SmileDirectClub New South Wales
Verified802 reviews
Very friendly – All my questions were answered and made sense to me. The worker was amazing & she understood me clearly without any trouble. I had my little one with me and she even gave him a book and pencil to keep him busy. Workers were very professional Show details
Buyer Beware – I initially saw the high reviews on trust pilot and thought I was OK. It is a scam. When you go for your first scan they're extremely nice, promise you the world and send you home with free teeth whitening and lip balm. When you're leaving they hand you a card with their name and ask if you would mind leaving a review. The 5 star reviews are… Read more
90% from people after the initial scan, not after treatment.
My teeth have hardly moved and they are refusing to give me any further refinements unless I pay $450
Reviews with attachments
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Avoid at ANY cost. Worst business model & customer service. TERRIBLE! Please read my review and see evidence – I started my Smile Direct Journey over 3 years ago. My initial consultation was pleasant, a nice studio with a 3D scanning device, a comfy chair and a bright purple box of goodies that made the journey I was about to embark seem colourful and pretty. The opposite could not have been more true! Joining SmileDirectClub is by far, the biggest… Read more
regret of my life and the worst mistake I have made in my life.
At no point in my journey did I meet with a dental specialist or anybody that seemed to know basic anatomy of the mouth. A lack of care on a health level made the journey dark, very unpretty and painful with an end point worse than the start point.
My main focus for going with SmileDirectClub was to move my two Upper Lateral Incisors back into line with my smile and aesthetically have a more pleasing smile for photographs. This was a small change and this was made clear in the beginning stages with SmileDirect. Because the movement I wanted was minor, I chose SmileDirectClub over competitors due to value for money. MISTAKE! The phrase, "You get what you pay for" and "If it seems too good to be true, then it is", really were evident with this company.
I was promised a Mastercard gift card voucher on sign up, as I used a promotional code that I had seen on the TV, this never came and was the start of many false promises.
There was never a consultation about options for the movement of my teeth, or any view of what the new smile would look like; not until the aligners were made and all ready to be sent out! At no point did SmileDirectClub communicate with me about my journey and give me any options. A dentist at the other side of the world sat in an office viewing my digital scan had decided what would be best and just went with that. No physical contact, no asking what, why, how, or my reasoning for coming with SmileDirectClub and what I wanted from my new smile.
My entire smile, jaw and bite have been realigned, but realigned to a point where I can not bite on my back teeth, meaning no back bite! This has lead to severe jaw pain, head pain and eating pain. My jaw was having to move in to such an unnatural position that I was in constant strain and the facial muscles were in permanent high tension, leading to stress and pain in the head area. I complained about this after going to my family doctors and dentist. SmileDirectClub arranged another meeting for a 3D scan and touch-up with one of the physical offices in Sydney, Australia. It had moved locations since my initial scan. I went along to this and while having the scan she asked me to move my mouth in to a different position for the scan. I was not happy with this as I said this is an unnatural position, not my natural bite and I don't want my aligners based on this position. She assured me that she knew what she was doing (even though she was not a trained dentist or dental nurse nor had any experience in the dental field) and she took my scan for my new sets of aligners. She had made a note on the system regarding my concerns so they could be taken in to account for the re-realignments. Clearly these were for a unnatural position and moving my bite and teeth even further away from where they needed to be. This caused even more pain, more discomfort leading to problems with fillings and a crack in a major tooth. All which were fine and normal before wearing these aligners.
I was having constant headaches that turned to migraines because of the pain in my jaw, teeth and face. I was told by one SmileDirectClub customer service member to continue wearing the aligners at all times, no matter the pain and discomfort and the fact I could not leave a dark room because of the migraines caused. Luckily my doctor convinced me to send another email to SmileDirectClub and this customer service representative told to stop wearing the aligners with immediate effect, due to the pain and discomfort.
Nobody from SmileDirectClub followed up since this correspondence (12+ months ago), nobody seemed phased by my health and dental problems, that were perfectly correlated with the wearing of the aligners. I was left in the dark and by this point, they had already taken full payment from me. The customer had paid, we have messed his mouth up, but we have his money, so we do not care; seemed to be the attitude I got from SmileDirectClub.
