Name: SmileDirectClub
Rating: 4.2

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Verified Customer

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Sarah Mayes Grapevine, TX

When I saw the 3D image of what my teeth were supposed to look like after treatment, I was not satisfied. I reached out to customer service to inquire about this, to which they said they understood and I can opt out of the treatment if I'd like. A few days later I called to opt out of the treatment and they said that was okay, however, they already shipped the box. I was informed that I will reimbursed once I shipped the box back since it was not my fault that they shipped it even though I expressed concern about the product. I shipped the box but then was told by someone else that I could not get the reimbursement because it isn't within their policy. I informed the employee that I was told by another employee that I would be able to get a reimbursement, however, I was still denied. The communication continued to be inconsistent. I got my deposit back, however, the company didnt do anything else for me even though they made this entire situation inconvenient for me. After I expressed my frustration, they still did not do anything to better support me even though they had given me contradicting information. I would not recommend this product.

3 years ago

Reply from SmileDirectClub

Hello Sarah, thank you for taking the time to leave us this feedback. We are sorry to hear about your experience thus far. We strive for 100% satisfaction, and it's always our goal to give customers an informative and exciting experience. We are sorry to hear that this was not the case in your situation. I would love to further assist you with these concerns. Please feel free to reach out to me directly at reviews@smiledirectclub.com. Best, Fiona

Jan. 20th, 2021

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D'ndre Webb Oxford, MS

I'm honestly Impressed with a number of things. The process for one has been amazing. I love that it is also so fairly simple but I'm seeing changes already just now in my third aligners.

3 years ago

Reply from SmileDirectClub

Hello D'ndre! We're thrilled to see this.

Jan. 20th, 2021

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Dhruv Gupta Fulshear, TX

Customer service is very good and very helpful. No hassles and they are very quick to follow up. Also appreciate short wait times before I get assistance. Please don't change! Keep it up!

3 years ago

Reply from SmileDirectClub

Hello Dhruv, we're so glad that we were able to go above and beyond your expectations!

Jan. 20th, 2021

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Fardowsa Abdullahi Ann Arbor, MI

I tried smile direct for a few weeks and I eventually ended up sending the product back. I was afraid for my teeth after I had some issues with the aligners scraping and cutting my gums. I tried to get customer service to connect me with one of their dentist but no such luck. Eventually I turned to my awn dentist and he told the risk I gave with continues use of the product. The most important one being the lost of length in the root of my tooth, which would eventually lead to my teeth aging earlier then normal and even at risk of falling out. Because when the teeth shift it should only move a very very small percentage at a time to avoild damage but with smile direct the is no x-ray or checking you teeth quality so there is no way to know if there is damage being done underneath you teeth. when Also if you do consider getting this Product first you should talk to your own dentist which the person I spoke with at smile direct neglected to tell me that before getting me to invest in their product. According to my dentist in order to get aligners or braces one should have no teeth like cavities among other things and the need for a dentist involvement in these case is very important because anything can accrue and adjustment may be need For the aligners without consulting a dentist it's hard to know the underlining issues. The only reason I gave a 2 rating is because if you need minimal help it might work I'm not sure but you you have large gaps or teeth crossing over i don't think it would be good for. But either way TALK TO A DENTIST BEFORE YOU INVEST IN THEM.

3 years ago

Reply from SmileDirectClub

Hello Fardowsa, thank you for taking the time to leave us this review. We are sorry to hear that the Clear Aligners did not work for you. We recommend that all of our customer continue to see their dentist regulary during the process of the aligners. We also have a Dental Team available for questions or concerns. Should you need assist in the future or have any questions, please feel free to reach out to me directly at reviews@smiledirectclub.com. Best, Fiona

Jan. 20th, 2021

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PATRICIA WILSON-CHHATTANI Valley Stream, NY

I do not have to visit a Dentist every month as in wearing braces. I like the process in making the Invisalign, shipped to you after carefully creating the mold, which I found very comfortable to fit and wear.

3 years ago

Reply from SmileDirectClub

Hello Patricia, it's always our goal to provide helpful and effective service to all our customers.

Jan. 20th, 2021

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Kathleen Horseheads, NY

I went with Smile Direct Club because of their price and convenience. It was very easy to get questions answered during the whole process. The process was easy and I really like the results. Everything came to my house as expected.

3 years ago

Reply from SmileDirectClub

Kathleen, thank you so much for sharing.

