Luminous Dental Clinic — 681 Hougang

Great experience! Dr Ng Yi Ling was highly professional and did an excellent job with the cleaning.

Formal Complaint Regarding Poor Service and Lack of Communication! Luminous Dental Team, I’m writing to express my strong dissatisfaction with the service I received regarding the collection of my retainers at your Hougang 681 outlet. On Friday, 2nd May 2025, I received the following message from your team: “Hi so sorry but the lab was saying they only would be deliver your retainers to Hougang 681 outlet on coming Monday 05/05/2025 around 5PM. If that’s the case, you would only be able to collect your retainers at Hougang 681 outlet after 6PM.” I replied: “Ok can” Your team then responded: “Once the case is back, we will give you a call again.” Based on this exchange, I understood clearly that I would be able to collect my retainers after 6PM on Monday, 5th May. I made a 1+ hour journey to the clinic and arrived at 7:33PM, only to be told my retainers were not ready and that I would need to return the next day afternoon. At no point did I receive any follow-up message or call to inform me of the delay. This lack of communication is completely unacceptable. Basic courtesy and professionalism would dictate that patients be informed ahead of time if the collection date changes. Not only did I waste significant time and effort traveling to the clinic, but I was also met with no resolution — and worse, no apology or attempt to make things right. When I requested a delivery of the retainers, your team refused. This level of service is far below expectations, and frankly, extremely disappointing. I am requesting that the retainers be delivered to me directly as a form of service recovery. If that cannot be done, please escalate this to someone who can make an appropriate decision. Unfortunately, this is not the first time I’ve had issues with your clinic. Previously, I had to wait over an hour past my appointment time just to be seen by the doctor — despite having a confirmed appointment. That experience, combined with this one, has left me extremely disappointed. If this is the standard of service, it will certainly be the last time I visit. I will not be recommending Luminous Dental to anyone based on these repeated negative experiences.