SmileDirectClub
6.6
Overall Score
Anansa Clifford Scottsdale, AZ
It was very easy and affordable to get my teeth straightened through smile direct. The process was easy as was getting help. I would highly recommend this company.
4 years ago Edited September 14, 2021
Reply from SmileDirectClub
We appreciate your positive words! We're honored
Jul. 14th, 2021
Lauren M Huntington Beach, CA
I had a pleasant and informative experience at one of their locations and signed up. For whatever reason I’m still getting tons of texts and emails asking me to pay when I already paid. It feels unprofessional. I also received a “document” in jpeg form, that I was supposed to sign.
4 years ago
Reply from SmileDirectClub
Hi Lauren, thank you for rating us. We are so sorry for the inconvenience caused the all the emails and texts you're getting, we want to help you with this, please send us an email to reviews@smiledirectclub.com.
Jul. 10th, 2021
Rogenda Batayola San Jose, CA
Great service! Everyone was welcoming and informative. It was pretty much straight forward and helps going in person to have most of your questions get answered on the spot.
4 years ago
Reply from SmileDirectClub
Rogenda, we really appreciate your positive review!
Jul. 9th, 2021
Felix Alexandria, VA
SmileDirectClub feels like a scam. When I walked in for my 3D scan, I was asked if I would agree to be recorded in exchange for a $25 gift card. I agreed. But when the “gift card” arrived, it came with a stipulation that I have to spend $50 for SDC online purchases outside my treatment plan to redeem it. So essentially it was a coupon rather than a gift card. Red flag no.1. The second red flag was when I was presented with purchase paperwork during my “free scan.” Days later SDC attempted to charge my card before I could even review the treatment plan they had designed. But it gets worse. During the scan, I brought up a question — whether I should shorten my front teeth before or after I order SDC aligners — for the remote orthodontist to review and made sure the question was recorded on the intake form. Two days later, I got an email from Dr. Eric Guirguis who said my SDC plan was approved. I replied back asking the same question I asked during the intake. No response. I did not proceed with my purchase and SDC has been relentlessly emailing and texting me about completing my purchase. But every time I bring up the question, I get nothing but crickets… from which I can only assume that no actual doctor or orthodontist looks at your case very closely, if at all. I’m not even sure if Dr. G is an orthodontist as SDC never provided that information. Every sign seems to point to a scam or scammy behavior with SDC.
4 years ago
Reply from SmileDirectClub
Hello Felix, 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 reviews@smiledirectclub.com. Best, Toni
Jun. 30th, 2021
Steffon Coles Philadelphia, PA
The associate that I worked with represented the company and herself with professionalism. She was warm and friendly, made sure I knew all that Smile Direct had to offer.
4 years ago
Reply from SmileDirectClub
Steffon, thank you so much for taking the time to share! We truly appreciate seeing this on our page.
Jun. 28th, 2021
sanjay paul Riverview, FL
It was a very welcoming, pleasant and an amazing experience. I like the fact that they never let me feel uncomfortable about my current teeth while scanning.
4 years ago Edited September 14, 2021
Reply from SmileDirectClub
Happy to hear this, Sanjay! We appreciate that you took the time to share some kind words.
Jun. 23rd, 2021
Peter Keating Scarsdale, NY
Supposed to finish treatment in May, on my lower I had one front tooth that stopped moving, I put in for a touch up May 5th, I still have yet to recieve my touch up kit. I was supposed to be done with treatment May 28, I’m getting married July 4 and I amEXTREMELY UNHAPPY and UN SATISFIED with this company. I’ve had to waste countless hours via the customer service chat to try and get the new aligners sent… 2 months and still nothing, each time I talk to a rep it’s starting from scratch like they had no clue I’ve contacted customer service 10 times in past month and still NOTHING… I’m sure no one will see this but I am so disappointed with the service. I made the mistake of referring a friend who used my code and yet you guys have no record of my referral and no compensation to me for the referral… My smile is a disaster right now and I’ve come to grips that the $2000 I spent to have a nice smile for my wedding is WASTED! I will be looking for a refund and will follow the proper channels…. I’m sure I won’t get a refund or my my aligners but I’m sure I’ll still be getting my daily emails and texts about purchasing more useless products for a smile that has been ruined… feel free to contact me as I’d love to finally hear something from a rep who cares about customer satisfaction….
