Reviewer Photos & Videos
AMAZING thanks to Maya
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
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.
Found where they saved the money
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 ...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.
- SmileDirectClub Online Store
- Verified customer
Poor response and solutions
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 ...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!
- SmileShop SA, Adelaide
- Verified customer
I felt so special
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 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.
My Disastrous Smile Journey
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...
Can no longer claim on private health insurance!
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...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.
Terrible customer service and never got my rebate claim
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.
So disappointed they said you can claim but don't give out provider numbers
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.
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
Be informed. Can no longer claim with Private health in Aus
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.
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.
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 :)
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.
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.
Worst Business in History - TOTAL SCAM
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...
Helpful staffs to getting better teeth
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.
- SmileDirectClub Online Store
- Verified customer
Worst customer service I have ever come across
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) ...- 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.
GREAT AT FIRST THEN DISAPPOINTING
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...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.
Questions & Answers
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?
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)
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!
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.
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?
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!
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.
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.
I wish to have my 12 year old son assessed for suitability for you treatment if I can.
Thanks for reaching out, John. Please give us a call at 1800 515 198 so we can help!
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