SmileDirectClub Reviews

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.

The visit took longer than expected because of the forced pleasantry. Asking what I have planned afterward and what I do for work feel forced. In any case, we're all busy and I just wanted to get it over with. The only thing I requested was that I get a nighttime aligners and not the normal one which required 22 hours of wear. I asked multiple time and confirmed with the Smile Direct representative and she confirmed that is the nighttime aligners.

Smiledirectclub worked good for my daughter and I'm very satisfied. Her issue was very minimal though. It was super easy, so I knew that Smiledirectclub would work for her. I wasn't sure if it would work for myself though. My lower front teeth are crooked, so I wanted to fix that. I did my own impressions and it was easy. Also, I wore my retainers longer than I was supposed to because I'm a dental hygienist and I know that you get foreshortening in the roots if you're not careful and if you move teeth too fast.

I feel very uncertain about going forward since the "artwork" you created to show what would happen when I get the aligners projected that I currently have a gap; which is opposite of what I have as I have an overlap of my front two teeth as opposed to space. What's up with that?

Absolute great customer service! Was in and out before appt time. Keisha was amazing with making me feel comfortable. Would most definitely recommend to a friend because it was a good experience. Until next time. Thank you for the experience.

My daughter went through the program and her teeth straightened out beautifully. Now 2 years later they are back to the way they were before. What a waste. Very disappointed -- I paid $100 a month for 2 years for absolutely no results.

Smiledirectclub gives a bunch of aligners, and I would tell people to do it. It'd be one of the best decisions they ever made. Some aligners are worn for a week while others are worn for two weeks. Some are worn overnight, and some are just worn during the day. It was a four-month period that I switched these things out on, and it proved to be amazing. There was a bit of pain, especially when I put a new set in, but it wasn't anything that was unbearable. A lot of times, I could take an anti-inflammatory drug and be fine. As aftercare, I got a retainer for 90 days, and I wore that overnight while I'm sleeping then I take it out in the morning.

I like the pricing and the practicality with SmileDirectClub. Also, the in-place location was nearby my home instead of purely online. I liked the minimum of contact with professionals. The process was very easy and smooth and I'm very impressed by the customer service. It was perfect. I'm happy with the results too. I'm on retainers and in a few months’ time, maybe I will continue a little bit with the aligners. It isn't 100% aligned, but it's so much better than before.

I bought retainers in 2021 with Smile Direct. After a couple months, my back teeth became very very tight. I started to become worried that the retainers kept breaking into pieces in the back (where my molars are) but was told this is totally fine. Then one of my molars actually broke. After getting a crown, I told smile direct that I needed an adjustment or a refund. They assured me an adjustment would do the trick and asked me to pay for yet another impression kit. I did, and none was sent. I spent hours on hold over weeks trying to reach someone to figure out where my impression kit was...finally someone sent one a month later. I shipped it back promptly then waited for the adjustment. Again, I heard nothing. That was nearly 3 months ago. THREE MONTHS.

I was very satisfied with SmileDirectClub. I'm so glad I moved forward. I looked at photos of mine a year or two ago then looked at my bite recently. There was a significant difference, enough to satisfy me. I also want to give kudos to the customer service person. They moved locations and had a shipping debacle but they effortlessly dealt with that. A constructive feedback I have is the auto payment. When I got my retainers, I was auto charged, which makes sense. But more notification via email would have been nice. There could be more promotion on whitening teeth too. Also, sometimes the case would get very stinky. There's water and water will create some odors. I just go the extra mile and sanitize it, put it in hot water or wash it. Then I would leave the cap open so that it would air dry.

The initial service and product were as advertised, however, following completion of the program some issues occured which required some follow up service. As the retainer was no longer fitting correctly. After 2 months of phone calls, emails and messages via Facebook I have still not had a response other than they will follow up in the next 2 days. That has been said to me on at least 12 occasions and there has been no follow-up. Meanwhile the once straight teeth have now moved considerably and continue to move. SHOCKING AFTER-SERVICE

Very quick and efficient. 2 different prices for not so fortunate people to do something for themselves if they wanted to. The lady I had was Stephanie, she was amazing and nice. The office was nice and clean. Hopefully my smile comes out as good as the rest.

They try and get you to sign the form before showing what they can do for you. Then say the price will go up if you leave without signing. Then when you talk to the corporate number and they say the price is locked in. Why go through all the trouble in shop.

I tried to order the impression kit as well as follow the instructions but ended up running into a few bumps. I scheduled an in person visit and was greeted and treated wonderfully through my experience and digital scan. It was a very cool process and I am excited to start my journey! Thank you all!

