SmileLove

I decided to proceed with Smilelove Aligners. I received my first box of impressions in November of 2019 and sent in my pictures for review on November 3rd. On November 5th I was told I was ready for my final impressions and I could send them in for the molds of the aligners to be made. I was messages on November 11th that the aligners were being mailed to me. On November 15th I received another message indicating that my molds did not pass inspection and a new impression kit was being mailed to me at which time I told them I was dissatisfied and was thinking about canceling. After trying the impressions again, I was very skeptical of this company and on February 4, 2020 I emailed them
informing them that I was completely unhappy with the product, their customer service and their lack of response. It is not February 24th and after multiple attempts at contacting them, I’ve received zero response from their company, and after several attempts at calling, I get an automated message that their is no one available to answer my call and I should call back later and I get disconnected!! I have made 4 payments to this company and I have nothing! I want my money back!!

I have been going back and forth with Smile Love ever since I received my impression kit 09/2019. I chose them over Smile Direct which my daughter has ONLY because it was saving me a couple of hundreds of dollars. Upon ordering, the entire cost of the aligners/impression kit and so forth was charged to a loan company called "Affirm" where I was to pay back over time. To make a long story short, when I received the impression kit and followed the instructions to get impressions of my teeth and uploading the pictures, I was told time after time that I wasn't doing it right so I began to get frustrated and requested to cancel the kit in its entirety. I have been sending numerous emails and called their toll free number several times only to leave a voicemail in which to this day have not received a call back. My request to cancel and the correspondence that I eventually received back from them did not coincide with each other; they just totally overlook the purpose of my emails/calls. On February 4, I received an email from a “DUKE” @ Smile Love saying…….”Thanks for your message and feedback. I spoke with my supervisor here and was able to get your refund approved. The total amount being refunded to you will be everything you have paid to Affirm minus the $79 for the impression kit. Please note that your refund is approved on our side of things, but it could take 7-10 business days for the funds to be returned from Affirm to your banking account. Thank you for giving us a shot! To date (02/24/20) NO REFUND and my account with Affirm and since been charged off and sent to Collections. I have forwarded all correspondence to Affirm’s resolution Dept between myself and Smile Love (email receipts/text messages/ phone records) and they too seem to be having difficulties in trying to reach them. This has not yet been reported on my Credit Report but if it does go there, I will be SUING Smile Love that will cost them more in the end; not only money but their reputation too. I don’t want a BULL SH*** response to my complaint from Smile Love that someone will get back with me... just issue my *** refund!

THIS COMPANY IS A TOTAL SCAM. I WENT THRU MONTHS OF SENDING IMPRINTS OF MY TEETH TO THEM, EVEN USED THE VIDEO CHAT. After months of not hearing from anyone after calling, emailing, and voicemails I finally got someone on the phone. I demanded a refund which they sent me a confirmation email cancelling the order. It has been over a month and Affirm the finance company I used, has not received the refund. I am getting late charges each month and damaging my credit. Again I am calling no one ever answers and leave voicemails that no one returns. The owner of this company should be in jail for fraud. If anyone from Smilelove sees this do not respond to this complaint apologizing and say that someone will contact me before the end of the day like all of your other complaints on this site, just pay what you owe to Affirm and get my credit straightened out....bunch of deadbeats DO NOT USE THIS SERVICE

I received 20 sets of aligners in June 2019. When I got to the 12th set the lower aligner didn't fit. I contacted Smilelove (October 2019), they sent an impression kit to remake the lower aligners. For a month I had to repeat the impressions 4 times because they said the upper impressions weren't right. In January they said all was ok, send the required picture of teeth, I had already done that but resent them. I contacted them in mid February telling them I still had not received my replacement aligners, they sent email saying they would check on it. I have contacted the repeatedly since December and always get the same reply "I'll check on it".

Ordered on line clear braces for my son. After the first couple of alignments the next set does not fit. I have not been able to get in touch with the company to resolve this matter for over two months. Phone calls get disconnected and emails do not get answered.

