SmileDirectClub
Chemist Warehouse Locations, Online Store, SmileShop Locations · See All
- smiledirectclub.com.au
- ✓ Verified company
- Award Winner 2023
2,565 reviews · Statistics
- See all reviewer photos
SmileDirectClub is a ProductReview.com.au Awards Winner for 2023. Learn more
Customer Experience
SmileShop NSW, SydneyInitial consultation was very insightful and the consultant both knowledgeable and engaging
- Treatment Stage: I have had an initial consultation.
- Return Claim Made: No
- Store Location: Westfield Sydney City Centre
Pleasantly surprised
SmileShop QLD, BrisbaneThey were so helpful and informative and I am now so excited to get started!
- Treatment Stage: I have had an initial consultation.
Ignore the 1 star review. Should be zero
SmileDirectClub Online StoreDid my impressions and everything I was asked to do. Noticed a refund of my deposit with no explanation at all, sent an email asking why I was refunded my deposit and got a generic response say my requested refund had been processed. I never requested a refund. Sent another 3 emails asking why with no response. Finally got onto someone through the chat, to which I was told I was disqualified… not suitable. I know my teeth aren’t great, but thanks for getting my hopes up.
- Treatment Stage: I have had an initial consultation.
Poor customer service- No access to account 1 week into the treatment plan
SmileDirectClub Online StoreI just started with my treatment. I got my aligners in time no complaints there and they seems to be as was explained to me. But as you can guess from the title the customer service is so poor. I still can't access my account. I have called so many times to rectify the error and was told lies every single time. Even after getting my aligners and wearing them for a week I haven't been able to access my account or even register them for that matter. I first registered the complaint about 4 weeks ago well before I got my aligners.
Second complaint
- Treatment Stage: I am part-way through a treatment plan.
- Return Claim Made: No
Find out how SmileDirectClub compares to other Dental Services
Know better, choose better.
Incomplete result
SmileDirectClub Online StoreSmile direct refuse to help correct an issue their aligners caused to my sons teeth he has been left with large gaps in his side teeth that should have been closed by moving teeth forward
When you try to get information and corrections the out right refuse to help and do not offer any solution
My orthodontist is disgusted in the result and has told me my sons teeth are no better than before and now he require further treatment to fix them
DO NOT USE THESE PEOPLE THEY ARE NOT ORTHODONTIST OR DENTIST
They take your money and refuse to take accountability
IM STILL WAITING FOR CORRECTIVE ALIGNERS
- Treatment Stage: I have completed a treatment plan.
- Return Claim Made: No
DON'T WASTE YOUR TIME OR MONEY - USE INVISALIGN OR MAYBE BYTE
SmileDirectClub Online StoreTrust me when I say... DO NOT even bother with this company.
I read the reviews before signing up, being optimistic about the one star feedbacks, I thought screw it... it's cheap and cheerful. $109/month for 24 month... not a problem.
...This was almost 18 months ago ha!
One thing I should mention is that my teeth were mildly overcrowded on my bottom row, just the 4 at the front and center. Nothing major, just enough for me to feel insecure that it wasn't perfect.
I was initially prescribed a 6 month treatment plan, about 3 sets in (or
... Read more3 weeks) the aligners were not fitting my teeth and were leaving huge 'air' gaps from not being flush... I was wearing these things 24 hours a day/7days a week following all the instructions provided from my 'professional'.- Treatment Stage: I have completed a treatment plan.
- Return Claim Made: No
Excellent service
SmileShop VIC, MelbourneWarm welcoming service, prompt attention and was informed every step of the way. Great service.
- Treatment Stage: I am part-way through a treatment plan.
- Return Claim Made: No
- Store Location: Emporium Melbourne
Do NoT Waste your time&money
SmileDirectClub Online StoreI will never recommend this company to anyone. My teeth are worse now-and my bite has changed.I didn’t get full refund.so pls don’t waste your time and money.
- Treatment Stage: I am part-way through a treatment plan.
Terrible customer service
SmileDirectClub Online StoreI have never, dealt with a company with such poor customer service, communication and in house processes. I ordered a retainer replacement and was sent out the top retainer only. When I called back to have this rectified I was again sent out another retainer however only the top retainer arrived, this happened a third time before I called again to complain that by this time (2 months) my bottom teeth had moved.
Smile direct then offered me further aligner treatment for both top and bottom teeth so I could re-straighten my teeth and hopefully
... Read morethen be sent out both top and bottom retainers. I went to a smile direct store and had 3D scans done again of my entire mouth, the aligner treatment was created and sent out however low and behold, the aligners arrive with just the top sets!!! I cannot fathom just how bad this company has been, I have had countless conversations with their team on the phone and over email with customer service reps, some have been unhelpful and rude, some promising to escalate my issue but then to never follow up again. I am now at the point where I am trying to get a full refund of all monies I have pad to this company, however as per usual this is proving extremely difficult. I would not recommend this company, spend a bit more and go through someone more reputable. Smile direct are absolutely not worth the time and money wasted not to mention the frustration.- Treatment Stage: I have completed a treatment plan.
- Return Claim Made: No
Find out how SmileDirectClub compares to other Dental Services
Know better, choose better.
Fantastic Service
SmileShop WA, PerthVery happy efficient, well explained and friendly service. Thank you Ashleigh.
- Treatment Stage: I have had an initial consultation.
Perhaps about to go out of business
SmileDirectClub Online StoreI had my scan in store and ordered my retainers and fully paid upfront on 14 June 2023. No retainers were ever sent. I emailed the company 17 times over the next four months and I would receive a reply stating "your enquiry is important to us" but no one would reply at all. I am not exaggerating. Not one reply. Not even when I wrote and threatened I was going to escalate to the ACCC.
