1 photo

SmileDirectClub

Chemist Warehouse Locations, SmileShop Locations, Online Store

smiledirectclub.com.au

4.7 from 1,387 reviews

Reviewer Photos & Videos

Your trust is our top concern. Companies can't alter or remove reviews from ProductReview.com.au.

CarolSydney, NSW

SmileShop NSW, Parramatta

AMAZING thanks to Maya

published 4 hours ago

Customer service was amazing, Maya really took care of me, she was attentive and very informative of the whole process, definitely will always request her on my next appointments. I wish there was 10 stars for this review, because the customer service provided by Maya was amazing... so glad I booked my appointment at the Parramatta store, definitely worth the while

Customer Service

Value for Money

Product Quality

Treatment StageI have had an initial consultation.

Store LocationParramatta

See all answers

Similar opinion? Write a review on ProductReview.com.au!

Montse

SmileDirectClub Online Store

Spamming emails

published 20 hours ago

I was interested in this product and went in for a scan. I changed my mind and told them on facebook but the spam emails and text messages won't stop.

Treatment StageI have had an initial consultation.

Return Claim MadeNo

1 comment

Emily W.SmileDirectClub15 hours ago

Hi Montse, thanks for leaving us a review. All customers can unsubscribe from texts or emails on their own, but we're happy to take care of this on our end as well. I'm sending you a private message, so we can resolve this for you. Best, Emily

Similar opinion? Write a review on ProductReview.com.au!

Other Dental Services

Dental 99

4.5

(16)

Core Dental Group

3.5

(24)

Smile Solutions

4.0

(13)

MGA Dental

5.0

(2)

See all Dental Services

ClaySouth East Queensland, QLD

SmileDirectClub Online Store

Found where they saved the money

published 1 week ago

OK starting at the beginning.
Sales? Excellent - really nice people, I understood they were sales and not dentists no issue there, anyone could drive the machinery with training.

The pack arrived - all good looks very professional.

The aligners were poorly finished, probably every second one I needed to "finish" off for them with a razor - remove plastic left over from where they cut it. Did not take much to drag a razor backwards over it to finish the product.

The alignment process was no real hassle beyond having to really hammer some of ...Read more

the aligners on every week. Hurt like hell but I could see progress. End result is better than where I started, however my alignment between top and bottom teeth are now out of whack, my upper teeth have moved to the right by half a tooth so my front teeth are off to one side. But on the plus side, my teeth are now straight, so win some lose some.

Value for Money

Product Quality

Treatment StageI have completed a treatment plan.

Return Claim MadeNo

See all answers

1 comment

Emily W.SmileDirectClub1 week ago

Thanks for taking the time to leave us a review, Clay. We always want to provide a quick resolution when issues arise, so we're disappointed to see this. Feel free to follow up with us privately so we can assist further. Best, Emily

Similar opinion? Write a review on ProductReview.com.au!

Find out how SmileDirectClub compares to other Dental Services

Know better, choose better.

Compare all

DEVT

SmileDirectClub Online Store
Verified customer

Poor response and solutions

published 2 weeks ago

My aligner journey was short, only 4 months. At the 90 day check in it was clear that my front teeth were not aligning as perfectly as what my 'smile plan' indicated. Despite receiving the automated "your smile is shaping up" response I logged an online chat complaint. The response was fast, but not satisfying: we'll evaluate it so please send pics and more info (no further specifics required, and why send more pics if they have the 90 day checkin pics?); we'll send you an impressions kit, charge you a deposit and then give you a pre-paid card ...Read more

when you return the kit - hell no, just refund the same card and maybe let me book in for a face-to-face like I did at the start, it's so much quicker. Now I am also reading reviews on claiming back from private health; I have never received any tax invoices from SDC so I haven't even tackled that side of the saga. Bottom line: not happy and wouldn't recommend, off to the orthodontist!

Value for Money

Product Quality

Treatment StageI am part-way through a treatment plan.

