SmileDirectClub
6.6
Overall Score
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mark Las Vegas, NV
This has been a horrible customer service nightmare. It started as I approached the half-way point and I contacted the company stating that the bottom aligner, instead of straitening my teeth, was beginning to buckle. I was told all was going according to plan. I continued the process wearing my aligners always except when eating. I am certain I have worn them more than 22 hours each day.
Mid-way through the program I send the pics that were requested, and I once again mentioned the problem with the lower aligner and the buckling. I stated that teeth simply weren't moving. I was once again told that everything looked fine.
When it came time to put tray number 15 on my lower teeth, it was clear that there was no way it was going on. My teeth looked nothing like the alignment of the tray. I contacted again, was told I was speaking to a dentist who requested pics. I sent pics and was told that they would wait until the end of the next set of trays to determine if there was a need to reevaluate the plan.
Then the coronavirus happens: I contact the billing company to discuss freezing payments until my household gets back to work, or unemployment starts. I was declined. I then went to the payment site and was able to change my next due date to an additional 30 days. I received and email confirming this.
I checked back and the date was changed back to the original due date. I also noticed that the option the change the due date no longer existed.
I contacted the billing company and was told date changes must take place over the phone. I sent a copy of the confirmation email regarding the change, and they have not responded.
Crooks! Crooks! Crooks!
DO NOT USE THIS SERVICE!
4 years ago
Reply from SmileDirectClub
Thanks for leaving us a review, Mark. We're disappointed to hear about this and would be happy to help with any concerns. Please give us a call at (800)-848-7566 if you still need assistance. Best, Madison
Apr. 21st, 2020
Ginelle N. Miami, FL
They have polite customer service representatives; besides that, I don't have a lot of great things to say. I was so excited to try the aligners and get my smile direct box. However, my first set of aligners didn't fit. I immediately contacted them and after waiting a week for a response, I was simply told to move to your second set of aligners.... which also didn't fit. After about a month of getting a run around and simply getting the reply of try your next set and so on, I asked for a refund. I sent my order on February 24, 2020 to the company. I was told the refund would be processed in 5-10 days. Still waiting.
As someone who works in customer service, I would recommend to not give customers a run around. I contacted individuals and was told something different each time. There was no consistency, and no one followed up with me (until the end). If someone would have just genuinely heard me out, I probably would have stayed as a customer.
4 years ago
Reply from SmileDirectClub
Hi Ginelle, no one should feel that they are being given the run-around and not being heard. Instead, club member's issues need to be resolved in a timely and respectful manner. We do not like to hear that one is having to wait a long time to be assisted, as that is not what we are about. Once given a time frame, assistance should be provided as the club member is expecting it. For additional assistance, please give us a call at 800-689-0053. Best, Valerie
Mar. 17th, 2020
DUC DANG Denver, CO
im writing cause i dont want no one else to go through the same thing that i went through as well.
ok first of all i want to say that i was really excited to go and get these aligners cause it was 1800 and i was gonna get a great smile. "wrong"
first of all i went to smile direct got my teeth scan. i was told to pay in full and never see them again after i get my aligners. ok so they got everything down cool. "wrong"
i waited a month for my aligner to come and when i place it on my teeth the top fit perfectly. my top teeth is straight dont need correction at all by the way. and when i went to put the bottom teeth in it didnt fit at all. the aligner was bigger teeth. so it was clearly for someone else teeth. i email and called them so many time after that. i wanted to get my bottom aligner.
what was crazy is that they told me i had to wait again . so i continue to wait. and let me tell you it was not 1 week or 2 . it was more like 2 months . i shouldve been priority i should not have waited. it was not my fault that smile direct mess up on the order. and they say it happen. well get your system up correctly and it would not happen.
well it took a long time for me to get my bottom aligners. which was the one i really need. i waited for 5 months. and when i email them and called them to get some type of compensation for being 5 months late this ashley b and cindy c both say they cannot do nothing. like are you serious running a scam business. why did i have to wait 5 months?
long story short. i got my new aligners and it was cutting my bottom gum it was hurting so bad i called the company. and they told me to fit week 2 in. like what are you serious? 1st week hurt like hell you want me to put week 2 in . NO! im good.
i called to get my money back and they gave me the run around and waited on my to talk to a manager for 2 hours.
4 years ago
Reply from SmileDirectClub
Hello, the time frame for orders to be created and shipped out is currently 3-4 weeks from the date it was placed. No one should have to experience long delays with their package especially when the aligners do not fit correctly. If you need any additional assistance, please give us a call at 800-689-0053. Best, Valerie
Mar. 11th, 2020
corky Gig Harbor, WA
The only good point I can make about this company, is that the out of country call center they use have very friendly people. The liners don't work!! I thought it was just me, but I have spoken to 4 people that I work with have had the same experience. You get up to month 5 and then the liners don't fit any more (because they have your teeth straight by that month, and they actually have never moved). So you call and it starts a long process for someone to believe you ( sure a stall tactic). Once you complain enough they start you over and guess what??? At month 5 they don't fit any more, because your teeth haven't moved. They actually make all of their decisions to send new liners or not by you sending photos, no one looks at your teeth unless you push it.
It is a scam, don't waste your money.
4 years ago
Reply from SmileDirectClub
Hi Corky, when one has fit issues or are not satisfied with their end results, they can speak to a member of our Dental Team for the next steps. The photos along with one's detailed concerns are reviewed by the doctor overseeing their case to determine what is best moving forward. Every club member is very important to us and we take their oral health very seriously. We can be contacted at 800-689-0053 for assistance. Best, Valerie
Mar. 11th, 2020
John Madara Huntingdon Valley, PA
Horrible aligners. I thought it was a good idea to save money because the cost is so much less then everyone else. During my program I had multiple aligners that would crack within a first few days. Friends who actually had invisiligners had aligners that were much sturdy and well made. Most of the ones that I received were flimsy. After I was finished treatment I waited for my retainer which never arrived.
I contacted smile direct after a month of waiting because by now my flimsy aligners were almost gone and asked for my retainers. Customer service told me my retainer didn't pass quality audit and would that they would order another...which would take 5-6 weeks. I asked if I could have another set of my last aligners because the ones I currently had in were so old and cracked and she said it wouldn't matter because they wont be ready until 5-6 weeks either.
I received my retainer which took about 2 and half months and my teeth had shifted so much I couldn't wear them.
I again contacted Smile Direct and they said I can have start the program again at no cost.
The new aligners arrived and seem much more solid. I was actually impressed....Until I got to Month 2. The first week of of Month 2 the aligners didn't even look like part of my program and wouldn't line up anywhere near my teeth. I checked the week after and the bottoms fit perfect but the top were cracked out of package.
Horrible, Horrible experience and now will probably have to pay more money to go to a real orthodontist or just not bother having my teeth fixed.
4 years ago
Reply from SmileDirectClub
Hello John, this is very disappointing to hear. We deeply care about every club member and we want nothing more than for one to have an exciting, smooth journey to their new smile. No one should have to experience multiple fit issues, please give us a call at 800-689-0053 for further assistance. Best, Valerie
Mar. 11th, 2020
David Hsu Santa Clara, CA
Do NOT use smile direct.... for multiple reasons
It’s been nearly 4 years.
