SmileDirectClub

The process for receiving and using the impression kit was straightforward and easy. SmileDirectClub communicates frequently via email and text with updates for shipping status and review. My "treatment plan" would have really messed up my bite. The upper plan called for moving my two front teeth up and out of my gumline and pivoting the teeth next to my canines while doing nothing with my bottom teeth. I don't know how any dental professional could look at what SmileDirect came up with and approve it. I had high hopes for a simplified approach to straightening my teeth, but it turns out I'll be taking a traditional orthodontist approach anyway.

The rep at the Towson location was wonderful, but I was told to expect my liners in 2-3 weeks, then a week later, they called. Of course, they weren't able to meet my needs with liners for both the top and bottom. The offer was to create only the liners for the top arch, but only $350 would be deducted. No way I will do the top and bottom with different companies. Disappointing after I went to have my scan and expected to hear about any problems during the appt. I did not choose to use Smile Direct.

Everyone was very friendly! Every step was explained in detail and all of my questions were answered thoroughly. The 3D scan was quick and painless. I cannot wait to start my journey and share my results!

I had my cousin assist me with my impressions. She used to be a dental assistant, so why not? The instructions were easy to follow and the putty was easy to mix and mold. It pretty much is fool proof.

Torian was great today during my appointment on the smile bus. She was very knowledgeable and explained the process completely. I’m excited to take this journey towards a new smile.

Scheduling the 3D scan was a breeze and there was one available the very next day. Was in and out within 30 minutes and everything was set to go. Believe it or not I actually had fun at the appointment.

It would have been better to ask me for my dental insurance prior to placing my order automatically. It would be better to have me approve the final OK for placing the order for my treatment/aligners, rather than automating this process before I have had a chance to review the final outcome scans/photos. the customer should have to approve the go-ahead directly.

It was a great experience, overall. Tanya did an amazing job at explaining the process. Unfortunately, I will have to wait for a later time to start my SmileDirect journey!! Keep smiling!!

It was a really great experience Kelli was great and very nice showed me all the steps very detailed too I appreciate her for the taking the time to do that it was great to see what my new smile will look like!!!

Amazing customer service. They made feel welcome and comfortable most of all a great friendly service definitely recommend this location, specially Niki she is so nice we had a great experience

I think Crystal did a wonderful job, full of details, and knowledgeable, and helpful. I would’ve loved to come back for my follow up’s, but my visit was the first and last in the office. Thank you Crystal.

Honestly I felt a bit uncomfortable. There was small talk about everything but my teeth to begin with. Then when actually talking about my teeth it was for a very short time. Pictures were taken and following that there was supposed to be a sign off on treatment that wasn’t performed. Instead it was communicated that the person whom assisted me was good to go and then communicated to me I guess there will be no sign off we are good. When asked about payment plan it was discussed in very little detail and I left without knowledge of how long treatment would even be. I was however able to call a customer service number I accessed through google and get the duration and other details needed for my treatment.

It was an amazing experience the cleanliness and amazing customer service was excellent. Naja from the Harlem store was extremely thorough and answered all my questions as well as i regards to the various payment options.

Was disappointed to be sent outside right after I checked in (COVID), in favor of other patients. It was a little blunt and felt a bit rude. Otherwise, Bree was awesome and has a great bedside manor. Really friendly, professional, and knowledgeable.

Immediately took me at my arrival/appt time. Very friendly and thorough details of how the process works. Currently awaiting to hear from the doctor for approval of my fitted trays.

Loved everything about my meeting with them in the purple bus! Billie J in bus #5 was tremendous with helping answer any questions and make the process completely painless! Very nice and a pleasure to work with !

So far my experience has not been very good. I do like the pricing and the affordable monthly price but im going on week six and still have not received my aligners!!!! Then I received an email saying it might take another two weeks!!!! I wouldnt be upset if the person that initially signed me up didnt tell me that it would take 2-3 weeks. Now im afraid to get a refund because I have read reviews were that process takes months! Im so upset that I signed up for this and now I feel stuck. Im stuck waiting for aligners that seem like they will never get here. And im stuck not being able to cancel cause it my take months to even receive my money back. Worst decision I have made!

