SmileLove

I ordered invisible aligners from this company. They charged me $1450 when I was supposed to only be charged $250 plus $60 for that month. They took the full $1450, and will not respond to my message, emails, or phone calls. They do answer their phones, and will not refund me my money. At this point they have robbed me of $1450 and will not resolve the issue or respond to any attempts to get this issue resolved.

I was given a product that was defective and I can not reach the company by the phone numbers providers and they will not refund my money. They say they will keep part of my deposit which they are not entitled to as they did not keep their end of the agreement and I have no service to show for the money which they will not return. The company does not answer their phones and do not allow you to leave a message.

I went through all the beginning steps in the aligners process and purchased the aligners on a payment plan. My treatment preview was sent to me via email and I asked that my account be put on hold so I could review my treatment and talk with my doctor. I received notification that my account would be put on hold and the aligners would not go to production. However, my account is still being charged. After deliberation, I decided I wasn't satisfied going forward and requested for the full refund that Smilelove advertises they give if you are not satisfied with your treatment preview. The representative (Mitch) responded by offering me a discount on the aligners, which I declined and still requested for my refund. Since then I have not heard back from the company and would like my refund processed and account cancelled.

I completed an order from this company for clear teeth aligners on 11/20/2019. This order of $1495 was paid in full online with a credit card. One week later I received a kit to create impression mold for the product. Three weeks later I mailed back my completed kit and received confirmation that they were done correctly. On December 18th I received an email that my preview was available. That same day I e-mailed customer service with questions about my treatment plan. On December 19th I called customer service and spoke to Kiera, who told me that she would place my production on hold "and have someone call you back after speaking to the lab." I never received a callback. On January 10th, I spoke to another customer service rep who and confirmed that I did not want to move forward with the previewed treatment plan and would like a refund as described in their refund policy. I was told by this rep, that she was unable to initiate refunds and that I would have to wait for a phone call from team member Duke, or Lauren "within a couple of days" to have the refund processed. It is now March 2nd, 2020, and I have not received a call. I have tried to call this company, at least ten times in the last two months, with no response. I never received any additional products from this company. I always receive the recorded message: "no customer representative is available to assist with my call and to leave a message" when calls are made. I have left multiple voicemails, sent several e-mails, and reached out on the Facebook messenger. No one from this company has gotten back to me in almost two months to address this issue.

Like many other complaints. I started my process in October. I have been returning the impressions and have been unable to get a good impression even with practicing and sending texts to their support team. But as of January I cannot get someone to schedule a call or when I had a video call scheduled, no one showed up. It has been 4 months and I haven't even gotten my preview yet. I also can't get anyone to talk to me, I leave emails and Voicemails and no one calls me back. I have been working on this for 4 months and don't have anything to show for it. Customer Service is non-existent.

I ordered clear aligners from Smilelove. A few hours after ordering them, I decide the product is not for me and attempt to cancel my order. I try contacting Smilelove via email and telephone, I was not able to get in touch with anyone. The next day, someone calls me asking if I had any questions. I tell the customer service representative I have been trying to cancel my order. She said she is not able to do that and there is currently no one in the office who can. She gave me an email to send a cancelation request to. Three days later, someone emailed me back asking why I want to cancel. I replied I am no longer interested in the product. I never received a response. Over the next 7 days I tried calling multiple times a day and was not able to get in touch with anyone. Finally after 10 days I got ahold of someone on the phone and requested to cancel my order. He said he cannot cancel my order but someone will be in touch with me in the next 24 hours. 24 hours passed and no one reached out to me. I then emailed the company requesting my order to be canceled and that I will be filing a complaint with the Revdex.com if they do not. A Smilelove representative emailed me back apologizing for the delay and offered me a discount. I replied that I do not want a discount, I wanted my order canceled. 4 days later I have not received a response.

I registered for SmileLove's teeth straightening aligners based on the online advertisement and new year's special and was charged the full amount of $1345 on my FSA account. I reviewed the warranty which stated customer satisfaction was a number one priority and a refund would be offered if the customer was not satisfied. It has been very difficult to speak to a human being since I signed up on Jan. 23rd. In fact I have been unsuccessful in ever reaching one over the phone. When I call their customer support line I receive the message that no support rep is available with no option to leave a message. The only contact I have had is via text or email. However, when I request to speak to someone or ask for a refund I receive no response. I tried to complete the first set of molds based on directions sent but they replied that the molds were not acceptable and to try again. I do not have time to do business this way and request a refund promptly. If I choose to move forward with teeth straightening I will use a local business with a prompt customer support availability.

