What started as a great experience at the Wilton office of Smile Direct has turned out to be very frustrating. Before I rant, please note that the Wilton staff is excellent, so this is not a reflection on them but on the parent company.
After the initial 5-month treatment I went back to the Wilton, CT office and was told that I would need to continue treatment since my teeth weren't 100% straight. That was on Aug 2. For reasons which no one can explain, the new aligners were not ordered for over 3 weeks. It has now been almost 10 weeks since the revisit and 6 weeks since the order was placed - not the 4-5 weeks turnaround which is advertised.
I have now worn a set of 2-week aligners for 10+ weeks; the bottom broke in half a month ago so I have been wearing it in 2 pieces - and the top also has a large crack. I'm certain they are not doing the job and my teeth have already shifted. I have called several times and am repeatedly told that the aligners should arrive shortly. Last week I was assured they were "in production".
Today I decided to reach out via email instead of phone. I was assured that they would be shipped on October 20th - 2 weeks from now!! What happened to "they're in production"?? And since Oct. 20th is a Sunday, that's hardly credible...
I am now concerned that the new aligners won't fit when they finally get here as I really can no longer wear the old ones. So while I was originally very happy with the progress of my teeth, it has been 2 steps forward and 10 steps back... Really SmileDirect? I know you charge less than the local dentist but I expected better than this.
Review by Botros1 month ago
I accomplished my goal with your help, in the amount of time you said it would take me. Thanks for my new smile!
Review by Sunimal1 month ago
My teeth are much improved, but bottom tooth still not straight and aligned. Top side teeth are pushed out for some reason, they were tucked in right spot until I wore aligners. But overall better than they were.
Review by Yamez1 month ago
Charged me against my consent and now putting me through the ringer to process my refund, hoping I get my full refund...
Review by Sahbi1 month ago
I just had my 3D scan today in London and I am so so pleased with the service I received from the moment I walked in ! The staff are so lovely and friendly especially my amazing SmileGuide Izabela who made me feel so welcome with her warm and bubbly personality. The whole process was so smooth and very informative. I would just like to say a huge thank you for being so great!!
Review by JuliaWalters Mackevych1 month ago
The support teams are attentive, and helpful. I would recommend doing xrays, because it will avoid more complications as the process goes, and then less time spent contacting support.
Review by Tisch Awosunle1 month ago
I signed up August 28th. Received my impression kit the next day August 29th. I did my impression kit and put it in the mail the same day. I also uploaded my photos the same day. I received confirmation in my email that both were received and approved. Then i didn’t hear anything. I spoke with customer service and there was an issue because i had another account under a different email that i had cancelled an order last year. They were pulling information from both accounts instead of just the one with the recent impression kit and photos on it. So i was told i had to wait 24-48 hours for them to join my two accounts. Cool. I waited for a a few days then contacted customer service again. This time the rep said the previous rep was mistaken and that it would take 7-10 days. A week later and still nothing. They’re still saying they need to join my accounts and make a smile plan. I asked for a refund on the impression kit then and was flat out told no. I’m so tired of getting the run around and no actual help to get a smile plan.
Review by Candria1 month ago
Amanda at SmileDirectClub in GB was amazing. She was so helpful and made you feel very comfortable. Thank you for my experience Amanda!
Review by Katinthehat1 month ago
I love it and Reine was amazing she did a great job. I would recommend them :)
Review by Webble1 month ago
Why was I dubbed.
My teeth are not in need of a huge amount of movement but do require treatment for the perfect smile. So I went to the shop and had my scan. The price swayed me to confirm I was happy to proceed.
Payment was deducted before I had even seen my 3d results. Which I was not happy with (final position was not straight teeth) so this was reviewed and adjusted after two more weeks
I have a permanent retainer on my lower arch to which my dentist advised strongly against removal.
I contacted smile direct to update with this information. I was told the dental team would make contact to discuss my options. With the view of cancelling as I would not be happy to pay the same price for just upper teeth treatment.
I was under impression that this meant the delivery would be on hold
Nope, they sent the retainers and now told me I have to pay return shipping.
I have rang, emailed and engaged in live chat. Each advisor tells me a different version of policy. But basically I have to wait 3-4 days to cancel, 3-4 days to speak to a manager and 3-4 days for the parcel to arrive before I can return.
This sounds all very trivial but this is a summary of over eight different conversations.