This is an internent CO. for Dental Aligners thru the mail. I did as they asked, sent in 2 dental molds {1 with over 1hr video conferencing with 1 of their employees}. Each time I sent them in, I had to prompt them for a response on the outcome of those molds, only to get a response of you must do it again. I then left voice messages to speak with someone preferably a manager regarding this issue. after a few days , I received an email from Unita. I asked to have a scan scheduled instead of trying over and over again with taking anymore molds{ many other people ,as I have discovered, have sent in more than 7 molds with no results} Unita said no problem ,she would schedule a scan. I again, after over a week of waiting for an answer, had to contact them. Unita, then stated, after discussing this with a manager, she wants me to send in more molds with the materials they sent me. I told her I want a refund of the $1495.00 I paid upfront. Unita said, she needed to talk with her manager. This was on 2/14/2020, I am still waiting for their reply. I want my refund & customers need to know it may take mths probably years to please them with a perfect mold. They misrepresent themselves. In the meantime, my teeth continue to get worse, even creating sores within my mouth. Please help.

I purchased aligners from smilelove back on July 25, 2019. I was not able to use them right away as the molds didnt even fit into my mouth. I kept trying to get a hold of them with no response. I then needed to have some dental work done and due to the work that I need to get done now, the aligners will no longer servw their purpose. I have been trying to get a hold od them since the beginning of August for smaller molds and assistance with issues and no response. I have sent multiple emails, phone calls, and social media and am unable to get any assistance. I spent over $1300 on this service and have been trying to get help foe 6 months now.

I purchased the aligners in early January. First, their website apparently "glitched" and my payment never went through. NO ONE contacted me to tell me this. I had to call and speak to two different people, message on facebook, call ClearGage (financing company) for their representative to finally tell me what happened. This should've been a huge red flag to me. Now, it's been four weeks since my impressions were approved and I have been trying to contact smilelove for weeks about the status. I have requested a refund and have not heard anything back. Their chat feature is no longer listed. They have read my social media messages but haven't responded. There is no longer a number listed to call for help. I would like a full refund for the products I never received. The customer service has not done a good job in caring for their customers.

I have been trying to get a refund from this company for MONTHS! In the past I would call and get the run around and they would send me a new impression kit. For several months I scheduled calls with them to do the molds with a call center video chat. They would either not show or they would send me new impression trays that were too large or use some excuse on why after weeks of having impressions why they would not work. Most recently SmileLove gave me a $100 credit and some supposed new mold kit. What they did not say is that one size fits all which was not the case. It did not fit my mouth at all! I emailed them 2 weeks ago asking for a manager to call me and that at this point I wanted a full refund of $1220 since they gave me back $200 for my various issues over the months. Now, when I call, email, even facebook message this company it’s like they vanished with the rest of my money. Their phone system goes to a voicemail not a live person and says call back later and hangs up. I will involve my bank, the media and anyone who will listen if this doesn’t get resolved. A truly unprofessional company full of inept people!

I have asked for a refund ORDER #*** as per the trial offer the company provides based on their physical assessment. I have contacted a dozen times through phone and email. I can never talk to a customer service rep for existing customers.
I asked to cancel and refund to more than 3 representatives during the window, talked to a new customer rep who took my info and was supposed to have someone contact me.