Now my teeth are finally straight after multiple mix ups, delayed and broken trays.
But... now they want my credit card info in order to send my retainer when I’ve already paid in full!?
They’re saying they won’t / cannot override the system... which is BS
In an age of cyber attacks and data breaches, why in the world would I want to unnecessarily give personal information?
I urge the smile direct compliance and legal team to answer this ASAP...
So, for future potential customers. Just know that even if you pay in full. They will still require your credit card info and in fact hold your retainers hostage if you will not provide it. Which they are doing to me now. Have talked with 3 levels of supervisors and the legal and compliance team will not talk to me.
Also, the plans vary depending one which ortho gets assigned to your case. You never see a dr in order to get cheaper trays and they save on overhead. But.... some of these plans are terrible and probably initially computer generated so make sure you review them.
4 years ago
Reply from SmileDirectClub
Thank you for taking the time to leave us a review, David. Due to limitations with our payment processor, we're unable to place any orders without an active card on the account. Regardless of an order is free, this is something we're unable to do at the moment. We would be more than happy to help with any questions or concerns, so feel free to give us a call at (800)-848-7566 so we can assist. Best, Madison
Mar. 5th, 2020
Antwna' McRae Hialeah, FL
My experience with SmileDirectClub was wonderful. I had a great time, the lady working on me was named Cassandra she help me with all my questions and concerns.
4 years ago
Reply from SmileDirectClub
Thank you so much for your positive comments about SmileDirectClub!
Feb. 25th, 2020
Mark Hayes Eugene, OR
Great product, was able to straighten my teeth even though they were in very bad shape. The price was the lowest and the service was amazing, Thanks SDC!
4 years ago
Reply from SmileDirectClub
Hello Mark, we are very happy to hear this! Thanks so much for the kind review.
Feb. 21st, 2020
Alex Glazier Ann Arbor, MI
I will just start by saying that I am furious with this company. And I have a lot to say. When I first started, in October, the aligners were VERY painful. However, my teeth were being moved, no biggie, I sucked it up. Pain eventually went away. A few months in, I began to notice that my bottom teeth weren't straightening at all, in fact I think they got more crooked. I sent a very detailed email, including photos, to the dental team. After a (very) long time, they finally replied, asked me to send them pictures and explanations, all of which I did in my first email, but whatever, I did it again. After another (very) long time, they replied saying I needed to go in for a rescan to start my reevaluation process. I scheduled a scan for the very next day and thought my troubles were over. LOL. I went for my scan. The next day (at 3 am) they emailed me saying I needed a rescan. I called. They told me oh no, that must have been a mistake, your scan is right here. The next day, another email, saying I need a rescan. I called again. Still no reason that I need to do a rescan, but apparently I do. So whatever, I go back. Nobody knows what was wrong with my scan, to this day. A week after my second rescan, I call to check in, since I'd heard nothing. They inform me that they just received my scan the day before (so 5 or 6 days after I took the scan). I was mad, but it felt like progress, so whatever. A week after that, I heard nothing, so I called again. They assure me that everything is going smoothly and they have my scan. LOL. A week after that call, three weeks after my SECOND rescan, 4 weeks after my first rescan, 2 MONTHS after I first contacted them about a reevaluation, is today. I called again. What did they tell me on the phone today? That I need a rescan. Nobody knows why. Nobody can give me any genuine information. Nobody was even going to email me telling me I need a rescan. The best part? I can't switch my aligners during the reevaluation process, or they will move before I get them. So I've been wearing the same one for two months now. If anyone is still here, thanks for reading my rant. Don't do SmileDirectClub. Ever. Only giving one star because it wont let me give 0.
4 years ago Edited September 14, 2021
Reply from SmileDirectClub
Hi Alex, thank you for taking the time to leave us with this review. We are concerned to hear about this as we are dedicated to providing the best and most comfortable experience to all club members. In order for us to better assist, please reach out to us at . Best, Jeffrey.
Feb. 21st, 2020
Elan Edwards Broomfield, CO
Worst customer service I have ever experienced. The first aligners didn't work and I tried and tried to get the issue resolved. They wouldn't get back to me and finally gave me bogus emails. Eventually they allowed me to get additional aligners and said they would ship within 3 weeks. The aligners took over 2 months to get to me! My teeth had begun shifting back.
I could go through pages of issues I've had with this company including the customer service and the product. At the time of ordering I didn't realize there were other teeth straightening companies out there. Do yourself a favor and go with any other company. You will regret going with Smile Direct. I do.
4 years ago
Reply from SmileDirectClub
Hey Elan, and thanks for the review. In cases where a customer has aligners that don't fit properly, we can typically assist by offering replacement aligners or offering the option for a new 3D scan or Impression Kit. I will be reaching out via private message so we can speak more about this. Best, Thom
Nov. 6th, 2019
Pina Tondo Goshen, NY
Horrible!!! My son and I visited the smile direct club in Rockland .. I provided the down payment of $250.00 in the initial pay of $81.90 My son received the first treatment. Ive provided the Smile Direct with my insurance card which stated will mail an invoice. Later, I learned the Smile Direct was using my FSA debit card not my insurance card to pay monthly . Plus added a collection agency to boot now. The wrong prescription mail to my son too. I spoke with an insurance specialist finally email me an invoice - my insurance to pay - instead SMILE DIRECT stealing funds from my FSA account and having a collection agency collect the same time - illegal
4 years ago
Reply from SmileDirectClub
Hi Pina, thank you for taking the time to leave us with this feedback. We are concerned to hear this as we want to help customers to the best of our abilities and provide them with all accurate payment options. In order for us to better assist, please reach out to us at . Best, Jeffrey.
Jan. 29th, 2020
Karren Kukral Dyer, IN
I only needed lower aligners. Got them quickly. They were poorly made. Had to file and/or cut with scissors nearly every aligner. I was close to finishing my treatment so I ordered retainer. My 3 bottom teeth were all that needed to be moved but of course the whole lower teeth had to be shifted to make room to straighten only 3. That did not happen but I was not biting down on crooked teeth so it was good enough. I got my retainers but they were clearly not for my mouth. I did not use the top aligners as My top teeth were straight and I was in the process of getting an implant. My retainer had that missing tooth and bottom did not fit. I went ot Orland Park, IL store. I was told I could get new aligners to make my lower teeth better. This process started on October 8. I received the new aligners on December 27. In the meantime, the last aligner I had been wearing cracked in half. I called several times. No one seemed as concerned as I was about my teeth moving back. I was terrified and could not sleep because of that. Now the new aligners look perfect. The 1st of a 3 month plan was a perfect smile. If I had that I would not need new aligners. They would not fit on my teeth. I took pictures of my aligners and my teeth that have gone back to the original crooked position and returned the aligners to Orland Park. They did offer to take a new scan but I am done with this scam. I am more calm about it as since my teeth did move back I don’t have anything more to worry about. Customer support is now asking for more pictures. I am left with a loose tooth so not willing to start over again. I have turned this over to the Better Business Bureau. I hope they will be more successful than I have been. I want a complete refund. I did check reviews of this company before I started process last April. I guess they were new enough at that time. When I reported to BBB there were over 1100 open complaints with the same issue I had. SDC takes new customers money and then moves on without take care of current customers. My dentist referred me to an orthodontist who does aligners. I need time to recover from this fiasco. Buyer beware.
