SmileDirectClub Reviews

Disappointed. I can’t just do the top aligned - I realize I can still just do the top - but for the same price. I love the thought of aligners but it just doesn’t make sense for me to pay the flat fee when I only want 1/2 the treatment. It makes more sense now to just go to an orthodontist & pay for the treatment I want. Sorry, it won’t work out - I was ready to pay & start treatments! Thanks for your time.

Worst customer service, very rude and ignorant people. Had to wait months and months and STILL couldn't get my impressions approved. Emails and phone call communications were horrendous. There were zero help. It took wayyyy toooo long and ended up leaving. Highly would not recommend!!!

Never ever would I recommend you to anybody. I ordered my trays in January. It's just now the end of May and you're starting to make them. I called in numerous times. Never got any call back. Your customer service is horrible.

I went to the appointment and it was quite easy. It was quite short too because I thought it was gonna take an hour but it only took about 20 minutes.

The process was fast. At this time I feel like braces would help me get the smile I want. The Virtual image I received of how my smile would look at the end of my 4 month process was not the complete look I was going for. Still appears that I’ll have a opening in the front.

The person I met was very friendly and polite. However, I was very clear my only intention was to proceed with nighttime aligners. My lifestyle doesn't afford me the chance to wear these things 22 hours a day. Was assured I was eligible for night time aligners. Give credit card info, get package 2 weeks later with clear instructions they need to be worn 22 hours a day. Trying to workout solution with their head office at moment.

I had high hopes for this, I really did. I scheduled a consult, had my 3D scan, I even got a free whitening kit! I went in for my consult and it was truly one of the most awkward and weirdest experiences I've had at any kind of doctor/dentist. Nobody really seemed like they knew what they were doing, I was walked to the back by some guy, he told me to sit down in this chair and then he proceeded to stand so incredibly close to the chair that there was almost no room for me to try to sit down. I sat down for a total of 30 seconds because all the guy did was confirm my email, then took me to another room. I have no idea who this other person was that came into the room (meaning I don't know if he was an orthodontist or not), but he was friendly. Everyone working there seemed to be trying really hard to make small talk and kept asking me what I was going to be doing for the rest of the day.

Linda B. ** RN, MSHA

They did a good job with their marketing, as far as how simple things would be, and how easy it would be to make it work. Once I signed up and said, “Hey, send me the impression kit or whatever it is to get it going,” it was really fast. So that was huge in making the decision to stick with it and keep going. They did a pretty good job from start to finish.

They were extremely nice & very detailed oriented. The office was really clean. It was hard to find the office but once I got there, it was extremely smooth. The x-rays or pictures was smooth & easy with no pain.

I have not yet ordered my aligners, but the order process, at home molding, and response time with a re-aligned smile has been lightning fast! I know the rest of the process will go just as well :) Everyone has been so great to work with, and I look forward to the next steps!

SmileDirectClub was the least expensive. I didn't trust myself to do the impression at home, so I went in. They did the 3D thing in their office. And they mailed me the stuff. I've had a couple of retouches, which every time, they would reject and make me pay more, because I get to the end of it and there's this one tooth that had this problem. So, I would send in pictures, and they would redo my plan and make it longer. This is the third time. I'm done now. I got the results I wanted. Each time, I thought there was no way they would approve it, but they did. They kept it up until I got to where I wanted to be without giving me more charges. They said, “As long as you're following your plan and doing your doctor update, that you can redo stuff until you're happy.” They stood by that. So, I've been very happy with it.

Overall the process seems easy, unfortunately I had a terrible experience. When receiving my mold kit I realize there was a problem and I tried for days to try to contact someone, email and waiting hours on hold. Never got a response. Finally after being very annoyed I texted the automated phone number, got a response and new kit. Hearing back that those were not good enough and had to pay 30$ for another kit. I said no I’m not going through that process again, then I got an email saying it would be free the new impression kit.

I was forced to pay for the full Smile direct services before I could see the actual progress. The representative told me my case was mild and my spacing will fill within 4 months. 3 days later, I look at the 3D progression of my smile once the work is complete and the spacing did not change at all. At that time, after I had already paid $2,200, they decided to tell me I was not a good candidate for smile direct club. Now they are giving me issues because I am requesting a refund.

Smile Direct is very eager to get your business and will send you a ton of emails, text messages and phone calls in the early stages. Once you've received treatment, however, this service drops off. We have been trying to resolve fit issues with my son's retainers for over a month, and are not getting the help we need. They ask you to send specific photographs that are nearly impossible to take - ie. the bottom back of your molars with 3 mm of gum showing. Try taking that photograph in a child's mouth - or anyone's mouth for that matter. This is how they plan to re-fit his retainers - through home photographs taken by us, NOT by sending a new impression kit. Think about this before you start with Smile Direct. If you have any issues at all - require any follow-up at all (which, who doesn't when they get orthodontia??) - the process will be painstaking and take so long that you'll likely need to start the braces over.

I don't like the robot system that we ask questions through the AI, through the chat. Also, the aligners are a little difficult to get on at first. And it loosens up and I get the new one. It didn't take long. My teeth are close to where I wanted them to be. Cost-wise, it's a lot cheaper than anything else. So that helps. Also, customer service is good. I had a bit of trouble getting in touch with someone when my last aligner broke. But three days later, I got my retainers in. So it all worked out in the end.

I received my aligners, and the bottom ones do not fit properly. Some places the aligner is not even flush with my teeth. It's hard to have them in all day when it gets in the way of talking. I'm surprised how come the aligners are not accurate. Maybe going the old route and getting a mold would have been more precise.

I send my kit in February 2! To get liners to start my treatment! Never get back to me! After few requests I still waiting for my liners to shipped out. If this would be the way I have to deal with each mount I refuse the treatment! Now after this many months if they like to give me service they can offer me free liner for first mount to trying. After that I will pay Monthly for each liner. Other than that I am done with this company.

Impressions were easy to take. We are still waiting for size large trays because only medium were sent. Had large ones in office, so wasn’t a problem. I met someone this weekend that used the Smile Direct Ortho system last year & was pleased with the results.

Staff was friendly however kind of pushy in the end about getting my credit card on file which I didn't appreciate. In the end I decided not to pursue Smile Direct after reading all of the negative reviews online.