Return Claim MadeNo

See all answers

6 comments

Emily W.SmileDirectClub2 weeks ago

Thanks for leaving us a review. All virtual check-ins are reviewed by the licensed dentist or orthodontist overseeing the case. If a customer has concerns and they weren't identified in the check-in, ... Read more

we may ask for additional pictures. The majority of our SmileShops are closed, but customers who need a re-evaluation can chose an impression kit or a SmileShop if there is one open near them. We are happy to help with any questions or concerns you have, so feel free to send us a private message here. Best, Emily

DEVT2 weeks ago

Thank you Emily. I get the need for a follow up check in. I wasn't offered a face to face check in and just told I'd be charged and be refunded for the impression kit. That's not acceptable. How do I ... Read more

go about finding where the closest SmileShop is? And if it's not close I'd have to settle for the impression kit; I understand the charge but I am not happy to receive a pre-paid card as a refund; my card should be credited by the same amount. I really want this matter resolved and it's taking far too long. How do we get it sorted soonest? I'd suggest phone contact. Do you have my mobile #?

Emily W.SmileDirectClub2 weeks ago

All open shops are noted on our locations page on our website. This changes daily, so there may not have been a shop open at the time. I would be more than happy to help with any concerns, but for the... Read more

privacy and security of all customer information, I'm unable to discuss the details of any customer account publicly. Please send us a message here or reach out at reviews@smiledirectclub.com. Best, Emily

Similar opinion? Write a review on ProductReview.com.au!

Sharee SterzlMetropolitan Adelaide, SA

SmileShop SA, Adelaide
Verified customer

I felt so special

published 3 weeks ago

Angelina made me feel so at ease and shared my excitement with my journey to a beautiful confident smile. I highly recommend and can’t wait to get started. Five star service

Customer Service

Value for Money

Product Quality

Treatment StageI have had an initial consultation.

Return Claim MadeNo

Store LocationAdelaide SA

See all answers

1 comment

Emily W.SmileDirectClub2 weeks ago

Sharee, we really appreciate your positive review!

Similar opinion? Write a review on ProductReview.com.au!

M A.

SmileShop NSW, Parramatta

Amazing!!!!

published 3 weeks ago

Customer service was amazing & I can’t wait till my aligners arrive. Every detail was given to me and all questions were answered, so glad that I booked an appointment here.

Customer Service

Value for Money

Treatment StageI have had an initial consultation.

Return Claim MadeNo

Store LocationParramatta

See all answers

1 comment

Emily W.SmileDirectClub3 weeks ago

This is why we do what we do. Thank you for the feedback!

Similar opinion? Write a review on ProductReview.com.au!

CelesteMetropolitan Adelaide, SA

2 reviews
2 likes

SmileDirectClub

My Disastrous Smile Journey

published 3 weeks ago

My initial consultation at Westpac House Adelaide I was very happy with. The ladies were lovely and very supportive in answering my many questions. This made me super excited to start my smile journey. Awesome.
Smile Direct emailed me a few times prior to receiving my aligners to tell me what date they got the order and when my aligners had been approved and begun printing. Great.
My aligners came in the time frame I was told they would. Cool.
Then that’s about where it started to go downhill.
My first set of aligners didn’t fit. The bottom s...Read more

