Reviewer Photos & Videos
My smile is amazing now I can smile without hesitation
Did 3D scan for my retainers staff was amazing very satisfied I finished my 6 month aligners I can bleach it it’s really works yahoo best decision I made for fixing my teeth luv in it
I always feel heard with smiledirect club, thank you
I’m loving my new smile ❤️ Little adjustments needed but I am great full for the customer service support, it has always been great. I always got my enquiries answered quickly.
- SmileDirectClub Online Store
Go see a dentist and get it done right.
Getting scanned at the office was easy. Received the retainers and off we went.
Was suppose to get a check in email after 3 months to upload photos of progress. That never came.
I shot off emails to support, didn't hear back for a few weeks.
Was told to upload photos, done, didn't hear back until I was 5 months into my 6 month treatment.
All it said was the dentist wanted to give me a new set of aligners and I had to go get scanned again. No specific details about what they weren't happy with. I was actually quite happy with the progress.
So went and got scanned again, and waited a month for the new aligners. ...They arrived, and didn't fit at all. They just fell off my teeth when I opened my mouth. Contacted support, and they said they'd send me an impression kit. (Covid had hit by this stage and no offices were open) By this time I had been wearing the same set of aligners for 5 weeks. And it was not going to last another 5 while I wait for and send the impressions and the aligners to come back. I asked the agent whether I could just continue wearing my original set of aligners and finish the course of treatment. They said yes. But when it came time to get retainers, I'd need to go through the impression processes since they had deleted the old data when they scanned me for the 2nd time. (which is ridiculous) So I finished my original course of treatment and was happy with the progress (was not perfect but I could live with it) so I shot an email to support to organise the impression kit so I can get my retainers. Did the impression, sent it back, received my retainer, but it wasn't a perfect fit. After putting up with it for a few weeks, thought my teeth would adjust to it, but nope, just a cut-up tongue and sore teeth. I couldn't be bothered going through the whole impression process again. No doubt it would've come back wrong again. Ended up chucking in the towel and chucking the retainer in the bin. If my original scans hadn't been deleted, I would've got a correctly fitting retainer, this review would've been more positive, and my teeth would look better. --------- On another note, when I signed up it was touted on the website that the aligners could be claimed on private health insurance. So I signed up, got the receipt, and my private insurance said it wouldn't honour it because I didn't actually see a dentist. This was a bit boring, but since it was so much cheaper than braces I just took it on the chin, and thought of it as an investment in myself. March this year, out of the blue, SDC emailed me with: SmileDirectClub is disappointed to hear about the challenges you faced receiving a rebate or benefit from your private health insurer for your purchase of clear aligner therapy through the SmileDirectClub teledentistry platform. SmileDirectClub understands that insurance benefits assist customers, like yourself, afford the cost of your new smile and we would like to assist you in covering the costs you anticipated to be covered by your private health insurance. Sweet! Sent all the documents that were requested and waited. And waited. Emailed every month to check in on the progress. Never got a reply. June comes around, I thought I'd check with the online chat team. Started chatting with the first agent, get disconnected half way. Start another session, they went to check my file, and then I get disconnected again! Is there a note on my file that tells them ignore all contact? Why offer to refund and then ignore all my emails and contact? If it wasn't for this experience, I probably wouldn't have bothered writing this review.
Outstanding customer service
When there is an issue they don’t try get out of it. They cover the expense and make sure you receive what you pay for, with great ease!
Staff are friendly and courteous.
This is literally the best customer service iv ever had by a company.