My experience with Smile Direct Club was great, I walked through the door and was already being helped with in a professional way, the workers have a great personality, this one worker named Ashley helped me out & I recommend getting seen by her. She is awesome! & so sweet.

The 3d scan appointment was smooth and easy. Kathy was great. I unfortunately got my hopes up. I was called 2 days later and was told that they would not be able to do the bottom teeth. I asked why and was told that they didn't have a reason or information as to why. He then said that they could still do the top of my teeth. So I thought, well at least that can get that corrected. But he then said that they would offer me only $200 off. I said, you have to be kidding me?! $200 off of an over $2500 plan that would only correct the top teeth. They wanted to charge me basically the same price to do half the job they quoted me for. Literally less than 10% off for 50% less work done. WHAT A WASTE OF TIME AND A JOKE OF A BUSINESS PRACTICE!!!!

My name is Mary **. I am the mother to Justin ** (son). We have been waiting on his aligners for months. Every time we call is another excuse. I want my money back and I want it back now. We are going with another company. This is pathetic. I’ve been lied to. I’ve been manipulated and I have most definitely been harassed from the billing department.

The aligners have not fit properly and the live chat is a service that sends you in circles. Once my payment method was submitted, I stopped getting responses via email. This is a horrible company just trying to steal your money.

Very quick and responsive. Treated me great. Very nice people and also were very helpful. They got back to me extremely fast as far as the results on my 3D scan and sent me home with a bunch of goodies, I have recommended my friends as well to this place!

I went to Smile Direct Club Flatiron in Manhattan and was greeted amazingly, José - who did my 3D scan was very helpful and understanding about me still needing to decide on doing the treatment or not, and also took his time to explain carefully every single thing I asked him about.

I was supposed to be done this process May 5. I have worn my aligners nightly and done all my check ins. I emailed with a concern about my smile not being where I wanted it in March or April and was told I was right on track, so I spent $100 for a retainer (which is now completely unusable). After calling numerous times, I finally got through to someone who agreed to send me another impression kit to make new aligners. The e-mail says it will be another 3-5 weeks. I am annoyed that I have to start this process all over, when I should have already been done 3 weeks ago.

I am not sure if I understand the 3D display to make all the teeth straight because I found still some teeth not straight or need some more better straight aligner. Please review this and send me more better 3D display to look if all teeth straight and balance. Hope this will help me to understand my query,

I have been very happy so far. The kit got to me fast, it was easy to use, the directions we easy to follow and the response was fast. When I tried to call with a question it did take a while to get someone on the phone.

I decided to not continue with fixing my teeth. I thought the price would be cheaper due to I would not need any work on my bottom row. My top row was also just closing a front gap. Being the price was still full cost I determined I’d explore other options.

Do your due diligence and do your research before you commit. Mess round and find yourself in a situation a lot of people found themselves in. And I did. And they gonna leave you on and with a flat. Give you runarounds and not even prioritize your issue. You take risk and you level 5 with it, go for it. But for others; do it right the first time. Don't bother to gamble. Better off taking a fish for a walk.

I worked with Edwin at the courtyard Fort Worth who was very pleasant. He answered all my questions, but neglected to tell me that 1). Getting the aligners in and off could be challenging; and 2). There could be an issue with my crowns in removing the aligners. I canceled my order on Monday because I couldn’t risk anything happening to my crowns since Medicare does not cover dental. For anyone who has crowns, I think the salesperson should inform potential customers of this risk.

Yeah the impression kit was easy and comfortable. I genuinely enjoyed doing the impressions. However I was extremely disappointed that SmileDirect wants to charge me full price. I had a braces as a kid and my teeth are still very much in good order. I even have a permanent retainer in the bottom. I just have a tiny bit of spacing on the top that has developed in the 15 years since my braces came off. It's barely noticeable, but probably two aligners would correct it easily. Smile direct wants to charge me full price, as they would anyone. That's literally insane, no thank you. Thanks for getting me all excited and wasting my time.

In 2019 I got a full scan done, with a 3D rendering that showed my teeth fully straight and fixed. But, things came up and I couldn’t afford it. In March I initiated interest in fully committing to the aligners. It feels like I’ve been chasing someone down since then. The Only day available for scans in all of Phoenix is Thursday so I paid to have impressions sent to me. After immediately sending them back, I waited eagerly for “72 hours” which turned in to 4 weeks. I finally just missed work to head to a facility for a physical scan. Just so I would fully commit to the process I submitted my card to pay for the procedure on Thursday May 12th. By Sunday May 15th the card still isn’t charged and I’m glad because they’re now saying they can’t fix my bottom teeth. This was the whole reason I went in in the first place.

The Dental hygienist was really nice, you can tell she really cared and wanted to get to know me even if she forget totally everything I said about me. I feel like I’ve matter and it was not just a regular appointment.

I’ve been waiting 4/5 months for my impressions to clear and I’m just now receiving an update. Not thrilled at all! I’m constantly receiving emails about promotions and discounts but all I wanted was my impressions so I can move forward. Do better!

I’ve been contacting customer service every few week since February to return your product as it didn’t work for me. Every time I would the same response someone would contact me in 3-5 business days and big surprise no ever has. If I don’t have my refund by May 20th 2022 I will be filing a formal complaint to the FTC.

I went and got my x-rays in person. The staff was great and friendly. I was told that I would be contacted within 7 business days about receiving the aligners in the mail. No one contacted me. After waiting, I contacted on via email and no one responded with an update in regards to when I could receive the aligners or when my plan would start. I called the location I went to and no one answered the phones. After weeks went by of not getting a response I gave up. Today 5/14/22 I get a $250 charge! 3 months later! No phone call, email, text or anything to let me know this was going to be happening. If I was contacted prior to the charge they would have known that I no longer needed the services. It is very upsetting to get this charge out of nowhere and now having to possibly wait 2-10 business days to get funds that should not have been taken at all. I would have loved to use SmileDirect but no one contacted me so I had to go another route.

The impression kit was perfectly explained and super easy to use! All the steps were laid out in order & in great detail. I was never confused, and, if I had a question, the answer was in the pamphlet! Overall, the easiest usage!

From the moment I walked into the office, I’ve had a wonderful experience with SmileDirectClub! Carley and the rest of the team were fantastic during my scan. They provided prompt, friendly, and informative customer service. And I LOVE those purple walls!!