My request has been denied for a refund. This was the worst experience I have ever had and you can bet I will post this far and wide about how Smiles Direct took advantage of a senior citizen. No accomodations were ever made to try to get the correct retainer and it took 3 almost 3 months to get new aligners. I am thinking of taking legal action. I am back where I started with $1750 out of pocket and a loose tooth. Great reputation they have. They will soon be out of business when their fresh source of suckers run dry.
4 years ago
Reply from SmileDirectClub
Hi Karren, thank you for taking the time to leave us with this feedback. We are concerned to hear about this as we want to help all club members achieve their predicted results without concerns. In order for us to better assist, please reach out to us directly at . Best, Jeffrey.
Jan. 9th, 2020
John Ferrara Bronxville, NY
I was over the top excited to try this company after I was referred to them. I booked a consultation at their Brooklyn location on Atlantic Ave., and despite their numerous reminders about my appointment, when I arrived during my lunch hour, I was told that they were a hour behind and to take a seat and they'd be with me when they could. I had to leave to get back to work and when i reported this to Smile Direct i got no response, only more spam mail. If you decide to use this company, avoid wasting your time going to one of their locations, especially if you don't have hours to spare, and good luck getting a response from them. I am now researching other companies to use to get this done.
4 years ago
Reply from SmileDirectClub
Hi John, thank you for taking the time to leave us with this feedback. We are concerned to hear about this as we want all SmileShop visits to be timely, fun, and informative. I will be passing this along to our shop team and if we can be of further assistance, please reach out to us directly at . Best, Jeffrey.
Jan. 8th, 2020
Sean Fort Lauderdale, FL
iit's now going on 10 weeks to get my aligners that were said to be shipped to me in 3-4 weeks. I am never one to leave reviews but please do you research. There are some that had great experiences but there are many that had horrible experiences once their initial aligners no longer fit. Had the same experience as most. Had to get a new pair of aligners because my plan didn’t fit after 3 months. Got a revision in the middle of October and it’s been almost two months and I haven’t received the new aligners. Not sure if I will ever get them or if they would fit. Will have to go to another company
4 years ago
Reply from SmileDirectClub
Hi Sean, thank you for taking the time to leave us with this feedback. We are concerned to hear about this and would like to help in any way we can. I will be reaching out via private response to further assist. Best, Jeffrey.
Dec. 20th, 2019
C Corpus Christi, TX
This review is specifically for the customer service call center and not the smile shop we visited or any products.
I excitedly hopped on board with SDC as a Christmas present to my mom who has always expressed the desire to have straight teeth (her bottom teeth are overcrowded). I should’ve known something was up when the “free appointment” asked for my credit card to ensure I wouldn’t flake.
I also made an error in booking her appointment, the entire time I claimed I was making this appointment for someone else, and I was the customer. When I called customer service to request to cancel the Smile shop appointment I made with error, I was told I was not an authorized user.... even though it was my name as the customer and my credit card being used for booking.
The “customer service” representative was incredibly rude and would simply say “you’re not authorized” which made no sense since it should’ve been on their file that I was the customer making the appointment for someone else. She went on to argue with me for a good minute before sitting in silence as I called out the idiocy behind their lack of service to the customer before I finally hung up.
Only to come to find out after having to rearrange her plans so we could make the appointment I had scheduled (because remember I’m not authorized to cancel it) the appointment had been canceled by the representative who had told me I could not do that.
I’m skeptical to allow my mom to move forward with a treatment program that has so many terrible reviews of customer service for a product that is supposed to be shifting your teeth. Feels more like the customer is just an afterthought.
4 years ago
Reply from SmileDirectClub
Thank you for taking the time to leave us a review. We take privacy and security of account information very seriously and are HIPAA compliant. Because of this, we're only able to discuss account information with the account holder and cannot discuss any details unless the user is authorized by the account holder. We would be happy to help with any concerns, so please don't hesitate to email us at so we can assist further. Best, Madison
Jan. 2nd, 2020
Matthew Holm Lynnwood, WA
Same old story as everyone else. 4 months into my first set and my teeth were not aligning with the trays and there were massive air gaps. Keep in mind I was being hardcore and meticulous with the process.
Got my new 3 month plan after 2 months of waiting. Put them in and immediately could see the notorious air gaps that plague me. I gave it a month in hopes of seeing improvement but the gaps only got worse. Teeth weren’t following trays either. Sent new pictures of round two of same problems and they dismissed my concerns and said to continue the process.
Here I am with my last 2 week trays of a 3 month remold and the same exact problems exist. My two crooked teeth in the front are still crooked and the air gaps between my teeth and the trays never resolved or filled no matter how much I use the chewies. Thanks for taking my money and not following through SmileDirect. Guess I’ll get my new remold trays in 3 months and probably deal with this process of not fitting again.
4 years ago
Reply from SmileDirectClub
Hi Matthew, we are concerned to hear about your experience and want nothing more than for all club members to love their new smile at the end of their smile journey. To better assist, I will be sending you a private message. Best, Valerie
Dec. 26th, 2019
L klein Villa Park, IL
The concept is great. Now, 1.5 years and 4 treatment plans later, I wish I would have gone with another company.
My teeth were not terrible but regressing from a jaw break after a car accident in 2003. I started my ‘smile journey’ in September 2017 and it was to last 6 months. My teeth were not adequate after the first treatment(understandable given the convenience) and went on for another 3 months treatment plan. During that time, SmileDirect aligners created a gap. It has now been been 8 months with a total of 4 plans to date. I have currently been waiting for aligners since early September (it’s December). Their customer service is non existent. They put people who break aligners or who’ve had multiple plans or bad experience at the back of the line.
I have currently been wearing two week aligners for 4 months yet they won’t expedite my recent treatment plan. Side note- I was sent a set in late October that FedEx lost and they still choose not to speed up processing new ones. I was told November 11 it would be 2-4 weeks but when I called today they arw still in process with no completion date in site. They also said that at the end of November the wait time increased but didn’t share that with me.
There are plenty of other crummy details to share but don’t have time or room. Overall a bad experience.
4 years ago
Reply from SmileDirectClub
Hi L. Thanks for taking the time to leave us a rating. We're disappointed to see this, but we appreciate all feedback. If you have any details you would like to add, I will be reaching out via private message. Best, Thom
Dec. 18th, 2019
Janet Beller Las Vegas, NV
Like others, I would not give them any stars if it was possible! I did the impressions, and got an email saying I was approved. What they didn't tell me was that I was only approved for my upper teeth! And I still paid full price! I sent them emails asking why I hadn't gotten the aligners for my bottom teeth, and that's when I found out about not being approved. One "customer service" person told me I had to a call them to get answers. Another told me I was only approved for my upper teeth. Am still waiting on a reply to my question as to whether or not I will get a half refund, since they only approved my upper teeth. In my experience so far, this only works for people with minor need of adjustment.
