SmileDirectClub
reviews and complaints

When I first started my journey with Smile Direct Club, everything was dandy. I ordered a kit to do my impressions but I wasn't able to get it done correctly, so I went into the office to get a 3d scan and those folks were extremely nice and helpful. I used my *** to pay for the $18 kit which the card is on my account. Then when I decided to place the order for the liners, I added and requested to be charged on my *** which is my HSA account. So after leaving the office, I thought I was all set to be charged for the *** for my liners when the order was officially processed. Later that evening, I get a notification that my order was processed and paid for on my *** on Jan 19. So I call them immediately and ask them to refund my *** and place a new order with my ***. The customer service rep told me he has processed my refund on my *** and I saw a new email come stating my new order was processed on my *** now. Thinking everything is great at this point up until 11 business days after my original order was canceled and new order was placed. So being concerned that I now have two charges of $1850 on two different cards, I sent a quick email asking for an update on the refund. I then received two emails back with one person who couldn't find my account through my email and then shortly after another from a different rep stating they processed my *** on Jan 27. I never asked for a refund on my ***, I asked for it on my ***. This timeline did not match up with any of my communication with the SDC folks either. So I now spent my Saturday morning calling into SDC customer service to explain my situation and was told I have no active orders and he will transfer me to the account management billing department. He transfers me and I was sent to a voicemail. I called back and had to wait nearly an hour to speak with another person who I now have to explain my situation to all over again. He then told me that the refund was never processed on my ***. So this tells me they canceled my order and decided to keep my money (?!). He processed the refund immediately which I greatly appreciated (thank you, Kevin). I then get another call immediately after responding to my voicemail I left earlier that day and I told her it was taken care of, but would appreciate if she could double check and confirm that I currently have no active orders. Rather than double checking for me and confirming that I have no active orders and two refunds processed (or even really listening to me), she explains to me that they cannot refund on a different card than the one I made a purchase on, which might I add, is no where near the situation I explained to her and quite condescending. At the end of all this, after explaining to her, yet again, what had happened, she confirmed that the refunds were processed and there were no active orders. All in all, this was an extremely frustrating experience after speaking with four customer service reps having to wait a significant amount of time to get on a call with each one and three emails which I also had to wait 48 hours to get a response. While two out of the three people I spoke to were empathetic to my situation, it still took far too long to get this resolved especially given that the amounts being charged are not insignificant. Because of this, I will not be a Smile Direct Club customer nor can I recommend them to others.

Please, please do not give this company even $0.01 of your money. I started my treatment to fix mild crowding, thinking that this company was a great alternative to metal wire braces- WRONG. I went through 6 months of "treatment" wearing my aligners correctly and for 22 hrs per day as advised, only to still have my teeth crooked at the end of the six month treatment. I contacted SDC BEFORE the treatment was even over (2/26) to explain that my teeth don't seem to be on track only having a week or two left. They requested I send in photos, so I did, and they scheduled an appointment for me to get scanned for refinements. I complete the scan, a few weeks later get the refinement aligners which I would wear for only two months. Again I wore them as directed, as anyone would who paid for this treatment and after two months my teeth are still not straight! At this point in time I have lost all confidence that this company knows what they're doing and is able to straighten my teeth so I was not interested in a third attempt. I called and asked about a refund seeing as I have gone through two rounds of "treatment" and my smile is no where close to being straight. The representative told me to email photos in of my teeth for a "cancellation request" which I did (5/6). Two weeks go by and I get an email saying they need the photos sent in a different format, sure, so I send them over (5/19). It is now (6/3) and I have heard nothing, so I call in, and the representative told me that they had lost the photos and that I need to send in MORE photos again. If I wouldn't have contacted them I'm not sure that I would've gotten a response. So I send in the photos requested (6/3), I get an email on (6/5) telling me that my re-evaluation request had been accepted, seeing as I have made it very clear that I did not want to be reevaluated this was extremely frustrating. Also in this email I was informed that I was charged $29 for an impression kit to be sent out to me, THAT I DIDN'T WANT OR NEED. I called in to SmileDirect Club very confused why I was being charged $29 for an impression kit after making it clear I did not want to continue treatment and I was told that the representative put in the wrong request for my account. On (6/10) I get an email from someone on "the Dental Team" apologizing offering me a small credit, and you guessed it, requesting MORE photos. I again, explained the situation of how I did not want to continue "treatment" and that I was beginning to get very frustrated that I have to keep repeating myself, sending in photos, and STILL not being listened to. I again, inquired about a refund for what I had already paid, in addition to the $29 I did not agree to pay for an impression kit I did not want or need and sent in the photos asked of me. Finally on (6/23) I received an email, from what I assume is the same person from "the Dental Team" in which I had been talking to. She starts by telling me that sometimes you don't get the desired results when you don't wear the aligners correctly as suggested by the "doctor". She then goes on to tell me she sees that I haven't purchased a retainer and that it is suggested so my teeth don't shift. She also tells me that I cannot have a refund and that they would take care of a portion of the remaining balance I still owe if I sign a release form. Mentions nothing about the $29 charge that was unwarranted. PLEASE PLEASE PLEASE do not waste your time with this company!

I would like a full refund. The results after 5 months of SmileDirectClub were not what was expected, and now my teeth are even worse than what I started with. I completed my treatment plan from December to April , and after finishing the final aligner trays, I put in my SmileDirectClub retainers (which I also had to pay for) as instructed. The retainers did not properly fit my new smile. Over the past two months (April and May ) from wearing the retainer, my teeth shifted back and I have the dreaded front teeth gap I worked so hard to close in the first place. Not only is there spacing in my two front teeth, but there is a new spacing issue between central incisor #9 and lateral incisor #10 that was never there in the first place. So now I have new issues caused by SmileDirectClub, and they still are refusing to give me the full refund that I deserve. Because of their aligners, my smile is now ruined. And they are not taking any responsibility for what they did to me. When I received my SmileDirectClub retainer in the mail in April , I tossed out the final aligners (I think the tray number was #16) from my treatment plan because I assumed the retainers would do their job and keep my smile perfect. But it turns out I was wrong. I would have kept the final aligners if I would have known the retainers SmileDirectClub sent me would put me right back where I started. Back in May , I went into a SmileShop for another scan of my teeth (since they had shifted a lot from wearing the retainers). A few weeks after visiting the SmileShop, I received my new aligners in the mail (second week of June ) for a three month refinement plan. I didn't expect to spend another three months wearing aligners after I had just worn aligners for four months (December through April ). I just want to close the gap in my front teeth again, and I know that the gap will close by wearing the last set of aligners I had from my previous treatment. When I spoke to a member of your dental team, they said that they cannot send me the final set of aligners from my previous treatment since my teeth have shifted. So I would just like a full refund at this point since you cannot give me what I am asking for. I looked at the 3D scan from my May SmileShop visit, and saw my expected outcome in three months if I continue with this new refinement treatment plan I was sent. It shows the gap in my front teeth getting even worse...instead of bringing my teeth together closing the gap, it shows the teeth angled weirdly and making the gap even more prominent. That is not what I asked for when I went into the SmileShop. I specifically stated that I want the front gap closed and the central incisors #8 and #9 touching again so that there is no black line. Also, after completing treatment back in April, I noticed there was a new gap between central incisor #9 and lateral incisor #10. That spacing issue was never there before, but appeared after finishing my original treatment plan. The fact that I have to keep waiting another "3-5 business days" to hear back from someone every time I contact SmileDirectClub customer service is very frustrating. I just want to cancel my plan and get a full refund. I feel that my concerns are not being addressed and my "refinement plan" actually making my teeth worse is very sad. I do not want to move forward with SmileDirectClub, and I would much rather get my money back after all the stress and hassle I've had to go through dealing with these issues.

If I could give no stars I would.
I was so excited to start SDC back in January. My Smile Shop appointment went really well and just made me more excited. I only wanted to do top aligners since I have a permanent bottom retainer. They said that wasn't a problem at all. They even had a option I checked that said "have bottom retainer with no intention on removing it." I paid in full and ended up getting my aligners in about 2 weeks. So far so good.
When I opened my first pack of aligners I saw they sent me top and bottom aligners so I called to see if I just disregard the bottom and keep on with the top. The customer service agent said she would have someone get back to me in no more than 5 business days. So I just wore the top for the first week waiting to hear from someone. When no one called, I sent an email to customer service and, when they finally got back to me, it was day 1 of my second set. They told me I was going to be required to remove my retainer in order to have a healthy bite. I told them I wasn't going to do it (and there was a previous record of me saying that) and that had I known before I paid that I was going to be required to remove it, I would have never gone forward with getting aligners. So I asked for a refund.
They told me that, since I was still within the 30 day window, I was eligible for a full refund. On Feb 11th, I was sent the return info and sent everything back through USPS that same day. I emailed them with the tracking number like they said to do and didn't hear anything from them. A few days after sending back the aligners, I checked the tracking and it said SDC recieved my aligners on Feb 13th. I was told to give them 7-10 business days to process my refund. So I did.
Over the course of 3 days, I tried to call my account manager (Haley) and out of the 5 times I called (plus a couple emails), only reached her once and that was after threatening to involve the authorities. She told me that they had gotten my package but for some reason the returns department never actually processed my return. She said she was going to get a hold of them and expedite my refund since I had already waited over 10 business days for my refund.
I finally got a "sorry to see you go" email from returns so I figured, since they are finally acknowledging my refund, that would be the new start of 7-10 days (possibly less since it was supposed to have been expedited.) Well today is March 18th/business day 10 (yet again) and I STILL have yet to get my money back. I called and emailed Haley yesterday saying if I didn't receive my money back TODAY, I was going to get lawyers involved. I didn't hear anything back from her (surprise, surprise) so I called her first thing this morning. I finally got a hold of her and she told me my return had been processed, but returns never actually processed my refund. She said she went ahead and processed it, but that it would take a couple business days to show up back in my account. So if I don't see the refund by Friday, I have to call her back AGAIN on Monday to get some sort of tracking number for my refund.
They have just continued giving me the run around and I have been more than patient. I also didn't even include all the times I called or emailed customer service only to have them tell me false info or tell me they will have a manager call me back only to have to call multiple times until I get a hold of who I need. I even got hung up on once by a customer service agent when I asked for the contact info for my account manager.
This company is SUPER quick to take your money, but doesn't seem to follow through when it comes to giving refunds. I will NEVER use them again and I will inform everyone I know about the horrible experience I've had.
If I don't get my money back by Friday, lawyers WILL get involved. My husband and I are the wrong people to try and *** over.
I also have NO desire to further communication with any other customer service rep. I will now only speak with Haley and, once my refund is back in my account, want nothing to do with this company.

THIS IS A TERRIBLE COMPANY! BUYER BEWARE! read the *** news story from 2/13, unfortunately I didnt before I got mine. i have not nothing but problems since I got my retainers in February. The retainers do not fit properly. I follow all the instructions, I use the "chewies" they provide to get them to fit and chew on them repeatedly and nothing, I have had braces before so i understand the pain and soreness from your teeth moving, this is NOT that. The material these aligners are made out of are so terrible and cheap that they cut my gums, leave terrible sore spots on my gums, so sore that I am in terrible pain. My mouth fills with blood each time I put them in. I have tried filing them down, I even got an email that said to try to cut them. I am not a dentist, what do I know about cutting the aligners so that I dont ruin them? I have tried repeatedly to reach out to customer service about my concerns and they either don't respond or give a generic canned answer, I have never actually been able to speak to an actual dentist. I have told them about my gums bleeding, my sore spots, and the cuts all over the inside of my mouth, and nothing from them. I also reached out to them at the end of 2 months, I am on a 4 month plan and told them I do not have proper results, there is no way i am 50% to my goal. I sent in pictures and did everything and they said no its fine you are on track. That is insane, my upper teeth look the exact same. Now I am at the end of my 3 months, with supposedly only 1 month to go and my teeth are still as crooked on the upper and look the same. I did my check up and I got a message at the end that said if I need new aligners, that THEY ARE GOING TO CHARGE ME MONEY TO SEND ME A FIT KIT ! are you freaking kidding me, I did the mistake of paying up front so I am 100% paid in full, if you need to adjust my treatment, THAT IS NOT MY COST. It said that after I return the impressions kit, THEY WOULD REFUND ME IN THE FORM OF A GIFT CARD? I dont want a gift card, DONT CHARGE ME IN THE FIRST PLACE! WHAT A SCAM! If i paid you 100% you send me aligners and fix my teeth and dont charge me any more money until it is right. There is no way I should have to pay more money. Also the aligners have chipped my teeth and now I have jagged edges on my teeth, read the *** investigation, others had this issue as well. I sent an email about my frustrations on May 6th, it is May 14th and of course I havent heard back. If you read the company response to the ComplaintsBoard.com complaints, it said please email us to respond, that is not an appropriate response as I do email AND I GET NOWHERE OR YOU DONT RESPOND. Dont respond to me with you don't respond to my emails by telling me to email you again, are you serious? Also, there is a huge gap between the aligner and my teeth so you can clearly see the clear aligner hanging down off my teeth, they responded back to me that this is normal that there is a gap. what? so the aligners dont even fit correctly on your teeth and you say that is how it supposed to look? So i walk around and try to talk to people with an ill fitting retainer. I am a corporate attorney and I have conference calls, meetings, video calls and phone calls all day! It is so embarrassing that when I am on calls, people say I have mushy mouth, they can't understand me, why do I sound like that, etc. I have to take my aligners out to talk! what is that? It is because they don't fit correctly that it gives me a lisp and makes me sound funny and marble mouth. The aligners are so tight in some places that it gives me sores and cuts on my gums and so loose everywhere else that it causes me to talk funny. This is A NIGHTMARE! i went the cheaper route instead of doing the name brand *** and boy am I paying the price. Wish I hadn't been so cheap and paid a little more to get actual results, lesson learned the hard way! Of course I am too far into my treatment to get any refund, since I paid up front they have no reason to help me, they probably just focus on those on payment plans to keep trying to get money out of them. All these negative reviews and nothing happens to this company. SHAME!