I made an appointment at one of the office locations here in Vegas and met with somebody who was extremely polite and informative. Once I was given the estimate, I decided to go ahead and use SmileDirect over Invisalign. Once I received my box, everything was self-explanatory. Adjusting to it with all the information provided was pretty easy. It was so painful, but I used them because I grinded and moved my teeth, and it felt like I had a cavity in one specific tooth. For me, it was dual use, to keep myself from grinding and moving my teeth even more and trying to get my teeth back to where they should be so I don't have any pain. It worked.

I've been trying to get touch up aligners for my daughter since January. I sent in the first kit after 2 months. They told me I had to do another one. So we did. I'm still waiting to hear back from that one. I found the customer service was great when we got the aligners last year. Trying to get after service is a different story. I'm very disappointed.

Smiledirectclub was amazing. It was so easy and I didn't have to contact a dentist. At one time, the retainer that I had wouldn't go in my mouth. It was faulty and they said they were gonna send me some more, so they changed three different ones. They said to put in my mouth what fit, and I was able to get done right at the time they said. My mouth was very narrow and the retainers widened my palate. I was surprised that it could even do that. Also, my front teeth were crossed, and they are straight now. I have a lot more confidence and I feel more youthful with straighter teeth. For the aftercare, I wear my retainers every night then they said every six months, I needed to order a new set.

It was really nice and everyone around treats you so nice like they will tell you anything and are always open to help you and answer questions for you. I like the professionalism from the place to everyone who works there.

Very quick, fast, easy and simple. What more could you ask for in a smile! Box came in 2 days, I sent it back in 2 days and the customers support I've received is tremendous. Thank you Smile Direct Club!

Customer service was easy. I feel good about my smile so far. I have Parkinson's and I thought I might as well do a retainer to straighten my teeth. And it worked.

Went in the facility. It was clean and organized. The staff Managed by Claudia were excellent. Took the time to explain everything in detail and addressed all my questions. Claudia was superb, she performed my 3D scan, took her time and was patient to ensure my comfort.

Didn’t have CareCredit card with me at time of scan, was advised could call within 72 hours to change card information which I did and was assured everything was taken care of, but No that was not the case! I was charged on my Visa card which I requested a refund and to date No one has even followed up on this issue..

I have great experience during my 3D scanning appointment today. The local team was very friendly and make me feel like at home. I am very happy with the outcome and can’t wait to get my smile package!! Thank you.

SmileDirectClub is okay. It's easy & simple to use. The aligners are okay. It didn't straightened my teeth in 4 months. And my teeth are not even that bad. They are close to straight but they just needed some minor adjustments. Turns out I will continue wearing readjustments until I see results. Some of the aligners are fairly weak & they get loose very quick. They should look into making thicker & stronger aligners all equaling the same. Some were thicker than others. This did not make any sense.

This is the WORST customer service EVER. Which is a red flag for any healthcare related service. I’ve tried calling customer service numerous times on 4 consecutive days. I need spoke to a single person, waited in phone queue and then never once received a phone call OR email back about my issue. The girl at the physical office took care of my cancellation, told me she did it (after initially stating she had no access) and when I asked for a proof of cancellation she said she had no way of doing this and that I’d have to call the customer service line that hasn’t ever answered or returned my calls or email!! I would NEVER receive any care from your company. This is someone’s health you are handling - not a returned pair of shoes!

The Smile guide I met at my consultation, Cortney, was great. She was nice to talk to and very informative. But I told her in detail about my concerns with my smile and wondering if this treatment would work for me. I wasn’t told at all I wouldn't be eligible. So it was very surprising that today I received a call from a very non-compassionate woman telling me they can’t help me. And gave me an attitude when I asked why I wasn’t told sooner. This was really exciting for me to look forward to and devastating to learn I can’t be helped, so your agents might need more training on being nicer to clients.

The person who did my scans told me it didn’t matter that I was having a wisdom tooth removed, and charged me the full price. I tried to cancel the aligners immediately the next day, after talking to an actual doctor and the customer service representative told me I wouldn’t be charged. I was charged a few hours later and I called for a refund but I haven’t received anything yet. That was a week ago. Still waiting. I’ll take this to small claims court if necessary, I feel so scammed.

Service was good. However, I did not need to receive three emails A DAY about ordering them quickly before I even got the 3D model completed. I was going to order them anyway and it was annoying. I just ordered them so I don't know anything about the actual product yet.

Shocking easy to do the impressions and lovely customer service staff on the phone. Boxes came in the mail right away, simple return process. Love all the extra included items that came in the box! Excited to be on my final set of retainers. Thanks Smile direct.

The name of the dentist who assists me is very friendly. Nate explain to me all the products before we continue and he also explains my teeth case very well. Overall I was impressed with the service and excited to use the product. I was also surprised that after the consultation I got exciting freebies.

