Received aligners 8/2019 that were the wrong fit they belonged to someone else. Smile Direct had me get a re-evaluation 10/2019. I didn't receive he new aligners until 1/2020 those didn't fit as well. I requested a cancellation. Smile Direct would not cancel the order, they gave me the run around. I shipped the aligners back on 3/28 and they still haven't cancelled. I now have a collection agency calling me and can't get through to anyone that can help me at Smile Direct. I keep being told that they are waiting to count my aligners before I can receive a refund.

Received my first aligners within the 3-4 week allotted time. Month 1 Week 1 fit fine. Month 1 week 2 had fitting issues. Was instructed to try Month 1 Week 3/4, didn't fit way too tight. Had to come back for another scan. Second batch of aligners never showed. Called to find out what happened. Was told they lost the second batch. Case manager said their records show a batch to be delivered the next day. I was confused. The next day came and gone, no aligners. Called to cancel my whole subscription. Was given instructions on returning original aligners with a possible refund. Should take 7-10 business days after receiving original aligners. Two weeks passed with no update. I called to find out status. Was told nothing was passed on to Case Managers, they are doing so now. Have to wait another 7-10 business days. This place is a joke!!! Incompetent company, wouldn't recommend!!

After nearly six months of ill fitting aligners, I asked about the length of time I needed to wear the retainers. They had the nerve to tel me for a lifetime! 100 X 2 X 25 = 5,000 on top of 1,895 for the aligners. What a ripoff! And on top of everything my teeth aren't even straight and my side gap is not closed. False advertising!! Can we say BBB complaint.

Could not edit typos, had to resubmit with corrections:

I have 4 teeth that has fallen out as a result of using Smile Direct Club aligners. I've spoken to 3 account rep over an 1 1/2 year period who had me send in cell phone pics of the damage to my teeth. I went to a dentist and had dentist take professional pics to send to them. He told me they could not accept them, and that it must be pics from my cell phone. Really? I took more pics and sent them and they said it didn't fit the format of the templates they sent me. Long story short, they said after reviewing my initial scans, they saw that I had damage before I was approved for the aligners and decided to approve me anyway to help me improve my smile. Here's the kicker, they continued to charge my account even a year after they knew my teeth were broken out and that I had a terrible outcome. I finally had to go to the bank and fill out forms to have them not to be able to charge my account again. They came back and started charging my account again. Which made me have to change my debit card information and put on file that they had no right to withdraw money from my account. I filed a complaint with the Better Business Bureau, and they lied and said it was my fault that the product didn't work because I didn't order the retainers. Why would I order retainers when the aligners resulted in my teeth damage. The saga continues.

I have had the worst experience with this product. My issue was my lower teeth which were slightly crooked. I had no issues with my top teeth. Now my top teeth have two gaps that were never there before. I am awaiting my THIRD set of aligners to fix what their team of "experts" has done. This also include altering my bite overall.....picture this....I can't take a bite from a piece of pizza.....I have to use a knife and fork. Go to an orthodontist AVOID THIS COMPANY! Even their customer services is awful! Super sad they jacked my teeth and have zero empathy.

I signed my daughter up in June, paid in full up front. It's a 5 month program. Seemed great at first, the entire kit arrived about 2 weeks after our appointment. Month 2, my daughter lost 1 aligner. According to their website, a replacement aligner is $50 and takes 3-5 weeks to ship. I called to order a replacement aligner and the rep was extremely rude and tried to charge me $100. I kept referring to the website, which he refused to go look at their own FAQ's and he continued to become more and more rude. When I asked to talk to a supervisor, he informed me that the supervisor knew the prices. I had to continue to insist on a supervisor as the rep became more hostile and finally transferred me to a resolution specialist who said yes, a replacement aligner is $50. I called back and ordered the aligner after double checking the month/week that was lost. 10 weeks later, I have not received the aligner. I have called and gone through the facebook customer service and they apologize each time and say they'll email me when the aligners ship. I received an email at the beginning of October guaranteeing the aligner would ship no later than the end of October and here we are in November and guess what? The aligner hasn't shipped. And they acted like they were giving me a bonus when they said as a courtesy for the delay, they were going to give me two weeks more of free aligners, $189 value!. Great, so she can be in aligners even longer? We just want the one we paid for in a timely manner, that you advertised on your website! They did say today that they were refunding me $100 to my credit card for the delay, but again, I just want the aligner that I paid for! I'm beyond frustrated with this company and wish I had never signed up. It's not worth the headache.

I was really excited about getting my aligners and getting my teeth straightened. When I went, everybody was really nice and I was given a lot of information. I say that only because upfront is where they have you sign on the dotted line and get your money and commitment. Once you receive your aligners don’t expect much help from there. I had difficulties uploading my photos of my teeth for them to supposedly be checked. No one ever followed up with me or helped me get the pictures to them, there was no help whatsoever. As far as I know a dentist has never looked at my teeth. They’re OK they straighten the top but not the bottom. I have waited since June for my retainers it’s been one problem after another. The last email I received from them was a promise of three retainers and a refund of my money. They arrived today to find out there was only one retainer in the box. I still have not been issued a refund. So once again somebody lied to me, like they did all the times I called on the phone asking where my retainers were. By the way they took the money the moment I ordered them. Then when I went to use my whitening that came with my retainers there is something very wrong with it! It burned my mouth!! So badly that I couldn’t eat for a week. I thought that must be a fluke I have tried all four tube’s, all four burned my mouth! I’m still having difficulty with the sensitivity and burning in my mouth when I eat food.
I wish I would’ve used in Invisaline the original inventors of invisible aligners. I think SmileDirectClub is the Walmart at teeth straightening. DONT WASTE YOUR TIME AND MONEY

While waiting to receive my 3D custom plan, Smile Direct Club (SDC) sent me a document called "Retail Installment Contract" (i.e. the financial agreement) with my name and initials forged.

From there, I reviewed my credit card account and saw that SDC went ahead and charged the $250 down payment to my account. I got in contact with my credit card company who then proceeded to contact SDC with me on the line.

The SDC rep on the phone tried to make it look like that I signed the document when I visited a SDC location UNTIL I pointed out that the signature was dated days before I even met with that rep.

Needless to say, I am not going with SDC.

I advise anyone who plan to invest money with SDC to carefully review ANY document they may send you.