SmileLove

Where do I start. It started off smooth for me. Once I got towards the end and started having concerns is when I started having problems. I was told conflicting information with customer service. Then I needed refinements. It took 3 months to get and today I try to contact them with a concern and the chat option isn't available anymore. I reached out on social media with no luck.
I guess you get what you pay for

Smilelove aligners are a joke. Not only the quality of the product or issues that I've had with them, but their lack of customer service and follow up is concerning. I've contacted than 3 times in reference to an issue I've had it with their aligners...with absolutely no solution. I sent an email the 2nd week of January in reference to an issue I had removing the bottom aligner and it chipping one of my teeth. One of the top aligners had also broken, and the most recent one has a huge gap to where it doesn't properly fit my teeth. I now understand, one, why they're so inexpensive, and two, claim to be a good deal in comparison to their competitors. I told them I would like to send them back for a refund or discount and have received no response whatsoever. I even followed up with another e-mail due to the lack of response and have yet to receive an email as well. These aligners will no longer go in my mouth. It's so sad too, because I was looking SO forward to having straight teeth for my wedding in August. Trust me, the little bit of extra money to use their competitive products is probably well worth it with the customer service experience alone... After a multiple efforts of trying to get some communication, I am reachiing out here. Not only am I disappointed but saddened... What a waste of $1500.00 from a single moms wallet who has had self esteem issues ALL of her life because of her teeth... Your product gave me hope to have this without breaking my bank account... Shame on you Smilelove...

I ordered the impressions kit. Made many attempts with the upper practice putty. Then attempted the lower impression. The tray caused terrible pain in my lower jaw and my jaw started to lock up for the next 2 days. I cannot risk a serious long term problem with ny jaw.
I have explained this repeatedly and their answer is "try again..try again...try again..we'll send you a different kit...try again...try again.I said" that will nit work. please issue me a refund". The one time we actually reached a person on the phone, (after more than 20 attempts), the young man Mitch said"no problem. We will issue it within 3 days. "mmediately thereafter I received a message...."try again...try again ...just try again with a new kit. Avsolutely No mentionof a refund.
This company touts caring about the customer and their comfort and well being. I am not seeing that at all.
Please help.

I placed an order last fall (November) I finally received my aligners in February.

The bottom trays were nearly a perfect fit, but the top trays were EXTREMELY painful. I reached out to customer service via text message. All prior correspondence was frequently done via text message and I always received prompt (within 24 hours or less) responses. This time, however, I never received a response. Three days passed and I messaged again, still no response. I’ve also sent an email with no response.

I have communicated the urgency of my request, I’m afraid this aligner will damage my teeth. I sent a photo, showing where the aligner appears to be malformed around 3 of my teeth. I’ve never had braces or aligners, so I’m uncertain of what to expect, and I’d likely think the discomfort was normal had the aligner not appeared to be so deformed.

I’ve been in pain for 3 days - afraid to remove them in case this is normal pain (I don’t want to have to start over / go through this again) but also afraid to keep wearing them if the aligners are in fact deformed and ruining my teeth!

Customer service was prompt to reply to me in the past, but once they shipped the product they ghosted me. I’m afraid they just took my money and disappeared.

In lieu of their failure to respond I’d decided to remove the aligner as I’m certain it’s faulty. The problem is, wearing it for 3 days has changed my bite so much that I can’t chew food! My teeth are terribly sore and I’ve been drinking my food via blending and juicing for 3 days!

I need them to promptly refund me. I don’t even want to replace the deformed tray because it will take 8 weeks and I need a solution now. I’m going to see an orthodontist and will likely have to spend considerably more money to fix what they’ve done.

This company should not be allowed to medically treat people if they don’t have the support staff to answer customers concerns in a timely fashion.

Website data is misleading. Not fast, not comfortable, hard to believe it’s the #1 aligner and “best alternative to braces”.

I paid in full for braces from Smilelove
After asking for a refund according to their policy I get no response from them.

