Smile Direct Club

Fantastic experience: Friendly, comforting staff. Happy with products and services and ph staff are helpful

Fantastic experience: I have had a hassle free experience with Smiles Direct. I am so happy with the end result. If you stick with the plan, it will work. My teeth were straightened between dental visits. My dentists was taken aback when I showed her. I could not afford $13k + I was quoted for metal braces that would be on my teeth for 2 years. This was my result with SDC in just 12 weeks and I used the teeth whitening provided by SDC. Please keep in mind my teeth weren’t severely crooked. I wore my trays 24/7 and only took them out for cleaning /eating. I still wear my retainer most nights.

Negative experience: Disappointed with their service. I have purchased their plan in march and until now i didn't got my perfect aligners every-time they sent incorrect aligners. Don’t waste your time with them.

Fantastic experience: Amazing work, answered all my questions every step of the way, scanned my teeth, finished everything under 30 mins, Nidhi killed it give her a raise

Negative experience: The customer service with Smile Direct Club does not exist, which is a shame because the product you purchase is actually pretty good, I’ve struggled with the customer service, and support is just non existent. Once they get your money, they don’t actually care.

Fantastic experience: It’s was great. Valerie was very welcoming and friendly. Made the whole process fun and comfortable. :)

Fantastic experience: My first consultation went smoothly with Nidhi. Nidhi was friendly and informative during this process!

Fantastic experience: It was good experience. Answered all my questions by Valerie. Looking forward to get smile I am looking for.

Fantastic experience: Had the pleasure of dealing with Valerie who explained in great detail how the process works and what to expect. She was extremely friendly and professional when taking scans of my teeth. Fantastic customer service 5 stars

Negative experience: Wasted so much time, with no desired outcome at the end. The little results I got ended up going backward... They have been instructed to refund by ACCC for miss leading practices. I am yet to receive my refund

Positive experience: My first visit and Valerie took me through each step. She was really helpful and patient with the process. I’m looking forward to having a great experience from smile direct club. Thank you

Negative experience: Terrible customer service, would not refund after I went to my private insurance provider for four times. My provider provides sufficient documents showing I had coverage during the time of Smile Club purchase. Yet Smile Direct keep saying the documents is not sufficient for claiming refund.

Fantastic experience: I had Wyatt, who explained the full process, made everything look so simple, and had the patience to answer any questions for me. He made me feel so eased. He definitely deserves 5

Fantastic experience: I had a great experience while my visit here. Wyatt was helpful and guided me in each and every step. He made sure to answer me about all my queries. Thanks Wyatt Keep Smiling

Fantastic experience: I had a lovely experience with Himani. She was very professional, informative and friendly and explained everything in detail, she was very helpful and answered all my questions, Himani was very thorough with taking the scan.

Fantastic experience: I had a great consult with Nidhi at Smile Direct Club Parra. She thoroughly explained the treatment and pricing plan, treatment box contents, and performed a detailed digital mapping of my teeth. The consult was comprehensive, came with a free teeth whitening kit and tote bag, and was free of charge. Nidhi was wonderful to chat with, and an asset to the Smile Direct team in my opinion!

Fantastic experience: Himani made things smooth and seamless! There was a text and a follow up call to confirm the appointment and the text was very descriptive to find the location, it was easy to find! She was very knowledgeable about the process as well. I’m so excited!

Negative experience: Unfortunately I have had a poor experience. After initially making good progress with my teeth, the moulds were not fitting anymore. After I contacted Smile Direct Club, there was an initial agreement to help by sending new moulds, however this was never followed up. I have sent multiple emails, with absolutely no response. I am still being debited every month, paying for a service I am not receiving, and my teeth are worse than when I started. The dentist stopped following up. I am contacting here as a last resort so that something can actually be done.

Fantastic experience: Lala was fabulous - clearly talked us through the process, no hidden extras, really happy with the initial consultation. Can’t wait to see how this process works for my daughter.

