Smile Direct Club

I had a great experience when I was using Smile Direct Club a few years ago. I recently received an email promoting their retainers for a discounted price. I bought one. They charged me for five retainers. I requested a refund the same day via phone call and they confirmed refund was on its way. When I didn't get the refund, I called to follow up. They had processed an incorrect amount and then re-processed the correct refund (with a wait time of 2-10 days). After 10 days, I did not receive the refund. I called to follow up again. They insisted they refunded me. They did not. I called my bank to verify. No refund. I finally was able to escalate the case to a supervisor who said he would call me back in 1 day. It has been 3 days with no call or email. I just called back and spoke with another rep about my case. She said it had not been resolved yet; she had to re-issue my refund. Again, with another wait time of 2-10 days. I am not confident I will ever see my 500+ dollars back. Case #09799714

Always a pleasure to visit!

Great experience, and was easy to get information and questions answered.

We had a terrible experience with Smile Direct Club. We attempted to use their services for my "daughter". From the beginning, there were issues. They kept putting the information in my name and not her name as it was supposed to be. So they had her details and dental information but kept calling her me. They charged my initial deposit, that they said would not be shared until we approved the details, early (that first day), without my authorization, and their communication was seriously lacking. Even though they acknowledged their mistake, getting a refund was a nightmare. They insisted on proof of the charge before issuing the refund, adding insult to injury. It took almost a week and numerous threats to finally get the money back. Needless to say, I was extremely disappointed with my experience. Instead, I sought out a competitor and have nothing but positive things to say about them. Their communication has been exceptional and they seem to care about their customers genuinely. Steer clear of Smile Direct Club and avoid the headache that I went through.

Never worked for me I wasted so many months and all they did was tried to make me get scan over and over again until I got tired of it

I visited the Smile Direct Club in Nashville, TN. I had the opportunity to have my consultation with Edwin. When I arrived he was kind enough to let me know that he was the only one working and it would be a little bit of time before he could see me since he was finishing up with his current client. Once I was in the room with Edwin he was very detailed about how he was going to be obtaining the scans of my teeth, how the aligners would be created and then how I would use the aligners if I decided to move forward. Because Edwin made the process so easy and seamless (and the unbeatable promotion Smile Direct Club was running) I couldn’t say no. Thank you Edwin for your kind demeanor, taking the time to answer all my silly questions and getting me all set up for a beautiful smile!

Jeff conducted my consultation and was absolutely amazing. He was super informative on all my questions, kind and patient. He help me pick a great option that worked best for me. Jeff made me feel like my teeth and smile was not as bad as I thought it was which I guess is true. He gave me clear directions on parking as the building is easy to miss. I would ask for him if you’re in the area. He made me feel so comfortable even with the scanner in my mouth. 😂😂😂

I went from someone that referred all my friends and family to Smile Direct to someone who would not recommend Smile Direct to anyone. I finished my treatment back in February and ordered my retainers and I still haven't received them. At least 8 calls to the customer center with false promises of someone getting back to me with an update. It was supposedly sent up to escalation 4 or 5 times. I even requested to have a supervisor speak with me. Didn't get that got an offer of a $99 credit. That's fine and dandy, but a human response and a solution would have been much better. I am so disappointed with how things have turned out. As of today, I still don't have a clue when my retainers will get here. Meanwhile, I've been wearing my last set of aligners for about 3 months. This is so unacceptable on so many levels.

Had a great experience getting scanned by Jeff. When I signed up I was offered an at home do-it-yourself option or an in person option. Having taken my own molds for night guards before, I HIGHLY RECOMMEND the in-person option instead. Less mess, and it seems like it provides a much more detailed and accurate result. Very cool to see a 3D image of your own teeth on screen. (Kinda wish I could have a copy of the file)! Parking was a cinch on Deadrick. (Plus I got a free gift bag with some nice lip balm and a whitening kit for stopping by 😁) The whole process was easy, quick, efficient and dare I say it…even a little fun? Not something you can say usually say about a dental visit 😂

My experience was awesome and Haley was incredibly informative and helpful. Very patient, especially when I had to change my appointment time last minute…twice! I love that there is no pressure to immediately drop a bunch of money. They give you time to make the best decision for you. And your scan is good for 90 days! So again no rush but I will absolutely be going through with this process within the coming weeks! Thank you again Haley for being so awesome!!