My issues started with top tray 8 not feeling like it fit properly on the front of my mouth December 27 2019. I was told to go back to tray 7, then told to just continue to tray 8 instead and use the chewies that came with my kit 3-5 times a day for 15 minutes for one week, which I did. After a week it was still fitting the same way so I messaged them again on January 4th and after back and forth communication all on the 4th of January I was told someone named Mitch would reach out to me. I messaged again on January 8th because I had still not heard anything, messaged again on January 9th, January 10th. Still nothing. I emailed and texted, Facebook Messaged, Called and left a voicemail and eventually posted something on one of their Facebook ads which led to someone finally calling me on January 13th. The person I spoke to said she would be keeping a close eye on my case. (just an FYI their voicemail says that they will respond within 24hrs of an email which is certainly not the case) The email told me to move on to tray 9 for 3 weeks and to use the chewies 3-4 times a day for 15 minutes at a time, which is extremely uncomfortable to do. I was told that the gap in the bottom of the top aligner was completely normal so that my tooth would have room to swivel down but it was not moving at all. Even after 3 weeks nothing had moved. You can tell when the aligner is working and when it's not because there is obvious pain and such in your teeth. I sent an email, Text, Facebook message, and left a voicemail on February 3rd because after wearing tray 9 for 3 weeks as directed and then moving on to 10, there was an even larger gap from the bottom of my top teeth to the bottom of the aligner. Not only that but now it wasn't fitting over my molars properly. I sent pictures with my messages. I emailed again February 6th because I'd still not heard anything back. I received an email back on February 7th asking for more pictures of my molars which I sent back the same day and have heard nothing since. So it's now been almost 2 weeks since last hearing and I've emailed and called and have received nothing back. Just to recap my issues started December 27th, I was told they weren't issues and to keep moving through and now I'm not getting any responses back from customer service. I'm going to the dentist today to have them check my roots to make sure they're still healthy and I will update this after.

I purchased two kits one for me and another for someone else. We are both in the "test impression" phase. 23 days ago we sent the last photos of our test impressions and have heard nothing since. I have sent probably 15 emails during that time asking for an update or any kind of response at all. I have submitted customer service requests through their website. I have tried calling their service line as well and it just says "call later" and hangs up. I spent almost $3000 and they are now completely ignoring us.

I signed up for smilelove back in November of 2019 to get my teeth straightened. Their claim is that if you do not like your preview, you may cancel the service and receive a full refund. In January, I decided I did not like the preview and would not like to continue my services with them. They reached out to me, I talked to their customer support and was told that I would get a full refund. They then offered me a discount if I would continue with the service and I stated that I was interested provided I received the discount but since then have received no response. I have reached out five times over the course of 3 weeks, but they did continue to take money from my account despite the fact that they did not continue my service or give me a refund. At this point, I do not want to continue treatment with them as I don't trust the company. I would like a full refund.

I made my first transaction with SmileLove back in November of 2019. I submitted my impression kit in December of 2019. I received an email that my impression kit was received on January 3rd and that it will be 3-4 weeks to receive a treatment preview. It is now going on the 7th week of waiting and also reaching out to SmileLove with no success.

I ordered the bundle deal from Smilelove at the beginning of January for $1495, which I paid in full. I received the impression kit and needed the larger trays so I had to wait for those to be sent out. Once I did my impressions, I realized that I did not want to go through with the aligners. I asked to cancel my order and for a refund over a week ago, I have contacted the company multiple times since and no one has responded.

I have been trying to get the process started for more than a month now. I recieved my impression kit late. Ever since I have been trying to follow the steps and iterate with the impressions, and after 3 times, the customer support agent asked me to schedule a video call. Each of the 3 times were responded too really late (1-2 days later), so the feedback loop was really slow. However, feeling optimistic, I scheduled a video call (2 weeks later, nothing was available). After waiting for 2 weeks, I get on the call and...
NO ONE IS THERE on the video call. I wait for 20 minutes, and try calling them, and no one answers. I tried the "Contact us" button and the response was "Our average response is 5 days!!!" What professional business gets back to you in 5 days!

I am very fed up with this whole experience, and I expected to have started my treatment by now, but I am still in Step 0. I would like a full refund of my "Down Payment".

Started smilelove in april of 2019. I only needed to have 2 of my 4 upper teeth straighted up since I had braces as a kid. Should have been very simple. I have now finished my treatment and have gaps between my front teeth. My tongue gets caught in the gap and creates mouth sores. I have contacted smile love they told me to wear my last tray for an additional 8 weeks...which I did no change in gaps. When I contacted them to let them know the results and to come up with a solution they said they would review my case and get back to me. Smilelove is now ignoring me and will not respond to any of my messages. I feel like 1 or 2 more trays would close the gaps and look like original treatment plan. Very sorry I choose to use this company!

