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SmileDirectClub App Complaints & User Negative Comments 2024
SmileDirectClub app received 108 complaints, negative comments and reviews by users. Have you ever had a bad experience using SmileDirectClub? Can you share your negative thoughts about smiledirectclub?
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SmileDirectClub for Negative User Reviews
✓ IT HURTS!This is a normal looking friendly app well… I got the app and I started off pretty good BUT! Then my mouth was as wide as I could and it said please get full mouth or something! It’s annoying and trying to get you in the hostpital probably gonna get a broken mouth/jour it’s annoying don’t get it kids and any other humans the person who made this is an alien that can bend mouths! PLEASE READ THIS OR SHARE THIS TO ANYONY YOU NO NOW!!!!!.Version: 2.0.9
✓ App never loadsWhen I first got my Aligners the app worked perfect but now a few months in it never loads, so I can’t keep track of progress.Version: 2.1.2
✓ Not workingButtons for key features like updating aligner schedule are not working for me at all. App logs me out between uses. Please hire some UX / app testers and fix, thanks.Version: 2.0.1
✓ Won’t work if your missing a toothThis app only works if your not missing any teeth. I’m missing a k9 tooth and the it won’t take the image of my top teeth. Just keeps asking me to open wider and hold my lips back (pause). I’m sure there are many people with a missing tooth or teeth who are unable to use this app. Just reach out t to your local dentist they accepts your insurance or dental plan and have an in person visit. Some offices will allow you to take and send pictures. With the pictures they’ll provide you with a pre-diagnosis to give you an idea of what treatment is needed. That way you can budget for it. Dental is very expensive and there’s no way around it..Version: 2.1.2
✓ Scanning problemCant scan left side, trying to open my mouth to scan for 15minutes, while front and right side work well.Version: 2.0.1
✓ App crashesApp crashes. Doesn’t load. Is slow, so bad..Version: 2.1.5
✓ App is not usableThey changed this app about a month ago, and ever since it is not usable. All of my progress info is gone. They switched to an Okta login and ever since, it takes over a minute to load. Then when it does load, none of my info is there. How am I supposed to track my progress? Complete garbage. Please go back to the old app! These developers are literally costing the company money - can not recommend without a way to track my progress..Version: 2.1.2
✓ This is stupidMiss our kids are telling me to open my mouth wider. I was testing it kept on telling me to show more lower teeth. That’s all I can show you dumb idiot fix this.Version: 2.0.2
✓ Terrible app but great companyI’ve seen a lot of reviews about smile direct club not giving good service. personally i’ve never experienced bad service from them. i love going to their dental appointments as well as speaking over the phone. i always receive good service. HOWEVER their app is absolutely terrible. it’s never up to date, the retainer treatment plan is always messed up on the app. it’s slow and will randomly sign me out of my account. it’s just a terrible app with a lot of bugs..Version: 2.1.2
✓ Doesn't loadMy app isn't working it hasn't loaded in 3 weeks.Version: 2.1.2
✓ OwchDue to the App's scanning instructions, my jaw is now causing me discomfort. Despite my efforts, I cannot proceed beyond the scanning stage as the App continuously prompts me to open my mouth wide and turn my head to the right. Consequently, the pain in my jaw has become unbearable, leading me to give up. At this point, I am contemplating taking legal action against the App owner for their deceptive practices..Version: 2.1.4
✓ Leaves A Lot To Be DesiredThe service from staff is excellent. However, the app and website are incredibly poor for the technology in this day and age, especially when they want you to use the app for your interactions..Version: 1.9.1
✓ Stay away and save your money!I’m not happy with my results at all it won’t make a difference just get braces and they also charge hidden fees and subscribe you to things unknowingly. They charged me for retainers I never ordered and it overdrafted my account and used my last transfer of the month and then they charged me a late fee for the payment over a problem that they caused. This company is horrible they will charge and ship you things without consent. Then if you complain they will definitely acknowledge your complaint but hang up proceed to do nothing about it. The retainers cut your mouth. The customer service puts you on hold every 2 seconds just to not resolve anything or take you serious. This is overall a bad/lazy company that does NOT care about the customer or your “smile” . Stay away give your money to someone else because you’ll regret spending it with smile direct. I know I do..Version: 1.10.3
✓ App doesn’t work…Will not let me sign in or at least tap anything after the sign in process. It logged but then immediately signed me out. I’d just suggest using the online portal/website if you need to update any information or whatever. Other than that, my kit will be shipped in the next 24 hrs…I will be updating my progress and what I think of this brand. Looking into because I’ve previously had braces and ever since removal my teeth have shifted out of place. Hoping these straighten them back into place! Thanks!.Version: 2.0.7
✓ Terrible. Not shipping my stuff. Not communicating. Aligner brokenI cant log in because my keyboard doesn’t go away and they won’t send me my retainer and my aligner is breaking if I don’t get my retainer they'll separate and I’ll need to do my whole thing again but I’m definitely not going back to smile direct club I hate it but it’s the cheapest I think. My retainer should’ve been here in 2-3 weeks but it’s going on 3 months and it’s terrible I need my retainer I’ve stopped putting in my aligners cause I’m sick of this.Version: 1.13.1