4 years ago
Reply from SmileDirectClub
Hey there Janet. Thanks for taking the time to leave us this review. We are upset to hear about this experience and we'd like to help. I will be reaching out via private message to discuss this further, with you. Best, Thom
Dec. 18th, 2019
Nikki Brookfield, WI
NOTHING BUT A HEADACHE !!!
The first problem I had with smiles direct was I lost a liner and called to order it and it never came ( takes 4 weeks for replacement) I called and the order was NEVER even placed! So they re- ordered for me ( ANOTHER FOUR WEEKS) and they NEVER came AGAIN! Called them and AGIAN they NEVER ordered them!! So they reorders AGAIN, this time they did finally come FOUR WEEKS LATER!. Went on my way with my 6 month journey only to not have my teeth be completely straight After six months so I stated a “ revision” which is 3 more months of liners ( took 2.5 months to get the revision ) however the first set didn’t fit ! So I had to wait two more two more months for the new revision and that set didn’t fit either!! I’ve been wearing the SAME liners for 4.5 months now !!!! And now I have a huge gap between one of my back teeth that constantly bleeds!! . I see that smiles direct Supposedly answers these reviews and contacts the reviewer, I wonder how true that is and can’t wait to find out because so far they have done NOTHING for me!!
4 years ago
Reply from SmileDirectClub
Hi Nikki, thank you for taking the time to leave us with this review. We are concerned to hear this and would like to help. We did experience a high order volume in all order types prompting delays but we are working to catch up on all orders. I will be reaching out via direct message to further assist. Best, Jeffrey.
Dec. 11th, 2019
Holly M Monroeville, PA
Total run around regarding my retainers. I am so disappointed after my diligence during my 6 months of aligners that all my hard work if going by the way side because it’s now been over 4 months that I have been waiting on properly fitting retainers. I have had 2 sets shipped to me after extremely long delays that did not fit. Now I am awaiting yet a third pair after having to get rescanned again! The latest update to me today after I have expressed the urgency to get my order expedited is : We recently had a significant increase of retainers orders and a small set of retainers orders ended up being delayed. At this point, yours were caught behind in the queue. We do apologize and will be able to get them to you shortly. That is unacceptable Smile Direct!! You people have zero regard for your customers! Please anyone reading this, find a more reputable company!!!!
4 years ago
Reply from SmileDirectClub
Hi Holly, thank you for taking the time to leave us with this feedback. We are concerned to hear this as we take pride in the care and assistance our customer care teams provide. In order to better assist, we will be reaching out via DM to help. Best, Jeffrey.
Dec. 11th, 2019
Betsy
After my dazzling appointment/scan where everyone was helpful and smiling, my aligners arrived. They were poorly made, always requiring refining with a nail file. The third set was awful, with the aligner sticking straight out by the molars and slicing my tongue. Customer service wanted a picture. Hard to take a picture of the dark back of your mouth with one hand holding the camera and the other holding a flashlight. At that point started reading reviews and there were hundreds - most of them bad. I returned it all lock, stock and barrel. Fortunately it was well within the 30 days. Even so, I sent them the tracking number and notified them every day of the tracking progress. When it arrived, I sent an e-mail asking when I'd receive my refund and they claimed that they couldn't find the package. I sent them screen shots of the proof of delivery and the name of the person who signed for it. I DID get a refund, but after reading the reviews, I think had I not constantly followed up and made sure I had that proof of delivery, I would still be waiting. Maybe not. I have Invisalign now. Way more money, but they fit and I don't have to make adjustments with a nail file. Smile Direct sinks all their money into marketing instead of a quality product.
4 years ago
Reply from SmileDirectClub
Hello Betsy, we are disappointed to hear this as we take pride in the attention that our customer care team devotes to all communication efforts. Thank you for sharing your valuable feedback. Best, Valerie
Dec. 10th, 2019
Mary Bennett Sumrall, MS
They sent us the wrong aligners for month six of a seven month treatment plan. I have called, fb messaged, and emailed this company too many times to count. In September they said the correct aligners would be shipped in seven to ten days. It is now December and we have no aligners and they will not refund our money. We are still being charged every month for a service we do not even have. Save yourself the time and money and go another route. You will be thankful you did.
4 years ago
Reply from SmileDirectClub
Hi there, Mary. Thanks for taking the time to leave us this review. We are concerned to see this and we'd love to help. I will be reaching out via private message to speak further with you. Best, Thom
Dec. 3rd, 2019
Quinn Chicago, IL
Read these reviews! Go to another company! Wish I had read reviews before I invested. My story is the same as everyone else’s. Terrible customer service and still crooked teeth. First six months of aligners did not complete straightening my teeth so I did another scan. Now six months later after the second scan, I’m still waiting on a new set of aligners, paying monthly for NOTHING and keep getting the run around on why new aligners are delayed. It’s a scam and total BS! There’s no way after six months of wearing an old worn out ripped up aligner that if a new set is actually ever shipped that they might even fit.... horrible horrible scam and still crooked teeth!
4 years ago
Reply from SmileDirectClub
Hey there Quinn. We're disappointed to read this review, as we take pride in the attention that our customer care team devotes to all communication efforts. In order to better assist you I will be reaching out through Private Message so we can speak further. Best, Thom
Nov. 6th, 2019
Michael Margolis Los Angeles, CA
Buyer beware. Great brand promise, huge disappointment in delivering on that promise. I'm on my third series with Smile Direct Club, with huge delays in production and responsiveness between each updated set of trays, and lack of real customer service. Despite a very simple treatment plan to close a gap in my two front teeth (had braces as a teenager). You can't ever speak to a qualified dental person. It's clear the company cares more about making the sale/customer acquisition than actually fulfilling on existing customers.
4 years ago
Reply from SmileDirectClub
Hey Michael. Thanks for reaching out to us and leaving us this review. We are concerned to hear about this experience. As we are aware of our recent delays, we are working as hard as we can to get all orders out as quickly as possible. I will be reaching out via DM so we can speak further. Best, Thom
Oct. 29th, 2019
Alisha Pontiac, IL
Poor product, insufficient service, inaccurate predictions.
My very first attempt was in March, when my first shipment of aligners arrived. The Month 1 Week 1 aligners would not fit and they sent new aligners. The new shipment did fit, so I started the new Month 1 Week 1 aligners mid April.
I finally started treatment in April and it was supposed to be finished the first week of August. Treatment went well for 3 months. I started the last month of aligners on time, but they would not go on my teeth at all. Seemed to be a production error, but they said my teeth weren't moving as expected. They sent another impression kit and I sent my impressions off to them the day after I got the kit.
At the point when I sent the molds off I had been in old aligners a couple weeks past when I was supposed to be. They made and sent new aligners which I received about Aug 19th.
This means that when the new ones arrived, I had been over 6 weeks in those aligners that were supposed to be worn for 2 weeks.
The new aligners also didn't fit (newest Month 1 Week 1...). They said skip to the next week (M1W2), those were okay. When I switched to the next week (M1W2/3) they were as bad as the first week set that they told me to skip. They said it appears to be a production error and that they would remake new ones from the molds they already have, and send them. August 30 they said they'd send them out ASAP. Now it's Oct 24 and they've not yet sent them out to me. So, I'm wearing the same aligners since about Aug 19.