I am also going to be filing a complaint with any agency I can regarding this situation. Back at the beginning of September, I received a notification from my credit monitoring company stating that I have an account that went into collections. I contacted the collection agency because I do not have any delinquent accounts. They stated that I have an account with Smile Direct Club. I let them know that I have never had an account with Smile Direct Club and that whatever information they have is not accurate. They told me that I needed to call Smile Direct Club and speak with them. So that is what I did. It took them quite a while to locate anything with my name attached to it being that have never held an account with them.

After doing some digging, it turns out that my daughters ex bf and child father took out the account and decided he was going to stop paying. Because the patient was my daughter, and for whatever reason *** listed himself as her brother they allowed him to authorize the account being opened. At no point did I know anything about this account.

After *** and my daughter split up, *** decided he no longer wanted to be responsible for the account he opened. With all of his information may I add, so he called Smile Direct Club and requested that they remove his information from the account. They stated they could not do that because it would have to be the patient, or the patients parent that calls to authorize the changes. HIPPA policy apparently. So he has his new gf call and pretend to be me, the parent of the patient, and make the changes to the account. The only thing that was changed, was they stopped billing his card. No other changes were made.

From what I have been told, is that the account was opened fraudulently by ***, and then he had his gf remove his payment information on the account. So now, even though I have absolutely nothing to do with the account that was fraudulently set up by him, Smile Direct Club has turned the claim over to their collection agency who are absolutely a joke and instead of listening to what is going on, they call you a liar, and are extremely rude, then threaten to tank your credit even further unless you pay.

I have spoken with Smile Direct Club many times. They have provided me all of the information that I have. They have said they were going to close out the account and have someone contact me. Never happened. They were going to let the collection agency know that the account is closed for fraudulent reasons, and to remove, not just close the account from my credit. Still has not been done. Called back 2x more. Told the same thing, they will open a ticket, cancel the account, contact the collection agency to have the account taken off my credit and will contact me again once that all has been done. Still nothing.

A police report has been filed. And I was even told by the police department to escalate the situation because at no point did they validate the information *** provided them. Nor did they ask for any sort of information that is not public information. Like um, I dunno, a SS# before they allow people to open accounts under someone else's name with nothing more than a name and birthday. That is all his girlfriend needed to provide them in order to remove him from being the responsible party.

The police have said that it would be in my best interest to contact as many companies and possibly a lawyer as I can, because even though there are lots of notes and the report has been filed, it will be hard to prove that what *** and his new gf did was done to intentionally hurt me or my credit.

How in the*** is it is possible for someone authorize the changes to make someone else responsible for the debt they incur without proper verification and proper authorization from the party they claim would be the new responsible party. Nothing other than a matching name and birthday is needed. ALL OF THE OTHER INFORMATION THEY HAVE IS STILL HIS.

I am irrate. This a scam and in no way legal, but they do it anyways.

Police report filed
Disputes filed
Compaints filed
Now it is time to contact a lawyer since they will not fix the problem they have had plenty of time to take care of. I am done with their excuses. So now they can be responsible for more than just writing off the charges and removing the marks that tanked my credit.

My Smile Direct Club (SDC) "orthodontic" program began in May . I supposedly received a medical evaluation from a licensed orthodontist who claimed that SDC's clear aligners could fix the unevenness in my teeth within 6 months. I was reeled in by SDC's marketing that they were providing the full equivalent of orthodontic evaluation, treatment, and care at a significantly discounted cost and that I would obtain results on an accelerated timeframe. However, after 2 years and 4 months into my program (around August ), I realized that SDC's aligners had done virtually nothing to address the crookedness of my teeth. Moreover, given the time that had passed, I could have embarked on a traditional braces program and likely would have had real results by then. I realized I had wasted thousands of dollars in paying for the cost of the aligners and ancillary dental care accessories (e.g., tablets to clean the aligners, cases), wasted over two years of time and many hours of pained efforts to maintain the strict regimen of wearing aligners for 22 hours per day. As anyone who has tried on aligners or braces of any sort can understand, the regimen is very painful and requires brushing and flossing several times a day each time the aligners are removed and reinserted or after eating. In September , I went to an orthodontist in person for an evaluation; the orthodontist confirmed that SDC aligners simply would not provide enough force to straighten my teeth. My case is severe and any orthodontist could likely recognize that. I never thought to question the evaluation SDC had provided me with because they always advertised their evaluations as the equivalent of medical treatment. By the time I realized that SDC's evaluation was sorely inadequate and that they were likely leading me on in pursuit of commercial profits, I had nothing to show for all the time, money, and efforts I poured into fixing my teeth. I raised these concerns to SDC, but to make matters significantly worse, the customer service team tried to point out the fact that I had signed certain legal waivers and that they have a "30 day return policy". I was told that if SDC wasn't for me, I should have informed SDC within 30 days of the start of my program. That would have been back in June. Their retort is completely nonsensical as SDC repeatedly messaged to me in 2019 that my orthodontic work would take several months and that I should be patient -- who in their right mind in trying to go through orthodontic treatment would request a refund within 30 days especially when SDC communicated that the several months-long program was prescribed by the orthodontist/doctor? After extensive back and forth, SDC's customer service team finally offered me a partial refund on the condition that I sign a non-disclosure agreement which irrevocably releases SDC from any liability and claims whatsoever and in which I will have to keep silent for perpetuity or face a $10,000 lawsuit or worse. The non-disclosure agreement is a threat and would provide unreasonable legal encumbrances on me when, as a customer, SDC provided me with products that simply did not match their claims and, as a patient, SDC provided misleading and inaccurate medical advice. SDC should just acknowledge that they have provided an inaccurate medical assessment and/or products that just don't work and that's why customers (patients) such as myself are in the position of having wasted years and thousands of dollars with nothing to show for it. To remedy this situation, SDC should provide a full refund without asking customers to sign a non-disclosure agreement. SDC has demonstrated that they are a highly untrustworthy company and the NDA process makes them appear even more dubious. They will use any waiver you've signed against you even when they are totally in the wrong. It has been absolutely miserable trying to get my money back and dealing with SDC over the past five months (August-December ). Given how awfully my treatment and discussions with customer service have gone with SDC invoking various obscure legal clauses that apparently free them from any and all responsibility, anyone with common sense would not enter into any legal agreements, let alone a lifelong non-disclosure agreement with SDC. Honestly, I just want to be free of this program, get a full refund, and start a real braces program. Back in 2019, I didn't see all the legal news about SDC because they likely tried to hush up the drama, but if you're reading this now, save yourself from emotional distress and disappointment, and save a few thousand dollars and years of your life by just getting real braces from the start! Never sign anything from SDC!

My last letter, of March , rto Smile Direct Club:

First I would like to say that I have already spent far too much time on this matter. I wasted August through March in good faith wearing the SDC aligners religiously, 22 hours per day as directed, and expecting straight teeth, as promised, at the end. Straight teeth did not happen at the end of the first treatment program, nor did it happen at the end of the second treatment program. You can understand how I would not have sufficient confidence in SDC to enter the third treatment program SDC representatives urged on me. I have since read that SDC has strung some clients along for as many as 30 months when treatment after treatment failed.

Moreover, it is clear that SDC cannot correct improper rotations, which I still have. Worse than that, the aligners did not even move the front teeth (that are too far back) forward enough, nor did it move the front tooth (that is too far forward) back enough. In other words, it didn't fully do any of the things aligners are supposed to do

In addition, a new space that did not exist before - between upper front tooth number 7 and number 8 - was created by the aligners. It wasn't there in the pictures SDC has of my pre-treatment mouth. Check my files.

Plus, I now have an open bite I did not have before the treatment. My back molars do not meet properly. That makes it really difficult to chew.

When I receive an unacceptable or damaged product from ***, they do not ask me to have a woodworker look at the broken furniture and provide signed letterhead documentation of the damage before they give me my refund. Nor do they require I sign a release before providing that refund. They just give the money back. So be advised that the onerous documentation you request from me will not be forthcoming.

Your requests, the documentation, a visit to a dentist, a signed letter, etc., I am just laughing at your gall. Whether I intend to undergo further treatment to get my teeth straight and to correct the problems SDC caused, or leave my teeth in the condition they are now in is an entirely private matter that I do not have to, nor do I intend to share with SDC. I will certainly not be visiting a dentist's office at my own expense during a pandemic just to satisfy SDC's requests.

You cite your "return policy," an irrelevancy here. The word "return" does not apply. Again, I am not returning damaged furniture. I don't think you want all my used aligners back. It is SDC that needs to do the returning. How do I get my molars to meet again? Can you return that?

As for the "consent" link you attached, SDC is a large corporation trying to impose an absurd burden on potential customers. I think you are aware that courts do not favor such agreements when the power differential between the parties are as unequal as they usually are in consumer contracts, with a wealthy corporation on one side and a single individual on the other. I am not worried about the "return" or "consent" policies being supported by a judge, should this simple matter end up in court.

(https://smiledirectclub.com/returns/,
The above link goes to a "404 Page Not Found" page.)

And I refer you to the "Aligner risks" portion of the "consent" link you attached. None of my complaints - teeth that weren't straightened properly, rotations that were not treated properly, a new unattractive space that was created by treatment, and the newly created "open bite" condition - are covered in this consent document. None of the "risks" I suffered are mentioned.

The retainers you sent me - a 3D plastic promise of the position SDC itself expected my teeth to move to - do not fit. By that concrete and irrefutable measure alone, SDC's treatment not only disappointed me, it disappointed SDC's own expectations. My teeth can't squeeze into the retainers. Not even close. Attached are photos of the retainers. See for yourself.

I am complying with your one reasonable request. See photos below.

Finally, if I do not receive a refund (with no signed release)or recompense beyond the refund (with release) within one week, I will share this email and previous correspondence with SDC, as well as pictures of the failed treatment, on social media platforms. These days it's so easy to get the word out about a faulty product on the internet. SDC's bad rep has already been covered by ***, *** and others, I recently learned. I have also learned that ComplaintsBoard.coms around the country have negative reports as well. The State of California has gone after the company, too. I now know that my dissatisfaction isn't an anomaly.

I have been asking for a refund in emails and telephone conversations since before February 24. This has been going on far too long. Please just bring this to a close within the week.

I WOULD RATE 0 STARS IF I COULD. I have a lot of crowding and one tooth that is up in my gums. When I first went to get a scan with SDC they told me they would definitely be able to drop my tooth and straighten my teeth. She told me they could fix that tooth "No Problem" since they "Do this all the time" and its "very modern orthodontics". Naturally I was excited since braces were a lot when I was a kid and I never liked the idea of wires and til then I thought it was the only way to fix my teeth. I also made it very clear that them being able to drop my canine up in my gums was the only way I'd say yes. Since she told me they could I went through with it. When I got approved for my smile plan the dentist planned that the tooth would be dropped. I was excited and ready to have this embarrassing problem fixed. At the beginning of month 4 into my 7 month plan. I did my 90 day check in and things were NOT looking right. I voiced my concerns about my teeth not fitting in the aligners anymore and the tooth up in my gums was not moving down like the girl that took my original scan said they would and like the dentist showed in my plan they would. They replied by email saying that "My teeth looked great" and I should keep on the smile plan. I INSISTED that they were NOT fine and that the aligners were not working. They reached back out to the dentist and only THEN did they approve a revision and a new scan. When my new smile plan was updated online and I saw that the dentist was no longer making a plan to drop the tooth so far down and instead just rotate it in. I was FURIOUS because I told them in the smile bus that the ONLY way I would do this was if they could drop this tooth from my gums. I had no problems going to an orthodontist for traditional braces but these guys said they could do it. I sent many emails to find out what was going on and NOT ONCE did I ever get an email from the same person and every email it was like they never read the previous emails about my situation. It was like I wasn't even a person to these people. I was lucky enough to find one dental assistant when I called on the phone that I broke down crying with about everything that happened and how ashamed of my teeth I felt. He apologized profusely and said the most honest thing anyone at this company had said to me. He said THEY DO NOT DROP OR EXTRUDE TEETH FROM THE BONE AND NO ONE SHOULD HAVE TOLD ME THEY COULD. He asked me to please hang in with my smile plan and see if they can't at least fix some of the crowding and I may not pay as much later since it will leave less work for the orthodontist. I stupidly agreed because I didn't know what else to do. I was very vulnerable and they banked on it and took full advantage of continuing to get my hopes up. This happened about 3 more times. On my 3rd scan the dentist was still trying to move and rotate my tooth in the gums. They asked if I wanted any notes sent to the dentist. I told them to tell my dentist after the new scan that since it was ADMITTED by one of the dental assistants in an email and by phone that you guys cannot drop my tooth from my gums and to please stop wasting my time and money by continually trying to shift it and just focus on the crowding. The dentist did not listen. So when I called again to complain about this because ONCE AGAIN the aligners were not fitting they said "That note was never forwarded to your dentist. That's our fault. We're so sorry." I asked for another doctor. They said the couldn't do that. I asked to SPEAK to the doctor. Their response was, "I believe you aren't able to speak directly with the treating doctor overseeing your case but you can definitely speak to our dental team who are equally qualified to give you feedback or medical advise." I am on my 4TH scan. I told them if the doctor is still trying to move the unmovable tooth in the newest plan then I am going to quit and I want a refund. DO NOT EVER trust this company with your teeth. Your teeth are a very personal thing. I just got online right now to check my latest scan and big shock. The dentist didn't listen or communicate and is still trying to move the unmovable tooth. My front teeth were always level before I started the aligners. Now they are not level. I never used to grind my teeth before the aligners now my ACTUAL dentist is worried about it. Along with the slight overbite the aligners have now given me. I have just requested a refund and the person I chatted with could not seem more disinterested. She didn't even end the chat when I spoke with her. She said their "account managers" would be in contact in 3-5 business days and then just stopped responding. This company continues to prove how neglectful, uncommitted, and disloyal they are to people DUMB ENOUGH to trust them with something as precious as their smile. DO NOT BE LIKE ME. DO NOT TRUST THIS COMPANY! I do not expect the refund process to go smooth at all, because I expect nothing less than miscommunications and lack of care from Smile Direct Club and Dr. ***.