✓ If negative starts I wouldThis might be the worst app of All time. It made me scan my teeth left right and middle. Witch is fine but it wouldn’t save so I kept trying over and over again. It kept making me open wider and wider and wider and then I popped my ear. I’m still in so much pain and it still made me go wider. Then put my chin up and if kept switching if I needed to show my upper or lower teeth more it was never perfect. My mouth is so sore and then it would say open mouth less..Version: 2.1.2
✓ TrashWhen I scan it tells me to open mouth wider so I do than says close a bit, then open a bit again. It tells me to go closer when my forehead is touching the screen..Version: 2.1.8
✓ Needs ImprovementsThe Get Back On Track Button in the App, doesn’t work. I tried deleting/re-download and updating the app and it still doesn’t work. So, I was using the website version to get back on track now the website button has disappeared and I can no longer do it from the website anymore. Now, I have to email support every time I get off track. which throws the whole convenience thing out the window. And support didn’t ask how many days I was behind they just reset it back to the first day for that aligner..Version: 2.1.1
✓ NickIt’s a really nice looking, easy to use app. The only issue I have with it is it takes so long to load. Everything about it is slow.Version: 2.1.7
✓ Literally doesn’t workThis app doesn’t work. I have an iPhone XR and the latest operating system but all I get is a blank purple screen that crashes each time. Really let’s down the otherwise good service I’ve had from SDC..Version: 1.8.5
✓ Could use some work..**This will be updated I’m sure.** I’m on aligner two in my journey, and let me say this: If you are not ready to deal with pain, blood, and refitting then I suggest you just get braces. The length of your aligners can vary, but when you put on a new one then it’s instant discomfort and pain. One big problem is putting them in in the most comfortable way possibly, which can take awhile depending on who you are, and they don’t address that. They also don’t address cleaning of your aligners completely. If you get the SmileDirectClub box then you’ll receive four cleaning tablets. Now, out of instinct, you would put the tablets in water, let them dissolve, put your aligners in, then let them soak for 25-30 minutes before taking them out. What do you do if they’re still dirty? Well, you can scrub, rub, and clean all you want, but if you don’t have that SmileDirectClub UV light cleaning thing then believe me when I say it won’t do much. It doesn’t help that you have to brush your aligners with a special aligner toothbrush or you run the risk of damaging them. The app WORKS, no doubt about that, it’s just that some things about the app could be better, could explain more; especially for those who are new at this or never even had braces. But to you all I say good luck..Version: 1.8.5
✓ Had some issuesI have had a complete treatment with these aligners and have went through some pain but learned how to deal with it. I was so pleased to find that my teeth was straight but my bottom aligners didn’t completely move my lower teeth but it fixed my overbite ALOT so I was just greatful and decided not to make a situation out of it. But now it’s been I think 3 months since treatment has been over and I keep having this one problem. My teeth on the top of my mouth won’t stay straight. They keep separating a little and I thought that my teeth was just settling. After two days my buck teeth split apart slightly but I was find with it. Then the next day it really got bad. And I’m just curious if this treatment plan never worked because now that my gap is starting to come back tremendously I’m getting concerned..Version: 1.10.3
✓ Learn to unhinge your jaw or don’t download this stupid appYou need to show all your teeth at once, you either need to unhinge our jaw or remove all the skin around teeth..Version: 2.0.14
✓ Constantly timing outEvery time I go to upload my photos of update dental history, the app times out or says the link is broken..Version: 2.1.0
✓ Do not recommendWhen I downloaded the app it seemed fine at first until lit had to scan my teeth. It kept telling me all these directions like: chin up, move your head right, move your head left, open your mouth wider. But 30 seconds in my mouth and jaw hurt so much I had to quit and delete the app. So as I said I do not recommend the app I don’t know what all the talk about the app being so good cause it really isn’t. I’m not a hater but this app just isn’t worth it but download it yourself and have a try because what I’m saying is true and I have my own opinion on things so try it yourself it has apparently worked for other people..Version: 2.0.8
✓ Slow as feck!Not sure why this app is so slow? Takes forever….Version: 2.1.8
✓ HOW DO I GET STARTEDI download the app and it said to check if I can use it, I completed the test, got my results through email, I was looking at these options and then it said down the bottom of the page “am I a candidate?” I clicked that button and it too me to the test I completed earlier, I did it one more time but I was just going in a loop SOMEONE HELP ME.Version: 2.1.2
✓ Not proper orthodontics and tricky practicesWe had to pay and make a claim against our insurance in order to get the treatment plan. I downloaded the app but it took 14 days after payment and insurance claim collection to get the plan. When I looked at the plan, I discovered they were only realigning the front teeth. The bite of the molars was not changing. I contacted the dentist but they said there was nothing more they could do. I contacted them by phone and asked why they can’t fix the bite properly. They said they do not move molars. I asked why this was not disclosed previously and the woman on the phone said it will look good anyway. I asked for a cancellation. They said it would be 7-10 days for them to process it. I asked them to repay the dental insurance as well and they said that the dental portion was a “discount”. I said no, that it comes out of my maximum, and that it was paid in cash to them, which is not a discount. I will have to pay that to a proper orthodontist out of pocket if the insurer is not reimbursed. I got Aetna involved and we are not working together trying to get the money back. Stay away. If you just want something cosmetic and don’t care, fine. But if you want proper orthodontic care, keep moving..Version: 2.0.1
