Smile Direct Club

Id give minus stars if i could.
The absolute worst customer service. I had treatment with smiles direct, during that time one of the aligners pushed back my tooth so forcefully that it cut off the nerve and killed it. The tooth started to discolour and I had to seek medical help. Was in so much pain.
Since finishing treatment iv had headaches, my bite is out of place, my jew will not close properly. I have since been advised by dentists to discontinue using the retailers, and that I should never have been signed off on the treatment in the first place.
Have sent countless emails to smiles direct about the subpar treatment and the trauma and pain I went through to no answer. I even reached out to the ceo.

Do not use this company. All the 5*reviews are fake.
They are a complete SCAM!

SDC promises that you can return your aligners within thirty days for a full refund if for any reason you are not fully satisfied. I was thrilled to get my aligners, but after two days my mouth and tongue were covered in cuts from the jagged plastic, and the use of a file and dental wax wasn't helping. I reached out to ask for help, and while in chat checked my mouth again and found it was filling up with tiny blisters. It turns out I was having an allergic reaction to the aligners, and immediately asked to start the return process. I spent three hours talking to three different customer service reps, each of whom refused to tell me how to start the process. They finally said, "Someone else will contact you in a few days" and dropped my chat. I sent emails. I sent them texts. I left comments on their IG. They are refusing to just tell me how to start the return process.

I feel I am being dehumanized. This isn't okay. If someone is allergic to your aligners, you can not just ignore them instead of granting a promised refund. I do not recommend anyone do business with SDC. They see you as only dollar signs.

I would leave zero stars if I could. Smile direct aligners do not fit right they cause a great deal of pain to my daughters gums. They sent her a file to file down her aligners to ease the pain not only ridiculous but didn't help at all. Additionally the aligners created a gap that was not there before. I have had to jump through hoops to get them to acknowledge. They say they will refund if you're not happy but what they don't tell you is they make it impossible to get the refund. I had to take her to dentist to get documentation to send over and they have been requesting additionally documents that are unnecessary to try to stall. It's been months and no refund. My dentist said they are questionable at best and he would never recommend them. I am in the middle to suing to get my money and additionally compensation don't use this company will keep posting updates

Visit was short and simple. The sign in required an e-mail. My e-mail address was wrong. That was corrected.

Not much other to say, their treatments don't work, customer support are just bots and there is no way to get your money back. Product quality is a equal level of dumpster garbage.

I was left with a huge gap on the right top side and it looks absolutely terrible. I reached out to smile direct and they would not do anything to correct it. I will never use them for anything teeth related again. Currently going through Byte to have the gap corrected and so far I am much happier with Byte company.

So started my progress 7 months ago. I was going into my last aligners but my teeth were still crooked. I called and spoke to a customer care person and told him that I was not happy because my teeth were still crooked, he told me to send pictures of my teeth, I did. I get an email saying that they will be sent to the dentist and that everything looks good. A week later I get an email saying they need pics of my teeth, I sent again, (guess what) yes another email saying they need pics of my teeth because they can't see my front teeth (pic below). I emailed them back saying they have enough pictures they don't need more, mind you all emails I responded back to they do not respond back. I called August 19th and spoke to customer care and I told him they are not getting more pics they have two sets already and that if they can't see that my teeth are still crooked that's not on me and that they are giving me the run around. Well guess what, another email saying to make an appointment. I called and spoke to a guess who yes customer care and was mad as hell. She told me to calm down I told her I will not because I am paying 5000 on my teeth and have every right to be mad. I asked her if she would be and said yea I would feel bad ( yea right) I told her I don't think so. I told her I want I manager and she put me on hold (it took awhile) she got back and told me she had someone on the line and to hold, she came back at me saying they were no managers available after she told me there was. She said they can call me back in 4-6 weeks, was not happy with that but she gave me excuses. I told her they better call me back. I hung up and called back told the girl I wanted manager she put me on hold came back in 5 seconds and told there were no managers available, really that was a quick hold, I did not believe her. But now I am waiting for them to call me back. I tried to leave a review on their site and guess what you can't, so I question myself asking how did these reviews get on their site and it's an easy answer they are probably fake. Look at BBB reviews and you will see a bunch of negative reviews (more negative then positive) buyer be where do not use this company. I am trying to get my money back.

I'm happy overall with my tooth whitening kit. It works well and is exactly as advertised.
I've tried to get aligners. My first kit to get impressions wasn't good and needed to be redone. I've attempted to reorder the kit 4 times and it has never arrived despite the page saying my reorder is complete. I've put in a support ticket and received no reply. I've responded to emails asking why I haven't reordered and no one replied. I've sat on hold for 30 minutes and never got to talk to a human. I'm walking away at this point, quite content to have gotten out before I actually got aligners.

The team was very professional and thoughtful. They showed me exactly what the plan of action was and the timeline involved.