et was such a horrible fit that it bent and stuck up at the back leaving a huge gap between the back of my bottom teeth and the aligner. This was really disappointing. I called the customer care number for advice on what to do and they suggested sticking with the top week 1 aligner that fit but using the week 2 bottom aligner if that was a better fit. Ok. The fit still wasn’t perfect, there was an air gap between the top of my teeth and the aligner but fine, I wasn’t going to give up already and was happy to give Smile Direct the benefit of the doubt, it was just one set right? Unfortunately, WRONG. The next set didn’t fit perfectly either on the bottom, nor did the next set or the next. I called again, was told not to worry about it and keep on keeping on and I thought “you know what they do this for a living they would know better than me, I’m sure I can trust the process”. So I kept trooping on until set 4 when then the top set was no longer fitting properly either. So I e-mailed Smile Direct. I waited TWO WEEKS for a reply only to get an e-mail that said “we recommend you call”. So I did. But they then told me the opposite stating I should e-mail my concerns and add pictures, so I did. Then I got told those photos weren’t sufficient and was given a list of certain shots to take. Ok fine, I get the reasoning behind that, I’ll be patient and just do what I’m told. Mind you by now I was well past the set of aligners I complained about, however the next set and the set after that hadn’t fit perfectly either and I still wanted to make sure they were worth wearing and I wasn’t going through all this for nothing so I played by Smile Direct’s rules and sent through the photos they asked for, only to get another response almost a full two weeks later again to say “thanks for contacting us but we couldn’t find your account details”. By this time I’m thinking “are ... you .... joking. Am I being punked?”. So to be honest I gave up. I was like 3 or 4 sets past the one I was concerned about by this time anyway and had gotten literally nowhere so I just thought, I’m not even going to bother I will just keep going with the aligners they have given me and change them as I’m told too via my e-mail reminders (that’s at least one thing that was reasonably well done, the e-mail reminders that are sent to tell you when to change aligners and how long to wear them for. There were only two of these that I didn’t receive). So, I continued on with my smile journey only to near the end of it and realise my teeth were straighter on the bottom, yes, but not straight and I was about to run out of aligners. Even more of a concern was that the aligners had CAUSED a gap between two of my top teeth that wasn’t there previously. I was so worried that I went to my own dentist to make sure these weren’t damaging my teeth as opposed to fixing them or wearing them down because of the ill fit. The dentist recommended finishing my journey because maybe the gap would close by the end of my treatment so I thought, sure, maybe I’m just being paranoid, trust the process. However I e-mailed Smile Direct again just to make them aware and see what their advice was about my ill fitted aligners, my still crooked bottom teeth and my now gappy top teeth and HALLELUJAH, they managed to reply within 48 hours. Thank god! They asked for more photos, told me not to worry, sometimes teeth need a little more time and they will be happy to re-evaluate my smile if I’m not happy with it, but suggested finishing my journey. Sure, this makes sense to me and briefly makes me feel a little better however then I became concerned with the fact that once I had finished the aligners, as they take so long to make, I would have to wait potentially months between finishing the sets I had and getting re-evaluated, new aligners printed and then getting them shipped. What would happen to my teeth waiting all that time? When will I hear back about the photos? That’s a great question because I am STILL waiting for a review of the photos I sent in and an answer to my follow up e-mail THREE WEEKS LATER, even though I was told ‘3-5 business days’. Perhaps this was a typo on Smile Directs behalf and they meant 3-5 business weeks, not days! As you may be able to tell, by this time I’m really disappointed with this product and service and getting more and more disheartened with the process and frankly a little upset. So I think, screw e-mail, I’ll call ... AGAIN. By this time I have even more questions about things that have gone wrong or advice I need in relation to the aligners and re-evaluation as I’m on my last set with only a week or two to go. So I ring the customer care number for advice and get told there’s no ‘specialists’ available, I’ll have to call back. NO, I’ve had enough. I ask Smile Direct to call ME back ASAP. I get told if I want a call back I will have to wait at least two days. FINE. I’m almost out of patience with Smile Direct but I have the most miniscule amount left. I will use it to wait two days for my call. I can summon the patience for that, right? So the guy on the phone books me a time for a call back, 10am Tuesday. Can you guess what happens next? If you guessed that it came to 10am on Tuesday and no one called me then DING DING DING you’re a winner. Congratulations! I try to be patient a little longer. I wait until 11am. NOPE stuff this. I call THEM back. I get told “oh we have it in our books as scheduled for tomorrow”. I assure them I was told Tuesday at 10am. Then they work out that they’re working with the wrong time zone so my Wednesday is their Tuesday and the guy on the phone goes to wash his hands of me and hang up. But wait .... I’m not great with international time zones but realise if they’re in the US surely their 10am is the middle of the night for me right? “Yeah that’s about 1am your time” this guy says. So after having to explain to the guy that I will not be taking a Smile Direct phone call at 1am and having to ASK him to please reschedule, I ask for the next available call time, to speak with a specialist anytime when it is daylight in Australia. I’m so desperate to just get it sorted that I just say anytime someone can get back to me, just do it ASAP! I don’t care whether it is 8am or 6pm just as long as it’s not the middle of the night. He assures me that’s fine and someone will ring tomorrow. I calm myself down after another useless and disappointing phone call and convince myself it’s just one more day of waiting then everything will be sorted. WRONG AGAIN!

Value for Money

Treatment StageI have completed a treatment plan.

1 comment

Emily W.SmileDirectClub3 weeks ago

Thanks so much for leaving us a review, Celeste. We pride ourselves on the level of care our team provides, so this is disappointing to hear. If you need any assistance, please continue following up with me privately so I can help further.

Similar opinion? Write a review on ProductReview.com.au!

Jade JSydney, NSW

3 reviews
2 likes

SmileDirectClub Online Store

Can no longer claim on private health insurance!

published 3 weeks ago

I signed up for Smile Direct Club about a year ago via the Parramatta office.
I had decided to pay monthly, as they had assured me that it can be claimed on private health insurance.