✓ Interminable loading timeUgh, we’ve all heard of the dreaded spinning pinwheel on Macs, but is the “spinning smile ” now a thing with this app? The splash screen of a purple smile going round and round is absolutely mind-numbing since the last update; it literally loads for minutes at a time without ever opening the app. I’m not going to continue using the app if this isn’t fixed quickly; no one has time for this..Version: 2.1.2
✓ Complicated😠It keeps repeating its word rapidly. Saying chin up, and my chin way on the roof by then. And it still ask for my chin to go up. My jaw hella hurts after this. K decided to quit because it wouldn’t cooperate with me. I did what its ask to but its kinda complicated looking at my screen while I'm turning my head. And its hard to see what it’s trying to make me do. I suggest having the instruction and words more briefly. Maybe show a picture on how my position should look like. I was stressed, and my jaw hurts after minutes trying to find the right position its asking me to. And its too complicated, since its asking so quickly and it wont even let me take a time to read it and stay in that position since my mouth is in discomfort and trying my best to keep it that way. And once i moved my mouth because of it hurting it’ll keep asking chin up. Like how? My chin is already as high as i possibly can go further and it keeps asking me further it up. Like i already did and my neck hurts already. It was an okay start until its getting in my nerves😠 Please fix the instructions of your app. My jaw and cheek bones still hurt after this. Im quite dissapointed..Version: 2.0.8
✓ Bad appThe treatment is perfect but the app is rubbish. It works like 10% of the time and the 3D scan doesn’t even show your teeth, it shows someone else’s which is weird. You have to rely on email updates to tell you when to change your aligners because the app is so bad. Even after updating several times it still remains laggy and buggy if it even opens up.Version: 2.1.2
✓ I had to take a while scanning and now my jaws hurtScanning was too tough “head up” to the left pls” it’s too annoying and now my jaws are in pain for a opening my mouth for a while, sorry, instead of fixing my teeth it’s in pain ☹️ I do not recommend this app.Version: 2.0.8
✓ Scanning problemI tried this and it took about An hour I was confident in it when I started but it took so long, do not recommend for the youngers..Version: 2.0.5
✓ Aligner touch up and app problemsI’ve been asked to update the app without there being an option to update so i’m unable to open the app when I was able to do so previously. This is following a touch up after wearing aligners for 4 months. My teeth have not moved to follow the aligners leaving a gap that makes it look like I have a tooth missing. I’ve received a new set of aligners today without any email or instructions with the aligners. My treatment is being extended by 2 months and they have not offered any compensation for this.Version: 1.12.0
✓ It’s alrightThere’s a few bugs that need to be ironed out, the app takes ages to load and displays the wrong aligners and time frames when you change aligners..Version: 2.0.0
✓ Appalling App, appalling service, appalling tooth careSimply avoid at all costs.Version: 2.1.1
✓ Pointless AppIt would be useful to have an app through which you can submit your photos, order retainers etc. I don’t see any point in this app, all it does is count down the number of days until you switch aligners and you get an email telling you that anyway..Version: 2.0.10
✓ You get what you pay forThe app itself does not work. Had to use the website. Unfortunately the app was indicative of the product itself. They ship you product to make two molds. I knew one of my top molds was not great and was glad I had a second. They sent me aligners using the not so great impression. It didn’t fit all that great but I went it. About half way through treatment it wouldn’t stay on at all. I contacted support using the website because the app would not work and they said to keep going with treatment and they would send new Aligners. I thought, great they will finally fit! After 3 weeks passed I finally received the new aligners but so much time had passed I had already progressed to two more sets so the new ones were useless. Next to the last week and they tell you it’s time buy retainers. Like an idiot I bought three. The top one would not fit at all (surprise). I contacted support again and they asked for new pictures. I sent new pictures and never heard back. I did however receive a survey and I said I would highly not recommend their product. They followed up and asked why and I stated the facts above. They said someone would be in touch to fix the retainers and I am still waiting (3 months and counting but not holding my breath). If even one person doesn’t use SDC based on this review then my time writing it has been well served. TLDR: You get what you pay for. I should have bought Invisalign..Version: 1.8.2
✓ Horrible Customer ExperienceI’m sure if you don’t have any issues with unsupervised teeth alignment than the app and Smile Direct will do you just fine. However, no ones teeth will act exactly as they predicted at the beginning of the treatment. So you’ll find yourself messaging a smile rep on this app and after explaining your dissatisfaction, the app will bounce you to another rep. After reading “how can I make you smile” ten times over, with each time reexplaining the issue, you’ll want to throw your phone through the wall. On top of that, the app does not tell you your progress when you’re waiting for new aligners. So halfway through when you order new aligners (which can take up to two months) do you stay with the same plan? Or stop wearing them all together? The app won’t say. It literally does not know you are still a customer and wants you to order again. The smile reps don’t know either. And they rarely track the conversations when you do get a hold of someone. This is just a rating on the app, I have more reason to not recommend SmileDirectClub to anyone!.Version: 1.9.0
