Impression kits were sent to customers, after which teeth molds were reviewed by dentists or orthodontists who oversaw the treatment process.

[14] In October 2018, SmileDirectClub raised $380 million in an investment round led by Clayton, Dubilier & Rice and Kleiner Perkins, for a $3.2 billion valuation according to Bloomberg.

[11][18] During the 61st Annual Grammy Awards, SmileDirectClub announced a collaboration with singer Shawn Mendes on a campaign to show "that confidence is gained with an amazing smile.

In a filing, SmileDirectClub reported that they were "able to successfully block the attack, no ransom was paid, and the Company's systems and operations are back online and performing normally."

Two security guards and a manager were injured by the gunman, 22-year-old employee Antonio DeQuan King, who was then shot and killed by responding police officers.

[33] The American Association of Orthodontists (AAO) has filed complaints with 36 state dental boards, alleging that SmileDirectClub violates regulatory standards.

[36] In September 2019, a group of customers filed a class-action lawsuit against the company, claiming SmileDirectClub engaged in false advertising and violating FDA regulations.

Due to a clause in SmileDirectClub's consent forms that require disputes to be resolved via arbitration, all but two plaintiffs in the lawsuit withdrew.

[37][38] In January 2020, the New York Times published an article revealing SmileDirectClub's usage of non-disclosure agreements worked to limit information about customers' dissatisfaction with its products, including medical concerns.

"[37] In March 2020, CBC News's Marketplace released an investigative report where they found the company had made misleading claims about their aligners and gave questionable treatment plans.

Another patient gave testimony that his dentist said SmileDirectClub's aligners "moved his teeth so fast that it caused some of them to detach from the bone."

"[40][41] In December 2021, the lawsuit was dismissed after a court ruled SmileDirectClub failed to meet its burden under the Tennessee Public Participation Act, the state's anti-SLAPP law.