I am seeking a refund from Smilelove, an internet based company providing clear aligners for dental/orthodontic adjustments (alternative to Invisalign).
I purchased the Smilelove system in November of 2019. I soon found that this system is not sufficient for the bite alignment adjustment I need based on discussion with my regular dental professional. I quickly reached out to the team via email on December 17th 2019 to request a refund. I had not sent impressions back or started the kit so no trays/aligners had been created for me or used.
Since this time I have sent multiple emails, left voicemails, and have not received any type of refund which I am requesting nor any return call/email to confirm the request. Smilelove allows for refunds if you are not satisfied prior to creating the aligners so what I am requesting fully falls within their policy.
Their return policy FAQs can be found at https://smilelove.com/pages/return-policy

I made my purchase on 29 October 2019. The process was extremely slow. I received my images with the treatment plan in mid Jan 2020 which we were not satisfied with the treatment. I called customer service several times and they could not get my teeth straight per the advise of doctors and bite change. They agreed my refund on Dec 29th, it’s been 13 days and I didn’t receive my refund. Was told they're having technical difficulties with Affirm and now I get a phone call from Affirm everyday requesting a payment from me. Smilelove has not informed them of my refund. I've sent numerous emails and tried to call with no answer. I've even sent Affirm the email I received from smilelove stating my refund. Where is my refund that was supposed to happen in 5-8 business days?

I ordered Smilelove and went through the impression process. The impressions failed and I asked for a refund bc in the meantime I was seen by a dentist and was told this process wouldn’t work for me. I started this whole process in November, and still have no answers from them other than it’s outside of the window for refund, but yet it’s the first time they’ve gotten back with me.

I went through the process and stopped at the preview process and at this point since I did not order aligners they said I can still get a refund. However, I have been trying to get them to call me and answer my messages through Facebook and e-mail since November and no one has processed my refund like the employee (Mitch) was supposed to be working on through PayPal. I just want a refund. I already went through the phone conversation they require but they never gave me a refund and since early January no one is answering anything. I am not sure if they are ignoring me or are backed up with emails but I have heard they have answered other people so I assume they are ignoring me. I just want a refund so I can go on my way in life.

They advertise if the molds won't be able to properly correct your teeth you can get your money back. My molds had a lot of trouble and it was concluded I was going to need additional work from an actual dentist outside of the molds for total alignment so I requested the refund and to not proceed with their aligners since it would not properly correct my teeth. Janey H on January 2nd 6:45AM MST in email said I need to have drilling done by an orthodontist/IPR.I have email from Janey H in customer service on January 6th at 6:03AM MST saying she would have someone process the refund for me. I was then charged for new aligners (and teeth whitening that I didn't order) and was not contacted about the refund. I left several voicemails and emails and have not been contacted about the refund. They owe $315 dollars to me according to their advertising and email agreements. They need to CLOSE my account so it stops auto shipping new products to me.

I have reached out to this company for return instructions on their product- no response at all. I texted their line, emailed and called about return instructions - not one response on how to go about it. I didn’t use their product so I didn’t want to open the box at all and never did so I really had 0 way to get return instructions because their website doesn’t give instructions either. Then I pay my own return shipping and I have tracking and proof that it was received 2 days later. I then have them 2 more days to process my return - still nothing and no response from my MANY emails asking for a refund because I gave them all they needed - their product was sent back unused, and unopened to the mailing address It came from and I gave them the return tracking information too. Still got no response, so I finally called them again and this time I did get someone on the line and she confirmed she had all my information and will process a refund as soon as a supervisor reaches out to me and now it’s been 2 business weeks and I still have not gotten a single email or call from them about my return. I’m short of $304 dollars because of their horrible service.

