I came in for a free assessment today (which I was told is normally $95 but waived due to a promotion). At no point during my visit did I see medical/dental/orthodontic credentials of anyone I encountered. I was given a bunch of forms once I was pulled back (ALWAYS read the fine print)...signing off on things like "If I begin treatment, I've verified on my own with a dentist that this is ok", "shifting of teeth may cause your mouth to numb and teeth to fall out or need root canals", etc. My mouth was scanned, but I was expected to move the mouth props/instruments around myself (oh, the professionalism) so that pictures could be taken of my teeth with an iPad. A full-sized iPad. After the scan (which entails a large plastic instrument being jammed around your teeth and into your gums for 20 minutes), I was handed a form asking for credit card info, which I declined to provide since I wanted to wait to see if I was an appropriate candidate before giving this company $1500. I was rudely told "good luck with everything then", so apparently unless you provide credit card information you don't get the results from your consultation/assessment, which is normally not free. That's a hard pass from me. As they charge upon "reviewing" the scans and "determining" if one is a "good candidate", my guess is that anyone who pays/provides payment info upfront is told that they're great. I'd much rather spend an extra $3000-4000 (as a full-time grad student in debt) to have a legitimate orthodontist supervise a legitimate Invisalign treatment plan. Furthermore, Smile Direct Club did not want to provide me with copies of the forms that I had signed for the free assessment, until I began to escalate the situation. As a patient, you have the right to a copy of anything you sign. This place at best seems incomprehensibly incompetent, and more realistically, severely corrupt.

I was treated very well by doctor Alberto Cuevas, he was very specific, kind, detailed, not pushy and very updated with the new technology.

The yelp reviews are accurate. This might be a great product (is it?) but this platform needs to figure everything else out. After 8, yes 8, appointment reminders, I showed up to be told there was a 1.5 hour wait. Not worth the headache IMO.

To the customer service written back , I still think this company should make sure they inform customers about this and give thorough training to their staff .

Had to change this review from 1 start to 4 stars to 2. The first experience was bad, then they fixed it, then we had issues with production. The short story is: when you get impressions taken, the aligners arrive in six weeks. If your teeth shift during that six-week wait, the new aligners may not fit. Then they'll say, "sorry for that, let's re-evaluate your teeth with a new impression". Then it's another six week wait, and the aligners again won't fit, again. I'm trying to explain this to customer service, that this is a cycle that can never work. I've started treatment in January 2017, and can't seem to get aligners that actually fit. Would like to speak to someone that can understand this, but that means likely going to a normal orthodontist. PREVIOUS POST: I had a bit of a fluke experience going to an in-person visit here, and at first was disappointed. I was able to reach out to the management team, and they were courteous, empathetic, and genuinely curious about how to do better. My issues were fixed right away. I can see the my issue was a bit of a fluke, and they are aware and working to resolve it. It's a fast growing company, so I can accept that things may not always be as smooth as some would like. Haven't yet received the product, so I will update once I get it.

I am on aligner set 6 and so far all good. I went for an in person visit, they did the impressions and then I received my first aligners only a few weeks later. The only thing I didn't like was that they asked for my credit card details when I decided to submit my details for approval. I gave them a fake nb since that didn't make any sense to me. But as I said apart from that everything has been very smooth. I have received 10 of 20 aligners and on step 6. I personally love not having to follow up with an orthodontist every other week. I don't like dentist offices and I don't have the time. Also I saved 4 grand going with smile direct. Unfortunately needed to change my 5 star down to 3. Have been needing refinement treatment for some time but the process and assistance from SDC has been a nightmare. Now On aligner 18 but still no news on my refiners. By the time I receive them I will have to make new impressions since my teeth has now moved.

