SmileDirectClub - New Zealand Anmeldelser 

PLEASE DO NOT GIVE THESE PEOPLE YOUR MONEY. They’ve shut all NZ stores and made it impossible to contact customer service. The live chat function is no longer available and the 0800 number has been disconnected. Absolutely shocking when you’re spending that amount of money. Treatment didn’t work and basically was a waste of money, now I can’t even get a hold of them. Disgusting.

I am in NZ and have been trying to call the 0800 number and it keeps telling me it does not exist.
I have sent several emails regarding changing my billing information, because the dashboard does NOT allow me to change the card details.
Trying to get hold of them is near impossible, just so I can make a payment.
The telephone operator they had call me could not understand me and could not get my name right.

l times from USA for me in NEW ZEALAND before I close the deal. At this time, the support was great.When the treatment was about to finish, and my teeth remained the same, I tried to get ahold of SDC and it was painful. I phoned 2 times, they said the only option was sending me an 'impression kit' to do the mould of my teeth. I also tried to go to their site and click on CHAT WITH US, simply did not work. After 2 months, I finally received the 'treatment box' again, 8 months again to finish in July 2022.
I opted in SDC treatment because the straighten of my teeth is minimum and it should not take 1 year and half to fix it. I did not see many changes in my teeth AGAIN, then in April I've started to send emails explaining them how unhappy I was, no answer at all.I called and the only solution was they send me the 'impression kit' again. I asked about doing a SCAN personally but the truth is SDC DO NOT HAVE office in NZ anymore, so, it means that who are in NZ are completely unprovided of their support.Finally, they send me AGAIN an impression kit, after that, they started to send me emails often (of course now, when it is their
interest, they know how to be proactive) saying that I had to do the impression kit, which I tried to do it and one step was uploading the photos,their site is not accepting photos, in my account, the dashboard says 'Your impression kit has shipped!' I cant even finish my impression kit, here I am, trying to get ahold with them. I DONT to go through this painful situation ANYMORE.I just want my refund, Now, they are not returning my emails.I dont want to redo the treatment and continuing this battle. Again no one in SDC answers me. and my fears came true. no support at all.

Teeth looked great till the last one Aligner's never showed up.
16 months 6 emails and no un-automated reply.
Great product useless service 3k spent and wanting money back

Absolutely discusting. No-one can answer my questions as to why the aligners are not straighting my teeth. Why they dont fit and why I keep having to have "smile touch ups" that are not working. I have spent my own money ringing the USA to get answers as there is no customer service in Nz. Apparently they have closed in Nz leaving all there customers with out service and still taking there money. I'm told someone will ring me back and noone ever does. I even asked for an email from them stating my concerns from the phone call and for legal proof that they would call me back and they did not email me any confirmation nor did I get a call from them to sort out this mess. Ive had many different people respond back to my emails and some not at all. Every time I ask a question I get a different answer. Now Ive been told that they dont operate in Nz any more so they cannot provide me with another aligner top up but Im still paying for a dodgy service that does not work! This is a scam and now I have a chipped tooth from ill fitting aligners and no results that are guaranteed from the company!

**WARNING**
DO NOT USE SMILE DIRECT CLUB!
They have terrible customer service, randomly skip taking payments via DD when they want to and PUNISH YOU for it, dont answer emails (even the "reviews @ smiledirectclub dot com" goes UNANSWERED!)
You will end up having worse teeth than what you did to start with!
REGARDLESS OF WHERE YOU ARE IN THE WORLD, STAY AWAY!
ps, i thought everything got sorted when i went to the NZ media the first time.... do i need to go back to the media AGAIN???

I have been wearing my aligners religiously. Today is my last day. My teeth have gotten considerably worse. I have tried the customer service team, dental team, and the live chat and they just ignore. I have attached photos as well but nothing. NZ 0800 number is not in service either.

Disgraceful.
Aligners don’t fit, phone number disconnected, no response to email regardless of the rubbish auto message received back.
No response and still taking money.
Absolute disgrace.

The worst customer service I have ever experienced. I am now up to ‘touch up’ number 7 and feel no closer to the results that smile direct promised. My new aligners arrived today and feel loose so I tried to contact the customer service number only to find it is no longer in use?!? When trying to connect to their live chat, surprise surprise, that also didn’t work. I feel devastated that I have wasted 3k and followed this ‘4 month plan’ for 2 and a half years and now the company seem to have packed up shop and left their customers in the lurch.

If anybody has any advice on how to receive a refund, please let me know.

If I could give them 0 stars, I would! Absolutely the worst company; calls to enquire about where my money has gone mysteriously disconnect, the aligners never fit right, they don't fix their lousy quality product. Look them up on Google before you waste your money and time; they've got legal action pending all over the world. No surprise that they've shut their NZ operations. Paid for retainers in March and they still haven't arrived (June) yet they've taken (stolen!!!) my money. And don't you dare post the same old copy+paste reply to this review, "Jeff".