Upon reviewing the gif for the "new smile", there seems to be nothing for the bottom teeth. The disappointing issue here is that there is no explanation or indication of what is being done and why. Only a message of, "be sure to order your alignerS (when there's a plan for basically only one) by a certain date, before prices are set to go up!" Otherwise, the impression kit was received very quickly and easy enough to make/return.

Not so sure. Maybe it could work for you, maybe not.

Unfortunately, I’m not impressed. I received the kit and sent it back days before it was due. I called a couple of time thereafter with questions as well as for information regarding when I had to pay. I received an email today saying my treatment plan had been approved. I had to call your company twice today, twice because the first representative hung up on me. The reason for my call was because of the 3D image I received of the treatment plan. I felt that my top teeth were overlapping and it looked like I would have an overbite. I was told that this information would be sent back to the Dr to see if any modifications were possible. With that, I inquired as to my cost.

My visit with the Towson location was really nice. A little difficult finding the location but when I arrived. Everyone was super nice. The space was clean & I felt excited. I worked with Karma, she was the best. So nice & personable but still professional. I would def recommend friends to Smile Direct Club. Thanks!!

I’ve only gone through the initial consultation - but it was excellent. A very friendly associate took me through the entire process and answered all the questions I hadn’t been able to answer online. I saw a preview kit and step by step process of everything that would happen throughout the retainer treatment, including the initial scans. Very quick, very easy, it was a great firmest impression.

Went in for an in-person assessment, which despite some hard sell techniques, ended up being the only positive part of this experience. Signed up for a full set of braces to be paid in full upfront. First, they couldn't verify my Delta Dental orthodontics insurance. No big deal, I contacted the chat and they said they would put me in touch with the insurance team. The insurance team never contacted me, despite being clear that I would like to have insurance in place before they charged my card so that insurance could cover the amount at the outset rather than me having to seek reimbursement.

For some reason, I was only able to be offered aligners for my top row. ADA guidelines? Chat person couldn’t really explain it. But I wouldn’t mind paying a discounted rate if I’m only going to get the top aligners. Very disappointing because I was excited. Please let me know if there are any other options!!

The consult was quick, easy and professional. I appreciated the rep's friendly personality and ability to answer questions thoroughly. I also appreciate the free whitening kit that came with the free consult. It works well and is painless. Thank you!

I signed up for SmileDirect. I had an appointment with a dental assistant and had impressions taken. I waited for 3 weeks to receive my aligners. SmileDirect shipped me 15 aligners. You are to wear the aligners for 1 or 2 weeks. Five or 1/3 of my aligners never fit. When I contacted the Customer service they instructed me to skip the aligners that didn't fit and wear the next pair for an extra 1 or 2 weeks. I paid for 15 aligners and was only able to use 10. At the end of my 5 months and the 15 aligners my teeth were not straight. I contacted Smile Direct. They charged me another $150 and sent 3 sets of retainers. The retainers did not fit. I tried to contact Smile Direct.

Did not address my concerns. 3D video completely misses issues I wanted addressed but does get one point. Cannot see what you are doing with my bottom teeth! I’m beginning to believe SDC is not a competent solution. This is a highly technical and detailed procedure, and I need to have the confidence going into it that you can do this. It’s very personal to me.

The process was fairly easy and long as you read the manual before doing anything. I do think that more impression supplies should be sent in the case of messing up on your first few while beginning the process. That way if they are messed up, you don't have to wait for them to say so, and then wait for another kit to be sent to you for more impressions.

It was an easy and friendly experience. I would recommend this service to others based on my experience thus far. Jeremiah was friendly and the 3D scanning process was easy. He broke everything down so the information was easily digestible. Great experience.

Not what I was looking for, only slightly wanted to move my top teeth but I also wanted straightening of bottom. This caused me to want to pick someone else for my invisible dental care. It also took awhile for me to get my results.

You did great with the 3D images. But I have to wait a couple of weeks to be able to order. I will be ordering mine soon. I do realize the price may change but it's what I have to do to be able to make the deposit.

I went in for a scan and impression on March 30 at the uptown Dallas location. I submitted my insurance and paid for it in full. Was told I would get a message from a doctor, which I did asking me to place my order and pay for it again.

Felt like I was in a fast paced sales call. Person just pushed things through as quickly as possible, tried to create urgency, and social proof, just stating over and over "how busy it has been, with ALL of the customers wanting this". A professional environment as compared to a shammy "trade show" type sales experience might have kept me as a customer.

My visit was absolutely awesome! I would highly recommend all of my friends and family. The staff were very friendly and but most of all professional and helpful. They explained everything into details that was very understandable to me. I'm still in shock about how inexpensive everything is. Thanks again for the wonderful.

