SmileDirectClub - New Zealand Reviews

It was a great experience, the team were all so friendly and really made everything so easy and made me feel comfortable from start to finish. Can’t wait to get my new smile

I was warmly welcomed & ushered into the shop with a bona fide smile. I was indeed given a 5 star service with a-state-of-the-art devices befitting value for money.. Albeit I am yet to see any results for me, I'm satisfied on the bases of high trust that the folks at Smile Club are honest & professional
By Emmanuel
Auckland

Diane was amazing filled with great information made sure all questions were answered and that I was aware of the process, made me feel comfortable I would definitely recommend this

Had the most pleasant experience I’ve ever had at a dental appointment. The staff we’re very friendly and engaging. Diane was my smile specialist and she was absolute lovely and friendly. She answered all my questions and worries and made me feel very comfortable during the procedure. Well done to the smile team, you are doing everything perfectly.

Thanks for all of your guidance Stephanie and Avi! Was an interesting experience and you ladies left me with no further questions 👍🏻

Friendly service and an informative visit. Olivia was professional and helpful.

Lovely people, gave me good information about their product and were super helpful

Awesome experience - Diane was amazing - was very nervous and a bit scared as it was the first time I had gone out of my comfort zone and done something like this but Diane made it such a fun experience - so like 5++ stars to her :)

The most dishonest company I’ve ever dealt with. Stay away. If I could rate a zero I would. I signed up for nighttime aligners, did the original moulds and received confirmation that I was good to go. Was asked to (and did) pay over $3,000 - they then sent me aligners. But not nighttime ones. Without saying a word to me they changed me over to normal aligners which I didn’t order and I had (and still have) absolutely no interest in going down that route. They are now refusing to engage in any substantive communication, have offered a paltry $200, and seem intent on working in the assumption should just proceed their way. Ultimately they were dishonest when they asked for payment and are failing to refund me now. I’ve spoken to countless support staff and keep being told the next response will be in 3-7 business days at which time they’ll probably say the same thing they’ve said over and over already. It’s clear they’re hoping it’ll just be too difficult and the customer will go away with them keeping the money. From other reviews here it seems this is not unusual on their part.

Stay well away from these crooks.
I've finished my treatment a few months ago and I'm very dissatisfied with the outcome as MY TEETH AREN'T ALIGNED. I've tried contacting there team via email for a few months with little to no response and then I decided to go to their shop to get things sorted.
They did another scan and said they would email me within a few days. Well they have emailed me requesting AN EXTRA 150 DOLLARS A MONTH FOR NEW ALIGNERS. Avoid these crooks and go to a professional company like invisalign where you will be taken care of properly.

Sophia my consultant was assertive informative and engaging.
Great Gal.
I enjoyed the process and everything was clearly explained.
Brilliant
Very happy so far

Zero Stars!!! Absolutely rotten company! Do not begin your clear aligner journey with SmileDirect they only care about making sales and not about you and getting your Smile aligned. I have huge regrets trusting them, save yourself and go elsewhere.

At first everything seemed great and the aligners seemed to be doing their job. Then I realised the aligners were not correctly fitted to my teeth even though I was doing everything as instructed.

I contacted customer services as soon as I realised the aligners were not fitting correctly. This was back in April - I was supposed to finish treatment in August - it's now October and I still haven't received my replacement aligners and am in constant pain due to my jaw being out of alignment.

In April I was told to complete an impression kit, but due to covid it was August before I received this (after stating it would arrive in six weeks). I sent this back straight away and when I enquired as to where the aligners were at, they said the impressions were delayed and they weren't able to get these to the impressions team.

I went over a month without any replies from customer services and it took emailing every day for over a week to get a response. They have again gone radio silent and I am back to emailing every day.

Every time I contact the company I get a different representative. There is never any useful information as they only tend to send a standard template reply ("we are here to make you smile"). This has resulted in my aligner orders being cancelled or re-ordered. I have no idea what is going on. I stopped making payments because I believe this company to be a sham.

I'm so unhappy - I'm experiencing headaches and a clicking jaw because my bite is incorrect due to the aligners moving my teeth. I still have to wear my aligners because I can't close my mouth properly without them.

It is honestly not worth the so-called savings - if you want your teeth straightened please see an orthodontist or investigate another company. I wish I'd never started with this company. They are not legit.

