Reviewer Photos & Videos
Everything went smooth but…
So I had finished my course and it’s mostly good but I wanted to get every tooth looking straight so I contacted and requested if I could get more aligners included which was agreed. Got my 2nd scan completed but 7 weeks later after being told to wait 5 weeks for my aligners to have nothing had been sent or delivered. Contacted and it seems my aligners were forgotten and never made. Now I’m waiting 5 more weeks for them to be made.
The initial set was smooth just the redo process was a mess. I would recommend for them being cost effective and working well though.
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.
Beautiful and relaxing experience. Supportive staff. Clean explanation. Looking forward to have better smile. Customer service was satisfying. Got all information at intial stage. Interested to explore more about it.
The reviewer stated that an incentive was offered for this review
They cannot fix all smiles
I was consulted by Ashleigh, whom I found to be a very warm, caring, and easy to talk to person, she walked me through all the steps and made me feel confident that I would soon have a smile to be proud of.
Update: After not hearing from them in 10 days I called the number provided and after some confusion they told me that my teeth could not be fixed by them, I was disappointed and asked for my money back and they told me that they had not taken any money out, so at least that was taken care of.
It is my son 4th set of alligners, we can’t get any answer fr the shop if they can fix the bottom teeth or not. We explanation why is the bottom teeth is not improving.
I found the hard sell and practiced off topic conversation off putting
I was pretty excited about the prospect of getting my teeth straightened. I see no reason why high tech remote orthodontics shouldn't work, but I found the sale tactics very off putting.
In this particular situation I think trying to get me to sign up without having the chance to review my plan or have dentist look at it is potentially dangerous. In my case the four month plan they sent me had straight teeth but an open bight and increased gaps between teeth, so I'm not going to go for it. I'm sure some people get great outcomes, I just don't think these kind of sale tactics have any place in healthcare.
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.
Beware Terrible Customer Service and Private Health Insurers will not pay
Their customer service team takes weeks and even months to respond to inquiries, doesn't provide any help and are downright rude. Their systems aren't capable of processing the installment plans they advertise.
Furthermore 3 seperate private health insurers will not pay claims even though SDC website states most funds will pay. Their insurance team won't even answer questions from funds which could help in the processing of customers claims.
High pressure selling
The procedure for getting a 3d image was quick and easy. The staff were friendly, in my opinion overly-familiar.
I didn't appreciate the high pressure selling though. Give me the time and space to reflect/decide if I'm going to go ahead or not.
Is it’s good
Nidja and Simone They service is very good, they explain very clear to me . I will take time t o consider about it, thank you very much and have a lovely day
The reviewer stated that an incentive was offered for this review
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.
It was more of a sales pitch rather than coming across as genuine.
What is making you insecure about your smile.... assumption. I'm not insecure.
You have to pay today to get the retainer, so there is not way you cant qualify so why say that.
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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