Peter Keating
4 years ago
Reply from SmileDirectClub
Hi Peter, We are very sorry for all the inconvenience. Please contact us via email at reviews@smiledirectclub.com and we will do everything we can to assist you.
Jun. 23rd, 2021
Ryan Alexander Birmingham, AL
Waaaay too many emails. Techs were very nice. 45 min wait but that’s just because they were busy. Once I was seen it was quick and painless. But way too many emails. Like 5-6 a day.
4 years ago
Reply from SmileDirectClub
Hi Ryan, We are very sorry for all the inconvenience. Please contact us via email at reviews@smiledirectclub.com and we will do everything we can to assist you.
Jun. 23rd, 2021
John Dillard Round Rock, TX
They were primarily interested in getting me to commit by giving them approval to charge my credit card for advance ordering of the aligners. They promised that I would get an email within 72 hours from a dentist or orthodontist about whether I had been approved for treatment and including photos of what my finished smile would look like. However, nine days later I have still not heard from them as to whether I have been approved or not for treatment, only an email saying they are working on it. It has given me the perception that they are primarily interested in getting my money rather than meeting my needs for straightening my teeth, and also that communication with the professionals during treatment would be difficult or impossible and not at all what had been indicated. Very disappointed in this company.
4 years ago
Reply from SmileDirectClub
Hi John, thank you for rating us. We are so sorry for the misunderstanding with the time frame, we want to check on your case and provide more accurate details, please send us an email to reviews@smiledirectclub.com.
Jun. 22nd, 2021
James Patterson Dorchester, MA
This is the best decision that I ever made. The service is beautiful, fast, and very informative. I totally recommend everyone should visit Smile direct club.
4 years ago Edited September 14, 2021
Reply from SmileDirectClub
Happy to hear this, James! We appreciate that you took the time to share some kind words.
Jun. 14th, 2021
Mistye Winston Memphis, TN
Easier and less expensive than my Invisalign braces! I like being able to contact SmileDirectClub directly instead of having to go through the dentist.
4 years ago
Reply from SmileDirectClub
We love providing a convenient option for our customers. Thanks for taking the time to leave us a review, Mistye.
Jun. 14th, 2021
imRyanLeslie Mesa, AZ
I have never come in contact with such an unorganized company in my life. Just to name a couple issues: They charged the wrong card, there are no direct answers with questions regarding return policy, instead you’re given vague answers that come off as a (take my word for it) and vary depending on who you talk to. There is no communication. The lady at the SmileDirect office where I went to get my 3D scan never told me about the portal I have to sign up for (which you need to move forward), but was more than happy to take my money.
Oh, and i’m still waiting for my revised treatment plan that takes “1-3 days”, because the original one they sent me made my teeth actually look worse than before, and had completely different shaped teeth than mine. No worries tho, that was 8 days ago! 🤦🏼♂️ What a joke!
4 years ago Edited September 14, 2021
Reply from SmileDirectClub
We are sorry to hear about your experience so far, we would like to verify what the issue could be delaying the treatment plan and most importantly continue working to get you the smile you are looking for, feel free to send us an email to reviews@smiledirectclub.com so we can make sure you get the assistance you need.
Jun. 2nd, 2021
Christie Morton, IL
Tanya was very friendly and provided excellent customer service! Facility was clean and staff was very welcoming. The process was quick and easy! Highly recommended!!!
4 years ago
Reply from SmileDirectClub
We strive 100% satisfaction and we are super happy to hear about your recommendation.
May. 28th, 2021
Janine Doyon McCall Cherry Hill, NJ
I have been hesitant to pull the trigger and book the service because I don't understand why if I'm only getting bottoms, I'm paying for both top and bottom braces. I'd like to move forward with the service but I can't justify it. The marketing is also a little aggressive and getting to be a little much!
4 years ago Edited September 14, 2021
Reply from SmileDirectClub
Hi there, thanks for the feedback, this is really important for us, and most certainly would like to clarify the situation for you. Before creating the plan our team in charge takes everything into consideration and if the desired changes are out of the parameters, the plan might be available for one arch only to prevent any unexpected movement, we hope you can understand, feel free to contact us at reviews@smiledirectclub.com for further assistance. Best Regards.