✓ Don’t do itThis is not a good way to look after your oral health..Version: 2.1.7
✓ Review #1,000The app is ok, however sometimes it doesn’t let me sign in which is frustrating because I need to find my info about my next aligner and that’s not possible when I can’t sign in. I also feel that the progress page should be more detailed than it is and you should be able to look at your entire plan on a calendar..Version: 1.10.2
✓ The app needs some workMy son started with Smile and the app was amazing until one of the retainers broke and we got set back a month on his progress. I tried to call on multiple occasions to get his progress set correctly on the app but the people I spoke to could not understand what I was trying to explain. They could not understand a simple task due to the language barrier. Quiet frustrating! I am now just setting a two week reminder in my phone when my son needs to change his retainers because the app shows the retainers haven’t even showed up and won’t let me go any further. Smile Direct club in itself is good but the App needs some work, also customer service needs to be state side. When having to call multiple times and talk to multiple people to never have your situation fixed is very disappointing..Version: 2.0.6
✓ App won’t show progressSo I started this smile journey last year in May. According to my initial treatment plan, it would take 8 mos. About half way through, the aligners started to cave every time and I could tell it wasn’t doing anything for the crowding in my bottom teeth. Instead of wasting time, decided to go for a touch up. Got a new set of aligns a month or two later. First couple months were okay, then again with the caving. Went in for a 3d imaging since the orthodontist I spoke to said it was probably me making errors with the molds… sure. Got a new set and new treatment timeline. It’s been about two months again and I was advised that if the next aligner doesn’t fit, to keep wearing the old one maybe another week or so then try again. So I did that and it’s been working well, but that means I am behind. So for the checkin, I let them know about how I hadn’t been able to progress along perfectly with the treatment due to fitting issues and they immediately want to schedule another mold/imaging. I just wanted to update my schedule to reflect I was a little behind. Got that sorted and a “smile expert” checked my aligner back in, but now my progress is gone from the app, I can’t see my wear schedule, have tried contacting customer service again but all they say is to uninstall and reinstall the app. It’s been over a year and a half of treatment now and I’m honestly starting to lose hope..Version: 2.0.0
✓ Could be betterI thought I’d have a laugh by downloading this app, sadly I have only 4 teeth left and all the app did was tell me to show more teeth. This app could at least cater for a wider audience..Version: 2.0.10
✓ Glitchy live chat featureLive chat doesn’t work for me. Unsure why (iphone 13, up to date software). Smile direct customer service in general is poor. Wouldn’t recommend this app or the company. Don’t waste your time and money!!.Version: 1.10.2
✓ Not a happy customerOverall, I am pleased with my finished results. However, I had some fillings removed and it’s been a hassle trying to get a retouch. I constantly have to reach out to them about my next step. Through chat, a smile expert is rarely available and then when I call in the wait time is ridiculous ! The automatic system tells you you have 30 minutes before you can speak with a smile expert but you wait for about a hour. If you request a call back, your chances of receiving that call back is slim to none. I have done everything that was necessary on my end to start my retouch process, took assessment photos, sent in my photos, submitted an updated consent and dental history and I still haven’t gotten anywhere. I feel like I’m chasing them to get an answer. When I finally get a chance to speak with someone, nothing get resolved. It’s only escalated. This experience alone would reduce my chances of recommending Smile Direct to anyone. Don’t make a promise to customers that you can’t fulfill it. If customer service improved I’ll consider my ratings. Throw away the current system and revamp!.Version: 1.10.2
✓ Focus on sales over assistanceI’m generally happy with my slingers and what’s happening to my teeth but whenever I’ve had a question getting help is ridiculously challenging. First you get pushed to a bot that incessantly pushes new products before finally allowing you to request chatting with a live person which inevitably involves more than a half hour wait time. I wouldn’t recommend this treatment to others. Straightening your teeth so too important an undertaking to not have access to help or assistance when needed..Version: 1.10.3
✓ Always stuck and slow, can’t open it frequently.Improve it pls.Version: 2.1.7
✓ Can’t be opened easilyI try 10 times to open it one time really annoying app.Version: 2.1.1
✓ It’s updatingThe app it’s counting down to changing my aligners or counting down the days, it’s pretty much useless.Version: 2.0.7
✓ Fake appAfter finis "scanning", you need to wait 10 to 15 min to get the results. But you will get someting get wrong and direct you to speak with computer bot. All they whant is to subscribe or pay at once Don't waste your time.Version: 2.1.0
✓ ArghCannot log in from login page, continue button does not work. Really annoying..Version: 1.13.1
✓ Smile Direct Club App is BADThis review is only for the app. My experience (so far) with the aligners has been going well very happy with the progress. My complaint is with the app. I downloaded the app and had been using it without a problem for 14 weeks then today with an estimated 35 days left in my treatment schedule I try to log in on the app and it recognized me by name but all the information that was previously there about my aligner progress was missing. I believe this came after the lasted update but remember reading a prior review indicating this has happened in the past to other users. It would have been nice to be able to rely on this app for the duration of my treatment. THIS APP IS DISAPPOINTING..Version: 1.10.2