In the past 14 months, I have stopped wearing my aligners, I have had two fillings replaced and a cracked, broken tooth repaired, all at huge cost to myself. All this along with numerous visits to the doctor, time off work due to migraines and holistic therapies to ease the pain and discomfort. My teeth, jaw and bite have slowly but surely started to naturally return to a bearable position, the headaches have eased as a result of this and there seems to be light at the end of the tunnel. My bite is still poor, the tension in my jaw and the positioning of my smile is still a worry. There is no natural resting position for my teeth and jaw so that I am in comfort with ease.
I have approached SmileDirectClub numerous times and they are treating this as a joke, sending pre-automated emails and asking for information that is not relevant and trying anything to silence me, so that they can keep my money and that I not damage their reputation, which is nothing but an illusion.
They are not giving me a refund on my smile journey, I am not happy with my smile, it is worse now than when we started and my smile is not the smile they promised me. I have not once asked for compensation regarding health costs along the way.
They have sent me no payment receipts throughout my journey, the online portal is always down and my email correspondence is always scattered between numerous people, so there is no clear paper trail and no singular person to deal with. The customer service is beyond terrible, if I could give minus ratings for this, I would. For a company making lots of money and having the health and mouth of normal working people on their hands, their business and care is nowhere near where it needs to be.
After speaking to a lot of local dentist and doctors, it seems that a lot of their patients are having similar problems after using SmileDirectClub, yet these voices are also quashed. My main goal for posting this review is to prevent somebody else from having to go through this painful, expensive and traumatic journey when they do not have to. Pay that little bit more and go with a reputable company that will show more care and involve you in the plan rather than remotely controlling things against your will.
I cannot reiterate how poor I have found this company and I urge you to look for other options when looking to improve your smile.
Pitt street review – Everyone in that office is great! Really easy to talk too and good energy Show details
Terrible Experience – I had a great smile before starting my plan as I've done braces years ago but my bottom teeth start moving so had minor issue with my bottom teeth and one tooth on top only. so I thought it's perfect to get smiledirect 4months plan as it's quick and my issue it's not major , cannot deny that their price was also tempting , my plan is finished and… Read more
it ruined my smile completely as it pushed my top teeth back and bring jaw forward , the only thing that it suppose to fix was fixing bottom teeth and keep the nice smile and now all my top teeth's moved in a way that ruined my smile.
I went for the scan and asked the guys several times to send me the touch up plan before they start making aligners as I don't want to go to the plan that's gonna make this terrible smile even worse and nothing has been sent to me. I checked my dashboard and can see the new plan has been created and from the scan I can see clearly my bite has been affected (another issue has been raised) not only my smile is ruined now my bite has an issue as well .
I checked my aligners bag and find out that the Dr who makes these plan is just a dentist as I trusted smiledirect to use proper orthodont for such an important thing specially after receiving so much complains about smiles and bite issues. I wonder if you guys even give those plans to orthodont to check if it's right for customers or not.
based on my own experience and others I know smiledirect has terrible customer service and I was warned about it which I wish I would never ignored that.
I recommend everyone who are about to start ,read comments carefully and don't let the price tempt you as you might end up paying more by going to other Dr to fix the issues that has been raised.
Customer Service Lack of Understanding and Misconduct – Hi, I was driving to Westfield Parramatta. As per instructions Guideline for parking enterence is from Argyle St. which i could not find. While driving i called customer service and ask for guidance for the street to enter into the Parking. The First person rather then responding to this simple question transfer the line to another person. The… Read more
second person rather than responding to this simple question asked my name & family name.! At the shop upon highlighting the issue the receptionist was determined to prove me wrong that this not just for people coming via car park but also for pedestrians. This resulted in loud exchange of words as I felt being intimidating and disrespectful just to prove me wrong. Sad episode from the start.
