Smilelove

Horrible communication. You will play a lot of phone tag and will be speaking with random "reps" from all over, and when they are in different countries, I spoke with one from Canada, they will toss you around and then tell you they can't help because they are not from America. Horrible customer service, lack of communication, lack of responsiveness even when you schedule times to call and speak. Avoid them, spend the extra money go to an orthodontist or to smile direct.

I ordered their product in September at first they were SO nice and helpful, very easy to get into contact with. Before my aligners were made and shipped out I contacted their customer support to update my new address, they sent proof of update. A few weeks later they shipped out my $1,500 of aligners to my OLD address. Now I have informed them of the issue they will not answer my calls or emails to correct the issue they created. I have left a message and email to customer service for over a month now, daily. They personally told me because they are a new business they are not able to handle the volume of orders they have received. So save yourself go to a company that can actually do their job instead of smilelove who takes your $1,500 payment and never send you the product.

I attempted to order a new pair of retainers after my treatment, and they waited 25 days to contact me. When they finally got around to it, they tried to send me a kit to make new molds, instead of using data from my treatment. Their website specifically states that they keep customer data on file so that new retainers can be reordered with ease. Be warned that this company is deceitful and does not communicate well with it's customers.

I spent $1500 on this service and when it came time to make the molds of my teeth so that the company could make my braces, I couldn't get anyone to respond to the photos of the molds I sent to them via text or contact anyone via the chat feature on their website. I sent the photo 45 minutes ago and still waiting for any kind of feedback. Yet another company too cheap to pay its employees enough to retain existing employees or recruit new ones. I'd pay more to get decent service. Sadly that seems to be something of the past. This company doesn't respect its customers.

This company doesn't have a phone number to call people. They don't respond to emails or texts on the number listed in their paperwork they send once you have purchased the aligner package ($1600-$1800)
They have dozens of complaints on BBB with not one complaint being responded to by the company. I would highly advise that you DO NOT PURCHASE anything from Smilelove.

I completed my treatment and ordered a retainer for $99. I waited several months to receive the retainer and... it didn't even fit my teeth! It barely fit my mouth! SO, I have been emailing, calling, and using their customer service website to get a refund and no response. I have filed a case with the BBB. I'm not sure what our options are besides pray the Better Business Buteau will resolve some of these cases and get us our money back.

I ordered my aligners and have worn them as instructed for a year. During the treatment, my bite changed because of their aligners. Which is normal with retainers, but once the treatment finishes, you expect to have a normal bite so that you can eat food properly. NOPE not with Smilelove! My treatment is finished and I can't close my mouth properly, I can not chew my food fully! I emailed multiple times, they say that they will not issue a refund and that bites can change with their aligners. I did not read anywhere that it mentioned that my bite will change enough that I can't chew food fully! BEWARE! Now I have to spend extra money to fix the problems they created! Go to a real dentists office instead and save yourself money, time, and pain.

I have been paying for my treatment since 9/19 and I have still of received aligners. I have called, emailed, social media messaged, contacted the BBB and Affirm and still no response! Don't believe me? Check social media! They posted that they were finically in trouble months before COViD but do not have a solution to fulfill orders or issue refunds. Pay more to a LEGIT company! I will be out $1300, along with hundreds (maybe thousands) of other consumers.

I first ordered/paid in April. It is now August and I still haven't received my aligners. They first promised them in 3 weeks after my preview was approved. 2 months later, nothing. I wish I would have known this before. I would have gladly paid a little more with another company that keeps their promised timeline. I've asked for an update weekly and continue to get excuses.
I'm not one to write a bad review normally but this is something I wish I knew when choosing which aligner company to go with.

I financed the kit in March 2020 with a $250 down payment. My contract said I am able to return the UNopened kit within 30 days for a full return. I returned the kit within a week of receiving it. However, they have no returned my money and the financing company is calling me for payment. Which means this is going on my credit. I have called many times with no answer. I have sent many many emails. I have also sent in a compliant to BBB. It is now mid-July 2020 and I have yet to receive a response. Do NOT use this company. There are several other companies out there that will actually honor their contract and not ruin your credit.

I never received my impressions kit. I emailed them for a second- no response.
I have been trying to get a refund for OVER A MONTH- I have email and called daily with no response. Everytime you call their number it goes to voicemail- nobody has ever called me back and I have never gotten a person on the line. The closest I have gotten was a rep emailing me asking when he can call me that day. I automatically replied whenever is convenient for him- NEVER got a phone call or another email back. This was two weeks ago. DO NOT go through this company.

I would rate them zero stars if I could. We had to go through almost a year of video assisted impressions getting denied Over and over again and finally getting them approved and the results of the treatment plan were awful! They weren't even close to being straight! I was guaranteed a refund and I have text and emails saying the were going to process the refund and they never did! This is prior to covid-19! They aren't answering any emails, text or calls. I am now going to have to take them to court. I have filled a complaint with the Better business bureau and Consumer affairs. Do yourself a favor and DO NOT use this company!

I purchased the aligners. The company was having trouble and said there were delays. After a month and half I requested a refund. I was told to call for a refund in writing via email. Canceled my order but still have not received my refund. They are now saying I couldn't cancel which contradicts their email. Also the guarantee customer satisfaction but if they can't even honor this they will never honor a dissatisfied customer.

OMG! Where to begin. Took literally 18 impressions as their impression putty is horrible. Had to go to their office in Utah to get an impression. I told them to firm up their putty. Never took my advice.

Took months to get. I advanced my changing of trays because i was seeing such vast improvement. But I was wrong to do that bc one of my aligners cracked. That became a whole other 5 month process with bad impressions bc of their improper putty.

Finally have my realingers which moved my bottom teeth out of alignment when they were already aligned and now are misaligning my top teeth. I am furious! I have spoken to their customer service no fewer than 60 times and have been dealing with them since last year. I honestly cant believe they are still in business as I see I am not the only one that had impression issues and ridiculously lax customer service.

Would not recommend them.

Steer clear of this company! They have scammed hundreds of people out of money with no hope of getting their aligners. Join the smile love Facebook group and you will see through the 5 star reviews. The small percentage of people that did receive their aligners are left with gaps and odd bites. I rejected my preview, and it clearly states on their website you will get a full refund if you reject your preview of what your teeth will look like after treatment. I have confirmation of rejection with an employee through email, yet I've still yet to see my money back. This was before covid. Stay awaayy

Took 3 months to finally get my aligners. When I finally received them the top trays didn't fit, not even close, it was extremely painful and I couldn't wear them (though I tried for a whole week and resorted to a liquid diet)! I contacted the company multiple times with no response. Contacted the BBB which smile love also didn't respond to. After multiple attempts to communicate they finally texted me saying there was nothing wrong with my aligners and they wouldn't replace or refund them. They do NOT stand behind their product. They DO NOT guarantee satisfaction. It's bad business. It's not quick, not easy, not comfortable. I basically just threw $1500 in the trash.