✓ …Don’t bother. I’ve been trying for 20 mins to scan my teeth. It’s incredible hard. The programme s despite holding my hand perfectly still. It keeps telling me to open my mouth wider, which I can’t. It’s open as wide as it goes. Pulling my lip down as requested doesn’t help either. Make the app more user friendly.Version: 2.1.8
✓ Not badOverall treatment was okay. I had to make a few revisions because the plan didn’t quite work as expected which lead to a longer treatment. Im now finished and moved on to the retainers I wear at night. When I wake up my teeth are pretty straight, however, after a few hours of having my retainers out my bottom teeth begin to crowd slightly. It’s not perfect, but my teeth are certainly better than before treatment. Customer service was also pretty good to me during the treatment as well..Version: 2.0.10
✓ Beauty is pain… literallyThe process is pretty easy to get started. It was painful!!!So My gums bled for 3 days every time I switched aligners which it weekly. I could barely eat anything during the process and had to take Tylenol frequently. I addressed this issue at my check up but was just sent a general email not addressing any issues or fixing my aligners. The retainers cost a lot! You have to re-order them every 6 months for the rest of your life…. So when I ordered my retainers there was one out of three that wasn’t even a mold for my teeth. It was a huge hassle to get the right ones sent and no compensation for there error..Version: 1.10.2
✓ App doesn’t workApp doesn’t work, it will only work if you subscribe, don’t waste your time.Version: 2.0.9
✓ Scam of a company!! DO NOT TRUST!Took me over a month to get my owed aligner money back after not receiving them in the post. I went through 2 managers who didn’t respond to my emails after sending 1 to me. I must’ve called SDC about 20 times before they put me onto a finances manager, who then got Tabeo involved. Tabeo then sorted out my refund. I was planning on going with SmileDirectClub in the future after my dental work / reason I had to cancel my aligners was finished - Definitely won’t & I’ll be sticking to Invisalign now. Better safe than sorry. DO NOT trust this “company” with your money!!!!.Version: 1.10.3
✓ Where to startThe app is so slow and so laggy i couldn’t complete the smile check in’s. Customer service is AWFUL my aligners never fit right but could never contact anyone about it. For the price i wouldn’t recommend but i mean they do move your teeth so i guess its okay?.Version: 2.1.2
✓ It is impossible to unsubscribe from the bombardment of follow up emailsDon’t open this app . You will be bombarded by emails from different addresses that you can’t unsubscribe from ..Version: 2.1.3
✓ Starting positionI downloaded the app and it does not let you sign up and it only lets you sign in.Version: 2.0.9
✓ Impossible to complete the scanThe positions I had to get into to get the photos were near impossible, certainly not an easy 2 minute thing… didn’t even get it completed before giving up and deleting the app!.Version: 2.0.9
✓ Slow, Unresponsive, and UnhelpfulThe app opens incredibly slow, often pausing as if it has frozen. Once inside the app, selecting any option or menu button takes another long loading time, but this time with no indication that what you selected was registered. The progress tab is not up to date, and often have to call into their support center for details. I just have no idea what the point of this app, other than to review billing details. FYI, no other app on my device experiences any load issues, so it is not a device issue, rather a software issue..Version: 2.1.2
✓ Worst customer serviceSmile direct has some of the worst customer service I've ever experienced. They are not reliable in communication, are very sloppy with their process, and it's difficult trying to get ahold of anyone that actually helps. I ordered a touch up kit that took a month and a half to be completed when I initially was told 2-3 weeks. My order was never placed the first time, they took payment but never placed the order for my aligners to go into production. Once I noticed I never received confirmation of my order I called and they told me the order was never placed. Then when the order was completed a month and a half later, I checked online to make sure all of my shipping information was correct and it was. However, they sent it to the wrong address. When I contacted them about it, there was nothing they could do except put in another order into production and wait for another kit. I was told this would be expedited and would receive it in 2 weeks. Yet, they are still not complete and I have contacted customer support several times for lead time and all I get is that they aren't completed yet with no estimated time of completion. I would have definitely gone with Invisalign if I knew the headache it would be to deal with Smile Direct. Hope this is helpful!.Version: 2.0.11
✓ SlowThe app is slow and I mean really slow.Version: 2.1.7
✓ Doesn’t Work for MeI started my aligners a week ago. About 3-4 days prior to them arriving I was curious if an app existed and I found this one and downloaded it with no problems. I attempted to check in my aligners but would get a message stating that I’d have to call or chat. I still receive this message. So after multiple chats and phone calls reporting the issue and now on week two, the app still reflects me not having checked in. To add insult to injury there was a ‘case’ to fix the issue which has gone nowhere and apparently was closed because I received an email. It does reflect via the website I’ve checked in but after spending $2000 at least the app should work..Version: 1.3.0
