SmileDirectClub Online Store

Ignore the 1 star review. Should be zero – Did 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… Read more

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.

Very happy with service – I was very happy with the service provided by Jackie. She guided me through the process in detail. She was very friendly and helpful. Looking forward to having a great smile Show details

Good value. Cheaper than braces – I have had a long journey with SDC. The very first time my set of aligners arrived they had the wrong size. Literally cannot fit as the plastic aligners are obviously smaller than my actual teeth. I don't know how they screwed that up. So, I requested for another set. Right when I was finishing my last pair, I noticed that I am not getting the… Read more ·  1

result that I wanted. So I told customer service about it and they told me that I should have my retainers but I can request for a touch up.. and I did request.... and sent photos of my teeth... and made follow up phone calls for months... getting told I will receive an email... I waited for nothing. It wasn't all bad. I did had my upper teeth straightened, it's just the bottom ones that need redoing.

Update after 10 months I wrote this review: SDC sent me new sets of aligners without extra cost and I've finished the treatment plan. I'm quite happy with the results.

Great service – We went in for a consultation, and the staff were really kind and helpful. Lauren B was friendly and took us through everything. Can’t wait for my aligners to arrive! Show details ·  1

Terrible customer service – I 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… Read more

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 then 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.

Perhaps about to go out of business – I 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… Read more

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" 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.

Ok product but terrible aftercare – The 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. Show details

HORRIBLE PEOPLE and HORRIBLE COMPANY!!! No not use!!! – Contacted 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… Read more

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 month 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!!!!

Worst customer service ever – I would highly recommend to not go with this company. Their customer service is attrocious, you send emails and it takes 2 weeks for them to reply. You then email back and it takes another 2 weeks. I simply tried to update my postal and billing info as I couldn’t online and was trying for 3 months. I gave up and contacted another company to get… Read more

new retainers.

Also good luck ever calling them I was stressed everytime I called because no one knew anything and I couldn’t ever get an answer.

They do not care about you once you’ve given them their money you are treated like another number.

Never use them again and never recommend them to anyone – Their Final Question to fix my dispute: Please explain the issue in detail. Could you specify the impacted aligner, upper/lower? My Answer: The first set of aligner was good up to the last 3-6 items (dont remember the exact numbers), they were not fitting and were loose, I contacted you guys and at first you said it may be because of bad… Read more

preservatives and due to heat caused by the sun. so you guys sent me another set for the last aligners which caused me to wait and wear the final fit which was already loose by the time and they arrived within near 1-2 months from the incident and my teeth was shifting back within this time. They arrived and still the exact same problem, they were not fit and they were loose (I had not cleaning, no treatment, nothing at this time or before that). So I contacted you guys again and this time the doctor said we will get a new mold which they did and again I waited for the kit to arrive and then ship them to AU and then to USA by you, so I waited months again for new mold and my tooth was shifting back again and again, because the last aligners was already too thin and loose to use more than a week or two, you know that, they are thin plastic and on the instruction it says they won't last long! So again, waiting months for a new mold in a situation of shifting back to my original tooth places. The new set arrived and they were not fitting at all, I told the doctor they are causing lots of pain, even the first one and they are not fit, I could clearly see that, he first said to use the next aligner number, even those was not fit, so based on his emails (you can check) and recommendation of him and the team, I had to use this set and then they will decide what we should do, so I started using it, and within those time due to high pressure and pain even during nights and not fitting, I had to endure large pain and I had to make sure it is seated on my teeth so I was always pushing them down to seat on my teeth, which finally cause the deshaping my wisdom teeth and cracking my molar.

