Australians who have purchased teeth-aligner treatments with SmileDirectClub will not be offered customer care support, after the business shutdown operations this week.
The global telehealth orthodontics company, which once promised to revolutionise the oral-care industry by creating custom-made aligners and treatments, had been operating since 2014.
The aligners were sold directly to consumers from the company by mail.
In a statement on its website, the company said they had made the “incredibly difficult decision” to wind down its global operations, effective immediately.
The move has left customers in limbo, with the company stating orders that hadn’t been shipped yet were cancelled.
Customers who have been already using the product will also lose their lifetime guarantee on the product as it “no longer exists”, the statement said.
“For new customers interested in SmileDirectClub services, thank you for your interest, but aligner treatment is no longer available through our telehealth platform,” the statement said.
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“For existing customers, we apologise for the inconvenience, but customer care support is no longer available.
“Thank you for your support and letting us improve over two million smiles and lives.”
Customer-care support has also ceased, with the company asking customers to “continue treatment outside of the platform” and “consult with a local doctor or dentist” for questions around future aligner treatment.
It’s not clear if refunds will be available, with the company stating more information would come once the bankruptcy process determined the next steps and additional measures customers can take.
Customers however were told they were expected to continue to make all monthly payments on their treatments until the product was paid off.
The company was still posting on social media about its products a week ago.