When I went in for my consultation and was assured that I would receive my aligners in time for my teeth to shift before my wedding. Finally a month later I received an email saying they were on the way. A couple days later I received a text message saying they were delivered. They weren't. I contacted UPS and they stated that they were delivered and that I would have to contact the company.

I called Smile direct club immediately and spoke with someone who told me they would resend but would be a couple weeks before they'd arrive. I told the agent helping me that I would like to cancel as my wedding was in only a couple weeks and would be pointless. He assured me that he cancelled it and got it taken it care of for me.

A week later I received an email stating I was late on my payment. I called the finance company and they stated that it was Smile Direct job to contact them to cancel and that they hadn't done it. So I called SD club back and they told me they would cancel it. A week went by and I hadn't received an email or anything so I called again. This time they told me my request for cancellation got lost and that they would put a new one in. Again, no confirmation or email. I call again the next week. I was then told that they were waiting to assign me to an account manager. I asked how long that would take and they told me they didn't know.

A week and a half later I received an email from an account manager. She asked the reason for cancellation and I emailed her back. This was a Wednesday. A week later I had not heard anything so I emailed her again asking to follow up. That Friday still no response so I called the number listed in her email and left a voicemail. On Tuesday of the following week I attempted to reach her via email and phone with no response. The next day I call SD Club and asked to speak to a supervisor. The agent on the line said she would attempt to reach my account manager. She stated the account manager would give me a call within 24-48 hrs. I asked again to speak to a supervisor. I was placed on hold for 45 minutes to then be told the supervisor denied the request and would reach out in 3-8 business days.

I have no heard from anyone yet. I am fed up and so completely irritated. This is the WORST costumer service I have ever had. Please do not buy from this company. They have made it very clear that they only care about money and not their customers. If I could I would give 0 stars.

BUYER BEWARE!
I used smile direct aligners to try and correct a crooked tooth on my lower front teeth and to straighten my overall smile. My first set of aligners came and I was very happy with the ease and limited contact this service provides but just a few sets into my treatment that changed. The aligners are cheaply made and some sets fit well while others are jagged and dug into my gums making them painful and sore it got so bad that I went to change into my new set one day and they simply didn't fit. I went back and the did a complimentary rescan and in a few weeks I got a new treatment plan with new aligners. I wore every set like I was supposed to and got to my last set and my teeth had not been corrected at all. I went in for a 3 rd scan and they have a new treatment plan for me but here is what they don't tell you. These can hurt your teeth, I have 2 new chips on my lower teeth because my bite has changed and I think the way my teeth hit has caused this breakage, my gums have receded in several places I think from wearing these everyday for such long hours, I also have a hard callous on my outer gum from where they rubbed everyday and lastly I think there is a crack in a lower front tooth from the stress they put on my teeth. I have declined the next treatment plan which was going to be for 8 months and am going to my dentist to see what they can do to help me. BEWARE they will not refund your money if your problem is not corrected no matter what they tell you in the office. My teeth are worse today 6 months after starting and I wished I had never used this product. I am 51 and during Covid I wanted the limited contact but that was a huge mistake this is an inferior product and very expensive to get no results and no help from customer service. Just be careful when you deal with them they take your money and leave you damaged.

After returning the mail-in impression kit, I was charged without authorization for the wrong product in the amount of $1950. I called to inform them of the mistake, and was promised a reversal of the authorized charges. The next day I called back only to find out that the refund was never processed – I was lied to by the previous agent. This 2nd agent said she revered the charges and processed the refund, and even sent me an email confirmation. 10 days later I still hadn't received the refund. I called back and was told by a 3rd agent that the refund was processed and to wait a bit longer. Later that day, that 3rd agent emailed me an apology and said, in fact, the refund STILL had not been processed, and that she processed it on that day. I called back and asked to speak to a supervisor to explain how it is possible that I could be lied to on 3 separate occasions about such a simple transaction. I got hung up on, hassled, and put on hold for an hour, only to talk to someone else who was also clearly in a foreign call center and couldn't make decisions. It is clear that SDC's call centers are designed to run you in circles and frustrate your attempts to rectify issues. They lied to me multiple times and unethically held onto an unauthorized charge of $1950 for 2 weeks, and only refunded my money after multiple phone calls, emails, and long hold times. I believe these "mistakes" were purposeful.

I urge you, do not trust this company with your dental health.

