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Reviews 435
JA
Apr 18,2024Terrible support, do not trust their TrustPilot reviews since they're either paid, or pushed on to you by their agents after you do the impressions - notice that a majority of the good reviews do not talk about the process but talk about the initial stages where they try and get you onboard. Took too long to get everything in place initially. I had a bad feeling at the start during the impressions stage since the agent kept pressing for a trustpilot review, and there were multiple times where they offered credit/money for reviews which does seem sketchy. I however continued and when I sent back my impressions and got a plan, it didn't seem do that much so I requested a refund. Went through 2 months of back and forth - and had to call multiple times, with multiple excuses along the way. They first declined to give me a refund saying "the case is outside of the refund window" even though their previous emails do state "Note: If our experts find you unsuitable for aligner treatment or if you change your mind before fabrication, we'll refund you in full." They then kept saying that that there has been a misunderstanding and that I got it wrong (no, it wasn't me because I've quoted their emails word for word). They then agreed to a refund but delayed payouts multiple times before finally deducting $150 for "shipping and handling" and refunded the rest. If you are in the same situation make sure you threaten to dispute the transaction and stand your ground. Taking $150 off the purchase price IS NOT A FULL REFUND and I am most definitely reporting them to the ACCC. UPDATE: I have spoken with Consumer Affairs Victoria and they said this is more than enough to get VCAT, your bank, PayPal (if you used them to pay) involved. UPDATE 2: Nobody has reached out to me as specified in their reply below and I’ve submitted a dispute on PayPal. I stand by my review, and will not be removing it. UPDATE 3: They've asked me to remove the review to get the money back. I will not remove my review. PayPal helped me get my money back.
Consumer
Apr 09,2024Excellent service. Warm welcoming service, prompt attention and was informed every step of the way. Great service. Treatment Stage: I am through the treatment plan. Currently on the retainer stage!
Kristen Meiklejohn
Mar 29,2024Very helpful and good guidance
Rebecca Mckenzie
Mar 28,2024Absolutely dreadful and dishonest! Do not use SmilePath! (They told me I would be refunded $500 in 24 hours in writing - it has been weeks.) I have spent ten months trying to get my aligners. It hasn't worked and has been extremely inconvenient. I have done everything they have asked and now they are telling me that although it is 10 months later and I have no aligners (or even molds/scans) that I can't get a full refund. I have to pay $300 for the inconvenience! I tried to do the molds on multiple occasions, including over video sessions. After this didn't work, I decided that I was done with SmilePath and that I would like a refund. The first person I spoke to said I couldn't have my money back. The second person I spoke to assured me I could have a full refund if I wanted, but convinced me to try one last time and go to a dentist to get scans done free of charge and that I would receive a $500 refund for my troubles within 24 hours. It has been weeks and no refund! On top of this, apparently, the scans don't match my photos and I still can't get my aligners. Understandably, I am done with this service and would now like my full refund. I am told that for all of this inconvenience I must now pay $300. They couldn't deliver and now I am out of pocket! I don't get an apology or compensation for my time. I get a bill. The apparent clause is that I am a "suitable candidate" and yet they are unable to provide me aligners. I don't think that is a viable argument.
Amber TBY
Mar 21,2024The customer service person named Ele has been helpful and detailed in explaining the procedures etc to me. Now gonna wait for my impression kit, and hope everything turns up good! Will come back to leave a review again if everything goes accordingly!
Monika Bloedorn
Mar 20,2024Dishonest company. Beware. Tried to BLACKMAIL me to change my feedback. Said if I didn't change it they would not refund my money. NOT CHANGING MY TRUE FEEDBACK. NOT GIVING INTO THEIR BLACKMAIL ! They couldn't even straighten one off my teeth, the only one that is crooked ! And not very crooked either. just not in line with other teeth. So they gave back most of my money and kept $150. I then asked for my impressions to be sent back to me as I paid for them. They said they threw them away. Contacted ACCC. NOW UNDER INVESTIGATION . They said they will now no longer reply to any emails I send. So dishonest. They say 100% money back guarantee ! LIARS BEWARE. !!!!
Emmalee Benhayon
Feb 27,2024Sarah was very friendly, professional and polite. Great help doing my impressions from home.