You Judge

Beware!! – This is my first ever negative review I’ve ever written, so that tells you how detestable this company’s actions were against me. I first got my aligners 7 years ago and I have had nothing but absolutely horrendous dealings with the customer service. Orders placed and not received, no communication, no responses, no desire to make errors right,… Read more

teeth shifting because my aligners or retainers weren’t sent when promised. Notes were rarely left on my account when I contacted customer service, so no one knew what was going on. I wasted countless hours and money, all for my teeth to have now shifted back to where they originally were. To their customer service, left is right and up is down. There is no reasoning with them and they will not uphold their side of the “lifetime smile guarantee”. I am happy to finally be free of dealing with their incompetence and I have made an appointment with a real dentist. I am hoping this review helps people not make the same mistake that I did.

Useless Waste of Time & Money – Started out with them, but had troubles since day one. Other than the original mix up of them losing our photos and mixing up our file...then during the actual course of the treatment, the "customer service" people would dodge answering a question, hang up on you, disconnect the chat, and the people at Melboune Emporium never answered the phone.… Read more

Paperwork was basically non-existant, didnt give me copies of any treatment plans, or payment plans. Changed the amount I was originally quoted. Also charged for retainers, when they were originally "included" in the price. I wouldnt ever recommend this hassle to anyone.

Absolute scam DO NOT GIVE CARD DETAILS – Try’s them out for months, end result nothing changed with my teeth contacted them about my issue and refund guarantee, they used the same excuse with my friends saying not enough contact with online doctor etc which is wrong cause I contacted the two required times but apparently that’s not enough and now they refuse to refund me and still to… Read more

this day take $200 out of my account monthly. Absolute scam don’t do it guys it doesn’t work and they rip you off and also very aggressive when you contact them

DO NOT WASTE YOUR MONEY!!!!!!! – It has taken 6 months to receive a partial refund for the aligners I ordered last year with SDC. The aligners were made completely incorrectly to the natural movement of my teeth, and I have been through 3 account managers, multiple service agents, refund team members, online chat, phone calls, emails and countless correspondence and have now been… Read more

blocked by the refund@smiledirectclub.com.au email. I live I. Australia and trust me, under consumer law here they would not get away with the nonsense they have pulled. Don’t waste your time or money.

Don't do it – Was so excited for straight teeth 1st alignments didn't fit at all. Did a second impression kit and received a new set 4 month plan. Teeth not straight. Had to pay for another set of aligners.3 month set. Still not straight and now they want me to pay for another set. No way. I want all my money back. What a scam. Lifetime warranty is crap. I've… Read more

also paid and received three retainers that don't fit. The professional dentist should have said my teeth won't move and this service isn't right for me. Devastated and angry. So much money im not laying down on this one. I wish I read more reviews.

Constant emails, text messages and phone calls! Won't leave me alone – Have unsubscribed via email, replied stop on text messages and told the customer service agent over the phone. STOP CONTACTING ME!!!! I don't want to buy any of your products and you are harassing me at this stage! STOP!!! Don't give these guys your details, you'll regret it Show details

Disappointing Service – Was super excited at the start, got my 3d scan and aligners, At the end of my treatment they still were not as straight as I was expecting so booked in for an adjustment, got a scan at a clinic where I was told the payment would be added to my account. 3 months later, new aligners not received so tried to use the online chat - was told that they… Read more

were not ordered. The chat timed out as I was at work but I assumed they had seen the order hadnt gone through as I was advised and would either provide further advice or progress order. 3 weeks on, still no news, so got back on chat again where the person 'helping me' was so rude and unhelpful. Advised that I hadn't made payment, did not actually advise HOW to make this payment even after I asked, just responded with "it says you were provided the information for payment" which is untrue, I have checked my emails- nothing has been sent to me at all apart from the intial email advising there would be a cost to get adjustments - which is fine and was happy to pay it...... if only a "Customer Service Advisor" could actually use some initiative to advise how. There is no link in the online app to make a payment. Super unhappy overall with the whole experience. You get what you pay for. Would go somewhere else over this company.