This is the single worst customer service I have ever seen. They charged me 4 times incorrectly. Racked up thousands of dollars on my credit card bill incorrectly. This was almost a month ago. I have called customer service 6 times, have done 3 45min + online chats, and have sent at least 12 emails to customer service. It is now almost a month later and the charges aren't fully cleared. I have spent at least 7 hours of my own time as a consumer trying to track this down, which should be a simple answer (they messed up, they fix it). I've been told multiple times (at least 4x) that this would be escalated and handled, and I would 'receive a direct call back within 24-48 hours'. This has never happened even once. I have never gotten a call back.

I ordered my kit and received them the very next day. Everything was easy peasy. Sent them back and was notified when they received them. Great communication. I'm super anxious to start working on my smile. I've hid my smile and teeth for so many yrs.

I’ve did a 3D scan and after explaining my requests for my teeth following my dentist explanation, I have a misalignment and bite correction needs to be done edge to edge as my molars are misaligned and my chewing is inefficient. I have a slightly crooked tooth lower front bottom. I did well to wait before going ahead with the procedure as I was waiting to receive the scan to make a decision. After analyzing the 3D scan, I notice that only the lightly bottom lower crooked teeths were about to move. My molar problem was not going to be fixed. I also felt that I had to make a choice on the spot. I felt I was a little pressured to be honest, and that gave me the red flag.

It was a long way, but it’s worth it. I’ll recommend to you if you want to improve your smile or bite. In my case, the orthodontist told me that I need to improve my bite by getting retainer or a bracket.

Lauren made my daughter comfortable, answered all of our questions and no high pressure sales pitch - just honesty and transparency. The scan was quick and simple, and the treatment plan came exactly as expected and gave us a clear picture of what results she could hope for.

Great job, felt safe and was helpful with every step. They answered all my questions and were flexible with my arrival time as I was late. I am excited to get my liners and can’t wait to get the smile of my dreams.

The receptionist was great, the tech I visited with that did my 3d scan was great. All except she submitted my information and approved a payment for the full $2050 for the aligners without my consent. I even asked her if I would be charged without me seeing the plan or approving the charge and she said no. Then I get a bank notification that I'm over my limit now because SDC charged me in full for this.

The lady I had was FANTASTIC! She was super sweet and very knowledgeable. I have some stains on my teeth I didn’t know about and was pretty embarrassed about it but she made me comfortable and couldn’t have been happier! Can’t wait for my retainers. I’m super excited!

The team members were informative, friendly and extremely helpful in educating me on the product, the process, and what to expect. Setting up my appointment was easy and quick. Once I got there, they were efficient and I was on my way to a new smile in no time.

After receiving some good advice from friends/dentists I decided it was time to bite. So I sent off for my Impression Kit and I was immediately impressed by the simplicity of creating my impressions. Sent them off and have been consistently in contacted via email by SmileDirect. I cannot wait for my aligners to arrive and to get my smile straighter and brighter.

The photo upload was not working. Spoke to customer service, they said it was received. Received multiple conflicting emails and texts. The call center agents were difficult to understand and had incorrect information. Your process is disorganized, unprofessional and NOT user-friendly. Hesitate to use your company based on the difficult process.

Updated on 05/22/2022: This company is a nightmare to deal with. They made an order which I cancelled. It took over 2 weeks to get my refund. Even so, they billed my insurance for a claim with one of their dentists on a date I never saw one without telling me I'd be billed. So they've taken out of my orthodontic lifetime max for fraudulent services. Do not work with this company. This is insurance fraud.

Things are going very well. They have good responses and. Everybody I spoke with was extremely helpful. Going with them was a quick and very smooth process. Everything came shipped on time. I received the emails and the text to let me know when it was time to change and do the scans and everything to keep on the progress. Everything has gone better than I thought it would have. Don't think or wait. Just do SmileDirect.

I have a very minor bite issue, so I can’t speak for those who have serious issues with their teeth, but I absolutely love Smile Direct Club. I am only halfway through my treatment, but I noticed such a huge difference in my bite already, my smile has improved, and I absolutely love their teeth whitening pens and lip balm. They include these with your order so you can try them for free. I have had conventional braces, Invisalign, and now Smile Direct. It’s super affordable, convenient, and I am thrilled with my results so far.

Octavio was very knowledgeable, kind and patient. It was helpful to have the overview and understand all the steps to the process. The cost seems very reasonable compared to other options and the flexibility to do this at home saves me travel time.

I haven’t received aligners. You received my impressions March 10 & I haven’t received anything from you yet. Whenever I try to call, there’s an hours-long wait time to talk to a human & your robot customer service isn’t any help.

I thought the product was wonderful yet when they presented me with the two options, pay in full or finance, the financing option was highway robbery. My dentist was going to do Invisalign interest free for me over two years and frankly they were not that much more

I never heard from you again after I had my scan!!! That was 6 weeks ago!!! The office staff was wonderful but that’s not enough! They told me I’d hear back in 7 days!!! I tried calling and it said there was hours of wait time, then I did an online chat and they said they would get back to me and they never did! That was a month ago!!!

I had a great first appointment. But that is where it ended. I was told I would get my 3D scan within 48 hours. I waited 7 days and hadn’t heard a word before I started getting phone calls and emails requesting my opinion. When I called the location I was told “there was a glitch”. No communication - none. It was another week before I was told that my account was sent to the retention department and was offered $250 discount. A little a lot too late.

I initially made an appt. online and when I went to get impressions scanned for my first appt., the staff was exceptionally professional and courteous. The process was painless, efficient and timely. It was also explained very well. Will definitely recommend.

The impression kit was a good experience when I tried it. After making sure I did everything right it was a piece of cake doing the rest of the process, another thing was that they had the return information so that I didn't had to do it myself which was helpful.

It took me a while to figure out that I had to leave the aligners on longer and they worked with me. It would’ve been nice to know that in the beginning because I was trying to go by their schedule and it didn't work for me. But other than that, they were really good. I had a wonky tooth that stuck out and after using SmileDirect, it doesn't anymore. That's the thing that bugged me the most and that's much better now. And I had a really weird bite going on in the front and it worked out okay. They're not super straight, but they're straight enough.

