Smilelove

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.

Where do I begin? Lets start with November 25,2018 when I purchased this package. Got the impression kit, followed instructions, sent it in. Waited months for a response, when I followed up I was told you can't see the gum line. So they sent it to me again. I did it again. And like the first time no one calls you until you call them. Again they said it was no good. Were like 5 months in at this point because of how long it takes to get responses.

There next step was for me to go to a dentist and pay for it so they can do it professionally. I agreed and went. The dentist sent them the impression and the actual cast of the teeth. Again months go by I am assuming this time it must be good. Nope same thing, apparently cant see the gum line. When I can see them clear as day on the casts the doctor had made. At that point they wanted to sell me on the idea of going to laser clinic who can send them a actual digital image. I agreed foolishly. Stayed home from work on the day they booked it. The clinic called me to cancel and specifically said we DO NOT work for SMilelove customers. That was the final straw. I asked fora refund since there return policy online states you can get a refund right up until you receive your dental plan which I have yet to receive. Here we are almost August 2019, I still have no dental plan or my money back.

Still waiting on my aligners its been 4 wks and still nothing. If you are in the business of straightening teeth then anything longer then a 4wk delivery means the aligners may not fit ones teeth and there teeth can shift. If you go through a dentist invisalign takes maybe 3wks. Do your homework not sure this company is legit. Do internet search and see how many folks claim they are still waiting for aligners. I also google *MAP search corporate address and isn't 2160 East 4500 South. Suite 4. Holladay, UT *******. United States.
In discussion with Affirm loans about if this company is legit and will likely try for a refund on my loan. If you have received same type of service I urge you to post as it could help other scam victims

I should of checked the BBB before ordering.
It's been 4 months now since I placed my order. Since they couldn't provide me with satisfactory aligners I asked for a refund and was told I was entitled to one. Then no response to my emails. Again and again I email and no response. Then I realize they don't even have a phone number to call.
I've filed a complaint with the Better Business Bureau and am hoping for some resolution.
DON'T PAY IN FULL if you need a refund you'll be sorry.

I placed my order for the aligners on 7/23 and they sent out my impressions kit immediately. I received the kit in 2 days and the standard tray was way too big. Customer service sent me a smaller tray and I was able to get my top teeth done correctly, but messed up on the bottom. They then sent me another putty for my bottom. I finally completed both sets of impressions and mailed it back to them. I followed up after a week of not hearing back, and received an email on 8/22 saying my treatment plan was completed. I checked the before and after images and approved it right way.

This is when the waiting game begins. I made it a point to follow-up with customer service (via text) every week in a friendly manner to check on the status of my aligners. They were always super friendly and responsive. Come 10/1 and I finally received my aligners! They were well packages and although not as fancy as some of SmileLove's competitors, they had everything I needed. I'm on my second set of aligners now and everything is going smoothly so far! All in all, just be patient and follow-up with customer service once a week very nicely and they'll help you get your aligners as quickly as possible.

Support told me my case was more severe and that I was to contact them if I needed help and or to stop doing the treatment because of my more serve case. They still haven't helped me at all. We keep going in circles and they will not resolve my case, it has been a few months of emailing back and fort, I've even tried calling and getting help that way, I get put on hold legit forever and never gotten taken off hold, I legit no lie wait 2 and half and gave up, that was the third call by the way. Honestly this is my option on them, they suck. If your looking into getting something like aligners I recommenced going to an actual dentist and get help from them. Going directly to the dentist and having them right there in person to help you is so much better and way easier to get the best result if you are in need of help. Customer support is a $#*!ing joke with smilelove, they don't care once you get your aligners they really don't want to help after that. This is my experience and I'm sure not everyones is going to be this way, but just know this is what happen to me and very well might just happen to you as well. I would should show picture proof of order but I really can't without giving away my info and the order info.

I Started with this process in Dec 2019. At first they were super helpful and we got the down payment and payment plan all set up got the impression kit and sent it back. And then... NOTHING except for them taking the money out of my account I didnt approve the aligner plan and will not respond to any calls to any emails, to any FB messages. Nothing since February. I was able to speak to ONE person said they would process the refund in 5-7 days and then found out they have been taking the monthly payments for the last 4 months and continue to do so had to cancel my debit card because they said they can't stop the payments from posting but no one will answer and no one will refund money! Biggest SCAM OUT THERE DO NOT GET FOOLED BY THEM! THEY ARE NO GOOD

They advertise their easy to use impression kits that you can do at home... it took me five rounds of impression trays before one even got passed and this was with using their video chat services (young girls in their 20s who knew nothing more than what is written in the manual). The one time I asked for a new set they did not even send the practice putty so I was screwed over immediately jumping into the trays. The fourth time I ordered trays they sent me a different size tray without ever asking me if I thought this was a problem or telling me which again screwed me with only one top and one bottom tray. Since it is all virtual you are helped by whoever is available and having multiple customer service reps handling your case gets confusing and contradictory... I had one rep send me trays while another said my impressions passed. NO internal communication clearly. Their customer service varies so much. Needless to say I wasted three months doing molds after molds and could not get a full refund if I quit the process then... I finally got trays that passed impressions and got my treatment preview which shows my overbite being fixed which in their website says they do not fix (misleading and false preview) and the treatment time was double their "average" when I've already had braces. Do not recommend. Process is way longer and exhausting than they lead into.

I'm sure that these reviews are legit and the company is great during the process. However if you plan to cancel before your aligners they will dodge your calls, ignore your emails for weeks. It took me two weeks to get a hold of someone, and he did everything in his power to keep me even though it would not have worked out for me. I was waiting for another set of impressions, and so because of wanting to cancel instead of sending them in and canceling afterwards which would have taken at least a month, they're keeping $80 for the impression kit. For one, that's $80 for some putty, and if I would have done the second round of impressions and waited I doubt I'd get a hold of them right away. However I just said I would take the loss because it was so much effort to reach someone, and he sounded almost angry at me and pretty much hung up right away after that. I was considering when I moved back to this country to try this again but I will definitely be choosing another company now. Stay away unless you are certain your life circumstances aren't changing/you are 100% serious about buying because otherwise they'll take your money and ignore you unfortunately.

At first I was very enthusiastic about SmileLove and appreciated its kind customer support via chat. They were very cooperative and helpful. However, everything starts to change when money comes in. Unsurprisingly, businesses are very rarely being kind to their customers for purely altruistic reasons, their willingness to be helpful and supportive is often motivated by greed, unfortunately. In other words kindness is just a means to an end. I thought SmileLove was authentic but it turns out they are not.

It was a tiresome process to make my impressions and although I made use of their video chat and all the feedback they provided my impressions were still not passing after my 3rd attempt. The process ended up taking much longer than expected and I wasn't able to go further. As a result, I asked for my full refund as they promise before you begin anything with them, but they insisted that I had to do it over the phone. It took for ever to speak to the appropriate customer representative and when I finally asked for my refund she told me "no problem but we will have to charge you 79$ for the impression kit"! This is never explicitly mentioned on their website and the first thing they tell their customers is that if they are not satisfied before they order they aligners they will get a full refund. I was also struck by how unprofessional the person I spoke to on the phone was.

I was very disappointed by SmileLove and find their business practices to be unethical. It's quite tragic what businesses are willing to do (i. E. be dishonest, misleading, and unfair with their customers) in order to make money.