The saving really worth such a disconnected remote service. Initially I thought so. But now, not so much.
It has been two months since I parted with ALL the money upfront and I cant speak to any decision makers or gain clarity as to when I will be refunded.
Recieve overtly apologetic words but the overriding decision is...we move at our own pace and wont answer your queries or disputes as and when they arise. Imagine if I had an actual dental issue.
How can you provide a remote service but not have the staff to implement. I am glad I am cancelling. Just hopefully get my money back this year.!!!
Review by Poley1 month ago
Hi I was very excited to get my aligners for Smile Direct however that is fading because at the end of my treatment I needed to extend my time. They brought me back and re took pictures and said I was approved for additional aligners however it's been almost 3 months and multiple text messages and phone calls and I still dont have them and they wont give me a time frame. They did tell me that I got pushed to the back because they were busy with new customers coming in and felt they were a priority. I have to say I'm still in limbo not happy customer. They could use better system and much better customer service. I still dont have straight teeth or the glimmer of hope now that I will ever receive my aligners to finish the straightening process. Really reconsider the cost it might be much higher than they tell you. All said and done I should have went with the other company instead. Feeling very disappointed and frustrated with this process. Nothing from the company to make it right at all.
Review by Lynnbug1 month ago
So far I have had an exemplary experience with smile direct ! I’m actually pleastly surprised because i didn’t know what to expect with this company because of the mixed reviews. Everything has moved fast and efficiently. I came back from travelling and the next day I had an appointment at the SmileShop the NEXT day! That made me wonder why there was such free availability but I went with high hops to the SmileShop and all the ladies there were so friendly ! I liked the idea of going to an actual building and getting a 3D scan of my mouth so it can be very accurate. The appointment took 30 minutes and within a couple days I was approved to get my aligners ! The website showed me what my end results will look like but for some reason it hasn’t been loading since last week... I called customer service they say the website is having issues. Speaking of customer service... I was expecting Slow/bad customer service because of the previous reviews but I have been able to get on the phone with someone within 5 minutes everytime and the customer service staff are insanely friendly.... like almost too friendly lol to the point where it feels fake but i appreciate their effort . Lastly , i received my box of aligners within a week!! Legitimately. I was so surprised because it said they will be shipping within 5-6 weeks! The entire process literally took two weeks, from the time I got back from travelling to now (my first day wearing my aligners). They feel tight and are kinda of painful at first but the pain subsides after 5 minutes of wearing them. I feel like i will eat less because my teeth are going to hurt everytime I take the aligners off making it hard to chew but the pain only last 5/10 minutes. Overall I am loving this entire experience and for the record I am Canadian.
Review by Astina2 months ago
I loved my initial experience. I went in to have my scan done- the staff was friendly, quick, and I received my aligners shortly in the mail. My treatment was longer than I initially thought it would be but didn’t have any issues and was happy with my smile though my dentist had concerns regarding spacing. The end of my treatment however has been extremely frustrating. I moved cross country during my treatment - I called 3 times and updated my address online to reflect my move. When I ordered my retainers they were listed as shipping to my old address- I called again and was told it would be corrected. It was not- my retainers arrived at my old rental a few weeks later. When I called- the customer service rep told me that my address was changed in the system and they were sent to the correct place. When I told him they had not he asked if I could just drive to pick them up- from Ohio to Tennessee. A new set was sent and arrived close to two months after my treatment was completed. I was not told the retainers would be a continuation and would further shift my teeth prior to them arriving. Therefore contacted regarding the concerns my dentist had between the end of my treatment and the arrival of the retainers. A second scan was scheduled and my retainers arrived the next day. My dentists concerns were corrected with the shifting from my retainers- and a continued treatment was no longer needed. Once again I emailed and called and was told the manager of my treatment would be notified that I was satisfied with my results and no longer wanted additional aligners. 3 weeks later- this evening- I got an email stating my aligners for an additional 2 months treatment were shipped. I’m disappointed that so many of my attempts to reach customer service were unproductive despite being told that my file had been updated. I love the product but customer service made this an exhausting and frustrating process.
Review by Mujey2 months ago
Horrible. First treatment plan with smile direct club was thrown off when it took 8 weeks to get a replacement set of aligners and now I was getting ready to start my new plan from my reassessment and my aligners didn’t show up and I was told it would take another 5 weeks for them to be remade and shipped. I requested a refund and Was told I would have to wait another three or four days to even talk to somebody about that. I’m sick of jumping through hoops and just want my money back for a treatment I’ve never actually been able to complete because of this company.