Go to a real orthodontist and avoid this business!!! My top teeth are sticking out a bit more than I think they should. I went to an orthodontist that quoted me over 5000 for Invisalign and the ads for smile direct club were enticing so I decided to try it. I go to their office to get a 3d scan of my teeth and that's where the problems start. The person doing my 3d scan clearly had no training. She kept having problems with the machine and had to redo the scans multiple times. After she finally completed the scan, she started pressuring me to provide my credit card number. I let her know that I would not do that until I see the treatment plan that the company came up with for my teeth. I didn't want them to have my credit card number before I decided to accept the service. She kept up with the pressure. She kept insisting that the price may go up (it didn't). I left without providing my credit card number. A couple of days later, I get an email stating that my plan is ready. Now the so-called treatment plan was just a 3d image of my teeth and a projection of what they would look like after treatment. No one called me and there was no written explanation. Just a message stating: "Great news! Your treatment plan has been approved and your smile is ready to ship directly to your door. All you have to do is buy it." You would think that means that someone looked at the scan and decided that they could fix my teeth, but that's wrong. They wanted money and my teeth were not their problem. I thought my teeth looked exactly the same in the before and after pictures they sent so I wanted to speak to someone about the treatment plan. This is basically impossible. You can only speak to sales people who desperately want to sell you the product and you will never ever speak to someone that seems to have any sort of training on teeth. Their sales people would call me several times a week, sometimes more than once a day. They were always telling me to BUY NOW!, but could never answer questions about my teeth. I was assured that someone would get back to me about my questions, but no one other than the sales people called. They always claim to have a deal that's about to expire and that is a lie. The deals remain the same every time they call. I sent an email to the company explaining that I want to make sure that the aligners will address the specific problems that I have and I wanted to speak to someone about it. No one called me, but I received the following email: "This is Tim, one of the Customer Care Specialist here at SmileDirectClub! The licensed dental provider has provided a video animation of your treatment. I have attached the video to this email, hopefully this will be helpful!" The video was 5 seconds long and I couldn't tell what was going on from looking at the video. I sent the video to my mother and my boyfriend, but none of us were sure. I emailed the company again and asked: "Can you tell me if the four front teeth on the top row are moving? I cannot tell by watching this video. Do I need a second set of impressions?" I received this response: "This is Marissa, one of the Customer Care Specialist here at SmileDirectClub. I am looking at your treatment plan and it is indicating a dual arch therapy. your top row teeth are moving, but it looks like the movement is very slight." I send another email saying: "Thank you. I am concerned about that. My two front teeth stick out further than the rest of my teeth. I have slight "bunny teeth" but the model doesn't seem to account for that. This is definitely something I want to correct. Do I need another scan of my teeth?" I receive an email from them saying: "This is Diane, one of the Customer Care Specialist here at SmileDirectClub! What you are describing is an overbite. Our aligners do no fix bite issues." If their aligners don't address overbite issues, which is my only issue, then why the heck have they been harassing me to buy the product since I first set foot in their store. They were constantly calling me to buy aligners that they later admitted wouldn't address my issues. I imagine that there are people out there that pay full price, only to later find out that their teeth aren't straight. Mind you, as of today, their website still says "Over Bite, Under Bite, Cross Bite Our aligners are designed to not only help straighten smiles, but they can also correct bite issues. Of course, one of the board-certified, state-licensed physicians in our network would need to evaluate your specific needs." Clearly, they are attempting to mislead customers that may not ask the questions that I asked. DON'T USE THIS BUSINESS and if you insist, visit an orthodontist first so you know exactly what you need before you head to smile direct. Don't expect smile direct to be honest with you about your teeth. Also check out their Yelp page for their Tennessee location. Lots of negative reviews there.

I made an appointment for 1145am on a Saturday. The company called me 3 times to confirm which i did and even told me the appointments are in high demand so they want to make sure I show up. They even tried to get my credit card over the phone which I refused. I then showed up on time only to find out that 3 people were in front of me for the same appointment time and it would be an hour long wait - in other words they wildly overbooked. So I just left as I had another appointment 1.5 hours later.

