Smile Direct Club They said they would offer support if I moved country, one time, and so I moved and then they refused to honour the offer but keep taking my money. Nashville TN

After a few weeks the fit of my aligners got progressively worse. I hoped that they would improve, if I used each one a little longer but that didn't help. Then Smile Direct Club told me they were pulling out of my country, which certainly caused me concern. How would I get support?

They assured me that support would remain unchanged. However, when I told them about the poor fit of my aligners and sent photographs, they took weeks to get in contact with me. I had planned to go overseas as soon as my 22 week programme ended and I told them that I was concerned about the delay, getting assessed for new aligners.

I didn't want to wait 4 months to get back home from my trip. They said that I could transfer countries, so I said that I would contact them from Europe. Guess what? They don't operate in Europe! They operate as far away as New Zealand (NZ) but they won't even send me a package to Europe (EU), so I can get my new aligners right.

They will send me a package all the way to NZ but not to the EU. In fact, they say they sent me one already but it has never arrived. They will not even accept responsibility for telling me that I could transfer my account to another country, even though I replied to the email that states "we can change the country of your account just once per account".

That sounds great, because I just want to transfer the country once. However, they won't even give me a country I can travel to, so I can pick up a package or get a consultation. The call centre staff will not even transfer my messages to any managers to resolve this situation.

All I want is my packages sent to a different address, that is way closer to the USA than NZ. It doesn't seem like rocket science to me to put a different label on a package. I think FedEx goes everywhere...

So, I cannot recommend Smile Direct Club to you. I've been trying to get a manager to contact me for several weeks but the call centre just keep fobbing me off. It has been the most frustrating business contact I have had since I was defrauded of a large investment.

They also kept fobbing me off, until I realised they had stolen my investment. I'm happy to share the email correspondence with anone who is thinking of using this company. You should know what you're getting yourselves into before you sign up. I wish I had known about the terrible customer service.