May. 28th, 2021
Daniel Hardman Houston, TX
Company is great, have great customer service. I appreciate the way they handled me as a potential customer. I think they are changing lives one smile at a time.
4 years ago Edited September 14, 2021
Reply from SmileDirectClub
Hey Daniel, we're delighted to see this!
May. 17th, 2021
Jayme Giles Seattle, WA
Q was amazing and so nice! She made the process super easy to understand and because of her I have recommended this location to everyone I know. Great work!
4 years ago Edited September 14, 2021
Reply from SmileDirectClub
Awesome! glad to hear back from you Jayme, thanks for the high star rating!
May. 16th, 2021
Travis V TX
First let me tell you that the girl asked way too many personal questions and made me feel really uncomfortable. I know its a sales tactic, I get that point but she was shocked when I started asking questions back. She was controlling the conversation to say at the end so were just going to put a card on file. I had gone to a smile direct club a year in a half or two years prior to see what smile direct was all about, and they had told me that I should replace my front two half fake teeth before I proceed because they might break so I went and did more research. This time I explained to the girl what happened last time she tried to look for my file and nothing was found. She wanted me to give my credit card and I stated I was going to get another opinion just as I did last time and she got upset as if I had to give my card. She told me you already knew what it was going to be like coming in here and everything why did you come? I said excuse me but I dont sit around and think of what smile direct club did almost two years ago and im not going to listen to a dental assistant or someone selling me a pitch and just give them my card. Once I find out if im a candidate I can then know the price and go from there. Isn't this supposed to be a consultation? Why is it pressure on the patient? Thats not right. You guys texted me and told me to go get a free 3d scan and free teeth whitening so I figured let's see how much it is and see if im a candidate but I get a rude young little brat who is pretending to be nice so she can get what she wants from me? Crazy just crazy
4 years ago Edited September 14, 2021
Reply from SmileDirectClub
Hi Travis, thanks for taking the time to share your feedback about your visit, this is really important so we can see those areas of improvement and hopefully avoid them in the near future, we would like to escalate this incident, would you be so kind to send us an email with the same review to reviews@smiledirectclub.com? We want to make sure this is properly addressed as is certainly not what we want our customers to go through. Looking forward to hearing from you soon.
May. 16th, 2021
Unhappy Camper Niles, IL
The person who scanned my teeth did not seem to care for the customer/"patient" at all. He rushed through the whole process, quickly and shortly answered questions, rushed the scan, and then handed me an iPad to tell me to pay. PLUS I was supposed to receive a free whitening kit and he gave attitude and told me "I'll give you one tube" when I asked about it at the end of the visit.
When I asked about how to submit payment online, he went to another room to talk to his manager and then came back and basically pushed me out of the office.
Wasn't super happy with this visit.
The guy who greeted me at the front office was very nice though. Much would have rather had him handle the whole process.
4 years ago Edited September 14, 2021
Reply from SmileDirectClub
We are sorry for the experience you had at the shop, this is certainly not what we want our customers to go through, we would like to report this inconvenience, please send us an email to reviews@smiledirectclub.com and we'll be more than happy to help with that.
May. 16th, 2021
Jennifer Victoria Waterford, MI
Had my exam with Ayana in the Farmington Hills office. She was amazing! Very professional and gentle, made it a very pleasant experience. Highly recommend seeing her!
4 years ago
Reply from SmileDirectClub
Hi Jennifer, we strive for 100% satisfaction, and it's always our goal to give customers an informative and exciting experience. Thank you so much.
May. 3rd, 2021
John LeCornu Coraopolis, PA
The first assessment and aligners I received didn't accomplish the job within the time frame I was told. Not only were the aligners very thin and cheap several of them cracked and key spots pinching my gums tong ue and generally leaving my mouth raw. I went to their office's locally and was set up with another plan. Unbeknownst to me I was charged not only for the first plan but also for the second plan. The second plan did not accomplish the goal either primarily because of the cheap, thin, flimsy aligners cracking in key spots. Overall, I cannot caution consumers strongly enough over these cheap aligners and they're relative ineffectiveness for only but the most minor of corrections. Then I find out after trying to resolve the issue that the company turned me over to a debt collector for not paying the second aligner program. Neither program worked! Overall, I had 18 aligners that were broken or cracked and have photos of all of them. I would not recommend these to anyone.
