Name: SmileDirectClub
Rating: 2.8

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Verified Customer

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Tara

Very honest, helpful, upfront about what to expect. Most importantly the Product works.

4 years ago

Reply from SmileDirectClub

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

Feb. 25th, 2020

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Verified Customer

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Frances Fogle

The staff was professional. The facilities were clean. The aliners came promptly

4 years ago

Reply from SmileDirectClub

Thank you for the kind words!

Feb. 25th, 2020

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Verified Customer

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Pat Berry

Very good communication. Pleased with product. I feel that Smile Direct Club is an excellent value.

4 years ago

Reply from SmileDirectClub

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

Feb. 26th, 2020

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Verified Customer

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Ariana

I am very happy with the progress my teeth have made. Very affordable option. Communication is slow.

4 years ago

Reply from SmileDirectClub

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

Feb. 26th, 2020

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Verified Customer

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Sarah Lagasse

The results are great, customer service is amazing and it's a great product and value

4 years ago

Reply from SmileDirectClub

Thanks for making us smile, Sarah!

Feb. 25th, 2020

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Verified Customer

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Sara khan

Good customer service and good results. I am glad I did this and went with smile direct. Thank you.

4 years ago

Reply from SmileDirectClub

Thank you so much, Sara!

Feb. 25th, 2020

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Verified Customer

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Reuben Gamboa

Product did what they said it would do. Customer service is good for a young company.

4 years ago

Reply from SmileDirectClub

We appreciate the feedback, Reuben!

Feb. 25th, 2020

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Verified Customer

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Brenda Bagley

My experience has been very good...my teeth are becoming much better than I could imagine

4 years ago

Reply from SmileDirectClub

Hello Brenda, thank you; we appreciate your feedback!

Feb. 25th, 2020

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Verified Customer

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Jade C

I Could see the changes throughout each aligned and the low payments really helped.

4 years ago

Reply from SmileDirectClub

We appreciate you taking the time to share some kind words!

Feb. 25th, 2020

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Verified Customer

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Patty

everything was great i am on retainer and have a crooked bottom tooth and no one is responding to what I do next

4 years ago

Reply from SmileDirectClub

Hello Patty, a club member that is not completely happy with their end results can request a re-evaluation for further alignment. For additional assistance, please give us a call at 800-689-0053. Best, Valerie

Mar. 16th, 2020

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Verified Customer

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R. Esposito

It's as advertised if you follow to the letter. My daughter's front teeth straighten in 6 months

4 years ago

Reply from SmileDirectClub

Thanks a million!

Feb. 25th, 2020

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Verified Customer

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Lauren Brownsberger

I wanted my teeth straightened for my wedding, and I was able to do it and they look beautiful!!

4 years ago

Reply from SmileDirectClub

This makes us so happy to see, Lauren!

Feb. 25th, 2020

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Verified Customer

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Elizabeth

Great results in a short period of time. I bought these for my son and his results are incredible.

4 years ago

Reply from SmileDirectClub

Elizabeth, we really appreciate your positive review!

Feb. 26th, 2020

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Verified Customer

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Marie Courtney

My big gap is going and so very happy about that ! My mouth was in a lot of pain some days but it was worth it!

4 years ago

Reply from SmileDirectClub

Hello Marie, we are delighted to see this! Thanks so much for the awesome feedback.

Mar. 16th, 2020

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Verified Customer

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Paul Allen

Never had any issues, everything fit like they said and the program ended when it was supposed to.

4 years ago

Reply from SmileDirectClub

Thank you so much for the support!

Feb. 26th, 2020

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Verified Customer

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Denise Helams

I believe my smile needs another month of weekly trays. I'm still not totally happy with my front teeth.

4 years ago

Reply from SmileDirectClub

Hello Denise, additional aligners are available if a club member is not satisfied with their results. One can request a re-evaluation by sending in photos and their concerns to be reviewed for approval or an appointment can be booked at a SmileShop near them. In order to better assist, please give us a call at 800-689-0053. Best, Valerie

Mar. 16th, 2020

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Verified Customer

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Monica higgins

Good results for the price. I am pleased with how my teeth look and had zero problems.