The tech was very knowledgeable, kind, personable and professional during the process of getting the 3D scan of my mouth. She was great and she was able to answer all of my questions and conducted the scan with ease. Great experience so far.

I ordered the impression and they came quickly. That process was simple. When sending them back I did not include my credit card information because I wanted to use Care Credit. I called the company and was informed I could in fact use Care Credit but that I would have to pay at a later date when someone called me to process the order. I sent in my impressions and waited for this call back. I received an email once they were processed that showed my bank account was charged the full amount without my consent. I called the company back and had to wait almost an hour to finally speak with someone.

The kit was easy to use and directions simple to understand and read. The process didn't take long at all. I don't regret my decision at all. I would highly recommend this to family and friends I know all around.

So far my experience has been terrible. I’ve been waiting for someone to get in touch with me about the touch up aligners for weeks. I’ve reached out on the phone, text, email and it’s been escalated etc. I have still not heard back from anyone. I’ll be disputing the original charges for the aligners if I don’t get a response in the next few business days.

If I could give this 0 stars I would. The location I went to was a scam. I did not place an order and even asked at least 3 times if it was only a free consultation. Within a few hours I got notification I was charged $250 and placed an order. I will never order this now, and I’m still waiting on my refund.

The whole point for me to sign up for liners is to correct my lower teeth. They are crowded and have gotten worse over the years. The rep called me today and started they can’t do anything for my lowerS. That’s the whole reason I choose this path. Your advertising stated you help with crowding, when reality it you can’t. I won’t ever recommend anyone to you now.

DO NOT CALL ME EVERY DAY WITH SOME AUTOMATED MESSAGE!!!! Completely unacceptable and frustrating. I tried to talk to a representative, yet waiting on hold for 15 minutes and never getting through is poor customer service. Everything else so far has been fine.

I am a client of Smile Direct. I can never get the dental team on a call. I schedule the appointments and they say they called me but I never received a call. This is the 3rd time. I keep getting on chat and the customer service and no one ever gets back to me. It takes a long time to get someone on chat or on the phone with no help provided. I am worried that when it is time to leverage my warranty, they will say no because they will blame me for not taking the right steps, however, I could not get anyone from the dental team on the call. I highly doubt they called me EVER although they say they did. Never left a voicemail. cannot seem to get help from anyone there. I am paying a lot of money for crappy service. Teeth and a smile are a big deal and should be treated as such.

I went into a Smile Shop in order to get the best possible result. I was told the turnaround time is about 3-5 days. After a week, I called for an update, but there was no information. After my 3rd call to customer service, my case was “escalated” to get an answer. I never received an email, but after 30 days, I finally noticed that my plan was approved in the dashboard, but no rendition of the final result was available, so I called to get help. I waited on hold for quite a while this morning before deciding to call the actual smile shop. The rep was kind enough to send a link with my treatment plan to my email. I actually started laughing when I saw it… My bottom teeth were exactly as they are now!!

The Dr. was very informative without being pushy. The office was well organized and efficiently on time. My only negative would be, I do not know how to get a hold of anyone about my order. Maybe add a business card or information card to the grab bag? Thank you tremendously!

Process was great. I just had a question that is preventing me from buying them. When I saw how my teeth would look I didn’t see my molars moving. My top jaw is shifted to the right. So I was wondering if that’s something that can be fixed.

Updated on 05/09/2022: I saw a commercial for the option to do "nighttime aligners". This sparked my interest so I made an appointment to go to the local office. My appointment was quick and efficient and I talked with the employee about how I was only interested in the nighttime option. She said no problem. I paid in full and waited for my aligners to come in the mail. They came, I put them in that night, and then I saw on my app it had me with an "all-day wear" account. I called customer service and after trying 4 times to be connected to a smile expert I was finally told I was not eligible for nighttime aligners and I had to wear all day.

I needed to replace the aligners that I lost and SmileDirect had a reasonable option available. I'm satisfied with their process. They're more of what I would want than what I had prior. I'm pleased with the results. SmileDirectClub is an option that others should consider.

Really nice place and very kind people. It was lots of fun to watch the scan happen! Maya was very kind and helpful. I thought it was going to be like a dentist appointment but it was more like a salon visit. Minimally invasive and very comfortable.

My goal was to try to improve the way that my teeth looked. I had braces some 20 years ago. They just did it for the top teeth and they didn't do it for the bottom. The bottom teeth were what I wanted to straighten out. To me, they were jutting out forward, so I wanted to get that corrected. The retainers from SmileDirect look pretty much like the aligners so it was fine. I didn't have any problem with it at all. In the first three weeks after completing the process, I had to wear them all the time, which I did. I just had to do a lot of brushing and remembering to go back and do that.

We were very pleased with the women in Greenville. If we could have dealt with them for the future it would not be a problem. We have spent over 7 hours on hold with your company with no one to speak with. The only reason I wanted the aligners was for my lower teeth and now they are saying they cannot fix that. I am fine with my upper teeth. I do not want them if they cannot fix my lower. You need to hire more people to answer your calls.

The experience overall has been ok. However, there were some things that weren't clear...Like when/how to make sure you have the insurance coverage included in price. I couldn't add the free 6 month teeth whitening kit to the order when I actually placed it either. So I'm not sure if I need to make another order? The biggest frustration is the number of emails that you send. I get at least 3 or 4 each and every single day. That is way too many and it becomes confusing to know which ones are actually related to our account and which are additional marketing/promotion/solicitations that I don't need. It also took 2 weeks to upload the required photos because your website for uploading was down or kept generating error messages.

It was easy enough to do the molds of my teeth. However, without insurance, the price is a bit out of my reach. Also, if I'm reading your email correctly, you want me to go to a dentist in Ewing, NJ, which is more than an hour from my house. That's not possible either. Thanks!

The majority of the experience in terms of making and sending in my impressions was good however, I’ve had issues since returning my kit and have not been able to get ahold of anyone to rectify the problem. I’ve even submitted a help ticket with no response. I kind of feel ‘bait-and-switched’. I signed up under a specific promotion that would include six months of whitening as well as an electric toothbrush with additional aligner tray brush head. After returning my kit, I was sent a coupon code for their store that included the whitening BUT no toothbrush, only a tube of toothpaste. I cannot even get an answer regarding the possibility of honoring my original promotion because there’s been no response to my help ticket. Their company can sure send out emails to get me to purchase aligner trays though. It feels ** and I’m not a fan.

