SMILEDIRECTCLUB

SmileDirectClub filed for Chapter 11 bankruptcy protection in September 2023. After a failed attempt to restructure, the company announced on December 8th that it had made the “incredibly difficult decision to wind down its global operations, effective immediately.”

What does the SDC shut down mean for customers?

• Aligner treatment with SmileDirectClub is no longer available, even for customers who have already paid for but not yet completed their teeth-straightening treatment.
• All orders that have not yet shipped have been cancelled.
• Customer care support has also been suspended.
• The Lifetime Smile Guarantee is not being honored.
• SmileDirectClub says that information about how to request a refund will be available "once the bankruptcy process determines next steps and additional measures customers can take."
• For now, it suggests that customers who want to continue their treatment should consult a local dentist about alternatives.

• Average Cost:
• $2,033

• Range:
• $1,800 - $2,386

SmileDirectClub treatment was just over $1,900, according to reviewers on RealSelf. Customers could also use the SmilePay program to make monthly payments.

Despite shutting down, SmileDirectClub now says that all “SmilePay customers are expected to continue to make all monthly payments until payment has been made in full per the terms of our SmilePay program.” It also says that all questions should be directed to HFD at 1-877-874-3877 or via email at support@gohfd.com.

If you chose to visit a SmileShop:

• A technician would scan your teeth, which took about 30 minutes. 
• A dentist or orthodontist remotely approved your program.
• A 3-D printer will use your scans to create 24 custom-made tray aligners.
• These would be sent to you, along with detailed instructions about when to switch them out.
• The company would email you a preview of how your smile would transform over the course of your treatment.

If you chose the online option:

• The company would send you an at-home impression kit and instructions.
• You would take images of the inside of your mouth and make a dental impression using the quick-hardening material provided.
• You would email back the images and mail back the mold.
• SmileDirectClub would forward this to one of its 225 participating dental professionals, who would analyze the images and mold before creating a customized treatment plan.
• The company would send the custom-made aligners to your home.

Patients had the option of sending pictures to SmileDirectClub every 90 days. These images were analyzed by a dental professional to monitor progress. This was intended to serve as a virtual checkup.

Eliminating interaction with a dentist or orthodontist allowed SmileDirectClub to charge as much as 60% less than Invisalign and traditional braces. Because of this, patients with slight spacing or crowding issues were better candidates for SmileDirectClub than someone with more serious orthodontic problems. 

Dr. Steven Davidowitz, a cosmetic dentist in New York City, says that “invisible aligners are effective for mild spacing and crowding issues, like closing a gap between teeth. It can be especially useful for people who wore braces as kids and didn’t wear a retainer after their braces were removed, so their teeth have shifted a little over the years.” 

Many orthodontists and dentists on RealSelf say that an evaluation for any clear aligner should be done by a qualified provider. Dr. Sarah Thompson, a dentist from O'Fallon, Illinois, cautions that "if you have undiagnosed root or tooth decay, gum disease, or other pathologies, a clear aligner may make these problems worse.” Dr. Davidowitz agrees. “It’s important to have a dental professional assess your overall mouth health before starting a program, to determine if you’re a good candidate,” he says. 

In fact, the American Association of Orthodontists had filed complaints against SmileDirectClub with 36 state dental boards. The American Dental Association also filed a citizen petition in an attempt to correct what they say were misleading, inaccurate, or harmful statements.

While the regular checkups required with metal braces and Invisalign can be a hassle, they allow your dentist to monitor your progress and make adjustments, which can improve results.

“Without expert oversight and the attachment features used with Invisalign to deliver the force required to predictably move teeth, there’s only so much that can be done,” says Dr. Davidowitz.

Typical treatment time was six months. Patients would wear each aligner for a week or two before moving on to the next one.

All clear aligners are intended to be worn all day and night but removed for eating, drinking, brushing your teeth, and cleaning the aligner trays. It’s common to feel tightness and discomfort for the first few days after switching to a new set.

After treatment, it was strongly recommended to buy a retainer for $95 and wear it both day and night for two weeks, then at night indefinitely.

Not wearing a retainer can result in teeth migrating back to their original positions.

Pros

• SmileDirectClub treatment could correct minor gaps and crooked teeth.
• Prices were far more affordable than braces and other alternatives.
• Clear aligners are far less noticeable than metal braces.
• Getting aligners via the mail was more convenient than going in for regular check-ups.

Cons

• Patients with complicated dental problems, such as very crooked teeth, major crowding, or serious bite issues, were not good candidates for this treatment option.
• Dentist and orthodontists expressed concerns about the lack of expert oversight for at-home orthodontics.
• Customer satisfaction was extremely low, even before the company shut down. SmileDirectClub reviewers on RealSelf give the system a 32% Worth It Rating, one of the lowest ratings of any treatment option on the site.
• The company also came under fire for attempting to silence negative reviews.

Clear aligners are considered relatively low-risk, but in some cases, they can damage nerves and cause teeth pain. Some reviewers on RealSelf report that they

Aside from the expected discomfort, the aligners can scratch the inside of your mouth, temporarily impair speech, and cause dry mouth. If the inside of your mouth becomes irritated, infection is possible.

In rare cases, aligners can break, which creates a risk of swallowing a broken piece.

Other risks included a higher risk of TMJ.

The primary reason reviewers on RealSelf say their SDC treatment was Not Worth It is disappointing results.

The Invisalign system of clear aligners are also used to straighten teeth and close gaps. This system is available only through a dentist or orthodontist, and regular checkups are required.

Most Invisalign patients need what they call attachments—tiny, tooth-colored “handles” that are bonded to your teeth, to help them move. These can be noticeable, but they make this teeth-straightening system more effective.

Invisalign has a much higher Worth It Rating from RealSelf members.

You may also want to consider traditional braces. Because they use wires and brackets to apply pressure and move teeth, they can correct more complicated alignment and bite issues. They also have a higher Worth It Rating than any clear aligner.

SmileDirect Club Customer FAQ, December 2023

Eavis P., Griffith E., This Company Says It Will Fix Your Smile. It May Shush You if It Doesn’t. (2020)

American Dental Association staff, Citizen Petition from American Dental Association (2019)

Ganski K., ADA sets record straight on status of petition to FDA regarding SmileDirectClub (2019)

Solana K., Association files complaint with FTC, FDA against SmileDirect Club (2019)