Fantastic experience: Friendly staffs, they did neatly & quickly. I got a lot of gifts after 3d scan. Hope my journey with SDC will be crowned with success

Fantastic experience: It was marvelous and am luck I went here if not my teeth is not in a good condition and it going to cost me more than $3000 dollars am very happy I went here thank you everyone

Fantastic experience: Valerie at Parramatta was very lovely & helpful. I was a bit sceptical about going ahead with the treatment, but she made me feel confident as she was able to answer all my questions.

Fantastic experience: When I went into the clinic, Lala was very professional and friendly with me in all aspects! I felt very comfortable and understood when I explained to her my teeth goals. Thank you so much for your help today, Lala! You’ve made my journey feel exciting and optimistic!

Negative experience: The staffs at the shop are very helpful, but the company is terrible. I was planning to proceed with the aligners but this is a big red flag for their lack of communication with customers. They charged me the whole amount of $2,825 without any notification three days after I did the free scan. I haven't received any information about the charge or accept any quote/invoice. Will update after 2-10 business days for the promised refund. Update: Two days after the false charge, I received an email saying that I need to see a real dentist to get my teeth straightened. Update 2: 12 business days after the false charge, I was told that the problem has been addressed but there was no information about the refund. The call centre is trying to brush off the issue. I have been reading other negative reviews and everyone is having the same communication problem with this company.

Fantastic experience: The staff is always friendly and the customer service is reachable quickly over phone anytime ! I required minute alignment fix and my journey has been great so far. Everyone’s teeth is different so my expected shape did not happen in 6months of my first treatment. But smile direct team has been helpful on getting touch ups done. Regular updates are shared via email by the team.

Fantastic experience: Today I had an appointment with Helen She absolutely amazing helping me achieve a beautiful smile and make me feel confident thank you so much for all your help

Fantastic experience: I had a lovely experience with Nidhi. She was very professional, informative and friendly and explained everything in detail. The environment was very clean and there were cubicles that allowed for privacy whilst getting your 3D scan. The scan itself was fascinating and simple and free! It looked very legitimate and Nidhi was very thorough with taking the scan. As I had already read about the two payment options I chose to go with the monthly payment plan. After the scan I received a free whitening kit and lip balm which was awesome. There was a $299 initial fee that would only go through if you were approved for the procedure which occurred a few days after the scan. I am excited to begin the process and am currently waiting for my package to arrive.

Fantastic experience: The service staff Lala is very attentive and kind. During the conversation, she always smiled patiently and answered questions carefully

Fantastic experience: Absolute great customer service satisfaction when coming in for my 3D scan. Nidhi, the person that looked after me was very polite and professional. She not only made me feel more confident but made it clear I’m in good hands. As a customer this is what you want. Cannot wait to start my journey for a better smile.

Fantastic experience: wonderful girl called helen helped me with all my questions while i did my 3D scan, made me feel welcomed and at ease with everything i asked about, definitely recommend!!

Fantastic experience: Thank you for looking after me today, Lala. I really look forward to receiving my own kit. This is such a great business. Hightly recommedned to anyone.

Fantastic experience: Lala was a great help. Super friendly and seemed very professional. Knows what she's talking about. Would recommend.

Fantastic experience: What an experience Lala and her team were so lovely made me feel so comfortable and can’t recommend anyone better then these lovely people to start your journey with. Apperciate that not only were they professional but also made me feel relaxed throughout the whole process. Thank you Team

Fantastic experience: Great service from the girls down at parramatta! So satisfied by the customer service! HIMANI was amazing! She was amazing! She was so friendly and I could relax around her. Thank you so much!

Negative experience: Smile Direct Club has the worst quality, the aligners my friend received left her with severe cuts and mouth ulcers which she cried from and had to treat for weeks with ointments to recover. She has been in contact with the company on numerous occasions and no one is assisting her with her dispute. She has been back and forth via emails, phone calls and DM’s trying to resolve the matter and no one cares to look into the situation. This is very disturbing, a medical product should not be allowed to sell unless it is safe and has been tested properly. She has spent a lot of money on the aligners and only wishes for the proper care in regards to her painful experience. I wouldn’t recommend anybody to trust this company

Fantastic experience: Helen was incredibly knowledgeable and very reassuring of the entire process and explained everything really well. I was very satisfied with all the information she presented which why i chose go go ahead with the aligners from smile direct club.

