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Too heavy on sales, Man at front desk was way to pushy for bank details.
The man at the front is extremely pushy. I already told him once that I did not want to put down any of my bank details, as I was still keeping my options open and wanted time to think about it as it is still a fair bit of money, and I wanted to research on other people's experiences. I had to repeat myself several times that I didn't want to hand of my bank details - and still he kept insisting. A customer shouldn't have to repeat themselves especially as it is just a consultation.
However Laura who did the actual scan was amazing, so nice ...and friendly and she understood straight away why I didn't want to give my details straight away. Smile Direct needs to work on their marketing - the automation of emails and text are a bit much. I have received 6 texts and 6 emails from them in the past few days. Coming from a marketing background the automation of all these messages actually makes it impersonal and seem like spam more than information. And you need to train your staff to be less cold cut sales and focus more on customers needs and journey.
Provide false hope
Provide false hope to getting Alingers to getting an email with very little info of why they can not provide alingers. heading on email saying (it’s not you it’s us )
Not a great first impression
I was really keen to try SDC and attended a consultation on my lunch break. Once there however I felt uncomfortable with how rehearsed and scripted the interaction with the consultant felt (including a whole bunch of personal questions that I assume were designed to build rapport but were just annoying...I'm here to talk about my teeth, not what I like to do on the weekends or what my boyfriend does for a living). After my scan this quickly devolved into the hard sell approach, which immediately gave me red flags about how I'm going to be treat...ed by this company. The consultant reeeeeaally wanted me to sign up on the spot, I repeatedly said I would like to look over all the product info etc etc first. This back and forth went on for way too long (how many times do I have to say no?) which put me right off, which is a shame for SDC considering I had walked into the consult keen to try the product and thinking I would most likely sign up. (Just want to say here that I don't blame the individual staff member, they were clearly following the direction and training of employer) This was towards the beginning of the year and up until a month ago I was still receiving phone calls and emails from them, which didn't stop until I blocked each of the different numbers and email addresses they use. I'm glad I never handed over any money because the whole thing just felt skeezy.
A big Risk that did not pay off.
I dove into joining the Smile Direct Club needing to straighten my teeth after seeing numerous ads and celebrity endorsements across TV, the Web and Social Media....it seemed like it worked.
When I first went to the facility in Sydney I had an opened mind when I walked through the door that I would be investing thousands of dollars into a better smile and a happier me - I was wrong.
The experience itself in the facility was good, the Staff there were nice enough...they did ask me to do a review for them on my experience...keep in mind I had n...ot tried the retainers out yet, so essentially they were sucking up to me for a five star review... And so I took my retainers home and every day for 6 months wore them for on average 12 hours a day. At the end of that period I can tell you truthfully my teeth were really not much different to what they started out as. I took a risk and a gamble on this service and it did not pay off AT ALL. To people considering using Smile Direct I would go to a Trusted LOCAL Orthodontist that you can build a relationship with and that will truly understand you to get a much better result - sure the cost may be higher, the result will be one you are pleased and satisfied with - unlike this experience.
Poor online customer support
I was asking questions over the online chat regarding pricing on retainers. After clarifying some confusion on the pricing (he sent me the wrong one initially), I was gonna ask more details about what's included in the set but the agent ended the session.
Like reading from a script
I felt the lady was reading off a script and was not at all personable.
She made me uncomfortable and she was Uninformative. I had to call to ask when my direct debit would commence after putting deposit down.
Felt quite rushed as well.
Was asked to provide credit card details for a free consult, was constantly upsold and hearing badmouthing of dentists and then was told my first deposit is taken automatically. Very dodgy.
- SmileShop QLD, Brisbane
BEWARE - I've had a dreadful experience for 6 months with Smile Direct Club Aus
I signed up in May 2019. My Wk 3/4 aligners cracked. On the phone I was told that the 1st month aligners would be sent. It's now the middle of Nov & still nothing. I ring, I get promises, excuses. I have all the remaining aligners with me but am unable to start month 2. There was a lot of roughness when I did wear the aligners which you are supposed to file with a nail file but I still had many ulcers form on the edge of my tongue. Customer service has been pointless and dismissive. If I can't START this course I will be requesting a refund. I get text messages telling me to change to Month 4 Week 2 & payments being taken out and no sign whatsoever of Month 1's replacement.
Great first contact service and marketing but poor ongoing customer service
I was so excited in the beginning to get my aligners and get that perfect smile because my first consultation was an amazing experience. However, 3-months down the track, still 4 more months to go through my program, I am not happy because the customer service number that you call are just amateurs that send you an email if they cannot answer your question. Some of the aligners that I got were a bit rough, have long bases and protruding so they were too wide. It's happened 3 times now. Which shows they don't refine the digital print. This ...has caused me painful and some almost sleepless nights. Oral health affected. I've complained on the phone a couple of times and asked for my specialist to contact me but no reply. Until I found out 2 weeks later after calling again that there was a note there that I just need to go to their shop and have new scans! WTF! I am sticking into it only because I've already invested $$$$ and my gaps are getting narrower. However, I will not recommend it to my friends because of poor ongoing service and after care unless you're into pain or your tolerance is strong!