I had claimed the first few monthly charges alright with my insurance company, but then at the beginning of 2020, the Smile Direct Club’s treating dentist looking after my plan has been deactivated by medicare, meaning health insurances will no longer process the claims. The receipts changed from displaying a provider number to providing a registration number. Thi...Read more

s is not accepted by health insurance, regardless of what Smile Direct Club tell you. I have gone back and forth with the SDC insurance team and my health insurance to try and rectify this but no luck, the dentists are NOT REGISTERED. I am left with over $2000 left to pay, and unable to claim any of it through insurance. I am extremely disappointed and outraged at this service and I would not recommend anyone using them, especially if you’re relying on claiming it on your health insurance.

Value for Money

Product Quality

Treatment StageI am part-way through a treatment plan.

Return Claim MadeNo

See all answers

6 comments

Emily W.SmileDirectClub3 weeks ago

Thanks for leaving us a review, Jade. Customers should be able to process a claim with their insurance, so this is concerning to see. If you need any assistance, we're here for you. Feel free to send ... Read more

us a private message and we'll look into it further. Best, Emily

Jade J3 weeks ago

The only way for me to claim is if my receipts had a provider number of a dentist who is registered in Australia, which apparently SDC doesn’t have.

Emily W.SmileDirectClub3 weeks ago

Feel free to follow up with us privately, so we can look into this further for you.

Similar opinion? Write a review on ProductReview.com.au!

Other Dental Services

Morphett Vale Dental Care & The Skin Studio

5.0

(1)

World Citi Dental

5.0

(1)

Brad Pearce Dental Surgery

5.0

(1)

Helena Street Dental Clinic

5.0

(2)

See all Dental Services

Jlo21

SmileDirectClub Online Store

Terrible customer service and never got my rebate claim

published 3 weeks ago

Was guaranteed a $50 visa gift card rebate for ordering the impression kit so I decided to try it. Returned the impression kit within the suggested timeframe and haven’t received the rebate. It’s been over a month since I returned the kit, I have contacted them numerous times and all they keep saying is that they’ll look into it and takes another 7-10 business days but I have yet to receive it. Very disappointing and unreliable, poor customer service. Would not recommend this company to anyone.

Value for Money

Product Quality

Shipping

Treatment StageI am part-way through a treatment plan.

See all answers

4 comments

Emily W.SmileDirectClub3 weeks ago

We appreciate you taking the time to leave us a review. Customers should receive the rebate via email within a few business days after returning the kit, so this definitely isn't right. Feel free to f... Read more

ollow up with us privately, so we can look into this further for you. Best, Emily

Jlo212 weeks ago

I have contacted you guys privately since returning the kit, so it’s been an ongoing issue since start of June and it’s now almost the end of July. All you guys have done is handball the situation and... Read more

inform me that the issue has been escalated and that I will be contacted soon but no one has yet reached out to me and I still haven’t receive my $50 rebate.

Emily W.SmileDirectClub2 weeks ago

I'm not seeing a message from you, but feel free to reach out again so we can further assist.

Similar opinion? Write a review on ProductReview.com.au!

Find out how SmileDirectClub compares to other Dental Services

Know better, choose better.

Compare all

Sarah B.Metropolitan Adelaide, SA

SmileShop NSW, Parramatta

So disappointed they said you can claim but don't give out provider numbers

published 4 weeks ago

So disappointed I called them up prior to the initial consult and asked if I could claim through my insurance and the answer being yes I proceeded with everything, paid and now they are unable to give any customers a provider number. Although I have a friends invoice and insurance form that I have sent to them with her dentists provider number. Very strange!!! Would not recommend anyone to this company. It is not in Australia as it says. They have messed me around for nearly 3 weeks trying to sort this out. I was looking forward to the results. Appalled is an understatement.

Treatment StageI have had an initial consultation.

1 comment

Emily W.SmileDirectClub3 weeks ago

Hi Sarah, thanks for taking the time to leave us a review. Many customers have successfully processed claims through their insurance, so this is concerning to see. We have a specialized insurance team... Read more

that works to resolve concerns like this. If you still need any assistance, please don't hesitate to follow up with us privately. Best, Emily

Similar opinion? Write a review on ProductReview.com.au!