Each time I called there was a wait over 1 hr. Usually 3 hrs. And sometimes no response to requests for call back. The pictures you have were from 8 years ago… And to add to confusion, received a second impression kit.

First of all I absolutely loved my experience. My girl Linda who worked with me was fantastic and a phenomenal human being. I just wish I knew if I was approved or not? I have no idea and it's been a week.

Would have been better if I was shown my “dream smile” or whatever you call it. They did not show me it, I had to wait until it came online but I was under the impression that it happens in office too. Either way, the staff was nice. My issues comes from the false advertisement I received when I purchased my aligners. I was sent an email asking if I wanted them within 5 business days paying an extra $100 dollars. I agreed to and submitted a form.

Was 6 minutes late to my appointment after getting caught in traffic. Was told there were no available appointments the rest of the day, called to speak with customer service and she said there was not only an available appointment during the time I was waiting there, but another one at 4 pm. She scheduled that appointment and I drove all the way back there later that day. Then after my scan she apparently didn’t close my appointment so after ordering my aligners my account has been on hold for 2 weeks and I’ve had to call about 8 times to get it resolved, and I’m still not sure if it even is resolved at this point so I’m sure I’ll have to call back again. Had multiple people I was referring and after this experience, I’ll let them know to go elsewhere because it’s been nothing but a headache.

When I returned my impression kit, I marked the full payment option but put a note that I would like to split my payment between a FSA and my card on file. I DID NOT sign the signature line to authorize my card being charged. It was charged anyways on 3/17. I called that same day to request a refund. I had to call 3 times because I kept getting hung up on. Finally, the gentleman who helped me stated he requested the refund and I should be getting this between 2-10 days, but likely around the 2 days since it had just been charged. I asked if we could expedite the aligners once the refund was done, since this was going to delay the process by 2 weeks.

A month after getting a scan, I called to follow up as have heard nothing. They now say they only can do the upper arch and not the lower but want to charge almost full price. I am not sure why they don't think they can do the lowers when that is what the aligners do.

I loved the service and the whole process was explained well! Was expecting the next steps to take place already still patiently waiting. I am excited to start my journey with Smile Direct Club! I recommend to people who don’t want braces!

I was assured numerous times no payment would be processed until I had spoken with a doctor regarding my scan. My card was then charged without my authorization and I had to contact my credit card company to freeze the charge and then contact SmileDirectClub to have the charge reversed.

So for one I did not have an appointment in Farmington Hills MI... it was in Saginaw. Second... appointment was March 12th and still haven’t heard a word from orthodontist and was told it would be 72 hours! So would be nice if someone would contact me ASAP.

I struggled with their onerous process to submit photos of the inside of my mouth (they didn't like my lighting, my angles, my tongue placement, the focus, seeing all the teeth, angle of camera/chin/etc, etc). Once that was done, they sent me my plan and wanted my payment for the $2000 or so. I read the plan and realized they had left out my bottom teeth. I called. They replied the bottom was too crowded to fix but they would knock off $200 and do the top only for $1800. I declined and asked for the refund for what I had paid.

Everything was going good and all my questions were answered. I felt as soon as I said I was not purchasing aligners at that appointment the person's attitude changed and she was rushing me out. It was very unprofessional and made me not want to purchase them.

Found the staff to be very knowledgeable and helpful. Thank you! Took the time to make sure my scan was correct and ready to be seen by the dr. I really appreciated the thoroughness of the process, the explanation of the technology and professionalism of the Smile Direct team!

I have still not heard back from your company. I am waiting for my refund still. It seems there is a huge lack of communication on your company’s end at the customers or potential customers expense. Very disappointed with this experience!!!

I prefer the office visit vs doing the imprints myself. The reps were most efficient! The cards are very difficult to redeem at the stores-they frown on not having the card. I haven't received a call from you about this.

I returned all products to your company and was advised by several agents that my refund was processed on March 16th. I repeatedly asked to speak with management and was denied. I was asked to allow 2-10 business days, which I did. During the time I was waiting for the refund, I was debited again for an additional monthly payment. I called and inquired and was advised they did not start a refund process. I called a local facility to assist since I wasted literally hours with your agents and she said she would forward my concern to headquarters. I received an email today that said they will start the refund process now and it would take 3-5 days to process and an additional 2-10 days to actually see the refund. I asked what the refund amount was and it is approximately $500.00 difference in what I should be refunded. I have a letter from your agent that states my refund amount.

All the staff was very kind and welcoming. I was uncomfortable with the fact that they never changed gloves between patients and I am not sure if they disinfected the 3D camera probe between patients. My son said "it tasted bitter". Glad we do not need to return and we can do the rest virtually.

