Smile Direct Club

To all my customers!

It is with a heavy heart that I am writing this as I am just as blindsided as you all are. Before anyone decides to write how angry they are I would like for you to keep in mind this page is about the customer service that my team and myself provided you in shop. I want you all to understand I fought tooth and nail for all of you in someway shape or form. It was a privilege to have been able to connect with all of you even if your journey with SDC was not ideal. I personally want to apologize on behalf of the company as there will never be a proper amount of closure for any of us. With that being said I would like to thank all the customers old or new that kept us going for as long as we did and I will forever be grateful for all of you.

Shop Manager Katie Dorey

Katy has exceptional/extraordinary customer service skills. I feel like she is the only one holding my faith in this company. She is terrific and brings such an incredible vibe to this company and is a true asset. Thanks Katy for always checking in and making sure to follow through on things as promised.

I made an appointment to the nearest location which is at Matheson & Mavis Mississauga with Kathy.

Kathy has provided a good customer service. Kathy made sure she answered all my inquiries about the smile direct. Thank you for sanitizing everything making sure everything is clean.

Very friendly and informative. I felt comfortable during the process because my tech was so knowledgeable.

These guys are crooks of the highest order. My girlfriend had ordered the aligners last year (2022). They said that we could cancel within 30 days and would get a full refund. We cancelled after 5 days but had to call them multiple times in order to process the refund. We got it after lots of hassling. Cut to 2023 and I get charged about $2800 from them even though my girlfriend has cancelled it in early 2022. We have called them twice so far and they still haven't issued the refund. Stay far far away from these thieves.

No reception or signage - best to call from the lobby instead of wandering around trying to find them

Katie was amazing. She had such an amazing spirt and personality. Everything was super easy. She was very thorough. Also the pricing is so amazing and affordable! Cannot wait to start my new teeth journey!

Had a great experience today with Katie for my consultation. She was super helpful and very informative. Can't wait to start

Horrible aligners it broke my tooth and awful customer service I DO NOT RECOMMEND #SMILEDIRECTCLUB AT ALL, I canceled my order within 30 days because they sent my package with chemical oil all over it and the second time the aligner cracked my tooth so please take my advice and invest your money on a proper dentist not these cheap quality places.it’s been over a year that I’m still trying to fix my broken tooth but also I have to constantly contact them about the money they took from me for their own benefits without giving me any product or services! Not to mention how creepy and unorganized all the staff are and they don’t even have a dentist to check up on your progress in person it’s virtual which is my biggest mistake to not see that as a red flag but it’s a lesson learned!

I DO NOT RECOMEND SMILE DIRECT - AWEFULL SERVICE AND DIDNT EVEN STRAIGHTEN THE 2 TEETH I WANTED AND NOW ONE IS PERMANENTLY LOSE!
Horrible service from Smile Direct Club. I'd received an email from them Feb 9th after another of many in office touch up apt saying the Dr was reviewing and they would get back to me in 3 - 5 days - I never heard from anyone. A month goes by and the phone guy says I was to call them to order the touch up - I already had when I went in person to the apt! Ive had many in office touch up apts and they have always moved forward with out me calling. Aweful customer service excuse!
The whole reason I went to the apt was for the touch up I want and they did nothing and have delayed my treatment by another 2 more months and my $$ acct ends in June and the 2 teeth I've been trying to straighten for over a year and a half have not budged while another is lose and they will probably say I have to pay more $$ after June especially after delaying me another 2 months if I want to straighten, how convenient for Smile Direct and their $. NO I DO NOT RECOMEND SMILE DIRECT!

Consultation was quick and extremely thorough. I
Felt confident in their knowledge and ability to help improve my smile.
Super friendly, am definitely looking forward to this.

Smile Direct Club is a SCAM! I was advised to get the aligners without proper information about my dental health by Neha. She did not advise that I had cavities which should be filled first, otherwise the tooth would need extraction. The aligners damaged my mouth because they didn't properly set. I have been in the cancellation process for almost 3 months, and they have not provided me with a refund, even though they received my aligners back almost a month ago. They have the WORST customer service. Do not sign up! Invisalign is the way to go! Go to a real orthodontist! SCAM! SCAM! SCAM!

Was a very straightforward and simplistic process on what I was to expect out of the treatment and how I would be able to handle it. Thanks SDC

I had an amazing experience with Neha. She’s the best. She answered my every question patiently and made me very comfortable during my visit.

Had a lovely experience with Kaya who was efficient and answered all my questions with detail! I was iffy about starting aligners with smile direct and she gave me the confidence boost i needed!

I came in for my scans with Neha
Glad i got her as she is very friendly
Easy to deal with and very knowledgeable due to her dentistry background
Will recommend her to everyone
Overall a great experience
The front staff was also great and friendly

I had pleasure meeting Neha at Smile direct club today. She was very helpful and friendly. Whole staff was very professional and answered all my questions. I haven’t received my aligner kit yet but i am looking forward to it.
Will definitely share my results once i am done with the process.
Thankyou once again.