I had a good experience booking my 3D scan. When I got there, the staff was nice, quick and I got all my questions answered. They saw me on time, the office was clean, the instructions were clear, and the payment process was quick too.

I love SmileDirectClub. I like their prices. I had braces before, but I haven't worn my retainers. My teeth were a little crooked. So, I wanted to straighten it up. The results with SmileDirectClub are very good. The warranty is good. They try their best. There were some mistakes here and there, but nothing's perfect, and they seem to try very hard compared to a lot of businesses. They have good service.

This entire experience felt like I was part of a weird startup product onboarding and very in-genuine. Reasons:

I came in early March. I have yet to get a treatment plan after 4 conversations with your customer service. No calls, no plan & absolutely no service. Huge disappointment. Thought this was good company. Will pass this experience on to my friends.

Taking impressions of my teeth were not as scary as I thought it would be. The putty was easy to use and there was no aftertaste. I just wanted it to be all perfect for my team and that was all pressure I put on myself. Also, I was glad that there were two takes on upper and lower teeth. Sent the impressions back in their pre addressed box, a piece of cake.

I had things that stuck out, and all I needed was to bring them back in. It was a quick, easy fix. So, it only took me four months. I had to wear retainers to retain the space that my teeth are at. I had to be very dedicated to wearing the retainers 22 hours a day. And I can't eat with them in. There were times when it was painful. But when I put the retainers in before bed, and take a couple of medicines and go to bed, I go on with my day in the morning. I paid good money for it, so I want to make sure that I take care of it. But it was easy for me. I like to smile a lot more. It fixed the issue that I wanted to fix.

I appreciated Thomas’ attention and information. I do not appreciate the barrage of calls, emails and texts, however. If you would like my business, do not harass me. I have the information I need to make a decision, and I will let you know what that is.

Experience was great! Everything was explained really well and the 2 ladies who spoke and the one that took the X-rays were very helpful and friendly! I would definitely recommend anyone who wants to change their smile to make it better!

The constant emails, after 72 hours to make a decision that I already made there and said no too. Plastic crap liners to put in mouth that you can promote cutting with nail clippers to file down, is unprofessional. No face to face with doctors. All done virtually.

I’ve been seeing ads on social media for Smile Direct Club. So I decided to book the free 3D scan at a local office, but wasn’t 100% sure I was going to purchase as I wanted to see if my Dental insurance would cover any of the costs. I arrived at my appointment and the young lady explained how the product worked, and did the 3D scan. She seemed like a very nice person, explaining everything.

I went to a location and the reps were great. I've been there twice. I had the bottom teeth done, and I still wanted the top a little better, so I went back and got a new kit. The second set of aligners I had did not need to be trimmed, which was pretty amazing. Also, I use the mobile app, and I got responses from that. That was my sense of communication and I never had an issue. Now, I'm done with the process and my smile is amazing. I'm using the last aligner I got because the retainer is thicker and hurts my mouth. It was really uncomfortable when I wore it at night. I had sets, one for the bottom then one for the top.

It is nearly impossible to reach customer support at Smiledirectclub.com. I called on three subsequent days and waited over an hour each time, and was not able to reach a real person at any point. Their customer service queue is incredibly long, and doesn’t even give you an accurate estimate for how long it will take to reach a real person. I haven’t even ordered my aligners yet, but the difficulty in reaching real people at this company has me very concerned about their ability to provide the product that they claim that they can provide.

I had 12 aligners, my teeth are 75% where they are straight. On the 12th aligner, I was told I would get a retainer. I never got that yet. Several weeks ago my 12th aligner cracked and I cannot get a replacement. So I am stuck waiting on a retainer over 6 weeks. I am still waiting to get more aligners to finish straightening two of my teeth. One tooth stands out, one is pushed back.

I emailed SmileDirectClub once in a while, and I got a quick response. I've tried the chat before as well. I had a couple of logging problems, but eventually, it got resolved, so that was also good. I've completed the process, but I asked for a refinement, because there was a tooth that did not shift the way we planned. I'm in the process of now waiting to get my next aligners so we can work on those.

3D Scan done very fast, convenient and professional. Although I was not a good candidate for my bottom teeth, they were very honest and professional in advising me of that. They explained in detailed why and was not pushy. I was disappointed though that I was not a good candidate for my bottom teeth. I really liked how they handle my account. Hopefully when I resolve my receding gum line and bone loss on bottom, I can come back to Smile Direct!

On the digital transform of my smile that was emailed to me, It still looked like I had an overbite and that's what I don't like about my smile so I'm not that impressed to spend this much money and not get the smile I want. I want my entire over bite gone completely so this may not be the best option for me. Thank you all for your service. I may have to look into wire braces which I was trying hard to avoid.

Although my experience with the impression kit was fine, I requested a refund on 4/5 and have yet to receive it. I have made 3 separate inquiries and each time I'm told that I should receive my refund by some future date. The first two dates have come and gone. The most recent date given is tomorrow. If I do not receive my refund by tomorrow, 4/29/2022, I will be filing a complaint with the BBB and pursuing action against SDC through my credit card company.

My in person scan on March 1st went well. Very efficient and professional. My concern is that almost two (2) months later I have received NO UPDATE on my aligners. So that is an issue. I would like to receive an update from you as to when I will receive my aligners so I can begin the process.

Smile Shop was easy to find. Very clean. Front office staff were very friendly. I arrived 30 minutes early so they allowed to begin filling out paperwork. My dental technician (Aretha) was great! She conducted a quick, but thorough exam!

I had my initial appointment this past Monday. I was impressed by the cleanliness of the areas I had access to. The receptionist was very nice and helpful. She was very upbeat. I was taken into the room with the camera and equipment. I will admit, I was nervous. I had metal braces way back in high school. My teeth have shifted and a crooked. I feel like all the discomfort of getting them on and then tightened, my smile should be much better. So here I am. Excited to begin.

I was impressed with how quickly SmileDirectClub's process was compared to traditional braces. I had little hiccups along the way though. One of the reps that was looking at my case dropped the ball, and the third time I got sent the aligners, that person was obviously way more knowledgeable. The last set I had did better than any of the first two sets I got, and I was very impressed with that as well.

