British customers of US-based dental company Smile Direct Club which sold ‘DIY’ braces and had them shipped in their place could be left in the dark after the company closed following the collapse.
The controversial firm offered aligners for around £1,800 without the need to see a dentist – before a last-ditch bid to save the business after it was saddled with debt failed.
Some people on social media claimed that clients were left with teeth that fell out or cracked as a result of the treatment not being personally supervised.
This differed from traditional dentistry that sees orthodontists or dentists apply braces and clear aligners after a personal consultation.
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Established in 2014, Smile Direct Club attracted customers because of its low prices compared to regular forms of teeth straightening.
Treatments with the business typically last four to six months, and clients receive online check-ins with dentists.
British customers of US-based dental company Smile Direct Club could be left in the dark after the company closes following collapse
People from the UK have reacted to the closure of the Smile Direct Club on social media
Now customers in the UK and elsewhere have been left stranded after the company said its customer support line will no longer be available, even though customers may need adjustments or check-ins for their aligners.
The company said those who want to continue their treatment should contact a local dentist.
Those on payment plans are expected to continue making payments to the company, even though they no longer receive the promised “lifetime smile guarantee.”
A Smile Direct Club customer from the UK, Ian Harris, told MailOnline that he has just paid £1,800 to Smile Direct Club for aligners which he now fears he will not receive.
“Looks like I’m going to lose £1,800 I just paid into Smile Direct Club. I went to visit them in Aldgate, London to fix some damaged teeth. They did 3D scans of my teeth and they looked really professional. But today I read in the MailOnline that they have collapsed,’ he claimed.
“Because I paid in full by debit card, I will not get any money back.
“They gave me a free branded lip balm – who knows, it might be worth something one day!”
Another UK customer, Gill, told MailOnline she is waiting for a set of aligners which she paid £200 for.
“Don’t expect there’s much chance I’ll get either the aligners or a refund,” he said.
“Being a customer since 2021, I was very pleased with the results. However, I felt I needed a top-up and they agreed to it about three weeks ago. I paid £200 for the extra alignments which I assume will now be cancelled.
“I feel very guilty as I have referred several friends who have all paid significant sums of money and are waiting for their aligners.”
Some people on social media have claimed that clients have been left with teeth that have fallen out or cracked as a result of not supervising the treatment in person
A third customer, named Marva, told MailOnline: ‘I had smiledirect removed last year. From the beginning the aligners did not work. I emailed the company repeatedly with no response.
“When I saw they were still advertising, I replied to one of the ads and told them that was the only way I could get in touch with them. They say they will refund but I have received money yet.
Others from the UK reacted to the closure of Smile Direct Club in X, with one writing: “Maybe Smile Direct Club went bankrupt… I haven’t ordered my retainers yet.”
Another wrote: “Wait…oh a year ago TO THE DAY I had a consultation with Smile Direct Club but decided not to, thanks f*** for that.”
Several people on Facebook also wondered what to do about their treatments, with one writing: “Disgusting how everyone treated us… I just signed up for my aligners, made my first payment and now I won’t even get my braces.”
Another customer wrote on Instagram: “I did six months [of] treatment – now what? I can’t finish?… This is heartbreaking.”
In a statement on its website, Smile Direct Club apologized for the inconvenience caused.
They wrote: “SmileDirectClub has made the incredibly difficult decision to end its global operations, effective immediately. For new customers interested in SmileDirectClub services, thank you for your interest, but alignment therapy is no longer available through our telehealth platform.
“For existing customers, we apologize for the inconvenience, but customer service support is no longer available. Thank you for your support and letting us improve over 2 million smiles and lives.”