I also called 14 times over a three month period and the operators would say "The Sales department is currently closed but we will have someone call you tomorrow
... Read more" but no one ever called. I can not begin to express how frustrating this was. In the end I felt this company was going to go out of business and take my funds with them, so by October I lodged a complaint with the ACCC and my bank to get a refund. Based on the lack of support and staff I think this organisation is either in trouble or a scam. Be very wary before you hand over your funds to this business.- Treatment Stage: I have had an initial consultation.
I can’t wait to get my set or Aligners and begin
SmileShop QLD, BrisbaneWhat a wonderful experience!! Thank you to Amy and the whole team at smile direct
- Treatment Stage: I have had an initial consultation.
Find out how SmileDirectClub compares to other Dental Services
Know better, choose better.
Ok product but terrible aftercare
SmileDirectClub Online StoreThe product is standard. You can get this at your dentist and get better service.
After 3 emails to them to try to order a new retainer set, they haven’t got back to me and they send me a reset password link at 11:30pm which is valid for 2 hours.
- Treatment Stage: I have completed a treatment plan.
- Return Claim Made: No
Worst. Experience. Ever.
SmileDirectClub Online StoreWhere do I begin? This company is absolutely horrible and I wouldn't trust them with your money. I should have stuck to my gut when I read all the BBB reviews, but I went ahead and ordered the impression kit and sent it in. It took around a week or two to get my dental plan information, have my insurance applied, and then I decided to purchase. During the purchase, I accidentally used a newer email address and created a new account rather than purchasing through the existing account. Immediately realizing my mistake, I called in to get the two
... Read moreaccounts merged. They said no problem, it would be taken care of. I called back two weeks later because I was sent a new impression kit and kept getting calls and emails to send the kit back to get started. I was confused, because I was told this was already taken care of. I spoke the first rep who confirmed that the accounts had NOT been merged, and she couldn't even locate my purchase transaction. I was passed around to multiple representatives, on one was able to help resolve this issue and one even hung up on my after I expressed my frustration for being on the phone for 45 minutes at this point. I called back after being up on and was told, yet again, that there was a request submitted to merge the accounts and I would get an update soon on when my aligners had shipped. I hadn't heard from them in over a week, so I decided to call back again today. You'll never guess what happened: the accounts still aren't merged and yet again, it took supervisors reviewing my account to find my transaction because they tried telling me I never submitted a payment again. I was finally able to submit a refund after almost 3 weeks, and request to have my account canceled. However I've emailed customer service twice trying to escalate these issues and have gotten nothing in response. An absolute joke. Do NOT make the mistake I did and go with Byte -- they are cheaper, kinder, and MUCH more competent. Also, check out the New York Times article written about how they have their clients sign NDAs so they don't speak out about their horrible experiences. I shouldn't even be surprised at this point.- Treatment Stage: I am part-way through a treatment plan.
- Return Claim Made: Yes
HORRIBLE PEOPLE and HORRIBLE COMPANY!!! No not use!!!
SmileDirectClub Online StoreContacted smile direct to organise aligner touch ups as my teeth were moving crooked and in the wrong direction. They sent me out an impression kit which I completed and sent back. 5 weeks later I received an email stating that my new aligners were ready to be ordered and I made payment of $300. An hour later I received an email with my “new contract”. Someone within the smile direct team had made an error and signed me on as a new client instead of organising an impression kit as an existing customer which meant I was to pay $4000 across a 24
... Read moremonth period (which I had already done). I contacted them explaining their error to which they explained that was a mistake on their behalf and that they will process a refund. I have spoken with 8 different people in the last week and each time I speak with a new person they advise that a refund request hasn’t even been put though and that they will do it for me now…. Which I find hard to believe since I have received an email each time telling me my refund has been requested. It’s now business day 10 and I called again this morning and to my horror the lady I spoke with advised a request still HASNT BEEN PUT THROUGH. My suggestion if you are going through the same thing get everything in writing so if you need to escalate the matter to consumer affairs or take legal action that you have a paper trail. None of their workers have any idea what they are talking about, are all horribly rude and unhelpful. You can’t even speak with a supervisor because their a day behind and never have anyone high up working. Please please please do not use this company, spend the extra money and go elsewhere because 1- their treatment plans don’t work and 2- the customer service I’ve received in the last year has been less then dismal. I WANT MY MONEY BACK!!!!- Treatment Stage: I am part-way through a treatment plan.
Questions & Answers
Hi, i got my plan approved, but disappointedly, it was only for an upper aligner, not a lower. Both upper and lower were scanned, and both need work. For the people who are raving about the results - did you only do upper? Why scan lower if it's just upper that are treated?
Thanks
I have tried numerous times (different days) to use the webpage and all I ever get is there something went wrong. Is this normal?
I have never had this error message, the website always works for me.
Hi there, our website is www.smiledirectclub.com
If you have any questions at all, please let us know or send us an email to reviews@smiledirectclub.com and we will be more than happy to help you.
how much cost?
Hi Rob
I opted for fortnightly payments of $139 for 12 months also $299 deposit. Total $3635 or the other option is to pay one of payment of round $3300 bare in mind that you wont need to visit the dentist ever again as all the trays are sent to you on the first package
Hi I’m thinking about getting aligners from smile direct but I just came to know that one needs to order retainer $165 after every 6 months.
Is that true?
Get an answer from our members and SmileDirectClub representatives
Details
 | | | | |
|---|---|---|---|---|
| Category | Dental Services and Physical Shops | Dental Services and Physical Shops | Dental Services and Physical Shops | Dental Services and Physical Shops |
Contact info for SmileDirectClub
- ABN: 62632280310
Extra Information
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.