They do not get back to you when you have a question or problem. My biggest issue are the sores they leave in your mouth. If you have a job that requires a lot of verbal interaction during the day, do not get theses. If I’m by myself, I’m good but if I have conversations, I’m bleeding by night time! I would just give up but I paid in advance so I’ll keep going. Seeing these reviews makes me realize I must order the final retainer way in advance or you’re really screwed. I guess the saying, “You get what you pay for” is true You get

I have had an extremely frustrating time with SDC. From the beginning, my aligners never fit over the back of my bottom teeth correctly. They gap and stick out at the bottom causing me to have a lisp and cut my tongue. After a few calls and emails, I was sent new course correct aligners. I got a set of tops one week and the next a set of bottoms. After another course correction, the aligners I was sent didn’t fit snugly over my bottom teeth again. I was rescanned and told I could expect new liners in 3 weeks. Almost two months later, I got my new aligners and guess what?! They do t fit over my back teeth correctly. Now I have to call and get rescheduled again. I will be coming up on a year in March. I’m ready to bag it and ask for a full refund. Sure the people have been nice, but it’s a shoddy product. Go get real braces, it may be expensive, but at least they work!

Scary....my family questioned if I will get the results I wanted after seeing negative reviews. I, too, had experienced bumps along the way with some sets of aligners causing discomfort but made it through a 6-month treatment and was excited to enjoy Christmas wearing the retainers only. Well, it didn't fit upon arrival and customer svc rep advised to get rescanned to ensure a correct fit. Employees at the local office and the call site center were very responsive and pleasant but were not privileged to inform me or monitor my order made and shipped from 1630 Antioch Pike, Antioch, TN location. Now, after waiting 6-8 weeks for remade retainers, I get another text extending my wait time another 4-6 weeks. SDC advertises the importance of wearing retainers to keep your straightened teeth from shifting back--they were so close to creating a happy customer except for not timely sending me a good fit retainer. Since my last (6 mo|3-4 wk) aligners from Dr. Garrett O was a perfect fit, why doesn't SDC reproduce it as a mode for the retainer? I hope SDC can remedy this situation soon and stay in good standing.

I was very excited to start my 6 month process last year. Initially it seemed we do it's job but then as Others have posted my front 4 teeth closed quickly but left me with Gaps on the side which didn't look any better. So toward the end of my 6 months I SDC know and they had me come in for a Scan to get me some new aligners to close the side gaps. I waited about 5 weeks and I hadn't heard anything regarding my new aligners. I was told that they were sorry cause they were waiting on me to send in pictures and I was confused cause I went In door A Scan. They told me that the scan wasn't A Good Scan. At this moment in highly upset cause my last aligner has cracked and my front gap had opened back up. All the time I want I was waiting no one thought to email me or call. This was in August and I finally received my second set in October. I'm still disappointed cause The New set has closed the side gaps more but now my front still has A Little gap in It. I mentioned wanting my money back and they totally ignored that but that's really what I want cause I'm definitely not in the mood for more pictures or scans. I have 2 daughter's who need aligners as well but I'll wait and go elsewhere.

What I Luke best is they’re a close distance to me. I have only worn my first set of aligners for a week and like I read in other reviews my mouth is messed up inside. My tongue underneath on the sides are so sore I had to take my bottom liner out. I do feel a slight discomfort in my teeth which should be normal, but not my tongue and that file doesn’t do anything. Feel like I made a bad choice now

I was so excited to try the aligner method and chose SmileDirectClub because there was an office right down the street. I signed up thinking the 6 months after pictures they showed me were exactly what I wanted. It took about 3 weeks to get the first set of aligners. The first aligner snapped in tight and felt good. Second set not so tight but still good. By the time I got to month 2 the aligners didn’t snap on at all. They didn’t even sit all the way up on my teeth and I had terrible air gaps - as everyone is stating. I asked to have a re-evaluation. After being sent to my local office twice with no one being there. I was finally sent to a different location and told that the original location was closed. And had been closed for several months. So I wasted 3 weeks trying to get a re-evaluation. It then took them 3 months to send me my new trays. I should have cancelled at that point. But I truly wanted my teeth straight. So I waited and now I am on month 2 week 3:4 and I am having air gaps and the aligners are not snapping in or sitting all the way up on my teeth. I am so frustrated that I have wasted almost a whole year on this company and will probably have to wait another 3 months to get a refund on my money. I am truly disappointed!