Each time I have had to contact Smile Direct they have been very professional and have always responded shortly and fixed my concern or issue. The new location of the Brisbane store was way easier to find and still great service. This time I needed new scans for my refinement which was on offer. Staff is so helpful and friendly too at the Brisbane Store
Read this informative review if you're considering getting SmileDirect
I'm writing this review in the hopes that I can better inform others of the SD process and avoid the mistakes I made. I had a terrible experience which has now been rectified and here are the things you should know:
1. Go in store for your initial consultation DO NOT, I repeat, DO NOT order the impression kit. This was my first and biggest regret - my impressions were so inaccurate that I then spent 4 months wearing painful and inaccurate aligners, not only wasting my time but potentially damaging my teeth. My major disappointment with SD is t...hat I raised this issue through-out the entire journey and every time I was basically told 'it's normal', 'let them wear in' or 'use your chews' (even by my assigned dentist) when they were clearly just not right. If you encounter a similar issue request a 'touch-up'. This means they'll request photos and send them to your dentist who will then either approve or reject the touch-ups. If they're approved, you will be able to go in-store to have your teeth examined and new/correct aligners made. When I finally got my touch-ups (which took 2.5months not 4-5 weeks as told) the entire process was different! They were comfortable, I could speak without a lisp, and they were doing the correct job, quickly. It added an extra 2 months of aligners onto my journey (+plus the 2.5months of waiting) so rather than taking 4 months it took 8 months 2. When you first use aligners they are painful and can cut your mouth! Prepare by purchasing bonjela for the cuts, braces wax, use the supplied lip balm & mints, drink plenty and have soft food on hand for the first few days. You can file/cut the extra plastic but be careful, don't cut too much as it'll lose strength and they won't do the job they're supposed to do. 3. SD is a remote company, they use offshore customer service and want to avoid having any customer's go instore (as it costs them money) so they'll say whatever they need to in order to avoid escalating the issue. If you do have a concern or issue, it's better to call them and demand to speak to an account manager or someone from the dental team - who will solve your problem. Don't let them have someone get in touch - this can take a week. Always save your email correspondence, as it's often a new customer service rep each time and they don't keep track on the conversation - this is tedious and can take weeks so just pick up the phone. 4. SD claims they assign you a dentist who supports you through your entire journey. Unfortunately that just really isn't the case. They again, are off-shore and you cannot contact them directly and from my personal experience, they'll just approve your smile progress at check-in time as it makes life easier for them.
Easy to find
Very professional....very friendly staff that explained each and every step. I could observe sanitizing of at all times and felt very confident that all Covid19 precautions were being implemented properly
Amazing customer service
Thank you Anton, not only are you super approachable and knowledgeable but you’re also professional who made me feel comfortable and at ease. I am very much looking forward to my journey with Smile.
I went through the whole process and my teeth were not straight but the end of it. I never Heard back from the dentist or anyone about it not only that I was meant to receive my 1st set of retainers as part of my package but never got them and never heard back from anyone regarding my progress a waste of $3000 when I could of gone and got the proper ones done they were happy to take my money but not provide the service
- SmileDirectClub Online Store
Waste of time and money
Went through the process of impression and receiving the kit with no issues. Started the program, it all seemed to be going well until i reached the 5th. The bottom aligner broke and i got in contact with support. After a few days i was told to skip the set and jump directly onto the next one. From there on the aligner did not fit and cracked if i pushed them in and got no support or aligners replacements. Now i'm stuck with zero results and paying for it. Also through the treatment i was supposed to upload photos of how my teeth are moving, i did not upload photos and yet i received an email saying that the progress looks good. That is proof that SDC is a scam
Staff members are professional job. I am very appreciate that. I feel comfortable to talk and easy understand about product that I would like to get it. The clinic is nice and clean.
Advanced technology and efficient customer service
For someone that’s worked in the technology industry I found their dental tech capabilities quite efficient and advanced. I’m very impressed by the design platform, movement forecasting, product durability and customer service. Visible results each aligner change are excellent.
Great service, great smile.
Smile Direct were great to deal with. They give a bit of the hard sell, but I can't fault their product or service from my experience. The postage can take a while, but talking to them via their Facebook page gets you a quick response. I'm delighted with the improvements to my smile.
Affordable and convenient
This treatment was ideal for me. 5 month plan ended 1 year ago. Retainers still good. One hiccup sorted easily via Facebook Messenger. Looking into wires for top. Very pleased.
- SmileShop QLD, Brisbane
Don’t do it go anywhere else
All they did was move my gap from between my front two teeth to two teeth over. They say they will do it in x amount of time and it will look like this but it is lies. They send you out touch up kits that don’t actually move teeth straight. I’m in the processes of getting a partial refund and even that is predicted to take 10 days to process to a credit card I told them is CLOSED, then another 10 days to go to my bank account. This company is abhorrent to say the absolute least. Someone sue!!!!!!!! Do a class action lawsuit. They’re doing it in the states do it here!! I cannot stand them with a passion. Worst company I have ever had to deal with in my entire life. Seriously go to anyone else but SDC. Save yourself!
Questions & Answers
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 dentist ever again as all the trays are sent to you on the first package
Do you have a lot of young kids using your product? 13 years of age
Hi there, Alex. As long as he or she does not have any more baby teeth, we will be more than happy to help.
Get an answer from our members and SmileDirectClub representatives
|Category||Online Shops and Dental Services||Dental Services and Physical Shops||Dental Services and Physical Shops||Dental Services and Physical Shops|
|Release date||Oct 2019|
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