Customer service is terrible and they are deceptive in their quotes – Quoted $450 for an aligner touch up after the first set of aligners and retainers failed to keep my teeth straight. Was told $50 for the impressions kit that would be deducted from the price. Went to order my new aligners after I returned the impression kit and they want to charge me $450 again. They have sent me a $50 credit card voucher that can… Read more

only be used on Amazon teeth whitening products and that has a clause in its conditions of use that you can't take part in class action. Extremely dodgy.

Terrible company – If I could give minus stars I would. Firstly, my gums got infected after one week of use. Secondly, decided to return my aligners immediately to get my 100% refund back. No one contacted me. After chasing them around some Stephany from accounts sent me an email that they will return money minus 2 sets of aligners I used even tho they have 100%… Read more

refund policy if returned within first 30 days. After my email of disagreement, no response and no refund on my account (this is over a month, not counting how long I have been chasing them before). I just contacted ACCC , hope this company gets closed.

Be careful – My advice is to Stay clear of smile direct if you want guaranteed results. They are cheaper for good reason. Once you need additional services beyond the first aligner set, you are then dealing with their customer service in the US, which will be a horrifically frustrating drawn-out experience... Trust me i had over 2 years of this. If you want or… Read more

need good results then stick with your local professionals. But if you know you only require basic realignment work, then it can work. However only use smile direct if you can afford the risk.

What a nightmare! DO NOT fall into their trap! – I started my treatment August 2022, SDC said I would be on a 5-month treatment plan which would complete by just before Xmas. However, after following their instructions rigorously for about 2.5 months, I had issues with fitting into the second half of my aligners. I called them about it and they did over-the-phone photos and I'll need new… Read more

aligners, waited 6 weeks for the new set of 2-month supply. When they finally arrived, they didn't fit either. I thought it may be easier for me to go into the SDC store in Parramatta instead of calling the American call centre and having to endure the 30-minute wait. I went in and talked to the customer service rep there and was advised that I could wear the older aligners for a longer period, that the new ones may be able to fit at a later date, I took the advice onboard and did that for an additional 3-4 weeks, thinking I would be able to fit into the new aligners later down the track.

Unfortunately, this didn't happen after about 4 weeks, so I ended up calling SDC and told them what happened, instead of apologising, they said I shouldn't have gone to the store directly and I should have contacted them first. The problem with not contacting them for me was that their customer hotline would always take at least 30 minutes for someone to pick up, they keep telling you it's a 10-minute wait, but I was once on the phone for almost an hour being told by automated system "it'll be about 10-minutes for an agent to answer". They said because I didn't follow the instructions as provided by SDC, I could have jeopardised my treatment plan and I would be liable for payment of new aligners, this was an absolutely shocking reply I thought, that instead of owning up to their mistakes, they wanted me to take the blame for their fault! I ended up being very firm on the phone with them regarding what happened was not my fault, I was given the advice by their company reps and this was because of their lack of customer service over the phone that I went into the SDC store. After some back and forth, they ended up agreeing on the touch -up being free and I ended up going into the store for another touch-up scan.

Finally, when the new 2-month supply came after another almost 8-week wait, I was able to wear the first month's supply without issue. However, I was unable to fit into my second and last month of aligners again. Basically, the same issue as I had with the last touch-up, one of my bottom teeth is not moving as expected. I called SDC customer service, they said they couldn't take my photo over the phone, I had to send in my photos. After I sent them in, I didn't hear from them for almost 2 weeks and when I finally decided to call them again, they said they needed new photo submissions, as the ones I sent were due to fit issues, I need to take more photos for touch-up request. I did this and they finally emailed and said I'm eligible for touch-up scan and call or use online chat to make an appointment.

So, I've been calling since this morning, spent almost an hour hearing the "your wait will be 10 minutes" or press 1 so someone can call you back, this option was an absolute joke as the function doesn't even work, once you enter your phone number it just keeps saying "press 1 for someone to call you back". I thought I'd use the online chat system to make my appointment instead, finally got through to someone and they said that because I"m behind on my payment, I cannot schedule my appointment until payments have been made, which was again an absolute joke of the century! As I told them, I'm on a direct debit payment system, and as far as I can see from my bank statements, their payments have been coming out every month without any issues. I will just go into their SDC store again tomorrow to have this sorted and to make an official complaint to their Australian management.

