Reviewer Photos & Videos
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.
- 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.
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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...
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
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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