SmileloveReviews 118

I paid to have corrective trays made for me through SMILELOVE nearly 6 months ago. Each time I tried to submit my impressions so they could produce the trays - -they were unacceptable. I tried 5 times; I even consulted with a dentist. No product was provided to me. So -- I asked for a full refund based on their refund policy. I emailed them 3 x's, chatted with their 'customer care' reps online and called them. They have failed to acknowledge my refund request. Black hole. They have full payment for something they never provided to the consumer.

I spent $1500 on this service and when it came time to make the molds of my teeth so that the company could make my braces, I couldn't get anyone to respond to the photos of the molds I sent to them via text or contact anyone via the chat feature on their website. I sent the photo 45 minutes ago and still waiting for any kind of feedback. Yet another company too cheap to pay its employees enough to retain existing employees or recruit new ones. I'd pay more to get decent service. Sadly that seems to be something of the past. This company doesn't respect its customers.

I'm 63 yrs old and wore braces when I was 12. Unfortunately with age, my teeth drifted back to where they were. I did some research and decided to give Smilelove a try. I am 2 months into my 'treatment and so far, so great. I can really tell a difference already; my coworkers have noticed my smile is changing, it's really easier to floss for sure! And I am taking better care of my teeth now. I have absolutely no regrets going with Smilelove. The customer service is wonderful, I had no problems with my impressions, the price is right and i am getting fantastic results. I can't wait til my 7th month!

OMG! Where to begin. Took literally 18 impressions as their impression putty is horrible. Had to go to their office in Utah to get an impression. I told them to firm up their putty. Never took my advice.

Took months to get. I advanced my changing of trays because i was seeing such vast improvement. But I was wrong to do that bc one of my aligners cracked. That became a whole other 5 month process with bad impressions bc of their improper putty.

Finally have my realingers which moved my bottom teeth out of alignment when they were already aligned and now are misaligning my top teeth. I am furious! I have spoken to their customer service no fewer than 60 times and have been dealing with them since last year. I honestly cant believe they are still in business as I see I am not the only one that had impression issues and ridiculously lax customer service.

Would not recommend them.

I tried to save money and try SmileLove. I found the impressions difficult to do. Uppers worked ok. Lowers not at all but I have tarsi. Customer service was great when I joined. Then I needed help with impressions. I had difficulty getting the feed back I needed to check if they were correct. I gave up and just went ahead after waiting one whole day to hear back. Just made the impressions. My dentist advised Against going any further and referred me to an orthodontist for a free evaluation. They both said I had bite issues that could not be helped by doing SmileLove program and said I would be wasting my money. I asked for a refund and was charged $79 dollars for the kit. First off I never even got the whiteners. Just 4 trays and puddy. The lady I talked to on the phone to cancel took 3 days to get a hold off. Never returned my calls. It said the kits were free. Beware not so $79. Way to much for what I was sent. She proceeded to tell me this will work for me. Never saw my teeth or impressions. They did cancel and refund me after many phone calls minus the $79. Now I got an email that said they are sending out another kit. Why I cancelled? I refuse to pay you for this. Please stop sending kits! Beware! You talk to too many people and it's to confusing. Just go to an orthodontist and be done. The orthodontist also said I need to have marker type things put on my teeth for Invisalign to work. The lady I talked to upset me by saying she knew it would work for me even though she has never seen me and disregarding my own dentists advise. Not professional.

They advertise their easy to use impression kits that you can do at home... it took me five rounds of impression trays before one even got passed and this was with using their video chat services (young girls in their 20s who knew nothing more than what is written in the manual). The one time I asked for a new set they did not even send the practice putty so I was screwed over immediately jumping into the trays. The fourth time I ordered trays they sent me a different size tray without ever asking me if I thought this was a problem or telling me which again screwed me with only one top and one bottom tray. Since it is all virtual you are helped by whoever is available and having multiple customer service reps handling your case gets confusing and contradictory... I had one rep send me trays while another said my impressions passed. NO internal communication clearly. Their customer service varies so much. Needless to say I wasted three months doing molds after molds and could not get a full refund if I quit the process then... I finally got trays that passed impressions and got my treatment preview which shows my overbite being fixed which in their website says they do not fix (misleading and false preview) and the treatment time was double their "average" when I've already had braces. Do not recommend. Process is way longer and exhausting than they lead into.

At first I was very enthusiastic about SmileLove and appreciated its kind customer support via chat. They were very cooperative and helpful. However, everything starts to change when money comes in. Unsurprisingly, businesses are very rarely being kind to their customers for purely altruistic reasons, their willingness to be helpful and supportive is often motivated by greed, unfortunately. In other words kindness is just a means to an end. I thought SmileLove was authentic but it turns out they are not.

It was a tiresome process to make my impressions and although I made use of their video chat and all the feedback they provided my impressions were still not passing after my 3rd attempt. The process ended up taking much longer than expected and I wasn't able to go further. As a result, I asked for my full refund as they promise before you begin anything with them, but they insisted that I had to do it over the phone. It took for ever to speak to the appropriate customer representative and when I finally asked for my refund she told me "no problem but we will have to charge you 79$ for the impression kit"! This is never explicitly mentioned on their website and the first thing they tell their customers is that if they are not satisfied before they order they aligners they will get a full refund. I was also struck by how unprofessional the person I spoke to on the phone was.

I was very disappointed by SmileLove and find their business practices to be unethical. It's quite tragic what businesses are willing to do (i. E. be dishonest, misleading, and unfair with their customers) in order to make money.

