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Poor customer service
The lady who assessed my teeth, was sweet until I decided to not buy the service. She tried to push me to buy and she did not even give me the free whitening kit.
Felt horrible, never going back there.
I went through the whole process and my teeth were not straight but the end of it. I never Heard back from the dentist or anyone about it not only that I was meant to receive my 1st set of retainers as part of my package but never got them and never heard back from anyone regarding my progress a waste of $3000 when I could of gone and got the proper ones done they were happy to take my money but not provide the service
Do not go with smile direct club!
My experience started out good but it has ended up terrible. I have had a terrible experience with smile direct services and quality of product. My teeth are currently moving out of place again as it is taking so long to receive my retainers. I finished my ilingers months ago and the customer service has been so bad and so slow I have given up and I will now be starting new ilingers with invisiline. I completely wasted my money with smile direct and regret it big time!
The fact that I had to come in again after coming in ten weeks ago for my scan is unsatisfactory. Apparently my scans from ten weeks ago were lost and never received.
This isn't the store at Parramatta's fault, there is something not right with the team in general. This isn't the first issue I have had. Honestly though, having to go back to the store was a pain. It's not local to me and takes up most of the day to get there and back. How something like scans are lost in the first place is beyond me, even though there are records showing I was ...
- SmileShop QLD, Brisbane
Don’t do it go anywhere else
All they did was move my gap from between my front two teeth to two teeth over. They say they will do it in x amount of time and it will look like this but it is lies. They send you out touch up kits that don’t actually move teeth straight. I’m in the processes of getting a partial refund and even that is predicted to take 10 days to process to a credit card I told them is CLOSED, then another 10 days to go to my bank account. This company is abhorrent to say the absolute least. Someone sue!!!!!!!! Do a class action lawsuit. They’re doing it in the states do it here!! I cannot stand them with a passion. Worst company I have ever had to deal with in my entire life. Seriously go to anyone else but SDC. Save yourself!
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.
- SmileShop VIC, Melbourne
It is so disappointing that the people don't keep up their words. I was explained that I will be getting two retainers at the end of the course, for the package I choose. Since I have almost finished with the course, i am now asked to pay for the retainers!!
A true consumer experience vs the reviews they try to influence you into before you receive a product or service
Initial scan went well and as would be expected, staff were very helpful and friendly. There is sales pressure then and there to sign a 3K contract. I agreed. Promise was to have aligners within 5 weeks. 9 weeks later my credit card had fraudulent activity and my bank canceled it, one week after that I received an automated voice msg that legal action was to pursue due to unavailable funds. Product still not received, no email or phone call from Smile Direct, no contact at all apart from automated legal threat. So I phoned up to request where m...y aligners were and why I was being threatened for legal action for second payment (no product or service supplied, 10 weeks and counting) complete lack in confidence with this USA based corporation. Update: 11 weeks following initial scan and consultation I phoned a fourth time to request an eta. No one could tell me, I demanded the contract be canceled, the legal threats were to stop and refund for deposit and scan, this was verbally agreed. Fund have not been remit as yet. Highly dis functional and disorganised company.
- SmileShop NSW, Sydney
Hopeless, I should have gone with Invisalign
After receiving an email indicating my aligners were on the way I never received them. The tracking number indicates that they were delivered to a completely different address not even in my suburb. When I called smile direct I spent 17 minutes on the phone trying to find out where my aligners were. After 17 minutes the customer service person told me he was unable to help me or answer my questions because his internet wasn’t working. I asked whether I could speak to someone else who could help me and was put on hold for several more minutes before being told there was no one available to speak to me. The call ended there with no more information than what I started out with.
Don't like posting bad reviews but this was necessary
I was very excited to start my new smile journey with the promise of an easy process and 6 months to a new smile. 3 years later, I've had to have 5 re-scans and still a fair way off my dream smile (my teeth weren't even that severe so I'm still in shock it's taken so long). I'm very disappointed with the customer service team who have lost scans on multiple occasions and require constant follow up. Would recommend spending the extra cash to get Invisalign.