4 years ago

Reply from SmileDirectClub

Thanks for taking the time to share some kind words, Monica!

Feb. 26th, 2020

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Verified Customer

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Lexi

My teeth are so much straighter, I feel much more confident. The treatment made my teeth feel loose all the time.

4 years ago

Reply from SmileDirectClub

Hi Lexi, we have an amazing dental team available to assist during one's smile journey should any issues or concerns arise. For further assistance, please give us a call at 800-689-0053. Best, Valerie

Mar. 16th, 2020

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Verified Customer

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Solmayra Salgado

Customer service was great. Always friendly. Great reminders when my aligners needed to be changed.

4 years ago

Reply from SmileDirectClub

Thank you so much for the kind words!

Feb. 26th, 2020

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Verified Customer

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Erika Hauck

The customer service reps have been very easy to work with and I am pleased with my outcome!

4 years ago

Reply from SmileDirectClub

We're proud of our team. Thank you so much for the kind words, Erika!

Feb. 26th, 2020

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Verified Customer

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Dan Adamson

Great product, customer service, price. It did what it said it would do and gave me a great smile.

4 years ago

Reply from SmileDirectClub

We love seeing this. Thank you, Dan!

Feb. 26th, 2020

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Verified Customer

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Karolynn Crompton

I would give them a 5 star if they did a scan mid way thru and at the end to make sure your where you should be.

4 years ago

Reply from SmileDirectClub

Hello Karolynn, we appreciate the feedback. We do have a dental team that is available to contact whenever one has dental-related questions or concerns. In order to better assist, please give us a call at 800-689-0053. Best, Valerie

Mar. 16th, 2020

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Verified Customer

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Heather Latimer

Great results, and the process was super easy. Some of the trays had some rough edges which I had to fix.

4 years ago

Reply from SmileDirectClub

Hi Heather, we are very happy to hear this! It puts a smile on our face when we see one is completely satisfied with their new smile.

Mar. 16th, 2020

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Verified Customer

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Bernadine Lockhoff

I loved how easy the process was. The instructions were clear and so simple to follow.

4 years ago

Reply from SmileDirectClub

Hello Bernadine, this is what we like to see! Thank you.

Mar. 17th, 2020

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Verified Customer

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Tanisha

It's a painful experience to go through when your teeth are shifting but Smile Direct helped me smile with confidence.

4 years ago

Reply from SmileDirectClub

Tanisha, we really appreciate your positive review!

Mar. 2nd, 2020

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Verified Customer

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Drew Jacobs

My teeth are NOT straight and I so far no one is helping me, they are all just passing me to teh next customer service person.

4 years ago

Reply from SmileDirectClub

Hi Drew, we do offer a re-evaluation to club members that are unsatisfied with their end results. This allows one to receive additional aligners for further alignment to then achieve the results they have always wanted. It should not be a hassle to receive support in a timely manner from our support team. For additional assistance, please give us a call at 800-689-0053. Best, Valerie

Mar. 12th, 2020

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Verified Customer

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Jessica Bersano

The entire process and experience with the program went well and as explained by consultants.

4 years ago

Reply from SmileDirectClub

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

Mar. 2nd, 2020

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Verified Customer

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Bernie

For minor adjustments they are great. The price beats what dentists charge for invisible aligners

4 years ago

Reply from SmileDirectClub

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

Mar. 2nd, 2020

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Verified Customer

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Kris Weiss

My 'treatment' period is over and I have big gaps between several teeth. Despite having contacted the company about this issue, I have heard nothing at all back.

4 years ago

Reply from SmileDirectClub

Thanks for leaving us a review, Kris. We're happy to look into a re-evaluation if a customer isn't satisfied with their results. We're concerned to see this and would be happy to help. Feel free to give us a call at (800)-848-7566 if you still need assistance. Best, Madison

Mar. 5th, 2020

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Andrew Phoenix, AZ

I ordered the teeth whitening kit, and after a few uses the light stopped working. I called to get a replacement and they refused to send one. I attempted at being a "Karen" and asked for a manager, then I was told there is no one else to speak to and I'm out of luck (so that customer service rep was the CEO???). So their equipment doesn't hold up for even a single WEEK, they refuse to replace it, and customer service lies to you.

