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.
I took 2 months to receive my retainer after shipping my molds the same day i received the kit. Now that i have received my retainer they don't even fit, i cant get them half way up my top teeth.
Reply from SmileSet2026-07-20
Thank you for taking the time to share your experience. I'm so sorry to hear about the delays you encountered and that your new retainers aren't fitting properly. That's certainly not the experience we want for our customers.
We'd love the opportunity to make this right. At your earliest convenience, please complete our Retainer Fit Survey (https://smileset.com/pages/retainer-fit-questionnaire) so our Dental Team can review the fit of your retainers and determine the best next steps. Once your submission is received, we'll prioritize your case and work with you to get a set of retainers that fit comfortably.
We sincerely appreciate your feedback and hope to have the opportunity to turn this experience around for you.
-The SmileSet Team
It was no problem finding my information and Rich (if I remember his name right) was very helpful and provided me a discount. I was very pleased and look forward to renewing my subscription.
Reply from SmileSet2026-07-20
Thank you so much for your kind review! We're thrilled to hear that Rich was able to quickly locate your information, provide helpful support, and assist you with a discount for your renewal. We'll be sure to share your kind words with him! We truly appreciate you choosing SmileSet and look forward to continuing to support you. Thank you for being part of the SmileSet family! 💙
-The SmileSet Team
Rich was so helpful in getting my replacement putty sent to start my impression kit! The customer service line answered very fast as well.
Reply from SmileSet2026-07-17
Thank you so much for your kind review! We're so happy to hear that Rich was able to help get your replacement impression kit on its way and that you had such a positive experience with our team. Providing fast, friendly support is exactly what we strive for, and I'll be sure to share your kind words with Rich—they'll mean a lot to him! We truly appreciate you choosing SmileSet and can't wait to help you through the rest of your smile journey.
-The SmileSet Team
John with customer service was great. Helped with all of our questions and was totally cool. Very much appreciated
Reply from SmileSet2026-07-16
Thank you so much for your kind words! We're thrilled to hear that John was able to answer all of your questions and provide such a great experience. We'll be sure to share your feedback with him—it will absolutely make his day! We truly appreciate you choosing SmileSet and are always here if you need anything. 😊
-The SmileSet Team
This place is a joke. At the end of treatment my teeth weren’t straight as they said they could get them. My bite is off. Then they charged me $110 for a retainer I never received. Couldn’t get my money back from them.
Reply from SmileSet2026-07-15
Thank you for taking the time to share your experience. I'm so sorry to hear about the frustration you've experienced.
Based on the information available to us, it appears your aligner treatment was completed through SmileDirectClub prior to your SmileSet retainer order. While SmileSet is a separate company, we truly understand how disappointing it is to still have concerns about your smile, and we'd love the opportunity to see if there's anything we can do to help.
We also see that you placed a retainer order with SmileSet, and if you never received it, we'd be happy to review that with you as well. If needed, we can also help get a new Impression Kit on the way so we can work toward getting you a properly fitting retainer.
Additionally, we offer special pricing for former SmileDirectClub customers who are interested in continuing their smile journey with SmileSet.
If you're willing, please reach out to us at [email protected] with your name and order information. We'd truly appreciate the opportunity to review everything with you and see how we can help.
-The SmileSet Team
Terrible company. I paid for aligners in full over 2 months ago! I never received them, I have called this company multiple times and they never send the aligners. They need to refund my money. This is a scam company
Reply from SmileSet2026-07-10
I'm so sorry to hear about your experience. I completely understand how frustrating it must be to have waited this long without receiving your aligners, especially after paying in full.
This certainly isn't the experience we want for our customers. I'm going to personally review your account to determine what has caused this delay, and I'll be reaching out to you directly as soon as possible so we can work toward a resolution.
Thank you for bringing this to our attention, and I look forward to speaking with you soon.
Tayler
Sr. Manager, SmileCare Support
SmileSet
There was no wait time to talk. Rich, the representative, was very helpful. He answered my question right away. He went above and beyond and outlined the entire process in detail so I had the right expectations and knew what to expect.
