SmileDirectClub Queensland

Feedback – I wanted to share my positive experience with Maya during my first appointment today. Her assistance was invaluable, and her friendly demeanor made the entire process much smoother for me. Maya's dedication to helping others is truly commendable, and I'm grateful for the positive impression she made on me. Thank you, Maya, for going above and beyond in making my first appointment a positive and stress-free experience :) Show details

Great service to the start of my plan – Went in for a scan to start the process of getting my teeth fixed and the lovely lady Maya was amazing. She was kind, very enthusiastic and informative, greatly helping me with an idea of how this journey will go. I hope she is recognised for how impressive she is. Show details

A very unhappy customer Products are Sh@$ don’t go to them ever – Hi all I am a very unhappy customer, smile direct have not met their commitment to me as a customer and have been unable to sort my teeth out. But when I was at their queen st branch it was all happy welcoming and we can help just sign up and thanks enjoy. But I received the kit. I was super excited and the first two liners gave minimal pain then… Read more

the rest did not fit or do anything. I was getting concerned when I lost a perfect tooth it rotated and my Dentist had to remove it. He said I’m sorry Glenn but the tooth was extremely healthy and we should not of lost this one. I said it’s all good just want my gap to go and some things could happen no pain no gain they say. But nothing helped so I emailed them directly and they offered a new treatment not a refund. This set was the same they would fit and I was concerned again so I stopped the treatment months ago and emailed them again and have no replies. But they keep taking money out my credit card. I will be contacting my credit card company to see how much has been taken over the time from start to now. I’m sure they are taking out more then they have the right too. As per first contract. So I’m writing this for all of you to do the same. Keep An eye on this company and if you are thinking of using the products don’t. Go to your dentist and do it the right way. Proper braces from your dentist. ITS A NO ON SMILE DIRECT DONT DO IT

Outstanding customer service – The ladies at the Brisbane clinic are absolutely lovely, very informative and answered any questions I had. A really good experience. Show details

Exactly what I needed – After having my treatment for a few months now and only having done impressions, having my scans done in person was just the best experience for my treatment. Everything was prompt and I was treated kindly and everything explained to me. I didn’t have to wait and my scans were sent for review immediately. Show details

Professional – Lauren B was professional and pleasant to talk to. Any questions I had were answered with ease and using understandable language. I was really surprised how easy and fast this visit went. Show details

Service Please? – As a "walk in" to a SmileDirect Office, as an existing customer, I would have welcomed excellence in customer service. This was not my experience. I felt that I was treated as an inconvenience to the staff member, as I did not have an existing appointment, though I personally was soon was able to attain one via telephoning your online staff. Only… Read more

then did this result in acquiring and appointment, which resulted in a wait time of a further 15 minutes.

Highly do not recommend – Highly do not recommend. I went to Smile Direct to close a gap between my upper teeth. They did their scans and assessment and assured me that it will be closed in 4 months. I diligently wore the aligners, as prescribed, for 4 months but the gap was still there and additionally, there where new gaps between my lower teeth that were fine before. I… Read more

tried to contact their costumer service but they never answered the phone, so I had to eventually go to their shop in person. They got me follow up aligners for another 4 months and, again, assured me that the gap will close. After the second round of aligners the gap was still there. Given that their marketing promises a Smile Guarantee, I asked for another set but never heard back. After another round of me trying to contact their customer support, never hearing back, and eventually visiting the shop again, I found out that some “doctor” had refused the additional round but failed to ever notify me. That was an absolute shock because they promised to close my gap, took my money, hassled me needlessly, promised the smile guarantee, but never delivered. They took the money for a service that was never delivered. On top of all this, during my latest dental check up, my dentist noticed that the nerves in one of my teeth have died. Meaning that the tooth will slowly discolour and decay. The dentist said that it’s most likely from the trauma caused by the aligners. As you can imagine, after all of this, the absolute minimum that I deserved was the refund of my money. After going through their “customer support” for three months, being told that they’d call me “within 3-5 days” and never hearing back, I finally mentioned that I would refer this case to the ACCC and that’s when someone bothered to contact me about my request for a refund. Sadly, their offer was that they would consider a $400 refund, which of course was another show of their abysmal customer service and lack of responsibility for their actions. I highly recommend that you steer away from this company as they’re unprofessional, dangerous, and unethical. They take money for a service that they fail to deliver, they lie about calling back, they try to prolong the process so much purposefully for people to just give up and walk away.

If you have been impacted by their terrible treatment as well, here are some tips that I learned the hard way in my experience:

1. Their customer service for existing customers puts you on an endless hold. So, if you wanna talk to someone, press 1 to get connected as a new customer. 2. They have had troubles with the ACCC before (unsurprisingly), so a mention of that got their “customer retention” person to actually give me a call back after 3 months of lies.