Super easy to make an appointment and very detailed instructions on where to go once at the building. At my appointment, Claudia was great! Super friendly and informative. Explained in detail all of my options and how the entire process works.

Great communication every step of the way, they made sure you know what to do from step one to the very last step. Also, every step is super quick and responses are also quick. Overall it was a very simple and quick process. I would totally recommend it to someone who does not have a whole lot of time on their hands.

I went to your Vancouver BC location for my 3D scan. I was told it should be 3 days to hear about my aligners. It has now been almost 3 weeks without any follow up emails. I also sent in email inquiry about where I am in the process and received no email back from that as well.

Hello, Carmen was very informative and answered all my questions fairly well. She was kind and made the visit exciting. I would recommend her any day, She was very calm and professional, Overall I enjoyed my visit. It was very pleasant.

The impression kit itself is very easy to use and turn in. However, considering I had confirmation of receipt of the impressions Feb 15 and it is now the end of March with no word of any touch up retainers forthcoming, I’m giving the experience as a whole a very poor review. I have contacted the company several times and have yet to receive a single response. Your customer service is nonexistent. I currently regret ever engaging your company.

My scan went ok... Very "salesy". During the appointment the rep submitted my insurance info. Five days later, no email about my insurance status. I looked it up on my own. My insurance "could not be verified". I submitted the info again online. Four days later.... nothing. Once again, I looked it up myself.... "could not be verified". I filled out the online form again... Called customer service and walked through submitting my info together. Again... nothing. I completed the online form yet again and had a rep complete it via chat.... nothing. I emailed the insurance department and received nothing back for 4 days. I have orthodontic coverage, I verified it myself. I canceled my membership and have an appointment with Invisalign.

Ashley was my SmileGuide and she made the whole experience so much fun! The space is very welcoming and clean. Ashley first had a conversation with me about why I want to start with aligners. She was very personable and warm. She then took pictures of my teeth, then started the scan, which took no more than five minutes. Ashley then gave me a bag with all the info I needed and sent me on my way. I highly recommend!

Was never updated on my order. I had to call to see what was going on, now all of a sudden they're ready. Was not happy with chat. What should have been a 2 min call took 15 min. The person I messaged with would not respond quickly, he asked a question. I responded then nothing for a long time. I contacted SmileDirectClub back in 2021, and now it's soon to be April 2022.

The process was so easy!! If I knew how easy it was I would have started the process years ago! And the office was nothing like a dentist and Jammie who did the consult was super friendly and helpful! I was in and out in about 30 minutes and felt ready to roll!

Impression kit was very easy to use. I am upset that no one from the company will answer my questions regarding insurance coverage. I won't do anything as far as ordering until I hear back. I am getting hit hard with emails and text messages but nobody will answer my question.

It was a pretty quick and painless experience. The technician was very friendly and helpful and had great answers to all my questions. I thought the scanning technology was pretty cool too, I got to see what my smile will look like when I'm a skeleton.

Every single person I talked to was very professional, very knowledgeable and very helpful. I felt like they were really excited to help me with my adventure to help correct my smile, which has been an issue for me my entire life.

The man who called me today (I can’t remember his name) was AMAZING! He told me my impressions were approved and he was just SO nice! He truly made my day with every word he said! Every business needs more employees like him! I raved to my employees about my call experience!

After a week of waiting for my email with the 3D transformation and not receiving it, I called. After 35 minutes listening to a recording that estimated time of wait to be 10 minutes (!), I finally reached a rep. He checked my account and nothing had progressed as my pictures didn't match my 3D. Since I went to the office in St. Louis and my smile consultant took the pictures and did the scan I have no idea how they were not matching. They offered another appointment at the office 45 minutes away, but I wasn't a fan so they sent me an email with confusing instructions on how to take them myself. Apparently I'm a better photographer than I think as my little iPhone pics worked just fine. Two days later my emailed aligner plan came in and I've had 2 texts, 3 emails, and 4 calls. Annoying a bit since I didn't receive a single contact when I was waiting for a reply. I may still give them a try (am I nuts?) because I want the results but I'm a bit worried.

I have a wonderful visit back in February. The woman helping me was charming, honest, and made me feel very comfortable with the whole experience. I’m from out of town and have been worried about traveling while doing this and she was very reassuring. She exceeded every expectation and would 100% give 11/10 stars!

The gentleman who checked me in kept talking over me, was condescending and obviously lacked customer service training. I had gotten an online appointment but they could not find it in their system because in the past I had used my email to get an appointment for my son. He kept saying that like it was my fault that your system ties a person to an email. The rest of the staff including the young lady who did my scan was not much better. She was trying to be courteous but was kinda out of it and not great at communication.

