Kimball Queen Creek, AZ

I like how easy it was to schedule the appointment and then how quickly the appointment got done. It actually surprised me as I thought taking a scan of my teeth would take longer.

2 years ago

Reply from SmileDirectClub

Awesome, thanks for your kind review!

Jun. 2nd, 2021

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Ingrid Framingham, MA

I love that everything was organized in one box and it was easy to ship back with the completed impressions. It was so easy to upload photos and I heard back from a dentist with my dental plan is just a few weeks!

2 years ago

Reply from SmileDirectClub

Ingrid, we're delighted to read your review!

Jun. 1st, 2021

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Zully santana Danbury, CT

The team at my 3D scan was so welcoming! She explained the process clearly and was very knowledgeable. I felt so comfortable and she made me feel so confident about my smile. 10/10 in friendliness. Thank you so much!

2 years ago

Reply from SmileDirectClub

You are more than welcome! Thanks for the awesome review!

May. 23rd, 2021

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Mperez San Jose, CA

First off I would like to say that the overall experience with the consultation was amazing. The staff was super friendly and gave me very detailed information regarding the plan. But the bad thing is a couple of days later I was charged for the full amount of the services that I did not agree upon. When I called, the person was not helpful at all and told me that I selected to be charged in full, which was incorrect! Because of this my account went negative and I had fees added onto my account. To add.....It was Mother's day weekend and I had to cancel all my plans along with my son's birthday event. Very disappointed.

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Thanks for taking the time to share your feedback, we are incredibly sorry to hear all the inconvenience you went through, this is certainly not what we want our customers to experience, we would like to know what happened so we can hopefully avoid it in the future, feel free to send us an email to [email protected] and we'll be glad to continue assisting you from there.

May. 20th, 2021

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Pamela Marentis Nipomo, CA

I'm disappointed in Smile Direct. I was on my last aligner and I had to have a crown on one of my molars. I was told by both Smile Direct and my dentist that I should be rescanned which I did the day after having my crown done. For 3 weeks, I kept getting emails, phone calls and text messages to order my retainer. At one point, a text message told me to make sure I was wearing my aligner for 10 hours every day instead of the 23 hrs. needed. I called Smile Direct again and was told to wear them 23 hrs. instead of the 10 which was in the message. I called several times asking what the plan was and they said I should receive my new aligners in 3 weeks. Finally, after over 3 weeks, I was able to speak to John, who said my treatment plan was still awaiting approval. He then was able to get it approved and said it would take 3-5 days to be created, then 4-5 weeks to get my new aligners. Three weeks have now turned in to at least 8 weeks and I'm still not sure I'll receive them.

2 years ago

Reply from SmileDirectClub

Hi Pamela. 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 [email protected] so that we can assist further. Best.

May. 11th, 2021

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Shannon Wood Colville, WA

So far all I've done is my impressions. I was a bit nervous about doing them but it was so easy to do. The instructions were simple and easy to follow. Good experience so far and can't wait to get started!

2 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, Shannon.

May. 11th, 2021

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Troy Williams Ellicott City, MD

Great experience. My office visit was efficient and everything was clean. My Smile Guide Robyn was very nice and knowledgeable. Thank you so much. Now I’m ready for my new smile.

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Awesome! glad to hear back from you Troy.

May. 9th, 2021

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Laura Arment Lancaster, PA

I liked Karen and Jen that work there the best, they were great! Closely followed by the pricing and simplicity of the entire program. I would highly recommend SmileDirectClub.

3 years ago

Reply from SmileDirectClub

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

Apr. 29th, 2021

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Tracey Saporito Orlando, FL

Everything has been fairly seamless during the entire process and there is CONSTANT communication coming from all areas, whether it be impressions, financials, etc., EVERY STEP HAS BEEN FLAWLESS to date.

3 years ago

Reply from SmileDirectClub

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

Apr. 29th, 2021