Worst customer service
Absolutely hated the process with Smile Direct Club Australia from start to finish. The girl at my initial appointment seemed to have no idea what she was selling and gave me multiple false information. After following the program as directed, my teeth are not straight and I've been asking to cancel. Though there's no customer service within Australia making receiving the support I needed impossible. Overseas call centres never call back. Do not recommend.
BEWARE Smile Direct Club: Provable problem: Will never go there again.
I would not otherwise have known I had been misled: By sheer luck, I had a verifiable honest second opinion: see below.
See TACTICS below.
Smile Direct Club, Chadstone: was the nearest dentist offering to do Medibank ‘free’ annual check-up and clean (No, not free: I pay mega $$$ monthly cover).
Smile Dentist set up fake empathy & trust.
1. TACTIC: Smile Direct Club Dentist said a clean could be done, but, a “proper” clean would cost about $295 extra: showing me an image of plaque just under my gum on a specific tooth. (I felt little opti...on but to agree). At outset I advised the Dentist would see four back massive fillings, done when I was a child. In the intervening four decades I lived interstate where my honest dentist always greeted me with “Here’s the person who never needs (likley never did need) a filling!’
It's not a FREE 3D scan, it's a scam
I received an email to book a FREE 3D scan for teeth aligners. In order to book this free appointment I needed to provide my credit card details on the basis of paying a $20 no show fee which I thought was fair enough. After my appointment the smile advisor explained that if I don't go ahead then $299 would be refunded to my card. I never agreed to that at any stage and made it very clear that I do not consent to that money being taken. I feel hoodwinked, deceived and misled into providing my credit card details. The employee advised that they ...would not debit it. After getting home I still feel very uncomfortable about it so called the head office who I felt were deliberately incoherent in responding to my complaint about their processes. Finally the guy I spoke to said he would delete my credit card details but that means I will not receive the picture of my 3D scan. It feels like it's a scam to extract money from my account for a different reason than the card details were provided. I agreed to a $20 no show fee not a $299 deposit on aligners. And it's not free because you don't see the 3D scan unless you pay the $299. Surely this is unlawful? Very upsetting and a complete waste of time. Also, upon arriving to the store, a staff member waves an ipad with a disclaimer asking for permission to video record the appointment for "staff training" purposes. I declined and pointed out that the document was agreeing to a lot more than that, genuinely thinking the employee had not read it and was therefore misinformed on the very misleading request. Beware! Whatever you do, do not provide any bank details to secure a FREE appointment. Save yourself the waste of time, stress and hassle. Read some of the other reviews on here, sceptical.
- SmileShop VIC, Chadstone
No customer service. Signed up - already on my second set of aligners and after 2 or 3 months, nothing fits - it's like they made aligners for a child. I send emails, facebook messages, but no response. The debit orders go off like clockwork though.
I initially was extremely happy with Smile Direct and was really excited, the pricing sounds amazing and the whole process sounds really incredible. However, once I had completed my consultation I waited for my smile and wasn’t happy and so wanted to review my smile (as they told me I could do) and then they just straight away put it back into ‘production’ without ever asking me what it was I wanted to fix or anything, I queried this and all they did was send me a tooth chart and asked me to tell them which teeth it was I wanted to be fixed. I ...don’t like that you don’t see their ‘team of dentists’ and so don’t know who is actually reviewing your smile and creating your plan, which I also queried if I could speak to their dentist and they just re sent me the teeth chart, almost every time I was speaking with a different person. And then on top of that, I was told they wouldn’t take the $299 deposit until I agreed with my smile and smile plan, later to find out that they took the money without me knowing from my account as soon as my initial smile plan was complete, when during my consultation they told me I had to give card details but wouldn’t be charged anything until I agreed, it wasn’t until I told them I didn’t want to go ahead as none of my questions were being answered, I was always talking with different people, the process was confusing and they were constantly sending me emails and text messages to go ahead that they told me my account had been charged and I was getting a refund that I then went back into my account and realised I was charged. Even after cancelling with them the text messages and emails were constant and borderline harassing saying my ‘smile was ready’ and to pay the $299 deposit so that they could begin production, I had to reply to each one unsubscribing or asking them to stop. Would not recommend this company to anyone.
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 email@example.com 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
Get an answer from our members and SmileDirectClub representatives
|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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