SmileloveReviews 118

I paid up front $1400. Process started well and company was very responsive through text. Once I received my preview and could not approve because it was clearly not based on my impressions, everything changed. Two months of trying to get my concerns addressed or a refund they would not respond to any of my communication (text, email, online contact, and phone calls). They do not honor their policy, they just ignore you. I have no aligners and they have my $1400.

Took 3 months to finally get my aligners. When I finally received them the top trays didn't fit, not even close, it was extremely painful and I couldn't wear them (though I tried for a whole week and resorted to a liquid diet)! I contacted the company multiple times with no response. Contacted the BBB which smile love also didn't respond to. After multiple attempts to communicate they finally texted me saying there was nothing wrong with my aligners and they wouldn't replace or refund them. They do NOT stand behind their product. They DO NOT guarantee satisfaction. It's bad business. It's not quick, not easy, not comfortable. I basically just threw $1500 in the trash.

My wife and I both paid and submitted impressions. I was happy with mine, but she was not happy with hers. As the contract states, the buyer is entitled to a refund for any reason before they approve production of the actual aligners. Well, since we asked for a refund on her trays, we've had one response trying to talk us back into the sale and then absolutely nothing for a week. I have had to resort to disputing the transaction with my credit card company. Very disappointing, especially since I am already a paying customer with my aligners. I expected more.

I would be EXTREMELY cautious in choosing SmileLove as your provider. I started this process in Aug of 2019. To this day I have not received my aligners. They lost our first impression kit and after sending in the second one I still have nothing. I requested to cancel and a refund. After this request customer service has stopped responding surprise surprise. Per their own words they are currently experiencing internal problems.

I should of checked the BBB before ordering.
It's been 4 months now since I placed my order. Since they couldn't provide me with satisfactory aligners I asked for a refund and was told I was entitled to one. Then no response to my emails. Again and again I email and no response. Then I realize they don't even have a phone number to call.
I've filed a complaint with the Better Business Bureau and am hoping for some resolution.
DON'T PAY IN FULL if you need a refund you'll be sorry.

The company seems legit until you need help with a retainer that simply snaps in your hand. It was amazing how quickly I was told "this doesn't happen" and pay the $99 for a replacement. I felt bad after, so yes, I ordered a new one and the payment came out immediately from my account but it's been 20 days since and I haven't heard anything back about when my retainer will ship. To me, this is crap business management because now my teeth have been shifting back and no one seems to care now that the payment has gone through. This company seems to leave you in the dust after payment and is not there to assist you properly when you need a replacement product, which can happen very easily. I would recommend any other company that doesn't leave your side when their product fails. Shameful business and I regret it.

Beginning stages were very pleasant. I recieved my kit right away. The order process, linked from my company employee discount program, did not have any preliminary questions. At the time I had a temporary crown, so after I got my kit I reached out and they suggested I should wait until I got the permanent crown. Ok good call. The night before, I started practicing. I sent a top and bottom practice pic and waited... 5 days... this is where it went downhill fast. When I finally got to the preview of my digital images, I could only see the images, not the treatment plan. The before images did not look anywhere near mine. My inquiry was never responded to. Phone calls not answered. Form submission not responded to. To add to the digital image issue, the after photos showed a gap between my incisors and my molars. Really!

Support told me my case was more severe and that I was to contact them if I needed help and or to stop doing the treatment because of my more serve case. They still haven't helped me at all. We keep going in circles and they will not resolve my case, it has been a few months of emailing back and fort, I've even tried calling and getting help that way, I get put on hold legit forever and never gotten taken off hold, I legit no lie wait 2 and half and gave up, that was the third call by the way. Honestly this is my option on them, they suck. If your looking into getting something like aligners I recommenced going to an actual dentist and get help from them. Going directly to the dentist and having them right there in person to help you is so much better and way easier to get the best result if you are in need of help. Customer support is a $#*!ing joke with smilelove, they don't care once you get your aligners they really don't want to help after that. This is my experience and I'm sure not everyones is going to be this way, but just know this is what happen to me and very well might just happen to you as well. I would should show picture proof of order but I really can't without giving away my info and the order info.

