Smile Direct Club

I visited the clinic for a scan and was informed I was eligible for treatment at the consultation. I had pre-authorised payment that day to await the treatment plan and start the process immediately. I was then left in the dark with no contact from the clinic or company for 3 weeks. I couldn't access a human to talk to on their overcrowded call lines. I proceeded to chat to an AI bot and eventually talk to a human consultant where I was constantly re-directed. They then informed me over the chat line I was ineligible and they're sorry with no further explanation and they finished the chat. Terrible customer service and no genuine concern! Would not recommend!

Do not use this company!
I never even received my first set of aligners after 9 weeks of waiting when they advised the will arrive in 4-5weeks. I kept calling to find out the status and they advised do sorry there is a misprint please give us more time. I called yesterday (Wednesday) to find out what was going on and the man on the phone stated they were shipped on Monday and said he will send through my tracking number asap - this did not not happen. So I got in touch again and the other guy had advised no it hadn't been shipped at all and they haven't been printed. They only gave me a refund as I mentioned I will take them to the Ombudsman! STAY CLEAR NOT WORTH THE STRESS

Unable to speak with supervisors regarding discussing payments when aligners became too big during the course of the treatment. Tried to call at least six times, was told a supervisor would call back to discuss options but I never received a call. Meanwhile my daughters treatment has ceased to work. What a waste of money. Will now need to escalate issue outside of smile direct. Very unhappy customer I AM NOT SMILING.

Very, very bad customer service and product doesn't have the end result that they promise. Highly recommend anyone considering this company to not proceed. Overpriced.

Ash was amazing best orthodontist she had great amazing conversation and work ethic made me really comfortable thank you ash

Palak was really helpful and amazing, she gave me the nice advice about my future aligners.
Thank you

Really easy, straight forward process. I was helped by Ashleigh and she was friendly, knowledgeable and made the entire process really enjoyable.

I've been overcharged for 8 of my bills and they are refusing to refund me, it's been 3 months of chasing them up and I just keep getting told to call a number and they then tell me it needs to be escalated and they will email. Then the cycle repeats.

Very easy process, was greeted by Belle, who looked after me with a great friendly attitude. Explained everything in great detail, all round great customer service. Very pleased so far with everything and excited for my aligners to arrive!

Perfect service, awesome staff i love talking with Ashleigh, she was very helpful and nice

I had a great experience for my first consultation with SDC. Ashleigh was so kind, explained everything super clearly and treated me with great care! I’m so excited to start my SDC journey

Had appointment with ash today from New Zealand, very friendly great laugh, going to tell all my friends, thanks smile dire club

At the SDC today. Ashleigh attended to me. I loved the warm welcome. And the detailed explanation/instructions of the process. She also answered my questions.

Ashleigh at Perth was wonderful, friendly and thorough at explaining the whole process. A very positive experience, I have referred my daughter to make an appointment

Have an amazing experience at SmileDirectClub perth shop. Both Ashleigh and Palak were very helpful. Explained everything, great service. Can't wait to see my new smile!

Ashleigh at Perth SmileDirectClub was amazing to deal with. She was informative about the entire process and was genuinely excited about the SmileDirectClub journey.

I enjoyed my appointment at smile direct club, Ashley was great and made my time there great, and she deserves a pay rise woo hoo!

Both Ashleigh and Palak were fantastic, explained everything really well and answered all my questions. Can’t wait for my delivery!

Look forward to my new smile. Ash has been very helpful.

Update (October 2022) : They advertise night time aligners and I specifically requested them at my in person appointment. I was told to pay upfront and no one informed me I was "not eligible" for night time aligners until they arrived and I noticed that the first packet said "wear for 22 hours a day". This business is a scam and a waste of time! I have asked for a refund and am expected to get a message in 7-10 business days. Will see if that actually happens.

Receptionist was so helpful and welcoming. However the dental nurse I seen was quite rude/sarcastic at times - was very knowledgeable however not very good customer service skills. At times I felt uncomfortable!