4 years ago
Reply from SmileDirectClub
Hi there, John. We are sorry for the inconvenience and any delay with resolutions. We will send you an email with all the details to protect your privacy. Thank you for all the patience.
Apr. 27th, 2021
JT Littleton, CO
This company is refusing to delete my card information after I cancelled my account with plenty of notice. I keep receiving emails and texts about how I am approved and how my aligners will be ready soon. I have called and cancelled this account twice and requested that they remove my HSA card. They refuse to remove it so I just cancelled the card. I paid for the impression kit and have no issue with that. I cancelled the day after due to unforseen dental work that needed to be done before having aligners. This company is shady. The customer service has no intention of helping or resolving any issues. When i am ready for aligners, I will not be returning to this company. I will find a reputable business.
4 years ago
Mz_ JazzABelle Gastonia, NC
Not as satisfying. I feel there should be some price adjustments. There shouldn’t be a set price for everyone to pay the same amount because everyone’s treatment plans are different. Some need more or less work than others. I was given a 4mo treatment plan. Which is good but the price is too high for such a short amount of time.
4 years ago Edited September 14, 2021
Reply from SmileDirectClub
I am truly sorry to hear about your experience during your treatment plan, this is certainly not the experience we want you to have. Please contact us at reviews@smiledirectclub.com to further assist you.
Apr. 12th, 2021
Kklly Philadelphia, PA
The ladies at the Smileshop on Walnut St were very informative and personable. They made sure to answer all our questions and explain each step in the process.
4 years ago
Reply from SmileDirectClub
KKlly, thank you so much for taking the time to share!
Apr. 7th, 2021
Tina Hallberg Minneapolis, MN
I had a good experience in the smile shop however it took almost a week to get my result regarding if I am a candidate. Once I got in the app and saw what my teeth would look like as the treatment progressed I was shocked to see that they showed a tooth was missing on my top teeth when I have ALL of my top teeth besides 3 of my wisdom teeth! This scan was done IN the smile shop, NOT an at-home impression kit so how in the world did they miss my tooth?? This will throw off my entire impression and this now sets me back even more as they will need to do new scans. I asked for a refund. I was all ready to take friends with me on this journey on you-tube and my social media. Although customer service helped me get a refund quickly I am Extremely disappointed.
4 years ago Edited September 14, 2021
Reply from SmileDirectClub
Hello Tina, this is Toni, one of the Customer Care Feedback Specialists here at SmileDirectClub. Thank you for taking the time to leave us this review. If customers have any questions or concerns about treatment, we are available to help with that. For further assistance, please reach out to me directly at reviews@smiledirectclub.com. Kindest Regards, Toni
Apr. 7th, 2021
Kendra Bates , CO
I can not stand this company. I have called in a few times to just get new retainers, that’s all. After sending in two impression kits, I got a call today saying my new aligners were ready to be ordered. I called in to the company again and said that I made it a point multiple times saying I do not want new aligners, just new retainers. The woman I talked to was confused and said there was nothing in the notes about new retainers just the approval for new touch up aligners. Again, this is not what I asked for. Now I have to wait an additional 5 days to put in the request for new retainers which should have been done to begin with weeks ago.
4 years ago
Reply from SmileDirectClub
Hi Kendra. I'm so sorry that it's been such a rough road. That shouldn't have happened. Please send us an email to reviews@smiledirectclub.com so we can better assist you.
Mar. 26th, 2021
Candace Powers Port Richey, FL
If you did not continue to remind me to send it in, I would never of actually done it. Thank you for never letting me forget to send in the impression kit.
4 years ago
Reply from SmileDirectClub
Candace, thank you so much for sharing.