Fantastic experience: Had Himani check me out at a booking, she made it so easy to understand what I was getting into and explained clearly what my journey was going to look like. Highly recommend for those who are uncertain to book an appointment with them!!! Thank you so much to Himani for this as I didn’t really know what it was about until now.

Negative experience: Preface: Wouldn't recommend if your teeth are crowded as were mine. Otherwise, not sure. Didn't work after 1 and a half years. Refund was relatively easy though, did have to mention the ACCC until they really went forward with it. You won't find too many bad reviews (outside of Reddit) because within the refund document which needs to be signed you cannot give negative publicity or they can take legal action.

Fantastic experience: I spoke with Himani a smile guide in SDC, who was very professional and thorough. She was able to answer all of my questions and even listened to an upsetting situation I had before my appointment with them. I’m glad that I went to their clinic/shop instead of receiving and making the impression by myself. Thank you for your excellent service Himani. You deserve more than 5 stars.

Fantastic experience: The customer service was excellent. Maya helped me understand the entire process and walked me through each step very meticulously and expertly.

Fantastic experience: They exactly know what they're doing. The staff are very friendly and professional. and the 3D scanner, it's so cool; they send your future smile to your personal account. Great service and affordable price. You will also get a decent whitening kit. highly recommended. Thank you.

Fantastic experience: If I could rate this 100 stars, i would. The most amazing experience ever! Nidhi was my smileguide and she was literally the kindest person i’ve ever met and she was so supportive! If i could go back in time and relive my experience! I wouldn’t change a thing! It was so amazing, i’m so excited to begin my journey.

Fantastic experience: Valarie was simply amazing. My daughter was incredibly nervous and teary, Valarie completely reassured her, kept to my daughter's pace and explained everything so wonderfully. Thank you!

Positive experience: I had a lovely consultation with Himani! She explained the whole process and ensured that I was comfortable throughout!

Fantastic experience: Smile direct club was a great choice for me, I was greeted by Helen and she was amazing so friendly and was able to answer any question I asked and she was very understanding of what corrections I want to make to my smile

Fantastic experience: I was seen by Maya today, she was very friendly and made me feel very welcomed. She provided excellent care and service. The whole experience was quick and easy and I highly recommend it!

Fantastic experience: Helen from the Parramatta office was amazing, she was so kind hearted! She eased my nerves, explained everything thoroughly and answered all my questions. I’m now very excited for my new smile!

Fantastic experience: I was there a couple of months ago and Valerie was my consultant. Some of the best customer service I have experienced in my life. I didn’t have to wait long and it was so easy. Valerie is so bubbly and friendly and answered all my questions to a T with extreme detail. Unfortunately I don’t believe smile direct club is for me but I thoroughly enjoyed the experience. Thanks Valerie !

Fantastic experience: Great experience, valevie was so nice answered any weird questions i had best service Cant wait to fix my smile

Fantastic experience: My experience with smile direct was so positive and reassuring. Helen was absolutely the kindest and sweetest to speak to. Her customer service was so appreciative and informative. From the bottom of my heart thankyou Smile Direct team and Amazing Helen.

Negative experience: I went there to get my aligners.niw after four weeks still waiting. The service very poor. I wouldn't recommend smile direct to any one. Going to a normal dentist is may little more.but far better results.

Fantastic experience: NIDHI was so kind and very professional! She made me feel very comfortable throughout the entire process!! Thankyou NIDHI ( parramatta smile direct)

Fantastic experience: Absolutely fantastic consultation, Helen was great answered any questions and was all done quickly and effortlessly.

Negative experience: My bottom aligners don't fit, they have sent 3 new packages and they all don't fit. They keep on telling me 'we will fix it, don't worry' but they always send another set that does not fit. To be honest I have had enough, I can't get a refund and so I have to make due with the ones I have on now. I am sorry Smile Direct but you're not seeing a smile on my face at the moment. I am angry with you guys, but I guess there is nothing I can do anymore. I don't know if it's the doctors or the machine making it. I have scanned my teeth twice, so if it does not fit just communicate it to me. I hope someone is listening, or maybe you pretend you care, just show you care please and help. Actions speak louder than words.