Clear communication and trays have been quality. I’m on Tray 18 of 20 and the results have been astounding. Glad I went with SL.

My experience with this company turned out to be a nightmare. I was chatting with one of their agent while I was taking impressions, she asked me to put more pressure for my third try, I did so the mold didn't stay only on my teeth but reached my inferior jaw, got harden and stuck. I couldn't remove it, so I end up having a tray with a hard mold in my month that pushing back my tongue and closing up my windpipe which made it impossible to swallow my saliva. I had to go to ER in order to remove it and that cost me more than $2500!!
I emailed them my ER bill and picture of the tray that got stuck, the incident happened 12/03/2019 and since then I’m trying to get a refund, they asked me to pay $75 for the kit or to try their new reusable kit which was a failure too.
I was promised a refund one month ago, not just I never received it but they keep taking money from my account, I contacted them many times they are ignoring my emails and they are unreachable by phone...

I paid $1300 in August and have yet to receive my first retainer. I have called almost 50 times and no one answers. The company is a scam. Please don’t waste your money.

My problem is very similar to many others who've filed complaints against Smilelove. Unfortunately, I didn't see their reviews until after I started having issues myself.
I did quite a bit of research before hand to try to make sure this company wasn't a scam, and when I finally went to sign up, the customer service was great. They reply to your emails very quickly. They have people call you back to answer all your questions about the aligners and the process, etc. They promise that their customer service is the best, (which was a big concern of mine going into something like this). And judging from my initial experience with them, I thought it would be great. They were prompt, helpful and easy to work with.
Well, I paid up, got my impression kit, sent it back, and boom... Silence. It was next to impossible to get them to answer any emails, and even worse trying to get hold of someone on the phone. After about 6 weeks (which they say is they time by which you'll have all your aligners from the lab), they finally reply to an email apologizing and saying that my impressions had gotten lost on the way to the lab, and they had only just now found them.. But not to worry, they were going to expedite my order so that I'd still receive it in a timely fashion. A few weeks later, I FINALLY get a link to the "treatment preview" which is a 3d preview of what your teeth will look like at the end. If you like this preview, you can accept it and go forward with the process. If you decline, they can work to modify it, or you can receive a refund. I had questions about it, so I tried hard to get hold of someone to answer my questions. I finally did after a few weeks. But when I went back to the preview (that they sent me another link to), I could neither accept nor decline. I have tried over and over to contact the company to no avail. It has been months. Their customer service is absolutely the worst. I'm frustrated that I seemingly lost $1,500 and have nothing to show for it. No one to answer questions, and no way to get a refund. This company might provide aligners, but they're a scam in the sense that they're extremely dishonest about the duration it will take to receive your aligners, and the quality of customer service they'll provide along the way. I wish I had just paid more and gone with a different company who has enough staff to uphold their promises. Now I'm worried about the aligners themselves, the quality of the product.. And most importantly, if something went wrong with the process and my teeth were ruined for some reason, it seems pretty clear to me that they'd most definitely leave you hanging.

Smilelove advertises that if at any time a customer is unsatisfied, they can receive a full refund. The waiver they are asking me to sign to proceed with treatment is not acceptable -- I am unwilling to assume the previously undisclosed risks to my previous dental work, and so I am unwilling to proceed with treatment. I have asked several times for a refund, and all communication from them has now stopped.

I have been trying to get in touch with SmileLove. I did the set and I am still not satisfied. I cannot get ahold of anyone and emails are unreturned. I still wear the retainer, but I was having trouble making the impressions. I was one of their first customers when they started and spent a lot of money with them. The kits kept getting rejected, so I was told I could go to my dentist and have impressions made. I paid $80 to have them made and they were rejected. They also state they never found my request for refinements made.