Where to even begin with this company? Day 1, a year ago now, I go in for my consultation. At this consultation I'm required to give my credit card info just in case I decide to join SmileDirectClub. It's not exactly cheap and the company doesn't have the greatest reputation so I spent a few days contemplating whether I want to go forward. For some reason though SmileDirectClub's decided for me, and charged my card a down payment of $700. That should have been the red flag to tell me to walk away, but at that point I was pretty much already deciding to do it so I let it slide after calling to complain about the huge mistake they made. During that phone call I got verbal confirmation that my larger than normal down payment would mean my monthly payments would be less than the advertised $80/month. A month later, my first payment comes out. Payment is $134.98. So I call Healthcare Finance Direct which is SmileDirectClub's financing company, explain my situation, and that my payments should be much less. The representative I spoke to apologized, and said I'm absolutely right. She promised to fix it, and said my payments from here on out will be $66 or so each month. Second month, another payment of $134.98 comes out, so I call again. These phone calls all took around an hour or more, mostly spent on hold and eventually took me four months to actually get resolved. On the fourth month, the unlucky representative I got said to me "you've been paying this amount for four months, why are you just now trying to fix it?" So four months worth of fighting and not a single thing was noted in my account, not a single think fixed. To say I was absolutely infuriated would be a large understatement! This gentleman finally got me in contact with a manager who would actually do something for me! The manager "couldn't" get me the $66 payments I was previously promised, but she did promise me to stop my payments, and that she would manually input them for $84. Still more than the advertised $80, still made absolutely no sense, but it was the first little budge I had gotten in four months so I let it go. Stupid me (again.) The fifth month rolls around, which means the end of my treatment. At this point, I was totally unhappy with my results. Teeth were still crooked, my bite was still off, there was so much work that still needed to be done. I called SmileDirectClub again to find out where we go from here. Turns out their return policy is only valid the first 30 days of treatment. So for a 5 month plan, I only get the first month to decide if I think I'll be happy at the end. Makes sense, right? They alternatively offer me to go forward with refinements. These refinements run another $200 or so a month for however many extra months I need, they say they usually start with two. By now I was so turned off by the entire experience that I didn't exactly want to give them more money. So instead I went to my orthodontist to see what he thought. He did a full exam, and showed me in my x-rays how inflamed my gums were from this too-quick treatment. He also showed me how much worse my bite had become since starting SmileDirectClub. Needless to say he strongly advised me to discontinue treatment immediately. It only took 3 days without aligners for my teeth to move back to where they were 5 months prior! My orthodontist says that was to be expected after moving my teeth so much in such a short period of time. Again, I called SmileDirectClub to express my concerns, and all they could do was offer to take more of my money for refinements. They absolutely refused a refund of any sort. So a month after that my bank card that Healthcare Finance Direct had on file expired, and I admittedly did the immature thing and simply didn't update my information. I instead told them multiple times to send me to collections and that I would be happy to settle my debt with a collection agency. I didn't and still don't feel that I should owe them another cent. Now 6 months later, they have illegally updated my card information in my account. I'm guessing they just tried different dates until something worked! They charged four payments to my account, the first for $25 (most likely to test if it would work) and three more for $134.98 each. So, I called again! After over an hour I finally got them to agree to refund all four payments to my bank card, and charge a total of $530 (my total remaining balance to Healthcare Finance Direct) to a credit card. This was last Friday, so I didn't expect the refund to show up until Monday at the earliest. It is now Wednesday, and still no refund, so I called again. The woman I spoke to today just told me that my refund is processing yes, but not to my bank card! The refund is processing to my credit card. The card I just gave them! She also told me "that department goes home at 2pm" so she would have to call me back tomorrow. Well unfortunately I like most people work a 9-5! She of course "couldn't help me." I have been dealing with this company for over a year now, and in that year they have not gotten a single thing right. SmileDirectClub and their "financial company" Healthcare Finance Direct are the biggest scam I have ever seen. Buyers beware!

Want to read a horror story? Well, sit back and read this whole thing. I started smile direct back in 2017 where I was told I would only need a 6th month treatment. Everything was going great, I got my aligners and when I got to about month 5, the trays didnt fit. Considering I had such a great experience, I thought nothing of it and asked if they could send me replacement trays. I went to the Arlington office and got a new scan and about 4 weeks later, I received new ones along with a new treatment plan of some additional added months. Now, I'm on this plan for about 3 months and going into my 3rd or 4th month low and behold my fifth month tray didn't fit again. So, I go to the Arlington office AGAIN to get a new scan. The rep there told me I would receive a new plan in 4 weeks. At this point, I'm slightly irritated but I only needed another 3 months max so I was just going to tough it out and give smile direct the benefit of the doubt. 2 mix ups is no big deal, right? Well, 4 weeks go by and I emailed smile direct because I was concerned that I haven't received my new trays yet. After being ping ponged between several different people they discover that, my scans were NEVER sent to them. Mind you, I made it very clear to the lady in the Arlington office that this was a second replacement and to please make sure she did it correctly. So, I was instructed to go BACK to the office for the 2nd time in the span of 4 weeks to get yet ANOTHER scan of my teeth only to be told that this time it would take 2 weeks for it to be approved and another 4 weeks for me to receive them. At this point, the aligners I was wearing were starting to crack because I had been wearing them WAY passed their recommended time. But, nothing could be done, they couldnt make it any faster than 6 weeks. ( which made NO sense cause my very first aligners I got in 4 weeks) So, basically, if you aren't a new customer you have to wait. Cause that makes total sense. Fast forward to the 6 week mark and I finally get my new aligners. Picture me in my kitchen happy that I can finally finish this out! I open the bag and they looked a little funny to me, so I went to the mirror to put them on and boom, someone ELSES teeth mold! Yeah, that's right, they weren't MY TEETH. So, naturally, they didn't fit. At this point, I'm furious, disgusted and worried. I'm worried that I will have to wait another 6 weeks to get a new set of aligners. By that time, my old ones cracked and my teeth were starting to shift back. But wait, THERES MORE! I then call the company, explain the situation and they tell me there was a mix up and they will send me new ones. 3 weeks went by and finally I get some in the mail. Well, these ones fit! YAY! Except, this time, the last two trays don't fit properly and my teeth don't look like they said they would look. Mind you, I followed the instructions to a " T". Following the directions was so important to me. So, I'm here I am again, unhappy and still paying them. Paying them to send me defective trays if you really think about it. I have emailed this company more times than I can count on 2 hands! To have to email them a problem again was emotionally distressing. Fast forward a WEEK later BOOM covid hits and no ones answering me, the office is closed and I get that, I have zero NO qualms there. We were in a national pandemic. I had empathy towards that. So, I decide to wait until things get better and for things to start opening up and I email them again, hoping to get new aligners. I just need like 2-3 more months. So, I'm going into this thinking they will fix it. I mean, how could they not right? Well, they gave me [censored] of course, tried to get me to pay $100 for new ones etc. So, I refused and threatened legal action. ( Which I am still prepared to do) And they finally said they would send it free of charge. BECAUSE IT WAS THE RIGHT THING TO DO. ( mind blown) So, they sent me a impression molding kit. ( took 2 weeks for me to get it) and I sent it back only to find about 2-3 weeks later that they weren't good enough. Which is crazy to me because after everything I have been through, I made sure to follow the directions to a "T ". They sent out a NEW impression kit ( were at 2 times now) and I send it back and finally, they are approved! Fast forward 3-4 weeks, I finally get my new aligners today in the mail, open the bag and put on the aligners...BOOM, they don't fit! Not only do they not fit but the bottom ones have too many teeth. So, I go through every one, trying them all on and month 3 fits ( kind of) Bottom line, If you LOVE to be Gaslit, Emotionally Exhausted, Spend Hours Emailing Customer Service back and fourth, have your teeth SEMI straightened and wait for weeks on end for solutions, than THIS IS THE COMPANY FOR YOU! My advice, stay as far away from this company as you possibly can. Don't buy it for yourself, your kids, your aunts and uncles. If your thinking of getting this as a Christmas gift, DONT. It's not a gift, its a NIGHTMARE. Explore other options, ask what their process is if aligners don't fit and the time span it takes to get replacements and really just do your research. This company just doesn't do what they promise. There are too many gray areas. I cannot wait for this nightmare to be over.

Local clinic was closed due to COVID-19, did the impressions myself over mail. Impression process was easy, however, the kit was delayed on the shipping and ended up arriving at the date the box says it needs to be returned. This raised concerns about loosing some fast return perks they heavilly advertise, luckilly, these perks are not limited as they say on the ads and will still apply even if returned after that date. I was able to get the perks even with a slight return delay. There was no harm there, but this seemed like false advertising in a way. I filled up the fast payment info included in the imporession box just to make the process fast enough knowing now the process could go slower than ususal. After a very long time I finally got the plan preview on my email, sadly, it only took couple seconds to notice that the 4 month plan they created, even that it did straighten and fixed my overcrowding issue, it created a whole new overbite issue, one very noticeable and concerning as would definitley create problems eating. I also noticed i had an email saying that the threatment full ammount has been charged to my credit card, without even accepting or seen this plan. I inmediately send them an email with my concern, hoping that the plan could be revised and fixed in some way, perhaps adding more months to it, to adress the issue. After 2 days of no responce, I decided to call over phone in an attempt to save the company some work and materials as I was definitely not going to accept this as it is. The representative aknowledged the issue I was refering to and said it placed the plan on hold while it was revised for a plausible adjustment. A long time passed by with no updates until I got emails reporting the process as going as normal, telling about the alligners being manufactured, etc. I have emailed and called again to adress this concern as the process should not be happening being on hold. Call did not gave me any update or news on the revision, other than assure is still on hold. More time passed by and I continue getting more emails about process still going as normal until finally got an email about the revision, from a dental assistant, telling that the plan looks good, that it pushed the teeth forward to correct the overcrowding, but never mentioned anything about the overbite issue, as is completely ignoring it. How can a plan can be described as good if the website offerings shows an example of this, described as an overbite problem; it shows it as a problem that is elegible and correctible, and when clients with overbite problems contacts the company, they are told that issue must be solved. However, in this case, where the overbite problem is being introduced by the plan itself, is not seen as a problem, and is not in any way pointed out or adviced. Knowing this, I called again as emails has proven to be slow, taking almost a week if not ignored, to be responded. This time I was transfered supposedly to an actual practitioner and not just an assistant, I was put on hold, then told the obhious, that an overbite problem was being introduced on the plan, and that adjustments to the plan could not be made to fix this. I asked very specificly if it was in any way plausible to make the plan in a way it wont introduce any issues, and sadly was assured that the alligners could not achieve this, as would need rubber bands to properly fix the problem, and that is solved only by traditional braces. This clearly leaves no option but to cancel the plan and issue a refund, and evidences that the alligners plan must have been rejected/denied as soon as the impressions were studied, or atleast, could have been warned of the limitations and the problem that was being introduced / traded for. The fact alone, that the plan was moved forward knowing this particular case is no candidate for the invisible alligners, is anti-ethical, and in a way, a plausible malpractice. Even worst is the fact I was not made aware of the problem, or had the option to review it. Both parts knowing this, I was told the plan was going to be canceled and money refunded, however, it was not really canceled on this call even when i was told otherwise, and i was not refunded. After couple weeks had to call again, and was told the cancelation has not been worked on, the representative made the cancelation order this time, which is unnaceptable. After and troughout all this, I continued receiving emails about the updates on the alligners production as everything is going normal. I been ignoring these now as these may be autmatic and not representing the actual status of the order. A week after finally making sure the order was ordered to cancel, the order on the website reset itself to a review state, making me think it was finally canceled, but I have no clear communications about it . Sadly, I don't know if the money was ever refunded as it was disputed on my credit card to prevent it from ending in my statement. There has been a clear lack of important communications regarding the cancelation and refund process. In summary, My case was not admittable from the start as the alligners offered cannot properly solve my particular case, but company failed to aknowledge this and continued/charged the process as normal without having me aprove the plan when shown and/or advicing of the known limitations, trade-offs and side effects/issues being introduced. If continued with the plan, I would have ended up having problems when biting and eating. Customer service was slow and in cases misleading. Communications are less than appropiate.

This company lies I was told by two separate supervisors that I would receive a refund for a certain amount into my bank account and it never came then received a phone call from smile direct club that's when I mentioned the credit that I have not received. As I was put on hold for a little while she then came back and said that they cannot issue refunds back to credit cards or bank accounts they can only apply them to the balance of the item monthly. I am out raged especially by the fact that I was promised an even guaranteed that it was refunded especially after speaking to the second supervisor he said that the refund was already in process and should be in my account within 2 to 10 Business days. Now I still have not yet received my credit and I'm caring a whole Nother story how they can't do what they said the first two times. Also wearing these aligners they make you wear them for at least 22 hours a day and of course you have to take them out to eat and I know that there are things shifting and moving around however it is now my sixth week from the very beginning when I started anytime I take them out to try and eat food I feel as if my teeth are very loose and sore and I am afraid to bite down on some thing hard and not to mention how severe the pain is when switching retainers to the next oh level week The pain is unbearable. I previously had braces as a teenager and had a very mild case of crowding which a lot of people said I did not need fixing it did not look on natural however it bothered me some and the fact that I did not have a major adjusting needing to be done it's still feels as if I had the same set of teeth as when I was a teenager with braces.