✓ Horrible App - Horrible Customer ServiceI have been with SmileDirectClub for 2 months now and all of a sudden one day I open the app only to see that it’s telling me congratulations on finishing my treatment. I still have 4 months left and and my progress on the app is gone so I chatted representatives and none of them were at all helpful in figuring out why the app is showing this discrepancy. I have emailed them and have gotten no response. I called them and 1 of the representatives told me to check back in 3 days and it should reflect my treatment and progress which it doesn’t. I continue to get the run around from them because they have no idea why the app is showing this and cant figure it out so they just keep telling me check back in a few days, sign out and sign back in, uninstall and reinstall the app, call back in a few days, etc. Out the of 20 people I have talked to and chatted not 1 has come up with a reason why this happened or a solution!.Version: 1.9.1
✓ Poor qualityI found the quality of my aligners very poor. I have to touch up each of them to reduce the damage they are doing to my mouth. Some of them even had cracks. It was very painful when my lips or tongue got stuck there. Support is poor as well. I have to wait for weeks to get a reply from the person assigned to my case. And looks like this person is blindly using a script not helping me at all and not answering my questions. PS. Be aware that for retainers you will have to pay for the rest of the life..Version: 2.0.12
✓ If you can afford it Go elsewhereI started my journey over 2 years ago. And my teeth are still not perfectly straight. I felt tempted to think, well they are better, but I paid for straight not almost straight. They do send you more aligners but I have no idea when I will have ‘finally’ have the straight teeth I hoped for. Holidays passed, my birthday passed, my graduation passed. All dates I hoped I would have a nice smile for. Everyone time I get my new aligners I think ok this time, and nope. You see improvement but I cannot guarantee if your teeth are even how they should be in any time frame given. 3 stars because at least they are better and they do except responsibility and send you new aligners..Version: 2.0.11
✓ App takes forever to loadAnd currently isn’t loading at all! I need to change my tracking info. The chatbot is dreadful too, so limited..Version: 2.1.3
✓ No longer able to use the APPForced to update otherwise no longer able to use the APP, so I tried again and again the update was failed. What am I supposed to do?.Version: 2.0.10
✓ Convenient but with few bugsIt is convenient to view the app to know when to change the aligners. However, it’s a pain when you need to log into the app frequently. Also, the aligner reminders are not working all the time. The UI is nice, hope they fix these bugs soon!.Version: 2.0.8
✓ Ouch!I have recently just started my aligners, and there are some things I did not expect. When you get the initial set of aligners, they give you a care package with everything you need and they give you a nail file to file down edges that they said “might hurt your gums”. That is an understatement. The aligners were so sharp in certain areas that no amount of filing helped make it less sharp. It was so sharp on the side that it cut my tongue to where it was bleeding so much I was spitting blood. It was extremely painful because the filing was not working. I had to wear the aligners but I couldn't even talk without it cutting my mouth. I ended up having to get dental wax and put it on the outside of the sharp part. But it should not be so sharp on the inside to where it’s cutting open my mouth as the file does not help..Version: 1.8.5
✓ Terrible app - can’t sign in, password reset never arrivesThey need to go back to the drawing board with this one. Hangs, freezes, can’t sign back in, password reset never arrives…terrible.Version: 2.0.7
✓ Slow AppThe App is Slow … it takes forever to load otherwise it’s nice but wearing it for 22 hours a day is so unrealistic … because it isn’t braces and you can’t eat or drink with them . But I try my best and I see some progress and to be honest the pricing isn’t all that good as you all compare to Invisalign slightly cheaper not by much . I think you should all evolve this world has become money hungry and very greedy I pray that this society continues to prosper it’s not bad I see the effort and excellent idea but it could improve.Version: 2.1.1
✓ Terrible scanningKeeps saying open wider, show more teeth. I literally cannot open wider or show anymore teeth, my mouth is only as big as it is..Version: 2.0.8
✓ Unable to sign inWhen entering email and password it takes me back to the start and asks me to sign in..Version: 1.10.2
✓ Address changeApart from the app never working and always crashing or freezing at the sign in I thought everything else was okay BUT then I try to change my address as I am moving to A WHOLE NEW STATE! And am forced to speak to a smile expert who has informed me that my address can only be changed “once in a life”time and then no longer be able to change it again even if I move states again. What’s up with this? Are people supposed to be bound to the same address forever If they want to fix their smile?!.Version: 2.1.0
✓ 1 starI was told I would get my retainers as a 1 time thing which is what I wanted by multiple employees I spoke to and that it wouldn’t cost me anymore than I already paid which was for the impression kit and that the retainers would come all together once I posted my kit back which I did then just to find out today by another employee that I have to pay nearly £2000 after being lied to by 2 other employees, they’re website lacks information and dosent tell you anything about how much to pay and dosent inform you of anything you have to do, personally I would like a refund for what I’ve already paid for because I’m not receiving anything 😡.Version: 1.9.1
✓ Not working anymoreThis was a great app when I first started with my aligners - It would remind me when I was to change my aligners. But I stopped getting reminders and now when I open it there is no progress showing which aligner I am on, instead it shows me that I can download the app to keep track… ummm I am on the app! I uninstalled it and reinstalled it and still it is isn’t showing my progress. I ended up chatting with a customer service rep and she got on my account and updated what aligner I am on and the date started - she also suggested I uninstall the app and reinstall which I did again and still suggests I get the app. She also stated I can just get on the computer and pull up my account that way. Kind of defeats the purpose of an app - oh well.Version: 1.8.2
