What started as a great experience at the Wilton office of SmileDirect has turned out to be very frustrating. Before I rant, please note that the Wilton staff is excellent, so this is not a reflection on them but on the parent company.
After the initial 5-month treatment I went back to the Wilton, CT office and was told that I would need to continue treatment since my teeth weren't 100% straight. That was on August 2. For reasons which no one can explain, the new aligners were not ordered for over 3 weeks. It has now been almost 10 weeks since the revisit and 6 weeks since the order was placed - not the 4-5 weeks turnaround which is advertised.
I have now worn a set of 2-week aligners for 10+ weeks; the bottom broke in half a month ago so I have been wearing it in 2 pieces - and the top also has a large crack. I'm certain they are not doing the job and my teeth have already shifted. I have called several times and am repeatedly told that the aligners should arrive shortly. Last week I was assured they were "in production".
Today I decided to reach out via email instead of phone. I was assured that they would be shipped on October 20th - 2 weeks from now! What happened to "they're in production"? And since October 20th is a Sunday, that's hardly credible...
I am now concerned that the new aligners won't fit when they finally get here as I really can no longer wear the old ones. So while I was originally very happy with the progress of my teeth, it has been 2 steps forward and 10 steps back...Really SmileDirect? I know you charge less than the local dentist but I expected better than this.
Bottom Line: No, I would not recommend this to a friend
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Company Response from Smile Direct Club
Thank you for taking the time to leave us a review, Carolyn. We have experienced a delay and have confirmation from the lab. I'm sending you a private message to see if there is anything we can do to assist with your concerns. Best, Madison.