I will add another review that echoes so many other reviews. The process started out smoothly. My impression kit was approved and the aligners arrived in a timely manner. The process seemed to be going as planned. I noticed a gap forming in my front teeth figured it to be a step in the process. The gap remained at the end and I contacted customer service. I was sent a new impression kit in order to correct and complete the process. This is all understandable. I do not believe every process will go absolutely as planned and the mark of a good company ( and good health care) is to come back and rectify any unforeseen problems . SDC gave voice to doing so, but the logistics have been a nightmare. I have been told that multiple things by customer service that just didn't happen. Are they lies or is the company just not able to fulfill the needs of current customers? Customer service is left making promises that are unfulfilled by the company. This leaves the patient (customer) feeling betrayed, the customer service people are helpless because, although well intentioned, are seen as untrustworthy. I will say that SDC offered to supply a free retainer at the end of the process. The value seems to be diminished by reading other reviews regarding delays in retainer fabrication/delivery. SDC seems like a company that may be a victim of its own success. It is not keeping up with the obligations currently has while at the same time, marketing heavily for more customers. I would not recommend this service at this time. Perhaps they will get it together in the future. I will post a positive review in the future if SDC comes through in the end.

If you have a purely cosmetic thing you would like to fix about your teeth, maybe this will work for you. Pay close attention to how they always refer to your teeth as your "smile" and talk about your "new smile," because that is secretly all they can fix, meaning in my experience, they will not do anything with your back teeth. I was very clear in my in-person consultation that my main concern with my teeth was my crossbite on my BACK teeth, because it was causing pain and sensitivity on a few of my back teeth. I told this to the consultant and also wrote it in my assessment that it was my main problem I needed fixed. I then paid my $2000, with the understanding that it would be refunded if I was not approved for aligners based on my needs. But as you can see in my "smile plan," I was approved even though my needs were not met. The back teeth do not even move in the treatment plan, and also it looks like I would end up with an ugly open bite, seen in the 4th picture. I think it's pretty obvious that based on what I said in my appointment, I would be unhappy with this. It took a lot of back and forth, with multiple emails (the last of which I never got a response to) and multiple phone calls to finally get a refund. Smile Direct Club clearly cares a lot about appearing to have great service (because they are always asking things like "how can I make you smile today??" etc) but when I actually had a problem, their dental team told me "it looks like we have done a great job with your new smile" and did not offer any way of making the situation better or refunding my money. I understand that these type of aligners have their limits, but Smile Direct Club should not have approved me when they could not fix my teeth in the way I needed, and the Smile Shop employees should be more aware of those limits. I am putting two stars instead of one, because I did eventually get my refund processed (although it will probably take the full 10 business days they quoted me), but be warned.

I was on my 3rd month, when the aligners did not fit, went to the paramus center where they took a scan in August and said I would be getting new ones in a month, Its November unto date have not received anything, am still using August aligners which are loose now, customer service won't return my calls, got a call from Hailey once which i missed have been trying to reach her no success. I am lost don't know what to do, they won't call all they offer is free retainers. Its been over 6 months my treatment has just stopped. I wish i can give them good reviews and def will once I get treated which looks very difficult now.

Went to Green Bay club today. Keisha did my 3D scan. She was very friendly, competent, and made the experience very pleasant. I look forward to getting my Smile Club box with everything I need to get a better smile!

I got my aligners in June of 2018. By Christmas, I had done the six month course. Since my teeth weren't too crooked, just a bit out of alignment since I am 64, I feel that this program worked well for me. It is time to get a new retainer, even though mine feel just as tight as the first time I used them in December 2018.