The absolute worst. Impossible to deal with. They say they'll reply within X days but then after that time they claim to have never received my emails so I forward it all again (waste my time) and then they claim to never have got the message. The staff turn over in the shop is really high which isn't a good sign. My first lot of aligners didn't fit and then they send me another 2 whole months worth that still didn't work. Their visa prezzy card never worked and they didn't reply to my literally dozens of emails about it. DO NOT BOTHER - THEIR PRODUCT DOESN'T WORK. Terrible, infuriating "customer service". Wish I had never wasted my money...my teeth are still crooked and I've lost thousands of dollars.

Informative and professional experience.

Very good service. Sophia, the lady that served me was polite and really helpful. I feel like they really cared about my smile and that I feel more confident with my teeth after the process. Overall very happy.

I would not recommend Smile Direct Club to anyone if you want to deal with a serious company. I imagine things to be fine unless you don't have any problems with your aligners, but unfortunately I have and they have not been very helpful. I've been in touch with costumer service a number of times and having to explain over and over again what the problem is, but they keep changing my contact person so I have to start over all the time which is very frustrating.

At first everything seemed great, my box arrived only after two weeks and the first 4 sets of aligners fitted nicely. Then the problems started and some of my sets were clearly not made after my teeth at all and my teeth just didn't not shift like they should have. Unfortunately, when I discovered this I had left Nz due to the covid-19 crisis (I'm a European citizen). They offered me another scan and when I couldn't do that they said they would send me a impression kit, but they could only send it to an address in Nz which I, of course, don't have. Even if I did, during the circumstances this would be a very long process to get new aligners to send this back and forth to Nz and then also not being able to get my new sets sent to me in Europe either. I asked if their clinic in Germany could send me one instead, but then they put me in touch with yet another person in customer service who obviously didn't even read through the conversation as she just asked "should be schedule you for another scan?". Considering the amount of money you pay I would have expected more help regarding my issue than this.

I also signed up for a deal where the first 3 months would be free from monthly payments, this did not happened. When I asked them about this all they did was apologize, but without compensation. The credit card charges that was meant to be monthly have also been very irregular. Some months they have charged me twice, and this month three times without notifying me, meaning they took 450 NZD at once from my account leaving me with almost no money left for food for the rest of the month.

To sum it up, I'm not happy, I'm not smiling, my bank account is almost empty and my teeth are still crooked.

Extremely helpful and staff are very friendly and well informed. They made the whole process so easy and simple. Thank you so much - really looking forward to my perfect smile. :)

Everything went well. Just the parking and getting to the place was confusing.
I ended up parking in another place with all the road works going and so had to pay for my own. Would have been nice to get free parking.
Access to the building was restricted due to COVID 19.
I don't know if the person looking after me was qualified enough? They had a good level of understanding however not sure if they were trained dentists or dental hygienigst etc. I am very much aware that everything is thoroughly inspected by a dentist elsewhere....just not in person at the time of my appointment.
Nothing to fault.
Everything went smoothly, very professional and understanding staff member.

Thanks guys!!!

I had a great visit! Super friendly and professional staff, great safety/hygiene measures. Cannot wait to see my treatment plan!

If it allow me to give no star I will not give any of the star to SMC. What they said on the website is a lie. You would not get and refund back even you paid around nzd$800 to send all the used aligners backs and pay for the custom duties. They gave me the unfit aligners that’s why I asked for refund and it said on the website it is 100% refund. But they said there is no refund. Will tell everyone not to go SMC. They are sucks.

I had the best consultation ever! Tess talked me through the whole process and got me extremely excited to see the end result.

Very professional fantastic customer service highly recommend 😊

We were sent consistent reminders about the upcoming appointment. When I asked for help about finding the car park we received thorough instructions. Once in the building we were picked up at the elevators and escorted to Smile Direct and met by a very friendly person.
Our Smile Guide was very friendly, relatable, and informative. She was patient with my son’s ADHD curiosity. I loved the free goody bag and my son looks forward to using the teeth whitening gift.

Amazing customer service! Everyone was so lovely and ensured everything was ok. During COVID it’s tricky but the girls were so professional, calm, caring and just amazing through the whole experience.