Your Smile Direct Reviews

Absolutely the worst company out there the BBB should investigate and shut them down, I will continue to write bad reviews until I receive a refund, stay away from smile direct don't send them a dime!

Stealing people money they took twice money from my account no refund and no contact from them at all

So smile direct I emailed direct you like you said and was told to contact Tabeo with my ref number. Now I have no idea what this is and your customer service (questionable) hasn’t got a clue either. So you still illegally have my money which I never gave you authority to take. You have my details as you asked for them to take a £10 deposit in case we didn’t turn up to the appointment. I am taking legal action and speaking to the office of fair trading first thing in the morning. I have never had the misfortune to deal with such a shower of crooks. Don’t bother with the standard reply ‘Toni’.

AVOID AVOID AVOID

THIS IS ONLY A TEMPORARILY FIX YOU NEED TO BUY NIGHT ALIGNERS AFTER THAT. BEST TO USE MONEY ON BRACES. THE INVISILGNERS RUIN UP YOUR JAW AND THE SHAPE OF YOUR WHOLE MOUTH.

10000% AVOID NOT WORTH IT AND TOO PRICEY!

I have to leave one star but in reality I rate it no star. I wish I had read these “real” reviews before I joined SDC.
Unfortunately, the aligners did not fit properly and I called the company numerous times. When I had signed up they told me I would be able to see my doctor if needed and it would be someone in my area. That was not the case, the doctor was in Lakeland which is three hours away. I could not believe this. I was told other wise when signing up… I would never have agreed to this. This company continues charging me and when you call up they give you the run around.

I have had nothing but issues with this company since 2019.

I am on my 4th treatment plan, neber getting past the 3/4th aligner due to terrible fitting issues. I have tried so many times to seek advice from my treating Dr regarding poor fit, never have i been abke to get the right advice, instead i would receive the same standardised email (pre written and not personalised to my treatment and issues).
Also, the "how can we make you smile today or anything else we can help with the make you smile today*... Before and after every convo/email with SDC... So insulting and unhelpful.
U do not recommend this company, customer service is truly shocking, takes months to get anywhere with a complaint.
Eventually my case was given to a case manager who was slightly morw helpful and refunded me partially.
I am still half heartedly trying to complete mt treatment 4th time round, but they do mot fit properly at all.
Despite nearly 2 years of 'treatment' my teeth look minimally different and my lower teeth have never been able to fit the aligners, ive done numerous impressions... Never resolves. My bite is now WAY off and my lower teeth are not arched but square.
Stay away, go invisalign.
Xxx

This company has the poorest management team and the lowest level of professionalism I have ever seen. I strongly advise you not to join. I paid my first payment for the aligners in the beginning of March because i needed to fix my teeth for graduation in the end of July. I called back after two weeks to ask whether it takes 3 or 4 weeks for me to get them, and they tell me that i hadn't called and let them know that i have made the payment and that the plan wasn't even started yet. It was getting too late so i decided to cancel my subscription on the 21st of March, and they told the refund will be processed in 7-10 working days. I called back again on the 1st of May because i haven't received anything, and the employee tells me the refund wasn't processed, and that they must have forgotten to do it and that they will take care of it. Again i called back on the 7th of May, which was very frustrating, and the person i talked to says the same thing, saying it still hasn't been processed, and that she guarantees personally it will be in my account in 7-10 working days. On 15th of May, AGAIN I call back, and they asked me to call a third party company called Tabeo, which is still trying to take money from my account for the second installment, let alone make the refund, if I want information on my refund, and that I'm going to have to wait another 7-10 days for my refund, which i am still waiting for. I've asked for phone numbers to call, and two employees consecutively gave me different numbers that don't exist, and when i asked how I can write a review on the company's website, NO ONE in the company can answer that simple question. There are more than 11 thousand review with no way to write a review proving that those reviews are fake since there's no way to write one. I have been hung up on more than 5 times, and the employee, though nice, won't help in any way and in many cases contradict the information given to me by the previous employee. Overall, I have never been this upset by the lack of professionalism, and that I wasted my time with this company because they have messed up my plans completely and don't believe the reviews and ratings on the website.

Terrible service from this company. I have been waiting MONTHS for my aligners to arrive - I have had their employees tell me my order is fine everything is ok and then I will write to customer service weeks later and be told my aligners haven't even been made yet. Their customer service agents also disconnect your conversation if you ask them too many questions. Ive been compensated because of how long I have been waiting and then weeks later i just wrote to them today asking for update and they haven't even been made. An absolute joke I regret ever using this service.