They basically took money from me without my authorization and before I even ever got my result scans, and after I specifically asked the lady doing my scan and taking my information if this would happen, and she looked me right in the eyes and said no. One week later I’m short $250 in my account without my knowledge and consent.

I drove almost two (2) hours to Sacramento, and it was worth the drive/time for the technology scan vs taking impressions at home. Thousands of scans were taken in a very short period of time/no pain/easy. I was in and out in a short timeframe and felt well taken care of. James was prompt, helpful and thorough. I have not received my aligners yet, and it has been almost two (2) weeks which I was told was the "fast track" because I paid full price So... waiting :-))). Thank you for a smooth office visit! Kat **

First of all, when I got back my treatment plan there was no treatment plan for my bottom teeth or an explanation as to why that was not included. I had to call support to find out. I'm already upset at this point because I felt as a customer I'm not important enough to give an explanation to. Secondly, even though I can only get my top teeth aligned the cost is the same! Even though this is absurd, I probably would have purchased the top aligners HAD AN EXPLANATION been given to me initially. Two negative experiences already - I won't be giving this company my business. Also, I would recommend changing your hold music as it is extremely annoying.

I became a customer in the Netherlands in June '21. The results of the first treatment (4.5 months) were disappointing and a new treatment plan was created. This new plan contained 9 aligners (3 months) but still the results were not as expected after finishing the treatment. In the meantime, all locations in the Netherlands were closed and it has been a challenge to get in touch with the company ever since. I received a self impression kit so that a third treatment plan could be made. I have sent this kit back to SmileDirectClub for more than a month (!) ago, but still the new plan has not been finalized. I have lost all sense of confidence that SmileDirectClub can deliver its expectations. I have also sent a letter of complaint weeks ago but did not receive any response yet. It feels like a complete waste of money (1750 EUR)!

I had the kit sent home but I didn't do well. Then, I got an email that SmileDirect was going to be in town to do a little pop-up shop and I went and did that. That was much better. I had a 3-D thing and it wasn’t very long to get my aligners. They are comfortable for the most part. They’re shifting your teeth so there were a couple that were hard to get in. But once they got in, it was okay. That was at the beginning of it. I have my retainer now.

Followed the directions on the booklet and watched the video. Very helpful and easy to follow! Step by step guide was great. Was helpful to have my daughter take the images with my phone. Stick label on and sent back. Easy peasy! Was very happy w the process.

My initial experience: I have been trying to contact someone ALL DAY! I tried the online chat which was zero help. Then I called and was told I had a 20 minute wait and requested a call back. It has now been 3 HOURS and I still haven't received a call. I made another call and this time waited on the line. I have been waiting more than 30 minutes and the announcement keeps saying I have a 30 minute wait. This is ridiculous considering my question is that you received my imprints 11 days ago and I still haven't gotten any info.

I think this smile plan is great but when I went to use my insurance and pay the remainder cost in full I was told I had to purchase the aligners without insurance and would be reimbursed later. Umm I think probably not.

This whole process is super slow. The impression kit came with a broken tray. I emailed and called about it with zero response. So I used it anyways. Uploading the pics was a huge pain and never worked. I had to be online for over 30 mins with customer figuring it out. That was already over a week ago and still no email on when my aligners will be ready for purchase or really anything about them.

It took a second kit to get my gum lines, but it was simple! I liked how it was clean it was. The putty didn’t taste gross or make my teeth feel weird like it does in the dentist for braces. I did have a difficult time ordering the second kit for some reason, but eventually it came and from there it was smooth sailing. Overall very easy to do!

I received the wrong aligners, then when I got the correct ones they were cut wrong. I asked for a refund and to return my insurance back so that I could get my teeth done elsewhere. It has taken several weeks of cling every day to get some resolve. I have sent emails and left voice-mails for Victor the account manager to get back with me, and he hasn't. The smile experts have been more helpful then he has. I finally got a email on 3.25.22 after wanting to speak with someone other than the smile expert team. It stated my refund has finally been issued but said nothing about my insurance. This whole situation has been a nightmare, I will not tell anyone about Smile Direct Club, this has been exhausting.

Ana and Juan were amazing!!! Both very professional, knowledgeable, friendly, and outstanding customer service. They both made me feel very comfortable, and answered all my questions. The Glendale staff is great and I'm excited to start my treatment. Thanks Smile Direct!!!

It was easy and none messy and I can't wait to get the perfect smile. This is affordable. Not too bad on the price. I'm excited for them to come in the mail. I been waiting for a long time to do this. A great way to get started.

I went for the scan and they walked me through what kind they were going to do. They did the scan and showed me the areas that needed to be tweaked and went through the paperwork. They showed me the normal cost and they built out my plan. Once that was built, I got a box with all my content in it. It has instructions per package on how to wear the product. It was all very clear, easy and made a ton of sense.

