Middle of 2020 i decided to sign up. Got my aligners about 2 months later...seemed slow but did not mind at the time as had gone down the impression route. Got my aligners but 4 months later when my treatment was finished in November my teeth were not perfectly straight. Went for re-evaluation 3D scan in St. Stephens green on 28th November. Thought it would be better to get 3D scan because i thought maybe the impression to aligner was not giving the best results as my teeth were still a bit off.

Still no update of new scan in my file and it is now 16th January nearly 2 months later - today after writing this review my original plan has disappeared and it now says "thanks for your photos" we are reviewing them and expect your aligners in 4 weeks...its now 7 weeks since my 3D scan. They have still not even uploaded my new 3d scan. This means i will be waiting 3 months for re-evaluation aligners to arrive. I dont know why this company is trying to fail??

They get the shop and the beginning right. I could not fault the staff in the shop. What annoyed me was that the girl in the shop said...look im clicking this button which has sent your scan off. However clearly in the shop they should he following up on their customers and to see if the central office gets them. Im sure the dentist is ok as well...but they really kill the company with the disconnect between checking up and getting aligners to customers. Why is the St. Stephens green shop not following up on the customers scan and aligners?? Why do they tell us to "wait and not worry" they will arrive in 4 weeks..only to find out 7weeks later that they seem to forgot all together about my aligners?

I have been wearing a pair of retainers since and they no longer fit. They were not a good fit to begin with as they were based on my impression back in June before any aligners and what my teeth would look like from what they predicted and my actual teeth are not like that. The retainers should be based on an updated 3d scan at a minimum and they are not. My bottom teeth are shifting to their original position - bare in mind i only had one bottom tooth which needed to be straighten. Since i was having a re-evaluation anyway...it is why i didnt complain about the retainers as they are only meant to be temporary until my aligners arrive.

No updates on what happened to new aligners. Again it is now 16th January. I contacted them in December, start of January, yesterday, 4 days ago and each time i contact customer service they say to wait - They keep pobbing me off and whatever they are doing is not working because nothing seems to be even in their system.

Customer chat service is terrible - they leave you waiting 30 mins to say they have to follow up with their "team". They dont seem to have any answers. Then they say they will email an update in 30mins.. The chat function should not be allowed as they clearly do not have a database which they can look up in a reasonable time. Im very disappointed as the shop itself seemed lovely. However dealing with online customer service is awful - they seem to have zero connection or ability to follow up on missing orders or aligner updates.

My brother went with Invisalign and i thought he was silly - he hindsight he was smart as im now waiting around with non straight teeth which is 8 months since i 1st signed up to Smile Direct Club. Dont get me wrong i had high hopes and my teeth are a bit better since starting but just doesnt seem to be "straight" and i had relatively straight teeth to begin with. My brother however has security of a real dentist to follow up with.

I am terrified the company is just not going to follow up. Looking at the reviews they seem to be struggling with their re-evaluation aligner treatment follow up since November.

Also i want to point out that the 5 star reviews here are skewed as they are mostly referring to peoples visit into the smileshop for their initial 3D scan instead of after their treatment.

No doubt i will get a generic comment below this from someone called Toni who will tell me to email reviews email which i already have! I can assure Toni that so far nothing has been resolved after emailing their "reviews" email she/he is going to write in their generic comment below my review. Yes the staff are all polite but it is useless when you have paid ~€2000 for a better service and not even had Toni follow this up. I would expect the least Toni could do (considering ive already emailed reviews) is that you yourself should be bending over backwards to fix my order, aligners and upload my scan.

Im just disappointed as i had high hopes that they seemed very professional at the beginning. Their lack of follow up with customers with their treatment will put people off.