To state succinctly. My treatment was supposed to be completely finished the first week of August. Instead I've been in the same two sets for over 3 months (they are supposed to be changed each 1 or 2 weeks, as directed). I'm in these as I wait for my 4th shipment, their 4th attempt to get it right.
In reaction to my complaints, they gave me a $100 discount and did they'll give me free retainers at the end of treatment. This was a month ago. I called again today and told them if they are unable to give me a shipping date, I'd like a refund for what I've already paid so that I may obtain treatment elsewhere. They said someone would contact me about closing the account within 3 business days.
I came here to find a better company. I read some other reviews and am frustrated to hear they will require a retroactive NDA to issue a refund. I thought I'd better write this review ASAP so maybe a few people will be warned. Go with a different company.
4 years ago
Reply from SmileDirectClub
Hey Alisha. In cases where something goes wrong, we always want to work to make things right. We are disappointed to read your review and want to assist. I will be sending you a direct message so we can speak further. Best, Thom
Oct. 25th, 2019
Sarah Vienna, WV
where to begin.... lets see, i had to do 5 impression kits nefore the realized my impression trau was too small. so i was making $80 payments for 3 months without my aligners. after my 6 month treatment, my teeth were still not straight. i requested a re evaluation, was denied my first time. it took me calling 3 times crying and begging to finally get approved. i am
on my 6th re evaluation set of aligners. its been 2 years and im still wearing aligners. lol 6 months my a$$! i followed the program, i was responsible, and still did not get the results i wanted. so its been over a month and im waiting for my 6th re evaluation aligners. this company will never reach out to you, the only time i get an email from them is reminding my about my upcoming payment lol terrible customer service, quite frankly a scam as far as im concerned. beware!
4 years ago
Reply from SmileDirectClub
Hi Sara. 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, I will send you a message via DM. Thank you, Thom
Oct. 25th, 2019
J Fresno, CA
Used this company and was very disappointed that they tout they have a team of dental professionals there to help and a licensed doctor treating you. When I ran into problems I asked if my doctor could look at my case, I had damage to a tooth and I was scared. They told me I could not be in contact with my doctor nor could I have their license number as proof that a doctor was actually treating me. I then was helped by a number of RDA’s who also refused to provide proof that they are licensed. Pretty sure this company is a scam. I asked for my money back, they didn’t execute what the 3D model I approved at the beginning said my teeth would do, I had a tooth break under their care, they refused to provide me with proper identification, and to get a refund I would have to sign a release form freeing them of responsibility!! No way, I’ve never signed an NDA but many aspects of their release form were disturbing with such things as removing social media posts that were negative and also removing reviews that were negative, just crazy. Almost a year for an original 5 month plan, 3 “refinements” as they call it, and lots of pain. Later I find out that they couldn’t ever move my teeth the way they said they could, I needed attachments to rotate teeth, I don’t know why they would predict they could and deceive me, terrible experience.
4 years ago
Reply from SmileDirectClub
Hey there J. Your review is extremely concerning to see. Our doctors would never approve a treatment plan that we weren't sure we could help achieve. I'll be reaching out via DM to speak further about this. Best, Thom
Oct. 23rd, 2019
Jim Knisley Bloomington, IL
Terrible customer service. I would give 0 stars if possible. My liners were not properly made and cut my tongue and cheek because the left lower side was loose and almost flat instead of cupped around my teeth. After just a few days of wearing week 1 I called customer service, sent in the pictures they requested and then began the run-around. Over the next few weeks they kept telling me my assigned dentist hadn't reviewed them yet. That didn't stop them from charging the monthly payments to my credit card even though I didn't have proper fitting liners to wear. I finally sent the defective liners back and asked for a refund. They offered me a partial refund, charging me over $200 for the liners I had tried to wear that cut up my mouth. I refused and asked to speak to a manager. It's been two months of more email run-around and still no refund and haven't yet got to speak to a manager. I see from many of the other reviews I am not alone in my frustrations with their poor customer service.
4 years ago
Reply from SmileDirectClub
Hey Jim. Thanks for reaching out and leaving us this review. We pride ourselves in the service that our team provides, so this is very disappointing to read. Please email our team at so we can assist you further. Best, Thom
Aug. 20th, 2019
Luka Plano, TX
Terrible customer service throughout the process and even in to when you need retainers. They have a call center out of the country (Costa Rica) so you are challenged there in having the rep escalate an issue to anyone that has any power or authority (that's at the TN office), instead they just keep saying, "what can I do to make you smile today." Trying to get a manger to help is like winning the lottery and when you do find one and get their information for the future when you have issues, and you will have issues with anything from broken trays to broken retainers that show up that way, to things just not showing up, that manger ends up leaving. This company needs to work on their customer service skills and customer service process. It's a mess!! I've had to do all the work myself to make sure I get the results I want. Other then 3D print them myself. I am all for a deal but now I look at all the wasted time and stress and know the few hundred dollars I saved over other companies aligners is just not worth it. I think they just expect you to not hold them to the deliver times they tell you and because they have become so popular their turn times are terrible. So if something is wrong with your aligners don’t expect to get a new one for 3-4 weeks there for pushing out your results a full 3-4 weeks. Such potential, but they need a revamp of process, procedures and customer service.
4 years ago
Reply from SmileDirectClub
Hi Luka. We're concerned to see this, as we take pride in the attention that our customer care team devotes to all communication efforts. In order to better assist you, please reach out to us directly at . Thank you, Thom
Oct. 9th, 2019
Erika Vancouver, WA
Buyer Beware! They are absolutely horrible. Worst customer service I've ever experienced. My son really wanted to try these. Everything was great until we got to the last set and his teeth were not where there were supposed to be. We went into the store to get new scans. 2 weeks later, we got an email that they could do no more. So, we ordered the retainer. My son was told to continue wearing his last aligners until the retainer arrived. That was in June and it's now October. I have called 7 times and I keep getting lied to about them being shipped. They have given me every excuse in the book. I give up and want my money back. My sons teeth are back to the original state. The aligners he had to wear for MONTHS finally broke. They don't care. Don't waste your money!
4 years ago
Reply from SmileDirectClub
Hey Erika. Thanks for taking the time to leave us this review. We work our hardest to give everyone, who walks in our doors, the smile that they want and deserve. However, we can only work to the extent that our technology allows us. We are definitely concerned to hear about this and we are more than happy to take a look into anything you would like us to. Please email our team at . Best, Thom
Oct. 7th, 2019
JJump Woodbridge, CT
BUYER BEWARE!!
This program is HORRIBLE! 😡 I filed a complaint with the Better Business Bureau, you should to!! We bought this program for my daughter and at that point they only had the impression kit available. We did that, her teeth were very difficult but finally had it completed. She started to use the alighners and at first they seemed to be ok but them problems arose and my husband called to complain. We never heard back from anyone but supposedly their system sent an email that wasn't received. Today a "manager" could call me back but when we had problems, called them they couldn't call us back?! Now that there is the new scan available we decided to go and see if it would be better. Now they want tji charge us an additional $99/month for new aligners! They always tell you, you're a client for life, but at a very high expense. They only give a 30 day warranty so if your teeth go ary in 60 days you're plum out of luck. Very disappointed and really sick of seeing their marketing bs!!
