Chad M.
I Paid in Full, No Product Delivered, Poor Handling of Medical Cancellationhad a very disappointing experience…
I had a very disappointing experience with AlignerCo. I paid for custom orthodontic aligners in full, with the final payment processed in December 2025. Despite this, no product was ever delivered, and no shipment was ever sent. Earlier in the process, before any aligners were manufactured or shipped, I notified the company that I could not proceed due to medical reasons. Even after this notification, the company continued processing payments and ultimately kept the full amount without providing any goods. I attempted to resolve this directly with AlignerCo, but their responses were slow and unhelpful, and they failed to provide a reasonable resolution. As a result, I had to escalate the matter through my bank and file a formal consumer complaint. This experience showed a serious lack of transparency, customer care, and accountability. Charging a customer in full while delivering nothing—especially after being informed of a medical issue—is unacceptable. I would strongly caution others to research carefully before doing business with this company.
Response from ALIGNERCOJan 20, 2026
Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience, as this is certainly not the standard of service or transparency we strive to provide. We understand how concerning it can be when there is confusion around payments, treatment status, or medical considerations. Patient safety, clear communication, and fair resolution are extremely important to us, and we regret that your experience did not reflect this. We would sincerely appreciate the opportunity to review your case in detail and clarify what occurred so we can determine the appropriate next steps. Our Customer Advocacy Team is dedicated to reviewing complex cases and ensuring that concerns are addressed thoroughly and fairly. Please contact us at 877-271-7417 so we can connect you with the appropriate team and assist you further. We remain committed to accountability and to improving our processes for all patients. Thank you again for your feedback. We value the opportunity to learn from this and to work toward a resolution.