✓ MisleadingI completed the photo comparison, and could not get an answer on why my before/after included a change in the actual dimensions of my teeth. I’ve been blocked from contacting for a response to this question..Version: 2.0.11
✓ Scan Didn’t Scan ProperlyThe scan was the easiest thing in the world even though everyone says otherwise. but when i scanned my one tooth (that is very out of place) didn’t come up out of place on the 3d scan so i was very hesitant to buy the product..Version: 2.0.14
✓ Buggy appThe app freezes, and is slow (minutes) to perform basic functions such as switching between menu items..Version: 2.1.6
✓ PLEASE READThis company is basically a money theft. Please I beg you if you are reading this, spend a extra grand or two just get the INVISALIGN instead. I started my plan for like two months in, then I had a consultation with my ortho and they suggested me to stop the plan because it will ruin my teeth. I issued a refund and the case dragged for months. Never got my money back, instead they keep charging me on my card for the extra two months. When I tried to re-address the refund to them on the live chat or tried to call them, they ended my chat immediately. PLEASE PLEASE don’t trust these companies like SDC, CANDID,etc… go for Invisalign, better for the long run..Version: 1.10.0
✓ Would not recommend 🤬😡My fuffn lip are sore it kept telling me to pull down my lips with 2 of my fingers download the app if you what ur lips to hurt😡🤬.Version: 2.0.9
✓ Don’t do it, they just want your money.I am currently a client of Smile Direct. I completed my set of about 28 clear aligners around December. At the start of my journey, I was sent a preview of how my smile was going to progress with the aligners and the results, I was displeased with it and contacted Smile Direct via email on how I didn’t want an overbite and my gaps won’t be completely closed on the sides after a 1.6k treatment. I didn’t get a response from Smile Direct (even received an automated email on how I would get a call back but didn’t after multiple emails), so I begun wearing the aligners hoping for the best on the 21th of June 2022. Around the conclusive weeks of my treatment I noticed there was a sticker about ordering more aligners to keep my treatment result - I was very confused as Smile Direct never mentioned that to me or my parents when we went to the Manchester Branch to start the process 2:30pm on the 30th of May 2022. Also just as I feared I was unhappy with my smile as it gave me an overbite and didn’t close the gaps on the sides. My parents were already struggling to pay the £70 monthly subscription and I was unhappy with the results so I didn’t inform my parents about these night aligners or my dissatisfaction with the treatment because they would’ve been very hysteric and dealt with the Smile Direct Manchester branch indecently. So not only was I unhappy with my smile after paying £70 monthly till today, I also have to get night aligners to keep this awful smile?? Since December when my treatment ended I’ve been wearing my last few sets, as I lose them and they break. Even to the point I have to wear the broken ones leaving my gums extremely sore and painful. I’ve made numerous attempts to contact Smile Direct and have been ignored. This is not the service I expected! Then when I contacted them they offered touch ups for 250😂!!! No there will not be any additional cost because my intention was to get a compensation for the original aligners and if I couldn’t get it, take it to civil court. Kindly reconsider. You cannot give me bad service, bad alligners and expect me to gladly pay your 1.6k and expect me to pay 200 for you to do your responsibility. And a time fee?? How silly are youse.Version: 2.1.0
✓ Terrible image capture UXFeeling very nauseous and lips are sore from pulling them trying to get the starting images. A progress indicator for how many angles left would be nice. Look into the UX principle of goal-gradient effect..Version: 2.0.9
✓ App doesn’t work!!App doesn’t load, doesn’t work, I can see it was already reported. Please fix asap. Thank you.Version: 2.1.3
✓ Scan isn’t accurateIt’s not accurate - regarding before and after. I’ve done the scan a few times and my before does look different to my real teeth - so I assume the after is also not a genuine reflection. I have an underbite that the scan doesn’t pick up..Version: 2.0.10
✓ App reviewSlow, laggy & often unresponsive app. This, and the lack of communication after returning my impressions a week ago, makes me doubt the credibility of this company..Version: 2.1.2
✓ Doesn’t send alerts.At first the app would just make me log in every time I opened it. I thought it was annoying but still brushed it off. Besides this slight bug it still sent notifications for when I should switch. I’m currently on set nine and the past two sets it hasn’t alerted me. Having previously relied on the alert I ended up wearing these sets weeks longer than I needed to. I’m tired of constantly having to “get back on track”. Please fix this 😕.Version: 1.8.2
✓ App won’t loadThe app won’t load, when you click on it you just get to a loading page and never actually get onto the app.Version: 2.1.0
✓ Absolutely impossible to use. Do not recommend.I bought this app to help my crooked teeth, but I just ended up hurting my cheeks a lot and doing nothing. Thanks a lot..Version: 2.0.5
✓ Totally frustratingThis is by far the worst medical app I’ve ever used when it comes to customer service. The chat option in particular is totally useless. It only responds to the questions they list, none of which addressed the issues that I had. Often the response is nonsensical. Clearly it is unable to understand questions that are typed. I am not saying this lightly. I have used it four times over a period of three months, each time with the same experience. I even stayed on for half an hour trying to rephrase my concerns. On the plus side it is the most polite and cheerful virtual assistant that I have used..Version: 2.0.4