Jan. 19th, 2021

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Priscilla Jimenez

Very easy to start and keep track of, everything sent in one box so there is no waiting on each retainer, as long as you keep track of how long you wear each and when you switch

3 years ago Edited September 14, 2021

Reply from SmileDirectClub

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

Jan. 15th, 2021

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Amy Portland, OR

Amazing customer service from day 1. Everything has been thought through so there's no need for me to ask any questions. If I do, I know I will be met with patience and understanding- that's a huge deal.

3 years ago

Reply from SmileDirectClub

Amy, we really appreciate your feedback!

Jan. 13th, 2021

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Miguel Rodriguez Tinley Park, IL

I had a bad experience with communication. I had a great experience getting my teeth imaging at a location and I was about to go through with the purchase. Couple days after I got a text saying I qualified for a $300 discount, I thought it was weird but I called for info on that. Turns out I only qualified to get my bottom teeth aligned. It bothered me that you'd call that a discount instead of immediately reaching out to me about what actually happened. Don't sugar coat it calling it a discount and then let a single aligner-thing arrive to my house. I told the person on the phone I wanted to think about it, as I really wanted my whole smile fixed and I wasn't sure why it couldnt be fixed. I also wanted to think about how i'd look with just one side done. He said i could call back and speak to a dr about it before making any payments or a set final decision. That was great so far, but then right after that, someone went and put the payment through before i had talked to someone. And between the payment going through and the so called “discount” I later had to find out was just a way of telling me “we're only doing half”. I just cancelled everything. and that sucks because I really wanted this, but im not going to work with a company that does these things. is shady and deceiving

3 years ago

Reply from SmileDirectClub

We're very disappointed to hear about this experience, Miguel. We want to make sure we address any concerns and questions that customers have about treatment. If you are in need of further assistance, please reach out to me with an email at reviews@smiledirectclub.com. Kindest Regards, Toni

Jan. 19th, 2021

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Karoline Amanda Stanton

Smile Direct has been super helpful answering all my questions. They are super affordable, and I haven't met one person who I felt I was bothering when I needed something. Thanks guys!

4 years ago

Reply from SmileDirectClub

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

Oct. 27th, 2020

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Emily

I give them a 4/5 stars because they are working pretty good as far as I can tell. I docked them one star because they could not produce aligners for my sister which is annoying; they have extreme cases posted on their website, if they can't provide for them don't pretend you will.

4 years ago

Reply from SmileDirectClub

Thank you so much for sharing, Emily! 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.

Oct. 26th, 2020

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Joyce Ray

The process was incredibly easy; the company did everything they said and beat the timelines that were given; their communication is excellent and their product is affordable.

4 years ago

Reply from SmileDirectClub

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

Oct. 26th, 2020

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Becky

My daughter only needed about three months worth of aligners but the cost is the same as it would be if she had two years worth. They have definitely made my daughter's teeth straighter and she is very happy with the results.

4 years ago

Reply from SmileDirectClub

Thank you so much for sharing, Becky!

Oct. 27th, 2020

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Pamela Henderson

Is was easier than I was expecting. The also contact you to remind you when its time to change aligners. Just a real easy process and they price was better than I could have imagined.

4 years ago

Reply from SmileDirectClub

Pamela, we're delighted to read your review!

Oct. 20th, 2020

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La Morrison

The employees seem to be very enthusiastic about what they are offering, great personality, customer service, clean environment. Mask and shields are worn for their and clients protection.

4 years ago

Reply from SmileDirectClub

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

Oct. 20th, 2020

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Amanda DeCicco

It was easy to do. No appointment needed. It was all done from home and then sent to me at my house. Also I love that it is a short period of time I have to wear the aligners for.

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, Amanda.

Oct. 20th, 2020

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Wanda Yvette Parker

They seem to have grown and upgraded their products however the reason it isnâ€™t a 5-star is because they fit like retainers compared to Invisalign which has a more custom fit. Perhaps this will change as they continue to grow. Theyâ€™ve done a great job with definite results/

4 years ago

Reply from SmileDirectClub

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

Sep. 23rd, 2020

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Cynthia Mock Altamonte Springs, FL

I would give them a 5 for the results of the aligners, but getting customer service to respond is a nightmare. Thus, 3 stars. I had to extend the wearing of the aligners because some of my teeth just didn't want to go straight. My bottom two front teeth are still not aligned properly, but I just don't want to do battle with the company to get more aligners.

4 years ago

Reply from SmileDirectClub

Hi Cynthia, we are happy to hear your feedback about our aligners! We are concerned to hear about our customer care team as we strive to provide a helpful and informative experience. If we can be of further assistance, please reach out at reviews@smiledirectclub.com and we can ensure a quick and helpful resolution. Best, Jeff.

