Candid Reviews 304

Horrible experience and costumer service. Don't invest in your teeth with this company, they will abandon you. Go with literally any other company.

Stay away from this company. I was supposed to be done with my aligners 4 months ago but we had to order 2 more months due to my bite being way off at the end of the treament. Those 2 additional months of new liners didn't fix the problem, now I'm on a 3rd set for another 2 months of aligners and they don't seem to be fixing the issue either. In additiion, the liners kill my mouth and gums and leave sores in my mouth with every liner! I have to use sand paper to reshape them. The platic goes so far past my gums in into the top fold of my inside lip where it attached to the gums. So ridiculous. Once the liners go past the teeth, they pinch inwards on my gums. Such a poor design and I'm probably going to have go to another place to fix my bite. My bite is so off that if I bite down as hard as I can, I would certanly break my teeth. I wish I was never talked into this process and it's been the worst decision I've ever made. Look elsewhere.

DO YOURSELF A FAVOR AND DO NOT USE CANDID.
I went through treatment with some difficulty. At one point I was shipped aligners that hurt. I contacted customer support and was instructed to reshape them with an emery board. I insisted on having new impressions and was sent replacement aligners. As we neared the end of treatment, I was not satisfied with the results yet. We had numerous conversations regarding this and eventually the agent became frustrated and blurted we cannot continue to treat you because we now longer have an Arkansas dentist. I used my last set of aligners as a retainer. That was about 1 year ago. I attempted to order a replacement aligner today. I apparently have been abandoned. I cannot sign onto the patient portal now. When you call them, one is instructed to send an email. This was their reply:
“ Thank you for contacting Candid Support. You have reached an un-monitored email address.

As of March, 2024 Candid is no longer able to continue serving its past customers. For additional retainers, or for further dental concerns, please speak with your local dentist or locate a dental provider in your area.

We thank you for your interest and support.”

My original experience with Candid back in 2021 was very positive - great customer service and very positive outcome with significantly straightened teeth. At the time, their business model provided the promise of being able to continue to order retainers directly through their online platform, which is highly convenient and cost competitive.

However, they have since changed to their CandidPro business model where in they discontinued the direct to consumer experience. I can no longer order replacement retainers and they provided existing customers no warning of this impending change and so therefore no ability to get in any "end of life" orders. When asked if they could give me the 3D model of my retainer and / or last impressions, they stated "the manufacturing model of the retainer is not shareable, so we are unable to provide that" without ever providing a reasonable explanation as to why that is. Hugely disappointing for a company that originally was so consumer friendly to turn their back on all of their original customers.

CandidCo now goes by CandidPro and they have been since March 2024 (according to their customer service rep). Their "other option" is to start over. This agency is a scam and the agent I spoke to had nothing tonsay after I told him how the company has screwed not only me, but 1000's of other customers.

I got my aligners in 2019. I was told then if I ever fell out of lign with my aligners to just go back a phase or two because my teeth may try to move back to their original position. Anyway, I start my journey close to end of 2019 and get to phase 10 into 2020. I lost my mom, my job, and became homeless twice -all this in a span of 5 months- and that made me quit my aligner journey because grief does that to a person sometimes. Long story short, I began again. I realized I needed a replacement for phase 8 as, while going between homelessness and moving from place to place, I lost phase 8. I called Candid Co in February or March 2024 asking for a replacement and they said my case was too old. I went to my dentist, as they have their own aligner brand, to see if they'd be willing to recreate a phase 8 by looking at my phase 7 and 9 aligners. They could not. They contacted Candid and apparently Candid went out of business. They referred me to another local dentist that worked with Candid patients before. That office contacted Candid (suddenly they are not out of business) and Candid tells them I need to email or call them to start over because my plan was too old and my teeth could have changed. MIND YOU I am already on phase 4 - my teeth did not shift or change. So I call them again and explain it all only to be told my case was old, they switched from CandidCo to CandidPro in March, and I had to start over.

HOW IS A PLAN, FROM 5 YEARS AGO, OLD AND I JUST TOLD YOU I WAS IN PHASE 4 SO CLEARLY MY TEETH DID. NOT. CHANGE.

It made zero sense and all came down to the fact that CandidCo, now CandidPro, is a scam and a fraud. DO NOT BUY THEIR PRODUCTS!! They will only go out of business again and rename/reinvent themselves to keep making more and more money.