Fantastic experience: Beautiful service from Helen. Explained everything and was very helpful and friendly during my visit. She provided me with lots of information to get me started. Highly recommend to see Helen at Parramatta smile direct

Fantastic experience: I had my consultation with Maya at Parramatta. It was quick, easy and completely painless! Pretty cool to see my teeth scan and talk about how my new smile would look. Maya was super friendly and helped me with all my questions. She gave me a crystal clear explanation of the whole process. Overall she was so supportive and encouraging right from the beginning of my appointment. Thank you Maya and the team at Parramatta! :)

Fantastic experience: Helen was my consultant at Smile Direct Parramatta. She was very personable, knowledgeable and ensured that she captured all the data perfectly, so that my liners would fit as they should when they’re made up. I appreciated her warm nature, her enthusiasm to help me get my smile on track and her detail oriented perfectionism to make sure the 3D scan of my teeth was to the required standard. I’m super excited about receiving my liners in a few weeks time!

Fantastic experience: Helen at Parramatta smile direct club was absolutely wonderful with my son. She made my son feel so comfortable and at ease with his appointment and listened to what he wanted. Helen was thorough and very informative and always stopped to check if my son was ok or had any questions. He cannot wait for his action plan and aligners, he walked out so happy and excited. Thank you so much for already putting a smile on my son's face, I can't wait to see my son's smile get bigger and better with each process.

Fantastic experience: Had the best experience there Helen and Imogen were so sweet and friendly and they helped with every thing i needed and wanted would def recommend to anyone who wants to go there to go

Fantastic experience: My experience was amazing. Helen and Himani were friendly and were able to help me guide for my new smile. Also got a free whitening kit which is a plus. Very good would recommend

Fantastic experience: I was met by Helen, who helped me out and explained how the process works. She was so lovely and made it feel so comfortable. I would definitely recommend to any of my friends!

Fantastic experience: Amazing experience, the most lovely ladies in there I got my scan by Helen and she was fabulous

Fantastic experience: Yes Helen was great and was very professional and great customer service and explained to me how it all works

Fantastic experience: I arrived a bit late, which was my fault, but was still given the opportunity to go through with my scheduled appointment! The staff were extremely friendly and very welcoming. A young lady, named Nidhi, guided me through the whole process of teeth alignment and what it would look like for me. I found her kindness and support very comforting to express my insecurities with crooked teeth. I would 100 recommend coming to smile direct club if your looking to straightening up your teeth. Great people, great experience! :)

Positive experience: The clinic was clean and tidy. The staff were very friendly. My personal staff assistant 'Nidhi' had great customer service and really empathised with my needs. She was a great communicator and also had a great personality. She was very professional and I felt confident with the product.

Fantastic experience: Great service. Solution orientated approach as I needed some adjustment during the course of my treatment getting my perfect smile . Punctual and well organised. Valerie is very professional, kind and emphateric. A big thanks

Fantastic experience: I had my scan done was done by Valerie and im so excited to start my new smile journey !!!

Fantastic experience: Amazing experience staff (Nidhi) was super friendly, very informative and helpful. Loved the service that I received.

Negative experience: WORST EXPERIENCE EVER. Go to a proper dentist if you have crowding issues. I am an more mature candidate (late 30's) and I have a stubborn recessed tooth. I have followed all the guidelines and been sent 2 sets of retainers and by the 4th week, I cannot get the retainer on. I want refund and the customer service is SOOOOOOO bad, I have to follow up. No one get backs to you. Its pathetic. Do not go here if you have issues such as mine. Go to a proper dentist and get proper consults and real solutions. This online service should not be for everyone, and they as a business should recognize this. They are still taking money from my account and no action taken to my concerns. DONT GO HERE!!!! Update 6/6/21 I went to a proper dentist, who told me there is not enough space in my mouth for this service. Smile direct sold me something that they had no idea if it could or could not work. Smile direct is offering a partial refund, and I have back the plates to Texas from Australia at my own expense!!!! they have no idea what they are doing or about Australian Consumer laws. They are arrogant and incompetent. Update 5/7/21 Jen who introduces herself on every email repetitively (starting to wonder if she’s a bot) emailed me after my last email asking to speak to someone in management. Once month passed no action - p.a.t.h.e.t.i.c! Update 11/7/21 still no response. @reviews, you can email me back, you have my account details. I have emailed everyone. I have not signed anything and I just want my money back in a product that didn’t work. This is abc type stuff. I will keep writing until I get a response! I just want a refund and to move on from this horrible experience. Update - 1/08/2021 Still taking money from my account. Event though I have sent the aligners back and requested a refund. They could not organise a beer in a pub this company. Update 1/10 /2021 Paid: $-1629.04 received Refund of $889.40. Wasted over $700 for a product that doesn’t work. BEWARE OF THIS COMPANY!!!

