SmileDirectClub - New Zealand Reviews 

Worst Company I have ever dealt with.
Discontinued their sales in New Zealand and all forms of communication was gone.
Disconnected their Phone line which made getting hold of them difficult.
All email reply's were automated. No doubt the reply to this will be automated as well ..
they ended my treatment abruptly without completion and refused to give me a full refund.
Thanks for wasting two years of time that could of gone into fixing my smile.
P!ss POOR customer service. THEY DID NOT MAKE ME SMILE TODAY

1star was the only option. They don’t even deserve that. Absolute rubbish service and communication. They don’t send retainers out. But happy to take your money. Emails don’t get returned, there’s now no phone number. I want my money back. And I am going to seek legal action

Worst company in the world. I never leave reviews but these guys have infuriated me more than I would like to admit. Worst service ever. I was paying monthly, and they kept prolonging sending me the correct aligners until it came to the point I had paid off the aligner in total and was left with zero improvements and being blanked by them through customer support.

I put in a request for a new set of retainers early May due to my current ones desperately needing to be replaced, I waited for 4 weeks without a response.
I emailed in to ask if my order had been accepted and how long the ETA for arrival was.
I received a response via email to say Smile Direct was no longer in operation here, but if I confirmed my address details - I would be able to get one last set free of charge.
I thought this was amazing.

Email below

On Fri, 2 Jun 2023
Hi Hayley,

This is Yamila, one of the Customer Care Specialists here at SmileDirectClub.

Thank you very much for contacting us, and our sincere apologies for the inconvenience. While checking on your account, we were able to see that there is not any rt order active. In this case, you have 1 set of free retainers. Kindly confirm your shipping address, so we can place the order at no cost.

After this, we won't be able to order more retainers, as the previous email stated, this will be the last chance to order them.

If you have any questions, please feel free to contact us, as we are here to help.

Kindest regards,

Yamila A.
Customer Care Specialist
SmileDirectClub

6 weeks goes by, I have requested
more info as the email states if you have any questions, get in touch - no response.
My ticket was closed off, I know it was because it triggered the survey email which typically come after the experience, so not only was I offered a new set of retainers - the offer was never honoured and I still dont have retainers.

As someone that works works in customer service - this experience was a massive disappointment, with zero follow up and zero substance behind their words.

I definitely wouldn’t recommend.

Cant even get in touch with them after they take the money they fob you off and don't want to complete the treatment.
- Have got a reply to this review and have sent an email to the email address you have provided.

Here is the email:

Dear Smile Direct,

I hope this email finds you well. My name is Hamish Webb, and I am a customer from New Zealand who has been using your teeth realignment service. I am writing to express my concerns about recent changes in your chat system and the lack of response to emails. Additionally, I would like to address the repeated requests for unclear photos, which seem to be an attempt to avoid taking responsibility for the effectiveness of your service.

Firstly, I have noticed a significant change in your chat system recently. It has become increasingly difficult to get in touch with your customer service representatives, leaving me with prolonged waiting times and often no response at all. This lack of communication has made it challenging to seek assistance and has left me feeling frustrated and ignored as a customer.

Furthermore, I have encountered an issue with the email correspondence. Despite sending multiple emails to your support team, I have not received any replies or acknowledgements. It is disheartening to be left in the dark without any information or support regarding my ongoing treatment.

Lastly, I must address the concern I have regarding the repeated requests for unclear photos. On multiple occasions, I have provided photographs as requested, only to be told that they are not clear enough. This strategy gives the impression of trying to delay the process and possibly fob off customers who may be dissatisfied with the effectiveness of your teeth realignment service. This lack of transparency and accountability is deeply troubling.

Attached screenshot of your last radio silence when trying to get support.

Thank you for your attention to this matter.

Yours sincerely,

Hamish Webb
New Zealand

I am writing this review for all the people that have been scammed by this company with their "Shut Operations in New Zealand" which lead to unfinished treatment and no refunds.

I have been with them since 2020, they said 6 months and it took 2 years to still don't have them aligned and telling me they won't finish my treatment, no refund and to purchase a retainer, which is an insulting recommendation.

I am supposed to receive a call back from their "Response Team" 5 months ago and I've been calling so someone can call me back. I am tired of that.

I couldn't find anything on Google of anyone complaining about this and it's why I am writing this review.

I am filing a complaint to consumer protection and entering this into the Dispute Tribunal.

***IMPORTANT*** If everyone files a complaint to Consumer Protection they will review the case so they can pursue this company, but they need more complaints and as per the reviews below we are a lot.

JUST GOOGLE COMPLAINT FORM COMMERCE COMMISSION - IT TAKES JUST A FEW MINUTES!

IN AUSTRALIA THEY LOST A CASE FOR MISLEADING INFORMATION, $35 MILLIONS!