✓ Don’t waste your timeThis is the first time writing a review. I’ve just taken my braces off 2 months ago. I saw this ad pop up tonight and thought I’ll see what happens if I take the test for a laugh. The results were not accurate, the before shots of my teeth were slightly tilted, they are 100% not tilted in the slightest, and for a four month plan they were going to charged me $2965-$3299. So you guys play on people’s insecurities and alter their teeth and charge them a ridiculous price. I wouldn’t go down this road unless it was a human professional looking at your teeth instead of relying photos to get a retainer..Version: 2.1.3
✓ The app needs work**this is not a review of SDC just of the app** To be completely honest the app doesn’t load very well, however it does it’s job of helping keep progress. The loading issue may also be my phone because since I had bought it it has trouble connecting to Wi-Fi or data so test that yourself. But I feel like there could be more to it at least to an extent. And also I’ve noticed if you try to open a link from them (especially if it’s reimbursement or a gift card) for some reason the app automatically takes over if you try to open on your phone (unless you don’t have the app lol). But definitely if you feel it would be helpful in keeping up with your schedule than it’s not horrible.Version: 2.1.1
✓ Inaccurate Progress Shown; Unhelpful SupportI went through a four month process to properly align my teeth. After my four month prescription was completed, my teeth had not aligned as expected so I requested a touchup which I’m currently in the touchup process. This application is not showing my current touchup progress. It constantly shows “Hooray, it’s time to check in your first aligner.” I’ve checked it in already but that message still shows. I’ve contacted support several times and each time they will say they do see that I’ve checked in my aligners on the correct date but I do not see that on my end. Additionally, several times I have been told that my issue will be escalated and someone will contact me which no one has and I’ve also been told to uninstall/reinstall the app which I’ve done to no avail. Support has also told me they fixed the issue and it will be updated in 24 hours and that was not true either. I’ve given up hope on the faulty application issue but right now just venting with frustration!.Version: 2.0.14
✓ A waste of timeThis app must have reminded me twice in the whole of my plan to change out my aligners. I just waited for the text alerts to come through instead. When you come to the last three sets, the app doesn’t even know they exist, so you’re completely on your own. The guides are included in the box and there’s no helpful information on your account here, so this app is utterly useless. Save your storage space for a few extra photos in your phone instead..Version: 1.8.3
✓ App malfunctionI literally received my aligners today and I’m happy with the packaging to the time it took to receive them. I’m aware I have to sign up on the app and register/ track my aligners but the app is not loading. I tried to refresh the app multiple times and use it w/ wifi and w/ my Lte and nothing seems to work. The only categories I can view/use is the support and profile. I hope this is just bad reception on my part but if it’s the app. I hope it’s fixed soon..Version: 1.10.3
✓ The gap.I don’t think you can fix the problem with my teeth as I only have 13 teeth left..Version: 2.0.8
✓ Keeps crashing, otherwise goodIt used to be much better, the layout is good and everything you need for your treatment is available in a few taps of a finger. However, for the past few weeks it’s been next to impossible to use the app as it takes a very long time to load and often crashes completely, hence the low star rating. Please fix!.Version: 2.1.3
✓ Logging in every timeApp is good but what is annoying is the fact that you have to enter your email address and password every time when you log in, it doesn’t auto save or remember you where as the normal website does which is why I’m sticking with that.Version: 1.8.2
✓ HorribleI tried this app and it was horrible don’t even try the software is so horrible that I didn’t even make it past the first step.Version: 2.0.5
✓ . .I've been opening my mouth for 15 minutes and still not working and now my mouth hurts and I'm deleting this and aslo it keeps telling me to open wider even though I went as wide as I could go.Version: 2.0.7
✓ Doesn’t offer muchThis app is kind of useless. I have notifications turned on (and have double checked this). Two rounds of aligners have passed and I’ve gotten zero notifications to switch them. Under the progress section, you can see which aligner you’re on, how many days till you switch again, and how many days you have left in treatment. It doesn’t offer much else besides articles on how to best use the aligners..Version: 1.8.5
✓ Review for App only/ Not results or customer serviceI just ordered my impression kit, from my laptop, and saw that there is an app to download. I went to download the app on my phone and log into the account I just created, but no matter how many privacy settings I disable on my browser settings, it keeps saying that I need to disable my cookies in order to login. I have enabled cookies, Cross site tracking, pop-up ads, literally everything that I could enable, and it still is not working.I’m not sure why this needs to log me into a browser and what information it’s trying to connect to, but clearly it’s an extra step that needs simplification..Version: 1.10.4
✓ Can’t manage to get the app workingI’ve spent about 10 mins trying to log in on both their website and mobile app with no success. No wonder why your stock is down 96% since IPO..Version: 2.0.0
✓ Ridiculously SlowThe app is painfully slow. I have to close it at least 3 times before it will even begin to work. App is needed for the aligners so you have to continue using it. Please update this!!!.Version: 2.1.3
🙂 SmileDirectClub Positive Reviews
SmileDirectClub works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact SmileDirectClub.
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