Raymond

SmileShop QLD, Brisbane

Customers Service

published 1 month ago

Very good service by Sonia she was very helpful and made feel like I wasn't just another customer more then happy with Recommending just on the customer service thank you

Customer Service

Treatment StageI have had an initial consultation.

Return Claim MadeNo

Store LocationBrisbane Queensland

See all answers

1 comment

Emily W.SmileDirectClub4 weeks ago

Raymond, we love seeing this!

Similar opinion? Write a review on ProductReview.com.au!

Blake jSydney, NSW

SmileShop NSW, Parramatta

Be informed. Can no longer claim with Private health in Aus

published 1 month ago

We joined Smile Direct Club a year ago and the treatment went fine. We opted for monthly payments and was claiming it on Private health insurance each year. When claiming this year, we found out that the claim had been denied because the Dentist that does your treatment plans has been deactivated in medicare as its classed as Teledentistry and not orthodontics anymore. As such, we are now unable to claim Smile direct club anymore even though we were promised at the Parramatta location that we would 100% be able to with monthly payments. If you are considering Smile Direct Club then be informed that you cannot claim it through Australian Private Health as they have no provider number.

Customer Service

Value for Money

Product Quality

Treatment StageI have completed a treatment plan.

Return Claim MadeNo

Store LocationParramatta, NSW

See all answers

1 comment

Emily W.SmileDirectClub1 month ago

Thank you so much for taking the time to leave us a review, Blake. Many customers have been able to claim their insurance benefits, so we're concerned to see this. We have a specialized insurance team... Read more

that can answer any questions and provide next steps. If you still need assistance, please don't hesitate to follow up with me privately. Best, Emily

Similar opinion? Write a review on ProductReview.com.au!

F12345

2 reviews
3 likes

SmileDirectClub Online Store

terrible quality

published 1 month ago

first of all they only do the front 6 teeth, that's why its cheaper. The quality of the material is really low so its not strong enough to change the teeth in the time that they propose. Also they take a very long time to give out the aligners. They received my impression kit and didn't do anything for more than a month when I called to see what's going on they said its been a month since they got them so I have to do them again. Very poor performance. I don't recommend them at all.

Value for Money

Product Quality

Shipping

Treatment StageI am part-way through a treatment plan.

See all answers

3 comments

Emily W.SmileDirectClub1 month ago

Thank you so much for taking the time to leave us a review. We typically treat mild to moderate crowding, spacing, and general alignment concerns and all customers are provided with a 3D image of thei... Read more

r plan prior to treatment, so they can see the projected movement and results. All customers should receive aligners within 6-7 weeks of ordering. We're proud of the quality of product we provide, so we're disappointed to see this. If you need any assistance, please don't hesitate to send us a private message or email at reviews@smiledirectclub.com. Best, Emily

F123451 month ago

There is much more detail that I didn't write on the 1st comment to keep it short. I will list the issues I had with smile direct below :
1. in the 1st week of 1st month packet there were two bottom... Read more

aligners instead of top and bottom, so I waited for a few more weeks until correct aligners were made in factory and sent again. 2. in the 1st of week of 2nd month there were two top top row aligners and no bottom aligners , that took a few more weeks to fix.

Emily W.SmileDirectClub1 month ago

We appreciate the detailed follow up. I would be more than happy to help with any concerns, but for the privacy and security of customer information, I'm only able to do so privately. Please follow up... Read more

with us privately here or at the email address above.

Similar opinion? Write a review on ProductReview.com.au!

Lizard

SmileShop NZ, Auckland

Fab Service

published 1 month ago

Had a consultation. Very kind, friendly and helpful service from Diane. Process was explained very thoroughly. Was made to feel very comfortable. 10/10 would definitely recommend a consultation here :)
Thanks!

Customer Service

Value for Money

Product Quality

Treatment StageI have had an initial consultation.

Return Claim MadeNo

See all answers

1 comment

Emily W.SmileDirectClub1 month ago

We are grinning from ear to ear. Thank you for the support. We are always here for you!

Similar opinion? Write a review on ProductReview.com.au!

Other Dental Services

Wisdom Teeth Clinics

5.0

(2)

Ashton Avenue Dental Practice

5.0

(1)

Moe Denture Clinic

5.0

(1)

Moonee Vale Dental

5.0

(1)

See all Dental Services

Andres U.