Don’t do it!! I did it in 2021 because it was a cheaper option and it was a decent experience as far as using the app but the aligners didn’t fix my bite. My in-person dentist actually said candid aligned my front teeth so that when I bite down, it’s straight onto each other instead of slightly offset, which is bad for the jaw and for teeth because it gradually will grind down my front teeth from the constant contact. I told them about the issue and they tried sending a new set of aligners but those didn’t seem the issue at all. Now recently, I tried to get replacement retainers but apparently they don’t provide those anymore! How convenient! The people who provide aligners and retainers to clients… can’t send out new retainers for previous customers- even with all the information of our teeth that they still have saved in their database to print us new aligners! They previously were able to send out new retainers to us if we ordered through the app, now it’s not even an option because they can’t do it at all… talk about a dumb business model. Don’t get these aligners, you won’t be happy in the long run

Candid Pro Aligners

I am extremely upset with the terrible customer service I have received from Candid Pro Aligners. From the outset, my experience has been nothing short of frustrating and disappointing. My first set were definitely NOT made to fit my teeth and I constantly complained about the pain and agony it was causing me. I ended up stopping the treatment and then I was passed onto a service provider called LA Specialist. The second time around the aligners fit fine, but right at the end after spending 28+ weeks getting my gaps between my teeth closed they were meant to take an xray for my retainer to be produced. This is where the nightmare began. It took over 2 months just to get me to the dentist due to both candid and the dentist NOT returning my calls, emails etc. Meanwhile I communicated with them CLEARLY STATING that the last aligner set that I was wearing was in such bad condition that I would not be able to wear it, as the aligners would not last longer than 2-3 weeks before disintegrating. With this understanding, they still took a long time to get me in for my retainer appointment, knowing that my teeth would start reverting back with no aligner to keep them in place.

The lack of communication was astonishing—I have had to email and text multiple people repeatedly, only to receive minimal or no response. Each interaction feels like I'm starting over, with no continuity or follow-through from the company. The person who did help me was a lovely lady called Karen who didn’t even work for/with the company anymore!
It has taken six months just to get to my current position, and despite my persistent efforts, I am nowhere near satisfied. I have been cheated out of the full service that was promised to me, including no retainer at the end of services. Instead of receiving the comprehensive support and care that was advertised, I am getting a half-assed service with no guarantees. It seems like they are trying to avoid helping me rather than fulfilling their commitments. This constant back-and-forth, with me having to chase them up constantly, has been exhausting and incredibly disappointing.

The most frustrating part is the complete lack of accountability and transparency. Every time I reach out, I am met with vague answers and empty promises. It's clear that their main objective is to get out of providing the necessary support rather than ensuring customer satisfaction.

I am now on my third attempt to get the service I was promised, and my patience is wearing thin. I sincerely hope for a better experience this last and final time, as so far this is my biggest regret. Candid Pro Aligners, please step up and deliver the service you promised. Your customers deserve better than this endless cycle of poor communication and unmet promises.

From the beginning they were uncomfortable and bothered my gums. I asked multiple times if I could do another fitting for my teeth and they would not do it. The fit wasn't good I have to cut them so they didn't cut my gums and lip so much because when I told them they did nothing about it. I used all of my retainers and made it to the very end thank God but then when it was time to use the retainers they don't even go on my teeth they just pop right off! I let them know AGAIN that I needed a new fitting and still they did nothing so here I am STILL using my last set as a retainer because they won't go on! I contacted someone in customer service and they actually tried to make me buy more before they could see if I needed a new fitting! Why would I spend MORE on what I know doesn't fit?! Horrible!

I got my Aligners in 2018. I was never notified that they will no longer provide retainers. When I wrote to them about it, they said I have to go see one of their dentists to continue getting my retainers or "there are other options". Well, there are no locations that are not 3 hours or less away from me. I haven't received another response since I asked if there was a way to transfer my information to another company like SmileDirectClub or Invisalign. This is beyond unacceptable. And from what I've seen, no one has been given any useful information to move forward. I did not invest $2100+ for it to be reversed because they just one day decided they wouldn't provide retainers for their customers anymore.

Used Candid in 2021 and was actually pretty happy with the experience. Got to my last tray, it didn’t fix my whole bite but most of it..
i reached out to candid about continuing my treatment and they wanted to charge me another 2k and actually it was a little more since they increased their price..
Regretfully Candid was a bit scammy..

They will only reprint at ur cost the last tray but if you want to do say retainer 10-14 they won’t do that for you /:
Would be nice if they made it right but from my conversations with customer support don’t believe it will happen

They will make your teeth worse then say they can’t do any more after they do a few revisions. My teeth overlap worse on my bottom bite and my top row now has a gap. But they can’t do any more than they already have. Spend your money at a REAL orthodontist.

I had traditional braces as a kid but once that treatment was finished I didn't take the proper care afterward. Over the years my teeth shifted and became crowded. I decided it was time to get it sorted out. Which is when I discovered Candid.

I started my Journey with Candid in September of 2021 (09.28.21). It was initially meant to be a 10 month journey but ended up being a full year. Not knowing what to expect I followed instructions to a 'T' but the retainers never really fit snug. Twelve months came and went and Candid informed me I would need to do another round. It wasn't ideal but it was at no extra cost so I was OK with it.

My second round felt better. More snug and an exact fit if you will. It was promising. Ten additional aligners meaning another five months. At the end of this journey - yet again Candid explained I would need another round at no cost. Now I'm starting to not understand.

