So I started this smile journey last year in May. According to my initial treatment plan, it would take 8 mos. About half way through, the aligners started to cave every time and I could tell it wasn’t doing anything for the crowding in my bottom teeth. Instead of wasting time, decided to go for a touch up. Got a new set of aligns a month or two later. First couple months were okay, then again with the caving. Went in for a 3d imaging since the orthodontist I spoke to said it was probably me making errors with the molds… sure. Got a new set and new treatment timeline. It’s been about two months again and I was advised that if the next aligner doesn’t fit, to keep wearing the old one maybe another week or so then try again. So I did that and it’s been working well, but that means I am behind. So for the checkin, I let them know about how I hadn’t been able to progress along perfectly with the treatment due to fitting issues and they immediately want to schedule another mold/imaging. I just wanted to update my schedule to reflect I was a little behind. Got that sorted and a “smile expert” checked my aligner back in, but now my progress is gone from the app, I can’t see my wear schedule, have tried contacting customer service again but all they say is to uninstall and reinstall the app. It’s been over a year and a half of treatment now and I’m honestly starting to lose hope.

Overall, I am pleased with my finished results. However, I had some fillings removed and it’s been a hassle trying to get a retouch. I constantly have to reach out to them about my next step. Through chat, a smile expert is rarely available and then when I call in the wait time is ridiculous ! The automatic system tells you you have 30 minutes before you can speak with a smile expert but you wait for about a hour. If you request a call back, your chances of receiving that call back is slim to none. I have done everything that was necessary on my end to start my retouch process, took assessment photos, sent in my photos, submitted an updated consent and dental history and I still haven’t gotten anywhere. I feel like I’m chasing them to get an answer. When I finally get a chance to speak with someone, nothing get resolved. It’s only escalated. This experience alone would reduce my chances of recommending Smile Direct to anyone. Don’t make a promise to customers that you can’t fulfill it. If customer service improved I’ll consider my ratings. Throw away the current system and revamp!

Smile direct has some of the worst customer service I've ever experienced. They are not reliable in communication, are very sloppy with their process, and it's difficult trying to get ahold of anyone that actually helps. I ordered a touch up kit that took a month and a half to be completed when I initially was told 2-3 weeks. My order was never placed the first time, they took payment but never placed the order for my aligners to go into production. Once I noticed I never received confirmation of my order I called and they told me the order was never placed. Then when the order was completed a month and a half later, I checked online to make sure all of my shipping information was correct and it was. However, they sent it to the wrong address. When I contacted them about it, there was nothing they could do except put in another order into production and wait for another kit. I was told this would be expedited and would receive it in 2 weeks. Yet, they are still not complete and I have contacted customer support several times for lead time and all I get is that they aren't completed yet with no estimated time of completion. I would have definitely gone with Invisalign if I knew the headache it would be to deal with Smile Direct. Hope this is helpful!

DO NOT RECOMMEND SMILE DIRECT CLUB! Just completed treatment in July 20th 2023 and it was such a waste of money.App itself is glitchy and you cannot actually upload your check-ins or access anything without it redirecting you to their website anyways. The only thing I’ve fortunately had is that it was up to date with my treatment progress and when I needed to change my aligner.On a separate note on the program itself, the program itself should be considered a scam. I signed up to get retainers when I signed up for the treatment plan but to this date, 6 weeks after treatment, I still have not received my retainers even though I was already charged for them during treatment. I have reached out through their live chat, their Contact Us page, and have looked at Reddit even for answers and I have received no follow-up. At some point a “Follow-up Specialist” reached out to me and then after I responded the same day, haven’t heard back (this was a week ago). They’ll tell you to use your last set of aligners as a temporary retainer but mine just broke so treatment is compromised and wearing them up to now has just been pointless. Thousands of dollars down the drain. I regret choosing Smile Direct Club and wish I just chose Invisalign instead.