Inconvenient processes – Website asked a few questions, I responded, and it said there is a solution for me; and so I booked an appointment a few hours away. Tried to call the office to ask a few questions and could not speak to anyone directly; went straight to a call centre which wasn't too helpful. Drove all the way into the city and paid for parking only to arrive at… Read more

the SDC office to be told they cannot fix my type of complication (which the website said they fix). The steps the website take you through to decide whether SDC can help is an attempt to produce a personalised virtual consultation but really its just a way to get you as a lead into one of the shops. Unfortunately this can waste a lot of peoples time, as it did mine. To seal this experience, I received a text saying "you missed your appointment". If I had provided my card details as the system requested, I would have been charged a no show fee, even though I showed up. Please improve your processes SDC. At least the lady I spoke to in the office tried her best to be warm and welcoming despite the awkward one minute appointment.

Haven't received the goods yet, but the initial consultation was pleasant – Lauren was lovely. Helpful, straightforward with genuine humour and open showing the plan moving forward. I'm looking forward to the package in the mail in the next couple of weeks! Show details

Should be illegal – The worst decision I ever made was getting smile direct to try and fix my teeth, they took my money, then the alingers they gave me caused so many more problems. Now I have permanent jaw damage and damage to my teeth Show details

Helpful staff – Great experience with extremely helpful and friendly staff! I was made to feel very comfortable even with a camera in my mouth! Staff were very informative and and answered lol my questions Show details

Was straight forward, very easy – Only took 20 minutes, process was easy to understand and I wasn't made to feel forced to proceed if I didn't want to. Imaging was quick, and it was good to be able to see the scans of my teeth straight away Show details

Can't wait for a great smile – The staff were very friendly and informative and made me feel comfortable they explained exactly what would happen after my visit and how long it would take to get my aligners Show details

First impression! – I met with Lauren for my 3D scan, and she was such a big help. She answered all my questions and made me feel extremely comfortable, she especially displayed no judgment and pure understanding Show details

Such great staff – i was welcomely invited into the store. i felt confident around the staff especially Lauren B. she was kind, outgoing and such a nice lady!! will forever be thankful for the experience they have given me :) Show details

Yes. It's perfect! – I satisfied with everything about this experience. I would like to express my sincere gratitude to the two staffs who consulted my daughter. I would like to recommend it to my friends. Thank you. :) Show details

International follow-up call with broken English asking for payment – I went into the Brisbane store, everything went smoothly, they were nice and I knew what I would be signing up for. Lauren was lovely answered my few questions. I paid via CC on the day in full and waited for my approval call. Ali said he would specifically call me as they may only be able to do my top teeth. About 2 weeks later I received an… Read more

international call from smile direct by a lady with broken English saying that I had been approved and that can I pay $700. Of course I said no, I had already handed over my CC details and never received a call back by the Brisbane office. This review is specific to the sign up process. Additionally it would good if the reviews split the initial consultation with the actual outcome of the aligners. For those of you considering Smile it will work. It is for people that want to correct the top and bottom 6 teeth, it is about cosmetic not correcting moderate to higher issues of jaw alignment (overbite, cross bite etc). In anycase, Ali give me a call and I can modify my review

Initial Appointment – Very straightforward. Warmly welcomed. Very polite and friendly staff. Clean, neat and professional layout. Informative. On time. Process, products and process was clearly explained. Staff very knowledgeable. Able to answer all questions. 5 Star! Show details ·  1

Staff were polite and very down to earth – Lauren was super polite and very informative, my 16 year old daughter was very comfortable and felt at ease - thank you so much for making us feel welcome and answering all my questions Show details ·  1

Great service – Fast & easy appointment with great reminders. Lauren was very helpful with the whole process and the experience was quite relaxing. I would highly recommend to family and friends looking for aligners. Show details ·  1

Top Shelf Customer Service – When I arrived to my appointment I was warmly greeted by Ali, who kindly explained how the appointment would proceed, giving me plenty of opportunities to ask questions, which I did, and I had all my queries answered, putting any lingering apprehension to rest. Documentation completed easily and hygienically, with hand sanitising stations with in… Read more ·  1

easy access. I was than introduced to Lauren, who firstly explained what I would be receiving in the mail once my aligners were approved, created and shipped from the USA, she even took the time to demonstrate how easy to use the aligners are, along with the teeth whitening products. Lauren than took the 3d images, taking care to give me time when I needed to swallow etc. I would give 10/10 to the customer service I received today from the lovely team at Smile Direct in Brisbane Queen Street office.

Excellent customer service experience – The team at Brisbane CBD were very welcoming and the whole experience was thoroughly positive. Ali and Lauren.B are true professionals. Can’t wait to start my journey when the package arrives. Show details ·  1

Welcoming and friendly – I was anxious about taking this step and the team helped me feel at ease and helped me to not worry about my wonky smile - I walked away happy that I made the decision to visit the shop Show details ·  1

Queen St, Brisbane Smile club – Today was amazing! Lauren and Ali were very helpful and made the experience an enjoyable one. I am very excited for my new smile thank you to the team there Show details ·  1

My daughter saw results in the FIRST WEEK !!!! – This product is not advertised enough. It is soooooo much more affordable than previously quoted by Orthodontists. Its an easy product to use. My daughter only uses the night aligners and she started seeing results in the first week. It's incredible. Show details ·  1

Top notch service – From the moment I walked in, I was greeted with personable and knowledgeable staff. I was very impressed with the technology and the overall service. Thank you very much for everything. Show details ·  1