Smiledirectclub Reviews

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smiledirectclub.co.uk

3.57

140 reviews

Great Rating

Based on 140 user experiences

AI Review Summary Based on 140 reviews

Customers frequently report a friendly, helpful, and professional in-person experience with knowledgeable staff who explain the process clearly. Many reviews also describe significant issues with customer service, including unresponsiveness, long wait times, and poor communication. A substantial number of users mention problems with billing, unexpected charges, and difficulties with refunds or retainer orders. Several reviews state the company went bankrupt, leaving ongoing treatment and orders unfinished. Overall sentiment is mixed, with praise for staff but criticism for service reliability and financial management.

What customers love

Clear explanations
Quick scan process
Friendly atmosphere

Common concerns

Billing issues
Treatment delays
Company bankruptcy

Last updated 1 week ago

Jane

2 years ago

So far okay

So far okay I needed to ask a lot of questions to things I thought would be explained upfront The staff was lovely and answered all my questions While you can still not proceed after the scan it pretty much is a done deal I expected some before and after but can t do that I must have misunderstood

Candy Cane

2 years ago

They are good so far but I will give

They are good so far but I will give another review at the end of my progress However the most annoying thing is when you call customer services and they feel the need to incorporate the word Smile in every sentence that they ask you How can I make you smile today Is there anything else I can do to make you smile Thank you for allowing me to make you smile today and you have to hear this even if if you re put through to different departments Terrible slogan Please give it a rest

Leets Thompson

2 years ago

Pressured to sign up on the spot

The visit was satisfactory until I said I wanted to think about the cost and not sign up on the spot This is almost 2000 and the guy seeing me expected me to just sign up without hesitation His whole demeanour changed once I said I needed some time to think and he was completely disinterested from there as if I had wasted his time Its a huge investment I m not signing up for Netflix But he clearly couldn t care less

Mariella Agyemang

2 years ago

Professional

I liked the professionalism of the person I had an appointment at 4 30 disliked that she didn t ask for a name when she came and she tooked in a person who was supposed to be after me but overall good experience apart from the 1 hour wait

Lauren Edmunds

2 years ago

Shop is lovely telephone service could be better

My experience in the shop with Alty was lovely however I have just been in contact with Smile Direct on the telephone as I hadn t had an update regarding my aligners they said it takes between 3-5 weeks and I have been waiting 8 weeks now The woman I spoke to didn t really sound interested and quite automated as if she was reading from a script She put me on hold to tell me that I don t qualify for aligners but why hadn t I been given this information when they found out No emails or phone calls to tell me this I am quite upset as I was excited to start my journey with smile direct club as Alty was confident that the aligners would be perfect for me

Sharon Blaney

2 years ago

Friendly team concerned that a

Friendly team however concerned that a commitment decision was expected immediately to progress If not records from today could not be saved and used a duplicate assesment would need to be arranged Also no whitening sample given if you don t sign up which was a shame Liked the convenience of today but question why a decision had to be made immediately

April

2 years ago

The score would have been higher but I

The score would have been higher but I was left waiting 20 minutes to be seen And the process was very impersonal with private personal information to be complete on your platforms I did not like that at all I would have preferred to complete the paperwork at home on my own pc not on your company s iPad So I got the dental nurse to forward the paperwork to my Mobil which took longer to complete

I Jenkins

2 years ago

Very easy and straightforward

Very easy and straightforward Directions not very good as in large shopping centre but no floor or exact location given Double bookings taken so told there would be a wait but not what order etc Multiple equipment difficulties First ipad wouldn t log in internet connection very slow according to advisor Second couldn t get a scan as cleaning has caused fuzzy images apparently Third after all that and getting a scan completed the plug fell out of the scanner and it was lost so had to be done again Advisor was lovely her review alone would be 5 friendly and very apologetic not her fault due to central bookings and equipment failures Lakeside concession in another co space

Emma

2 years ago

Really friendly but not informative enough

Really friendly and made it really relaxed but also left feeling like I understood it all more but some things were not clear enough It was unclear that the money would be taken asap and also out of hours where you can t contact anyone It was made to sound like I could review the treatment especially as I was unsure of whether I wanted day or night or at all I had to call in their opening hours to halt this and then contact back to arrange the aligners I wanted So be warned if you need the money in your account Or if you are unsure about anything they ll still assume to go ahead without any approval

Leanne Fox

2 years ago

Incomplete Treatment

I was on a 4-6 treatment plan and these have now gone bankrupt closed the app Who are you supposed to contact regarding ongoing treatment

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Smiledirectclub Reviews

Rated 3.57 out of 5 by 140 Happy Customers

So far okay

They are good so far but I will give

Pressured to sign up on the spot

Professional

Shop is lovely telephone service could be better

Friendly team concerned that a

The score would have been higher but I

Very easy and straightforward

Really friendly but not informative enough

Incomplete Treatment

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