Sep. 14th, 2020

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Vincent Lopez Glen Burnie, MD

Completed the treatment with great results, however... I received my retainers and lost about a months worth of progress. Having to wait another 2-4 weeks for my new aligners/retainers, would possibly put me at close to a year until fully treated again. When it was only a 7 month expectancy.

4 years ago

Reply from SmileDirectClub

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

Sep. 14th, 2020

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Crystalyn Thonotosassa, FL

Amazing products and aligners. However I had an issue where twice they sent me the wrong aligners. One time they sent me two bottoms, the other they sent me two top. They were very helpful with making sure I got to continue without trouble.

4 years ago

Reply from SmileDirectClub

We truly appreciate the review, Crystalyn!

Sep. 9th, 2020

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Katie Lolo, MT

They were very helpful and affordable in getting my teeth straightened on a budget. Only reason the full five stars wasn't given is because their customer service is so-so and their insurance coverage isn't as expansive as I would have hoped.

4 years ago

Reply from SmileDirectClub

Hello Katie, thank you; we appreciate your feedback!

Sep. 14th, 2020

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Ellie A Scottsdale, AZ

Absolutely amazing service from start to finish! I am so grateful that you saved me so much money and time and just gave me a great smile in 4 months with no hassle. So cool!!

4 years ago

Reply from SmileDirectClub

Ellie, we really appreciate your positive review!

Sep. 9th, 2020

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Martha Taylorsville, KY

I am thrilled with the way Smile Direct took my extremely crooked teeth( especially lower) and straightened them completely! And whitened them too! So proud of my new smile...

4 years ago

Reply from SmileDirectClub

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

Aug. 25th, 2020

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sihwa Northridge, CA

The whole process was easy and simple for me, I personally didnt have any problems from ordering, molding, shipping back, etc. Customer service was fast with any inquiries as well.

4 years ago

Reply from SmileDirectClub

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

Aug. 25th, 2020

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Wilbur Belton Clinton, MD

The entire process changed my looks. My mouth had a lot of tabs but the 7th month program bought my teeth together. I realized if you follow the plan the result are obtainable.

4 years ago

Reply from SmileDirectClub

We're so happy to read this!

Aug. 3rd, 2020

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Vernon J Nesbit Mount Pleasant, SC

I liked the timely reminders of when to change retainers and the simplicity of the program. However after a while I saw the teeth that were being corrected caused another to shift in a cocked or croaked manner and there was no one to directly address this problem with, I sent emails but nobody called me and there was no office to visit!

4 years ago

Reply from SmileDirectClub

Hello Vernon, thank you for taking the time to leave us this feedback. I am sorry to hear that you are not 100% satisfied with your smile. We absolutely want to give you the smile that you deserve. I would like to assist further, please reach out to me directly at reviews@smiledirectclub.com. Best, Fiona

Aug. 4th, 2020

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Rachael

The while process was simple to do. The smile box was deliver very quickly and self explanatory when I open it. I got reminders to change it. After the first month I saw noticeable changes and love my new smile!

4 years ago

Reply from SmileDirectClub

Thank you for making us smile, Rachael!

Aug. 3rd, 2020

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Nayeli Davila San Diego, CA

From the beginning SmileDirect club was very open and inviting. The only issue I had was there was a mix up with my retainers and that process but over all amazing! I love love love!

4 years ago

Reply from SmileDirectClub

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

Aug. 3rd, 2020

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Matt Starner Newark, OH

The first round didn't do the job so I am not "5*" happy. The reason I am 4* happy is that they gave me 8 more weeks of aligners to get it right. I am 2 weeks into the the "extra treatment" so I can not give them 5* until the treatment is completed.

4 years ago

Reply from SmileDirectClub

Thank you so much for leaving us a review, Matt! We're here for you if you need it.

Aug. 3rd, 2020

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Magean LeCompte Thibodaux, LA

Satisfied with my results. Just a few minor things I would have liked to see. I still have a small fall gap between my front two teeth at the top & small gaps between the next teeth over from my front teeth. My bottom teeth were the biggest transformation & look amazing.

4 years ago

Reply from SmileDirectClub

Hello Magean, thank you for taking the time to leave us this feedback. I am sorry to hear that you are not satisfied with your end results. Most of our customers are eligible for a re-evaluation, and we would love to assist further. Please reach out to me directly at reviews@smiledirectclub.com. Best, Fiona

Aug. 4th, 2020

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Kami Reynoldsburg, OH

They delivered on their promises! It was amazing to watch my teeth transform to what they showed me in the digital rendering. I am very pleased with my results and happy to share my smile!

4 years ago

Reply from SmileDirectClub

Now that's an honor! Thank you so much, Kami.