Also on a sidenote when I first tried to contact someone about this credit that I was given through Smile Direct Club through wards program for doing stuff I had a an amount of $86 or so to use for shopping in their store online however they were broken up into smaller increments on several different cards and could not use them together to cash out for example I had two cards that were worth $18 each and I simply just wanted to merge all of the cards I had so I can make one purchase. So when I finally got on the app I saw that there was an option to message 80 smile direct representative and I began speaking to gentlemen I just provided their first name and I begin to explain to him what was going on and he was basically telling me flat out there's no way to adjust it and fix it and consolidate the different amounts into one. So then I politely asked to be transferred to a supervisor because I was unhappy with his replies there was no sympathy or compassion from him nor did he even try to ask management if that was something they could do he just straight up denied me. So even when I asked to speak to a supervisor he would not transfer me over to one and I politely said sir if I am a paying customer and I have a question beyond your experience and level to help then it is custom to get a manager or a supervisor and you are now denying me that. So the third time I asked him to speak to a supervisor or someone over at him he then had the nerve to ask what I needed to speak to them about. And I told the gentleman very politely again that it is something that he obviously could not help me with and I do not feel comfortable discussing it with him since he was shooting me down every chance he got and I wanted to speak to a supervisor about the way I was being treated and spoken to on their live chat being that I am a customer paying a lot of money for their services. So finally I had to in the conversation with him because he would not proceed to transfer me to someone higher up so what I decided to do was call the customer service number which I should've done in the first place but the live chat option was the first thing that I saw on the app. So I finally speak to a representative and I told him the situation and what was going on and he sincerely apologized and said he would put me on hold and get me a supervisor right away. That's when I was finally able to discuss the four or five different cards I had equaling $86 and I asked him if there was any way I could have my cards merged together and possibly receive a new code to type in with that amount when I finish shopping on their site and he said that what he would do was just get that amount and refund it back to me and it would go back on my card and that way I will be able to use it as cash for the store which I thought it was very nice and considerate of him to do that and offer that method. So that's when he said it would take a couple business days and I would see it in my account. A couple days went on I did not see anything and I reached back out again and explained everything and they put me on hold I guess to go speak to somebody else to confirm it and when he got back on the line he apologized and said let me go ahead and do this right now and refund it he said the refund is processed now as we speak and you should see it within two days five business days and that it was showing processed on their end. This was all happening at the beginning of August. And here it is September 23 and I have received phone calls in the last three days from smile direct club and every time they called hi start talking about why refund and where it is and that is when the lady proceeded to tell me that the credit that I was told was in process to be refunded to me actually ended up going towards part of my monthly bill.
That totally blew my mind and I was very upset. It's crazy how someone said that the refund was in process as we were speaking on the phone but yet a bill that was weeks later Took that remaining balance towards my monthly bill. And I told the lady that is absolutely wrong of the company to do I never said it was OK to use the credits the company gave me to use for the store to use as a part of my bill payment and at that it should've already been in my bank account so I've been having all of these problems I asked the lady to please not contact me back until she had a final and better answer because she kept having to put me on hold to speak to someone to get help and then get back on the line with me and I was tired of waiting and already *** off about the fact that I should've received the refund at the beginning of the month and I had waited this long and now they're saying that they can't process refunds like that. I cannot stand it when businesses or companies Lie or their agents are not properly trained and they give out false information or they promise to do something for you and they just tell you that instead of actually doing what they said they were going to do to fix it and you don't have to end up calling back about whatever matter it is because it never got resolved and this is one of the companies.

So the fact that A. I have not received my credit and my bank account still has me in flames I am so upset about it and upset about the two agents that lied to me promising me a refund especially the one who said that it was being processed on their end as a refund and I should see it soon in my bank.
And B. Having to go through this pain and discomfort while I am wearing these aligners and feeling like I'm not able to eat hard solid foods without my teeth falling out it's just not an overall good experience I definitely would not recommend this to anyone I would recommend going to someone who is actually seen by an orthodontist first get x-rays perform in print correctly and do it the right way.

And to anyone that is reading this message and has a Smile Direct Club I am warning you that the recipients on the other line of the chat are extremely rude and unhelpful they do not make you feel appreciated or even attempt to try and make an effort to resolve your problem it is hands-down by far the worst experience I've ever had and wish I had never done it

What a complete and utter joke this company is. How they have an A+ rating on here with all the outrageous reviews and quite frankly criminal business practices is honestly the most puzzling thing I think I have ever seen. The simple fact that they reply to these reviews with a template response from "Anna" to email them at their reviews department just goes to show how little they care about their consumers. I have NEVER seen such gross incompetence from a company in my entire life.

I started my smile journey in March. I went into a SDC location to have my scan done. I have two minor gaps that I would like closed, one on either side of my top front teeth. The teeth are straight as are all my other teeth. I am advised by the rep at the SDC location that this should be a very simple and quick process and that they can definitely close those gaps. Within a few weeks I received my aligners and was excited to start my journey.

Upon putting in my first set of aligners I could tell they were quickly and cheaply made. the rough edges on the aligners left cuts in my mouth that took several weeks to heal given that they kept getting scrapped by the aligners. As instructed by them in their documentation I filed down the edges for them to fit more comfortably. EVERY set I put In I had to go through a processes of filing, putting them in, taking them out to refile and over and over until they weren't cutting my mouth. Several of my aligners the plastic was so thin there were small holes in them.

Even with the aligner issues I was still excited about the end result and figured that once the gaps were closed I would forget the pain and be happy with my new smile. My 3D plan looked great and exactly what I was looking for. My smile plan was only for 4 months, toward the end of my 3rd month or 90 days I was getting a little worried as my gaps had made no movement, my bottom teeth had moved so much that they now had small gaps in between them which was shocking given that those teeth did not need an adjustment and my bite, that was perfect before, was now off. I was expecting to receive the email regarding steps for my 90 day evaluation. I never received this this communication, I had to contact them regarding this. In my honest opinion I believe they purposefully do not send it out to that your are in violation of the guarantee for not checking in at 90 days.

After contacting them regarding the missing review I received my instructions to send pictures. At no point in this process was I able to provide feedback on my concerns. They requested 3 pictures and that was it. Knowing those 3 pictures would not be enough I replied to the email with another 4 photos (so 7 sent in total) and a list of all my concerns. Over a week goes by with no follow up. I send a follow up email and several days later received a reply that they needed more pictures. This processes goes on several times. Over all I think I have sent them close to 20 pictures. After all of this and still not feedback I am finally advised that they only contact back on the evaluation if their is feedback from the doctor. At this point I am very frustrated as I have listed several concerns. I reach out on the chat to try and get connected with my doctor. I am told by the rep that doctors does not get on the phone, chat, or send emails to consumers and that all information is passed on to the doctor through the dental team. WHAT?!?! I am unable to EVER speak with my doctor? After a painful back and fourth I am transferred to a member from the dental team. I am advised by her that they are still waiting on pictures. I advise her that I have sent around 20 photos at this point to which I am informed that they were not placed on my file. The rep advises that she will send me an email to send the pictures again and the doctor will review. I advised her that I was not seeing an email come through for her and she tells me that there can sometimes be a small delay. 48 HOURS LATER I finally received this email. I again sent back ALL the photos and feedback. Over a week goes by and no word from anyone. I send a follow up email and days later receive a reply that the doctor has stated that due to my anatomy my gaps could not be closed WWWWHHAAATTT! I have since seen my dentist as well as an ortho that in all their years of work (20-30 years each) that they have NEVER heard of this and that those gaps can be closed. After receiving the email I contacted SDC by phone to get this addressed. After a bunch of run around I am FINALLY transferred to someone on the dental team. I advise I want to speak with the doctor immediately and I want this plan canceled with no future charges and a full refund. She states that since the doctor is also a working ortho that they could not transfer but can schedule a call with the doctor. I looked up my doctor after only to find that he in fact does not currently practice. She PROMISES that she will send me an email later that day with a time to speak to the doctor. I NEVER received this email She also stated that she cannot transfer me to the team that handles cancelation because that team does not take any inbound calls including internal calls. She states she is opening a ticket for them and that I should here back in 3-5 days. Over a week goes by and I had not received a communication from anyone. I call back in and after again more run around I am transferred to a manager, He also states that he is unable to send over the call to that team however he has emailed the manager for that team to escalate the issue and that she has replied that she has assigned a member and I should have contact with an account manager within 48 hours. He also PROMISED that he would keep an eye on my case and follow up if he sees nothing has been done. Another week goes by and NOTHING! AGAIN I call in and while trying to get connected to a manager and after being on hold for 30 + min I am told that there is a shift change and I will need to call back in 20-30 minutes to speak with a manager. At this point their excuses to try and get you off the phone are just laughable. I call back in an hour later and am transferred to a manger where I am told that my cancelation ticket was not opened until the week before and not several weeks before when I requested it. How was the previous manager able to escalate a ticket that doesn't exist? He also tells me that since I am done with my plan that the team assigned ticket can't do anything and that it needed to go to another team that specializes in cancelation like mine. And you'll never guess... that team also is unable to be communicated with. I am livid at this point, he states that there is nothing he can do because he is unable to contact that team and that NOONE can contact them. He advises to wait another week and that I should have a call by EOW. NOTHING!

I had placed a stop hold on my account to ensure that I have no future charges go through so imagine my surprise when the charge for this month goes through. I call my bank only to discover that the reason it went through was because the naming convention the charge came in with was different then the one on a stop payment. EVERY SINGLE TIME they charged my account it was with a different naming convention. In my honest opinion it seems like they do that specifically so stop hold cannot be placed.

At this point I am now having to get treated by a real ortho to not only solve the main issue I have but to also address all the other issues that these aligners gave me. This company is repugnant! They are a total scam! Please do not waste your money on this. If my small gaps within my straight teeth can't be fixed then they certainly cannot fix major teeth issues!

If anyone for *** is reading this feel free to contact me as a witness for your current lawsuit where you told the truth and exposed them and they want to keep scamming consumers.

I'll be hiring an attorney shortly to file claims for monies owed! SDC your disgust me!

This is a very long review so grab some popcorn or something before you start reading this. I started smile direct very hopeful and happy to finally have my teeth fixed. I got my teeth scanned and was quoted with a !6 month plan! (Important for later). My new aligners arrived within 3 weeks and I was super excited about how fast they came.. (welp just know now that that one thing is the only thing positive I have to say about them).. I tear open month 1 week 1 and notice that there's literally only 2 bottoms in the month 1 week 1 pouch so no top teeth retainer? I call them and they tell me I have two options: 1. Skip the first week and go straight to the second week or 2. Wait 4-6 weeks extra for them to send me a new week 1. I Wish more than anything that I would've used that as my sign to RUN! So good decide to skip the first and go to the second week.. I spend the next 4 months following their guidelines very strictly by making sure I have the aligners in at all times and to never switch them early.. I hit month 5 week 1 and my aligners won't slide onto my teeth at all. I mean they literally didn't even look like my teeth they were so different from the week before that I couldn't even believe they were for my teeth? So I call customer service and they agree to have me re-evaluated for new aligners.. I was disappointed but okay fine. So I get quoted that my new plan will be !3 months! and that they'll be arriving in 4-6 weeks. 5 weeks go by and I hadn't even received an email saying they'd been shipped or anything so I call and see what's going on.. their customer service is the worst thing I've ever seen in my entire life. I called over and over again, talked to multiple people, and had multiple people tell me they had no idea where my aligners were and had no idea when they'd be coming?!? All they could tell me was that they were sorry?! At this point, I've been wearing month 4 week 3/4 aligners for 7 weeks! Now it's been 7 weeks since ordering my new set of aligners and my month 4 week 3/4 top aligners break in half.. I call and ask what I'm supposed to do since my new aligners clearly aren't showing up anytime soon and I'm not kidding you when I say they literally told me it wasn't their problem that my aligners broke so if I don't want to wear broken aligners, then I need to go invest in temporary aligners at Walmart until they can get my new aligners?! OKAY WHAT?!?! It's not their problem?! They're the ones taking an ungodly amount of time to give me my aligners?! So at this point, I'm pissed off but I want to have straight teeth so fine! I proceed to call again and again and again over the next few weeks and get told repeatedly that they don't know where the aligners are or when they'll come but they are "oh so sorry". I end up calling during those weeks with the complaint of "okay so now my aligners are officially in 4 broken pieces" and they still try to tell me it is not their problem! I end up throwing a massive fit with them every single day for the next 6 days in a row before finally they offered to refund me $80 to go buy a temporary aligner! WHY AM I HAVING TO EVEN DO THIS WHERE ARE MY ALIGNERS I PAID $2000 FOR! So finally after ***14 WEEKS*** I receive my new aligners! I see a !6 month! supply (like I said earlier, they quoted me at only 3 months for my re-evaluation) so I call customer service and ask them why I received 6 months instead of 3. They literally put me on and off of hold for the next hour while they frantically try to figure out what they messed up this one billionth time and they proceed to tell me that "we're so sorry. We just talked to our dental team and looks like you actually needed another 6 months, not 3. So this 6 month kit you got is the right one for your evaluation" and I repeat everything he said back to him and said "so you're sure that this 6 month kit is right?" And he tells me he guarantees me that it's right. So, I get 3 months into that kit and all of a sudden, I receive a random box of 3 months of aligners? I open them and THEY ARENT EVEN MY TEETH! THEY ARE SOMEBODY ELSES ALIGNERS SITTING AT MY DOOR WITH MY NAME ON THEM! So I call them again and ask them what's going on (didn't tell them immediately about how the aligners weren't even my teeth) and the customer service person proceeds to tell me "oh those are for your 3 month evaluation".. so I explain how the customer service told me 3 months ago that I had to do 6 months over again and how the 3 month plan on my porch isn't even my teeth! At this point he's literally not even talking anymore because he knows their company just meeeessssed something up! So after my long conversation, turns out the 6 month kit I got 3 months ago and had been wearing for 3 months were indeed the wrong kit just like I had thought.. 2. The kit on my porch was for my teeth they just screwed them up so bad that I couldn't recognize they were my teeth and 3. That means that my new re evaluation kit took, not 14 weeks like I had thought, but actually.. 26 WEEKS! Guys that is half a year! So at this point, customer service is like well just continue the 6 month plan like you've been doing.. so I do that. Over the last 3 months of my plan, I realize my aligners are NOT OKAY! I'm waking up to blood soaked aligners, my gums are completely destroyed, and my mouth is so sore I can't even chew! So I call customer service and explain my issues and they said they'd have my dental call me back.. they never call me back. They don't even care that their customer is wrecking their mouth to the point of their aligners filling with blood? Not even remotely surprised at this point because I've already long decided this company is the trashiest company I've ever seen in my entire life. So, here I am today April 23 on my last pair of aligners.. month 6 week 3/4. What was supposed to be 6 months has now stretched into 15 months.. and my teeth are still not straight. Imagine how you'd feel after being told you'd have straight teeth in 6 months to now being at 15 months and still having crooked teeth! I call the company and they are giving me two options: 1. I can quit on my own terms and stop now and deal with the fact I paid $2000 for nothing or 2. I can be re-evaluated AGAIN and start a new plan with them for no cost.. I talked to them about maybe being willing to be re-evaluated one more time (because obviously I want straight teeth) and they tell to send in pics for my re-evaluation and I get an email a few days later like "since we can't do your scans in person because of corona, we're charging you $29 to have a kit sent to you but we'll refund it back when you send us the kit" OKAY I DID NOT GIVE YOU PERMISSION TO CHARGE MY CARD FOR ANYTHING!? (They charged it immediately) and then when i asked about how long it'll take to send me the kit, they have no idea! How are you going to place a temporary charge on people's account with no response as to when they'll take it off? IN MIDDLE OF 4.4 MILLION AMERICANS BEING UNEMPLOYED! Then, I ask them how long they think it'll take for me to get my new plan after the kit has been sent back, plan is remade, aligners are made, and sent out.. and they literally tell me they can't give me an estimate but with everything going on, they won't be surprised if it doesn't come THIS YEAR! YOU HAVE GOT TO BE JOKING WITH ME! So after all of this I've gone through I have no choice but to leave with my crooked teeth because I cannot go through what I've gone through these past 15 months any longer! So it started at 6 months, went to 15 months, and (considering my problems I had after my last re-evaluation- wore 4 pieced broken aligners for 7 weeks, waited 14 weeks for the wrong aligners, restarted 6 months) now they have every intention of me stretching it out another 3-6 months just to receive the aligners plus 6 months for my new plan. SO *** YOU SMILE DIRECT! 6 months turned into 24-37 months and that's IF my new plan would've even straightened my teeth! How do they expect me to even trust them again at this point!? Also, their reviews on their site are FAKE! I checked their site at 3 pm today and they already had 7 amazing reviews posted from today alone?!? Obviously they're generating fake reviews!