Mar. 15th, 2021
CAG AG Van Nuys, CA
The staff at the Hawthorne location overall was great. They were friendly and helpful they got me in early when I arrived early because I came from a long distance. But the outcome and results of the scan were highly disappointing. I was kind of thinking thank God there was a little incentive with a whitener kit and a $25 gift card for my gas and time because it was a waste. I explain to the technician I wasn't going to answer a bunch of questions about my results from Invisalign and I wasn't going to commit to a pay option because I had gone an Inviselign evaluation as well and wanted to see how the results differed before I chose smile direct in case it was vastly different. Obviously the price point difference is in the thousands I would have preferred to enjoy smile directs opportunity But the end results did not lead me down that path. Even more so the results were so horrible. I could never recommend smile direct. What people don't understand is, ( and not even I did prior to this,) scans will still deliver different results. Because of human interaction and evaluation. If I were to not know the possibilities of complete and perfect smile results I might have settled for smile direct thinking that was the best I could get. But I now know differently smile direct was willing to leave teeth rotated in the wrong direction and gaps which essentially means my teeth would very probably move again recreating the problems I have today. The other company even with trays goes much further to create perfection and health to your smile and keep it that way after.. Nothing is "free". Costs and loss is already built into the average of the price point as a marketing tool that are incentives to get you in. Don't be fooled! There is a very high profit margin. I am 59 I had braces for 6 years when I was 24. The fact alone that I have to reinvest for corrections now was alarming so this time I want to make sure everything is in place properly and I utilise my retainers forever so I do not have to venture down this journey again. That being said smile direct reminds me of one Factor it's all about the dollar not about the patient.
4 years ago Edited September 14, 2021
Reply from SmileDirectClub
Hi. I'm so sorry that it's been such a rough road. That shouldn't have happened. Please send us an email to reviews@smiledirectclub.com so we can better assist you.
Mar. 11th, 2021
Stephanie Rasco Burleson, TX
Great experience going to the Smile Direct in Arlington, TX. Everyone was super nice and informative. Scans were quick and easy. Comfortable atmosphere.
4 years ago
Reply from SmileDirectClub
Hi there Stephanie! It is always a pleasure to assist you. Thank you so much for all the love and support
Mar. 8th, 2021
Adal madera Statham, GA
My experience has been bad, I have gotten calls since the day I was supposed to finish my first treatment, but once my treatment was over I called and asked for additional aligners because my teeth were not straight. They said they would send me a new kit for impressions. I send it back a day after I received them. I been told thru emails of the progress of my new aligners, but I still get calls asking me for the 99 dollar retainers. That I need to order them. To me it seems like there is no communication between one department and the other within the company or why do I keep getting calls if I have not finished the treatment. Also why does it take so long to make the aligners? It's been almost a month and a half.
4 years ago
Reply from SmileDirectClub
Hi Adal. I'm so sorry that it's been such a rough road. That shouldn't have happened. Please send us an email to reviews@smiledirectclub.com so we can better assist you.
Mar. 5th, 2021
Cedric Storay El Paso, TX
Would of been 5/5 but I didn't find out until I already submitted payment that I was approved for my upper arch and not my lower. If I was quoted for a set price for both, why do I have to pay same price for 1?
4 years ago
Reply from SmileDirectClub
Hi Cedric. I'm so sorry that it's been such a rough road. That shouldn't have happened. Please send us an email to reviews@smiledirectclub.com so we can better assist you.
Mar. 3rd, 2021
Keith A. Denver, CO
Everything has happened as it was explained to me. They answer every question and never leave me wondering what’s happening. I highly recommend SmileDirectClub!
4 years ago
Reply from SmileDirectClub
Keith, we love seeing this!
Mar. 3rd, 2021
Travinsky Seay Hahira, GA
Smile Direct Club is horrible! They charged my credit card for the full amount $1950 knowing that their services could not be fulfilled. My son had an appointment at the Atlanta location Jan 21st 2021, 2 weeks later after hearing nothing back I called to see what was going on. I was told that his photos were taken incorrectly and we needed to schedule another appointment. I told them then that I would waste my gas coming back up there due to their mistake. On February 3rd my card was charged $1950, I called in inquiring why and requested a refund on Feb 10; which I was told would take 2–10 days. On February 25th, still refund so I called back only to get I am sorry it will take another 2-10 days. I notified them that at this point I would be charged interest on the purchase that should’ve never even occurred and I was told sorry it’s out of our hands. I request a supervisor and even was rude and unable to resolve the issue other than request the refund again. I asked for proof that it had officially requested and he got offended that I wasn’t willing to accept word of mouth again as I did on February 10th. This is very unprofessional and incompetent.
