After 3 sets of aligners and 2.5 years... my teeth are still not aligned. Have gap in front now~!

Here's my experience:

The impression kit showed up quickly, I think within two days. Off to a good start. Some context: I was getting aligners to fix my bottom teeth, which currently has one tooth that juts out in front of the others. To get a good impression from Smile Love, you have to get your gum line showing across the whole impression tray, which means you have to bite pretty deep on it, but the impression is also considered invalid if any teeth poke through to the plastic of the tray. I found I was unable to get a good impression that got my whole gum line, without my crooked tooth poking through to the tray. I tried probably 50 times with it across a few nights, once until the corners of my lips started bleeding from taking the tray in and out so many times. That night I decided to go with Smile Direct Club instead, since they have 3D scanning available locally to me in NYC. SL wasn't very helpful in my attempts to get impressions up until that point, but they did respond to my questions quickly.

Then I contacted SL asking for a refund, telling them the trays aren't going to work for me, and they aggressively tried to keep me in their program, asking if they can ship a new set of trays (I had already tried two different size sets). I had also already enrolled in SDC and felt done with the whole impression kit thing, so I stuck to saying I wanted a refund. That's when things got weird. Their responses got further and further apart, and I got one last message from them saying they want to connect me to phone support. I agreed, saying that's fine, whatever it takes to get my refund. Then I didn't hear from them for more than two weeks. I called multiple times, emailed, and tried talking to my customer service agent in chat. Phone went to voicemail, and no one responded in email or chat. I had paid them $1400 for the aligners already, knew they were a small company, and actually started wondering if they were never going to refund me, or, thinking more charitably, maybe they had gone out of business.

It was a lot of money so it was stressing me out quite a lot. And considering they usually responded within an hour before that, weeks of silence across multiple lines of communication seemed really weird to me. I became sure I was intentionally being ghosted by this company.

I finally got a call from customer service on the 16th day, and again, right off the bat the guy on the phone was really aggressive about trying to keep me in the program. I explained to him that I'm done with the company and that I'm not convinced their impression tray tech would work for my situation. He kept offering me deals to keep me in the company and I had to listen to the guy for like 10 minutes coming at me from all these angles before I told him look, I'm not staying with your company, all I want is a refund and that's it. He told me he can't refund me for the impression kit ($80) since I never sent it in. I told him I can't get a good impression with my teeth, and asked what would happen if I took the best impression I could, sent that in, would I then get a refund? He changed the topic saying their new impression kits (which apparently had just came out), are better, and he's sure I'd be able to get a good impression if I let him send me one.

Again this was trying to keep me as a customer, and I again repeated I'm not interested in remaining their customer, and asked what's the best refund he can give me. He said everything minus the $80. Dealing with their customer service in trying to get this refund was such a headache to that point that the thought of having to wait for a new kit, get an impression from it, send it in, wait for their analysis, then start trying to get a refund again was too much. I'd rather just lose $80 and be done with them.

So apparently I paid $80 and weeks worth of headaches for tech that was outdated by the time of the phone call, that we both were in agreement on would not work on me, and said no risk guarantee on their site. It doesn't make much sense to me, but I didn't get the impression the people I was talking to were in the business of making sense, and that all they were interested in was keeping me as a customer at any cost. They might be a fine company if their impression kits work for you, but they sure didn't for me, and I ended up with one of the most negative customer service experiences I've ever had.

After reading and watching several upon several reviews, I decided to order through Smile Love. I was hoping that from their reviews, I would receive the same experience that everyone else had: Great customer service, a wonderful product, and to deal with a company that stays true to their word.

Well, as far as, the company being readily available to answer my questions, Smile Love was there. Whenever you call, they answer. Unless it is outside of their business hours or they have a high call volume, then you will receive a message asking to leave a message. I did get this about 3 times. This is why I gave them 2 stars.

I never received any aligners because my business with them didn't get that far. But when I asked the company to honor the promotion they had listed on their website, they would not do this for me. At the time, there was a veteran's day sale where they took off about $500 from the original price. I was so excited!

Unfortunately, this was to lure you in. They have a company that they go through called Affirm. This company checks your credit to approve you for the first monthly payment plan option they have listed (Usually on their website stating, "Payments as low as $66," or so). Well, before I could click submit to have them check my credit, I quickly exited out because I didn't want this to impact my credit score any worse than what it is (It's at a 564-Experian)

Lo' and behold, Affirm sends me an email stating that I was not approved for the loan. They, in turn, gave me a break down of things on my credit as well as my credit score. How? Remember, I NEVER clicked submit? This should've been my first sign to not deal with Smile Love being that they are even affiliated with such a company like Affirm, but I was desperate (I know, shame on me!).