Initially, I was excited to get my aligners, but it turned out later when it was time to change to the second aligner it didn't fit at all. SDC said they will send out a replacement for the second aligner. The replacement was as bad as the one they sent me initially. Moreover, I wore my first aligners close to 4 weeks, which is almost double the time that was instructed and still, the second pair didn't fit at all. Basically, it means that me teeth were not moving. And what's strange is they had no idea how to handle it; never did it occur to them to set me up with the dentist that was assigned to my case, for a remote evaluation. Having no option and having the impression they knew there's a problem but wouldn't admit it, I decided to cancel the agreement and ask for a refund, which was a $250 deposit. Meanwhile, It's now over a month and they are lying through their teeth with all kind of excuses as to when I will get my money back. Simply put: I never experienced tricks and manipulations for $250 on this level; why would they have so many of their agents text and email me lies, misinformation and contradictions about $250 for the last few weeks, when clearly, they never sent it out to me? It's preposterous how big their ego is. Sadly, they hid from me better treatment plans that could have worked out for me, and now I am dealing with uglier teeth than before, which I have the headache now to find a dentist who can rectify what their aligners have done to my teeth.
Finally, they use nice talking lines like, "how can I help you with your smile today" but once you have an issue and they feel that the customer is a threat to their ego and reputation, they will spin you with lies and denials and you will be stuck with the fallout forever. This place has run amuck and no one knows what the other is doing, especially when it comes to refunding money. Save yourself some time and aggravation and go to someone else.

See image of how crooked my teeth got after only first aligner

The Case

• Charges of goods and services not delivered in compliance with agreement.
• Merchant: SDC - SMILE DIRECT CLUB.
• Phone: *******566
• Email: *******@smiledirectclub.com

Original order of invisible aligners – 06/11/2018. I wear the aligners continuously until December 2019 (18 months).

Considering I had followed strictly the instructions wearing the series of aligners sent to me, I did not get the "Perfect Smile" promise in the agreement and advertises in the general media and web sites.

Considering yet that Smile Direct Club has the responsibility over the design and number of aligners, they breached the contract and had stalked me months after months in the attempt to collect amounts I did not owe.

I placed a complain on January 2020 requesting they stop charging me any eventual amount and to reimburse me for the total amount paid: $1,988.40 to that day.

Never heard a word from SMILE DIRECT CLUB until they send me an unacceptable proposal to set the case on December 2020. I answered with a fair counteroffer on Jan 7,2021, without any return until the present date.

My statements are supported by documents, photos, and emails.

Reimbursement of the total amount paid: $1,988.40, plus indemnity of $25,000.00 to cover losses of money, time, physical damages and psychological stresses.

They couldn't/refused to tell me about my gum recession problem, and my periodonist told me their 5-month treatment plan would only worsen my situation. I even sent them the letter and report from periodonist. He said if I carried forward with the aligners my situation could be disastrous! Smiles Direct Club asked me to ship back aligners for a refund but refused to be responsible for shipping costs because it's their "policy". How could they justify having customers pay for shipping back something useless and harmful? I called many times and they failed to provide me with a helpful response. Today I reached out to their dental team and they honestly told me their scans are actually incapable of detecting other dental issues, and that my case really shouldn't have been approved.

First when I Went for a visit they told me everything in the book to make me sign up, after I did I had to wait 3 months for the aligners because they kept having delays which was fine. When I finally received them, I followed every step to the T. I already had an overbite and my upper teeth were overlapping which was my major concern. I was told it would be fixed. 4 Months into it, I called/ emailed with concerns saying that I noticed my overbite gotten worst and that I was not seeing any improvements in my upper teeth " mind you my teeth weren't bad looking" AND HERE IS THE CHERRY ON TOP, I NOW HAVE A BIG GAP ON MY BOTTOM TEETH FROM THIS.

I then received multiple emails telling me I had to finish the aligners first before I can complain. At that time I had 1 month left, so I completed it. By then my dentist told me that I would have to get braces because they really messed my bite, overbite, & my crown. I now became upset, so I called them / emailed again with no sense of urgency from them, no help, nothing. After they get your money, they will completely block you. After couple of months, they said oh you were approved for re-eval so we can send you new aligners or you can cancel for a total of $360. Since I was confused about this " I now have to pay for a new crown and braces" I was hoping they at last cancelled the whole thing. I spoke to this non-professional, liar, scam artist called Krista who assured me that she would adjust of 75% of the total and she would make my total balance $360 due to the issues, which I kind of agreed to since I already paid $250 deposit plus $80 each month after. I asked her would I be getting a refund for everything I paid " after the $360" she said yes.
Today 8/30/2019 I got a call from their billing department asking me to pay $360 on top of what I already paid which made me so angry! I should have listened to the reviews before I signed up for this mess. Krista after I tried so hard to get hold of her told me there was a misunderstanding when we spoke, and that her email explained better. Then she claimed I signed some form which I DID NOT SIGN. When I said I won't be paying it, she told me " WELL I WILL BE SURE I SEND IT TO COLLECTIONS, YOU SIGNED THE FORM"
STAY AWAY FROM THIS SCAM COMPANY, NOW I WILL GET MY ATTORNEY INVOLVED BECAUSE THEY WILL NEED TO PAY FOR MY CROWN & BRACES

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!

Holy crap is company a ripoff and scam. They rather you pay the total up front because they know it wont work. WARNING stay away from giving these scam artist your money or you will regret it. 4 months of retainers and not one tooth was moved I have talked and emailed no less than 22 people each claims to be serious about helping me but no one knows who the other is or what their email is and EACH ONE IS THE OWNER! Warning warning warning stay away from giving these scam artist your hard earned money