4 years ago
Reply from SmileDirectClub
We're concerned to hear about this experience, Travinsky, and we sincerely apologize for the frustrations and inconvenience. It is very important to us that we complete everything properly the first time around and address any concerns right away to ensure a smooth experience. We are very sorry this experience did not meet those standards. Please send us an email at reviews@smiledirectclub.com so we may further assist. Kindest Regards, Toni
Feb. 25th, 2021
jennifer giragos Los Angeles, CA
Didn’t like that the scans weren’t done by an orthodontist. They rushed me in and out so fast I didn’t even have time to think. The aligners are not at all clear and they aren’t cut to fit the gum line and look very obvious and uncomfortable. So I cancelled my order the day after I placed it and received an email confirmation but was still charged the full $1950 that I now have to wait 7-10 days to see back. This was a terrible experience and I won’t be recommending it to anyone.
4 years ago
Reply from SmileDirectClub
I am truly sorry to hear about your experience during your treatment plan, this is certainly not the experience we want you to have. Please contact us at reviews@smiledirectclub.com to further assist you.
Feb. 25th, 2021
Not impressed ,
The atmosphere of your NYC 5th Ave location is horrific. There is radio music blaring, I was not even acknowledged for 2min when I first walked in (and there were literally 4 employees doing absolutely nothing but chatting with each other), my scanner was wearing both a mask and a face shield (which is great) - but with blaring music over head (which feels more like a coffee shop or slimy cell phone store, NOT a place I want to drop 2k on dental care) - I could not make out a single thing she said. Trying to make out her muffled voice underneath her mask and face shield while this horrible radio music was blasting made me think that the Smile Club is a slimy dental pyramid scheme that doesn’t care about anything but grabbing my 2k. It’s not a professional environment, the environment invoked zero sense of trust in your business, operations, staffing and therefore product. I would rather pay double for Invisalign than throw money at what feels like a joke of a business.
I also have to say, showing me the “box I’ll be getting before the scan has taken place and there has been any conversation about anything felt like a serious “putting the cart before the horse”.
If I owned this business I would completely revamp my in person locations experience, including the exact process of customer focused staff, an environment that matches the price point and medical nature of your product, and your sales process.
4 years ago
Reply from SmileDirectClub
I am truly sorry to hear about your experience during your treatment plan, this is certainly not the experience we want you to have. Your review means a lot to us, please contact us at reviews@smiledirectclub.com to further assist you.
Feb. 25th, 2021
Gee C. ,
My experience has been great so far! Shakera was my smile guide! She was very knowledgeable and made me feel welcomed. I cannot wait to start my journey.
4 years ago
Reply from SmileDirectClub
Gee, thank you so much for your high rating!
Feb. 19th, 2021
Petra sanchez Buffalo, NY
It was excellent. The way we was treated at the front and inside office was wonderful.. she had a smile on her at all times and very friendly environment...
4 years ago
Reply from SmileDirectClub
This make us smile, thanks for sharing your experience Petra!
Feb. 18th, 2021
Justin Pumilia , NJ
Went into a store got my scan and the tech told me I was one of the best cases that he had seen and that my journey would be short and easy. About a month later I got a phone call asking if I was okay with them sending my aligners. Luckily I had seen their email already and it only showed my top teeth. When I asked why it was only the one, they responded with my teeth we too drastic to fix, so I told them I am not interested in fixing my already straight top teeth. Went to a different company for a second opinion. Long story short I am 2 months into my Candidly better treatment plan....