8 months ago

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Emma Morrill

Smile Direct is a great alternative to Invisalign. It is significantly less expensive. However you have to make sure that the people making your molds are actual dentists.

11 months ago

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M T Chicago, IL

The product was decent but the mailing process was belabored. I am military and had trouble having them mail me my package repeatedly. Now I am owed a retainer that they failed to send me as well, of which I have already paid for.

1 year ago

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Jessi T Phoenix, AZ

This company is horrible! Customer service leads you in circles and never gets back to you! I was not 100 percent satisfied with my smile and only needed to have maybe one or two more aligners added. I have been trying to get the customer service for about 8 months now. Every time I talk to someone on the phone which is impossible to I am told I will receive an email with how to proceed and that it may take up to 5 days for said email to be sent. This is an absolute scam I feel like and I would have just used a reputable company like Invisalign if I was to do it over again! Would not recommend just because of their customer service process.

1 year ago

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Jackie Cincinnati, OH

BUYER BEWARE! I used smile direct aligners to try and correct a crooked tooth on my lower front teeth and to straighten my overall smile. My first set of aligners came and I was very happy with the ease and limited contact this service provides but just a few sets into my treatment that changed. The aligners are cheaply made and some sets fit well while others are jagged and dug into my gums making them painful and sore it got so bad that I went to change into my new set one day and they simply didn’t fit. I went back and the did a complimentary rescan and in a few weeks I got a new treatment plan with new aligners. I wore every set like I was supposed to and got to my last set and my teeth had not been corrected at all. I went in for a 3 rd scan and they have a new treatment plan for me but here is what they don’t tell you. These can hurt your teeth, I have 2 new chips on my lower teeth because my bite has changed and I think the way my teeth hit has caused this breakage , my gums have receded in several places I think from wearing these everyday for such long hours, I also have a hard callous on my outer gum from where they rubbed everyday and lastly I think there is a crack in a lower front tooth from the stress they put on my teeth. I have declined the next treatment plan which was going to be for 8 months and am going to my dentist to see what they can do to help me. BEWARE they will not refund your money if your problem is not corrected no matter what they tell you in the office. My teeth are worse today 6 months after starting and I wished I had never used this product. I am 51 and during Covid I wanted the limited contact but that was a huge mistake this is an inferior product and very expensive to get no results and no help from customer service. Just be careful when you deal with them they take your money and leave you damaged.

2 years ago

Reply from SmileDirectClub

Hello Jackie, 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 [email protected]. Best, Toni

Nov. 24th, 2021

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Ritz511 Greensboro, NC

Miranda and Liz were both friendly and professional. They made my experience very easy and comfortable. I’m truly excited about my future beautiful smile! Rita G.

2 years ago

Reply from SmileDirectClub

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

Oct. 8th, 2021

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Alexis Hoover Homosassa, FL

I liked how easy the impression kit was! I look forward to seeing how much of a difference there is in my smile and the reaction of my friends and family

2 years ago

Reply from SmileDirectClub

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

Oct. 6th, 2021

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Jaclyn Parker Canonsburg, PA

I'm starting to question if Smile Direct is doing something fraudulent. They will not give me the tax ID for the dentist Dr. Isaac P who is supposedly "overseeing" my case and my insurance company will not process my claim for reimbursement without it. The "insurance specialists" at SmileDirectClub who are supposed to be helping me just keeping telling me that my insurance company does not need that information. My insurance company insists that they do need it to process the claim. So beware - if you sign up for Smile Direct, don't expect to get the information you need from them. I'm starting to wonder if Dr. P even exists.

2 years ago Edited October 5, 2021

Reply from SmileDirectClub

Hello Jaclyn, 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

Oct. 5th, 2021

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Teri Charlotte, NC

I’ve had to have 3 impression kits. When I called and said Medium kit # 2 was not a fit; I was promised a Small kit. I was dismayed to receive kit # 2 and it was size Medium-same as kit #1 ! Finally got third kit & got my impressions done. I really think I deserve a price break for the aggravation. I’m hoping the actual process won’t be sloppy. We are paying premium price and expect professionalism.