Honestly, I have loved my progression in how my teeth have been fixed (lots of crowding). HOWEVER, their customer service is SO bad when you are nearing the end. I started in October of 2018, with a projected finish date of April/May 2019. The trays are not terribly comfortable, they scrape your tongue and gums in all the wrong places. I lived on dental wax for MONTHS. However, I figured "no pain, no gain", right? And I could see the changes in my smile. End of treatment, they wanted final pictures, I sent them, they decided to do 3 more months of treatments (no scan, no impressions). I got my trays as expected, did another 3 months. August 17th I went in for a retainer scan, they said I should get my retainers in 2-3 weeks. Two weeks go by and I haven't received an order confirmation, tracking email, nothing. August 31st - customer service says they see no record of my retainer order, but they do see I had a scan. They "escalated" my issue, I was contacted the same day, was told that my "re-evaluation request was approved" after they looked at my scan (I didn't request a re-eval, I got scanned for retainers). They said since my teeth aren't perfectly straight, they will send me 2 more months of trays for no charge and I should have them 4-5 weeks from September 3rd (which would be THIS week). I thought, "Well, no harm in continuing to try to make them perfect." So I emailed back saying "If you think I could benefit from another 2 months, let's do that instead of retainers." They uploaded a 3-D model of the last 2 months' treatment to my dashboard a MONTH ago, so of course I thought they were actually ON THE WAY. Since Sept 3rd, I haven't received an email, a shipping notice, nothing. I have contacted their live chat FOUR times (including today), I have @ them on Twitter (no reply), and all I get from live chat is "We will contact you when your aligners ship" and "We've had a lot of orders come in recently and we're catching up..." Look, I was totally cool with having just retainers, I WAS happy with the way my teeth were - WAY back in August. I have been wearing the same trays for almost 3 months. They are mangled to say the least (I wish I could attach a picture). A 1/2" of the bottom tray has broken off on the left side, the upper one is cracked badly near my right canine tooth, and it's starting to catch on the inside of my lip (again, dental wax is your friend). They don't hold their shape or my teeth in place anymore, I know for a fact my teeth have shifted, I can see and feel it - the only reason I still wear my trays is so my teeth don't get any more f*cked up than they are already getting again. I've expressed my great concern to anyone there that will listen that I don't think the trays I've been waiting on will fit, because it's been so long, my trays are half-broken and my teeth have obviously shifted in the last 2 months. So if my trays don't fit? I'll have to get another scan and wait another 4-5-6-7-8 weeks for new trays and zero honest communication? I'm only HALF paid off at this point, and I just really want to be done - knowing I have to pay them for another YEAR when they're doing nothing, and sending me the last 2 months (someday) that I might not even be able to use...it just makes me sick. I would really like to cut my losses at this point and just get Byte/Invisalign/Candid... I have a bad feeling I'll have to start over anyways.

First 3 months were great - SmileBus was amazing, aligners came quickly, quality was great, information available all just fine. After 3 months I noticed a gap, went back for a re-scan (which I didn't mind about particularly). Nearly 2 months later I'm not only still waiting for my new aligners to come, but my continued calls for assistance (and now for refund) have not resulted in any manager return call. I just keep calling, and calling, and tweeting and calling. Initial customer support is great, ongoing customer support is non-existent. This means that, if I accept the new aligners should they EVER arrive, my SmilePlan would go from finishing in September to finishing who knows when but probably over Christmas which totally defeats the point. Very, very disappointed.

I loved that I could do the “evaluation” at home by filling out a profile, submitting pictures and (later) my impressions. I thought my teeth had a little bit of work and this would be a convenient solution. After finishing all the trays, I had a noticeable gap in my front teeth and my bottom teeth hadn’t corrected well at all. I tried to get a follow up with the company but I was told I didn’t send my final impression in for my retainer so it was too late. When I explained why I didn’t want a retainer when my teeth weren’t corrected, I was sent another impression kit for a retainer. I was informed I was paying for a second retainer (even though I never got the first one I paid for). After that I was told I could start over with a new set of trays (and another full payment). I went to an orthodontist for traditional braces. He said trays would not have been able to correct my bite issues and with the improvements since, I see the time and money with SmileDirect Club were a waste. This was an expensive lesson.

The best choice Ive ever made!! Ive hated my teeth for years and now, just 3 months in Im smiling confidently! Customer service is amazing, the process is easy and everyone involved is so kind

I was a customer early on when SmileDirectClub was disrupting dental health. They have a great product that really does work and I had a good experience going into one of their treatment Centers before the pandemic happened. Great people who really do care.

So bad ! Painful experience, bad customer service they make me cut them with scissors because it was hurting me . Horrible !! My teeth are the same as when I started . Don’t do it !!