Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My journey with Smileie began on March 5th 2025. After sending my impressions I received a 3D treatment plan via email April 6th, which I reviewed and approved. The visual imagining sent to me was confusing, since the teeth were not straight, I thought I was looking at was the current position not the fruition . Once I received the aligners, April 29th , I realized from the first to the last trays there was almost no difference. I immediately emailed with my concerns. They proceeded to tell me over and over that because I "approved" the 3D images for treatment that there would be no refund or rectification. They also said that they would be unable to straighten my teeth because there was not enough room . Allow me to mention that I am missing a molar and was told by my dentist there is plenty of room . I wanted to correct 3 slightly crowded bottom front teeth. Smileie *** then told that I would need to get interproximal reduction ?! And to find a local dentist. They also kept saying they have " full transparency " which is absolutely untrue . None of these situations were mentioned to me at all . 1 . They cannot straighten my teeth. 2. I would need to get all bottom teeth shaved down on both sides ( not happening ) 3. No guarantee , not sending promised product. Their website clearly states Money back Guarantee which they do not honor. I filed a dispute with B of A and got declined unable to barely plea my case. Sadly My loss is $549 . Images attached are of first and final aligner trays. I feel totally scammed .

  Business Response

  Date: 07/10/2025

  Dear Better Business Bureau,
  We sincerely appreciate the opportunity to address the concerns raised by the customer regarding their experience with **********************. As a company committed to providing high-quality, affordable at-home aligner treatment, Smileie takes every customers feedback seriously. Our goal is to ensure that each patient receives professional care, clear communication, and a treatment plan tailored to their dental goals and clinical feasibility.
  Customer History and Timeline:
  March 5, 2025: Customer placed an order and received our at-home impression kit.
  April 6, 2025: A 3D treatment plan was sent for review and approval. The customer approved the plan after reviewing the digital visualization.
  April 29, 2025: The full set of custom aligners was shipped and delivered to the customer.
  Post-Delivery: The customer raised concerns regarding the minimal visible changes between the initial and final aligner trays, expressing disappointment and confusion over the expected outcome.
  We genuinely regret that the customers expectations were not fully met, and we understand how disheartening that can be, especially when it involves a smile transformation.
  Addressing the Concerns:
  1. 3D Plan Approval:
  All Smileie treatment plans are created based on the impressions submitted by the customer and are carefully reviewed by our dental professionals. Before manufacturing any aligners, we send a 3D interactive preview so the customer can see the projected results. We do not proceed with production unless the customer has fully approved this plan.
  The 3D plan sent on April 6 clearly represented the projected outcome post-treatment, not the current state of the teeth. However, we acknowledge that 3D visuals can sometimes be misinterpreted by individuals not familiar with orthodontic imaging. If the customer found the visual confusing, we truly regret that we did not catch the misunderstanding earlier.
  2. Limited Tooth Movement:
  In reviewing the customers impressions and case notes, our clinical team determined that a more complex adjustment to the lower anterior teeth would require interproximal reduction (IPR), a standard dental procedure involving minimal enamel shaving to create space for alignment. We always suggest that IPR be conducted by a licensed dental professional to ensure safety.
  It is important to note that Smileie does not perform any irreversible procedures like IPR ourselves we only advise when it may be clinically necessary. The need for IPR was based solely on the lack of space, as determined from the impressions provided. The customers claim that a missing molar provides adequate space may be true overall, but unless space is adjacent to the teeth being moved, it may not resolve the crowding in the front lower arch.
  3. Transparency and Refund Policy:
  We strive for full transparency throughout the treatment journey. Our website and terms make it clear that once a treatment plan is approved and aligners are fabricated, the treatment becomes non-refundable, as the aligners are custom-made and cannot be reused. That said, we do provide a Satisfaction Guarantee which includes plan refinement or reevaluation in certain cases.
  However, we acknowledge the customer felt unsupported after raising their concerns. For this, we sincerely apologize. Customer satisfaction is central to our mission, and we are constantly improving how we communicate complex dental cases in simpler, more digestible ways.
  4. Resolution Moving Forward:
  While the customers initial refund request was declined due to policy constraints and 3D plan approval, we want to emphasize that Smileie is not in the business of taking advantage of anyone. Our goal is to provide affordable and honest dental solutions. If the customer reaches out to us again, we are more than willing to do one of the following:
  Reassess their case to explore possible re-treatment or refinements, free of charge.
  Offer a full refund of $549 to help the customer recover their investment, despite policy limitations.
  We truly want the customer to walk away from this experience feeling heard and respected, and we hope to turn this unfortunate situation into a resolution.
  Conclusion:
  Smileie takes every complaint seriously, and while our intentions were never to cause frustration, we recognize where communication could have been clearer. We hope the BBB and the customer understand that our actions were based on clinical protocols and standard industry practices, and that we are still open to resolving the matter with compassion.