Review by Krupti2 months ago
Getting my impression kit was a series of issue after issue, so I didn't get any further in the process. I have 0 confidence in them after all the trouble so why go through more stress.
Their customer service team are badly trained and uninformed. I've basically been told the issue isn't common so deal with it.
Review by Aiyanna Derrow2 months ago
They tell you all the stuff they give you in person is free.. the truth is they tell you up front it’s 800.00.. whenever they say the word free they give you a new receipt and tell you it’s 2000.00
Wake up. It’s better to go to a dentist. They’re aligners don’t fit in the latter half...they hurt.
Review by Latoyra2 months ago
They have poor after sales support. I paid my plan in full instead of installments and perhaps that's why they aren't working on my case promptly. One set of my aligners were mispackaged and I'm still waiting for the correct set. it's taking them almost a month now to address this despite following up with them through calls, emails and their web chat. They'll only reply like robots sticking to a script and not actually do anything about it. I wish I found this website earlier before I purchased a plan with them. I am very disappointed since apparently my situation happens often based on the reviews here.
I sometimes feel like they are a scam every time I follow up with my request. They are not transparent and don't give helpful information
Review by Raiyine2 months ago
I visited Manchester for a 3D scan and I clearly stated I wish to receive a treatment plan before I make a decision if I wish to go ahead with the purchase. I was advised this would be sent to me within 72 hours. Instead I received an email stating my order has been dispatched and I was charged £1,499 without receiving a full plan as promised. I haven't even decided yet if this is suitable for me. I emailed stating I do not wish to proceed with the order. No response. I rang the customer careline and was promised to receive a notification stating the refund was processed and the treatment plan within a couple of hours. Hmmmm 24 hours later nothing was received except tens of adverts from SDC. It makes me wonder if anyone actually processed a refund? Reading reviews now when there is no care provided when things go wrong I don't think I would risk it and let SDC to treat my teeth. The issues people state they get are not worth a risk to me. I am also shocked reading SDC doesn't have a professional orthodontists to take care of people while having treatments to prevent these awful situations described in people reviews. These people should take to the court as care should be provided throughout the whole treatment process. Company seems to be very quick in charging the fee. They ask you for card details before your initial appointment and charge it for the product before you even decided if you actually want it....
Review by Loka2 months ago
The SmileDirectClub was a successful experience. My teeth have moved together and are in alignment. Also, my overbite has been corrected. There were times when putting in the new aligners, they felt too tight. I would take them in and out a couple of times and then they would be OK. I am now wearing the retainers at night, and I am surprised how tight they are at first. I think my teeth are trying to go back to the old alignment. I realize that the retainers are very necessary. When I had questions, the people at the SmileDirectClub were very helpful. I love my smile. Thank you!
Review by Jagendran2 months ago
This is the worst customer service ever. After spending $1700 on these aligners they never showed up at my door. I called them and they were suppose to send another set. I was told they would ship out in 10 days. I waited nearly three weeks and NOTHING. I decided to cancel. A chick name Yasmine "account manager" was suppose to cancel this. I have been calling her for the last two weeks. She does NOT return calls. In addition the number that they gave me was not a real number. It is only a voicemail. I am now fighting with them to get a refund. I contacted my credit card company and next will be legal action against them.
UPDATE August 1, 2019
Smiledirectclub is now trying to force me to sign a waiver in order for me to get my money back. The waiver forces me to not mention this in anyway publicly (like I am doing now). They are trying to take away my rights to free speech and press. Here is what a section of their contract says;
"Releasor covenants and agrees that he/she shall keep strictly confidential and shall not make public, disseminate, release or otherwise reference, allude to, suggest to any person, agency or other entity, including but not limited to media or press, in any manner whatsoever".
I WILL NOT BE FORCED TO GIVE UP MY RIGHTS AS A HUMAN, AN AMERICAN, OR CUSTOMER. In this country people get paid millions of dollars in order to uphold this type of gag agreement. I am not getting ONE RED CENT!! This is MY MONEY right from the beginning.
Smiledirectclub YOU WILL NOT STRONG ARM ME INTO ANY SUCH AGREEMENT. This agreement is an insult and I will support any public entity that wants to report this story!
