Lumino The Dentists: Ponsonby Dentists

Always a pleasure coming here. The staff members are always friendly and professional. The booking process is a breeze, and they have the best after-care. As somebody who used to hate going to the dentist, I cannot recommend them enough. They will make you feel at ease and explain the processes in a very easy-to-understand manner. Thank you, Lumino Ponsonby. Keep up the excellent work!

I went to Lumino Ponsonby for a few years because my regular dentist shifted there when he closed his previous practice he was great but has now retired. I decided to keep on with Lumino even though I had several problems in the past with their booking and communications. I have just had further problems with appointment booking and communications - being asked to change an appointment that had just been confirmed by text from Lumino a few hours earlier! I have given up on Lumino and have cancelled my appointment. I see I am not the only one who has had negative experiences here.

I attended for a scale and polish, the same afternoon my underwire for my braces came loose. I went to my orthodontist and had to pay $150 for the refitting of the underwire. I contacted Lumino to let them know this had happened and was likely due to the scale and polish, they told me they would get back to me in a few days. Three weeks later and I have heard nothing back from them. This is a shame as I have attended in the past for 2x fillings and found the service, location, and professionalism to be of a very high standard. However, I found the commercialisation of dentistry to be somewhat off-putting, it felt entirely corporate and I understand that you usually don't see the same practitioners as they cycle through a lot high turnover rate. It must be less rewarding as a practitioner as well to work in a business model where income is prioritised before patient experience and good dentistry outcomes. I think I will be looking for a small-practice family dentist in the future and regret foraying into this commercialised space. They have shown they do not care about valid concerns and complaints, and likely hoped I would just forget about the experience or that it would be swept under the rug. I think it is very much a numbers game to Lumino the Dentists.

I have already sent an email to Lumino Ponsonby about my experience. But I thought I would share my experience more publicly to make people aware. I booked in for a check up and I ended up needing a root canal after seeing Kelly she referred me to Saskia Saetrum. My experience with Kelly was great she was friendly and made me feel comfortable. A few weeks later I came into see Saskia to talk about a root canal. When I arrived at the appointment I could tell from the start when calling my name that Saskia was in a bad mood and was in a rush. She had the attitude of "not wanting to be here". I quickly learned that my experience with Saskia was not going to be the same as it was with Kelly. She was the complete opposite of friendly. I wanted some advice on the root canal and prices as I was a little unsure about getting the procedure done and she was very unhelpful and rude as she was angry that I wasnt sure about the procedure and said "what do you want to do then" in a very rude tone. She didnt give me information about the root canal she seemed like she just wanted to get me in the chair and get it done, she was over the day and over her job clearly. As soon as I went into the room the vibe was off and I felt she didnt want me there. I explained she made me feel uncomfortable as she replied "ok" with no care in the world. I then walked out crying. If she had just given me more information about the procedure and made me comfortable I would of went through with it. I have transferred my files to a new dentist, I definitely will not be going back. Saskia was a horrible rude women for no reason at all. She should not be in that job with that attitude. When I made the complaint to Cathryn Sanda the reply I got had hardly any remorse. When you are choosing a dentist for most people you want to see someone that will make you feel comfortable as seeing the dentist can be daunting for most. Horrible experience overall and I do not recommend going to Lumino Ponsonby, purely because of Saskia.

Booked in for a check up after a friend recommended Lumino, hadnt been to the dentist in 7 years shocking I know as I had a horrible experiences as a young teen. Cannot rave enough about how amazing my experience was with Kelly! She was super kind and accommodating, stopping whenever I needed, explaining everything before so I knew what to expect and all round just an amazing dentist. I am no longer scared to go to the dentist, highly recommend!

I phoned the emergency line on Monday during lockdown as an implant had come loose over the weekend. Now, I get that things are tough during lockdown, but Tony if you read this there is no point having emergency contacts if your message service and your staff don't treat it like an emergency. Firstly the message service is just plain hopeless. They fob you off saying someone will call but after about five hours I rang again. Same response. Tony called me middle of the day Tuesday and apologised. He told me they couldn't work because their PPE was not of the right standard, but that someone from Takapuna office would call. It is now Thursday night and no contact. After having spent a lot of money with this practice over the last two years I feel totally undervalued as a client. Heres a direct message, Tony. If some doesn't call me tomorrow, I am gone from your practice and I am going to tell a thousand people.

Go and see Dr David Hong, he's a cool guy really friendly and approachable and knows what he's doing. He's a young practitioner and as an ex-young practitioner myself not in dentistry he's open to new ideas not stuck in his ways and happy to go the extra mile to do a good job. Also we should be supporting our young practitioners building their practice. Overall the practice itself is pretty good, being Ponsonby its a young go-getter practice full of snap. Go see David!!! Russ

I had an appointment to check my teeth with Dr.Tony Dey last Friday Tony wanted to take pictures since it was my first time there, they put some metal mirror in my mouth to take a picture form back of my teeth. Tony was so much in rush to do it he hit my front tooth with metal mirror and chipped it. I understand accidents happen but with a bit of care it was totally avoidable. They are fast like shearers! And that does not work with people! The only positive thing about this experience is that Tony said he is going to apply for ACC for this and let me what they are going to do about it. Of course I will seek advise form other dentists .

I saw David Hong and I notice another person had the same painful experience as me! Complained to tony dey, he didnt what yo know. DO NOT GO HERE. WARNIN . WARNING!!!!! disgusting service. poor dental treatment with management not wanting to know when things go wrong! I still have nerve problems from Male treatment on one side of my face. when I told them met with deaf ears. never go here unless you want poor 3rd world treatment and no ears when you complain!!!! DISGUSTING IS THE ONLY WORD I HAVE!!!!!

Hands down the best dental practice I've ever been to. The whole team is fantastic but a special mention to Aftab who is ridiculously friendly and professional.

Directions to Lumino The Dentists: Ponsonby Dentists with public transportation

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