Do not use SmileDirectClub under any circumstances!

DO NOT USE SMILEDIRECT under any circumstances! It's a waste of time and money for a product that doesn't work and a customer service team that contradicts itself and which fails to follow up. After repeated attempts to contact customer service directly and failing to get a satisfactory response (or in some cases, any response whatsoever), I'm coming here to notify the public of their terrible service, but also hoping that this might FINALLY get their attention. I am hereby demanding that the company give me a FULL REFUND of my $1500 due to the their severe negligence and misinformation, which clearly had a negative impact on my treatment.

I began the process in August 2016. My treatment definitely did not go nearly as well as I expected due to misinformation given to me pertaining to treatment instructions. During the treatment process, I found that there were a number of discrepancies between the original instructions I received concerning treatment and instructions received nearly toward the end of the treatment.

Specifically, the problems I experienced could be summarized as follows:

1) I wore my aligners a minimum of 17 hours per day, as first instructed (and as I was told again upon verifying by phone with their office at the start of treatment). In an email to customer service, I was directed to do 22 hours minimum per day. That's not useful after I've gone 5 months doing the program as first directed, only to be told in the end that I should have been wearing them for longer. This contradictory information came over the period of time when the company was in transition, as many others here have noted. Apparently, they had tinkered with their treatment methodology, among other things, but they fail to acknowledge this problem.

2) My aligners seemed to fit well initially, but somewhere around the end of the 3rd/beginning of the 4th month, I could feel and see that the teeth were not aligning properly with the indicated stage in the aligners. It seemed that at that point, the aligners were no longer fitting properly, though I continued to wear them as snugly as possible, giving the system the benefit of the doubt.

3) I finished using the last set of aligners (Month 5, weeks 3/4); I began these on Jan. 6, 2017. These aligners, as many of the prior ones, did not seem to fit properly, but moreover were particularly ill-fitting.

I had been told at the beginning of my treatment that at some point, their office would request progress photos from me. However, these requests came in much too late, and only after I had made repeated attempts to inquire about this as a result of noticeably poor progress.

I do not believe that I was served well or in a timely manner (given contradictory instructions concerning treatment, as well as the fact that progress was not requested until nearly the very end of my treatment, and only once I had made several attempts to contact them). I told them that in order to receive proper treatment, I should have scans redone in the DC office and an entirely new treatment plan be developed, as I had seen very little progress given the miscommunications and delays on the part of their office. I would have felt much more secure in doing that than simply picking up where these results left off; I would have liked to see results like the ones that had been projected for me prior to beginning my treatment.

Instead, I was daftly told to continue wearing my last set of severely ill-fitting aligners for another 3 weeks, as if that would magically correct the failure of their incorrectly assessed treatment plan, despite my having diligently followed it as instructed. After calling them to stress that this was not an adequate response, I was told that I could expect to receive a phone call later that evening from their patient care department. That phone call, which happened about a month ago, never came.

SDC has yet to acknowledge their misinformation and their apparent self-contradiction over these months of transition. I am sorely upset that THEIR negligence and lack of consistency and communication impacted my treatment, and that they have done nothing to address my concrete concerns.

Unless you want to be taken advantage of, by no means should you give your hard-earned money to them.