Awesome staff and amazing customer service – The staff were fantastic and friendly, my smile guide Emma was super awesome. Polite, patient, easy to talk too, were able to answer all questions and explaining that one can understand. Show details · 2
In-depth reviews
Waste of money! – I signed up to smile direct during the first lockdown, I was told it would take 6 months to straighten my teeth. Fast forward 2.5 years my teeth still aren’t straight. I’ve had to have my teeth rescanned many times as the retainers the send don’t always fit. I went to my dentist last year who explained smile direct wouldn’t be able to straighten… Read more
my teeth as I need an ‘anchor’ to pull my teeth out from behind other, basically if you have teeth sitting behind others then this won’t work. You need to go to a dentist you can use the right tools to fix your teeth.
I raised a complaint asking for my money back a couple of months ago and haven’t heard back from Smile direct. I phone every week to be told someone will be in touch in 48 hours - lies.
Don’t waste your money, I thought $3k is a bargain but it’s a total waste of money!!
Note - staff are always so lovely on the phone, very friendly. They don’t seem to have any authority to deal with complaints though
Top Notch Customer Experience! – I had my in store consultation with Wyatt in the Westfield Sydney store. Fabulous service! He explained everything thoroughly, made me feel comfortable, a very positive experience. It was great to see my teeth in 3D on the big screen and actually see what was going on with them. I was worried that I may not be suitable due to possible overcrowding… Read more · 1
on the bottom row of teeth and that I was perhaps severe more than moderate. Wyatt explained to me if there is any issue at all, that after the dentists/orthodontists look at my case to determine suitability, that I would be informed if I would require additional care prior to treatment. I left the store feeling very confident with what to expect moving forward whether it was to be or not to be. Good news! My aligners are on their way and I can't wait. I hope to have a nice straight smile in time for my wedding in early 2023. I found the free whitening kit another great addition to start making a difference to my smile whilst awaiting my aligners. I will keep you updated with my progress. Thanks Wyatt and the Smile Direct team.
Good In-Store consultation. Good online chat experience – This review is limited to the initial consultation and assessment only. I have attended the store front appointment for my dental scan a couple of days back. The staff was welcoming and there was no much waiting (it was only 1-2 mins. wait). The consultant was friendly, gentle and friendly. I was informed about the process, plan and my options.… Read more · 1
Recommendations was made by the consultant. They gave away some freebies for me to keep. Overall very nice store front experience.
In regards to online customer service (live chat). The staff member was friendly and helpful. He sincerely attended my online request and it was fulfilled with any delay at all. Overall excellent online experience.
Things that require improvement with the store front staff :- They pressure you to carry out the COVID check-in formalities even if you have already in that process. Why can't they just see what the customer is doing before unnecessarily pressurising the customers to follow the COVID guidelines. It looks stupid to me.
Positive reviews
My initial smile appointment with Valerie was very satisfying. Very happy with the walk-in visit – The teeth camera used was amazing and so fast so far so good! Show details
Such friendly and supportive staff – Had a great experience with Kevin at the Pitt St Smile Direct Club, he was so lovely and made me feel super comfortable through out the appointment :)) Show details
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Excellent Service! – I attended the SmileDirect store in the Sydney CBD regarding making a booking due to a touch-up request. The team were super helpful, answered all my questions and fit me in straight away. I couldnt be happier with the service they provided and all with a smile. Would 100% recommend this location and SmileDirect. Show details
Negative reviews
JUST DON’T DO IT - WORST COMPANY TO DEAL WITH – 1/ It just doesn’t work, and I was on point with all the procedures and wearing the aligners. 2/ They stuffed up my payments and took 3 x payments in a month - ouch that hurt the bank account. 3/Now the ACCC are investigating them and they are offering over $1700 rebate - but guess what? You need an invoice from them - I have now been trying… Read more
for over 12 weeks to get a copy of my invoice with all the relevant information required for my health fund, and the ACCC investigation. I’ve sent countless emails, made so many phone calls and I still can’t get an invoice with a provider number. By the way, I finished paying for these 2 years ago !! Outrageous 4/ You can’t speak to anyone in australia, they’re using overseas call centres that have no idea how Australian health benefits Work. So frustrating JUST DON’T DO IT bloody scam
Prepare for the sales tactics – Be prepared for the hard sell. Its not a free consultation, they will take your credit card and sign you up to a plan. Commitment is a grey area. The information provided about private health refund is hazy at best and I was only given a gap estimate when I pushed the matter. Also, check your inbox and give the promo code to get $150 off. I… Read more
didnt, lets see if its honoured. Although its all left a bad taste so Ill probably cancel.