2 years ago

Reply from SmileDirectClub

Hello Teri, 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 convenient 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

Oct. 4th, 2021

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Kenya Cruz Allen, TX

The price and how easy the process is from start to finish. It beats the traditional alternative that is very time-consuming with monthly orthodontics visits.

2 years ago

Reply from SmileDirectClub

Kenya, we really appreciate your positive review!

Oct. 4th, 2021

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Crystal Taylor Allen, TX

My appointment experience went very smoothly. However, I haven't been given an update on my treatment plan. Also, I was given a credit of $150 off my total amount, but not given an update of what my initial billing amount will be (or when it will be) or my monthly amount.

2 years ago

Reply from SmileDirectClub

Hello Crystal, 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 [email protected]. Best, Toni

Sep. 29th, 2021

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Rachel Milbury West Roxbury, MA

The customer service has been absolutely incredible, whether in person, on the app, or on email. I have zero complaints! And my teeth are looking great!

2 years ago

Reply from SmileDirectClub

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

Sep. 23rd, 2021

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Cathy Jericho, NY

I would give zero stars if I could. I had my in-person visit and explained two things. First, that I have a space between my front teeth that I wanted to keep, and second, that have 2 implants that are not moveable. In the week after my appointment, I was looking for the email with the doctor’s proposed plan and 3D image but it dis not arrive. However, I happened to notice that my card was billed for the full amount. Therefore, I logged in to my account to see the proposed plan and 3D image. But the plan and image was not what was discussed because it closed the space I wanted to keep and “moved” my implants. I have to assume that the doctor didn’t t read the notes in my file. I next spent 1/2 hour on the phone to get a refund. Very disappointed.

2 years ago

Reply from SmileDirectClub

Hello Cathy, 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 [email protected]. Best, Toni

Sep. 22nd, 2021

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Sylvia Wong Alhambra, CA

Long story short, this experience was terrible. Probably one of the worst customer service expresses I’ve ever had. The representative was unprofessional, condescending, and very rude. I had come in with my sister, and we went into her office together for our appointments. She seemed like she could care less about our experiences.. She sat as we entered, she did not smile, and seemed very disinterested. She made a comment that we did not do our research before coming into the office. Absolutely shocking! She completed my scan, which she did a good job in telling me what she was going to do. She then tried to convince my sister that she did not need her scan done if she was not committing to getting the aligners. When we told her that we wanted to get it done, she finally began the process… After what seemed like 10 minutes. She did not provide my sister the same service as she had for me, and seemed to rush the process. She did not engage in any conversation and kept looking at her watch, almost 10 times total. Terrible! Overall dissatisfied with our experience, and likely will not be purchasing aligners from this company as this representative did not do horrible job advertising for it. By the way, her name is Magda.

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hello Sylvia, 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. 13th, 2021

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Jasneskis Tampa, FL

Should offer option of top or bottom or both. Some patients only need top or bottom done, not both. Price should be half of full treatment. If bottom done, later top could be done if patient happy or vice versa. I only need bottom. This option is not offered and needs to be offered.

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hello Jasneskis, 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. 10th, 2021

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RaShaunda Bowman Waldorf, MD

I disappointed that I ordered on August 13th. I spoke with several SDC reps who were never on the same page. I asked about revisions when I received my first lab and was told it couldn’t be done. On September 6th I expressed my concern for the lack of communication as well as not being approved for revisions when Invisalign was able to correct it. At that time SDC put my plan on hold and said that my account would be reviewed in 72 hours. In 48 hours, (September 9) I received an APPROVED plan from SDC with someone else teeth. I contacted SDC and spoke with 2 different people who were both clueless until being directed to the dental team. Once on the phone with the team I was informed that the email was sent in mistake and they had texted me my new plan. I have asked the rep how long it would take to receive my aligners after being told it would take 3-4 weeks from August 13th to now being told I won’t receive them until September 30th or later. I’m extremely disappointed in how my experience has been thus far and hope to see an improvement made within the company.