Original review submitted 12/2019: I've had a great experience with Smilelove so far. It took me a few tries to get the impressions right, but once I sent in my last impressions, it took only 3 weeks to get my full treatment sent to me. Smilelove provided everything I need to have a safe, comfortable, and effective treatment and so far the aligners are working great. I can't wait to see my final results!

Edit 5/9/2020: I originally gave Smilelove a 5-star review, but I cannot in good conscience keep that original review up. I had a great experience with them at first, and while I haven't had too many issues with their service, they have completely abandoned their customers and are keeping everyone in the dark about the status of their company. Since beginning treatment 6 months ago, Smilelove has not once reached out to me to make sure everything is going okay, and now they will not respond to any customer service requests. This company is extremely shady and I would advise anyone considering ordering with them to go with a more reputable company. I may need refinements once my treatment ends soon and I will likely not be able to get them since they have shut down all operations without any communication to their paying customers. When working with something as delicate as our teeth, quick and consistent customer service is essential, and now many customers who I've spoken to have had their teeth shift because their aligners broke and Smilelove won't respond to them. It's reprehensible. It's a shame that this happened - Smilelove was a great company at first, but it's clear that it has gone completely downhill since I started my journey with them.

DO NOT USE SMILELOVE. From the day I first ordered my impression kit to when I received my aligners took five months and not less than 50 emails of me emailing their staff trying to find out what was going on.

Every time you email them it's somebody different you do not have a constant contact person to talk to you.

Once I did get my aligners they were not right so then they offered to give me a credit back the problem is because I use PayPal they refused to give me the credit back and they don't refund it. Even though they said they would give me my money back
They do not honor their word
They come up with excuses
They try to the switch and bait
They make other reasons that they can't
They do not follow the commitment
They do not follow the word
They do not meet deadlines or any of the delivery dates.

Now they will not refund like they promised I can't reach a person it always a new person so it starts all over. I am out the money and aligners they don't work they do not have a customer service support line. The aligners are low-quality do not use them you will lose your money and you will not get what you paid for

They text you initially to update you on the shipping, and ask if you have received the kit, they made it seem very responsive and I thought wow, this is the best customer service ever, someone can just text me answers immediately, but nope, I realized it's all automated, when I replied with my questions no one ever responded, I then called their customer service number and guess what, it took me directly to their voice mailbox! They do not have live humans for customer service and cmon, those are my teeth! I suspect the authenticity of all the raving reviews because this is my truest experience and I am extremely disappointed. You get what you pay for! Choose a different company!

I placed my order for the aligners on 7/23 and they sent out my impressions kit immediately. I received the kit in 2 days and the standard tray was way too big. Customer service sent me a smaller tray and I was able to get my top teeth done correctly, but messed up on the bottom. They then sent me another putty for my bottom. I finally completed both sets of impressions and mailed it back to them. I followed up after a week of not hearing back, and received an email on 8/22 saying my treatment plan was completed. I checked the before and after images and approved it right way.

This is when the waiting game begins. I made it a point to follow-up with customer service (via text) every week in a friendly manner to check on the status of my aligners. They were always super friendly and responsive. Come 10/1 and I finally received my aligners! They were well packages and although not as fancy as some of SmileLove's competitors, they had everything I needed. I'm on my second set of aligners now and everything is going smoothly so far! All in all, just be patient and follow-up with customer service once a week very nicely and they'll help you get your aligners as quickly as possible.

Horrible communication. You will play a lot of phone tag and will be speaking with random "reps" from all over, and when they are in different countries, I spoke with one from Canada, they will toss you around and then tell you they can't help because they are not from America. Horrible customer service, lack of communication, lack of responsiveness even when you schedule times to call and speak. Avoid them, spend the extra money go to an orthodontist or to smile direct.

Before using this company, I tried other companies who offer the exact same thing only a little more expensive. One gave me the run around saying they couldn't detect a gumline and would send me a new impression kit for $49, which I did for almost a year before trying another company. The other company was great, until I had to schedule a video chat with the orthodontist who was over my case. Every appointment I made, she canceled due to a scheduling conflict. Then I saw an ad for Smilelove. I did my research before wasting more time and money. Almost every review was positive, they were affordable, and I'd have my aligners in just 6 weeks according to their team and website. Great!

I started my process with this company on May 6,2019, buy purchasing the impression kit. Got the impression kit on May 8th after purchasing their Fast-Track Bundle. I did my impressions and sent them back the very next day. Received an email on the May 13th confirming they'd received it and would pass it along to their dentist team who would review them and my treatment plan would be emailed to me in 2 weeks.

2 weeks and a few days later (May 29th), nothing. So I send them an email asking to which they tell 'Our dentists JUST finished up your treatment plan! Here's your link. Review and approve to move forward with your process'. I reviewed and approved and got a confirmation of only a few weeks until I'd receive my aligners. Ok. Great.

When beginning, their website said the whole process (impression kit to receiving aligners) would be 6 weeks. Of course, some reviews said it took longer a week at the most. So June 18th (6 weeks), I just check and see where my process is to which they respond 'An influx in order has prolonged your process by only a couple weeks. Your aligners are still on track. We will update you regularly'. Ok.

A month later (July 17th), no updates, no aligners. Nothing. So I reach out AGAIN for an update. 'Your aligners are next to be finished and will be completed today.'

August 3rd, no update, no aligners. So I reach out AGAIN. I'm anxious at this point because I leave home for college soon and won't be home until Christmas and I want to start my aligners ASAP. 'Let me check with the dentist team and get back with you.' A few hours later 'Good news! Your aligners are finished. We will send out Monday and you should have them by Friday.' I received them August 9th.

You have to stay on this company or they will forget your a customer. You can't keep a conversation going because a different person gets your message every time. Their response is fast, but their customer service on updates and the truth is bad.