SmileDirectClub New South Wales

Great service

published 1 month ago

I was attended by Alice where she guided me through the process. I found that the customer service was excellent and personalized. For the price point the product seems very solid. I'm awaiting my order and am excited for my new smile.

Customer Service

Value for Money

Treatment StageI have had an initial consultation.

Store Locationliverpool, NSW

See all answers

1 comment

Emily W.SmileDirectClub1 month ago

Thank you again for taking the time to share a review! We truly appreciate the support.

Similar opinion? Write a review on ProductReview.com.au!

Find out how SmileDirectClub compares to other Dental Services

Know better, choose better.

Compare all

BronnyBargo

3 reviews
1 like

SmileShop NSW, Parramatta

Growing skeptical

published 1 month ago

Told I'd get a smile plan back within 72 hours. It's been a few weeks and nothing. Support unhelpful, everyone pushes for good reviews online before you've got the product.

Customer Service

Treatment StageI have had an initial consultation.

1 comment

Emily W.SmileDirectClub1 month ago

Thanks so much for the review, Bronny. All customers should receive their SmilePlan within a few days after their impression kit is received or after they complete a 3D image appointment. This is conc... Read more

erning to see and we would be more than happy to take a look. Feel free to send us a private message here or send us an email at reviews@smiledirectclub.com if you still need assistance. Best, Emily

Similar opinion? Write a review on ProductReview.com.au!

JimmyTheBoarHunterMetropolitan Adelaide, SA

3 reviews
3 likes

SmileDirectClub Online Store

Worst Business in History - TOTAL SCAM

published 1 month ago

I wish I could give Smile Direct Club negative stars, I have never in my life come across a business so fundamentally flawed in its processes and a customer service team so incredibly incompetent.
There is a reason why there is a class action law suit against this company happening in the US. Please do your research, and do not give this company your money. Read the reviews from people who have actually started their treatment, not those that have just visited the smile shop. Go on facebook and check out the SDC Class action group and read peo...Read more

ples experiences. Go on youtube and watch videos from people who now have lifelong dental problems because of this company. My first experience with SDC was positive, I visited the smile shop and met some lovely ladies who were very friendly and great - but it was all downhill from there. I asked multiple times to receive an itemised receipt from them so I could claim the start of my treatment on private health cover (which they told me in my smile shop appointment would cover roughly half of my treatment and was ultimately the deciding factor in me going with SDC over traditional braces through my local orthodontist). My request was time sensitive, as I only had 2 weeks to get the receipt to claim it before my benefits ticked over to a new year. I made the request with plenty of time, and when it wasn't emailed through within a week, I contacted again to be informed that no receipt had been ordered. I asked again, stating I need it by (X) date, they assured me they would order it for me and it would be in my inbox within 72 hours. It still was not sent, and I reached out and enquired again - only to be told that once again it had not been ordered AND they didn't have any record of my conversations with them (Basically calling me a liar). I finally got the receipt, way past the date I needed it and therefore missed out of over $800 benefits from my private health insurer. I called my private health insurer and although they offer payment for the item number on my bill, they couldn't have paid the claim anyway because there is no provider number and no physical place of business for the treating dentist. So after all this, I could not have claimed on private health like I was promised. Secondly, noone actually checks the photos you have to send through for your 90 day check up. I asked for feedback on how the dentist thought my smile was coming along after reviewing the photos I had sent through, as I was not confident that with only a month left on my treatment plan, my smile would be completed. They reported they couldn't even find the photos I had submitted. A month later, I had finished my treatment and still not happy with my smile, I had a very minor issue to be corrected and my smile is now worse than when I started. I asked for a reevaluation. I submitted more photos, which sat in an inbox for more than 2 weeks before I followed it up as I hadn't heard anything. At first, they couldn't find the photos, but eventually did and then, after already wearing the same aligner for 4 weeks decided to send my photos off to be evaluated. I eventually was approved for new aligners (another 4 months of treatment after an initial 4 months), I had to do my impressions again, so waited for a kit to be posted out, did the impressions and sent back quickly, then waited for them to be received and evaluated, then my new smile to be planned. Finally got the email that my new smile was ready, and even though there was no mention in the email that I had to actually ORDER the new aligners, I double checked in my online dashboard and ordered through there. I have now been wearing the same aligner (the last aligner of my initial treatment) for more than 8 weeks. I have contacted them today to ask for an update, to be told that my aligners have not even been ordered. This means that I will have to wait another 6 weeks for production and another 2 for postage, meaning I will be wearing the same aligner for 4 MONTHS. Multiple times I have asked for a contact of someone in management or complaints, and have been told that there is noone to contact. The total process is not only infuriating, and I'm more annoyed that it's worked out more expensive than going through my orthodontist who I could claim on private health and would actually be able to see face to face regarding my treatment. I'm actually one of the lucky ones as there are thousands of people out there who have had to suffer through surgeries and ongoing dental problems because of this company and their practices. PLEASE AVOID THIS COMPANY AT ALL COSTS.

