SmileLove

Hello. I ordered the "alignment bundle" from SmileLove on 12/25/2019. I received my "treatment preview" on 1/17/2020. I immediately halted production, as the final product was less desirable than I had anticipated and took twice the amount of time as quoted from several other places. Since the 17th, I have made several attempts to contact them regarding my treatment plan, when I attempted to contact them over 10 times, only getting one response saying that the plan could not be altered, I immediately responded requesting a refund. On their website, it states "If you receive your preview and you are unsatisfied with the results we can give you, we will issue a full refund." I feel completely disillusioned because when I was starting the process they were very timely. Now I have attempted to contact them via email, text, phone and Facebook multiple times with no response.

This process is very difficult & not worth the time especially when they don't respond after a couple weeks and lose the impressions in the mail. An I have asked for a refund and they are always to busy to take my calls or live chats! I want a refund! An no longer want to proceed with the process it's more of a hassle than needed especially with 3 kids. They said my top impressions passed but had to reboil an redo the bottoms as they put the top ones in a baggie with my bottom ones in the same box so they both are lost. An they shouldn't take so many customers that they can't help the other customers in line an who became a customer before them. I was set on gettin my teeth fixed an aligned but I am not goin to continue through this. Makes it almost seem like it's fake an they get you for your money an keep sayin you are not passing them an to redo it all. Thanks

I ordered clear aligners from smilelove last year and received them in November of 2019. I began wearing the aligners, but it was very painful. I contacted them via their email customer service. I was told some discomfort is normal. I described that it was more than discomfort and requested a refund. I was refused. I then began taking ibuprofen in order to tolerate the alogners for 22 hours a day. I wore them for over a month which is more than twice the recommemded amount of time. Toward the end they were no longer excruciating and the pain was milder. I also noticed as a shift in my teeth. I thought the next set would be much better. I was wrong. They do not even fit. Literally.

I contacted customer service who told me that the second set are suppossed to be really tight etc. Again they did not listen when I said that they do not even fit/cover my teeth. The difference from set one to to two was staggering. Keep in mind that I have 20 pairs to go but cannot even get pat the first set since the second do not even fit me at all. I was refused a refund and basically told to go back to the first set. I'm more than sure that won't change anything. This company does not want to accept that mistakes happen and they can be at fault for things. They basically gave me false hope. I would like a refund as these aligners are useless and I will never get to the result shown to me in the preview before I accepted delivery.

I made a purchase thru Smilelove in August 2019 for clear aligners. I paid about 1400 in full and have had issues ever since. Everytime I've sent in my impressions, they come back that they aren't approved so this last time I spoke to a representative he stated I would be getting s full refund now when I've sent emails to customer service they are telling me to try again and that's not what I want this has been 5 months of dealing with this and I just want a full refund. When you call the customer service line, it asks if you are existing customer to press one which I have called multiple times and no one answers so I've left messages and dont get call backs. It's very unnerving that I sent 1400 for a product and I cant even get anyone to answer the phone. I would like a full refund and to be done with all of this.

I made my purchase on 23 October 2019. The process was extremely slow. I received my 3D images with the treatment plan only on 01/16/2020 which we were not satisfied with the treatment. I called customer service and said we don’t want go further with the treatment because my daughter’s canine would not be straight. They agreed my refund, but it’s been 12 days and I didn’t receive my refund. I have been trying to call and sent 2 emails. I left 3 voicemails, and I can’t get hold of anyone.

When I purchased my aligner from SmileLove that was under the assumption that it would include the movement record form. This form is included with ever kit they send out and if for some reason it is not sent out they will email you it will no problem. That has been the case for thousands of other people I know that use this company. My case is completely different, they did not include the movement record form and refuse to provide that. They are now refusing me access to my medical records. I have been asking for the movement record form since I received my aligners in November, 2019. They either simply do not respond or tell me they refuse to send me part of the product I have already paid for.

I purchased the smile love package 11/17/2019 for $1595.00. I was promptly sent an impression kit, I followed the instructions and sent the kit back. I was told my impressions did not pass inspection and was sent another kit with smaller trays. I again followed the instructions and sent this kit back (December 10, 2019). December 27, 2019 I sent an email asking the progress of the kit and on December 28 was told that the shipping department was behind. December 30, 2019 I received an email that my kit had passed initial inspection and will have a treatment preview in 3 to 4 weeks. 4 weeks later (January 26, 2020) I asked for an update or refund with no response. Again today (January 29, 2020) I have email to ask for a refund as I am not anticipating an update.

