This has been an ongoing nightmare (updated)
This has been an ongoing nightmare since January 2026, and I'm still not finished. My original full treatment plan did not fully straighten my bottom teeth. I wore my last set of aligners longer than intended hoping it would resolve on its own, which pushed the start of this refinement process to January. Every single request for help has taken a minimum of three business days to get a response, often longer. The mould material they sent for the new impressions was defective and didn't set properly. They then charged me again for another set — despite this being their product failure, not mine. They then insisted I download their app, claiming it was required for a "smile projection," despite already having my molds. I didn't want or need the app and didn't see why it was necessary on top of physical molds already in hand. This went back and forth for over a month before it was resolved. I finally received my new aligners and took the requested photos. AlignerCo said they didn't fit. I explained they were properly seated and would settle further, which they did — any apparent shifting was almost certainly a result of how long this entire process has dragged on, not a fit issue. Despite the aligners settling properly, they asked for more photos, then said they didn't like those either, and requested new molds again — for a third time. I said no and asked them to just send the remaining aligners in my set. I tried their chatbot, which told me my case had been escalated. Nothing happened. I then emailed directly, giving a clear deadline for shipping confirmation. That deadline passed with no response. Today — nearly a week after my email — I finally got a reply: a generic apology forwarding my case to a "Resolution Team," with no timeline given. This is the second time I've been told something was "escalated" with nothing to show for it. To make matters worse, when they demanded yet another round of molds, they didn't even initially offer to cover the cost — despite this being a correction to their own treatment plan that failed to straighten my teeth the first time. They acknowledge the first set didn't fully work, yet have made every step of getting it fixed as slow and costly to me as possible. Seven-plus months in, still don't have finished aligners, and every delay risks further shifting in my teeth that could require even more correction. Would not recommend. Update: After posting this review, AlignerCo reached out, apologized, and assigned a Resolution Specialist (James Myles) who confirmed my aligners passed fit approval and is now expediting production of my remaining aligners. I'll update this review again once everything actually ships and arrives.