Aug. 3rd, 2020

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Bethany White

This was such an easy process. Having everything provided at one time with all the accessories. The quality of the aligners were great and the cost is affordable and well worth it!

4 years ago

Reply from SmileDirectClub

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

Jul. 28th, 2020

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Tiffany Buchner

It was a quick and easy process that has allowed me to love my smile in a way I never thought I could and when a small problem arose I was able to quickly contact someone and was given a solution almost immediately.

4 years ago

Reply from SmileDirectClub

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

Jul. 28th, 2020

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Hailey cruse

The process was great. It worked on my teeth but I did have lots of bleeding and since being done my mouth has been sore and I feel like my teeth arnt as straight as when I first finished. I have wore my retainers every night since ending and normally wear them for 10-14 hours

4 years ago

Reply from SmileDirectClub

Hailey, thank you taking the time to leave us this feedback and rating. We are sorry to hear that your aligners caused you some discomfort during your Smile Plan. We certainly hope that your retainers are a better fit. I would like to learn more about your experience and assist further if needed. Please reach out to me directly at reviews@smiledirectclub.com. Best, Fiona

Jul. 28th, 2020

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Larry M.

My daughter's experience was very good. The alligners did an excellent job on her teeth. I would have given 5 stars but there is not much interaction with smile direct after alligners are shipped. I only was asked one time to photograph her progress.

4 years ago

Reply from SmileDirectClub

Larry, we strive for 100% satisfaction, and it's always our goal to give customers an informative and exciting experience. If you would like further assistance, please feel free to contact us at anytime at 800-848-7566.

Jul. 28th, 2020

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Katy Sposato

They are efficient and effective! I started my journey with SmileDirect at the beginning of quarantine and Iâ€šÃ„Ã´m beyond happy to be done with no interruptions and am confident with my new smile!

4 years ago

Reply from SmileDirectClub

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

Jul. 22nd, 2020

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Rachel Rainville

The last few liners cracked up on me. I developed canker sores Inside my cheeks. It was painful at times. Other times when I would take them off in the morning my teeth were very sensitive to brush. Overall Iâ€šÃ„Ã´m happy because the little gap between my front teeth closed. That was my original goal.

4 years ago

Reply from SmileDirectClub

Rachel, thank you for taking the time to leave us this review. We are happy to hear that achieved your smile goal. However, we are sorry to hear that the aligner caused you discomfort during your Smile Plan. We would love to learn more about your experience. In order for us to best assist, please reach out to me directly at reviews@smiledirectclub.com. Best, Fiona

Jul. 22nd, 2020

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Jeff Huber

When I joined, I was a bit skeptical of whether or not you could straighten my teeth as promised. You delivered and itâ€šÃ„Ã´s given me a new smile and confidence that I didnâ€šÃ„Ã´t have before.

4 years ago

Reply from SmileDirectClub

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

Jul. 22nd, 2020

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Katie Mayer

I would have given them a 5 but Iâ€šÃ„Ã´m still waiting on my retainers and itâ€šÃ„Ã´s been forever. I ordered them way back as soon as you could order them too. So thereâ€šÃ„Ã´s no excuse for them not being here. Otherwise itâ€šÃ„Ã´s been great!

4 years ago

Reply from SmileDirectClub

Hello Katie, thank you for your feedback. We truly appreciate the 4 star rating. However, we are concerned to hear about your experience with your retainer shipment. In order for us to further assist, please reach out directly at reviews@smiledirectclub.com. Best, Fiona

Jul. 21st, 2020

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Malisa Creamer

It was easy, shipped straight to me. I didn't have to change my busy schedule to go to appointments. There were only a couple of hick-ups. I never did get my rebate for my 1st impressions. I still have a small gap at my 2 front teeth. They offered to do impressions again, for a rebate. Didnt get the 1st 1, so I was reluctant to do it again.

4 years ago

Reply from SmileDirectClub

Malisa, thank you so much for leaving us this feedback. We are sorry to hear that you did not achieve your smile goal. We strive to make sure that very customer is satisfied with their smile at the end of their Smile Plan. We would love to learn more about your experience, and further assist. Please reach out to us directly at reviews@smiledirectclub.com. Best, Fiona

Jul. 22nd, 2020

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Danny Laforett

I'm coming to the end of my program and my teeth look great. Next week I'm going use the free whitener I was given and I'll be even more amazed at the outcome of a program that was so simple.

4 years ago

Reply from SmileDirectClub

Danny, thank you for taking the time to leave a review and putting a smile on our face!