Not for the New Zealand company they were amazing it’s since they’ve changed to overseas only that I’ve had such horrible experiences. They don’t listen, they lie and they don’t follow up any enquires thoroughly. They didn’t respond to my emails for weeks then continued to make duplicate amounts at a time out of my accounts without authority. When asked to follow up they ignore you and continue to take money. All good reviews are done by their employees. WORST company service I’ve ever experienced and if I could give no stars I absolutely would. Nothing but automatic replies and arrogance.

I have never, ever experienced such poor coordination of care. SDC could not care less about their clients and are only in it for profit. Unfortunately, the overall kind customer service staff will get the brunt of what is horrendous disorganisation and de-prioritisation from management.

I am a New Zealander customer who underwent the original treatment. I waited for months to receive retainers to lock in my progress. After waiting and waiting (and being told they had totally loved up in-person shop in the country), they ended up sending me the wrong retainers that do not fit my teeth. I have now been waiting since February for retainers. Teeth move rapidly let alone during a 3 month wait!

Do not use SDC. Pay a bit extra to ensure you're not simply losing thousands of dollars with the small potential that maybe SDC won't treat you as terribly as they've treated so many other customers.

If you give me a refund and send me my retainers asap, I will delete this review.

this is the biggest rip off and unable to make contact or resolve issues. what a con.

I am crying so much this was meant to help my son with his teeth so he didn't have to suffer the way I have because of the way my/his teeth look. I'm a low income single mum and paying for these took all my savings plus some. My son only started treatment in January got to aligners 3 and they are terribly misfitted. I emailed took 3 weeks to get a reply with questions I'd already answered in my first email. I truly don't know how to tell my son who was so happy at the prospect of getting a straight smile.😥😭

So what company thinks it acceptable to charge you $3,000 odd and then decide to pack up shop and disappear, disconnect all phone lines and never reply to any emails. This is awful because what happens to everyone doing their plan that gets to the end and then gets their last retainer and wants to change it every four months as recommended, we can't... so we're meant to just use the last retainer forever then... Was actually happy with my results, wanted some touch-ups and now I can't because they can't honour their side of the deal. Will be writing to Fair Go and news outlets. I suggest we all do the same.

I feel absolutely ripped off and so so angry. Worst company ever I’m glad there are other reviews here as I have felt so alone in all of this.
I had a four month aligner kit and was on my last month when I ordered my retainers to finish my treatment after getting to the last aligners and not having received any retainers I tried to contact the clinic in Christchurch only to learn the branch was closed down but also that their help line was no longer active. I emailed and after three weeks had a response saying the retainers were never ordered. My last set of aligners snapped and I have not been able to reach the company to order retainers so my teeth have completely moved and caused a huge problem with my bite. I am so upset as a visit to a local orthodontist has indicated I would need to spend a minimum of $2-3K to fox the problem.

If I could rate this zero, I would. I have today been informed by my new dentist that SDC have closed all shops in NZ and are no longer here, since around January, 2022. Which seems why most of the horrible complaints in customer service are from then on. I finished my treatment plan in January, with totally sub-standard results. During my treatment I had some warped, ill-fitting aligners. I was told to provide new impressions and photos, which I did, and was told I would get touch-up aligners. That was months ago. Now they don't answer emails and the phone number doesn't work. I've requested a refund. No reply. I'm going to contact the NZ Commerce Commission to see what the next steps could be taken to get a refund. SDC are still registered on the NZ Companies Register which you can find online. You can see the names and addressess of the directors in Australia. They can't get away with this.

Absolutely deviated after spending $3000 for retainers, had noticed pain in my gums and booked a dentist appointment. Basically the smile direct retainers have destroyed my bite and ruined my teeth and the dentist told me I will NEED to get braces to fix this problem. Highly do not recommend. After finding this out from my dentist today I’ve tried to contact smile direct and for some reason all lines are cut and all numbers given on the website have been disconnected.

I started this process over 2 years ago & have had endless problems with my teeth not being right despite having numerous touch up aligners made. At the end of my latest “3 month” program, my teeth are still incorrect as is my bite with some lower teeth pushing uncomfortably into the back of top teeth. I was told by “Dr Lisa Konig,” that my teeth were fine when they definitely were not. I was told to wear my retainers which were ordered over a year ago. Guess what? They didn’t even fit my mouth. They were far too small, didn’t fit my teeth & it was extremely painful to have them on. The top retainer immediately started cutting into my cheek. I’ve had no luck contacting customer service. Suddenly the phone number doesn’t work. Emails go unanswered. Live chat is a joke & sends you in all different directions to get you to give up. The “customer care” people, if you actually get to one, vanish & end the chat whilst “looking up your details.” Today, after 20 minutes, I got one who said he would refer me to a dental specialist. TWO HOURS later (yes, I stayed put) I was STILL number 2 in line to talk to this “dental specialist.” Needless to say, it never happened. Call ended. I am disgusted by the “care” & “service” from SDC. They have messed up my teeth, taken my money & vanished. I will never recommend SDC to anyone.

I am having the same problems as everyone else. I should be getting a refund, my teeth are not straight. I have tried over and over again to get hold of someone - I initially thought I would carry on and get more aligners to eventually get my teeth straight but I've given up after they lost the impression kit I sent back. Now I can't get anyone to answer my emails and there's no longer any phone support service. Come on Smile Direct, honour your guarantee!!