I have never had a worse experience with a company, EVER! They only advertise their good reviews, which are probably paid for and the "actors" probably didn't even use their product. As for my experience, it has started out okay but turned into a nightmare pretty quickly. I went in for a scan at a local smile club store. They scanned my teeth, wanted me to agree to treatment that day, and they had me to sign some paperwork. I refused to agree to treatment until I saw what the finished teeth were going to look like. After 2 weeks, I received the treatment plan and projected pics of the finished teeth. I then agreed to treatment and paid the down payment. I received my aligners around 6 weeks after paying the down payment. The first 4 aligners showed no visible progress, and they were quite loose on the very first day of applying them. I was worried so I called in to request a refund and to stop treatment. I was contacted by someone named Charles and asked to please give it a chance. He extended the refund date by 30 more days, gave me a $200 discount, and promised me some free retainers. I agreed to keep going forward. Before the next 30 days were up, I called Charles because there was still no visible progress. I could not reach him. I left numerous messages but received no return call. I continued to wear my aligners and follow the directions originally given. At around the halfway mark, I received an email asking for pictures of my teeth. I took the photos, which were really difficult to obtain, and emailed them to the company, along with my concerns that my teeth were not tracking properly (in my opinion). About 2 weeks went by and I heard nothing. I called to ask why no one had gotten back to me and was told that I never sent in the photos. I explained that I did and that someone had made a mistake. I was then set up to go into a local club store to have my teeth re-scanned for refinements, and promised that they would get my teeth straightened to my satisfaction. I showed up, on a Friday evening, for my re-scan. I was informed that I had to sign in on an iPad and agree to some terms and conditions. The person working there told me to just click on the boxes, to agree, so we could get started. I said that I wanted to read these terms and conditions. I opened the link and saw that if I had signed, I would be entering a new payment contract with the entire amount being charged a second time. I asked what they were trying to pull (refinements are included at no cost) and refused to sign. They stated that I could not proceed if I did not sign. I asked them to call the main company to find out why they were attempting to have me pay for full treatment, again. The manager called the company 3 times to get clarification. The call was disconnected all 3 times. By this time, I had been there for over an hour and had accomplished nothing. I was told that someone from the corporate office would call me once they figured out what the problem was and got it corrected. I did not get re-scanned that day. About 5 days later, after not hearing from anyone, I called the corporate number. I spoke to a rep who stated that no one had fixed, nor worked on, the problem, but he was the man who could do it. He told me that the original person had booked the appointment as a new scan, but he would fix it. We set up a new appointment. I went in to a different local branch to get the re-scan. When I arrived, they asked me to sign into the iPad, which asked me to agree to the terms and conditions. I opened them and there was another new contract asking for payment of another full treatment. I, again, refused to sign and explained what had happened previously. The manager called the corporate number. They asked her to have me sign and not worry about it, they would correct it later. I refused to sign. The manager asked the other girl to just scan me without signing and they would figure it out. After not hearing anything for a few days, I received an email stating they had approved my refinements and would be creating new aligners. I called to ask if they could be rushed because I only had 2 sets of aligners to go and needed to keep going forward. I was told that it would be 5-6 weeks before I received them and that I was to just wear the last pair of aligners until they arrived, which I did. At EXACTLY six weeks, I received the new aligners. I opened the Month 1, Week 1 set and attempted to apply them. I could not get them on my teeth, at all. I looked at them and the gap, that we were attempting to close, was already closed in this first set. I immediately called in to corporate to tell them what was happening. I spoke to a woman who asked me to open a few of the sets and tell her how they looked and how they were labeled. Some of the later sets had the gap wider than the first set. She asked me if I wanted to open them all and try to put them in the correct order. I informed her that I am not a dentist and asked her how I would even begin to know how to put them in the correct order, and that even a millimeter off would cause problems. She them asked me to send the back to have another set made and sent out. I asked how long it would take to receive this new set. She said 5-6 weeks. I asked what I was supposed to do to not backtrack in the meantime. She said to continue to wear the last original aligner. At this point, I was so upset and I said that i would like to return them and receive a refund because there had been too many problems. She said that she would get that started immediately. I did not hear anything for about a week. I called in to inquire why I had not heard from anyone. The rep informed me that no one had made any note about me wanting a refund, but he could definitely take care of it. That day, I received an email with return instructions, including the fact that I had to get tracking for the package and submit the tracking information via email. I packaged the entire set of refinement aligners (including the original packing slip), took them to the post office, and obtained the tracking number. I then sent an email listing the tracking information. About 4-5 days after seeing that the package had been delivered to Smile Direct Club, I phoned in to see when I would hear something about my refund. I was told that the aligners had never been received. I explained that this was incorrect and that I knew they had been received. I was told that I could not speak to anyone higher than the entry-level person I was speaking to, but they would send an email stating that someone need to check on the situation. I was told that I would receive a response in 3-5 business days. After a week of not hearing anything, I called back. I was told that there was no update on the situation. I asked to speak to a supervisor. I was told that I could not speak to a supervisor because they were busy. I then asked busy doing what that they cannot speak to a customer. I was on hold for about 30 minutes and a person claiming to be a supervisor got on the phone. I explained everything (for about the 100th time) and then asked him to see what the problem was. He again stated that the aligners had not been received. I asked him to tell me what the tracking number was. He called out some number that did not have any resemblance to the correct number. I gave him the correct number and he stated that the aligners had been opened, checked, but that no one knew who they belonged to. (Remember I said I included the packing slip with the aligners?) He then stated that he would let them know that they were my aligners and to begin processing the refund. After several more days of not hearing anything, I phoned again. I was finally able to speak to someone who seemed like they were willing to help me. She promised that she would try to figure things out, get some responses, and call me back. After a few more days, I received an email saying that Smile Direct Club was sorry to see me go, but my treatment had been cancelled. That was it. No refund information. I then called again. A girl explained that I had not sent back all the refinement aligners and that some of the packages were opened and that I now owed a balance of $120.xx. I said the they were crazy and that all of the aligners were there and they were not going to get away with lying. As she and I were talking, the other helpful representative called. I disconnected with her and answered the helpful rep. She then repeated what the first girl had said. I explained that I did send back all the aligners and asked her what I was supposed to do with aligners that did not even fit on my teeth. She stated that none of what had occurred made any sense to her either. She asked me to allow her to do some investigation and get back to me. She called back about an hour later and stated that she had reached out and was waiting to hear something. She also stated that she would call me once she received a response. That was yesterday. Today, I received an email stating they had reviewed the case and decided I owe $120.xx. I phoned in to tell them that I now plan to sue the company. I did some research and realized that I can carry them to small claims court. This is what I plan to do if I don't hear from someone by tomorrow evening. Bottom line: DO NOT GET INVOLVED WITH SMILE DIRECT CLUB!

It's been more than 5 days &I still haven't heard back from an "Account Manager" regarding my refund even after speaking to SmileDirect Club "Dentist" Product Purchased Date -09/18 If you aren't satisfied with your results, have you notified SmileDirectClub? -yes If so, have you spoken with your account manager? -no Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -yes 6/17 - Email sent to [protected]@smiledirectclub.com. Background: I completed my 6 months, but teeth was still not straightened. I got re-evaluated and sent a second set of aligners to wear a month later. These aligners came in warped, but little did I know at the time and wore it for about a week without realizing how bad they were until my wife pointed it out to me. I called SmileDirect about my concerns, and a dental hygienist told me to continue to wear the aligners so that my teeth won't shift! I was baffled! I called to complain about the aligners and was told to continue to wear them even though they're warped! That is crazy! My SmileDirect Dentist, *** - who I had to *** to find his contact info, I sent him this email, below, he called me back and told me to STOP WEARING THEM! I told him I need his assistance to help me get my refund back, that was on the 17th. I can't believe these "dental hygienist" would give out such advise when they have no clue what they're talking about. She even had the nerve to say, trust me, I went to school for this! UHHH ok... *A link to my *** Drive with photos and videos were included in this email.This will show all of my concerns that I've addressed repeatedly with your dental team members, which are all documented: 1.) The two top front teeth very loose and sometimes bleeding throughout the night 2.) The two top side teeth on each side of my two front teeth are positioned in a way where it won't allow my to front teeth to align 3.) My under bite has widened compared to before. See previous photos that I've sent to you for my reevaluation 4.) My gums bleed due to the aligners scraping them 5.) My inability to take a bite of food because my teeth is loose and hurts when I eat 6.) The aligners, as you can see in the video are warped, and the way the top aligners for the two front teeth are angled to the right and are not straight. 7.) Throughout this whole process, not one time did any of you or my "DENTIST" have ever reached out to me for a follow up to see how I'm doing with these aligners. 8.) Watch the video of the initial consultation I had with your dental team member who promised that these aligners would correct all these issues I just mentioned. All lies. And I fell for it. All of these issues I have discussed with many of your team members and it appears that they are falling on deaf ears. And I'm just getting the run around. I am so appalled by this whole process and everything that I've mentioned above has caused me severe anxiety. I have lost over ten pounds over the course of this journey due to my inability to eat right because of my teeth hurting so much. I NEED to talk to a Supervisor/Manager or someone up the chain that can actually help me. I am done talking to 5 different "dental team members" that have no clue what they're talking about because I am tired of repeating my concerns over and over again. I'm at the point of filing a complaint with the FTC of how I've been treated by SmileDirect Club. SO MANY EMPTY PROMISES. I look back and realize how I was baited and feel so foolish of myself. Apparently I'm not the only one. I saw the *** investigative report recently and realize so many have this issue: https://www.***news.com/health/health-news/things-didn-t-feel-right-some-smiledirectclub-customers-report-problems-n1134056 I request a FULL REFUND, immediately or I will file a complaint. I have everything documented. *Update 6/22 Still haven't heard back from an Account Manager regarding my refund. It appears that my emails are now being ignored. I've sent emails to these addresses: SmileDirectClub Support , [protected]@smiledirectclub.com, SDC Dental Team I want my refund, you guys are a scam! Thanks.

After my treatment, I ended having an open bite and my jaw has been shifting more towards the left Product Purchased Date -11/19 If you aren't satisfied with your results, have you notified SmileDirectClub? -no If so, have you spoken with your account manager? -no Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -no Before treatment (trt): I bought SDC on 19/11. During the digital digital impression of my teeth, I've been asked about the issues I wanted to address (this was tape-recorded). I said I was hoping to align the bottom incisors to those of the top, among other alignments, to improve my overcrowded teeth. When I received my "future smile" (11/22), I warned SDC that I would have an open bite (OB) and that if this was the case, I did not want to receive the trt. I sent a reminder email on 12/03. Finally, the OB issue was addressed on 12/19. Ironically, my aligners arrived on 12/23. My mistake #1: not having sent back the aligners as soon as they arrived, given that the company did not address my concern about a possible OB. During the trt: There were about 4 aligners that cut my tongue. I did not complain about that because I didn't want to compromise keeping on track (my mistake #2). To be covered by the company's warranty you're required to wear the aligners 22 h/day, send progress pictures, and buy retainers after half trt, when you don't know yet the final outcome. To be able to send the pictures, you have to contact the company for them to explain how to to this (explananations do not come in the userr manual). When I sent my first set of pictures, I received the following statement "We noticed that you've made great progress with general alignment on top and bottom and closing the gaps." Note: I never had gaps, au contraire: I had overcrowded teeth. I wonder, does a real dentist follow up with these pictures? After trt: I finished my trt by 06/08. I ended having an OB, but worse than that, my jaw shifted more towards the left than what it initially was. I sent the 6-Mo pictures together with my complaint about the OB. SDC responded immediately, saying they would send this issue to a dentist to evaluate my case and offered to continue my trt. I then read this terrible article about SDC https://www.nytimes.com/2020/01/21/technology/smiledirectclub-smile-nda.html and learned that ortodontic trt can reduce the bone mass around the teet. Also, wearing these things 22 h/day for 6 mo was not comfortable. So, I decided I did not want to continue trt with them and requested a refund on 06/11. Finally, a response on 06/26 stated that "full refunds are only guaranteed within the first 30-days of receiving the aligners after the cancellation offer is prorated and based on the number of aligners provided and worn, the amount paid to the aligners, and the amount of progress made" and that "The Consent and History form does state that some teeth take longer to move, which was the case with (sic) my teeth ... According to our policy, this case does not qualify for a refund or full balance waive ... However, in understanding your concerns, as a one-time courtesy to you, I will provide you with a partial balance adjustment of $748.50 CAD." So, I requested the company to see the consent they are mentioning. I presume this must be stated within some contract that I must have signed as a customer. To this request followed a very frustrating coming and going of emails and phone calls. Result: All I received was proof of my signature towards the sum I would pay (attached) Given my increasing desperation with a new tic I have when trying to accommodate my new OB and my fear of wearing my front teeth (there is only one point in which my upper and bottom teeth are in contact and is on the front left teeth), seeing that this was going nowhere and that if SDC is not refunding me, I cannot afford going to a dentist, I wrote to the company on 07/21, saying that I would accept to continue with the trt but if I have a say on it. I did not receive a response yet but given the company's growing bad reputation, I fear for what's coming. So, I decided to finally file a public complain.