Terrible service. I was told they would assist with insurance reimbursement. It has been nine months and they refused to provide the tax ID to the insurance company. Once they get their money they stop all contact with you. When you try to call customer service you get put on hold for a significant length of time without any assistance. It was a mistake coming to this company, I should’ve just stayed at local for services.
On top of that the product was terrible for my son. He can’t even use it. The fit is wrong.

Smile Direct Club

It is likely the worst customer service experience I have ever had. Here is my story:

1. I joined SmileDirectClub and I opted to pay in full. If I agreed to pay in full within the first 30 days I would get a discounted rate for my aligners
2. Within two weeks, I attempted to pay for my aligners in full to get the discounted rate and my payment wouldn’t process. The bank confirmed it wasn’t on my end and smile direct confirmed it was on their end.
3. After speaking to 4 different people, the payment issue couldn’t be resolved by anyone and I had to use a different credit card
4. Because of the initial payment issue smile direct agreed to uphold the initial price for paying in full and they said that this would be reflected in health care finance direct
5. After reviewing my account a week later it still said I had payments outstanding
6. I talked to about 5 more people between SmileDirect and HFD and eventually a lady confirmed that both the last payment and interest would be removed from my account.
7. Since then I have got calls from smile direct and in my account, it now says I owe another payment AND owe interest almost equal to that payment

And I should add that through all of this, I was told I would receive an email confirmation of these issues being solved for me, and at no point have I received any emails related to this problem confirming they would solve it as they said on the phone.

What is baffling to me is the terrible communication between HFD and SmileDirect. Once you join, no one at SmileDirect will solve your problem. They have great customer service up until you join but as soon as you join their customer service is the worst I have ever experienced. I recommend that you don’t use SmileDirect and instead go with a different company that has customer support that can actually help you with any challenges. Challenges are bound to arise when dealing with something as serious as your teeth and SmileDirect will not be reliable in helping you problem-solve these challenges.

DON’T do it. After 2 years, I lost a tooth, jaw pain, and not the result promiise. I started Jan. 23, 2019. I finished March 8th, 2021. It was miserable. They made for different sets, each 6 months of 22 hours a day.
After finishing, although not as promised, my dentist today (hadn’t seen him since Dec. 2019 due to COVID) and I now have over $3000.00 dollars of work ahead of me. Replace lost front tooth, at least 5 cavities in the deepest of places, 3 loose bottom teeth, and more. Then, to an orthodontist for braces to repair alignment and stabilize teeth. So, DON’T do it!

Had a lovely consultation and told the lady that I had not made a final decision and would like to see the scans and final result before I made a decision. She assured me that I would not be charged that they just had my card on file and that in a few days they would send me the scan to see how my teeth would be. I could make a decision later on if I wanted to proceed or not. The following day after my appointment I was charged on my credit card. I was told at the appointment that I could see if i was happy with the outcome of the 3D scam etc before making any final decision. They had not even shown me the outcome of the 3D scan to even see how my teeth would look, and I was already charged. Finally after seeing the result of the scan, I wasn’t entirely happy with the outcome, there was a gap of my from teeth that was not originally there. I spoke to someone on the online chat, and they told me to proceed anyway and then if I am still not happy and the end of the process, then that could be addressed at the end of the treatment. I asked them why would I proceed if I was not happy, but there is no one to talk to except for the online chat person (customer service representative) and no answers were really given, just proceed and we will take your money, and hopefully you’ll be happy, but they don’t actually care. They are just happy to take your money and send some alignments along. After reading all the reviews of how this company treats you after taking your money and starting the treatment, it was the last thing I wanted to do was proceed with a plan that I was not happy with. No one wanted to talk to me about the scans, they literally just wanted the money. I would really avoid at all costs.

Don’t confuse this company with ‘smile direct club’ this was ‘your smile direct’ which went into liquidation last year and left many people thousands of pounds of out pocket without a hope of getting it back...including myself!

Started off well, applied for the money back process getting aligners delivered and posted back to receive money back. No money back but also no contact as of the moment the aligners were collected. I had to chase over six times via live chat with robot like responses as they didn't let me set up an account with them even though they had all my details. Each time they said my case was investigated. Then it was oh we need more photos and then it was that the issue was that it December or January and then the bad weather. It was one excuse after another. I never got costings or a plan for my teeth. Really poor communication, bad customer service. Complete and utter scam! Avoid like the plague.

These people are a scam. Please avoid this site. They have been sending me and my mom a wrong size of aligner 2 times, we asked for our money back they refused to pay back because we opened them, how would I know i they are my size if I Dont open them?????? Please if anyone Having same problem like this please go to citizen advice for more information