I also saw on Trustpilot that some people have referred their cases to the ACCC, the ACCC is currently investigating this company which is starting to sound more and more like a scam!

Payment/ Guarantee – The overall service provided was truly exceptional. I am happy with the results I achieved with my teeth. While there came a point where the outcome didn't quite meet my initial expectations, the doctor explained that further movement was limited due to protocol, which I completely understand and accept. Although I must award three stars for a… Read more

few reasons related to payment options and retainer ordering, it is essential to note that there are positive aspects to Smilepay. The monthly payment structure offered by Smilepay is convenient; however, I believe it would greatly benefit customers if they had the option to break down the payments into weekly instalments. This flexibility would undoubtedly make the financial aspect more manageable and convenient for individuals.

Furthermore, when it comes to retaining the smile guarantee, the process of ordering retainers every six months poses a challenge. The requirement of making a one-time payment for the retainers without the option to divide it into smaller, weekly amounts can be burdensome. In the unfortunate event that one forgets to reorder the retainers, even unintentionally, it nullifies the guarantee, with an additional cost of USD 300 for an aligner touch-up.

When my guarantee was still active, I requested a touch-up, which regrettably was denied. However, when I made the same request after the guarantee had expired, they promptly accommodated it without any further inquiry.

To truly enhance the overall service experience, I strongly believe that introducing the option to break down payments into weekly amounts, allowing customers to make payments via Bpay conveniently, and incorporating the cost of retainers into the weekly instalments would be a game-changer. This change would undoubtedly make the service 100 times better, providing greater convenience and peace of mind to customers.

Liars – I was told I would require an approx 8 month program. (Teeth only required slight movement) Required 3 courses of retainers. Teeth are still not straight but smile direct will do no more as the “crowding is fixed”. You can still see they are not straight. Im on the retainers now. I was initially advised I would require these for 2 years at night.… Read more

I have now been told when ordering my second set that you need to order every 6 months for LIFE. This would be VERY expensive and there is no way I would have signed up if I knew I would be wearing them FOREVER!!! When I questioned this I was told that “all people who have braces have retainers all their life” . I don’t know anyone who had braces as a kid that is wearing a retainer still now as an adult. Don’t bother with them.

Absolute Joke – Stuffed up my aligners for week 10, asked to correct this which they did, however instead of sending 3 replacements so I could finish out my 12 aligners, they sent a whole new 4 month plan worth. Tried to rectify but got absolutely nowhere. This is also then destroyed my existing online account, so I couldn't see anything at all on there. They… Read more

also stopped my retainer order, I didn't get my retainers for four months!! Numerous calls about retainers/online/app account issue, staff were never helpful. One woman said they will take 150 off my bill, found out today this was not done either. My online/app account is also not fixed still, so I have no way to control or see what they are doing with my finances (such as never applying the 150 discount). I have told them, once my card expires (because I can't make my own adjustments in my online service) I will not be giving them a new card to get the rest of the money. They can shove it up their a****. SERIOUSLY CONSIDER A DIFFERENT COMPANY.

Poor customer service – As one of the most expensive options available, that charges this excess based on their customer service and experience, they're surprisingly lacking in this area. Have contacted customer service to requesting an appointment at one of their locations in order to make smile projections, yet never heard back. Meanwhile, the spammy emails never stop. Show details

Bad result – I paid for full cost but i did just bottom aligner they charged me full cost and the result so bad my teeth still the same and i asked them many time to do with that but they answered the result is good. Show details

Worst customer service – Takes 4 weeks to update information (simple phone number and email address). They then “couldn’t find my info” Say I. The phone for 15 mins to then be told they had to log a ticket to update my ph and email!! I just need retainers ordered!!! Horrible service. Show details