They have a 90 day guarantee they offer and have done everything in their power to slow play to get past that date. this is clearly a scam they run. you have to make impressions of your teeth and give you zero guidance, but they dont respond for hours, they dont pick up their phone, and when you call in no one ever answers. and I mean no one. they want you to screw it up and then they can just keep saying it doesnt work and go past the 90 days. clear scam. I can't be the first person to report this company. please dont let them run this scam on others

I wanted to resolve some crowding in my upper and lower teeth and decided to go with Smilelove clear aligners. I used the impression kit and sent them pictures for them to determine my treatment plan. They sent me preview images of what my teeth would look like after the treatment plan they came up with. I approved my preview images at which point they charged me for the aligners and began making them. This is per their sales model - a customer has a chance to reject their previews but once they accept them or they miss the rejection deadline they are then committed financially. I received my aligners a week later than promised which was annoying but fine. I have followed all the rules: removing my aligners only to eat, brush and floss my teeth, and clean the aligners. I wear each set at least 22 hours a day for two weeks before moving to the next set as per their instructions. My full treatment plan does not end for another few months but my top teeth had fewer aligners than my bottom. When I got to my last top aligner I noticed that the tray itself showed one tooth that was still rotated inwards. I checked my top teeth retainer and sure enough it also had this imperfection. And of course if the tray / retainer had this imperfection than so would my actual teeth (and they do have this imperfection). I compared my retainer to my preview images and they were clearly different in this regard. I immediately sent pictures of my retainer indicating the unstraightened tooth and comparing it with my preview to the customer service email address. The first person I spoke with (Shelby) agreed with me that the physical tray and retainer themselves did not look right and she confirmed with me that I had followed all the wear rules. She told me she would reach out in two weeks. It's been 6 weeks and I have not heard back from her nor has she responded to my two follow up emails. In the meantime, I started a new email conversation copying all the same information: that my bottom teeth were still in the middle of treatment, that I had worn my 16 top teeth trays for 2 weeks each between 6/10/19 and 1/20/20 and that I had transitioned to wearing the top teeth retainer full time for four weeks instead of the typical two weeks since Shelby suggested that to me for some reason. This time, another rep (Kayla H) got back to me accusing me of having rushed through my aligners too fast because I wasn't supposed to be done for a few more months (which is true of my BOTTOM teeth but I had reached out in regards to my TOP teeth only and made this very clear) and telling me they would need to charge me another $500 to get my teeth to look like the preview and that this was my fault for not following the treatment plan properly. Not only was all this information wrong but it didn't even make sense. Even if I HAD rushed through my treatment plan it wouldn't explain why the retainer itself has this crooked tooth. Clearly the issue was with the product they sent me. I repeated all the information again stating that I followed all the rules and that I was only talking about my top teeth. I repeated all the important dates of when I started treatment and when I finished my last top teeth aligner and switched to the retainer. I even sent them my tracking info of when I received the aligners so they would know for sure when I started. This time Kayla H tells me that I was right about my top teeth being done sooner but they were still claiming I finished a month early and would still charge me $400 to fix the imperfection that their treatment did not fix. I literally Googled the number of weeks between my start and end date for my top teeth aligners and pasted the answer of 32 weeks (which is correct since I had 16 trays for 2 weeks each). They have yet to respond and that was two days ago. I have since emailed them asking them to call me multiple times. Every time I call them no one answers and there isn't an option to leave a message. I reread their reviews and also found some complaints on Revdex.com about other customers following the rules only for their final outcome to not look like their previews. To me, this is false advertisement. If you tell a customer that their teeth will look like X when they are done with treatment than their teeth should look like X. Instead they lure people in with perfect preview pictures and then send them a treatment plan that only gets them ~90% of the way there. Then they act like its the customer's fault that their teeth don't look like the preview (even though their teeth perfectly fit the retainer that Smilelove sent) so as to convince them to pay several hundred more dollars.

I ordered the Smilelove package on 1/28/2020. I have had very little communication with smile love due to the fact that I can't get through to a person. I have not done my impressions and have since tried to get a hold of someone to return it and get a full refund (I paid upfront for everything). I have called 12 times a day for almost a week and every time my call lasts 1 min 28 seconds and then tells me to call back later because "there are no available agents to take my call". I am beyond angry at this point and I just want my money back. Their customer service is awful.