So far not so good. I arrive around 11:20 A.M. for my 11:45 appointment & I am immediately told there is over an hour wait. I go back outside to sit in my car & fill out the release form. After submitting the form I go back inside to confirm receipt. I ask the receptionist, "is it an hour from my scheduled appointment time or an hour from when I walked in?" She replies: "We are short staffed & there are 4 people ahead of you." I ask, "how long does the process take?" She responds, "well each appointment is normally 45 mins." I reply "that's 3 hours!" "She confirms, yes it could be. But they are working as fast as they can." So, I am supposed to wait 3hrs past my scheduled appointment time and pay $1500 - $1900 for your services? UPDATE: 1:24PM All finished. Great Tech's, Alberto made the visit worth the wait. Not a good way to begin a business relationship. Reluctantly I will give them an hour, anything more is both unprofessional & inconsiderate. I will update an hour from now. UPDATE: 3/21: I updated to 4 stars. After posting this review here and on google, I received immediate replies requesting I contact them. A couple of days later after not following up with their contact request, I was phoned and emailed. I was impressed by their follow-up, their commitment to resolve, and the obvious value they put in customer satisfaction. This is how business, referrals, and loyalty is earned! Good on them. This is how you start a professional relationship, I feel valued as a client.

PLEASE READ THIS BEFORE CONSIDERING SIMLE DIRECT CLUB. I came across SDC about 9 months ago on instagram. After many consultations for Invisalign and braces and whatever, I kept getting quotes for $12k, 15k, etc. SDC had a free consultation period and the price was only $1400. I said why not and visited their wework location in Bryant park for a scan. 7 months ago I signed up, got my aligners in the mail each month and all was fine. I was very happy. Side note 1: through out seven months I wasn't contacted once to see how things are going? Am I happy or unhappy with the progress? Is anything bothering me? Nothing. PROBLEM #1!!! I reached my last month and two weeks BEFORE I finished treatment, I CALLED THEM to ask about my retainers. They said not to worry and someone would call me a week before my treatment ended. NO ONE DID!!! 2 days before my treatment finished I called them and they apologized. I told them I wasn't happy and want a refinement. They asked for pics, I sent them and they said I'm eligible for a refinement. In the midst of all of this, I lost my last try. PROBLEM 2: After numerous phone calls and many lies, it's not been TWO WEEKS, and still no trays have come in the mail. I called on Monday (it's now Saturday) and they said the aligners are going out Tuesday or Wednesday, the lab is finishing them up. I just called from their office in the west village, the aligners have still not gone out. HORRIBLE CUSTOMER SERVICE. To top it all off, their phone lines are crap. Messaging system is poor. Claims on phone glitches for the operator and then it hangs up on you before you can even leave a message. I understand it's a start up but these are horrible experiences!! I am right now sitting in their office, I had a 2pm appointment. I can early and the nice hostess is telling me there are four people in line before me. why didn't I get a call to come later or to notify me that they're not running on time. I have to say, if you would have asked me a month ago, I would say RUN to get this done. They're great and on top of their game. Ask me today and I'll tell you to steer clear till they get their act together. This closing out and refinement process has been very painful and it's really such a shame. I'll be happy to update this review further to the company contacting me and turning this situation around, and perhaps getting me my replacement aligned already!

This review is to comment on the lack of service, as I walked out. Basically, I had an appointment for 230pm. I got there exactly at 230. Since I had not signed the consent form, I went ahead and signed it on my phone (took about five minutes) and sat down. I was waiting for thirty plus minutes, and finally gave up. What was weird was that while I was waiting, one of the technicians received a call that clearly indicated that someone thought they were understaffed and was asking if they needed more assistance. The technician stated that there were only two people and they only were waiting ten minutes (not accurate for me) and so they were fine. The part that really made me decide I made the right choice to leave was when I left, another technician came out and asked me where I was going. I politely said that I was waiting for over thirty minutes and that I would try again later. Her immediate response was not apology, but "well there are only two of us here today so we can't do anything about that". Nice first impression.