Jul. 22nd, 2020

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Desha

I had a lot of success with my aligners, but the last few didn't seem to fit right. My gap in my front teeth closed, but starts to separate once I leave my aligners off for a few hours. And my bottom teeth aren't totally straight either.

4 years ago

Reply from SmileDirectClub

Desha, thank you so much for sharing. I am sorry to hear that you experienced some discomfort with the aligners and were not able to achieve your smile goal. We absolutely want to make sure that leave our customers with a smile they deserve. In order to better assist you, please reach out to me directly at reviews@smiledirectclub.com. Best, Fiona

Jul. 22nd, 2020

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Rachel

SmileDirectClub was super easy, quick, and affordable! I am extremely happy with my results! The only downside I had was the excess material on the aligners that rubbed on my gums, cheeks, and tongue. I learned that using a nail file to dull the sharper edges was the best way to fix this problem.

4 years ago

Reply from SmileDirectClub

Rachel, thank you for taking the time to leave us this feedback. However, I am sorry to hear your aligners have rough edges and are causing you discomfort. If filing the aligners is not helpful, your aligner may need some additional modification to help provide a better fit. We would love to learn more about your experience. In order for us to best assist, please reach out to me directly at reviews@smiledirectclub.com. Best, Fiona

Jul. 22nd, 2020

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LydiaK

The process was simple, the directions were easy to follow, and the results are wonderful! The only reason for four stars instead of five is that customer service was hard to get a hold of because of operating hours and then they never did resolve a small issue I had with one set of aligners.

4 years ago

Reply from SmileDirectClub

Lydia, thank you for taking the time to write this review and giving us 4 stars. However, I am sorry to hear that you did not have the best encounter with our customer service. We would love to learn more about your experience to see if there is anything we can do to further assist. Please reach out to me directly at reviews@smiledirectclub.com. Best, Fiona

Jul. 22nd, 2020

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KC

I canâ€šÃ„Ã´t say enough. Amazing results in 6 short months. Got me my smile back. As an older adult my teeth shifted, this was a quick more affordable way to be more confident. Thanks smile direct!!

4 years ago

Reply from SmileDirectClub

KC, happy to hear it! We love providing a cost-effective option for our customers.

Jul. 24th, 2020

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C F

Excellent customer service and the braces fit well. When my overall plan was finished and I wasnâ€šÃ„Ã´t totally happy with the result, I called and Smile Direct approved further changes to my smile.

4 years ago

Reply from SmileDirectClub

CF, thank you for taking the time to leave us this feedback. It's always our top priority to leave our customers with the smile they deserve.

Jul. 23rd, 2020

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Shaila Widener

Overall a good experience but I donâ€šÃ„Ã´t like how now that Iâ€šÃ„Ã´m finished, the gaps in my teeth open up throughout the day. I know thatâ€šÃ„Ã´s the risk you take with aligners and retainers but my teeth looked so good towards the end of my time wearing the aligners. My gaps are closed when I wake up due to wearing the nighttime retainer but they open throughout the day. I could just wear the retainer all day but thatâ€šÃ„Ã´s not what youâ€šÃ„Ã´re supposed to do.

4 years ago

Reply from SmileDirectClub

Hello Shaila, thank you for taking the time to leave us with this feedback. We are concerned to hear about this concern . We absolutely want to get you the smile you deserve. In order for us to best assist, please reach out to me directly at reviews@smiledirectclub.com. Best, Fiona

Jul. 21st, 2020

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Brianna Mackay

Going through smiledirect was a fairly simple process! I did everything I was supposed to do and still have to wear my retainer during the day because my front teeth will gap within a few hours of not wearing my retainer. This should not happen. And for the money I am paying I am not pleased with this situation.

4 years ago

Reply from SmileDirectClub

Brianna, thank you for your feedback and rating. However, we are sorry to hear that you are having fit issues with your retainer and that your teeth are moving when not being retained. We would love to further assist and learn more about your experience. Please reach out to me directly at reviews@smiledirectclub.com. Best, Fiona

Jul. 22nd, 2020

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Kendra Zell Pacific Grove, CA

It was an easy process from start to finish. Everyone was very professional and knowledgeable. The aligners worked just as described and now my teeth are straight and look great!

4 years ago

Reply from SmileDirectClub

Kendra, we’re thrilled to hear it!

Jun. 16th, 2020

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Ashley Murariu Tucson, AZ

I started with SmileDirect worried my teeth were going to be in a bad place forever! Although! SmileDirect changed my life, so much better than Invisiline! and So much cheaper! i love Smile Direct

4 years ago

Reply from SmileDirectClub

We love providing a convenient and cost-effective product for our customers. Thank you so much, Ashley!

Jun. 16th, 2020