Smile Direct Club Reviews

I would give them 0 stars if I could, This company is the worst ever! The agents that the calls are transferred to are absolutely unprofessional, they constantly harass and mock the customer and delaying and lying to the customer on the status of their order. This company is using illegal call centers.

The call center agents do not understand american regulatory policies and procedures. This company is a scam! I strongly advise any one who is wondering if they should use this company not to do it. Visit a regular dentist or invisalign. This company is also under a class action lawsuit which I am a part of. Buyer beware! Do not use them!

This is my first ever negative review I’ve ever written, so that tells you how detestable this company’s actions were against me. I first got my aligners 7 years ago and I have had nothing but absolutely horrendous dealings with the customer service. Orders placed and not received, no communication, no responses, no desire to make errors right, teeth shifting because my aligners or retainers weren’t sent when promised. Notes were rarely left on my account when I contacted customer service, so no one knew what was going on. I wasted countless hours and money, all for my teeth to have now shifted back to where they originally were. To their customer service, left is right and up is down. There is no reasoning with them and they will not uphold their side of the “lifetime smile guarantee”. I am happy to finally be free of dealing with their incompetence and I have made an appointment with a real dentist. I am hoping this review helps people not make the same mistake that I did.

Buyer Be aware, do not purchase with this company, they have many issues especially with creating and shipping your aligners. In addition the SDC reps that answer the support line are horrible, they are rude and try to shift the blame on the customer for their mistakes. Save your money and go with a professional dentist or invisalign.

I purchased the wireless premium teeth whitening kit & was unsatisfied w/ the results. The refund guarantee both on the box & inside is a lie. After refusing to give a refund, they will simply hang up on you. This is FALSE ADVERTISING at its best.

​I came into Smile Direct Club in Farmington Hills, MI. March of 2022. I was told the work was little so it would be an easy fix. My work was to take 3 months. Here it is November 2022 and I've had to come back THREE times now. Each time I'm told the last person I talked with NO LONGER works for the company (How Convenient). ​Now on my 3rd touch up I'm told my teeth cannot be fixed right. After a $1,800.00 bill Smile Direct doesn't know what they are doing. To top it all Crystal out of the Farmington Hills MI. office. Talks to me as if I am in the wrong for the company stringing me along for months.

I will not have to file with the BBB (Better Business Bureau) just to get a refund. For the bad Customer Service and work done to me.

Biggest waste of my money. I chose to try this because I only had one slightly turned tooth that I was unhappy with. After many months (full length of treatment) I have never been seen by a doctor, had anyone call to check in with me, and still have one slightly turned tooth that I’m unhappy with.

I reached out to cust. svc multiple times to inquire as to how this could be the end when I see no results. No answer. No response to email. No call. Silence. Of course they still collect payments monthly, and I now have to look for another place to get braces and shell out this huge amount of money yet again. Very displeased.

This company is horrible and its been 2 years now fighting for my last set and it is NEVER going to happen. They are awful, spend your time and money somewhere else. I called dozens of times and wasted a ton of time.

I spent months sending an impression kit and taking 3 rounds of photos for a set that was offered when I paid my account in full. They never made good on it.

The quality is very shotty and you will need to file every set with a nail file so it doesn't eat up your mouth.

My teeth are not right either, 2 are uneven at the front and sit in front of the others next to them on the bottom.

This company is the absolute worst to deal with when it comes to customer service. I have been trying to get a solution to a problem for FIVE MONTHS. I call, text, email, fill out the contact form on the website, do the online chat, and get zero response.

On the rare times I actually reach an actual person, I get told that they will pass my request to someone and they will reach out to me. I scheduled a phone call appointment for today in order to cancel the service.

Apparently I need to cut up the aligners so I have to speak with someone to find out how to cancel. I waited for two hours and nothing, and I even confirmed the time earlier in the day. I have been charged $88.89 a month and have not been able to use the aligners at ALL. I am beyond frustrated and furious, and am about to take legal action.

I absolutely urge anyone looking into this service to look somewhere else. This place is unbelievable.

Smile Direct is a scam. The 4 month plan you wear aligners all the time. The 10 month plan you wear them while you sleep.

I paid over $3,000 for the 10 month plan. I also paid extra for a retainer. I did everything as instructed. I wore the aligners at night and while I slept. I changed aligners each week.

My teeth hurt constantly, but I was told that was natural. After 4 months, I discovered I was out of aligners. I contacted Smile Direct and was told the dentist/orthodontist who made my aligners determined that my teeth wouldn't allow for the part time ten month schedule, so they went ahead and sent me the full-time four month schedule.