Since I arrived to the office, the service was the best. Super fast, super efficient and the people was very kind and empathetic. The information given was excellent and very transparent. I would recommend this service anytime. The representative that attended me was very informed and answered every question without hesitation.

So I was hesitant to sign up for an impression kit because I knew I couldn't afford much... Inflation has hit my family hard, especially groceries and gas, and as the sole income I can't stray far from the budget. I'd decided that Smile Direct probably wouldn't work for my budget. $90 was just a little too much, especially going paycheck to paycheck and with my insurance not covering orthodontics. Then I got an email from you offering a "final discounted offer" of just $49 a month, which sounded incredible. It would be tight, but I could make that work. So I clicked the offer, filled out the info, sent back my impression kit, and was very excited to get started.

I have had nonstop issues and the customer service is beyond terrible. The phone system repeatedly hangs up and when you request a call back they don’t call back or do so several hours later in the middle of the night. The app always says there are 40-50+ people ahead of me in the queue and I can’t stare at my phone all day waiting. I tried emailing and I got an automated response and no follow up. That was almost 2 weeks ago. I only purchased the aligners for the nighttime plan but was sent a 22 hour a day treatment plan.

Hello! I was very satisfied with the at home impression kit. The instructions were very clear and easy to follow. Unfortunately I returned them over a week ago and have been told my aligners are ready to be ordered, but I'm still waiting to hear back regarding insurance coverage. I double checked with my insurance provider and they do in fact cover provide $1,000 in orthodontics coverage, but for whatever reason I was told by SmileDirect that my insurance would not assist with my cost.

Overall, the experience was fine. I sent off my order and with covid the postal services are running a little longer than normal, I guess, but I got like 20 texts and emails telling me to ship my impressions after I already had which was a little stressful and annoying. I also wish I had more information on my personal aligner plan. As well as I wanted the option to choose the overnight aligners rather than the daytime wear ones. I don't know if that is because of my teeth needs or what but I can't find anything about my plan other than the 3D teeth model.

I attended my free 3D scan on 4/23. During my visit I expressed that I wasn't ready to make a decision until I see if and how much my dental insurance would cover. The agent said of course that is not an issue. The agent then had me sign some paperwork that would allow faster processing once I made a decision. I asked several times that me signing the papers does not order the product. I was told I would receive an email with my new smile, which I still have yet to receive, and that in the email there would be a button I can click to approve the purchase and that the purchase would not go thru until then. This would allow time for my insurance coverage info to be sent to me.

When I seen the virtual impression and how my teeth would look after treatment I was very disappointed, especially the high cost of these aligners I thought they’d be more straight and fill in the spaces better, not only are these very costly but from the look of it my teeth wouldn’t be as straight as I’d want.

I thought the whole visit was great start to finish. It was very informative, I was blown away by the technology involved- got to see the 3D model digitally right away and I’m very excited to see the end results.

I spoke to customer service a few times and they explained to me very well. I also bought the pills that they wash the aligners with for my son. He's is doing the treatment and it is going great. The way he was, he’s doing much better and he loves wearing the aligners. He feels comfortable with it. Overall, I’m okay with SmileDirectClub's service and I’d recommend it.

Crown broke, do I need to redo impressions it’s not being worked on, as it’s not bothering me at all!! We’re just leaving it for now. Impressions were super easy to do. Really excited to get this started!!! My granddaughter is the one who told me about this!! Hopefully it works.

Janeth was knowledgeable and honest in setting my expectations about the process, cost and potential outcome of treatment. The space was clean, the process quick and efficient and it was interesting to see the 3D scan when it was finished. I enjoyed, and was encouraged by the visit, and since I was able to 'preview my smile' after the orthodontist reviewed my case and it looks good to me, I have decided to proceed with the aligners.

I’ve had a good experience with Smile direct so far. The person who ran the initial appointment was very nice (name started with an “M” but that’s all I can remember) and explained things thoroughly. The prices seem fair, and the timeline sounded reasonable. So far, so good.

The process of getting my impression kit and returning it was easy...but then things fell apart. The impression kit was the correct size for my uppers but too small for my lowers. When I called to ask about a new set they said to send them in as-is and they would send me a new set for the lowers if needed. After waiting a while I received a notice that my new teeth were ready to view? I went to look at the predictive vid and it is tragic...it actually shows the aligners MAKING MY TEETH WORSE. And of course this is due to the fact that the lowers were never updated so don't have anything entered for them, and so the uppers twist to match the orientation of the lowers. Sad really, I was looking forward to using this product.

Claudia was very helpful and made my whole experience comfortable and enjoyable. She is very knowledgeable and kind. She answered all of my questions and made my experience amazing. The process was quick and easy. She did everything perfectly. Thank you Claudia!!

So far, SmileDirect has been great. They have the best price and payments are easy. Lifestyle-wise, it's been super easy because I have two little ones. The only thing I had trouble with is the app for uploading my treatment photos. It was not accepting them. As I got to the end of my treatment, my aligners weren't fitting correctly. I had a lot of trouble calling and getting in touch with someone. So I had to go through the healthcare finance direct to actually get someone on the phone to adjust my treatment.

I didn’t get a scan at your uptown Dallas event. You need to get your record keeping corrected. I’m not impressed with SmileDirectClub at this point. I was scanned in Tyler and specifically asked for nighttime only. I was sent the wrong set and am still waiting for a response after speaking with two different people.

I have been trying to contact your customer service for over 2 hours now. Been on hold 4 times over 20 minutes each time. Very disappointed and still have not received my aligners and they were shipped last week. Requested a text to track and still haven't received one. Got my money though!!

I ordered my impression kit & it came very quickly! I also found it very easy to use! I sent it off & loved that the postage was already taken care of. My impressions were approved and my smile simulation was sent within 3 days. So far, so good!

Everything at Smile Direct Club was amazing! Very clean and spacious location. Staff very helpful and warm hearted. I felt very comfortable during the pandemic and was even allowed to brush my teeth before consultation. Eddy was super informative and explained the process to me in detail. I was even given amazing whitening gifts to take home! Thank you. I recommend everyone visit to brighten or straighten your smile!

