I originally had a very positive experience with Bitesoft. The onboarding process was quick, communication was responsive and everything felt smooth and professional.However, my experience changed significantly when it came time to use the 10-year guarantee and request a revision. I was clearly advised that I had 3 days to raise any concerns, with no other stated timeframes or conditions about how quickly I needed to respond after that. I did in fact reach out within that 3-day timeframe and provided my feedback as instructed.After some back and forth, I unfortunately missed a follow-up reply while dealing with serious personal circumstances. When I later attempted to finalise the revision, I was told too much time had passed despite the 10-year guarantee. I was told that because I had not responded quickly enough, I would have to pay for a new set of aligners.After raising the issue externally, the company agreed to honour the revision. I was asked to delete my previous review on Trust Pilot as part of resolving the matter and I was not ultimately required to repay for the aligners. While that outcome was positive, I personally found the request to remove the review concerning. It raises the question of how many other customers are being asked to remove their negative review.Fast forward to May 2025, I submitted new impressions. It has now taken from May 2025 until February 2026 to receive the replacement aligners. When they arrived, the top fit but the bottom did not, as if they were made from different moulds. The aligners also felt noticeably flimsy compared to my original set. I was then told another impression kit would be sent for the lower teeth. The new lower aligners arrived in March 2026 and I was told I had 3 days to reach out to confirm they arrived.Since receiving the new aligners, I have contacted the company multiple times via email, website chat and the dental monitoring app, but have received no response. I am unable to begin my next stage of treatment without their reply, which places my 10-year guarantee at risk.While the initial process was excellent, the delays, lack of communication, unclear handling of timeframes, and overall experience with the revision process have been extremely disappointing.Based on my experience, I personally wish I had chosen to invest in a different provider such as Invisalign, as I have realised that choosing a lower-cost option does not always result in better value or service.
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For more than eight years, we’ve helped thousands of people transform their smiles across Australia and New Zealand.
Today, Aalto (formerly Bitesoft) brings together specialist orthodontists and local dentists to deliver high-quality clear aligner treatment in a more accessible way.
Every treatment plan is designed collaboratively by a specialist orthodontist and the dentist providing your care, combining advanced technology with clinical expertise to support safe, precise outcomes.
Our goal is simple: make orthodontic treatment more accessible, more predictable, and easier for patients to complete within their local dental practice.See more