I paid (up front, in full vs "financing" monthly payments) for corrective trays through this company. I attempted 5 times (using their impression kit, video instructions, and chat features) to submit impressions that were acceptable upon the first review, but upon the second review -- unacceptable. No trays were ever produced. I never received the product. They have continued to bounce me around to their "customer care" reps -- who are reviewing my request for a refund. This has been going on for weeks - and no one will provide me an update. Every time I reach out to them -- it's like starting over -- as if they have never heard of me before.

Hi, I made a purchase with Smilelove for myself which was supposed to be for Christmas. Everything went well when I made the purchase and I was very excited about receiving my kit in the mail. I received my impression kit and followed the directions and practiced and practiced and then I went ahead and did the impressions. Well they didn’t come out as expected, so I got another kit. I went ahead again and practiced and practiced and sent those impressions and again those did not come out as expected. Now this is the third kit and at this point I’m extremely discouraged and have realized that this process has proved to be much more difficult then they lead you to believe. So in the meantime I’ve repeatedly tried to get in contact with customer service with no luck at all. When you call the customer service phone number no one picks up and a recording comes on and tells you to leave your information and someone will get back to you, well no one does. I also tried to contact them through email and they respond with saying average response time is 5 days! But again no one ever gets back to you. I also tried live chat and again it says no one is available leave your info and someone will get back to you. If ur a new customer and want to make a purchase then someone will get on the phone right away, I spoke to a woman that took my info and said someone would get back to me in 24hrs. She said they are a new company and have some “kinks” to work out! Well that is not my fault. I paid for this upfront and now I can’t reach anyone and all the while time is passing by and I’m paying for something I don’t even have. Smilelove says on their website that their foundational principle is the happiness of their customers. Well I’m not happy! I want a refund. I have repeatedly tried to do the impressions, I’ve had family and friends try to help me and I even had my dental hygienist try to help me. I have given this time and energy and have tried over and over to get in contact with customer service and they are basically ignoring me and time is just passing by and I’m paying for something I don’t even have. I just want a refund and want to be done with this please.

I ordered this product online through their website yesterday morning. My boyfriend and I had some unexpected financial issues arise during the last 24 hours since that purchase and I would like to cancel my purchase with smilelove.com and receive the $250 that I paid yesterday refunded to me. I was sent no information on thr cancellation/refund policy or my monthly payments going forwardforward after paying the first $250. I no longer want this product, I've placed numerous calls and emails today to the company in regards to this matter and no response yet.

I questioned the service and how it wasn't completing the needs as described and the business is still taking my money on a monthly basis from my checking account but not responding or communicating with 10- 15 attempts to contact them via email, text, phone and online chat. I'm not recieving any treatment, nothing has been sent as far as trays after they accepted my impressions but still taking out money from my checking account. This will be the 3rd payment of around $88 and I cant get them to send me anything or call me.

I purchased the aligner kit and product payment plan on Jan. 3rd, 2020. I was required to place a $250 down payment to initiate the payment plan for the full cost of the aligners. Received a text on Jan. 6th, 2020 stating that I should have my aligner kit. I thought it was quite fast, as they stated in their email to me that it would take 4-5 business days to receive the kit. Every day between the 6th and the 10th of January 2020, I checked my mail and had not received the aligner kit all while I kept receiving texts asking how my process was going. I've continued to check my mail for the aligner kit until the 16th of January 2020. Finally, I emailed with my discrepancy, AND I called customer service to be immediately placed on hold, then sent directly to a voicemail. I left my name, order #, phone number, and the name on the card that was used to pay for the product down payment, and I requested that I wanted a refund, and my dentist said that this product would not serve the purposes that I was needing to correct orally. I have not received any form of contact to help resolve the issue nor have I received the aligner kit that was paid for. At this point, I'm disappointed with the lack of product delivery and prompt customer service response.