Negative experience: The aligners don't work, but the worst part is they won't refund the money and wont respond to customer service emails. They don't want to address genuine customer concerns and issues and even when they agree to refund the money they won't do it but keep taking the money. I had to cancel my debit card to stop them taking more money.

Negative experience: Not happy when I went to Parramatta clinic. The consultant never mentioned that the clear liners are not week by week. After 7 months I finished and linerse. Call to get more they said why I changed them on weekly base. They never told me at first. All the lady was worried about get my signature and payment. Now I am waiting for past 4 weeks for my final linerse and still not arrived.

Fantastic experience: My experience was very good. Nidhi and Maya were friendly and were able to help me guide for my new smile. Also got a free whiting kit which is a plus. Very good would recommend

Negative experience: Disappointed with the service from in store and website. Was quoted for aligners and was amazingly happy with the pricing, the planning, how it all worked however in a 3 week period I heard nothing from them regarding what the go was, only to find out they rejected me out of nowhere with all my details. The gentlemen on the phone was helpful however just disappointment I waited so long and had full success in-store and was told everything only for it to be fully rejected. Would not recommend, wish I just did braces

Fantastic experience: Visited the store today and maya looked after me. She was very friendly and made sure I knew all about smile direct club and all about what they do. She also made sure I was comfortable doing the 3D scan.

Fantastic experience: Himani was very friendly and helpful! She answered all of my questions and guided me through the entire process. It was a great experience!

Fantastic experience: Maya was very friendly and welcoming. She talked me through the whole process and explained everything clearly. Really great experience, thanks!

Negative experience: I had a bad customer experience with smiledirectclub in parramatta. I have made a appointment and came to Westfield parramatta but lost my way. I called up the store and advised my location and asked the operator help me to direct the way to their store. Sadly, that operator was not helping me by giving me the direction or the location of the store instead of asking for my personal info simply blush me off saying someone will call me which I have never had the call back from anyone. Besides, the call connection is so bad. I’m not going to go back to smiledirectclub for their such poor customer service.

Fantastic experience: Update 26th Feb 2021: Had a Touch-up scan visit and was once again served by the lovely Maya ... Even got me a lip balm with the amazing service!!! Maya was the best, walked me through the entire process, some funny banter and a good step into a better smile!!!

Fantastic experience: My SmileGuide was Nidhi and she was honestly so nice to me and very helpful! Had a lot of fun with my 3D scan and I walked out of there with a smile on my face!! Best customer experience ever :) I can't wait to see how my new smile looks

Fantastic experience: Visited the store today and honestly had the best service by Maya, highly recommend she was very friendly and welcoming. She made sure I was comfortable and was excellent at her job I walked out with a bigger smile then I walked in with and it was only a consultation.

Fantastic experience: Lovely experience, Valerie was so friendly and made it very easy to understand the process ! Thank you :)

Fantastic experience: It was an amazing experience visiting. Maya was so good at her job explaining the process and the details of 3D scan and improving smile. Happy with the service and definitely will recommend it.

Positive experience: The service was very impressive. They put a perfectly matching dental crown on my half-broken tooth which was previously making me suffer from pain and swelling. The staff was kind too and they ensured that I was comfortable throughout the procedure which only required two visits. I would definitely recommend them for anyone suffering from a broken tooth.