At first everything seemed to be great with this company. They said I would qualify for the aligners so I went ahead and paid in full the cost of everything. They contacted continually and sent the trays needed to make the molds for my teeth. Everything was sent back to them, which was received with no issue. But when they sent me the preview of what my teeth would look like at the end of wearing the aligners, I did not like the outcome. Through the preview, it looked like I would have a major overbite. This is the point where you can so, you do not like to proceed and get a refund. A representative and I went back and forth to discuss my questions. I was told they could not make any changes that would change this. I let them know that I would like a refund on Jan 24th. I received not response so I emailed again on 1/27. On that date they resubmitted another request to see if anything else could be done by the dental team even though I still said I wanted a refund. On 1/30 they came back and said they would give me a refund and it could take 7-9 days. I let them know that my HSA account would be changing and they would need to submit the credit by 1/31, otherwise I would need to give them my new card number. I did not receive a response until 1/31, with them saying they would have to put it on the same card it was taken from. I let them know that the card would be frozen and I needed to give them a new number. I asked if someone could call me so I could give them my new number. At the same time, time I am checking my HSA to see if there is a pending credit. Nothing showing there. I heard nothing back from them....no email or call. On 2/03 still no response so I called their number to talk to a someone. I received a recording so I left a message asking for a call back. Later that day I get a text saying "So Sorry for late reply we've had high volumes of requests on our phone line. Please for better service visit smillove.com/pages/support". I replied back saying I had already done that and that is why I was calling. No further response. On 2/04 I send them another email saying I needed a call back. I didn't hear anything so I sent another email later that day saying I needed a manager to contact me to discuss my refund. I let them know that if I didn't get a response I was going to file a complaint to the Revdex.com. Then I received a text saying how sorry they were and wanting to give me an additional $258 for my issues and they could help with my refund if that was the route I wanted to take. I replied back reiterating that I have said I wanted a refund since 1/24. I have not received a response back at all since Tues. I even sent another reply letting them know that they should not be holding onto funds for a service they are not providing. I need my refund and someone to call me so the credit will go into a valid account.

I have paid for a product that I never received and am unable to get in touch with customer service for a refund.

I received a treatment preview back on December 2, 2019 which I approved with the sales rep and they told me at that time that I would get my aligners in the mail in 4-6 weeks. Well it is February 7th now (9 weeks later) and I never received the aligners and I have been trying to contact Smilelove for 3 weeks via online chat (I only received computer generated responses), calling (no one ever picks up), leaving voicemails (no one ever responds), and submitting cases (that was 7 days ago and they promised to respond within 5 days). This is absolutely ridiculous.

I purchased Smilelove through affirm in October of 2019. My impression kit was sent and I returned it after completing the impressions. Prior to that, I had spoken with a customer service rep about the lack of response via the online chat system and was told that my tickets would be assigned directly to her. The impression kit was returned back to me as the top impressions weren’t done correctly. It was at this point that I realized I would be better off going to a brick and mortar location as opposed to an online system. I’ve been trying to get in contact with someone for the past few weeks to cancel the order because the experience has been less than stellar. Upon opening the chat on the website, I am placed in a queue or 3 and am always met with the response of “please leave your information and someone will contact you”. The last time someone contacted me was last week and he directed me to an online form. After filling out the form, I was told it would a five day turnaround. I just want to cancel the order and forget this experience.

0 stars for this company that’s an absolute scam. I have been trying to get in contact with them for a week with no avail. I’ve called, left voicemails, sent emails, even reached out through social media and haven’t gotten any response. I’ve had my impressions for about 2 months, because it would take them days to get back and let me know that they were not good and had to be done again. Zero help with customer service. It shouldn’t be such a long and frustrating process, yet it has been.

It has been months since the start of this process and after multiple attempts to create adequate impressions, even with video support, you haven't been satisfied with the impressions. I was supposed to get an updated impression kit but I never received it. It is almost two months since I've heard from the company, even after multiple messages and emails. At this point, I feel the company has failed to provide the services in a reasonable timeframe.

I ordered my impression kit twice with it being lost in the mail or not sent each time. I have been asking for a refund for about two months with no reply. I have either emailed, called, or reached out on social media platforms for help at least once a day with no response. Each time I have called I have only gotten a voice mail with no person responding to me. On one occasion I had on rep email me back asking when he could call me that day. I replied anytime that was convenient for him. This was two weeks ago and I still have not heard a word. They do not offer refunds via email and only over the phone. To me this is a fake scam and them stealing people's money. I realize they are not Revdex.com Accredited (at the time of writing this review) but I strongly encourage somebody to look into this business for the money they have stolen from me and others!

Aligners recieved from the company did not fit after only two aligners in. I have reached out to the company several times as well as supplying pictures for proof that the aligners do not fit, on numerous occasions. They took my money and provided me a false product with no intent to resolve the issue or make it right.

After very lengthy wait for treatment plan I received a plan that created gaps in my teeth and protruding front teeth. The guarantee is a refund if you do not approve the plan. I asked two questions and was given an answer to only one. Repeatedly contacted them for a refund or answers and have not been contacted in return - they’ve not refunded me as promised.