So first it was my understanding from the promotion that for special pricing the impression kit service was like $49 or so and then if you wanted to use special payment plan with affirm the whole thing would only be $1400. When I applied it wasn't clear that the Affirm people were going to pay you up front and then I was locked in with no refund until I got a treatment plan that I could approve or deny. I was thinking I would have this $49 thing first and then once impressions were sent it I could proceed to okay let's do it. That is my fault for not checking the Revdex.com as I now see what a horrid cycle I am in with all the Revdex.com complaints. So it took from Sept to Dec to get email that impressions were good and that in 3-4 weeks I should get my treatment preview. Around 4 weeks the email made it seem that the final approval may not even be done in which case they could send more impression kits. But in another email was told, oh no if it has been this long there is no way they will be denied. It has now been 6 weeks and no one answers the phone, returns calls emails or texts as to my status. Your treatment preview has already taken twice as long as implied with no expectation of how much longer it will be. You can't just say it will be reviewed when we get to it. If you can't meet the demand of your orders then you need to hire more people. It is unprofessional to just leave people hanging with no answer. I would like my aligners delivered within 4-6 weeks which was my expectation 4 weeks ago.

I had braces years ago and my teeth had moved from not wearing my retainer so I wanted to try smilelove since I didn't need my teeth to move much. I ordered the impression kit 03/2019. I was approved by the orthodontist there which stated I was a good candidate. They sent me a copy of my treatment preview which looked great compared to what my teeth looked like at the time. I approved them sending the aligners to me and paid in advance the $1300. I received all the aligners at the end of 04/2019. I started wearing them and they were fine, I could notice that my teeth were moving like they were supposed to. But after a few months I noticed that my bite was getting out of place and some of the aligners weren't fitting good. I reached out to smilelove and their only fix to this was to keep wearing them and gaps were normal. I reached out to them a total of 3 times about my bite not being right. I am now finished with all my treatments and have been wearing my retainers for about 2 weeks now. I went to my dentist this morning who said my bite and occlusion has been ruined and I will have to have real braces now to correct my bite (which was perfect before getting smilelove) I reached out to their customer support team who was less than helpful in the situation. Basically saying they don't offer refunds but the way my bite is now has caused me to have other medical issues within my mouth. And now I will have to spend triple to get real braces to correct what THEY have ruined in my mouth. If I knew this would have happened, I would have kept my semi-crooked teeth and perfect bite. I was told by customer service a "manager would reach out to me" but I have been told that in the past with no response which is why I am referring to the Revdex.com on the matter. I need a refund to compensate the money wasted on ruining my bite.

I placed my order for the Smile Love bundle (prepaying everything upfront) 1st of July 2019. I received the impression kit promptly. I send my 1 set of impressions in and it was sent them back saying only one of the upper impressions passed inspection. I redid the impressions and received visual approval of my impressions by Smile Love and received an approval via email on 8/6/2019. I received another email on 8/12/2019 stating my case was on hold. My impressions did not pass the "dental" team's review. I needed to start all over again. They could not give me an exact reason on why they did not pass or advice on what to do to get them to pass. They just kept on insisting for a video call. What is going to help so much with a video call that you cannot tell me in a written email. Even if you watch me make the mistake it is too late at that point and I would have to wait for another kit to do the impressions all over again. I wasn't even sure I have video chat capability and wasn't going to pay to get it. The "practice" putty is so different than the real stuff it really is not going to give you a good idea if you are going to do the impression right or not. I called and finally got someone after the impressions failed and told them I did not know what else could be done to get impressions that would pass if the ones I sent in did not. I was told if there was a Smiles Direct location close to me I could go get my teeth scanned by them for free and then say I was not going to go with them but would like to purchase my "scan" in a STL format. I was told by Smile Love that I would get reimbursed for whatever they charged me for my scan. I could then give Smile Love my Smile Direct scan and not have to worry about the impressions. I drove an hour round trip for the scan and took an hour off from work to get the scan done by Smile Direct and turns out the only format of the file they would give me is a PDF. I also went to a dental hygienist to have my impressions done. The impressions the professional did still did not pass. December 1st was nearing and they had over $1000 of my money for nearly 5 months and I had nothing in return to show but frustration and ALOT of my time wasted. I called and asked for a refund and was told they were going to do the refund but charge me $79 for the impression kit. I understand charging me for the kit if I had never sent one back, had not been trying to make the impression, had not had them approved already, had not spent my time going to Smith Direct to get a scan!!! I feel like I should not have been charged for the kit or at least not been charged the full amount. I really wanted to receive my aligners from your company but I could not continue with the unknown of how long it was going to take to get the aligners. At the rate it was going this could have continue on for a year. This was unacceptable to me and in my opinion a poor business practice as you can clearly see I made many efforts to get the impression kit approved by you.

