WonderSmile, a direct-to-consumer clear aligner company with offices in Australia, the UK, Hong Kong and Singapore, appears to have discontinued all business operations as of earlier this week. To-date, WonderSmile has not communicated a clear or consistent message regarding future plans for its business.
Wondersmile.com currently displays a message indicating they’ll be “back online shortly.” On the other hand, many of its clinic locations are now listed as “permanently closed.” Meanwhile, WonderSmile customers have reported on online forums that they were instructed by WonderSmile to request chargebacks from their credit card companies for unfulfilled orders. We have also uncovered corporate filings in Australia indicating possible plans by WonderSmile management to voluntarily wind down its business entities.
We reached out to WonderSmile through its customer support email to ask about their current status and received this response:
Thank you for contacting Wondersmile. We are currently updating our business operations so we can come back with better quality products and customer service. As a result our clinics aren’t open at this time would recommend you see your local dentist who can help with achieving your desired smile
WonderSmile is one of several startups in recent years to have launched a direct-to-consumer, teledentistry based clear aligner service. WonderSmile competed internationally alongside a number of other direct-to-consumer aligner businesses, including SmileDirectClub and Byte. It attempted to carve out a lane for itself within this market by offering especially affordable pricing and innovative service-offerings such as a night based treatment plans.
We are hopeful that WonderSmile will be able to work through its current challenges, and in particular that it will find a suitable resolution for existing customers, who appear to be left with unanswered questions about whether promised service levels and guarantees will be honored.
We will continue to cover this story as it develops. If you are aware of any additional information, please send us tips at email@example.com.
— Updates and Corrections: June 29, 2022 —
There have been a several important updates and developments since we originally published this story:
Mistaken UK company reference
We previously referenced and linked to a UK company record, Wonder Smile LTD, which we assumed (incorrectly) was affiliated with WonderSmile. A commenter pointed out that a different company record, Wonder Smile Group Limited, appears to be the correct entity under which WonderSmile is currently licensed to do business in the UK. Wonder Smile Group Limited does not appear to have made any application to be struck from the UK company registry, and the entity appears to remain in good standing.
Confirmation that WonderSmile AU is undergoing Administration
We have confirmed that WonderSmile’s Australia corporate entity, WONDER SMILE PTY LTD, has entered into voluntary administration. Westburn Advisory was appointed by WonderSmile as the administrator. An Australian company ordinarily enters into the voluntary administration on account of illiquidity and inability to fulfill its obligations. To the best of our understanding, Westburn Advisory now has full legal control over the assets of WONDER SMILE PTY LTD, and is obligated to pursue the best possible outcome for WONDER SMILE PTY LTD’s creditors – including its AU based customers for whom WonderSmile has not fulfilled all of its commitments – in accordance with applicable AU law. Based on our correspondence with industry contacts, I have learned that Westburn Advisory is accepting offers on the assets of WONDER SMILE PTY LTD and that it plans to hold a meeting no later than 6 July 2022 to determine the future of the business.
We have not, up to this point, been able to determine the following:
- Which assets (including customer data) are owned by WONDER SMILE PTY LTD, as opposed to other WonderSmile entities registered in other countries.
- How customer liabilities (i.e. obligations to fulfill customer orders) are allocated with respect WonderSmile’s various corporate affiliates (in different countries where they operate)
A new company, APAC Dental, claims to be “taking over” WonderSmile’s intellectual property
Several WonderSmile customers on an unofficial WonderSmile support forum have shared emails recently received from firstname.lastname@example.org and email@example.com stating that a company called APAC Dental is in the process of purchasing WonderSmile’s intellectual property and that it plans to fulfill certain customer orders on behalf of WonderSmile.
These communications appear to be inconsistent with the process and protocols for voluntary administration laid out in the Westburn Advisory notice to creditors. No assignment of the WonderSmile property, including WonderSmile’s customer contact information, has been or can be duly authorized prior to prior to an important meeting of the creditors scheduled for early July. WonderSmile customers have posted correspondence with Westburn Advisory confirming that these communications from APAC Dental were not authorized, and stating that Westburn Advisory is investigating the matter.
According to the WHOIS database, the domain apacdentalab.com was registered very recently on June 21, 2022. We have been unable to find any information about APAC Dental, including whether there is any relationship between this company and WonderSmile’s owners and managers.
I have been trying to contact wondersmile for over 7 weeks now. Whatts app email and phone. Had email today saying …..
As of now, our Clinics are still Closed the reason why we can’t answer calls and try our best to respond to all the emails that we receive everyday. Regarding your concern, we highly suggest booking a refinement scan. And for appointments with relation to the UK Branch, we are waiting for some information from the respective department.
Absolutely devastated as saved for months to have this treatment. I have a split in set 13 out of 18 and can’t wear them. Been told I need a refinement scan but no details to where or when.
Still taking my money tho!!!!
Do I go back a set or wear set 15 but it’s not fitting properly??????
Bruna Buava says
I am waiting for my 2 last months treatment.
Jeff smith says
I paid $1600 for upper teeth. Was promised aligners in June 2022. But nothing. How can I get my money back??
I too have been trying to contact Wondersmile regarding missing retainers. I have called APEC dental and they have informed me that they are not affiliated with Wondersmiles and they too are trying to contact them. Not sure of what my next step in the process is.
I am facing the same problem, I will take legal actions
They are still taking new orders from customers (for retainers), its a total scam.
You are right, not knowing to me they requested some money in November for my daughter’s retainers and until today I receive some response from a Jane but I think it’s a scam
Apac dental responded to email sent to customerservice email on wondersmile website.
They also had my mailing address and wanted to confirm that to send my retainers
So i assume it was legit.
Me and my sister have had a similar problem too. Not receiving our full treatment or final retainers. We didn’t even get any communication to say they were going into liquidation.
I contacted them to find out what’s going in and received this..
We sincerely apologise for the inconvenience this has caused, we would like to inform you that our UK Clinic already ceased operations due to the company having gone into administration. In line with this, we are no longer able to address all 𝐚𝐩𝐩𝐨𝐢𝐧𝐭𝐦𝐞𝐧𝐭𝐬, 𝐝𝐞𝐧𝐭𝐚𝐥 𝐦𝐚𝐭𝐭𝐞𝐫𝐬 𝐚𝐧𝐝 𝐨𝐭𝐡𝐞𝐫 𝐫𝐞𝐥𝐚𝐭𝐞𝐝 𝐜𝐨𝐧𝐜𝐞𝐫𝐧𝐬 for UK customers. We highly recommend you to visit your local dentist
Thank you, Kind Regards
Wondersmile Customer Support
Because I paid over a year ago I can’t get my money back from the bank and because they have gone into liquidation I can’t go through citizens advice. What can I do £1300 is a lot to waste on nothing! I really want a full refund.
Mariam Fearns says
The UK link is wrong company my finance oaoer work shows WONDER SMILE GROUP LIMITED
Company number 12075142
Smile Prep says
Hi Mariam – thank you for calling this to our attention. Based on the director information associated with each company record, I believe you are correct. I will update the link.