Value for Money

Product Quality

Treatment StageI have completed a treatment plan.

Return Claim MadeNo

See all answers

1 comment

Emily W.SmileDirectClub1 month ago

Hi Jimmy, thank you for taking the time to leave us with this feedback. We are concerned to hear about this as we pride ourselves in providing the best experience possible, but we would like to help i... Read more

n any way we can. In order for me to better assist, please reach out to me directly at reviews@smiledirectclub.com. Best, Jeff.

Similar opinion? Write a review on ProductReview.com.au!

BenSydney, NSW

3 reviews
2 likes

SmileShop NSW, Parramatta

Helpful staffs to getting better teeth

published 1 month ago

The experience to getting my teeth scanned with Smile Direct was a smooth process, thanks to Alice who helped me. She guided me step by step to make sure I understood everything. Overall a friendly environment to be in. Can't wait for the aligners now to start my journey.

Customer Service

Value for Money

Product Quality

Treatment StageI have not yet begun any treatment or had a consultation.

Return Claim MadeNo

Store LocationParramatta

See all answers

1 comment

Emily W.SmileDirectClub1 month ago

We're thrilled to read this. Thank you so much, Ben!

Similar opinion? Write a review on ProductReview.com.au!

AnnoyedSydney, NSW

2 reviews
3 likes

SmileDirectClub Online Store
Verified customer

Worst customer service I have ever come across

published 2 months ago

I'm giving two stars because the aligners have moved my teeth a bit, and it's not a complete waste of money.

But, I would never recommend these people to any of my friends.

My first impressions were great - nice people at the smile shops. Real people on the phone to confirm my order, etc. But once the order was made, it was like I was forgotten about. My aligners took about 11 weeks to arrive, I had to follow up multiple times.

My payments looked like they weren't being processed, so when I followed up (to try to help give them my money) ...Read more

- I was told that my plan was actually $300 more than I had agreed to when I had given my card details. Apparently the payment confirmation email I received was not "proof" enough that was the amount I was supposed to be charged. The customer service staff were dismissive and downright rude about it. I ordered by retainers about 2 months before my plan was due to finish through the patient portal, followed up today to check when they would arrive and was told that there was no order in the system and will have to wait another 6-7 weeks. They again asked me for proof that I placed the order. They wouldn't email me confirmation of placing the order whilst I was on the chat and they once again dismissed me and ended the chat without asking. My advice to anybody who has already ordered Smile direct club would be to document anything and everything to do with orders and money. Or if you haven't ordered already - just go with a different company.

Value for Money

Product Quality

Shipping

Treatment StageI am part-way through a treatment plan.

Return Claim MadeNo

See all answers

1 comment

Emily W.SmileDirectClub1 month ago

We appreciate you taking the time to leave us a review. We're concerned to hear about this and would be more than happy to look into any questions or concerns. Feel free to message us privately, so we... Read more

can get some additional information and look into this further. Best, Emily

Similar opinion? Write a review on ProductReview.com.au!

LouiseGreater Melbourne (Metropolitan), VIC

SmileDirectClub Online Store

GREAT AT FIRST THEN DISAPPOINTING

published 2 months ago

The team at Epping Chemist Warehouse were friendly and put my mind at ease. Aligners arrived when they said they would and had no issues until about halfway when they were no longer fitting. Had to go back to Epping and get them re-scanned and then wait for 7 weeks for the new aligners to be re-sent, still wasn't a problem for me as I understand they can't be 100% accurate.

