31 Years of Crooked, Hoping for the Best with SmileDirectClub!

This is now three weeks and two days since the last time my reorder was "placed". I called Tuesday (the very latest that my bottom aligners should have been here, let alone shipped) and was told that they were still in "pending status". The gentlemen I spoke with said he would call or email me back by the end of the business day with an update after he called the lab and guess what....

NO CALL
NO EMAIL

I'm not even surprised, I'm disgusted.

So, I called today and requested to speak with management. I had to retell my entire story from start to finish, which is fine, only I discovered that they had zero record of the aligners ever being reordered the second time. Meaning the whole song and dance I was given by the guy who said he "called the lab and they were expediting mine, please expect in seven days!" was COMPLETE [RS bleep].

MADE UP
GARBAGE
DIDN'T HAPPEN
ZERO RECORD

He then apologizes and says they are now on back order. I told him that I was going to file a legal complaint at this point as it has been nine weeks to this day that I made the initial call about improper bottom aligners. Nine weeks of hell on a weekly basis with these people. He asked if he could call me back himself on Monday with an update, and I told him that I had been told that before and never received a call or email. I had him verbalize his understanding that if I did not receive an attempt to be reached on Monday, that I was filing a legal complaint and he stated that he understood. He promised to call/email even if he couldn't report a change in status, but just so I knew someone was working on it. My eyes are already rolling into the back of my crooked toothed skull.

(And just to be clear as well, my account is still getting charged every single month for a product that I do not have.)

So this is my last ditch attempt. Again, I wouldn't wish this experience on anyone. If I hear something Monday, then I go from there. If not, they will be cancelling my account with them and we will proceed to a legal alternative and file a complaint.

So done.

What else can I say besides I waited my ten days again, called, and was given another [RS bleep] excuse as to why they were never sent. I was told a whole new order was being created for me and that again, I should have them in ten days.

Ready to scream.

I hate this company.

Also, customer service should never say, “I’m really sorry for all of this, I just honestly don’t know what else we can do to help you.”

Buyer beware...

I called again last week and was told that my order still hadn’t been made because there was a “freeze” on my account. I asked what the heck that was all about and was told that the customer service team couldn’t say because the lab would not disclose the reason to them because it’s a different department. All they could say was that it was DEFINITELY not my fault, and that it was a good thing that I called because it wouldn’t have “unfrozen” without my verbal permission... But no one is allowed to tell me why it was frozen in the first place.

(Insert jaw drop here...)

I was assured that my bottom trays were being expedited and that I would have them in 7-10 days, but that I would definitely receive a shipping tracker in 5 business days. That was two days ago, and shocker, no shipping email was ever sent.

At this point I’m considering ending the whole thing because it’s going on six weeks with no aligners that I am paying for and NO ONE can give me a reason why. I’m fed up.

ALSO,

This rep also assured me that I would be getting free retainers for my inconvenience. I just laughed and asked if I can have an email with proof that this would be the case. He said not to worry because he was typing it in the notes, and that their team would be able to see when it was time to order. I asked him if he was able to see the notes from my last conversation with customer service because that girl also promised me free retainers... and (shocker) he could not. There were no notes.

I cannot stress enough that dealing with this company requires babysitting customer service every step of the way.

If they eventually make it here and still don’t fit, I’m sending everything back and getting my money back. If they do fit, I will attempt to stick it out because all I’ve ever wanted was to be able to smile in photos...

So thanks Smile Direct for ruining what was a long awaited and supposed to be uplifting experience, thus far.