Poor experience in all areas of service
I first came across SmileDirectClub on Facebook and went to the Parramatta location for a free scan with my husband. The person who greeted us was very warm and friendly and the scan went well. However at the end of the scan, we were asked how we would like to pay for it, without given time to think about if we were even going to proceed. We felt rushed to make a decision, something you don't expect when paying a few thousand dollars for something.
We decided to both proceed regardless of feeling a little negative towards SmileDirectClub after...our experience at Parramatta. My aligners arrived after about 3 weeks and I was excited to receive them. When I put the first aligners in, the bottom ones fit perfectly, but the top ones did not seem wide enough for my teeth. After speaking on LiveChat, I was requested to take some photos of my mouth with and without the retainers in (I'm not sure how they expected me to take photos with the retainers in when it didn't even fit in my mouth?) Anyway, I took photos of the retainer hanging off my teeth as it didn't fit. I was told I would hear back within 3-5 days. 6 days later, I hadn't heard anything, so I went back on LiveChat and I was told they didn't receive my email. After telling them the exact date and time I sent it, they found it. I was told there was a "glitch in the system" (an excuse for everything) and that he would now upload the photos to my file. So now I've been told I have to wait another 3-5 business days to even hear anything back. I've already lost all hope in this company, and will be seeking a full refund if my issue is not rectified within 3-5 business days. I was offered a free aligner worth $99 for the issues experienced, but this won't be any use if I seek a refund...
Initial 3D scan experience was great BUT...
I feel that I have to update my review here after proceeding further with the initial enquiry stage.
After the initial 3D scan with the SmileShop I received a "smile plan" "approved by a registered dentist or orthodontist", which shows what my teeth will be like after the treatment, and I found a big problem with this plan - while it looks like my teeth will look more straighten, it will create a new issue for me at the same time, which is anterior open bite. This is interesting because anterior open bite is an issue which need to be addresse...d by orthodontics too. They could not fix the bite problem for me, yet they are trying to persuade me to proceed with a plan that will probably do me more harm than good. I will have more faith in this company if you tell me in the first place that I am not the right candidate. So even though the initial scan experience was good, I feel they are not honest enough and not necessarily acting in the best interest of their clients. Below is the original review: Had some problem trying to book initial 3D scan appointment through their website, but since I booked the appointment through the customer service line, I was very informed in every stage towards the appointment via email and sms. The "smile guide" was lovely during my appointment, explained the process thoroughly and answered all my questions. I am looking forward to starting the treatment and having a more confident smile!
Be really careful with this system!
Be really careful with this system! despite asking if they could deal with an underbite they said yes and after viewing their recommendations they obviously could not. The US administration is almost impossible to deal with despite several times contacting them.
Don't be fooled by some pretty CGI images that show your teeth moving and no written report that means it is down to your own judgment as to whether you think it is suitable or correct.
Honestly just felt like a sales pitch for a product
I kind of felt like I was buying a bucket load of Tupperware for my mouth. If the product works I'll be happy, if not I'll be seeking a refund. Time will tell. That's about as honest as I can be
The girls had the best of intentions for the business (which was quite obviously to sell the product) but tried too hard and didn’t match the energy of the consumer. I just wanted to get some facts about it and almost decided not to purchase because of how hard they were trying, it felt insincere and like I was just another sale they were trying to achieve as opposed to actually having the clients best interests at heart. As aforementioned, it was probably well intentioned but too much.
Questions & Answers
is there a way to directly get in contact with staff that work at this specific smile shop. i need information from my initial consultation that apparently isn't available to smile direct club.
Hi there, Marylou. I hope you are having a nice day. We have internal numbers to the SmileShops and we can take care of any issue regarding the scans. Could you please contact us via email at firstname.lastname@example.org so we can better assist you?
I need to straight my teeth and fill the gap .
I just wandering about the total course including charges.
Hi Shilpa, we will be more than happy to assist you with any questions you have, you can either start with an easy-to-use $25 impression kit or by assisting to a free scan appointment in one of our SmileShops. If you get approved for the aligners, we offer you two payment methods; a single payment of $2,825 or SmilePay, which consist in a convenient monthly payments, $299 deposit, $119/mo. for 24 months ($3155 total).
Please let us know if we can continue assisting you, for more details, you can also check our website: https://smiledirectclub.com.au/en-au/. Luana
Can i get your phone number please?
Hi Tom, we can be reached at 1800 515 198. Best, Emily
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|Category||Dental Services and Physical Shops||Dental Services and Physical Shops||Dental Services and Physical Shops||Dental Services and Physical Shops|
|Release date||Oct 2019||Oct 2019|
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