Well everything went as planned. It’s just that I have insurance and it is out of network so I can’t come out of pocket for it all then get reimbursed. I was really wanting to get this done for my wedding but just can’t afford it unless you guys can help.

Charge of treatment was charged to my account without full explanation. Charges were made before I received a treatment plan or spoke with an orthodontist. My credit card information wasn’t given for the purchase of treatment. It was given to reserve my appointment time. Employees were not forthcoming in the process of how treatment plans were reviewed and how purchasing aligners occurred. Their explanation was extremely vague. I only came across the fact that my card was charged the full amount of treatment after receiving a notification from my credit card company less than 24 hours after my consultation visit.

The details of the online models are awesome. If you need a minor correction, this is for you. I was disappointed Bec your website lists "overbite". My results video didn't include overbite correction at all. I will not be ordering. Why list something you can't correct. It was a waste of my time and yours.

I was supposed to start in November, but I didn't start till February. It's a four-month process and I'm on my third month, but I put off trying the retainers. It has moved all my teeth and I still have one month left. It’s good. I liked SmileDirectClub ‘cause compared to braces, it was quicker. It was almost like a quick fix. I would tell people they should try it.

I would like to say that my experience at the Smile Shop was fantastic, albeit it a little fast-talked and a lot of info at once. Everyone was very nice and helpful. The space was bright and clean. But the overall experience was terrible. Firstly, they are never available to chat online. The hold times are insane when calling in. My treatment plan did not cover target areas of concern expressed in my smile shop meeting, no follow up on new treatment plan when requested, although I did get an email stating my aligners were being made when I was previously told they would be on hold until the new treatment plan was available. I was also not fully informed that my molars not be included in the alignment would be so drastic until I saw the 3D scan.

The Executive Assistant greeted me when I came into the office and she was pleasant. The Technician provided me with excellent customer services. She explained the procedures to me. They made me feel comfortable at every phase of the visit!

I’m highly disappointed in the company and how their before and after pictures are SOOOO DRASTIC yet I’ve been seen by two different orthodontists and both said I have mild crowding in my bottom teeth but SDC says they can’t help because my crowding is too severe. What a waste of time and money.

I made my payment in full for the overnight aligners. I received a call a few days later that I was not a candidate for the overnight aligners and I requested a refund, which I was told would be processed in 3-4 business days. I called again 6 business days later after not receiving my refund and was told it could take 10 business days. Today it has been 13 business days and no refund. I called again and was told it could take up to 10 more business days. I am filing a dispute today with my credit card company. I would in no way, shape or form recommend this company. Their customer service is terrible and they will just give you the runaround.

Unfortunately because I am missing some molars I can not continue this program and will be asking for a full refund. Also the dentist tried to convince me that my bottom teeth would look beautiful and they're already straight. This was kind of sad because I was looking forward to doing this and paying in full. Also your customer service sucks. That music is horrible for waiting.

The tech I had was very gentle and efficient. She was personable and polite while doing her job. She is definitely a keeper for your team. I would recommend this to anyone I come in contact with if they have an interest in straightening their teeth.

Received my kit within a couple of days. I followed the instructions that came in the box so submitting my pictures and impressions was quick and easy. Would definitely recommend to someone who is looking to fix their smile and can’t wait to get my aligners.

Tried serval times to cancel my order and was told it was done on 4/4/2022. Reached out again to cancel and was told it was not canceled so I had to cancel again. It has been 12 business days since I first canceled and No Refund. Now I'm going to have to wait another 7 to 10 business days for a refund. I have asked for information on why this was not done on 4/4 and not communication other than still getting emails the order is processing.

Had a great experience with Cerellina. She made me feel comfortable and excited to invest into my new smile. I would highly recommend her service. If I need anything else I will be sure to come back to this office.

First sent in impressions and after no indication they ever got them, I called. After 30 minutes on hold and 15 minutes with a phone rep found out they had them for a week just weren't "activated". What? So then get notification they are coming a couple weeks later. All excited. Get them and they won't fit in my mouth at all, in fact- wait these aren't even mine. Name on them was for somebody else. So 30 minutes again this time in a chat queue. Alright wait my turn. Then the Chat starts and each response takes 3-5 minutes! So after an hour it's finally acknowledged that they sent me the wrong ones even though that was my very first statement in the chat. So I wait five minutes between each typed response. Why is there even a queue? Why send the wrong aligners? That is actually a HIPPA violation. They have sent my aligners and info to someone else out there! I can't imagine 8 months of dealing with these people so no thank you, I'm done.

It was super quick to receive the impression kit in the mail, and everything was easily laid out and completely dummy-proof. They provide everything you need to send the impressions back and their communication is helpful to understand where your impressions are in the process. I'm looking forward to my new smile!

Almost 3 months and no replacement retainer! I was told I would have replacement in a couple of weeks! Everyone tell me a different story and no follow-up! Dr was suppose to call last week! No call again! How much longer will this take?

The reception area and 'exam room' were both dirty - did not make a potential customer want to do business with you or, in my case, let you put a camera that might or might not be clean in my mouth. I would not recommend to my friends they visit your location and there's zero chance I would invest the money based on the quality of my experience thus far. The person taking care of me was poorly trained in sales and came across far more interested in 'assuming' I was moving forward with a purchase rather than finding out what I actually wanted and needed to do.

I had a really good time with the staff at the Calgary location! Everybody was very informative, positive, and willing to help! My only concern was the office did not tell me that I was fast-tracking my smile. And I was waiting for my insurance to get back to me. I’m not sure if this is because they are commission based and they need a certain amount of signatures to receive a bonus or pay but I did not understand that there was a non-fast track option and I wish I knew that at the time.

The impression kits at home are quick and convenient with easy to follow step by step instructions. The payment options makes this an affordable option for a variety of budgets and I was able to do everything by mail easily with no hiccups! Can’t wait to get my aligners!

Marium was great! She was very polite, patient and knowledgeable. She took her time with my scan and made the experience so much more exciting. It was a pleasure to have her assist me with my scan 3D scan.

When I ordered my impressions kit, it said that I would get a free electric toothbrush, touch-up whitening pen, and 2 tubes of whitening toothpaste. But I did NOT receive any of those. Everything else in the kit came as expected. When will I receive my free electric toothbrush, touch-up whitening pen, and 2 tubes of whitening toothpaste??