I attempted to take the impression multiple times. I knew initially after the first try that this service was probably not the best fit due to the size of my mouth and requested a refund. They asked that I try once more and if it didn’t work they would refund me, I tried again, with no luck, this happened multiple times and I finally got to the point that I no longer wanted to try to take the impressions anymore since it wasn’t working. I asked for the 4th or 5th time that I just be refunded and the company simply stopped responding and does not return my calls or texts. The last message I received was that I had to speak to someone to cancel and now no one will reply back. I just want a refund since I never got the service I paid for. Everyone was so nice up until this point, but their actions now (or lack thereof), are just unprofessional. I have no interest in trying yet again to take impressions and just want my money back so everyone can move on. Again, I do not want to try again at all! I have tried it plenty of times and should just be refunded.

It took months to get my aligners from Smilelove. I finally got them and started. I have 20 trays total and a retainer. The first few fit perfectly. I started noticing that the top trays were not fitting properly after 2 months. I reached out and was assured that the gap was to allow room for my teeth to move. Since that time, the trays have become worse and worse with not fitting. I have asked customer service several times and I get the run around. The last time I emailed them they told me to send them photos of my next 3 trays and my current trays to get examined by the orthodontist. I never received a reply. I continued my treatment. Now I am on tray 13 and they do not really fit at all! They fit my back teeth, but not at the front. Also, even though my bottom teeth aligners have fit they have caused a gap between my teeth, my top and bottom teeth in the front do not touch at all, they are leaning forward, and they are at an angle going from left to right like a stair step (hope that makes sense cause not sure how to explain). I am FURIOUS! I paid $1400 for my teeth to become worse. I not only want my money back that I paid for the aligners, but I expect them to also pay for my corrections when I have to go and get actual Invisalign from my dentist. Do NOT use Smilelove!!!! They will take your money, ruin your teeth and customer service will not help or reply! I am going to talk to a lawyer about a lawsuit soon.

Not sure what to think. Having trouble obtaining impressions and then asked for a refund. Called on the phone and got left hanging, so I tried to contact again by online chat. Took information and said they would get back to me. How long am I suppose to wait? Not happy!

After going through the Smilelove treatment, the lower row of my teeth now has a gap between two of the teeth. I followed the schedule correctly as advised. The final outcome is not the same as the preview sent to me when I first started this treatment. I've also dealt with multiple aligners breaking, including the final retainer I'm suppose to wear, due to poor construction of the aligners. I reached out to Smilelove on October 24th 2019 regarding the gap in my tooth, the cheap aligners, and obtaining refinements to correct the gap. They sent me an impressions kit to start new molds in which I thought would be for my refinements and retainer, but Smilelove is trying to charge me $99 for retainers that couldn't even last 2 weeks, and is ignoring the fact that I need the refinements since I now have a gap in my teeth. I've emailed them multiple times but now I am being ignored. I am not the only person facing this issue and I have seen many people in a Smilelove community group completely ignored by this company. I wouldn't be surprised if a class action lawsuit against this company began to form. Many of the people are not getting the results they were shown based on the previews sent by Smilelove. And when they contact Smilelove they get the same lack of response. All I want is for Smilelove to cover my refinements and retainer since I am got getting the results what I was promised with this product.

I ordered a set of retainers from smilelove with the understanding it was 'risk free'. I prepaid for the full amount $1400 and received my impression kits in the mail. I completed the impression kits as instructed and returned it. I was informed the impressions were insufficient band was sent another kit. I have used the practice impression and corresponded with smilelove several times but could not accurately complete the impression kits. I am currently on my fourth impression kits. After many attempts over the course of a couple of months, I emailed them saying that I didn't feel the home impression kits would work for me and I feel visiting an orthodontist would be nessesary. Since they had not made my retainers yet and I couldn't complete an impression kits, I wanted a refund. They are refusing to issue a refund until I complete an impression kit. I told them completing it wouldn't be nessesary since I plan to visit an orthodontist and continue business with smilelove. Now, they are refusing to issue a refund.