Raquel R.
Good improvement, but disappointing support and refinement process
I completed my Smileie treatment and, while my teeth did improve, the final result feels only about 70% complete because my primary concern, the lower crowding, was improved but not fully corrected. To be fair, not everything about my experience was negative. The virtual impression appointment with Dr. Arooj was professional, patient, and informative. She took the time to explain the impression process, and I felt confident moving forward after that appointment. Unfortunately, the level of support after that did not match my expectations. Throughout treatment, I received no reminders when it was time to change trays, no meaningful feedback after uploading my progress photos, and very little communication about whether my teeth were tracking correctly. Most of my questions were answered with brief, generic responses, and I often felt like I was managing my own treatment rather than being actively monitored. My biggest disappointment was the refinement process. The Smileie website states that one free refinement is provided after treatment is completed. The patient portal also indicates that a refinement fee may apply if required progress updates are not followed. I completed my treatment, submitted my required progress photos, and followed the treatment instructions. When I requested a refinement because my lower teeth were still not fully aligned, I was quoted an additional fee. I asked multiple times why the published refinement policy did not apply to my case, but I never received a direct explanation. Instead, I was given general reasons why refinements are sometimes needed, which did not answer my question. There was also no formal treatment completion, follow up, or request for feedback after I finished treatment. The only reason I am writing this review is because I received a Google review link after my virtual appointment. Smileie did improve my smile, and I appreciate that. However, the communication, customer support, and post-treatment experience fell well short of my expectations. Based on my experience, I would not choose Smileie again or recommend the company to others.