My Third and current round started in April (04.11.23) and was again - another five month journey. After two full years of treatment, multiple impressions, photos and interactions back and fourth we now sit with Candid.co saying "Your dentist thinks your teeth look great - you're done" only I disagree.

The two main locations in my mouth I was truly interested in fixing weren't completely fixed yet. I reached out to customer support to a surprising notice that Candid.co was no longer supporting direct to consumer aligners; but they agreed my teeth might need another round and would send out another kit - hopefully ending this journey soon.

Each time they send a kit they send the wrong size. It's like I have to remind them each time to send the large mouth kit or it won't fit. Weeks have been wasted with me waiting for new larger kits to arrive, impressions being rejected because of scraping, etc. With their business essentially closing I'm still waiting on my last kit, so I can hopefully finish with the smile I was hoping for.

I grow increasingly nervous this won't happen, considering their support was ending in December due to the company deciding no longer supplying retainers directly to consumers over 18 months back.

Ultimately - my teeth are straighter than they were; but they aren't perfect or what I was hoping to accomplish. I'll continue to wait and hope my FOURTH round is my final round - assuming it actually arrives.

Would I do it again with Candidco? The price was just right - cheaper than others... but the process isn't great, and if everything goes as it should moving forward my ten month aligner schedule will finally be complete after two and a half years!

So; no. I don't think I would. It's probably why Candid.co is only working with dentists moving forward.

This company is a scam,do not use this company!!

You can only email or chat with support. No way to get someone on the phone.

My top teeth moved, my lowers did not. I was told I’d have to pay to restart treatment without confirmation of refund or results after that treatment. I did the full treatment to what I was able but had to use a mid treatment tray as my retainer for the bottom. Just started Invisalign and it’s WAY different. Bands to correct my bite and attachments to help force movement. The trays are significantly smaller and less irritating. My treatment to fix what candid couldn’t, is only six months. I hate the dentist and wanted to avoid the price tag too. Not worth it when it comes to something you want nice for the rest of your life. Save yourself and spend the money on the real deal, under supervision of an orthodontist.

I went through four sets of aligners over 2 and 1/2 years and my teeth are worse than they were before I started. The last thing I was told was to cut off part of my aligners and keep wearing them because my bite will "settle". My top and bottom front line are not aligned and the teeth that knocked together are still being held right where they are by the aligners, No idea how this is supposed to help. $2000 down the drain.
Customer service is very difficult, you cannot, under any circumstances, talk with a dentist or orthodontist. Everything is relayed through someone who knows nothing about teeth, via chat. Absolutely no phone calls, even when the chat person promises someone will call you to talk about the issues you've had.

It's a shame how much the company has declined over the years. I completed my treatment in 2019 but have been ordering retainers ever since. The process to order retainers has went from straight forward to a mess. In the beginning, they would send you your retainers with whitening foam and a case. Now a days, they won’t even provide an order confirmation number or tracking number once you submit. It almost feels like you're being scammed.

For the past year and a half I've had to send a follow up email to customer service after I order a set of retainers to get a tracking number otherwise the retainers show up randomly at your house with no consistency in timeframe.

I've asked customer service if I would have to send a follow up email everytime I order going forward and they've ignored me. I've followed up two times and still no response.

Extremely horrible etiquette when dealing with customers. I'll never recommend them to anyone. Its such a shame.

Terrible experience and HIGHLY unethical company. Takes them forver to make the aligners, no communication, there is no resolution if you run into any issues. They have your money and ghost you. DO NOT USE THEM!

Terrible after care the upper left side my teeth developed very severe sensitivity to cold drinks, flossing, and brushing my teeth a few months after I finish my treatment with them. when I saw my dentist they find out my alignment was off so my left side was taking more pressure than my right side. I had to stop wearing the aligners nightly and now my teeth is slowly move back and all candid said was my treatment ended and to see an another provider I was even willing to pay for refinement but it was just a brush off. Don’t bother wasting your time or money and just see ant actual orthodontist in person. I regret going to this company and I hope their business ends so they can stop giving terrible treatment to other ppl and scam I already wrote comments on their social media too just so ppl can avoid this company at all cost.

I purchased Candid’s aligner treatment and while it’s been an improvement visually, it’s left my back gums and molars disfigured and I can no longer close my jaw properly. They promise you free refinements at the beginning so I addressed these concerns with them and asked for refinements to fix the issues, but they refused, claiming my treatment was over. Since this is a pretty major issue, I even offered to pay for refinements, but they told me they changed their policy and wouldn’t be giving me refinements, paid or not. I’m still completely shocked. I’m basically left dead in the water now and will now have to find someone else to finish a treatment I already paid for. Extremely poor business conduct, extremely poor customer service (rude and dismissive if they even respond at all) and ultimately an extremely poor treatment. And judging from the other reviews here, this kind of experience is universal with Candid, so I highly recommend you get aligners with another company that’s actually honest and ethical and doesn’t blatantly scam you.