About 5 minutes later, I received an email stating that I can get approved directly through Smile Love, no interest, no down payment, no credit check. So, I proceeded to go with this option and again, there was almost $500 in interest that they would charge me in the contract for 20 months. This was their way of getting extra money from you due to them feeling like you need them now. Oh, and the really awful thing was I had to put down $250 to enroll. So... what happened to the NO MONEY DOWN?

Immediately, I called. I spoke with a representative who explained that because of choosing the monthly payment option with the fast track bundle, I would have to put something down. I explained to her what was stated on the website which was No Money Down, No credit Check, No Interest. She still was adamant and told me I still needed to pay the $250. She denied that I even received an email as such (They can see some of the emails that you receive).

After finishing the call with her I spoke with another person. I asked them if they could waive the interest for me. He stated that Smile Love could not do this because I was already getting a good deal. I explained to him, too, that the email I received stated that I could be approved directly with Smile Love to make easy monthly payments with no interest, no credit check and that they could be spread the payments over 12,18, or...(get this...) 24 months, not 20! He researched the emails I received and stated that he didn't see that email. So it was his word over mine. Again, against my better judgment, I paid the $250 (I know, shame on me twice!)

To make this awfully long story short, I ended up canceling and getting a refund. No impressions, no aligners, no spatial correction in my teeth. That's okay because I believe waiting until I can actually afford actual ceramic or metal braces, or maybe even Invisalign while working directly with a physical orthodontist would be in my best interest. You get what you pay for. If this company couldn't stand by their word with something as simple as honoring their own emails being sent, I don't believe this would be a good company to move forward with as far as something as serious as moving teeth. Sorry, not that desperate!

My recommendation to you reading this, stay clear of companies like this all together (Don't be desperate like I started off-Smile Direct is even worse, I've tried them, too). Or you can research and research some more, afterwards, use your own God-given discernment in making a sound decision. It's your mouth you'll be stuck with in the end, not theirs! They really could care less because they feel that their product is best, or at least that's what their pockets say!

Disclaimer: I have NOT been paid by ANY company that is to, for, or against Smile Love, and/or its affiliates to complete a review. I usually don't review, but I figured today what the heck!

Before using this company, I tried other companies who offer the exact same thing only a little more expensive. One gave me the run around saying they couldn't detect a gumline and would send me a new impression kit for $49, which I did for almost a year before trying another company. The other company was great, until I had to schedule a video chat with the orthodontist who was over my case. Every appointment I made, she canceled due to a scheduling conflict. Then I saw an ad for Smilelove. I did my research before wasting more time and money. Almost every review was positive, they were affordable, and I'd have my aligners in just 6 weeks according to their team and website. Great!

I started my process with this company on May 6,2019, buy purchasing the impression kit. Got the impression kit on May 8th after purchasing their Fast-Track Bundle. I did my impressions and sent them back the very next day. Received an email on the May 13th confirming they'd received it and would pass it along to their dentist team who would review them and my treatment plan would be emailed to me in 2 weeks.

2 weeks and a few days later (May 29th), nothing. So I send them an email asking to which they tell 'Our dentists JUST finished up your treatment plan! Here's your link. Review and approve to move forward with your process'. I reviewed and approved and got a confirmation of only a few weeks until I'd receive my aligners. Ok. Great.

When beginning, their website said the whole process (impression kit to receiving aligners) would be 6 weeks. Of course, some reviews said it took longer a week at the most. So June 18th (6 weeks), I just check and see where my process is to which they respond 'An influx in order has prolonged your process by only a couple weeks. Your aligners are still on track. We will update you regularly'. Ok.

A month later (July 17th), no updates, no aligners. Nothing. So I reach out AGAIN for an update. 'Your aligners are next to be finished and will be completed today.'

August 3rd, no update, no aligners. So I reach out AGAIN. I'm anxious at this point because I leave home for college soon and won't be home until Christmas and I want to start my aligners ASAP. 'Let me check with the dentist team and get back with you.' A few hours later 'Good news! Your aligners are finished. We will send out Monday and you should have them by Friday.' I received them August 9th.

You have to stay on this company or they will forget your a customer. You can't keep a conversation going because a different person gets your message every time. Their response is fast, but their customer service on updates and the truth is bad.