Reviews of Sunny Smile Dental Clinic Sdn. Bhd..

his was not impatience but a reasonable request so we could manage other commitments. Wendy did, in fact, knock on your door and ask you personally. The response relayed to us was “不知道”. In a service environment, “don’t know” is not an answer especially when a patient has already waited 1.5 hours. No one asked us: • whether we were willing to wait until the last slot of the day, • whether we preferred a specific later time (e.g. 7pm / 9pm), • or whether we should reschedule immediately. Any of these options would have been acceptable to us. We were prepared to accept whatever timing was offered, then decide whether to proceed or reschedule. Instead, we were left with an indefinite wait, followed by “so how?” That is not transparency but a take it or leave it. If, upon arrival, we had simply been told: “Today is fully back-to-back, we cannot realistically slot you in, shall we reschedule?” I would have left a happy patient, despite being late. This experience felt less like policy enforcement and more like being penalised for being late which is deeply disappointing, especially after a 10-year relationship. You and I both manage people. When feedback is given, we look for process gaps and improvement. In this case, the response appears defensive rather than reflective. I rarely leave reviews. This was not written lightly. I hope you will reconsider whether the issue here was policy or how your front desk is empowered to communicate options and empathy. ———————————————————————— I had an 11:15am appointment for a 3D scan for a dental implant scan, not a treatment procedure. I informed the clinic at 10:53am of an unexpected delay at the Malaysia checkpoint and received a reply of “ok noted”, with no further guidance. I arrived at 11:45am and waited. After waiting over 1.5 hours, I checked again as I had other appointments. The response from the front desk was “不知道等多久” (“don’t know how long”). When I asked how many patients were ahead of me, I was told “2 more patients but more patients are coming in.” What was most unacceptable was the complete absence of any apology, even after we clearly stated that we were upset. Instead, the front desk staff, Wendy, repeatedly responded with “so how? so how?”, without addressing the situation or taking responsibility. I eventually had to leave. Delays can happen, but basic courtesy, clear communication, and a simple apology should be the minimum standard especially for patients who travel across borders for care.

d the clinic of the delay and were told “ok noted”. Upon arrival, we waited patiently for 90 minutes and at no point were we told: • that the scan was unlikely to happen that day, or • that the wait would be indefinite with no estimated timeframe. We were not asking for a guaranteed time but an estimate so we could decide whether to wait, rearrange other appointments, or reschedule. After waiting over 1.5 hours, the responses given were “不知道等多久”, followed by “2 more patients but more patients coming in”, and repeatedly “so how?” That is not transparency, it is contradictory and leaves patients without information to make a decision. You stated that you support Wendy’s “transparency”. We respectfully disagree. There was no transparency provided. It was a take it or leave it option. All we were asking for was clarity: • Are we likely to be seen today? • Is this an indefinite wait? • Should we reschedule? This situation could have been resolved professionally with clear communication and basic courtesy. Unfortunately, neither was provided. —————————————————————————— We have been seeing our family orthodontist here for over a decade, and this is by far the worst experience we’ve had. This was my husband’s appointment, scheduled at 11:15am, and it was only for a 3D scanning for his tooth implant; just a scan, not a lengthy procedure. We were travelling in from Singapore and were caught at the Malaysia checkpoint due to an unexpected traffic pile-up caused by no officers on duty, with vehicles completely unable to move for more than 30 minutes. Due to extremely poor signal at customs, we were unable to contact the clinic immediately. The moment we regained signal, we texted the clinic at 10:53am, explaining the delay. The only response received was “ok noted” with no indication that our appointment slot would be forfeited or that there would be an issue accommodating us. We arrived at the clinic at 11:45am and waited 45 minutes. When we checked whether it was our turn or if we should step out for a quick lunch next door, we were told to go ahead and that they would call us when it was our turn. We returned and continued waiting. At 1:30pm, after waiting for more than 1.5 hours, we checked again as we had other appointments to rush to (the clinic does not provide Wi-Fi and mobile data signal is extremely poor). The front desk staff, Wendy Ong, responded bluntly with “不知道等多久” (“don’t know how long”). If we had truly missed our appointment and could not be accommodated, this should have been clearly communicated at 10:53am, so we could decide whether to cancel or make alternative plans. Instead, we were left waiting indefinitely, with our time completely disregarded especially unreasonable given that this was only a 3D scan. When I personally asked how many patients were ahead of us so we could make an informed decision, the response was “2 more patients but have more patients coming in.” This made absolutely no sense. What was most disappointing was the complete lack of apology, despite seeing how upset we were. The only repeated response was “so how? want to wait?” Patients especially those who travel across borders specifically for treatment deserve transparency, basic courtesy, and respect for their time. This experience reflects very poor front desk management and communication.