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They asked to return the product and They have offered a full refund . I  hope this is truthful . 
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a $850 teeth alignment program for my daughter. The communication was terrible from the start- we followed the steps provided by the kit and would not hear back for months on end. I finally asked them to please refund us because it seemed it was not going to work for us. They refused to refund and we finally got the "trays" for the treatment. they worked to an extent but di not ***** the teeth. I have been trying sign into the website but there is customer portal . when I call they will provide a customer number. I have trying to purchase a treatment extension. They will not provide me with a link to purchase and any means to purchase this. so the program has not worked for us and they will not refund or help purchased the extension kit.

  Business Response

  Date: 04/21/2025

  HI,
  Weve reviewed the concerns raised by the customer and have since come to an understanding. We've addressed the customer's concerns and have offered a resolution that they are satisfied with. At this time, we consider the matter resolved and are committed to continuing to support the customer as needed.

  Customer Answer

  Date: 04/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  Date:02/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I am filing a formal complaint against Smileie for failing to honor their satisfaction guarantee. I purchased their service based on their promise of visible results, but after following all instructions, I saw no improvement. Despite my repeated efforts to resolve this issue, Smileie has refused to provide a refund to honor their satisfaction guarantee. The service was not delivered as advertised, and Smileie has rejected all attempts to resolve the matter. I am requesting a full refund of $643.18, as Smileie is in breach of both their satisfaction guarantee and my consumer rights.I have attached all relevant documentation. I trust the BBB will assist in ensuring this issue is resolved fairly and promptly.Thank you for your time and attention to this matter.

  Business Response

  Date: 02/20/2025

  Dear BBB Representative,

  We have extended multiple goodwill offers to the customer, including a free refinement at no additional cost. However, in the interest of resolving this matter amicably, we are willing to issue a full refund as a final resolution if recommended by you. Please see attached our detailed response on the matter.

  Thanks,

  ****** ********

  Smileie Inc

  Customer Answer

  Date: 03/03/2025

  I was able to solve the issue with Smileie after receiving  help from the BBB
  

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked for a refund due to not being a candidate for aligners suggested by my dentist who I have been seeing for 5 years and choose to do braces with my dentist. Smileie refuses to refund my money and thinks they know on what is best for my decision even tho they have not ever seen my teeth in person or know of my oral health history.

  Business Response

  Date: 03/03/2024

  The customer placed the order on Jan 15th through our installment plan and sent us a picture of her dental impressions on Jan 17th, she was informed on Jan 22nd that her impressions were not workable and was asked to remake them. She sent a brief email asking for a refund, our support staff asked for a reason and she responded on Feb 13th saying that she wasn't a suitable candidate and needed to get braces from her dentist. She was offered a virtual session with one of our dentists on the same day as we felt she was a suitable candidate. We did not receive any response from her and we sent her an email on Feb 17th stating that we were going to process her refund as it was evident she did not want to continue her treatment.

  When our staff went into the system to issue her the refund, we saw that she had already placed a chargeback on her credit card and got her first installment back on Feb 15th; Shopify (our payment solution provider) would not process any further refunds, once a chargeback has been opened by the customer through their credit card company.

  We received the letter from BBB on Feb 19th and at this point the chargeback had already happened.