Nichole was so patient and informative with the whole process. She went step by step, what was going to happen next and how everything works. Most of all answered all my questions honestly. I’m going to be 65 years old and was worried I would be rejected for some reason. She assured me that lots of people get aligners at later age, they just didn’t post their results. I’m going to send in my results in a few months!

I was promised that the order would arrive in 6 weeks after my appointment by the end of January. I am still waiting for my aligners and it's almost April now. The staff were nice but they could've been honest about the duration of when my orders will arrive. I will wait for a week and cancel the order if my aligners don't arrive.

I was specific about my need for nighttime aligners. I paid an extra 100 to ship early and received wrong aligners and not the treatment plan I expected. I have called twice and 8 days later no human has called me to discuss. I also don’t think I should have to pay the100 again to ship. Customer service has been awful and I’m regretting this!

Everything was seamless. If I questioned the time frame they stated and called the number, they were very responsive. If they didn't have the answer, they put me on hold, came back, and had an answer. The wait time was normally limited. So it was good. I'm finished to the point where I don't have to do the 22-hour daily. So I'm in the first six months of the night only retainers and I'm about a month in right now. The aligners were comfortable. But if your teeth need to be straightened, you will feel the pressure. But they provide an emery board file to shape those aligners, but I personally took a pair of scissors and shaped them accordingly, not to obstruct what they are doing to align my teeth, but so that my tongue didn't feel like it was rubbing against something. So I was able to maneuver that without any issue.

Great shop, great service, great smile. The staff was very friendly and helpful; explained everything and answered all my questions and just made me feel comfortable and don the Earth and thank God cuz I was already sensitive about my teeth and my smile. The only thing that was kind of out of the way was the front entrance and me having to get in but once I was in...Perfection, smooth sailing.

My experience with Smile Direct was phenomenal! I was happily received by Jay, who proved to be very knowledgeable about the process and steps. Jay made me feel super comfortable and sure about taking the next steps to my perfect smile!

All in all, SmileDirectClub started off strong but then they left me alone which is nice. The only part I don't like is it's a computer system. Even though they say you can ask questions 24 hours, there was no response because it's a computer and they just send you to different areas to look at. On their advertisements, they say, “We have 24-hour service.” They do, but it's automated.

The girl was really nice that helped me but I felt the entire time it was a sales pitch. Every time I had a question it was answered quick and not with proper response. Then I was asked to pick how I wanted to pay. I was shown an iPad which had 2 options for 4-6 months liners. I told her I wanted overnights which were 8-10 month liners. She said she would correct that. I signed and gave credit card info. On my ride home I realized she didn’t fix it before I left. I called, of course didn’t get the store but had somebody answer from another country and told me I can’t pick overnight liners that needs to come from the dental team. Long story short. I received incorrect information, felt rushed and didn’t get the correct information but they received my credit card information

The appointment went quick, maybe too quick, and was very informational. Girls were really friendly. Would recommend going to the office if possible, however, haven't gotten aligners just yet and have not started treatment so I don't know about that part yet, but will update that after treatment.

Everything has been amazing so far. Cannot wait for my Aligners. The only thing I would’ve changed was it was kind of hard to get in touch with customer service, but seeing what my smile is going to look like has me wishing I will receive my aligners faster! Can’t wait!

Everyone was pleasant, however the person who did my scan stated that after care treatment involved ONE retainer for the cost of $99 and that no replacements would be needed unless damaged or lost. The website contradicts this; apparently retainers have to be replaced regularly. I am glad I did further research.

Although my 3D scan was a pleasant experience, I have been waiting for my order for almost a month now. I was quoted only 10 days. I have not received any updates, either. I am disappointed so far. Please assist.

As an older adult, I was hesitant to walk in but was greeted warmly and professionally, The woman in the lobby was willing to answer initial questions. The Smile Guide Misshasha was also very friendly and put me at ease. The pictures and scans were not a big deal although I think SDC should consider different sizes for smile stretchers and I'm still unsure I'll be able to handle that when the time comes. I am looking forward to receiving my aligners and hope the treatment resolves something I have hated about my smile since elementary school.