I have not received my aligners yet. It has been approx 45 days since my initial order. It would really help if the impression process was a little easier. Just simply labeling the upper and lower mouthpieces would be a big help. They will send you a booklet to call or login to visit with an impression specialist, however it was two weeks out before an appointment could be booked. This type of product is great for individuals with a busy schedule, its just that they do not cater well to individuals with a busy schedule because customer service is very slow to respond or provide assistance. There could be simple changes to make the process a little more streamlined like text a youtube or video link with an impression "how to", label the upper and lower mouth pieces, etc.
I hope to have aligners at some point.

I never received my impressions kit. I emailed them for a second- no response.
I have been trying to get a refund for OVER A MONTH- I have email and called daily with no response. Everytime you call their number it goes to voicemail- nobody has ever called me back and I have never gotten a person on the line. The closest I have gotten was a rep emailing me asking when he can call me that day. I automatically replied whenever is convenient for him- NEVER got a phone call or another email back. This was two weeks ago. DO NOT go through this company.

I ordered their product in September at first they were SO nice and helpful, very easy to get into contact with. Before my aligners were made and shipped out I contacted their customer support to update my new address, they sent proof of update. A few weeks later they shipped out my $1,500 of aligners to my OLD address. Now I have informed them of the issue they will not answer my calls or emails to correct the issue they created. I have left a message and email to customer service for over a month now, daily. They personally told me because they are a new business they are not able to handle the volume of orders they have received. So save yourself go to a company that can actually do their job instead of smilelove who takes your $1,500 payment and never send you the product.

I'm sure that these reviews are legit and the company is great during the process. However if you plan to cancel before your aligners they will dodge your calls, ignore your emails for weeks. It took me two weeks to get a hold of someone, and he did everything in his power to keep me even though it would not have worked out for me. I was waiting for another set of impressions, and so because of wanting to cancel instead of sending them in and canceling afterwards which would have taken at least a month, they're keeping $80 for the impression kit. For one, that's $80 for some putty, and if I would have done the second round of impressions and waited I doubt I'd get a hold of them right away. However I just said I would take the loss because it was so much effort to reach someone, and he sounded almost angry at me and pretty much hung up right away after that. I was considering when I moved back to this country to try this again but I will definitely be choosing another company now. Stay away unless you are certain your life circumstances aren't changing/you are 100% serious about buying because otherwise they'll take your money and ignore you unfortunately.

I had very high hopes to be able to straighten my very slightly crooked teeth. My teeth were straight enough that friends and family thought I was crazy to even spend the money that smile love charged for aligners (and they are much cheaper than the rest). After all was said and done, I thought my teeth would look perfect, after all they were barely crooked... Well they looked ok, a little better, but nothing outstanding. My real issue is how the aligners started to make my teeth chip! It weakened them to the point that 2 of them chipped. The first tooth to chip isn't as noticeable in the picture bc it was from a couple months back and I didnt correlate it being from the aligners at first and it has smoothed out a bit since. The second tooth that chipped was very significant and I realized it was from the aligners bc it was a little more sore when I would put the aligners in... maybe it was cast incorrectly? Either way, I reached out to smilelove with my issue bc I refused to continue to wear the aligners after 7 months bc I didnt want my teeth to continue to chip. I am still paying for these destructive aligners, but the response I received was that maybe I have the type of saliva that weakens my teeth and that's what caused it. They were very polite but basically said it's my fault and that maybe I also didn't brush or floss enough too. I explained I dont have weak teeth. I have had 2 cavities in 30+ years, I brush 3x a day and floss religiously. They also explained that bc I went through affirm to finance that there is nothing they could do bc they were already paid... very mad! Please beware!