“Highly do not recommend.
I went to Smile Direct to close a gap between my upper teeth. They did their scans and assessment and assured me that it will be closed in 4 months.
I diligently wore the aligners, as prescribed, for 4 months but the gap was still there and additionally, there where new gaps between my lower teeth that were fine before. I tried to contact their costumer service but they never answered the phone, so I had to eventually go to their shop in person.
They got me follow up aligners for another 4 months and, again, assured me that the gap will close.
After the second round of aligners the gap was still there.
Given that their marketing promises a Smile Guarantee, I asked for another set but never heard back. After another round of me trying to contact their customer support, never hearing back, and eventually visiting the shop again, I found out that some “doctor” had refused the additional round but failed to ever notify me.
That was an absolute shock because they promised to close my gap, took my money, hassled me needlessly, promised the smile guarantee, but never delivered. They took the money for a service that was never delivered.
On top of all this, during my latest dental check up, my dentist noticed that the nerves in one of my teeth have died. Meaning that the tooth will slowly discolour and decay. The dentist said that it’s most likely from the trauma caused by the aligners.
As you can imagine, after all of this, the absolute minimum that I deserved was the refund of my money.
After going through their “customer support” for three months, being told that they’d call me “within 3-5 days” and never hearing back, I finally mentioned that I would refer this case to the ACCC and that’s when someone bothered to contact me about my request for a refund. Sadly, their offer was that they would consider a $400 refund, which of course was another show of their abysmal customer service and lack of responsibility for their actions.
I highly recommend that you steer away from this company as they’re unprofessional, dangerous, and unethical. They take money for a service that they fail to deliver, they lie about calling back, they try to prolong the process so much purposefully for people to just give up and walk away.
If you have been impacted by their terrible treatment as well, here are some tips that I learned the hard way in my experience:
1. Their customer service for existing customers puts you on an endless hold. So, if you wanna talk to someone, press 1 to get connected as a new customer.
2. They have had troubles with the ACCC before (unsurprisingly), so a mention of that got their “customer retention” person to actually give me a call back after 3 months of lies.”
“The worst service ever. I am in my 7th set of aligners. 2 home kits and 6 scans. It doesn’t work and they do not help you once they have your money.
The rescans take up to 6 weeks so you are stuck with having to wear aligners that don’t work or fit so your teeth don’t move. Originally the plan was for 4 month and I am 16 months in.”