But they never told me or asked if I was ok with the full-time (i was not which is why I chose the part-time). The reason my teeth hurt all the time is because I wasn't wearing the aligners all the time because SD never alerted me that they sent the full-time.

They also never sent the retainer. Now my teeth look worse than before and three of them (including the two upper front teeth) have chipped due to the mess SD made. I asked for a refund and was given a $100 credit.

Now I'm looking at $12,000 for orthodontic work to stop the pain, partially straighten my teeth and repair three chipped teeth. Stay away from Smile Direct.

The initial service, promptness and professionalism are all great....just don't ask for anything else. I have been waiting 6 months for my retainers. After asking again in March, I was told six weeks. YESTERDAY, June 26th I received an email telling me that NONE of the 3 credit cards I had submitted worked and they didn't order my retainers. They tried to charge me on May 19th. I had to wait 5 weeks for a message? On top of that ALL OF THOSE CARDS ARE ACTIVE! And, I charged the retainers to one while speaking with a rep who could not expedite my retainers...BAD SERVICE!!!

Do not purchase from them. Demanding a bank card during Covid is illegal. Dropping the ball constantly and then after screwing it up twice wanting me to pay for another set that was offered when I paid the account in full. Basically ruined my experience of finally getting my teeth fixed and they still aren’t right.

At first I was excited about the results. I only needed to wear the liners for 4 months. After 4 months my middle gap was gone, however I noticed that I had a larger side space.

No problem they said, just wear the second for 3 months. 3 months went by and now the center gap had opened back up and the spaces are now shared between the middle and side.

So for the 3rd time, I had a new set fitted. Just finished the 3rd set and yep the spaces are still there. So now I am headed back in for a 4th time.

I asked them for a refund and they said there is no way to predict how long it will take each person. But it has been a year and a half for a 4 month treatment plan and it's still going. This will be my last time, I will demand a refund.

Results were ok, not perfect but I also did not wear them for 22 hours a day as prescribed. I am more annoyed about the way they charge you for retainers after you have finished the initial course. There is no way to see or cancel the subscription online that they place nor any way to remove your payment method apart from contacting them directly. However they were quick to respond and cancel the order but I would prefer not to have to do this in the first place.

I made an appointment and met with Alec, she was very informative and told me exactly what to expect, I was pleased and decided to go ahead with the procedure.

Their customer service is the worst I've ever experienced. You better hope that you never have to speak to a smile direct rep, I have been trying to reach someone for 3 weeks now, and I have spent multiple hours on the phone waiting for a rep to pick up. They told me over 2 months ago that they have sent me my retainer, and I have received anything yet and I can't get anyone to tell me where it it. In the meantime my teeth have started to recess. TERRIBLE!

wish I could give zero stars! they took my money and left me with a gap in the front! They kept sending me off telling me someone would call and never did but they sure enough reached out to tell me that I was all paid in full

Don’t waste your money. I purchased this and followed directions and took pics of before an no change.

Spoke to dentist and said he did not recommend. My dentist is going to this himself that won’t damage gums or teeth.

Smile direct will not honor their guarantee of correcting your teeth if not happy with the outcome. Their liners caused my teeth to line up on top of each other causing pain and discomfort. I highly recommend using another company that will ensure your health is a priority and correct any alignment issues. Best advice is spend the money to see an orthodontist.

This company is a nightmare to work with. DON'T DO IT!!! They told me I would have straight teeth in 9 months... yet here I am 19 months later and I still don't have straight teeth!!!

The "touch ups" are necessary because they don't get it right the first time. I've had 3. Each time it's 4-6 weeks to get the next set of aligners...further delaying the process. I just called them because I had my 3D scan 6 weeks ago and still don't have my new aligners.

THEY DIDN'T PUT THE ORDER IN UNTIL TODAY! then they had the nerve to tell me I have to wait another 4-5 weeks for the aligners because they are unable to expedite them. The customer service team is separate from the people in the kiosks and is separate from the manufacturer... they don't have a way to call each other!!!!

It is the most disorganized company on the planet. To add insult to injury, they read from scripts! They don't listen to what you have to say, they just parrot it back and tell you they can't help you and then ask "how else can I make you smile today?" Seriously??? They don't make you smile at all! SAVE YOURSELF TIME, MONEY AND AGGRAVATION.

They won’t call back to send replacement aligners.