SmileDirectClub SmileShop Locations
Verified2,080 reviews
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
Rude staff member – Very rude whilst scanning my teeth making rude comments grunting making ick noises saying eww about holes in my teeth and said she might faint absolutely disgusting disrespectful customer service extremely unhappy once I left. Show details
Reviews with attachments
Stay away from these, its a scam!! – Had the worst experience with Smiledirect. Complete waste of money. First few weeks are okay as the aligners are simply to get used to but after about 3 weeks when the aligners change to start fixing the teeth, that's where problem starts. The aligners are of cheap material and once you wear them, sharp bends develop and cause mouth ulcers. I… Read more
still persisted with these for 4 months but these actually made my teeth alignment worse. I contacted them multiple times but no reply. Unable to get in touch with the specified dentist also. Total scam and complete wast of money. I would recommend to stay far away from these unless you want your teeth alignment made worse and mouth ulcers.
Straight teeth in just 6 months – I started my Smile Direct journey on May 2022 and got my desired results on November 2022. I would recommend this brand as it's budget friendly with the same results from more expensive brand. I would like to give a shoutout to Ha, my SmileGuide at Melbourne-Emporium. Thanks for the assistance and wish you all the best on your upcoming bundle of joy. Show details
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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.
Positive 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
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
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
Negative reviews
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
SCAM! Do not use smile direct club – I have been through 10 touch up sessions in 3yrs and not one of them have worked. Aligners are always loose and never fit properly They are now trying to charge me $390 to finish treatment Do not use them! The customer service is the worst, the office is never open and they never call you back Show details
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Don’t waste your money!!! – What appears to be a dream solution to your smile turns out to be a waste of time. 2 rounds of treatment and still not satisfactory results. After poor results on round 2 I went to order retainers so not to breach terms and conditions and was misled by a customer service representative who told me it was fine to keep wearing the aligners till I… Read more
was happy. When I asked for ROUND 3 they wanted more money… so save a little longer and just go with Invisalign. Terrible customer service
Recent 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
Smile direct aligners – They we're permanetly closed now here at SA and really hard to reach out. It's not worth the penny. It didn't really help me even I finished and followed all the instructions everything the say is a scam. Can't even get a refund or you need to pay for another aligners. Show details
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
Lovely wonderful service with a Smile! – My second visit and experienced such a warm friendly service. Very professional but welcoming at the same time. Thank you so much! Show details
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
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
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
I'm reading reviews to make a decision – I've been very interested in using smile direct and have been reading many of the reviews to help me make a decision. Alot of people have given 4 & 5 stars but it seems the score is based on the initial consultation. I want to know how people's experiences were throughout and after treatment. Based on most of the reviews, I don't think I'll be using SDC Show details
Find out how SmileDirectClub SmileShop Locations compares to other Dental Services
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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 $170 for retainers if you select the upfront plan.
Dissapointed – So bad, it doesn't totally work on me and they will nothing to do about it. I tried to call customer service a couple of times but they were so sarcastic and he comared it to a burger? He said that it's the same as buying a burger? What an f**c**n* I**ot! Show details
Amazing service and information about chosen treatment – I had a great experience with Smile, the service and people were experienced and helpful and a speacial thanks to my Smileguide Nidhi who gave me an informative explanation on the treatment and a thorough understanding on how to use products and tools in the treatment if I go through with it. Show details
Helpful 3D scan – Glad to have my teeth scanned to rectify any alignment that haven't happened before retainer. The helper took his time, being thorough, much more so than the first scan I had Show details
A very unhappy customer Products are Sh@$ 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
Ashleigh always makes it easy to relax, I feel like she is apart of my family. You rock Girlfriend!!! – Everything is made to make you feel comfortable and relax. Show details
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
Couldn’t have been easier – The whole consultation took only 20 mins. Ashleigh was wonderful. She told me how everything worked, took the 3D scans of my teeth, gave me my free whitening kit and just like that. Done. Highly recommend. Show details
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