Oh, and be prepared to pay an additional $170 for retainers if you select the upfront plan.
Almost non-existent customer service (once you paid for the service) with subpar quality product – Half way through my aligners set and one of them broke in half when I tried to put it on. I have been trying to get in touch with someone for the past 3 weeks but has yet to receive a response. 1) “live chat” function is just a virtual assistant that gives you the same response every time. 2) email contact twice but am still waiting for a response for over 3 weeks 3) 24/7 phone number is invalid Show details
Recent reviews
Seriously amazing!! – Came in for my consultation at Pitt street. Everything was explained clearly and I’m hyped to start my journey with smile direct club. Staff were especially amazing and accommodating! Recommending to friends!! Show details
Amazing service and information about chosen treatment – I had a great experience with Smile, the service and people were experienced and helpful and a speacial thanks to my Smileguide Nidhi who gave me an informative explanation on the treatment and a thorough understanding on how to use products and tools in the treatment if I go through with it. Show details
Good customer service – I went there for my 3D scan and the staffs here are so friendly and helpful. Specially Emma even she’s in her pregnancy, she still provides an excellent customer service, caring and super friendly. Those make me can not wait for my treatment with Smile Direct Club ASAP. Show details
3D scan consultation was great – Had my 3D scan today & found the team at the Sydney clinic to be very lovely. I was looked after by Kevin & he took great care of me & answered all my questions. Looking forward to the rest of my journey with Smile Direct Club. Cheers, Samantha Show details
Wonderful experience – Went in today for my consultation and was assigned Wyatt. He was very friendly and professional. Made me feel very comfortable and relaxed and kept me updated with each stage of the scan. Would highly recommend. Ask for Wyatt also Anton was amazing and extreamly helpful Show details
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Great customer care – I was attended to as per the schedule. Explanation and the whole experience of the 3D scan went smoothly. I was given plenty of opportunity to ask questions. Show details
Wonderfull service – In my appointment Kevin and Antonia were extremely attentive professionals, they took all my doubts, made me comfortable and confident, I can't wait for the results. Show details
Nidhi was super nice and informative! – I just had a 3d scan with Nidhi, she answered all my questions, made me feel super comfortable and was very informative!! Show details
Excellent service! Staff were professional, friendly and kind – I had a great experience in the Sydney Westfield store. The whole experience was so pleasant. All the staff were very friendly, kind, precessional and knowledgeable. They were so patient explaining everything. I got lost getting there and they were so patient and kind to go find me and bring me to the store. Excellent service!!! They really made the rest of my day so cheerful. Show details
A welcoming experience! – I was warmly greeted by Wyatt and he was the perfect mix of professional and friendly, clearly explained and guided me through the process at every stage. The SmileShop is bright, clean and uncluttered. Looking forward to being a suitable candidate for these aligners! Show details
Great service! – For someone with severe anxiety the store environment made me feel completely safe thanks to the wonderful staff and especially my smile guide Kevin! The prices are great and the process too. Love this place and would highly recommend Show details
Easy, Informative, Affordable! – I’ve been doing lots of research and had a few different consultations else where. But Smile Direct was the best and easiest experience. I had my consult with Kevin and he was great at explaining the process and answering all my questions. He made me feel so comfortable the whole time. Show details
Great in person experience – My consultant was Kevin at the Sydney store. He was very friendly, very knowledgeable and had a great presence to be around. As I explained to him, the reason I choose smile is because they're one of the only aligner companies that has a physical store to go in and get the molds or in their case scans done. Looking forward to see how it all goes. Show details
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