I was impressed when I received my impression kit so quickly and how organized the kit and instructions were. I returned my impressions and waited patiently. I received a rebate for the kit in the form of a virtual visa gift card which no one at Smile Direct Club has responded to me on how to use it. I waiting in queue to chat and the chat rep ghosted me when I asked. I had previously emailed asking how to use it and no response. I will not be purchasing any aligners because now I feel like I am being scammed. The first look I had at “my new smile” was not even my teeth! So not impressed…

We were never told it’s only a four month program and my 3D Scan doesn’t look much better than what my teeth look like now! I will NOT pay $1950 for this. Completely unacceptable. I was also told we’d get the 3D scan 4-5 days after and my aligners 4 weeks later. It’s 4 1/2 weeks later and I just receive my “new” smile scan today. Please correct me if I’ve missed something on my 3D scan

I was only interested in treatment for bottom teeth, I sent a note attached with the pictures, I have tried contacting you but I feel you are not considering my request or needs. I feel you are pushing me to purchase the entire treatment when it’s not necessary.

Having my examination with Claudia today was an absolute pleasure! She was over the top kind, genuine, helpful, and patient. She answered any question I had in such a charismatic manner. Smile Direct Club is truly blessed to have an employee like her! I cannot wait to see where this journey takes me and I get to have a new and improved smile. :)

I had a good experience at Smile Direct in Boca Raton, Florida. I was treated by the staff in a professional, courteous manner. I received my consultation and received a call from the corporate office several days later. Unfortunately I wasn’t a candidate for a full mouth aligners, only uppers so I chose not to move forward. I never felt pressured by anyone. I only wish I could have received a upper and lower alignment.

It's been 2 weeks and I have not received any updates. I have not been sent any information. I am excited to start and I am disappointed. I have not received the $25 gift card Visa. I wonder what the holdup is. My credit cad has not been charged.

Person taking scans asked too many unrelated questions… What do you do for work? Why did you want to become a teacher? What are your hobbies? I have not received my 72 hour ‘quote’ email yet. I am still waiting to get my follow up email. They said would take 72 hours, it’s been a week.

I personally didn’t like how SDC handles each unique case. My top teeth were approved but my bottom teeth weren’t. I believe that during the scan that SDC should be upfront on expectations. Also SDC makes it seem like I was going to be a good candidate the whole time. I was appalled by being asked to pay the same price to only fix the top teeth when my bottom teeth weren’t approved. There should be different brackets for different situations as no person has the same situation. I would not recommend this product as it’s only aimed for people with small improvements. Also pictures on website are misleading as they are some severe situations that go past the 6 month cap.

I got a 3D scan and told them repeatedly I was issuing insurance but they charge me 2 days later using the card I used to book the appointment. I never authorized to be charged for a deposit or agreed to a finance agreement.

Service at the smile shop in Aldgate was good after waiting 15 mins past appointment time. However it’s been over a month and have still not received my 3D plan. Have made countless efforts to get in contact with SDC which have been useless or unable to get through by phone, email and live chat. Used the phone service to find out what’s happening with plan and selected the call back option, no one ever called back. Tried again and was cut off before I was able to get any info. Emails have all been ignored and live chat is never available, have tried on at least 5 different occasions at different times. Bad service and now don’t even want the plan if this is how any future issues during treatment will be handled.

I received my aligners Sept 2021 and it was going well until I went to switch from “#7” to “#8”, and they would not fit. I contacted Smile Direct Club (SDC) 12/7/21 to notify them of the issue and was told I’d receive a response in 72hrs. I never received a reply and had to contact SDC 3 more times, when a representative finally scheduled me for a new scan at the local office in Boca Raton, for 1/12/22. It was also at this time that I told the representative I wanted to switch to nighttime aligners as this option was not provided to me previously; I was told it would be no problem. At my scan on 1/12, I relayed this information to their office and was told they’d make additional note of this for the Dental Team to ensure my request was complete.

Very friendly crew. Made me feel important. Addressed all my concerns. Was doubtful about using SmileDirect but they convinced me to go with them. Very knowledgeable. Expected to be sent away because of the condition of my teeth but felt anxious to proceed after my consult which I researched for years. Thank you everyone at the downtown location.

The worst experience of my life. From price gauging to faulty aligners and no reminders. I went in to get scanned for a second time because my teeth were not ok. My bite is off and so is one side of my mouth. I ordered 100$ Retainers and they don't even fit. I'm going to consult with a lawyer. 2 months later I still haven’t received my second treatment. I was told that it was never processed. So retainers don't sit and my teeth are moving they forgot about my second treatment. Never again.

My boyfriend paid the $1950 in full. Got them in the mail. They are so uncomfortable. I Hate hate these. I want a full refund. Thank you. I thought I would like them. But not everyone likes them right? I didn't realize that I sounded like a 4th grader with a lisp. That is not okay. Anyways I just want to get my money back. Ty. I registered my aligners as well.

This was a a great and fun process. I truly enjoyed doing the molds and seeing how the system could transform my smile. Unfortunately the main problem I need to fix is my overbite and this program unfortunately won’t help with that. I would still recommend to anyone need help with their crowding.