Manpreet Singh
Feb 23,2024Sarah was really helpful, very clear, friendly and great service
Imogen Sartorius
Feb 22,2024Sarah was very friendly and patient with my 13 year old son. We got it right in the end with Sarah’s help
Consumer
Feb 21,2024Sarah completed our video guide on making the impressions. She did an excellent job.
Michaela Bishop
Jan 22,2024Just had my video session with Anna to go through creating my impressions. She was very lovely & patient. Looking forward to receiving my aligners!
Monika Bloedorn
Jan 22,2024They lied. They don't give you a full refund. They kept 150.00 for the impression kit. But their advert says that if I'm not a good candidate I'll get a full refund. We'll I didn't ! I don't have major crooked teeth but they still couldn't straighten the one tooth at the bottom. So asked for a refund. 2mths later only got some money back. Their product isn't good. Can't straighten minor crooked teeth. Lots of emails back and forth. Definitely dishonest. AVOID AND GO SOMEWHERE ELSE !
Louise Armitage
Jan 17,2024Anna was very helpful and made the process easy. Happy with the service!:)
Lateesha
Jan 05,2024Lovely customer service! So helpful and informative, made the process so much easier and more enjoyable.Just received my first set of aligners and am so excited for the next ones.
Naresh Vavadra
Jan 02,2024My experience is good, very good support , always available on email, chat and phone.
MT
Dec 29,2023The worst experience I’ve ever had. Please do not get your aligners with SmilePath if you want to ensure straight teeth! My only wish was to get straighter teeth than I started when I started the procedure, only to be left with 1) a big visible GAP in between my teeth (which in the agreement signed, very visibly stated that gaps will be fixed by the end of the procedure) and 2) newly created a midline misalignment. I’ve been disappointed with these results so I had contacted the team, Jordan who is supposedly the manager, in hopes of having my issues addressed. However, they have been extremely unhelpful and an overall frustrating experience with their customer service team. I have been patiently emailing and calling the team over the last months, however it has taken them 2 weeks at a time to respond to my emails as they “forwarded my emails to a supervisor” for further assessment. After weeks of emailing, I had finally been promised a phone call from the team to help resolve this issue, only to receive absolutely no calls. I have also called them directly twice now, in hopes of catching the manager Jordan, to speak to, only to be told they will call me back later on both occasions, and not getting a call back! Absolutely disappointing as I have paid for a service that did not deliver, left new issues for my teeth and received no help in resolving the matter. Update: This company is not willing to comply with Australian Consumer Law. With major problems such as this one, under the Australian Consumer Law a consumer can choose whether to: reject the product and choose a refund or replacement, or keep it and the seller will compensate them for any drop in value. Jordan and the SmilePath team have responded that they will not be providing a refund and not complying with Australian Consumer Law. Consequences of non-compliance with Australian Consumer Law, directly from the ACCC site: “The maximum pecuniary penalties for these and most other breaches are the same as the penalties for anti-competitive conduct. The maximum penalties for each breach of these provisions of the Australian Consumer Law are: The greater of: $50,000,000 if the Court can determine the value of the 'reasonably attributable' benefit obtained, 3 times that value, or if the Court cannot determine the value of the 'reasonably attributable' benefit, 30% of the corporation's adjusted turnover during the breach turnover period for the contravention.”
Julia Cooke
Dec 25,2023Teeth are actually more crooked after using their aligners after 3 months.
Fiona
Dec 19,2023Very happy so far - a quarter way through treatment - don’t expect a fast start, but there is plenty of opportunity to correspond and get the plan right :)
Mako Watanabe
Dec 02,2023All the kits and materials delivered super fast, and the support team is opened for communication via phone call, email or live chat on their website so it made all process to be done quick! Anna helped me creating impressions and my experience with her was amazing. I struggled to make good ones, but she was patient with me the whole time and her instructions were very clear. I cannot wait to get my aligners!
Unit 7, 8 Avenue of Americas , Newington , NSW 2127, AU
https://smilepath.com.au
Yasmine Khalifa
May 08,2024I had the pleasure of receiving exceptional support from Sarah as I navigated the process of making my first teeth impressions for aligners. Sarah's guidance was invaluable, as she patiently walked me through each step, ensuring that I felt confident and comfortable throughout the process. I am grateful for Sarah's exceptional support.