Reply from SmileSet2026-07-15
Thank you so much for taking the time to share your experience! We're so glad Rich was able to answer your questions and provide a thorough overview of the process. Setting clear expectations and making sure our customers feel informed every step of the way is incredibly important to us, and it's wonderful to hear Rich went above and beyond to do just that. We'll be sure to share your kind words with him—they'll mean a lot! Thank you for choosing SmileSet, and we wish you all the best on your smile journey! 🩵
-The SmileSet Team
Couldn't be happier. I struggled with getting good impressions. They sent me THREE kits until I nailed it. They were so friendly and happy. I received my aligners last week. The kit was perfect and included extras. I LOVE the lip balm. I will be buying that in the future again. Thanks for the wonderful customer service and communication. I highly recommend SmileSet.
Reply from SmileSet2026-07-06
Thank you so much for your incredibly kind words! 💙 It truly means the world to our team to hear about your experience.
I'm so glad we were able to stick with you through the impression process. We know it can take a few tries sometimes, and we're always happy to do whatever we can to help our customers succeed. Hearing that our team made you feel supported throughout the process is exactly what we strive for.
I'm also thrilled to hear your aligners arrived safely—and that you're loving the lip balm! 😊 We'll be sure to share your kind words with the team.
Thank you again for your recommendation and for trusting SmileSet with your smile. We can't wait to be a part of your journey, and we're always here if you need anything along the way!
-The SmileSet Team
Customer Service Person was Great! However, I got some beefs with SmileSet
The customer service agent was compassionate and very helpful.
My only beef is that I updated my address two or three different times, (even before they had my retainers ready), but she said my addy STILL wasnt updated.
Otherwise, I really appreciate that they bought out Smile Direct after they went OOB--otherwise, I would have had to start ALL over with a different company.
Reply from SmileSet2026-07-06
Thank you so much for taking the time to share your experience! I'm so glad to hear our Customer Support team was able to provide compassionate and helpful support.
I'm sorry to hear about the confusion with your shipping address. We understand how frustrating that must have been, especially after requesting the update multiple times. Your feedback has been shared with our team so we can continue improving our processes and help prevent this from happening in the future.
We truly appreciate your support and are grateful for the opportunity to help continue your smile journey. If there's ever anything else we can do for you, please don't hesitate to reach out—we're always happy to help!
-The SmileSet Team
I received a call from Tasha from smile set. I was surprised how courteous and polite she was. She scheduled a follow up call and to my surprise it was Tasha again! Polite patient and courteous again. I was busy so I asked for another follow up. Once again to my surprise Tasha called. Not once did she pressure me to purchase as every company representative has done regarding the product of purchase. Tasha is A+ in representing her company. Wish other companies would follow suit.
Reply from SmileSet2026-07-02
Thank you so much for your thoughtful review! 🩵 We're thrilled to hear Tasha provided such a positive experience throughout each of your conversations. Taking the time to listen, answer questions, and support our customers without pressure is exactly the experience we strive to provide, so we're delighted to know Tasha made such a great impression. We'll be sure to share your kind words with her—they'll mean so much. Thank you for choosing SmileSet!
-The SmileSet Team
Aligner quality is terrible. I just opened my new pack and they're flimsy and cheap. I reached out to customer service and they're refusing to refund me or provide replacements of my original mold because it's "outside the 30 day limit". Newsflash: a garbage product is still garbage if you open it after 30 days. Awful company and I'm switching to Invisalign.
Update 06/30: They emailed me asking questions I had already answered in the previous thread, pretended to care, then ghosted me when I said I would ship back the garbage aligners if they sent me the ones that actually fit to replace them. Great job.. *Slow clap* Glad I've wasted over $200 on these awful aligners.
Update 07/26 - Their Sr Manager for their support team reached out to me shortly after my previous update. (I probably weirded her out with a LinkedIn message, as well...) Over email we clarified what was wrong, as well as the vague description of the update made to the aligners. I explained why they're flimsy, provided video evidence to show the fit was no longer solid/secure. She agreed the video showed they weren't adequate and that they would pull up my old file and print the new aligners as they used to be provided. I finally received my replacement aligners based on the old design 2 days ago. Had the chance to disinfect them and wear them a few nights and they're exactly what they used to be and what I wanted. They say they'll send replacements for the 2nd set for free, but we'll see.... They're head of support was great in finally handling it, but it would be a huge relief if they would look into how inefficient this process was. I hope they reconsider the design of their aligners, or at least the material quality before making further sales and promotions for this new product.
Reply from SmileSet2026-07-01
Thank you for taking the time to share your feedback. We're very sorry to hear you're disappointed with your retainers and understand how frustrating this experience has been.
