32 questions from our users
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?
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.
how much cost?
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 d...
is there a way to directly get in contact with staff that work at this specific smile shop. i need information from my initial consultation that apparently isn't available to smile direct club.
Hi there, Marylou. I hope you are having a nice day. We have internal numbers to the SmileShops and we can take care of any issue regarding the scans. Could you please contact us via email at firstname.lastname@example.org so we can better assist you?
I am having so much trouble getting answers through emails, I live in Karratha WA so it would be very hard for me to go in store service, what could be the best way to have actually someone I can talk to about the treatment, as I am not happy with the results at all, and I just finished the 4 months treatment , going to retainers just today.
Thanks Marcia Diaz
I hope you are doing great. I'm truly sorry for all the inconvenience you have experienced, we will be more than happy to take a look on your case to find a solution, please send us an em...ail to email@example.com and we will be more than happy to assist you!
I need to straight my teeth and fill the gap .
I just wandering about the total course including charges.
Hi Shilpa, we will be more than happy to assist you with any questions you have, you can either start with an easy-to-use $25 impression kit or by assisting to a free scan appointment in one of our Sm...ileShops. If you get approved for the aligners, we offer you two payment methods; a single payment of $2,825 or SmilePay, which consist in a convenient monthly payments, $299 deposit, $119/mo. for 24 months ($3155 total). Please let us know if we can continue assisting you, for more details, you can also check our website: https://smiledirectclub.com.au/en-au/. Luana
How do I get a full refund after months of being mucked around..
Aligners that don't fit, cutting my mouth.. 2 sets of aligners.. bad customer service, emails .. calls, texts...
No, I don't want any more " customer service" . I want a refund.
I have all emails etc ready for " department of fair trading Australia "
I'm truly sorry to know all the issues you have experienced, We will be more than happy to continue assisting you. In order to do so, please email us at firstname.lastname@example.org
ive contacted someone through Facebook messenger and they tell me they will email me.
Great! Do not hesitate to contact us Sarah, we will always be more than happy to assist you!
I have been waiting 14 business days since my request to get a refund due to my shocking experience with your product and service . I have contacted your team several times to follow up but get the same pathetic answer that someone will call me back in 3-5 business days . What kind of organisation to you run ?
Hi Amrita, I'm truly sorry for all the inconvenience you have experienced. Please contact us at email@example.com We will be more than happy to continue assisting you.
I expect SmileClub to contact me considering I have been waiting for well over the time frame originally advised . I have waited 18 business days to get a call back and have tried to contact the right...team on 5 occasions ( I have email records for all of them ) . I am current preparing my case for VCAT - the Victorian Civil and Administrative Tribunal and Consumer Affairs as I have no other option to get a refund for the kind of product and service provided . SmileClub has my email (as per my product review ) and therefore I’m sure you have my other contact details to make the effort to contact me.
Hi Amrita, we are concerned to hear about this as we want all our club members to receive the proper assistance. In order for us to provide the proper assistance, please reach out to us at reviews@smi...ledirectclub.com. We have a team that will be able to respond in real time in order to provide you with the proper assistance.
Am I eligible for this treatment if I still have some fillings to do?
Hi Valetene, thanks for your question! We recommend all dental work be completed prior to starting treatment to ensure the best fit for the aligners. Feel free to give us a call or email if you have any other questions.
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 la...
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. Fe...el 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 den...
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 complete...d 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.
Hi, Can I please hear from people who have completed the program? How long did it take. Were there any complications. Did you get the help you needed along the way. Are you happy with the results?
I have been to two orthodontist. Both said I needed a tooth removed to make space and a time frame of 18 month. Smile Direct are saying no tooth removal and approximately 6 months??? I'm a little skeptical.
Hi Melissa, thanks for your question! We've been able to create over 1 million smiles and have plenty of reviews on our website from customers who have completed treatment. We've encouraged our custom...ers to leave reviews on here as well and we're hoping we'll see more in the future. If you ever have any questions, feel free to send us a message here!
My daughter completed the treatment 2 months ago. They never sent out the retainers to wear at night and now her teeth have moved back. I have spoken to the call centre turns out she wil...
Retainers are recommended for any teeth straightening treatment and include this in the pricing page of our website at https://smiledirectclub.com.au/en-au/pricing/. We recommend our retainers be repl...aced every 6 months, but customers are always able to seek another retainer option outside of SmileDirectClub. Feel free to send us a private message, so we can assist with this, Sam.
Can I please have someone ring me on 0211179810 . We would like to ask a few questions about my daughters teeth. We live in Kerikeri in the Bay of Islands and rather than travel all the way down and do the kit test. We need a little bit of advice prior .
Thank you Alex
Unfortunately, I'm unable to schedule an outbound call, but you're more than welcome to call our customer care team at 1800 515 198 any time.
What Australian health insurers cover this?
Your private health insurer may cover teledentistry. Since SmileDirectClub does not accept direct payment from insurance companies, we can’t help you get information regarding possible reimbursement. ...We’re still here to help. Below we have provided you with the dental item numbers so you can check into it yourself: 825 each aligner set. Enter this number twice: once for the upper and once for lower 811 retainers. Enter this number twice: once for the upper and once for lower
Hi Damo d.
I did some research myself and checked with Bupa; Medibank; HCF; HIF and HBF....Currently these health insurers DO NOT cover teledentistry.
I’m not sure if much has changed over the past year ^^ but I am with AHM and I entered both item numbers and they are covered 100% ... my limit is $1800 so essentially I would only be paying a ver...
Where will I be able to get the lip balm?
Can I come into your Parramatta location and buy some?
Hi Rosealba, we currently do not sell our lip balm in Australia but it does come complimentary with each SmileShop visit as well as being included in the aligner kit.
Hi. I am wondering if this price is for top and bottom teeth
We have two pricing options available that are the same for any customer's treatment. If a customer is eligible for treatment on both arches, they'll pay this amount.
So does this mean there is a different price for only one arch if needed?
We're already up to 60% less than other teeth straightening treatments, which is why all customers pay the same price regardless of their treatment plans. The same amount of care goes into creating th...e plan, having it reviewed and approved, and creating, shipping, and fulfilling all aligner orders. All customers have access to our dental team and our 24/7 support team.
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