4 years ago
Reply from SmileDirectClub
Hi Jennifer, thank you for taking the time to leave us with this review. We strive to be as transparent as possible regarding out Club Warranty by including information about this in the blurple box and on our website at We would be happy to help with any concerns you have, so please don't hesitate to email us a . Best, Thom
Oct. 7th, 2019
RBrodnax Gilbert, AZ
I can’t believe what has happened to my teeth. I went in for crowding in my lower teeth. The top really just needed rounding. Like everyone else, everything seemed great until I hit month 3. At the 1/2 way check in,I mentioned my concerns-I was developing a gap in my lower teeth and the alignments were not sitting on my teeth correctly. I sent pictures they requested, yet the only reply I received was, “Everything looks great. You are progressing as expected.” Not one of my concerns was mentioned or addressed. So then at month 6, I brought up the same concerns and the gaps were getting bigger. I sent the requested pictures again, and this time, after 1-2 weeks, I was sent to get another scan. Okay, I’m thinking this will get fixed. It took about 4 weeks to get my new set that was for a 3 month extension (9 months total). At first they fit right and seemed to be moving, but the gap was not closing. Then in month 3 (9), I was getting more gaps and my bottom teeth now SCRAPE the backside of my top front teeth. When I first take my aligned out to eat, I can’t even close my mouth correctly to bite. I contacted them AGAIN, sent the pictures AGAIN, after about two weeks went for a scan AGAIN. 6+ weeks later I am getting the run around. Some one will contact you, we will look into this, your Ali gets are in cue...BS! They advertise you will love your smile, I HATE MINE! I never covered my mouth to smile or laugh. Now I catch myself doing it all the time because of the gaps. My teeth are still crooked, just farther apart. And the kicker-the scan of my future smile-they plan to push my bottom teeth out more and the top in. I’m not an orthodontist, but I don’t see how that will fix the gaps or my bottom teeth scraping the inside of the top. This place is a TOTAL rip off. Once you lay out the truth, then they want to tell you to email them and they will fix it. Why was that offered before? I want my money back so I can go get it fixed elsewhere. I sitting at a year-so much for 6 months.
4 years ago
Reply from SmileDirectClub
Hey there. We appreciate you taking the time to let us know about this. We take pride in all of the care that our team provides and we are disappointed to read your review. Refinements are not uncommon and we definitely want to give everyone the smile that they deserve. Please email our team at so we can discuss this further. Best, Thom
Oct. 2nd, 2019
Kathy C. Santa Barbara, CA
I unfortunately would not recommend Smile Club Direct to my friends because of the comfort and poor customer service. I did the 3D scan and that went great. They do not hurt my teeth it’s my tongue and cheeks that hurt especially when when I talk. My liner where made incorrectly and was told I would receive an email in 10 business days for my tracking email for my new liner to be shipped to me. That was 22 business days ago. I was told since so many liners were made incorrectly that is why there is a delay. I think it only took 21 business days to get my original liners. I said to the person they care more about their new customers they their current clients. She didn’t have a reply to that. I’ve told my friends to go with a different company if they want to do it. I would also go with different company too. I am excited to see my teeth getting straighter and love to smile now as my teeth are getting straighter.
4 years ago
Reply from SmileDirectClub
Hey Kathy. Your review is concerning to see. In the event of a delay, we always work to make it right. Please email our team at so we can speak further. Best, Thom
Sep. 26th, 2019
Danielle Springfield, MO
This is the worst company i've ever had the displeasure to work with. First of all the braces did little if anything in straightening my teeth. Secondly, the product themselves are cheaply made. I lost count with how many would crack. Thirdly, there billing is horrible. When I set things up I had put it on my Discover card. A few months later I wanted to change it from Discover to my HSA account. Didn't think a problem since I could login and easily change it. Another month goes by and it still comes from out of my Discover card. Okay maybe it takes a billing cycle. Another month goes by still Discover. I sign in and see my payment information is correct. Another month goes by still. It took calling my card and having them do a stop payment and flagged it as fraud before I finally found out that in order to change you payment there is an entirely different company to go through. The biggest issue is that I'm on month 9 and for the last two months I have been wearing the very last set because my retainer still isn't here. Every time you say anything to this company they want to just send you a free retainer or more whitening pens. Straight up this is a horrible company and your teeth WILL NOT GET STRAIGHTENED. I hope this company gets sued one day and put out.
4 years ago
Reply from SmileDirectClub
Hi there, Danielle. We are extremely disappointed to hear about this experience. I'd love to be able to look into this further. Please email our team at at your earliest convenience. Best, Thom
Sep. 19th, 2019
SaltLife2686 Canton, OH
Absolutely the worst customer service experience I've ever had the displeasure of dealing with. Zero contact with them or the so called licensed dentist "overseeing" my treatment. The product is thinly made with cheap plastic. Yes they will move teeth but at this point I'm not "grinnin" also I was just advised in the middle of month 5 that they have lost my records?
Also if you call in for anything besides sales expect
Poor English
Long wait times
4 years ago
Reply from SmileDirectClub
Hey there. We appreciate you taking the time to leave us this review. However, we are concerned to read about this experience. Please email our team at to discuss this further. Best, Thom
Sep. 16th, 2019
D.G. Norwalk, CT
Absolutely the worst company ever! My frustration with this company has hit a boiling point.
I am all for using tech to bring products and services to the masses using new methods. Sadly, when delivering services that fall into the healthcare field, there really needs to be ethical oversight and accountability.
I signed up with Smiledirect last fall to help my shifting teeth back into position. I was given a 5 month course of treatment. As I was using my last set of aligners, they cracked the first time I used them. I called to inquire about a replacement. I was told that it would take 2-3 weeks. I also mentioned that my teeth were still now where near where they were supposed to be. So, after photos back and forth, I was sent to a local center and had a new scan done. I was told that the new aligners would take 2-3 weeks. I wasn’t happy about this as I now would be without aligners for 3 weeks and obviously, teeth shift back. Well, as it turns out after 3 1/2 weeks I get an email saying they’re on their way….only to find that they had shipped the retainers that I had paid for months ago and had cancelled when I noticed that my teeth were in fact not in position.
I was supposedly credited $200 for the screw up and had to wait another 3 1/2 weeks for the correct aligners….which was then held up by Fed Ex for no explicable reason and customer service was useless once again in doing anything to get them delivered. They were shipped next day and it took 5 days to get them.
Imagine how thrilled I am that after finishing the 2 month additional correction and…teeth are still not in position. I stopped into the local shop and they agreed but told my I had to contact the website. Which I did…almost a week ago. I have sent photos etc…and still have received no information. I just received a text apologizing for the delay and offering a free set of retainers.(which clearly I am never going to be able to wear and have already paid for)
So we are now coming up on a year for what was supposed to be 5 months of treatment, not because of the treatment itself but because of horrendous customer service and response.
If you can’t make corrections any faster, you should not be starting new patients.