They said I was a candidate to fix my teeth. They lied and still want me to pay for it. Product Purchased Date -4/4 If you aren't satisfied with your results, have you notified SmileDirectClub? -yes If so, have you spoken with your account manager? -yes Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -yes on 4/4 I saw a commercial for Smile direct club. After reading all they had to offer. I signed up just to see if I could be a candidate for this program. On 4/5 I received an email saying my impression kit is on its way, I paid $29.00. I received 4/7 I waisted no time. Using the tools they sent I took impressions of my teeth and I took photos. once I was done I loaded my photos onto an account to be determined by a Doctor. One of the questions that was asked in the forms was to explain what I wanted fixed. I have 2 front teeth that are together with a tiny gap that I have no concern over but I also have 2 large gaps. 1 gap on each side of my front teeth. These gaps are big enough to each fit my thumb ( I was not born with all my teeth and I can not afford implants). I was specific on what I wanted fixed. on 4/14 I received an email telling me that Smile directs dental professionals had reviewed and approved my photos. I was going to get my embarrassing smile fixed! I cant explain how happy I was. on 4/15 I received an email that they are working on my impressions. I was to pay it off in 23 payments for 79.66 a month to be a total of 2,161.85 on 4/28 I paid 250. I was sure that the price included a retainer for $100.00 but I never received it. I cant prove it so I never said anything about it. It took about 5-6 weeks just as they said it would before I received my aligners you only see one aligner at a time. There is a sticker in the box that says "Be patient and do not look ahead" so I only took 1 aligner at a time as directed and never looked ahead. I did not want to mess anything up. I never went back into my account. I had everything I needed. I thought the rest was up to me. after several weeks of treatment and no change to my large gaps between my teeth I pulled a retainer out that said "You are half way done" I ripped through the box and saw I had only 4 retainers left. I tried to be positive I didn't want to call if I misunderstood something. so I figured maybe they send 2 sets just encase people don't pay. I thought maybe I had a second shipment on the way. I reread through the papers and found no explanation. So l logged into my account for the first time since I submitted my photos. They sent me email updates all the time. I just read those. While looking for the number I saw a 3D image of my teeth not being fixed. I panicked and looked for a 2nd image thinking maybe they update a second image when they ship a second box. I found the number and called them on July 16 at 1:45pm I spoke to the assistant who told me I needed to wait to speak to someone who could better help me. At 2:04pm I spoke to a Simone B who sent me an email asking me to send photos of my teeth. I sent her 6 photos the same day. on 7/17 Linda A emailed me needing the photos sent in a separate attachment so I did. in the same day I received an email from Lyana R saying "The problem is you are missing your lateral incisors. Those gaps are not possible to close. The idea is to close your gaps between your two front teeth so you can get implants". The gaps of my front teeth I can close with a rubber band. I replied that someone should have communicated that with me through a phone call before approving what I was asking for. I then asked for a refund. on the same day 7/17 Lindsay E emails me my case had been sent to an account manager and to give them 5-7 business days to call. On 7/28 and 7/31 I still did not hear anything. I did call in-between 2 times while waiting. on those days I sent an email reminding them. on 8/17 Brandi responded to how I need to return the aligners and that they cannot give me a refund. so I did and I accepted that I would not get a refund. Today 1/13 I received an email from Whitney saying I need to pay $845.93. They also turned me into collections.

They gave me warped aligners and I've been fighting 6 months for either new ones or money back! This entire time they are still taking my money Product Purchased Date -02/28 If you aren't satisfied with your results, have you notified SmileDirectClub? -yes If so, have you spoken with your account manager? -yes Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -yes My issue with smile direct started in July when i switched to aligner #15 and they did not fit as they were warped. After numerous runarounds I was finally told I was approved for a reevaluation and to send new molds in of my teeth, which at first they told me i had to pay for. Which I thought was ridiculous considering it was not my fault they sent me warped aligners. Eventually after complaining they sent them for free. I did the moulds, sent the pictures they requested, I then was sent numerous emails asking for more pictures of my teeth as they wanted more pictures. They assured me at this time the process would be fast tracked as i had already experienced significant delays from them. Few days later I was told the dentist had all that he needed and I would be contacted within 3-5 days with my new plan and then my new aligners would be made and sent out. Mind you at this point it's already been three months of my teeth regressing waiting for them to hurry up so that I can get the new aligners and finish my plan. And it wasn't an easy process between them telling me to pay for the new teeth molds,telling me they shipped them to they didn't ship them to that they were now free etc. Weeks upon weeks of frustrating emails. Fast forward to October I have been told the 3-5 business days, I waited two weeks with no email. I then sent over the course of the following six weeks, over six emails to which all were ignored, I reached out on *** to which they told me again 3-5 days. So I waited another week after that then tried live chatting with them, on the chat I got the same generic reply telling me to wait 3-5 days and 5 days later again when i reached out on chat again. I then spent a couple days emailing, commenting on their *** posts etc. During which I was on with the chat representative giving it one last try and I told her that I wanted to speak to her superior as she was giving me the 3- 5 business days replies for the third time.She also told me I needed to be patient and wait for my evaluation to be approved which makes absolutely no sense if in July I had already been told I was approved for reevaluation. So this all confirmed nothing has been done in the last six months. when I asked to speak to her superior because I was getting tired of the same replies over and over she then closed the chat and left the conversation! I have now sent an email and reached out on *** again and I'm still getting ignored. The last two months I have requested my money back numerous times as I'm getting increasingly frustrated the money is still coming out of my account yet I have no aligners since July alone they've already taken over $600 out of my bank account while ignoring my emails and giving me the runaround, never mind the money I have already spent up until that point. Lastly December seventh i was told in an email "Hi Ashley, This is Gabriella, the Supervisor that left you a voicemail. I reached out to you because I was notified that you had called in requesting a member of leadership. To provide you with an update we have escalated the situation to get these plan approved as soon as possible, the missing photo was already attached so our production team is working to get these done, please provide 24-48 hours for the team in charge to provide you with the new 3D plan. As well and just as a compensation we applied a $150 adjustment." I did not receive my 3D plan and i have never received this $150 adjustment either. I reached out December 14 and was told to wait 3-5 days! I reached out on live chat dec 17th and they said the same 3-5 days. Throughout the mountain of emails I've repeatedly asked for my money back. They just ignore my request. I've had no aligners for 6 months now. I have over 30 Pictures of emails and chats. It just won't let me upload more then one file for some reason.

My reevaluation request was approved within 30 days of completing my aligners, but SDC refuses to honor this and argues with vague policy. Product Purchased Date -01/30 If you aren't satisfied with your results, have you notified SmileDirectClub? -yes If so, have you spoken with your account manager? -yes Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -yes At the end of January I purchased SDC aligners, completed all check-ins, registered my aligners online, and made all payments on time (which I am still doing). In August I requested a reevaluation (within a month of completed my aligners) and was approved. This required me to send photos of my teeth including specific concerns. "Reach out to us within 30 days of completing your smile plan for the warranty to remain valid", is what the website states. These are directions I felt that I followed. To be fitted for new aligners, I would need a new impression kit mailed to me. I do not live close enough to any SDC locations that do scans. I expected the kit to arrive before leaving for graduate school, but it did not. Because my masters program was accelerated (2 years in 1) I would not be able to go home until ***. When I spoke to an associate on the phone about my concern for the quality of the kit, they said it would be OKAY. When beginning my initial set of aligners in January , there was also a delay in submitting my aligners due to my education, which SDC did not have a problem with, even though I submitted them past the expiration date on the side of the box (a point I will come back to later). A major reason I chose SDC as opposed to a traditional orthodontics office was because of periodic relocations for school. I thought it would make it easier to manage. I also thought SDC was a company that understood this type of lifestyle. Fast-forward to completing my masters degree in ***, I returned home and immediately completed my impression kit. During my time at school, I wore my last set of aligners as instructed, even though I felt like they stretched out. Before sending the impression kit, I spoke with an associate who said if there was an issue with the impressions someone would let me know. I received an e-mail on 5/13 stating that the impression kit was received. Time passed *** I hadn't heard anything, which is especially frustrating since I'm trying to use this time to prepare for the next leg of my education. At the beginning of June I spoke with an associate who told me they were missing a photo of my teeth and I should have received an e-mail. I checked my junk, clutter, trash, the depths of my inbox nothing. She resent the email and I happily resent the requested photo. On 6/13 I received an e-mail saying my reevaluation request was approved (wait? I thought I already was approved, and that I was just submitting a missing photo?). This e-mail said that I would need to pay for ANOTHER impression kit, even though there was nothing wrong with the one I sent, and that I would have to pay and additional $99 a month for a reevaluation since I submitted a request more than 30 days after completed my aligners. I immediately tried calling, but the phone lines were tied up for several days. Eventually I resorted to online chat. On more than one occasion I was told the doctor would be consulted and I would hear back within 10 days (which never happened). I always had to follow back up myself. When I was able to speak more in depth with someone, they reiterated the e-mail even though I explained that I did what the company asked by "reaching out" and responding within 30 days of completing my aligners. One associate tried to say that the date on the impression box was within that policy, but that wouldn't explain why my initial set of impressions were accepted in the first place. When I asked for a clearly outlined policy I was provided with links, but none explicitly stated these guidelines. If they had, I would not be in this situation. I have also searched the website myself for any information and clearly defined rules that *** help resolve my issues but I can't find anything that states what is and isn't including in responding in 30 days, especially since I already received approval.

SmileDirect did not cancel my account when I asked and refuses to refund me. Product Purchased Date -09/25 If you aren't satisfied with your results, have you notified SmileDirectClub? -no If so, have you spoken with your account manager? -yes Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -yes In September , I went in for an appointment and paid a down payment of $250 for SmileDirect towards a total amount of $2,386.00. During this visit I asked questions such as "Is there a Doctor I will be checking in with?" The associate responded saying there is a monthly check in I have to make sure I do where they will track my progress. While waiting for the aligners I did some further research and found plenty of bad reviews. The end of October , I finally received the aligners and a payment of $89 was debited. I attempted to still give it a try anyway. In early November , I called to have a debit card removed on the account and to have my account cancelled as the aligners were making my teeth loose and they were bleeding. I was told a request was put in to remove the debit card. I asked why it could not be removed immediately and was told that department is in another location and they have to put a ticket in. To this day, that card is still on file. When asked to cancel I was told "a request has been submitted" and that I would receive a call back within 5-10 days in regards to cancelling the account. I asked to have the call escalated because I have never heard of any business needing that many days to cancel an account. Up until today, January 22, SmileDirect has not called me inquiring about wanting to cancel and the account has remained open with a past due balance. On the morning of January 22 I was debited $89. I called SmileDirect and demanded to speak to someone. I explained I wanted my account closed months ago and how I never got a call or further instructions on cancelling and return the items. The customer service representative had me on hold for 20 minutes saying he was going over my account and then said he had someone in the billing department on the line. I was then put on hold for 10 minutes before someone came on. The representative told me there are no notes about me calling to cancel back in November and cannot issue me a refund as my account is past due. He sends me an email of where I need to return the products and tells me I need to pay for my own shipping. I say that I am not paying for shipping and says "as a one time courtesy" he can send me a prepaid label and that it will take 3-5 business days. I asked him why it's going to take that long and he told me they have other labels to print. I asked again about my refund and the warranty. He said he cannot return the $89 that was debited for today and there is no notes on me calling back in November so I cannot get a full refund as per their 30 day warranty. They will also need to go through the aligners and "get back to me". I then called my bank to file a dispute and to block SmileDirect from debiting anything further. My bank notified me that Smile Direct has been "attempting" to debit from my account everyday since December . They tried to attempt TWO payment pulls today but were only successful with 1 do to insufficient funds. There is no check in. There is no doctor for you to speak to. There are no monthly photos or progression video calls. Customer service is terrible; you're either placed on hold or someone needs to call you back. I have scheduled an appointment with an orthodontist for severe teeth sensitivity issues (I cannot bite into anything) and bleeding due to using SmileDirect aligners. I got SmileDirect to close a front middle gap on my top. Some of the aligners did not fit, causing you to force it in (it says that on the box and gives you mints to chew on to get them in...fine). Some aligners were sharp, causing tears in the gums (it says this too and comes with a nail file so you can file away...fine). Some aligners did not fit at all. The mold of the aligners vs how my teeth looked? There was absolutely no way they were fitting in my mouth, not even by force --this was another major issue and I could not get a "doctor" or anyone on the phone in regards to the matter.