4 years ago
Reply from SmileDirectClub
Hi there, Justin. I'm so sorry that it's been such a rough road. That shouldn't have happened. We just sent you an email from our reviews@smiledirectclub.com inbox for a better communication
Feb. 12th, 2021
Raymundo Ripoll Miami, FL
I decided to get rid of my gap. So I took a step by joining the smile direct club to do it . It was a bit painful the first few months. and the first aligner felt like it would not fit. But I wore all the aligners they sent on the box. followed everything they said don't smoke cigarettes, don't drink anything hot, and don't eat with them on. ( I couldn't cause the pain in my teeth, I actually lost weight) then the gap closed. I looked amazing. After all that pain I was finally done. Could not be more wrong. then we get the the retainers where you should only wear at night (the problem was that when i would wake up i had the gap again) so i decided to wear it throughout the day my mouth was always in pain if i took them off longer than 3 hours to put them back in i had to build up courage. For the next year I wore two different sets of aligners, the first one cracked and they replaced it for me free. The second one cracked also so i decided to call in and ask for advice on what i should do about my gap and is it normal to have to wear the retainers all day? They advised me that the only way to fix that is after you do the aligners to go to a dentist for advice on how to get rid of that gap and that aligners are only made to temporarily shift your teeth to where they told you it would shift but you need to do procedures to complete the process. My advice to you is to go through your dentist so they can do both the aligners and procedures that need to be done to give you the smile you really want. The aligners might cost an extra $500 compared to theirs but it's worth it because they will monitor your progress. And I'm sure they will provide financing if needed. but if you are looking to save money this is not the way to go, with the 2k i spenk there for nothing now i have to spend more money for other procedures that i didn't think i would need. my advice is go to your dentist before making a 2k decision to see if it's for you. a box cannot advise you on something that important.
5 years ago
Reply from SmileDirectClub
Hello Raymundo, thank you for leaving this review and feedback. We want to make sure we address any concerns and questions that customers have during treatment. Our goal is to help our customers achieve the results they desire and we will do everything within our protocol to help them do so. Please reach out to me with an email at reviews@smiledirectclub.com. Kindest Regards, Toni
Dec. 7th, 2020
anne Hilton, NY
I was offered deal of $1895 for aligners with $200 off coupon at 74.55 per month. They sent a contract for over $2200. I said no that was not the offer. They were rude and said oh well we will cancel then. So, instead, they charged me a second time. So now they have $500 of mine, with no refund in sight. I call and go on their chat every day, each time they said, Oh ill process that today...this has happened 5X. Still no refund. I do not want anymore to do with this company. It seems as though they are careless with other peoples money and do not provide customer assurance. Fraudulant charges made to my bank.
5 years ago
Reply from SmileDirectClub
Hello Anne, this is disappointing to see. One should not have to experience delays during their smile journey. For further assistance, please give us a call at 800-689-0053. Best, Valerie
Jun. 30th, 2020
Brian Heff Dallas, TX
I tried the smiledirectclub system. They did work but now I have one cracked tooth and a crown that popped off. The dentist said it was direct result of improper pressure added to my teeth. Now I get to spend $5000 having them removed and implants placed. Bad part is I'm stuck paying the rest of the treatment to Smiledirectclub, have crooked teeth and now 2 implants.
5 years ago
Reply from SmileDirectClub
Hello Brian, this is very concerning to see. If a club member has any issues during their smile journey that is dental related, one can give us a call to be transferred to speak with our Dental Team immediately. For further assistance, please give us a call at 800-689-0053. Best, Valerie
Jun. 29th, 2020
Maria Muresan Youngstown, OH
What a scam. Buyer BEWARE!! I ordered the impressions kit from my daughter after them saying with our dental insurance once it was paid for I could apply for reimbursement. When I sent the impressions back I authorized my Care Credit Card for the full amount so I could then submit to my insurance. Well low and behold after they cleaned out my bank account (the card I used to order the impression kit) I called them and now have to wait 10 days for a refund, and they would not remove my bank card. They told me my care credit was "declined" so they took upon themselves to charge my bank card, which was not authorized, instead of contacting me to clear it up or get another form of payment. Care Credit said my account was fine there should be NO reason it was supposedly declined, and that Smile Direct was not even on their list of companies that use Care Credit! I would avoid this place at ALL costs they lie!! And just a little side note the one thing we asked them to straighten, they didn't on the smile plan, so I guess it's good we didn't go through with it all the way, that would have been an even bigger disappointment.