I’m so dissatisfied with how they lied to me right to my face, we will put your card on file but we won’t charge, they did. We will refund you right away, 30 days later still waiting… I will never do business with them ever again. Dishonesty and fraudulently signing a contract without my permission is just too much for me and they lost all credibility. Also they pressured me to put the card on file to lock their pricing before it changed to more money, guess what? I was charged the new pricing. Do not ever believe anyone word of mouth. If it’s not in contract DO NOT DO IT.

Had to repeat pictures and scans because the tech messed up previously. Then was told the software couldn't handle doing aligner for bottom. They only wanted to take $200 off when they couldn't do half the mouth. Very disappointed. Will never recommend this company.

We sent back our impressions, they said they were received and approved. They also said we needed to wait 3 days to get a 3d image. It's been over a week and we haven't received anything. Definitely very disappointed. I hope someone reaches out to us soon.

It was a Very nice and pleasant experience at the Pop up Event. It was a very thorough review of the products and the process. The 3D scan was helpful to get a better idea of the how the before pictures are.

I’ve spoken to many people and my request seems to get lost. I am waiting for my new scan which was supposed to be up last Wednesday. I feel like you forgot about me. It takes way too long to contact somebody on the phone. Someone please contact me and please not a computer.

Charmaine was amazing. Perfect customer service, great attitude, amazing introduction and instruction, wonderful personality. I look forward to my smile journey and would prefer meeting with her every time I come in. I would like to thank her for just being her and making me more comfortable with this process.

Your staff were able to make my visit pleasant and comfortable. I didn’t feel rushed and was able to ask whatever I had to bring a better understanding of the process. I loved the goody bag with the tooth whiting products.

First I needed a second impression kit, and that was sent quickly. After submitting the kit and photos, they requested another photo. Several days later I received a notice that my smile plan was ready, and to click here to purchase. I looked through the predicted progress photos, and noticed that only my top teeth seemed to be moving. I contacted customer service chat, and was told that it was a single arch smile plan. It took a lot of questions on my part to get clarification that my bottom teeth were beyond the capabilities of their program, so they only adjusted my top teeth. The pricing was the same, even though they weren't addressing my primary concern.

When you put in your impressions, they send you a reminder to switch them, which was pretty good. But they didn't go back as far as I thought they would. I still have gaps on the side, but not in the front. Also, the thing with the aligners was hard to adjust. Especially the bottom ones, they were hard to put on. I had to do some adjustments and the left side still didn’t go on as tight as it should have. But other than that, I'm happy about some of the results.

SDC really doesn't read the room when they are talking to their customers. You need to get better customer service if you want to have a more successful business. If your business is already successful, then you need to invest in better customer care for both existing, potential, and ex-customers. There is no reason to make a customer sit on the phone for longer than 15 minutes. No on has more time than that to devote to sitting waiting for someone who isn't going to resolve their issue anyway.

I’m terrible at remembering names, but the woman working that day was super friendly and provided exceptional customer service. She explained everything clearly and well and made it so easy. Also the scanner thing for my teeth was really cool! I’m so glad to have used that over the moulds a million percent!

The aligners fit comfortably, and I didn’t need to file them or anything. I was worried about the time I had to wear them, but I was approved for the nighttime aligners, and I can’t wait to try them. If those aligners work, I will be 1 step closer to my new smile!

The process of making the order with SmileDirectClub was really simple and the payment went through easily. I got the molds to get the picture of my teeth sent in pretty quickly and the box was in good condition. I messed up on the first mold and they sent me a second one promptly and didn't charge me anything extra. I messed it up again so they let me know about a pop-up location they were doing nearby. I went there and all the staff was really nice and friendly. They helped me understand how the process was gonna work. It was a quick and easy process getting the scan of my teeth done.

I have two family members that I’ve already done this so my experience was very quick and efficient and my representative was perfect. However sitting here right now I am annoyed with two things. One it said, "When you visit our shop you’re able to get a $25 visa card" and yet after your visit you find out it’s only for your teeth whitening and smile products which I am so not interested in. And I even asked if we could use it towards retainers and was told no. I have one at the front tooth that was traumatized and will not respond to whitening. And then second there was a lot of emails prior to my visit. Saint mentioned this to keep last year‘s pricing. I did. I submitted my credit card. I said I’d like the one time purchase. And yet here I am getting more emails saying mention this… Very annoying. Now I’m wondering if I need to mention it again??

Everything was great when it came to locking a plan in and ordering. My aligners actually came super fast way before the expected 4-5weeks. My issue is that I selected the nighttime aligners and when my case was reviewed you guys decided daytime aligners were best and sent them off. I should of been informed of this decision and asked if I was okay with that plan. Instead I was confused upon opening my kit and when I called I was informed I would have to wait another 4-5 business for my plan to be reviewed and will then receive an email saying if my case allows for nighttime aligners. Then I would have to wait for them to make the new nighttime aligners So now I’m in limbo with a full kit just waiting for answer.

First of all, I’d like to start with unpleasant experience when you walk in the store - it’s empty and only employees are there, unpleasant interaction. I had to fill out all my information all over again (for the third time), then I had to wait 10 min, although there were no other customers. The agent was wearing metal braces, not aligners. I ask him why if their aligners really work. After the scan he took my card and ask me if I’d like to sign up for monthly payments in case if I approve the treatment plan after I see it in 3-5 days. On the second day my card was charged the full amount of the treatment. I have not received any treatment plan options, I haven’t approved or agreed to go with them. Besides that, during my visit I told agent about a discount offer I received via email, he refused to honor it because I couldn’t find it in bunch of spam emails I received from SmileDirectClub to present.

I tried Smile Direct aligners to correct a gap in my front teeth. After 8 months, the teeth were straight, but would move back after a few hours. This was after wearing the $100 retainers provided after 3 months. I requested a refund so I can just get braces which I tried to avoid but obviously could not. They offered me a new treatment plan with new impressions, new aligners, and all updated statements of what changes I would like to see. After 6 months of completing the new treatment plan and retainers, my teeth were still not corrected. The problem was a lower tooth that needed to rotate to align, or it would continue pushing my front teeth apart. This was stated in both treatment plans. The aligners would only conform to the shape of my lower tooth instead of moving it appropriately.