Aligners did not fix the only issue I asked to fix (one crooked tooth on bottom) and instead created a large gap between my two front teeth. Product Purchased Date -9/2 If you aren't satisfied with your results, have you notified SmileDirectClub? -yes If so, have you spoken with your account manager? -no Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -yes My very first set of aligners was defective. I was told to move to the 2nd set early. The email reminders were incorrect. On aligner #12 of my first set, they started creating a gap between my teeth. I reported this on March 14th. It took them a while to decide I needed to get new aligners and send my an impression kit. I did the kit the day it arrived and mailed it back that same day. On 3/28 SDC received my impressions. They didn't even check them into their system until 4/10. Finally, on June 1st, I received my new aligners. After wearing the 1st set, the gap in my teeth got bigger. I called in and was assured it would be fine, but was given permission to move to the 2nd set to see if it would get better. It got worse. Again on the 3rd set, the gap was still getting bigger. I sent in photos asking when the gap would close, but didn't hear back. I called in and the dental team member, ***, couldn't tell me when the gap was scheduled to close. I repeatedly asked him if the dentist intended for me to have a gap during the treatment (because the treatment plan didn't show one.) He told me teeth do funny things and it would be closed by the end. He even put this into an email! "After reviewing your photo this is normal to notice different things while having your teeth aligned with either aligners or metallic braces. Please be confident in the alignment process and it should be closed by the end. " By the time I got to the 4th set of aligners, the gap was getting so large that I was now embarrassed to smile at all. I sent in photos again, asking when the gap was scheduled to close. This time they were forwarded to the dentist who wanted to send me for another new set of aligners. The first set caused the gap, the second set made it worse while I was being assured the entire time that it would get better. I'm not going to go through the emotional turmoil and trust SmileDirect to try to get it right on the 3rd try, so I asked for a refund on July 19th. I was asked to send it photos - again! - even though I had just sent them 2 days prior. I sent them in and was assured I would hear from an account manager in 5-7 days. In the meantime I switched as scheduled to aligner #5. The gap once again got larger. On the 8th day, still no call from an account manager, I called in and was told the account manager didn't realize I wanted a refund and had cancelled the request. She would ask for a call ASAP and I would be contacted by the 31st. Finally having enough and not willing to put the aligners in for one more night making this gap larger, I called my treating dentist on the 30th. I tracked her down via google, not realizing that I could have asked to speak to her through SmileDirect. She was very nice and helpful and assured me that with new aligners - again - they could get it right eventually. I explained the emotional turmoil and how I could not possibly live through 8 weeks of this gap while waiting on new aligners, especially with all the issues so far. She understood and advised that if I quit wearing them the gap would close. She was so nice and kind, that I considered continuing with the plan and waiting for yet another set of aligners. I decided to look ahead at my future aligners to see if I could tell that they would eventually close the gap. #8 had two bottoms, no top. The final aligner, #12, had such an obvious gap between the teeth that it seems it must have been done on purpose. I immediately quit wearing the aligners. On Friday, I still had not received a call about the refund request. On Monday the 3rd I called in and was rudely told it would be 5 to 7 days from when they resubmitted the request, so the account managers now had until the 7th to contact me about the refund. I asked him what I should do if they didn't, and he promised that wouldn't happen, yet here we are on August 9th, I've sent ALL my aligners back. It's been a horrible experience, and no refund

SDC made a mistake with my order back in February. I have been chasing them since then to get the correct aligners and cannot finish my treatment. Product Purchased Date -08/29 If you aren't satisfied with your results, have you notified SmileDirectClub? -yes If so, have you spoken with your account manager? -yes Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -yes I signed up for SDC in August. I started the plan in late September once they arrived. I opted for the night time only aligners and had a 10 month plan. At the 90 day mark they ask for progress photos. I was told that my bottom teeth didn't move enough and that I should come in for a rescan so that I could get a midcourse correction. I do the rescan in January and receive the new shipment in February. After the rescan I was told that I would be on a 4 month plan from that point and then my teeth would be straight. For night time only aligners you switch every two weeks so a 4 month plan means you need 8 aligners. The first shipment I received was a two month plan of daytime aligners. This was incorrect. I contacted SDC, they apologized and offered a $100 credit for my trouble and say they will be shipping the correct aligners (night time only, 4 month plan) ASAP. A few weeks go by and I receive the new shipment. These are nighttime aligners but again for a 4 month plan, I need 8 aligners. This shipment only contained aligners 1-4. I contact SDC, they apologize and offer me free retainers ($100 value) and say they will be shipping 5-8 immediately. A few weeks go by and I contact SDC for a status update on my shipping. At this point covid has happened and their shipment times are longer. They go into the system and see that my order was placed incorrectly and that the order is for aligners 1-4. They tell me that correcting the order means that the wait time starts over. At this point I had already waited for 5 weeks and it's April. This is maddening and this happens at least 2 more times. One of the times I contacted SDC again during this wait is because when I got to aligner 4 of what I was sent, they did not fit whatsoever. At that stage the custom service agent says this is a "manufacturing issue" and looks at my pending replacement order in the system and tells me she doesn't want to cancel it because the wait time will start over and she tells me just to switch to aligner 5 when I get the new ones. I think at this point I was offered another credit. I checked in a week or so later because I hadn't seen it come through. The new agent tells me that my order was in fact cancelled again because it was for aligners 1-4...AGAIN. I'm then told there is another long wait. At this point it's probably ***. I ask to escalate this. I am connected to someone on the "leadership team." This person was *** I'm pretty sure. He calls me, I explain, I'm offered a $300 credit and was told he can expedite my order (after everyone else said this was impossible). I finally think this is resolved. About 3 weeks later I get the new shipment...It's aligners 1-4 AGAIN. After *** assured me that nothing would go wrong and that he understood what was needed. I contact SDC again and I am directed to a new person on the leadership team. This I believe was ***. He has little sympathy, says he can't expedite my order (even though my last one was) and says the wait time is 5-6 weeks again. I'm offered another $100 credit. A few weeks go by and I'm yet to see the credit from *** or *** so I contact SDC again. I think at this point the person they connected me with is ***. I ask him to find out why I didn't get my $400 yet. He tells me that i'm getting an account credit meanwhile I've told every person at SDC that I've paid in full and need a refund in this amount. The credit appears the next day but he was also supposed to be getting back to me after contacting the factory to expedite the order and give me some explanation as to why this has gone so wrong. I tell him he needs to call me back, he is shady and says SDC will email me. I have not been contacted since then. I still have no idea when I am getting these missing aligners and as you can imagine, I have zero confidence that they will even be correct when I do. Truly maddening experience and the worst customer service I have ever encountered.

SDC sent me the wrong set of aligners part way through my journey. I was told to skip a week & start with those or wait 8 weeks for a replacement set Product Purchased Date -01/28 If you aren't satisfied with your results, have you notified SmileDirectClub? -yes If so, have you spoken with your account manager? -yes Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -yes I started with SDC end of January, and followed the process exactly during every ***. When notified it was time to change aligners, I discarded my old and open the packaging for the newest set. I believe it was week 7/8 when I opened the new set to find out the bottom set of aligners were a mold for someone else's mouth. I phoned SDC March 28th, a c/s rep told me it would be 8 weeks for a new set. or I could skip to the next week. I tried to skip to the following week but the aligners were too tight. I called back, to say i wanted to speak with an account manager to see what my options were, because I wasn't able to wear the previous weeks, as they'd been discarded. The current were not for my mouth, and the next week were too tight. I was told on March 28 that an account Manger would contact me within 3-5 days. April 13: I am emailed by *** and Account Manager (AM), who obviously didn't have the full information because she asked me to provide 6 images, 3 with the aligners in my mouth, and 3 without. I sent 3 images back, of my teeth as is. but informed her that i couldn't send images with aligners in, due to the reasons stated above. I asked to speak on the phone to clear this matter up. April 15: My AM emails me back, ignoring or not acknowledging the fact that i can't take 3 further images and says that's what is needed. I phone SDC, I don't have those specific dates to hand, and follow up to see what is happening. I am told that someone will get back to me in a week or so. Nothing happens. Due to the world situation, job changes, being forced to move out of my apartment, this issue isn't front of mind for a few weeks. *** 12: I reach back out to my AM via email and re-send images. I hear nothing *** 18: I email again and ask if someone can respond. *** 19: I phone SDC (in total i've probably spent over 5 hours on the phone/on hold calling this company) I speak to someone who says they've never received ANY photos from me and can I send them again. AM reaches out same day to say they're still waiting on 3 further images. *** 20: I re explain why I can only send 3 images as i don't have the aligners that will fit June 1: AM says she has received the photos but can't open them. It's at this point she says if i want to send my unused aligners back for a refund based on those not used i can do so. June 2: Further comms from AM saying that if i decide to cancel then a pro-rated amount will be refunded June 9: Acc man says per policy, if my smile journey isn't complete then I only get a pro-rated amount back, I tried to explain I was left with NO choices. I was sent the wrong set of aligners and told to wait 8 weeks for a replacement. by that point my teeth would have shifted and that set would have no longer fit, and i'd have to start again. I believe I spent more time on the phone with other SDC reps. June 12: I asked for a shipping label to send back the aligners. this was not my choice to cancel, but I have no other solution. I was told by AM that per policy they did not provide return labels and it was my problem. I have since sent 2 further emails to AM without response. I have spoken to 3 members of SDC within the last month, ***, ***, and *** from different depts. I was told on June 23 I would receive a shipping label in XXXXX hrs. This hasn't been received. I received a call today from *** to say she had no update, and will call back on Monday. It has been 90 days since I first called SDC with an issue. I sent images 3 times, I was only told to send aligners back in June. I was told by a previous SDC member I didn't need to do this. I am being told I am getting a pro-rated refund for aligners I didn't use. But I am not satisfied. It was not my initial mistake that made me cancel this. It was SDC, and for 3 months I have tried to do everything asked of me. But I am constantly being bullied by a big company, thrown from one person to another with no effort to resolve.

I purchased services on July XX XXXX and have gone through 2 Re-evaluations because the aligners does not fit properly and barely go in my mouth. Product Purchased Date -07/29 If you aren'satisfied with your results, have you notified SmileDirectClub? -yes If so, have you spoken with your account manager? -yes Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -no My fitting issues started happening in November 24th in the middle of the treatment, I noticed extra space in the Aligners and not proper fitting. Aligners were not snuggled and had air pockets between the fitting of the teeth. I expressed the issue to SmileDirect and send photos on 12/05 (I sent two emails with photos, because SmileDirect never replied and I had to call to check if they received and process kept running thought). I asked if they could send the new re-evaluation set for nighttime Aligners. They said they couldn'and explained very vaguely about me not qualifying for it - they never explained what are the actual requirements to be qualified for a nighttime aligner patient. On 12/09 SmileDirect replied that my re-evaluation was approved although in the standard fitting with no extra charge - i wasn'happy with the lack of explanation about the process and never had a chance to speak with the actual dentist. Disappointed re-evaluation process froze and postpone for another 4 months. At that time I was using the same aligners for a 1 month plus I had to use it for another month for shipping to the first new re-evaluation. I expected faster manufacturing and shipping that after the delay with rescans approval, delay with photos, plus delay in confirming the Re treatment. They continued the process of 5-6 weeks wait for manufacturing the aligners. On 12/16 I sent an email asking for a tracking number of the new aligners shipment, I had no response. On 12/18 SmileDirect replies saying I had to count 5-6 weeks of processing from December 11th. My new 1st re-evaluation came on February XX XXXX. I started using the new set with no issues and always very diligent of wearing all times and only taking it out for eating. When I reach number #4 aligners in the new set, I noticed they simply did not fit again. They could barely go half way in. The fitting was definitely off the normal, and extremely painful as hard as I push them in. I emailed SmileDirect on April XX XXXX explaining the issues with the aligner fit and plus the current aligner I was wearing had a tear. The #4 aligners unfortunely fell in the toilet and I could not save them. Although there weren'the right fit for me even if I needed to use them. On April 15th SmileDirect replies telling me to just call the dental team. On *** 2nd 2020 I was told to skip the aligner #4, and go ahead with #5 but those definitely couldn'fit in my mouth. I replied on *** 3rd saying the aligners #5 does not fit properly and barely go in my mouth. I sent on *** 9th the photos of aligner #3. On 07/17 SmileDirect replies saying I needed to pay a fee of $129 CAD for replacement of aligner #4. On 05/18 I reply saying I do not agree with the charge because the aligner #4 lost was not even fitting in my mouth to begin with. If a replacement would happen I most likely needed something that actually fits in. On 05/24 SmileDirect replies asking again the number of the aligner and month - not resolving the issue again. I send again all photos for Smile direct of the #3 aligners on 05/27. They never answered me about the process after that. I called smile direct on 06/5, I'm told that the 2nd Re-evaluation is approved and I need to wait for 2 to 3 business day for an impression kit to arrive and start the process again, I had to do the impressions at home because the 3D scans aren'available due to Covid-19. On 6/17 SmileDirect received the impressions although I never heard anything else back on how the process was going. By this time (07/1)I'm waiting for the new set and wearing the #3 aligner since 4 - meaning three months with the same aligner because the slow process due to many communication issues on behalf of the company. I tried to call smiledirect today July 1st and the call dropped three times. My issue is that the aligner #3 that I have been wearing for 3 months are cracked and basically tearing in half.

They owe me over $600 in refund And will not send my refund and it has been 3 weeks! And they will not answer phone calls either Product Purchased Date -Clear *** If you aren't satisfied with your results, have you notified SmileDirectClub? -yes If so, have you spoken with your account manager? -yes Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -yes I purchased these clear***ces and from the beginning I had nothing but issues, so I finally refused to pay well they called non stop so I final answered and told them so they put me in contact with *** I ended up canceling and was claimed to be in title to refund well I paid out of my pocket to return the product. I then received an email confirmation that my product was received and I should receive my refund within 7 to 10 business days however the card that I used to purchase is no longer valid they would need to issue me a check this was three weeks ago calling today to find out what is going on with my issue and so forth I am told by *** that it generally takes 3 to 4 weeks for the issue check to be issued fine that's fine he says to me did you contact *** which is the *** company to let them know that they need to refund you the portions that you've paid them I called them and I am informed that my membership is under a dispute but it never was canceled I said that's not true I have email confirmation that it was canceled that I am to be refunded we then placed a three-way call to smile*** where I received a very very rude woman on the phone who talk to me as though I've been in an an intelligent person I finally became very frustrated and she says to meet with ma'am your order was only canceled as of today I said no you were incorrect I have written confirmation from your company that this work this was canceled three weeks ago the issue lies and they Omie over $600 and no one wants to refund my money I then called them generally I'm on hold for 45 minutes to an hour they don't answer the phone calls according to your ComplaintsBoard.com website I am to reach out to a certain number first to respond to my manager I have called that number multiple times and multiple times I sit on hold for 45 minutes I feel that this is a part of a full-time job that I am the one who is responsible to get my money back I have proof of all my payments that I have made as they were made on an *** card it is totaling over $600 and I keep hearing the same thing 3 to 4 weeks ma'am 3 to 4 weeks ma'am well 3 to 4 weeks is come and gone as of this end of this week it will be three weeks I am now told that it's going to be an additional 3 to 4 weeks on top of the *** company has to wait an additional 3 to 4 business days for the report to get to them which then I'll have to wait intentional 7 to 10 business days for them to issue my refund I want and I deserve to get my money back their product was horrible when I first got the product I had to message them because it cut my gums I was told I was told by the representative that this is common and all I need to do is take a simple nail file and file it down OK fine I did that the first week the second week the same issue the gum they were cutting my gums I called again and I was told again for this does happen sometimes as these are plastic molds and they will you know sometimes have rough edges fine I cut them down again then after the third and fourth time it got to be a little annoying that I'm the one who's paying well over $2000 for a product and I have to continually file it down so I didn't put in one set of aligners in August the aligners actually didn't even fit they every time I would speak they would fall off the top of my mouth I called and they said OK will send us pictures I said OK fine and so ISent the pictures I was then informed by them that the pictures were not visually what they need and I need to resend them OK I took the pictures again and I resent them I was told the doctor would review the photos and then get back to me on the best course of action I never heard for them I then contacted them again no way I heard the same thing ma'am your case is under review and the doctor will get back to you they never got back to me so finally after quite a while I just got to the point where I was like you know what I shouldn't have to pay for i