My last aligners really hurt my teeth to the point that two of my teeth are now so sensitive that I have had to change toothpaste and have to avoid cold drinks. Tried chat...Read more

ting and calling which took so long and they didn't seem to care and just told me to go see a dentist, which was an out of pocket expense for me. The dentist advised they were most likely moved too quickly. Today I asked when my retainers were coming, which were ordered about 5 weeks ago and they said I never placed and order. When questioned if I ordered today when they would come they said 7 weeks plus shipping! I finished my aligners 2 weeks ago! Again, they didn't seem to care and ended the chat. Would not recommend to any friends.

Value for Money

Product Quality

Shipping

Treatment StageI have completed a treatment plan.

Return Claim MadeNo

See all answers

1 comment

Emily W.SmileDirectClub1 month ago

We appreciate you taking the time to leave us a review, Louise. All SmilePlans are approved by an Australian-licensed dentist or orthodontists who prescribes a safe amount of movement. We always want ... Read more

to provide quick resolutions when issues arise, so we're disappointed to see this. Feel free to send us a private message, so we can assist further. Best, Emily

Similar opinion? Write a review on ProductReview.com.au!

Page 1 of 70

‹ Prev
1
2
3
4
…
Next ›

Questions & Answers

Samantha N.asked 2 months ago

SmileDirectClub

Just got my aligners today. I've worn them for 10 hours now and have just taken them out to have a break and my jaw is in soooo much pain. Has anyone else experienced that?

3 answers

Alex C.2 months ago

Hi Samantha.
Yes, I get the same pains whenever I put a new set of aligners in. I think the first set hurt the most then afterward its not so bad. You actually start to look forward to that feeling later on because you know they are being moved into place. Good luck (Side note: if it bothers you a lot, switch aligners before bed that way you wear them in while you sleep)

Emily W.SmileDirectClub2 months ago

Hi Samantha, thanks so much for the question! Some discomfort is normal in any clear aligner therapy treatment, but our dental team is always available to help with any treatment related questions. Feel free to send us a message if you have any concerns!

Clay2 months ago

Yep Sam the first weeks are brutal, Don't buy anything you need to chew as you will be in tears, and quite a few points along the journey the teeth really start moving and hurt like hell. I turned a corner at around 4 months and they were moving less and the pain was less. Just make sure all the burrs are removed around the edges so your gums don't get cut and you should be fine. I skipped a few meals initially because I thought removing the aligner might pull tooth out, but after 24 hours it was getting better. Process was bloody painful but somewhat worked.

Nessasked 2 months ago

SmileDirectClub

Why are all your 5 star reviews from people who have only had an initial consultation, and all your 1-2 star reviews are from people who have actually experienced the treatment?

6 answers

Tatiana R.2 months ago

I was one of the costumers that was happy when started. After few weeks when you need to experience the after sale people, starts your nightmare!
Can get even worse is you need talk to one of the dentists! Ooh my God what a nightmare has been my life eve since I start the treatment. Suppose to be 6 months, now its almost 1 year, I lost one tooth and I have gaps I didn’t have before on my teeth! Run from this people!

Ness2 months ago

Thanks, Tatiana! You have saved me from making a mistake. I have already ordered a mould kit, but I'll be happy to lose the $70 and move on. The reviews are too awful to consider using this service.

Emily W.SmileDirectClub2 months ago

Hi Ness, thanks so much for your question. All Australian customers who complete an impression kit or a SmileShop appointment are sent an invitation to leave a review here. Customers who have completed treatment have to seek out our ProductReview page to leave a review, which unfortunately tends to be customers with negative experiences. We're working on incorporating this review invitation later on in the customer journey, so future customers can see reviews from every step of the journey. We're more than happy to answer any questions you have!

We appreciate you answering this question, Tatiana. We're disappointed to see this. Our dental team is available to assist with any concerns. Clear aligners do not cause teeth to fall out and is a completely safe treatment option, so we would really like to look into your concerns. Please send us a private message if you still need assistance.

John Haggartyasked 3 months ago

NSW, Miranda

I wish to have my 12 year old son assessed for suitability for you treatment if I can.

1 answer

Joy S.SmileDirectClub2 months ago

Thanks for reaching out, John. Please give us a call at 1800 515 198 so we can help!

5.0

(1)

See all Dental Services ›

+61 1800 515 198

Other Dental Services

Dental 99
4.5
(16)
Core Dental Group
3.5
(24)
Smile Solutions
4.0
(13)
MGA Dental
5.0
(2)
Morphett Vale Dental Care & The Skin Studio
5.0
(1)

See all Dental Services ›

Listing monitored by SmileDirectClub representatives.

ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.