Any now the final insult to injury, I just got a text saying that if I didn’t want to continue the reevaluation process….
Run! I wish that I could leave no stars as an option.
4 years ago
Reply from SmileDirectClub
Hey D.G. All of our cases are overseen by dentists and orthodontists licensed in providing aligner treatment therapy. That said, reevaluation and mid-course adjustments are not uncommon in any aligner treatment, as it helps our dental professionals adapt to how teeth are naturally moving. If you have any further questions on this, feel free to email us at .
Aug. 8th, 2019
Dan :( Merrimack, NH
I normally don't take the time to complain or write reviews, good or bad but I want to make sure that people know what can happen to them and what they are getting into. First of all Smile Direct promises the world but in my case and judging by the multitude of negative reviews, when they don't deliver the customer service experience is awful.
So I went to Smile Direct and they scanned my teeth. They were very pleasant and told me that I would was a candidate. About 1 1/2 weeks later I received my plan. It showed that it would take 6 months for my plan. I watched the virtual image of my teeth as they should progress over 6 months. I was sold!
About 4 1/2 months into the plan I noticed that the new aligners were not fitting my teeth like all the others. I had large gaps between my teeth and the bottom of the aligners which I had not see before. I called and was told this was normal and to stay the course. I sent pictured to show and again this was normal. I continued the plan and at the end my teeth had not changed from when the aligners stopped fitting properly. I contacted Smiles Direct and they authorized a re-scan.
I got the re-scan done and brought my aligners with me, they agreed that they had not been fitting properly.
They sent the scans to the doctor, who by the way was not a local doctor as they seem to insinuate in their adds. An orthodontist licensed in your area is only licensed there, they may have NEVER practiced in your state. I'm in New Hampshire and after some investigating I found that the orthodontist assigned to my case is from Ohio. (Not very local).
A few weeks later I received another plan and then a few weeks after that the new sets of aligners. These were supposed to give me the smile I wanted in 3 months. After about 2 months the aligners stopped fitting my teeth again, I was having the same issues with the aligners. Again I was told this is normal. At the end of the 3 months I had the same issue, my teeth had not moved properly. I again had to send photos and wit for authorization to get re-scanned. Then wait another 2 weeks to get another plan sent to me and was told that it would be 4-5 weeks to get the new aligners. Since the end of the last set I've had to wear the same set of old aligners which have cracked and are no longer any good at keeping my teeth straight,
Smile Direct will not put a rush n my aligners so that I can get them before my teeth shift too much. I have been trying to get ahold of a supervisor but have not received a call from one yet. The call center for Smiles Direct will not put you directly through to a supervisor. They have to email them your info and wait for a call.
I wish I had never gone through Smiles Direct. The customer service is horrible and they will not work with me to make things right.
4 years ago
Reply from SmileDirectClub
Hey Dan, thanks for taking the time to leave us a review and share feedback about your experience. We pride ourselves on providing high quality care to our customers, so this is not in line with our standards. We’re disappointed to see this and would like to help make this right. Please reach out to us at so that we can assist further. Best, Thom
Jul. 31st, 2019
Ziggy Glendale, CA
All things started well and I was excited to finally get a smile that I would be happy with as I had some minor crowding with 2 teeth. Mid course, I felt I was getting an open bite that I did not have before so I requested to be rescanned at 3 months (my entire treatment plan was for 5 months) for a mid course adjustment. After a few days and several phone calls I was told to stay the course of my original plan which I did. All of a sudden I started receiving emails saying welcome to the “club” and please check in with your new aligners. After numerous calls telling them I didn’t just start the program they finally stopped sending me the emails. Every time I called customer service to explain that I felt “lost in their system” they have canned answers on why...their computers went down...IT is very busy, etc, etc, etc. I have now completed my 5 month plan and it did not resemble the 3D scan on my dashboard as one tooth had not completely turned. I was approved for a refinement and when my refinement plan was put on my dashboard it was worse than when I started 5 months ago and it said it was for ANOTHER 5 months. I called customer service who looked at my dashboard and agreed something was terribly wrong and she would escalate it to the “dental team” and they would re-evaluate and get back to me in 1-3 days. That’s where I am right now and if I do not hear from them with a satisfactory refinement plan in 1-3 days and new aligners within 2 weeks I will be suing in Small Claims Court. Buyer BEWARE!
4 years ago
Reply from SmileDirectClub
Hey Ziggy. Thanks so much for taking the time to leave us this review. Your experience is very concerning to see, and we are more than happy to speak with you more about this. Please send an email to us at so we can assist you further. Best, Thom
Jul. 24th, 2019
Gregory Hayes Kissimmee, FL
I received smile direct club in April of 2019. I was pretty excited for the experience and how my results would come about. everything started well but went down hill quickly. I had to resend my aligner back twice and waited a month each time before I could get them back. Each time maybe two weeks into the process my aligners wouldn’t fit. I went ahead and finally asked for a refund and they have Decided to refund me in full for their mishaps which I appreciate. The thing is they have not tended me all the money they said they will in their legal document given to me and have only given me a third of what they owe. Only one person on there staff has been very helpful but everyone else has been giving me the run around about money that is nowhere to be found right now. I honestly wouldn’t recommend this company to anyone as they are horrible with their business plan and customer service in most areas. I never have even written a review on any company before but this was the worst consumer experience I have ever had in my life. Hopefully I get the rest of my refund soon.
4 years ago
Reply from SmileDirectClub
Hi Gregory. We're concerned to see this, as we take pride in the attention that our customer care team devotes to all communication efforts. In order to better assist you, please reach out to us directly at . Thank you, Thom
Jul. 12th, 2019
M. G. Piscataway, NJ
Just received my aligners on 6/12 and nothing but problems. Very sharp edges. I did as instructed and still no help. My mouth/under my tongue is torn and sore bc of the aligners. Received a response from the dental team which they were informed wrong so I emailed them back after speaking to someone on the phone and through fb messenger about my concerns just to relay the message incorrectly . They are flimsy and the tool they give you bends them to much to where they will not return to there natural state.
We shouldn’t have to be responsible as consumers to correct any defects not knowing what the perfect precision is needed to comply with comfort .
We pay a lot into this not to have this headache. Unacceptable and very disappointed.
They’re still looking into this and a possible refund.
4 years ago
Reply from SmileDirectClub
Hi there. We appreciate your feedback, and we do work hard to make things right in any instance of dissatisfaction. First and foremost, we'd like to clarify that aligner fit issues can occur within any aligner treatment, as there's no way to predict exact tooth movement. In this event, our scans allow our dental professionals to gain insight into how the teeth are moving and account for that moving forward. This aspect of treatment is clearly outlined in our Consent and History form that all customers sign before beginning treatment. Our team aims to provide this advising as quickly as possible, and in the event of any delays, we certainly work to make things right. Feel free to email us anytime at . Best, Thom
Jul. 8th, 2019
Douglas Kaplan New York, NY
Small Claims Court (2nd half of review) and My Experience:
DO NOT USE SMILE DIRECT!!!!!!!!!!!!!
I decided to use Smile Direct because I simply had a few crooked teeth. I had braces as a child and a few teeth had shifted.