NYC- West 4th Location Deceiving. Health/Hygiene Violation. The service was great [only the person that assisted me]. The technician was very charismatic and willing to answer questions. I didn't get the free smile kit that was advertised and instead was given some free worthless gifts - buttons [WTF]. Again, the technician is great; I'm just upset at the experience. There's a health/hygiene risk - while the technician is definitely wearing glove, she kept on touching areas that weren't covered with disposable clear film. The technician kept touching the screen, which showed signs of debris and dirt. She then proceeded to touch my mouth with the same gloves. Yes the tool used to scan your teeth are one time use, but when you fail to consider the contamination through touching of areas not covered, it's the same as swiping your mouth with the same exposed tool. I was disgusted and couldn't wait to get out. This poses a health risk because their shouldn't be contact with areas that can hold possible contaminates.

This place definitely deserves more than 2 1/2 stars. I haven't had experience on the product yet but the costumer service for me is amazing. Seeing how most of these reviews are for the most part on service, and one review given by someone who hadn't even given them a chance yet, I figured I'd say my experience. Every time I call the 800 number my wait is short and the people are professional and friendly. They have no problem helping me with anything I need, from moving my appointments to putting a hold on my aligners. The location was also a great experience. My wait was super short and my technician was knowledgeable and friendly and professional. I can't tell you what this product would do for my teeth, but don't walk away due to the warnings of bad customer service. I haven't seen any signs of that at all.

My experience with SmileDirectClub has continued to be a nightmare. I cannot submit insurance claims and flex spend documentation because the receipts do not have the proper information, despite repeated requests for substantiation from customer service. This is the most basic piece of information needed and because I budgeted for FSA reimbursement and insurance coverage, relied heavily on these two sources to bridge the cost. I have sent in another request for proper documentation, based on my FSA company's most recent denial of payment and will update all on answer. The insurance will not cover its portion of my aligners because the tax id number is not recognized. I canceled service until these issues are resolved.

I made an appointment on Friday at 4pm. 3-4 people were waiting ahead of me I waited couple of minutes but not a big deal. All the staffs seemed attentive and friendly. A super nice girl, Bridget, took care of me and she said she was still training so her trainer was with us most of the time. She took the 3D scan of my teeth very carefully and review it to make sure she didn't miss any spot. She asked me if I have any questions or concerns many times which I really appreciated because English isn't my first language. They do change their gloves often but if you are a germophobia you may not like them touching the computer screen and your lips with the same gloves lol (which I didn't really care since I only pay $1700 for the service). Overall, I'm satisfied with my first experience at this place and with Smiledirect club! Can't wait to receive my first aligner:)

I made my appointment online today for today, and to be honest I was a little bit worried after all the bad reviews I read in Google. However, my appointment was for 3pm, they ended calling me at 3:10 - which was great. Niketa assisted me and she was really nice/helpful. I can't talk for the rest of the staff, but I also talked to the only man in there (I don't know his name - he was nice as well. I would recommend you to visit this branch based in a personal experience.

Brianne was a gem. The place was running ten minutes late for my online booked appointment, but this girl cruised through everything like a true champ. I really appreciated her kind demeanor in the face of astounding efficiency. This girl knows what's up.

This is a perfect example of a decent product who's company is not ready for the market. This office is fine. The product is fine. It works at about 90%. What's terrible is the Smile Direct Club customer service and supply chain; both are really dysfunctional. Customer service will give you the wrong information over and over again; they blatantly lie. My aligners arrived often weeks late, so much so that my teeth started to regress and had to be on the trays much longer than scheduled. Now once again I am waiting for my retainers that were supposed to be here last week but still haven't been sent and my teeth are regressing again. It's cheap, but for a reason.

They are simply amazing and efficient Dasha was very professional. I walked in the 5th avenue location and was greeted right away. AWESOME PLACE

the assessment and the trays themselves seem high quality, but the customer service is abysmal. Aligner packages are supposed to ship each month so you have your new sets when you're ready, but all of my shipments have been delayed. After calling and online chatting with reps, no one seems to have any answers as to where the next shipment is. If you can't count on having aligners when you're supposed to, then what's the point of doing the treatment in the first place? Would not recommend to anyone