Fantastic experience: Came in on Saturday the 21st of November. Very prompt and on time service with very polite staff who were extremely helpful and explained the next few steps. Very happy with the staff and the outcome :)

Fantastic experience: It was an Incredible Experience with Smile Direct Club. I was little nervous before my appointment but NIDHI Make it very simple for me What A Lady She Is. Whenever You go Just Ask for NIDHI She will make everything simple and clear . Very Professional ⭐️⭐️⭐️⭐️⭐️ 5/5 For NIDHI. Thank You Very Much..!!!!

Fantastic experience: I went today and was seen by Rebecca! She was really understanding and took the time to listen to my teeth goals. She was extremely friendly and easy to get along with, making the overall experience very enjoyable :) Thank you!

Fantastic experience: Warm & friendly staff.. customer service was fantastic! The equipment & technology used was totally amazing!!! I can’t wait to see my before & after video and can’t wait to use the awesome teeth whitening Kit I received for attending the FREE consultation!

Fantastic experience: Wow what a wonderful experience with Nidhi. Although being quite anxious about this (having not great experiences with my teeth in the past) Nidhi went above and beyond to make me feel extremely comfortable and to assist me with the start of my journey. As someone who works in customer care myself, Nidhi’s service to me was truly a customer service dream! I have been quite insecure about my teeth for years now, however Nidhi made me feel very comfortable in the scanning process. Her genuine care for me and my teeth and the journey I am about to embark on truly didn’t go overlooked, I am now so excited for my journey and am truly happy I chose to go on this journey with smile direct club! Above all, she was also very informed which really showed when I asked some tougher questions. This excellent customer service almost makes me wish there wasn’t only one single appointment!!

Fantastic experience: They always surprise me how good their customer service in-store is. Maya assisted me on the day and was awesome! Though SDC needs to improve a few things in their treatment otherwise as I went in for a re-evaluation after I didn’t receive the optimal results.

Fantastic experience: I had Maya as my Smile Guide and she was great. Explained everything to me and the whole process was super smooth. Amazing service!

Fantastic experience: Great staff at the Parramatta office, very professional and went the full hard yards with me. With my medical issue they still took their time to assist me. Unbelievable service, outstanding. Thank you ladies

Fantastic experience: Brilliant customer experience. All the beautiful people in store were friendly, accommodating and made the process extremely comforting and professional.

Fantastic experience: The 3D scan is very impressive. They have technology that is able to take so many photos per second to get an accurate scan of your teeth. I went to smile direct at Parramatta and was scanned by Valerie. Her customer service skills are phenomenal, She is warm and welcoming, made me feel comfortable and excited about the whole Process of fixing my teeth. She is professional whilst also feeling like I was with someone I know And trust. I cannot wait to get my new smile!

Negative experience: Wonderful experience with Nidhi. Can’t wait to start my Journey. Upon further experience this has been a terrible waste of time. they have gone ahead and cancelled without my knowledge nor has anyone gotten back to me as to why. Big waste of time

Fantastic experience: OMG coming here was an experience of a lifetime, it was so enjoyable seeing all the cool tech being used, totally better than going to a regular dentist, highly recommended. Also a big thanks to the team especially Maya, my smile guide.

Fantastic experience: My consultation was very lovely and answered all my questions. She explained things very clearly and didn’t rush me at all. I love how everything is so convenient and best of all the payment methods are so flexible!

Fantastic experience: I did my consultation with Maya in Smile Direct Club and it was such a good experience for me . She explained me everything and did scanning for my teeth with latest technology machine in less then half and hour which was amazing . Another good thing is I don’t have to go every month for check ups because when I receive my box it will contain everything that I need for the rest of the treatment . So smile direct club saves your money as well as your time too :)

Fantastic experience: himani was very nice and helpful. explained the whole process very well and overall was a kind bubbly person :)

Fantastic experience: The staff were all really nice. Hirani guided me through everything very smoothly and very professional.

Fantastic experience: I had a great experience at the Parramatta clinic! I was immediately greeted by Val, who was super helpful when filling out the initial documents. I was then assisted by Alice who explained the process, answered all my questions and provided exceptional service. I am excited to get my aligners and am extremely satisfied with the service I received.