5 years ago
Reply from SmileDirectClub
Hello Maria, this is very concerning to hear as no one should feel that we are a scam and liars. One should be very excited to get started with us and confident in the process. For assistance, please give us a call at 800-689-0053. Best, Valerie
Jun. 25th, 2020
EvieLiviStefan Olah ,
We did not have a good experience. We live in Atlanta. Our local Smile Direct is closed until further notice due to covid. She had a very slight over lap of her two front teeth. The aligners moved her teeth, but not in a straight direction, so now the two front teeth are angled and separated but not straight and aligned.
We need a new round of retainers because the first round did not correct any issues. We can not reach the local office and they are not picking up on the 800#. I finally called in using the prompts for new patient and they picked up right away. The only way they will send new retainers is if I pay more money. We havent even finished the 18 months originally contracted and they want more money. So- $85 a month for the last 20 months and we are not any where near aligned. Plus, we would have to do the photos and impressions ourselves cause the Atlanta office is closed. I want my money back but that is never going to happen because of how their contract is written. A total waste of time and money.
5 years ago
Reply from SmileDirectClub
Hello, we are concerned to hear this as we want everyone to love their new smile. Please reach out to reviews@smiledirectclub.com for further assistance. Best, Valerie
Jun. 23rd, 2020
Steve Long Beach, CA
Pros: You will get straight teeth... eventually.
Cons: Low quality aligned that cut into your tongue, cut into your gums, that fall apart quickly. Horrible, repeat, horrible and non existent customer service.
At the end of my 5.5-6 month “Smile Journey” I had significant gaps in my teeth. After contacting SDC through multiple platforms I finally got a helpful person. It took TWO MONTHS to get new aligned. Overall it will take me nearly one year to get straight teeth.
Horrible company, absolutely horrible. They cannot even make their aligned a millimeter thicker so it’s doesn’t cut into my mouth. In hindsight, I would have gone with a more expensive, more customer centric, more comfortable option than this bargain bin approach.
5 years ago
Reply from SmileDirectClub
Thanks so much for leaving us a review, Steve. We are very concerned to hear this and want to get this issue resolved for you. Please reach out to us at 800-848-7566 for further assistance.
Jun. 15th, 2020
chademtra carter Dallas, TX
I called customer service and the employee Franco A. was completely disrespectful, incompetent, and hung up in my face. I started to record the call because I literally asked him FIVE questions and he DID NOT know the answer to a single question... understand that this is far from exaggerated, because you all record the calls and I recorded the call too if you would like for me to send it over. He refused to transfer me to another agent or supervisor that could assist me, and went on to tell me that I’m unprofessional. I am requesting that his supervisor contact me immediately because the lack of customer service was astronomical.
5 years ago
Reply from SmileDirectClub
Thank you so much for the feedback, Chademtra. We always want to provide the best support possible, so we are disappointed to see this and are happy to help with any questions or concerns. Please give us a call at (800)-848-7566 so we can assist. Best, Madison
Jun. 2nd, 2020
Dawn Scott-Barill Gibsonia, PA
I scheduled an in office appointment for the scan. The first thing I was asked was “what brings you in today?” I told her my whole life I had a tooth that was sideways and it always bothered me. I wanted straight teeth. I asked questions throughout the appointment, one being what happens if after 6 months my teeth weren’t straight and was advised the orthodontist would re-evaluate me. So when I got the video of how my teeth would move in the 6 months I wasn’t worried that my teeth wouldn’t be straight. At 6 months I called, they had me go for another scan and then I got the message from the orthodontist that it was all they could do. No more room and they don’t move the back teeth only front 8 which I was told at the second meeting, not the 1st meeting. So total waste of my money. So my warning, what you see in the video you get, is probably as good as it gets and if you don’t like it, cancel quick!!!
5 years ago
Reply from SmileDirectClub
Thank you for taking the time to leave us a review, Dawn. All customers are provided with the benefits, risks, and limitations of clear aligner therapy prior to purchasing aligners. They also receive their SmilePlan which shows the projected movement and results of treatment. We're concerned to hear this and are happy to help answer any questions or concerns you have. You can reach out to us at (800)-848-7566 if you need assistance. Best, Madison
May. 6th, 2020
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!
5 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.
5 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.
5 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.
5 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.
5 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