UPDATE August 4, 2019
The "account manager" Yasmine emailed me a letter stating that they, "are not holding my money hostage". She wrote;
"This is Yasmin, your account manager with SmileDirectClub.
No one is holding your money hostage or forcing anything upon you under duress. ..... But you will not receive a refund until this is done (signed contract). "
DO THESE PEOPLE NOT HAVE ANY EDUCATION? Firstly, they are trying to force me to sign a contract in order for me to get my refund, in which I DO NOT want to sign. That means that I would be signing it under "duress" (look it up). Secondly, they are holding my money until I give them something (a signed contract that takes my rights away). This means they are holding my money hostage (look it up).
Review by PiqPiq2 months ago
I was just starting out with Smile Direct looking to save some money over other products and things did not go well. I made impressions at home as I live well away from any of the scanning locations. I returned the impressions as instructed the day after I received them. Instead of hearing back that they had received my impressions, I received near a dozen emails asking me to return the impressions. Of course, I already had and had done so via their shipper with their pre-printed label. I contacted Smile Direct thrice asking if they had, or had not, received the impressions and all I received was the run around. On one occasion I was told they did not have them. On another occasion I was told they received them but could not find them. I was also told a new impression kit would be sent but that has not happened. They just cannot seem to get themselves organized. I am lucky to have found this out early on while I am only out a small amount of money. I'd hate to have this kind of service and lack or organization should I ever have had a problem with the actual product.
Review by Davo Kinzl2 months ago
They have ruined my smile. I am so unhappy with the long wait times and general statements regarding the aligner arrival time. My aligners kept breaking and I kept calling stating that there was a problem. They placated me like I did not know what I was talking about. Something was wrong, my teeth were not moving with the aligners. They finally agreed to reassess and I have been waiting the 5 weeks they stated it would take to make my replacement aligners, this was inexcusable all by itself.
I waited and I called today and now I am being told that because of demand, I have to wait several more weeks and they cannot tell me where in the process of production my aligners are in. I am in the middle of my smile journey!!!!! I am not a new customer waiting to get started.
Every day that I am not in an aligner set my teeth to shift and move. My teeth have already shifted since they scanned my teeth over 5 weeks ago. Will I be expected to wait another 3 months when these aligners do not fit. How is it that you do not have a process for replacing aligners expediently? I am not a new case. I was 4 months into my journey.
I want a full refund!! I cannot move back to my old aligners because the last 5 sets broke and I cannot move up because I have moved through to M6-W3/4 and they broke because they did not fit!! I was told to try to work them on with the chewies but they broke within hours. I am left with nothing and no one seems to think it is important or care. I was told to buy night guards and try to keep my teeth from moving as if spending 2000.00 wasn't enough.
Review by Arbans2 months ago
where to begin... went for first appointment. they called several times to confirm appointment. went - lady was lovely. told her everything about my teeth history. no worries from her etc. everything will be sent to professional dentist to confirm if you can have them or not. got auto emails saying my plan approved by dentist. so, i thought, yaaay i can have them. 4 weeks later get delivery. read booklet - last page. ‘the lawyer bit’ - customers who have dental prosthetics should not use aligners. advised to contact dental team - they advise you can still use them but at the end of the treatment you may need to replace dental prosthetics. why the hell would i risk that!? also not told you have to wear 22 HOURS a day. cancelled 2 weeks ago and been waiting 2 weeks for call back from accounts manager. already spoke to him and he promised email to cancel but no email. won’t compensate me for the missselling, incorrect information and length of time they’ve been holding onto my deposit £199!!! apparently need to speak to accounts manager again. also facebook team rude and patronising last night. also sent another parcel yesterday but claimed it wasn’t them. it was! week later still no call back and still no refund... also several emails yesterday which made no sense - cause no one read notes from account.
Review by SuperSonDJ2 months ago
I'm at the halfway point of the process and see noticeable changes in my bite and the straightening of my teeth. I've been very diligent because I only want to do this once 😁 As a metal braces wearer in the past, I'm happy to see the years of past progress reduced to 1/3 time invested. Hopefully I'll be finished in 90 days 😁🤞
Review by Fridays Baganarapu2 months ago
Went for my consultation this afternoon and had the best time! Everyone was very polite and informative! They answered all of my questions without any hesitation. I'm so glad I've chosen to go with SmileDirect! And shout out to [email protected](S.D.C.) my consultation! She made my experience great!