The product did not work as promised and I never completed my treatment. I started the refund process on 4/1, and still don't have my refund. Product Purchased Date -07/28 If you aren't satisfied with your results, have you notified SmileDirectClub? -yes If so, have you spoken with your account manager? -yes Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -yes I signed up and paid $250 to begin SmileDirectClub treatment to correct my teeth on 7/30. I was told it would take 5 months to have the corrections to my wanted corrections, but immediately encountered issues which I've listed below in chronological order: 1. I did not receive the correct initial items or even the purple welcome box, I had to email several times until I received a padded envelope with my accessories. 2. The initial aligners were sturdy, but as time went on, I began to have quality issues where the aligners would start to deteriorate/break prior to the full-time I needed to wear that set. 3. I still have the gap I made very clear was the main thing I wanted to fix, so I don't have the smile I was wanting. 4. I sent pictures during my 90-day check-in on 11/2 and never heard back from the doctor. I emailed them on 11/11 saying I completed my 90-day check-in and was waiting for a response, but I was told I would only be contacted if the doctor noticed an issue. After my initial 5 month treatment, I ended up having to get a reevaluation done stating that I needed to have 3 more months of treatment, for a total of 8 months as opposed to the original 5 months for my treatment. 5. I ordered my retainers in the time frame I was told to for my initial treatment and I did not have my retainers arrive until after I had received the set of aligners for my second 3-month treatment. I had to email SmileDirectClub to get an answer for when either my retainers or aligners were going to come in as the last set of aligners I had were breaking. 6. Now I have problems I did not have as my bite is messed up and my top and bottom teeth do not lineup anymore. Additionally, I now have gaps between my teeth on the bottom that I did not have before. 7. I emailed SmileDirectClub the above information to get a refund on 4/1 (uploaded document titled "4.1.2020_Initiating Refund"), SmileDirectClub replied on 4/4 stating my account manager would contact me (uploaded document titled "4.4.2020_Initial Response for Refund"), on 4/8 my account manager, ***, contacted me (uploaded document titled "4.8.2020_Initial Response from Account Manager"). He offered me a $300 discount and free retainers (which I had already paid for and received) to which I said I needed to think about the offer and to email me the offer (which is the same uploaded document as above titled "4.8.2020_Initial Response from Account Manager"), the email he sent stated that he applied the offer, which I never told him I accepted, and which was never actually applied to my account from my knowledge. 8. There was some initial communication via phone with ***. to continue the process, but a few weeks went by without any contact from anyone at SmileDirectClub, so my husband called to get an update and was unable to speak with ***. He finally returned our call on 4/30 and the refund process had finally officially started (uploaded documented titled "4.30.2020_Refund Process Started by SmileDirectClub"). We followed all instructions in the email by ***. and sent the pictures he requested on 5/4 (uploaded document titled "5.4.2020_Email Containing Pictures for Refund" as well as "5.4.2020_Pictures of Teeth for Refund"). 9. We received an email stating I would have an answer in 24/48 hours (uploaded document titled "5.6.2020_24 to 48 Hours Until Response for Refund"). 10. There was no response so my husband called again on 5/20 to find that they never uploaded my pictures, our account was never put on a 30-day payment pause which is their mandatory policy, and were told we would have an answer by 6/2. 11. We had no response again, called 6/9 and were told we would be contacted on 6/10. 12. No response again, called 6/11, stated we were contacting ComplaintsBoard.com and were told we would have a response by 6 PM EST, but were never contacted. Please help us as I feel there is nothing I can do at this point.

I was promised that my deep bite and teeth alignment would be resolved. 1 Treatment and 2 additional treatments proved this was not the case. Product Purchased Date -09/27 If you aren't satisfied with your results, have you notified SmileDirectClub? -yes If so, have you spoken with your account manager? -yes Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -no Issue: Smile Direct Club promised to resolve my deep bite and teeth alignment. Aside from frustrating secondary factors, they have been entirely UNABLE to deliver on their promises. 1 primary treatment and 2 additional treatments were given to extend my 'five months' to well over a year, with my teeth not moving in any predictable manner. I reached out MANY times for information on my specific case, my teeth were misaligning again, my 'straight' teeth are somewhat crooked - starting with my front tooth, my bite is wrong, my deep bite is unfixed. After 2 additional treatments, I was questioning whether SDC was delivering on their simple promise. Reaching out many times resulted in no new information, my case is not 'unique,' my case is not even treated as their responsibility as it should. With no information and empty promises of additional treatments, I realized SDC can't help me like they can't help a lot of other people. I reached out for a refund, TAKING A VIDEO OF THE CHAT. I was promised an account manager would reach out over the next week, which I waited well over the week for - I approximate 10+ business days. Reaching back out I found that no record of my request was made, frustrating. Finally, after many days of reaching out, I was not able to 'speak' with an account manager, only email. I was told (after asking continuously how they created that refund amount) that based on my progress, I was entitled to a 25% refund, implying they fixed my concerns 75% to their extent. Preposterous. Besides the additional $100 and more that I've given them on additional aligners and teeth products, they have simply made empty promises through and through. After consuming many, many months of my effort and time, I held up my side of the bargain and obsessively used their product. I do not believe ~$430 of my initial $1,745 (and additional money spent) is fair and just, I believe their business practices have been suspicious, convoluted, and unwilling to deliver on their promises. My dentist did not give me the proper care one would expect, my teeth have only been complicated, and my time has been wasted with this company. Evidence - I have requested and received my information that details how little my teeth/'bite' have actually changed. It is absolutely telling. I have received a consultation for Invisalign with a well-experienced and respected orthodontist who looked at my case; he is certain my bite has not changed whatsoever and has given me a paper diagnosis of my issues - I plan on receiving Invisalign to truly meet my (absolutely solvable) concerns. It is SHOWN that my bite and dental issues with persist with SDC and worsen my teeth over time (bite with progress and teeth will wear. I have videos of my 'unsaved' conversations with SDC. This is a nightmare. Consultation - This company needs to be SHUT DOWN. I walked through their doors September 27 with two concerns: I have a deep bite that needs correcting and straightening my teeth would be great too - I was told I was a candidate for Smile Direct Club and 5 months would be enough for my case; mind you, at the personal consultation, I was told my concerns were valid and would be more than addressed through my treatment. I was consoled and told that if I was unsatisfied, SDC was more than willing to work with me on additional treatments and refunds. That turns out to have been a surface-level promise that did not have the intention of solving my concern, rather a pleasantry. 9/27 - $1,745 Treatment 2/12 - $99 Retainer for post treatment 3/11 - My priceless time and energy. Lasting Note: If I could rewind time I would. I don't understand how SDC can continue to conduct business. If they reply to my comment, it will be a charade of a care, saying they want to address my concerns. I have given SDC many, many opportunities to turn this around - I do NOT get this angry at businesses. But Smile Direct Club just exceeds expectations in every respect.

Smile Direct told me my treatment will last 6 months and it has been 2 years and 9 months since March and still does not work. I want a REFUND! Product Purchased Date -March If you aren't satisfied with your results, have you notified SmileDirectClub? -yes If so, have you spoken with your account manager? -yes Has it been longer than 5 business days since you've heard from a SmileDirectClub team member? -yes I started my Smile Direct treatment in March . The whole treatment cost $2,000 and I made a down payment of $200 and financed the remain balance for 24 months paying $75.84 per month. My first payment was in April 29th of 2018. I started my treatment in the Manhattan Beach shop in California and they told me that my treatment will last 6 Months and showed me a 3D design of how my smile will look like and I believed them. 6 months went by, 1 year went by, 1 year and 6 months went by, 2 years went by and now it has been 2 years and 9 months and I have not achieved the results smile direct promised me in March . During these time I have faced constant delays in the delivery of the aligners, poor treatment, I even received aligners from other people, every time I would go for a re-evaluation they will tell me that everything will be solved with the next set of aligners and that never happened. In July I decided to contact my account manager and after calling every week and waiting extensive periods of time on the phone the smile direct representatives will tell me that my account manager will contact me in 3 - 5 Business days and that never happened. After insisting every week and sometimes 2 times per week, after 1 Month of waiting my account manager Anyssa C. from Dental Team RDA on August 31st at 11:34 AM finally contacted me. I explained to her this very unpleasant experience and told her that this treatment does not work, smile direct told me 6 moths and I have been waiting for more than 2 years. I also mentioned that in my last re-evaluation in the in The Beverly Hills shop that I visited (Because the Manhattan Beach was closed). I clearly told the representative that the treatment does not work my teeth are not straight and I have gap and I like to requested a refund. The representative in the shop did a scan, confirmed the issue with my teeth and told me she will communicate this situation with her superiors and not to worry. A couple days later I receive an email saying my re-evaluation has been approved and I would need to pay an additional $100 for new aligners to continue with my treatment. Once again very poor treatment, lack of communication and professionalism on behalf of smile direct and doing the complete opposite of what I requested. I explained all this to my account manager and she offered that I can continue with the treatment to address the issue with my teeth at no additional cost and if by the end of the treatment if the issue with my teeth was not solved I could continue with more aligners or I had the option for a refund if I contacted her within 30 days of finishing my treatment. I decided to believe one more time in Smile Direct hoping this time my teeth would be straight, because this is the reason I payed all that money and being waiting all this time. I told the the account manager I will continue with a new treatment. On September 8th I started my 8 week new treatment and finished November 3rd. Unfortunately the issue with my teeth has not been solved, my teeth continue to not be straight and now have a gap that was created by this new treatment. After being extremely patience and waiting 2 years and 9 months I reach back to the account manager within the 30 days as she told me and requested a refund because it is more than clear that the treatment does not work. Now she is refusing to do a full refund and saying that is not part of their cancelation policy and all she can offer is $314 of curtesy. This is NOT what she told me over the phone and I even have a follow up email from the same day recapping all what she offered. This is extremely unfair, cruel and unacceptable to treat a client that was waited more than 2 years for results that were never delivered and now they expect me to lose all my money, pay for a service that does not work, waste my time and now look for another dental care to fix me teeth and pay more money. This is why I am requesting a FULL REFUND!

Hi, my many complaints about this company are the following: false claims/false advertisement, unclear and convoluted return policy and procedures, lack of customer service (hard to get a hold of someone), and discrepancies in charges and refund amount. I have returned all of their product and never used their services and was told via email that I would be getting a full refund. However, the refund amount that they gave me was only a fraction of what was charged to my credit card. Please allow me to explain my situation in further details. Sometime in late 2019 I went to a Smile Direct Club location to get a free consultation. The technician there took pictures of my teeth in which she claims it will be emailed to their network of dentists. She informed me that it is not for certain that I will qualify for their service, however, a dentist will look over my photos, and IF I qualify, they will email me a treatment plan with pictures of what my projected smile would look like. On that day I gave them my credit card information and signed a pre-authorized release for them to charge my card a deposit of $250. The technician there assured me that they will not charge my card until I agree to the treatment plan that will be "emailed to me." Based on what she told me, I did not understand that by signing the form I was giving them permission to charge my card. I now feel like she mislead me to signing a pre-authorization agreement. Fast forward to several months (a good 2-3 month) later, I did not get any form of communication from Smile Direct at all, so I just assumed that I did not qualify. Finally, sometime in November or December they mailed me a kit with all the aliners. I did not get a treatment plan or a notice via email asking to proceed as the technician had mentioned. Upon receiving my kit, I did some research and found that their aliner only fixes the front 6 teeth and many people were complaining that it damaged their smile (left gaps). I decided that I was no longer interested in the service. I tried to call their customer service many times but experienced very long wait times and could never get through to anyone, and when I did, I was simply told that they will pass my account onto an account specialist who call me back.When I was finally able to talk to an account specialist and was able to return the kit (almost year later). The email correspondences show that I was told to return everything except for one of the aliner that I had opened. I told them that I was fine with paying for the one aliner that I opened as long as I get refunded for everything else. Unfortunately, the return and refund process has been very difficult, convoluted, and refund amount ambiguous. I was sent a total of 3 emails (I can provide a copy of if needed) stating the refund amount I would be getting back. However, each of those emails had a different refund amount and did not match the total amount that was charged on my credit card. Finally, out of frustration and confusion I email them requesting an itemized receipt of how much I have been charged thus far and how much I will be getting refunded. I was told that in order to get a FULL refund I would have to sign a cease treatment notice and then they would move forward with the refund. However, even on the cease treatment notice the refund amount is only a fraction of what I had paid; $629.13 when they charged me over $1,600. I strongly believe that I should be a getting a refund amount that is much more than that since I only opened 1 aliner and did not get any other "dentist service or treatments." Even after returning their product, it has taken months for them to refund me back. Anytime I emailed them asking for clarification or to tell them that there are discrepancies, it would days to weeks to respond to my email. They have since refunded my credit card but only of the mentioned amount of $629.13, and not the total amount charged of $1,644.23. I all have all the email correspondences between me and the company, stating that I would get a full refund and can provide copies of everything if needed. I also recently found out that Smile Direct Club currently has an open class action lawsuit against them for damaging peoples' teeth and gums, and for misrepresentation that they had dentists that would be providing care. I, however, do not qualify since I did not follow through with "treatments" and returned the kit. At this point it has been a year since I've begun trying to resolve this issue with no avail, and I am honestly at my wits end. This company is dishonest, and I feel like I have been lied to, tricked and mislead into signing documents, and scammed. If needed I can provide all the email correspondences between me and the company where you can see the information being provided to me was very ambiguous and some even just plain incorrect. I understand that it's a lot of documents to read through, but I am certain that if you do read through the emails thoroughly you will see why I'm confused and frustrated.At this point I am very stressed with this whole situation and not sure how else to handle it besides enlisting your help. Thank you for your assistance with this matter. Product_Or_Service: Smile Direct Club Order_Number: N/A Account_Number: