SmileSet (smileset.com) has a 4.0 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Health & Medical and its reputation is good. 21% of reviews are 1 star, a relatively high share; The business has replied to 100% of negative reviews. Last updated 2026-08-10.
Danielle was amazing, very helpful and accommodating.she gas made every visit a great experience
Thank you so much for the kind words! We’re thrilled to hear you had such a great experience. Our team is always happy to help, and we truly appreciate you taking the time to share this feedback. We’ll be sure to pass along the love — thanks again for choosing SmileSet! 💙 -The SmileSet Team
I have had an extremely frustrating and concerning experience with Smileset regarding access to my dental records and retainers. I specifically asked whether Smileset held my dental records and retainer information as I was dealing with Smile Direct before and was told yes. However, when I formally requested that my records be sent to me, I was then told that Smileset cannot give this information (MY dental records) to me and that I should contact the orthodontist who handled my treatment. They gave me the orthodontist name which would be against GDPR in most companies. I contacted the orthodontist as advised, only to be informed that she has not worked with SmileDirect since 2021 and does not have access to my records. When I relayed this back to Smileset, I was told that they do have access to my records insofar as they can pull the orthodontist’s name and if i was to purchase my retainer from them they could pull that information also which directly contradicts earlier statements and confirms that my personal and dental data is still being processed by them. Despite this, I have received no clear response confirming whether or when I will receive my dental records or my retainers. Under GDPR and Data Protection Regulation Act 2018, I have a legal right to access my dental records, yet I continue to be redirected with no resolution. Since also saying I would be getting a solicitor involved if I cant receive my dental record there has been no response. The lack of transparency, contradictory information, and failure to respond appropriately to a lawful data request is deeply disappointing and unprofessional.
Hi Shannon, Thank you for sharing your experience. We’re sorry to hear how frustrating this process has been and appreciate the opportunity to clarify. When you reached out to us requesting your prior dental records, we provided the name of the licensed dental provider associated with your original SmileDirectClub treatment because SmileSet is not the owner or custodian of those clinical records. Patient dental records are maintained by the treating provider, and requests for full records must be directed to them directly. While we may be able to reference limited information internally for the purpose of continuing care if a patient chooses to move forward with an order, this does not mean SmileSet holds or is able to release full dental records. Our intent in sharing the provider information was to help guide you to the appropriate source for your request, not to redirect you without support. We understand how confusing this situation can be, especially given the changes following SmileDirectClub’s closure, and we regret any miscommunication that may have occurred. We appreciate you bringing this to our attention and remain committed to improving clarity and transparency in our communications. -The SmileSet Team
Smooth process....excited to see how the liners work. So far so good.
Thank you for sharing! We’re so glad to hear everything has been smooth so far. We’re excited for you too and can’t wait for you to see how your aligners work as you continue the process. If you ever have questions along the way, we’re always here to help. Thanks for choosing SmileSet! -The SmileSet Team
Love that they still had my impressions from Smile Direct Club and have signed-up to have replacement retainers sent every 6 months. Super convenient and affordable.
Thank you so much for the great review! We’re glad we were able to use your existing SmileDirectClub impressions and make the process quick and easy for you. Our 6-month replacement option is designed to be convenient and affordable, so it’s wonderful to hear it’s been a great fit for you. We truly appreciate you choosing SmileSet and are always here if you need anything! -The SmileSet Team
When I was able to talk to a live person John was very understanding and went above and beyond to help correct our accounts. He assured me that he would take over my accounts to make sure that things are placed accordingly. Which avoids use from having to do impressions again and I great appreciate that.
Thank you so much for taking the time to share this wonderful feedback. We’re thrilled to hear that John was able to step in, take ownership of your account, and make the process easier for you. Avoiding extra impressions is always a win, and we’re so glad he could help ensure everything was handled smoothly. We truly appreciate your kind words and are grateful for the opportunity to support you—please don’t hesitate to reach out if you need anything at all in the future! 💙 -The SmileSet Team
I had a retainer made at the dentist after I thought my finished measurements were destroyed when the company ceased to exist. It cost a lot and I damaged it by brushing a little too hard. I continued to use it but I’m very glad I am now able to get regular replacements using my actual finished-treatment measurements.
Thank you so much for sharing your experience with us. We know how stressful it can be to think your finished treatment records were lost, and we’re so glad we were able to step in and provide retainers using your actual completed-treatment measurements. We’re happy to hear you can now get regular, affordable replacements without the hassle or high cost of going back to the dentist. We truly appreciate you trusting us with your smile and are always here if you need anything! 💙 -The SmileSet Team
Richie did a wonderful job with assisting me through the phone.
Thank you so much for the kind words! We’re so happy to hear that Rich provided wonderful support over the phone. We’ll be sure to share your feedback with him — he’ll really appreciate it. Thanks again for choosing SmileSet, and please don’t hesitate to reach out if you need anything else! -The SmileSet Team
Norma, was very helpful in uploading a replacement photo 266kb jpg to my file. She was prompt, friendly and took care of my problem with ease. Thank you!
Thank you so much for sharing this! We’re thrilled to hear that Noma was able to help you quickly and make the process easy. She truly takes pride in providing prompt, friendly support, and we’ll be sure to pass along your kind words to her. We appreciate you choosing SmileSet and are always here if you need anything else! -The SmileSet Team
The ease of ordering replacement retainers. The price is right for the retainers and the customer service is great! I would recommend SmileSet to family and friends!
Thank you so much for the wonderful review! We’re thrilled to hear that ordering your replacement retainers was easy, the pricing felt right, and our customer service made a positive impression. Your recommendation truly means so much to us — we appreciate your trust and are always here if you or your loved ones need anything! 💙 -The SmileSet Team
The teeth aligners are awesome and they are keeping my teeth in alignment.
Thank you so much for the kind review! We’re thrilled to hear that your retainers are working well and helping keep your teeth in alignment. That’s exactly what we aim for! 💙 If you ever need anything or have questions along the way, our team is always here to help. -The SmileSet Team
The rep was courteous and helpful, answering most of the questions I had (there was one that needed the input of a dentist, but she told me I could reach out to the dental team anytime). All in all, a very informative call which put my concerns at ease.
Thank you so much for taking the time to share this feedback! We’re glad to hear our representative was courteous and helpful, and that she made sure to loop in our dental team when needed. Ensuring you have accurate information and access to professional input is incredibly important to us. We’re especially happy to know the call helped put your concerns at ease. If any other questions come up, please don’t hesitate to reach out — we’re always here to support you. 💙 -The SmileSet Team
EDITED at bottom. REPLY to company.. I was offered a supposed "good deal" being a previous Smile Direct Club customer. $600 for aligners. What they fail to tell you in the beginning or even after you have sent in your impression, is that it will take longer than four months for your teeth to straighten. So now, I can continue treatment with them for an additional $1,000 and purchase a retainer for $200. This turns out not to be such a good deal, as I could have gone somewhere else and had a whole plan in place. But now I'm $600 out and my teeth have barely straightened. When they received my impression, they should have notified me that it would take longer than what they are offering and given me the choice to continue or not. The aligners were sharp, did not fit well, and I had to continuously use wax to keep my mouth and tongue from getting hurt.If you are offered this deal as a previous Smile Direct Club customer, ask a LOT of questions I was never offered a complimentary touch up refinement. This is the EXACT reply I received from Smile Set. "Hello Teresa, I understand your concern about the cost of additional treatment. For former SmileDirectClub customers, we offer a special discount on aligners. You can use the discount code FormerSDC to receive an additional $500 off our normal price of $1495, bringing the cost down to $995 before taxes. This code can be used in conjunction with any other active promotions. You can start a new aligner treatment by ordering here. If you have any further questions or need personalized advice, you can schedule a call with a Smile Expert here. Thanks, SmileBot". And this response "Hello Teresa, I'm sorry to hear that your teeth haven't moved as expected. Since you've reached the end of your current set of trays, it might be a good idea to consider additional aligner treatment to achieve the desired results. You can start a new aligner treatment by ordering here: Aligner Treatment. If you have any concerns about the fit or effectiveness of your current aligners, you can also schedule a call with a Smile Expert to discuss your options and get personalized advice. You can do that here. Thanks, SmileBot". So I was offered to pay $995 to start a new aligner set to continue treatment after I expressed concern of my teeth not moving much and needing more time. My name is Teresa Morgan 2025-07-09
Hi Tess, Thank you so much for taking the time to share your experience. We’re really sorry to hear that your treatment hasn’t gone as expected, and we’d love the chance to review your specific case and make this right. For clarity, our treatment timelines are always personalized. All-day aligners typically range from 4–6 months, and nighttime aligners from 6–9 months, depending on the complexity of tooth movement needed. After we receive impressions, photos, and forms, every customer is emailed their personalized 3D treatment plan along with their exact treatment plan length before moving forward, so there are no surprises. Treatment time can vary from person to person, as every smile is unique. We also want to clarify that we do not charge $1,000 for “extra movement” at the end of treatment. If a customer reaches the end of their plan and is not satisfied with the movement, we include one complimentary touch-up refinement. We’re also very concerned to hear that your aligners felt sharp or didn’t fit comfortably – that’s not the experience we want anyone to have. Our team can help with trimming/adjustments or replacements when needed. Because no email or order number was included in this review, we aren’t able to locate your account to help further. If you can please email us at [email protected], our team will be happy to review your case in detail and work toward a solution for you. We genuinely want you to love your smile and we’re here to support you. Warm Regards, Erika SmileCare Support Supervisor SmileSet
My "SmileDirectClub" retainers had become worn out and needed to be replaced. When I started searching for them I couldn't make contact at the phone numbers I had. So I searched on the internet and couldn't find them, but I did find "SmileSet." They had all of my records from "SmileDirectClub's" Dr's, so they were able to order my new retainers that same day! I only wish I had been notified of the change, however, there may have been an email that was missed by me with the notification.
Thank you so much for taking the time to share your experience! We’re glad we were able to locate your records from SmileDirectClub and get your replacement retainers ordered quickly—that convenience is exactly what we aim for. We truly appreciate your feedback regarding the transition as well. While notifications were sent, we understand how easily messages can be missed, and we’re grateful you shared that perspective. If you ever need anything moving forward, our team is always happy to help 💙 -The SmileSet Team
After multiple frustrating back-and-forths with customer service, they agreed to replace a set of aligners. However, they initially rejected the request, and by the time they approved it, he was already 4 to 5 aligners into his treatment. They wanted to replace a previously used set, which didn’t make sense overall. When I asked for a refund, they refused, arguing he'd already gone through several sets. They only offered a refund for the unused portion, not for the broken aligners. Additionally, they never provided the necessary doctor care or aftercare aligners. Given this experience, I would definitely choose a different provider. I received another email, a canned response. Probably from A.I. customer service and nothing but jabber. They won't provide a doctors response as specified, maybe when they make it. Also, no after care. Again, there is better services available.
Hello, Thank you for taking the time to share your experience. We’re truly sorry to hear how frustrating this felt, and we want to acknowledge your concerns. That said, based on what’s described here, there are important details missing that make this situation unclear and don’t align with how our treatment plans, dental oversight, and policies work in practice. Every fit concern or replacement request is reviewed by our dental team and prescribing dentists, and approvals are based on wear compliance, treatment progress, and clinical guidelines. Our Smile Protection Plan is designed to support patients throughout treatment, including complimentary touch-ups when teeth don’t move as expected. To remain eligible, customers must be wearing their aligners as prescribed, stay current on treatment steps, register their aligners, and obtain doctor approval before changes are made. If aligners are not worn as directed or treatment is progressed beyond what the doctor has approved, replacement or refund eligibility can be affected. Regarding refunds, we offer a clearly stated 30-Day Fit Guarantee. Full refunds are available within 30 days of receipt for unworn aligners. Once treatment has begun and multiple sets have been worn, refunds are limited to the unused portion of treatment, as outlined in our refund policy. Previously worn or broken aligners are not eligible for full refunds once treatment is underway, which is standard across doctor-directed aligner care. We also want to clarify that all SmileSet aligner treatments are overseen by licensed dentists or orthodontists, and clinical aftercare is provided through that doctor relationship. If something felt missing in that process, we would absolutely want the opportunity to review it. Unfortunately, this review does not include any identifying information, so we’re unable to look into the account or fully understand what occurred. We genuinely encourage you to reach out to us directly at [email protected] with their order details so we can review the case thoroughly and address any unresolved concerns. Our goal is always to provide transparent care, fair resolutions, and ongoing support throughout treatment, and we’re happy to help when given the opportunity to do so. Warm Regards, Erika SmileCare Support Supervisor SmileSet
Different name same charlatans game. I ordered a smile set with the understanding that I if I changed my mind in the next couple days there will be no issues. I've returned the unopened kit and keep getting the run around on canceling my order and refunding the 3rd party. STILL WAITING! Smileset keeps saying someone will contact me in 48 hrs to investigate the cancelation. Literally stealing 3rd party money in my name.
Hi Randy, Thank you so much for the kind words! We’re really happy to hear that the process felt clear and that you feel confident moving forward — especially with such an important decision. Our goal is always to make sure you understand what to expect and feel supported every step of the way. If any questions come up as you move forward, our team is always here to help. We truly appreciate you trusting SmileSet with your smile! 😊 --The SmileSet Team
Great help, got me the answers I needed.
Thank you so much for the kind feedback! We’re glad our team was able to get you the answers you needed. We’re always here if anything else comes up 💙 -The SmileSet Team
You are so lucky to have someone like Norma in your office! Very concise, ultimately informative, caring and delightful! Sincerely Chuck Tanner
We truly appreciate you taking the time to share this! Noma embodies the care and dedication we strive to provide, and we’re so glad she could help. Thank you for the 5-star review 💙 -The SmileSet Team
Quality of retainers gradually decreased and lead to a shift in my smile. Smileset accused me of not wearing my retainers despite me being a repeat customer for well over a year. They suggested purchasing a whole new treatment rather than correcting the retainer issue. Simply, their retainers did not retain.
Hi Cameron, Thank you for taking the time to share your experience. We’re truly sorry to hear about your frustration — this isn’t the outcome we want for any customer. Retainers are designed to maintain tooth position, but natural movement can still occur over time due to factors like wear, fit changes, or biological movement. When retainers are created from older smile files, even small shifts can impact how effectively they hold alignment. Our intent is never to place blame, but to determine the best path forward based on the most accurate information available. We’d really appreciate the opportunity to take a closer look at your specific case and review options together. Please reach out to us at [email protected] so we can assist further. Thank you again for your feedback — it helps us continue improving. -The SmileSet Team
This company is a textbook example of deception and greed. I paid over $2,000 for a teeth alignment treatment with a lifetime guarantee, and they abruptly cut my treatment short. Almost immediately after, the same people opened SmileSet, targeting their former customers and refusing to honor any prior guarantees, claiming they are a “new company.” This is blatant exploitation of loyal customers. They take your money, provide incomplete service, and then try to resell you the same product under a new name. Their practices are dishonest, unethical, and completely disrespectful to anyone who trusted them. Do not waste a penny or a second of your time with this company. They are not to be trusted under any circumstances.
Hi Chuck, We’re truly sorry for the frustration and disappointment you’ve experienced. We understand how upsetting it can feel when expectations around a treatment and its guarantees aren’t met. To clarify, SmileSet is a separate company that uses SmileDirectClub’s technology, but we are not affiliated with SmileDirectClub and are unable to honor guarantees or commitments made under their programs. We know this distinction can feel confusing and frustrating, especially for customers who previously completed treatment elsewhere. That said, our intention has never been to mislead or exploit customers. Our goal is to continue offering access to dental products and care using the same underlying technology, with clear communication about what we can and cannot provide. We’d genuinely welcome the opportunity to review your specific situation and see how we may be able to help moving forward. Please reach out to us directly at [email protected] so we can assist you further. Thank you for sharing your experience. -The SmileSet Team
Amazing experience! Was glad I was able to finish my treatment and finally not full insurance about my smile while at work or bring social!
Hi Anothony! Thank you so much for the kind words—we’re thrilled to hear you had an amazing experience! Congratulations on finishing your treatment and feeling confident showing off your smile, whether you’re at work or out socializing. That confidence is exactly what we hope for our customers. We truly appreciate you taking the time to share this! 😊 -The SmileSet Team
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