2 years ago

Reply from SmileDirectClub

Hello RaShaunda, 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 [email protected]. Best, Toni

Sep. 10th, 2021

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Abigail Merrell Bonney Lake, WA

The aligners did fit my teeth but didn’t straighten them the first time around. I requested touch ups and it took months for the process to finally go along. The response times weren’t up to par, sometimes taking up to 2 weeks to reply.

2 years ago

Reply from SmileDirectClub

Hello Abigail, 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 [email protected]. Best, Toni

Sep. 10th, 2021

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Audrei Gee Detroit, MI

Smile Direct is a COMPLETE ripoff! When I received my aligners they did not fit… well the bottom ones did but that’s it. Contacted them, kind of got a run around then finally they stated oh well we can set up a video chat with one of our dentist, specialist or whoever was in charge of possibly making corrections so they could see what was needed. No one called. I reached back out and they stated ok we see the problem (I seen in photos as they requested.) Took forever to get the new ones and they were worst then the first pair. Did not fit what so ever. It was like they were for baby teeth. Contacted them again PISSED. Days later someone calls and states that she seen my photos and that the top on is supposed to fit that way! Mind you the top ones didn’t “snap” in place, had a huge space between the bottom of my tooth and the aligners and since the aligners didn’t fit on my teeth properly it caused the top part to cut the inside of my lip. So how can that possibly be how they are supposed to fit? She told me to get dental wax to prevent from cutting… Are you serious? That’s your answer to the whole situation. I kept reaching out and reaching out and reaching out pure silence. This was over 4-5 months ago. They have no problem with taking your money. It’s crazy that I’m still expected to pay when you guys did not provide the service. Out of the whole ordeal I was only able to wear week 1 bottom aligners. Really? Great Job Smile Direct! Not to mention the Quality of the aligners are also trash. I’m convinced 90% of the good views are paid for.

2 years ago

Reply from SmileDirectClub

Hello Audrei, 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. 9th, 2021

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Annelise soderstrom Kalāheo, HI

It was going really well then I had to get new aligners , called, sent in my new impressions, waited over 6 weeks I finally called back and they never even started making them, and they never contacted me , thank for I contacted them. Now the ball is rolling again. I think they might want to have better communication skills with everyone.

2 years ago

Reply from SmileDirectClub

Hello Annelise, 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 [email protected]. Best, Toni

Sep. 9th, 2021

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Whitney Lewis Tulsa, OK

I enjoyed my appointment with smiledirectclub! Bryce made it a wonderful experience. and explained every step that was taken! I look forward to my new smile!

2 years ago Edited September 14, 2021

Reply from SmileDirectClub

Hi Whitney. This is so exciting to hear! We are thrilled about this feedback. Thank you for the support!

Sep. 2nd, 2021

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Jessica Fahnestock Columbia, MO

At first I was happy with smile direct club, then when it came to getting my touchups the communication was extremely disappointing to say the least. When I sent in my new impressions there was a sticker That said I didn’t need to worry about pictures this time, if you weeks went by with no emails or communication when I made a call and realize that my touchups hadn’t even begun to be processed because smile direct club was waiting on pictures… Again, I had no email saying that I needed pictures I even checked my spam and junk folders. When I called back I was hung up on by one customer service representative named Anna another customer service representative couldn’t give me a clear answer so I asked to speak to someone who could help me.It was this gentleman who told me that someone should have sent me an email asking for pictures and that’s what delete the whole process I was then told that there would be a special request made to manufacturers to see if they could push up the manufacturing of my new aligners for my touch up plan and then I would get an email confirming if this happened or not. I received no email so I assume that I’ll have to wait the extra 4 to 5 weeks For the new set. Unfortunately, I’m afraid that these aligners I’ve been wearing for two months now or too loose to keep my teeth in place and I’m afraid my teeth are shifting back I have no idea what to do and no one has been able to help me the last customer service representative that I spoke to told me that I would just have to wait. So again, I was so happy to finally have an affordable option to straightening my teeth with smile direct club but in the end I’ll never recommend you again. My smile has caused me so much insecurity throughout my whole life… In my heart I can’t seem to refer you guys knowing that you might let someone down again, someone who has her heart set on it like I did.

2 years ago

Reply from SmileDirectClub

Hello Jessica, 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 and convenient 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

Aug. 6th, 2021