I went in and was told I should expect an incredible result. I was of course excited. I thought what a great decision I had made….
Long story short I began treatment and wore my aligners religiously. About 3 months in I noticed my teeth were being pulled inward and my front teeth began to line up right over each other. Additionally I noticed my 4 front teeth on the right side of my mouth had begun to chip away! I reached out to customer service very alarmed. They told me to finish the treatment. I was apprehensive but I did as I was told. After 5 months I had finished my treatment but my teeth to my horror felt terribly wrong and my chipped teeth had further chipped. I went to an orthodontist and found out the horrible truth. The treatment had moved my teeth so now my back molars do not and cannot touch anymore (this is where all your chewing power should be absorbed) and only my front teeth touch. I was rushed into a $6,500 invisalign program to prevent what they said in a year would have been no front teeth! I couldn’t eat properly for another 3 months.
DO NOT USE SMILE DIRECT!
They do not care about you or your teeth at all. If you run into a problem you are NOT working with a Company equipped to help you or fix the problem they are causing. They simply do not connect with the customer correctly for such a serious type of procedure.
*********
Legality (I used them was owed money but couldn't get them to do the right thing):
I spent the next 7 months trying to get my money back and they would only refund my money if I would sign a stringent release of liability. I disputed the charges on my CC and they fought tooth and nail!
Small Claims Court – I decided to go to 111 Centre Street near the Canal street stop off the 6 train and sue them in small claims court for what was owed. THIS IS THE ROUTE I FELT NECESSARY TO TAKE! See below how I did this (I AM HAPPY I DID):
- I Simply went to the 3rd floor to room 322 they opened at 9am (I was able to sue up to $5K)
- At the window I let them know I needed the small claims court paper. I wrote at the top SMILEDIRECTCLUB LLC and then used the address for the location I went to. THAT’S IT!
- I was given the option to pick the date for which I would have my day in court.
- I showed up to my court date and SMILE DIRECT did not show! In this case I explained my case to an arbitrator and received a judgment for almost $5K.
- I felt this was the best way to deal with Smile Direct as they have no interest in doing the right thing.
My experience was so traumatizing and horrifying that I felt it necessary to write my story to warn people of this disgusting company. Please feel free to comment and I will do my best to answer any questions anyone may have.
4 years ago
Reply from SmileDirectClub
Hello Douglas, we want all club members to feel satisfied throughout their entire smile journey. We do not want anyone to experience complications of any kind and we have a wonderful dental team that can help with any issues one may be facing. We want all customers to feel taken care of and trusting of our work. For any other concerns or questions, please feel free to reach out to 800-689-0053. Best, Mae.
Mar. 18th, 2020
Katrina Rochdale, MA
Took like 8 weeks to get the aligners but whatever. Thought it was good. My teeth were becoming straight the first couple trays were awful pain but I was prepared for that. Then it's almost time for the aligners to be finished and now I have a gap I reach out to them and do the whole process all over to get refinements. they didn't help at all the gap is still there and now my bottom teeth are slightly crooked. I gave up and reached out to get a retainer Jan 29 2019 I was told it would take 2-3 weeks on the 3rd week I reached out they said they would be there 7-10 days. It's been almost 2 months since I ordered my retainers I haven't received them and every tome I reach out to them they just tell me someone will contact me and yet no one ever contacts me. I've been wearing my last sent of aligners since I don't have the retainers and my teeth are moving since these aligners are basically just slipping off because they don't fit. I'm so over smile direct club and I wish I never did it. Don't be scammed by the cheap price because they do you so dirty. The customer service sucks they take forever to answer and they never help you or deliver your products on time.
5 years ago
Reply from SmileDirectClub
Hi Katrina. We're concerned to see this, as we take pride in the efficient and convenient experience, we aim to offer our customers. In the event of a delay, we will certainly work to make things right. We aren't able to address any specific case publicly due to HIPAA laws. We'd love to be able to help you out, though. Please email us at so we can discuss. Best, Thom
Jul. 8th, 2019
Review Source
Kynesia P. Fort Worth, TX
I would only recommend this company if you need Minor teeth adjustments. The aligner trays that I received were rough and cut into my gums. They include a file that you can use to smooth out the rough areas. But, why should I have to use a file to smooth out my own aligners that I paid for? You would think since they have a impression of your teeth/gums, that they would make aligners to fit comfortably without cutting into your gums. I also had an instance in which they stated they mailed me aligners, but I did not receive them, and of course they didn't have a tracking number, but they remedied that situation. After about 4 months, I canceled my membership and received a refund. I ended up using a traditional office orthodontist and received much better results.
1 year ago
Review Source
Jacqui Bopp Newville, PA
When I first started looking for invisible braces SmileDirectClub isthe first place I looked. Even though I didn't end up using them, they were extremely helpful. I really liked that they had more then one way to align your smile.
1 year ago Edited June 8, 2022
Review Source
Larry Harrison Macomb, MI
I’m giving SmileDirectClub a 5 because the aligners did work and I happy with my new smile! I do feel like my plan was rushed and I experienced a lot of pain but now that it’s over I am happy!
2 years ago
Reply from SmileDirectClub
Thank you again for taking the time to share a review! We truly appreciate the support.
Feb. 2nd, 2022
Review Source
Leah St. George, UT
I found these to be just okay. Honestly I was a little disappointed. They were way more noticeable than I felt were advertised by the customer service rep I spoke to. But for some reason they can easily be noticed from a 6–8 foot distance. I just had hoped for a more discreet look. In terms of effectiveness though, I’ve only just recently started using them so I can’t really come by on that but I have seen great results from friends who have used these so I’m hopeful.
2 years ago
Reply from SmileDirectClub
Hello Leah, 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
Dec. 7th, 2021
Review Source
James Goodman Silverdale, WA
SmileDirectClub is a great company, they offer a wide range of options, that tailored to my families needs. Price is competitive to higher companies, but the service is worth the cost. My daughter smiles brighter everyday now. Thank You!
2 years ago
Reply from SmileDirectClub
This is why we do what we do. Thank you for the feedback, James!
Dec. 2nd, 2021
Review Source
N Goshagi Ellicott City, MD
Have been customer for the club. The customer service need to be better in terms of approaching customer with their issues.
Overall a good experience with their informations! Also they email registry is very informative! You will get alot of emails but it is worth the time reading them!
2 years ago Edited January 14, 2022
Reply from SmileDirectClub
We appreciate your positive words! We're honored. If you need any assistance at all, you can send us an email at [email protected] and we will do our best to assist you.
Jan. 15th, 2022
Review Source
Mandy Pesce Laurelton, NJ
SmileDirectClub made the process for smile straightening super easy from the very beginning. Their customer service team is top notch as well, very helpful to answer all questions!
2 years ago
Reply from SmileDirectClub
Mandy, this rating means the world to us. Thank you for taking the time to leave a review!
Dec. 2nd, 2021
Review Source
Fernando
Took a couple days to get used to wearing them, but once I did. I hardly notice I had them on. I love how much better my teeth look and i still have a few more months of treatment to go.
2 years ago
Reply from SmileDirectClub
Fernando, thank you for your kind words and this wonderful review!
Dec. 2nd, 2021