Neha as well as all the other staff I encountered were very enthusiastic and helpful in answering my questions.

I had Neha as my Smile Guide at this Smile DIrect Club location in Brampton and she did a fantastic job! I have absolutely no bad things to say about this location smile shop OR the company in general! Fantastic job keep up the good work!

I had my first ever appointment last Friday and it was a great experience at the Brampton location. Neha was my SmileGuide. She gave me a lot of information at my appointment and was easy and comfortable to speak to. Thank you Neha for making my first experience with SmileDirectClub enjoyable.

Kind Kaya worked well and was very informative. They had run out of teeth whitening which was promised when booking. That was upsetting.

Neha was great. She helped and guided in every step and gave me a good advice. The whole staff was friendly. They promptly looked after me and help me finish my Smile scan effectively and efficiently. Thank you so much all!

Kaya was awesome and made me feel so comfortable in a situation which might be kinda awkward or uncomfortable! Would recommend to anyone who’s interested

I went to the the smileshop and absolutely loved the the service. Aliah was great! She made it super easy and comfortable to get the scan. She explained everything in detail and was lovely.

Very friendly staff, treated me very nicely. Smile guide was Rahul. He made me comfortable and cleared all my doubts about my smile. At the end, i was ready to start my treatment.

I went in to my 3D image session in Brampton and Leanne was amazing! Super helpful and kind! Can’t wait to start my smile journey!

Neha was very pleasant and informative
Great personality
My app was done in Brampton On Canada clinic

Neha was awesome she was has very welcoming.
And me and my daughter that she was very comfortable and great customer service

I cannot express how amazing my experience with Neha and the staff was at this Smile Direct Club. My consultation with Neha was phenomenal, she is very knowledgeable, friendly and extremely easy to deal with. I felt total confidence throughout the entire procedure and can't thank Neha enough for a fabulous experience. Definitely recommend seeing her if you're into interested in building a new smile.

Aliah was super friendly and super nice! Very patient and thorough! Happy she was the one that welcomed me to the smile club! Can’t wait to start my journey

Went to my appointment at the Smile Direct Club in Brampton and had nothing short of a good experience. When I first arrived the process was easy and the people that greeted me welcomed me with a smile. I got my first scan by Rahul. He's great, knows what he is talking about and left me with little to no questions after his explanations to me as to what was going on. Overall an amazing experience.

I had an excellent experience. Stellar customer service, state of the art technology, all round fantastic ambience

Neha was super knowledgeable, helpful and patient with me. If you are able to choose who to attend to you, I suggest you ask for Neha!:)

My appointment was at 4: 30, I arrived at the place at 4: 42. I was told that appointment automatically cancels after 10 minutes. Very inconsiderate staff and system. This is at the Brampton location.

The staff was nice and friendly, especially Neha, she took us all in and answered all our questions. They gave us more then enough time and did not rush. My daughter can’t wait to start using her smile direct invisalign.

Amazing experience! Rahul was a great gentleman, made the experience very comfortable. I was very concerned about my teeth but he made everything perfect. Highly recommend.

Rahul was amazing, he made the appointment comfortable and provided me with tons of information. I’m excited to start this new journey and achieve my new smile

Very informative. Very pleasant I left feeling confident
Neha was a pleasure to work with. Very professional.

If I could give zero stars I would. This company is the worst for Invisalign. I have been wearing the same tray for over a year because they fail to respond to me or to even follow up with me to see the progress of my teeth. I need a physical appointment and no one cares enough to return my call. They have taken my money and but not completed my treatment. Please do not be fooled by all their false ads. I do not want anyone else to endure the hardship I have.

I had an amazing appointment from the moment I walked in all the way up to the moment I walked out. Everyone at the smile direct club was so kind and considerate. I was in the care of Neha and she was just fabulous. She walked me through everything step by step, made me feel comfortable and reassured me every step of the way. I definitely made the right decision by going to them. As well as being the student their methods of payment helped me so much since I can pay in installments. I shared many laughs and a lot of smiles. I also went home with an amazing whitening gift which I am so excited to use. Thank you so much Neha and the team at The Smile Direct Club

Neha was incredibly friendly and well informed. I was a little apprehensive before going in but was very pleasantly surprised by how easy it was and how comfortable she made me feel. I highly recommend the experience.

My experience with The Smile Direct Club was Amazing! I had my appointment at the Main St, Brampton location. I was seen by LeAnne and she provided FIRST CLASS customer service, I came in with my daughter and she was very welcoming, she made me feel comfortable and we had a couple laughs together, very nice staff at this location. She was very thorough and LeAnne answered all my questions for me.