Very disappointed. Operations stopped in New Zealand. I have been a customer with SDC since before they stopped operating in New Zealand. I was still able to order the current set of retainers that I am wearing without any hassle. However, now I'm ready to order my new set and they are telling me they can't do it anymore. They told me they emailed me with a deadline to order but I never received that? So disorganised. Also it is so unfair for customers in NZ because we have invested time and money into this treatment only for it to stop? It's pointless. I did not waste all that money only for my teeth to go back to it's original position. SDC please don't neglect your existing customers in NZ PLEASE. I want to be able to order new retainers every 6 months!!!!!!

Back again for yet another poor review. Am on my second round of aligners as the first round were a complete fail which to no surprise, these ones were just as much of a fail. I've emailed them twice, no reply. My teeth are sore, I've had to see the dentist who've said that the aligners have worn down my teeth.

My money is still been taken out of my account and I'm p&***d off. Poor service, for something that isn't cheap. I've asked for a full refund, have seeked a lawyer who said i have a case and I've approached media. This isn't a threat but a very unhappy customer who worked hard for that money!!

It simply didn't work. I ended up with a lose tooth that is now in a worse position than when I started.
I had to re-do the molds myself when the first series of aligners failed. They have done everything not to refund or stop taking money out of my account. Their guaranteed results are not realistic. If it fails..too bad. Their guarantee is worthless and you will be out of pocket.
Don't do it. There are better ways to get nice teeth.

First set of retainers I was sent did not fit after the first one, so had to have another set redone.
Second set stopped fitting at aligner 7, I got in touch with Smile Direct by email, but had to email 3 or 4 times over 2 months in order to obtain a response.

I then had to call the US to follow up - I am in the UK, so this call was at my own expense.

I requested a refund, as I was not happy to go through with a third round of aligners. I was able to have a consult with an orthodontist who took images of my teeth (the orthodontist was very helpful), and advised I would receive a follow up from my account manager.

That was 6 months ago, and I am still waiting. No further email correspondence or calls, and they have yet to issue a refund. I gave up trying as it is too difficult to chase from abroad.

1000% DO NOT not recommend this company. Don't be tempted to opt for them instead of Invisalign because they are cheaper - it's not worth the time, hassle or money. I ended up going with Invisalign anyway, and the service and journey has been impeccable. Smile Direct are thieves. You should have local offices that can take calls from customers - or perhaps just respond to emails. 0/10

Where to start. I am on a email 7 of an email chain, asking for a replacement LED light for a mouthguard that stopped working 5 treatments in. Instead of taking responsibility and supplying a replacement, they have stalled and stalled, asking for product numbers, pictures or videos, which I have provided. As a manufacturer, you have a responsibility to repair, replace or refund a faulty product. Do better, you're in breach of consumer law.

Where do I start just aboslute money guzzlers. Since closing their NZ operations they've forgotten about NZ customers. I ordered my aligners last year and they still havent come lol/ Their system is broken aboslutely in shambles. Today after months I online chatted to remedy this after submitting an online ticket and told the online chat agent to rea it and got told to call a 0800 number when i said it wasnt working an agent called Langile just disconnected the chat lol hows that for customer service?

Absolute crap not reccomended. When they have to take money the service is above and beyond, after thats done its over.

I had an awful experience. My tooth not even line but also get worse. I couldn’t bit with my front tooth. I have contacted them a few time but no response. I put $3400 in rubbish bin!

Absolutely disgusting service. After three sets of aligners my teeth are no where near straight. Smile direct refuse to provide me with any more aligners and are telling me to order retainers. Order retainers to keep my teeth crooked????!!! They refuse a refund, I may as well have burned $3300. Very very untrustworthy company, did not provide the service I paid for.

Was unhappy but was remedied in the end.
Not to NZ people, smile direct no longer services the NZ Market

Don't waste your time... big time scam, didn't even get my desired results and they denied helping me with further treatment even though I was eligible for it.

Don't waste your money, I'm still waiting on my cancelation process!!!

Be aware of this company please..

Worst service I have ever used, I actually can't believe how shocking it's been. After having a failed aligner service treatment, I tried to get in contact with Smile Direct to discuss the matter, yet could get in contact with no one and still can't. Money is still being pulled from my acc with no one responding to my enquiries. Do not use Smile Direct Club.

Biggest con I've ever seen. the treatment didn't work. They stopped taken payments then all of a sudden cleared out my account in one sweep. Causing me all sorts of problems. I cant get hold of them to arrange or change my account details. So I have had to close my account so they cant stuff up my life with their crap payments thing again.
Lesson learnt to never use direct debit again.
P.S @ Smile Direct...Don't bother replying with your stupid email that says "please reach out directly". Because I have been trying to contact your team for over a year. You're s**t and you know you are.

Whatever you do, don't use them

Very poor customer service. Really hard to get hold of anyone. I have been waiting since March for my touch up aligners.