We'd like the opportunity to take a closer look at your order and review your concerns in more detail. Our team will be reaching out to you directly to discuss your experience and determine how we can best assist.
We appreciate you bringing this to our attention and hope to have the opportunity to make things right.
-The SmileSet Team
Thank you so much for your 5-star review! 🩵 We're thrilled to hear Sara made such a positive impression. We'll be sure to share your kind words with her—they'll absolutely make her day! Thank you for choosing SmileSet, and we look forward to being part of your smile journey.
-The SmileSet Team
Calvin was amazing. He helped me and my sister with everything we needed. Satisfactory work!
Reply from SmileSet2026-06-30
Thank you so much for your wonderful review! 🩵 We're thrilled to hear Calvin was able to help both you and your sister and made sure you had everything you needed. We'll be sure to share your kind words with him—recognition like this means so much to our team. Thank you for choosing SmileSet, and we look forward to being part of your smile journey!
-The SmileSet Team
Had a great and easy experience with the pop up event. Thank you so much!
Reply from SmileSet2026-06-30
Thank you for your kind review! 🩵 We're so happy to hear you had a great experience at our SmileSet Pop-Up event. Making the process simple, convenient, and enjoyable is exactly what we strive for. Thank you for choosing SmileSet—we're excited to be part of your smile journey!
-The SmileSet Team
Kirishna was absolutely amazing. Very kind, caring and really took her time to explain and walk me through the process.
All of the ladies who were there were very courteous and thorough with the knowledge and step by step that they shared.
Such a great experience and Kirishna calmed me and made me feel really comfortable.
Thank you
Reply from SmileSet2026-06-30
Thank you so much for your thoughtful review! 🩵 We're thrilled to hear that Kirishna made such a positive impact on your experience. Taking the time to ensure our customers feel informed, comfortable, and cared for is exactly what we strive for, and we're so glad she and the rest of the team delivered that for you. We'll be sure to share your kind words with Kirishna—they'll mean so much to her. Thank you for choosing SmileSet, and we look forward to being part of your smile journey!
-The SmileSet Team
The ladies who helped me have been great! Very easy and quick process. Excited to get results!
Reply from SmileSet2026-06-30
Thank you for your wonderful review! 🩵 We're so glad to hear our team made the process easy and efficient for you. It's exciting to know you're looking forward to your results, and we're honored to be part of your smile journey. Thank you for choosing SmileSet!
-The SmileSet Team
Everyone is super nice, scan was quick and easy, explained everything I needed to know perfectly and excited to see my new smile !
Reply from SmileSet2026-06-30
Thank you for your fantastic review! 🩵 We're so happy to hear our team made you feel welcome and that your scan was quick and easy. It's great to know everything was explained clearly and that you're excited to begin your smile journey. Thank you for choosing SmileSet—we can't wait for you to see your new smile!
-The SmileSet Team
Thank you for your 5-star review! 🩵 We're so glad you had a great experience and found the process to be fast and easy. Our team will be thrilled to hear your kind words. Thank you for choosing SmileSet, and we look forward to being part of your smile journey!
-The SmileSet Team
Had such a great experience at Smile Set Pop Up! The entire experience was smooth, welcoming, and well-organized. The staff was incredibly kind, professional, and made me feel comfortable from start to finish. I really appreciated the attention to detail and how easy they made everything.
Reply from SmileSet2026-06-30
Thank you so much for your wonderful review! 🩵 We're thrilled to hear you had such a great experience at our SmileSet Pop-Up event. Creating a smooth, welcoming, and stress-free experience is exactly what we strive for, so it's incredibly rewarding to know our team made you feel comfortable every step of the way. We truly appreciate your kind words and look forward to being part of your smile journey!
-The SmileSet Team
Everyone at smileset are amazing. I felt very welcomed since I walked in the staff are friendly and welcoming. My experience was very pleasant. I love that you can be in and out without wasting a full day at a dental office.
Reply from SmileSet2026-06-30
Thank you so much for your kind review! 🩵 We're delighted to hear you felt welcomed from the moment you walked through the door and that our team made your experience such a positive one. We're also glad you appreciated the convenience of the process—making it easy to fit smile care into your busy schedule is exactly what we aim for. Thank you for choosing SmileSet, and we look forward to being part of your smile journey!
-The SmileSet Team
