Pacific Smiles Dental Lane Cove

I am extremely disappointed with the receptionist (Asian woman wearing glasses) and her completely unprofessional attitude. She should not be working in customer service with this kind of behavior. For context, I have been a returning patient. Two years ago, Dr. Natasha fixed my veneer and I was charged around $350. Last year (2025), I came back and Dr. Nikita treated me. I was clearly informed about a price increase before the procedure and I paid around $430 without any issue. I had no problem because I was informed upfront. This year, my veneer fell off again after biting something too hard. I called beforehand and specifically asked for the exact same treatment and the exact same shade. I even confirmed over the phone that they had the shade available, which they said they did. Today, Dr. Nikita treated me again and she was, as always, professional and great. However, when I went to pay, I was charged $530. I calmly asked why the price was different. The receptionist said she didn’t know and claimed it was a “different treatment.” I politely asked her to please check with the doctor because this was the exact same procedure, just on a different tooth. Please note: I was speaking in a very calm and respectful tone the entire time. Dr. Nikita came out and explained that there are annual price increases. I told her I completely understand price adjustments, but I was not informed about this increase over the phone or before the procedure started. She said she would look into it. While I was simply glancing toward the doctor, the receptionist abruptly told me to sit down and wait in an aggressive tone. The attitude was completely unnecessary. Eventually, Dr. Nikita came back and informed me the additional charge would be waived. I sincerely thanked her for being helpful. Right after that, the receptionist said in a condescending tone: “You should know there’s a price increase every year. I don’t want to argue with you but this is a different treatment.” This was said in a rude and arrogant manner. How am I supposed to “just know” about a price increase if I was not informed? Especially when I specifically called to confirm the treatment beforehand? As a returning patient, transparency should be standard practice. What made it worse was the visible sense of entitlement in her behavior. Wearing luxury items like a Rolex watch and Van Cleef bracelet (not sure if it’s even real?) does not justify speaking down to customers. Professionalism is not about what you wear, it’s about how you treat people. Dr. Nikita was excellent as always, but the receptionist’s behavior completely ruined the experience. Management seriously needs to address this. No patient deserves to be spoken to that way.

Dr Khushy is the kindest and most caring dentist I have ever seen. Being someone who gets very anxious at the dentist, she offers me solutions to keep me calm while having procedures done. She is excellent with communication during the process and makes you feel extremely comfortable in what can be a very nervous experience. Highly recommend visiting her, particularly if you have a fear of the dentist. Thanks Khushy.

After one particularly horrific experience where a dentist drilled a nerve. I have been extremely reluctant to return anywhere but here overcomes All fear and Dr Chen is so gentle and kind I highly recommend her. If I can Speak highly of a dentist then she must be Amazing and if I can sit in the chair anyone can!

I was extremely nervous about attending, but I was made to feel at ease from the moment I arrived. Even though it was a long appointment, I was talked through everything step by step, which really helped calm my nerves. I genuinely appreciate the care, patience and reassurance I received throughout the whole visit. Thank you for making what I was dreading feel so manageable.

Whilst I understand delays are inevitable, after two appointments of 40+ min waiting time, after mentioning I would have appreciated a simple apology for the wait; dentist Khushdeep Athwal proceeded to argue why she doesn’t owe any apologies, it’s the receptionist’s job. Poor display of professionalism, customer service and attitude. Other dentists at this practice have been great however.