At the start I would praise the SmileDirectClub customer service, I had several issues but each time I felt confident in the customer service that they would fix each issue.
Over time I’ve noticed how everything is scripted/robots - not a human response. As time has gone on my experience has gotten worse and worse.
From the start I was told it would be a 4-month plan (it quickly changed to 5). The first box of aligners didn’t fit in any way (I was told it was a "manufacturing issue"). I went for rescans/also pictures at a location near me, two days later I got an email to say the pictures were not enough and they needed more (honestly don’t see how these pictures help AT ALL, surely the scan gives you all the information you need), so I took more pictures. My aligners came in ten days and I was satisfied. I had a new plan. This plan did not work. I now have crooked front teeth (I went into this with straight teeth, I only wanted to close a front gap).
I went into a SmileDirectClub location and within ten seconds of walking in, I was told "go online, send pictures" and I thought to myself, but I’m here? Surely it’s better if they are the ones to take the pictures. I felt uncomfortable so I left. I went back to the same location two days later as I was told I needed a new scan (shocker), in the meantime, while all of this was happening, my retainers had already been ordered (now I understand that the retainers are not ideal but it’s not ideal to be in the same aligners for weeks as they become super loose very fast), so I thought the retainers would come, in the meantime, when I went on live chat to find out the status of the retainers I was told "oh, they’re put on hold," but no one was going to tell me that. Also, when I ordered my retainers I got an email from SmileDirect today, 2-3 weeks. On the 3-week mark when I went back on live chat I was told "they never come in 2-3 weeks," as if I made up the email. That they come in 4 weeks PLUS 5 days for delivery (first time I have heard this).
Fast forward to present day. I am currently waiting on my third set of aligners. When I asked for them to be expedited I was told they do not expedite ANYTHING, however, my second pair was expedited and when I questioned that, I was told "I was lucky that I must have been at the top of the list." So I asked, "so did the last agent lie about them being expedited or are you lying now that they can’t be expedited?" I put a review on Yelp, to be mailed - I asked directly do they offer expedited shipping yes or no, I was told "not at this time," so the answer is yes, they do offer it but are lying to customers.
Also, I need to put it out there that during a live chat in the middle of a conversation the agent said to me "her shift was already finished and she needed to get a bus," and she left the conversation. It said I was being transferred for about a half-hour until I gave up and left. I have since spoken to three people regarding this, two people did not even acknowledge it, which makes me think it’s a normal experience. I also reached out over Instagram and I sent a screenshot of what happened. They were so slow at responding and this morning I got a message to say "we are sorry about how slow they are that they offer a live chat," even though I was coming on to explain the bad experience on live chat and they are trying to send me back to live chat? Does that make sense to you? I have tried to order my new retainers that will go with my new aligners so I am not waiting AGAIN, and I was told I cannot order them until I receive the aligners (whenever that will be). The customer service is completely incompetent.
Bottom Line: No, I would not recommend this to a friend