I am seeking a 79 dollar refund for the kit I purchased from Smilelove. I took the pictures and sent them in. THe impressions were made as instructed and caused the gums to bleed and there was a considerable amount of pain and soreness. I told the company I did not want to continue the process. They said I had to repeat the process. I told them I could not due to the pain that was suffered the first time around and I did not want to risk infection. They never answered my request after numerous emails and phone calls.I am seeking the Revdex.com to help me get my 79 dollar refund back. It says in the Smilelove brochure that if after sending in the impressions, the customer does not want to continue, they will give refund the 79 dollars.

I have been dealing with this company for a year now. I ordered the service and they took my money immediately and never provided the service. They keep making excuses as to why they cannot provide the product. It is due to being behind. I have been told they can still provide but never have. They have told me several times they would refund my account but never did it. I have correspondence through email but never, ever get a call back when I call and leave a message. Nobody ever picks up the call when I call them. I have been calling every other week since October. And emailing as well. I just want my money back and the interest I have been paying for a year.

I purchased a orthodontic treatment program last year and paid the full amount up front. I have tried on multiple occasions done molds for them. even several video chats with a representative and the molds are not good enough to create my braces. fast forward to 6+ months later they are requesting another try only this time they mailed back my kit that was damaged in the mail and lost one of my molds. Since then about a month ago I have been unable to get any more molds or even a email,text or phone call with a satisfactory answer as to what is going on. I even scheduled a video chat and they never answered it and that took three weeks. I did finally get in touch with Annika on Friday Feb 21st and she assured me along with a email that I have that she would speak with her manager and let me know around 230-300 pm mountain time the following day about when they would issue a refund. never heard from her and haven't been able to reach anybody since. I have paid for a dental program that they have not provided.

In Aug 2019 I engaged Smile Love for retaining there service for their teeth straightening services. After I was signed up I received my impression kit. This was completed and sent back in. After not hearing anything for around a month I believe I contacted inquiring as to the status of order. I was told they never received anything. After probing harder it was determined they did in fact receive it but it was "misplaced". I was offered a $100 credit which I accepted . Upon receiving and returning my new kit I contacted them again in Feb 2020. I did not receive any reply. I emailed them daily. Approximately 1 week later I was finally contacted and was informed they were having internal issues and was offered a credit. I declined and stated I wanted to cancel and to receive a refund. Why would I trust their service after this many issues. After sending this email to this day I have not been able to get a response from anyone.

I purchased clear orthodontic aligners from Smilelove in March 2019. At the time of purchase, their policies stated that if my final result did not match the preview that they sent to me, I was entitled to refinement aligners free of charge. I began treatment in May 2019 and wore the aligners as directed for the duration of the length of treatment. I finished my treatment in January 2020 and my final result does not match the preview that Smilelove sent me. When I contacted them to request refinements, they stated that I would have to pay $200. I have been trying to get in contact with them to dispute this but they will not answer my communications. I have tried contacting them through chat on their website, by email, and on their Facebook page. I can provide screenshots of my previews, photos of my final result, and a chat interaction between Smilelove and another customer where Smilelove stated that refinements are free of charge if your final result does not match the preview.

I decided to choose smilelove over other aligner company due to good reviews and high praises. So, I decided to go forward with this company in hopes of fixing minor teeth problems. But as time went on, I noticed that they are slow at responding to emails and texts. I am getting frustrated because these monthly payments are being drafted but nothing was being said to me. I have texted, emailed and called for a update on my treatment plan but no response at all. At this point, I do not want the aligners and I want a full refund. I am very disappointed with how things are going about and I regret making this decision. Lesson learned.

I've been trying to contact this company for the past two months requesting an update on the product I purchased. When I first purchased this product, they were quick to send me the mold for my teeth and help determine the best molds to send back. They received my mold and sent me an email for a 3-4 week wait. I waited 4 weeks to hear nothing back. I was able to contact them through chat and finally got the preview for my aligners. I did not like that the aligners were going to cause a huge gap in my upper teeth so I requested modifications. Since then I haven't heard anything back. They no longer offer chat services on their website, they don't pick up phone calls or respond to emails. Per their policy, if I am unhappy with the preview then I am guaranteed a full refund. At this point, with such poor communication, I'd rather get my refund than deal with such a poorly run business.