I started my journey with Dr WS…
I started my journey with Dr WS absolutely worst
I started my journey with Dr Wondersmile early last year (2024) without any proper consultation. It was my first time doing aligners, so I trusted their advice and went ahead with an 18-month aligner treatment, followed by retainers.
After completing the treatment with WS, I visited two cosmetic dental doctors regarding veneers, and both immediately told me that my teeth had not been aligned properly. I then went back to the Auckland CBD branch of Dr Wondersmile, where they rescanned my teeth and advised that I now needed attachments and refinement sets to properly fix the alignment.
The worst part is that I had to pay another $1000 NZD to Marina Dentists just to get the attachments done — something that absolutely should have been included or addressed properly when my treatment first started in 2024. Their excuse was that they “didn’t offer attachment services when I started treatment,” which honestly sounds ridiculous considering this should have been part of proper planning from the beginning.
They offered me free refinements (around 18 more sets), including rescans and one set of retainers due to the inconvenience, but I still had to cover attachment costs myself. I only agreed because I already needed to move forward with my veneer work, which had been delayed because of their poor treatment planning and service.
Then, without any proper notification, they suddenly closed their Auckland, New Zealand office near the end of last year. I tried contacting the Auckland consultant multiple times through text messages and got absolutely no response for 10–15 days. I then had to search online for a customer service email in Australia and contacted Jane from customer service.
The customer service has been terrible, irresponsible, and completely dismissive. Even after sending screenshots, email proof, and messages from the Auckland consultants confirming what had been promised to me about free rescan and retainer set and removal of attachments,I barely received any response back. It honestly feels like they do not care about their customers once they already have your money.
This entire process has been stressful, poorly managed, expensive, and extremely disappointing. I would never recommend Dr Wondersmile to anyone again.