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.
Everyone was so nice and welcoming. Walked me through every step and made me feel at ease. 10/10 experience
Reply from SmileSet2026-06-30
Thank you for your amazing review! 🩵 We're so happy to hear our team made you feel welcomed and took the time to walk you through each step of the process. Helping our customers feel comfortable and confident is always our goal, so we're thrilled you had a 10/10 experience. Thank you for choosing SmileSet—we're excited to be part of your smile journey!
-The SmileSet Team
Thank you for your 5-star review! 🩵 We're so glad to hear your experience was fast and smooth. Providing a simple, convenient process is exactly what we strive for. We appreciate you choosing SmileSet and look forward to being part of your smile journey!
-The SmileSet Team
The staff was very friendly, welcoming, and attentive during my appointment to have my teeth scanned for aligners. The scanning process itself went smoothly, and I appreciated their professionalism.
However, I left feeling a little disappointed. I noticed other patients receiving goodie bags after their scans, but I wasn’t offered one. Since I had already purchased my treatment plan online before my appointment, I would have expected to receive the same welcome gift as everyone else. It made me feel like I was overlooked.
I also think the hygiene standards in the office could have been a little better. Overall, the staff was kind, but these details affected my overall experience.
Reply from SmileSet2026-06-30
Thank you for taking the time to share your experience. 🩵 We're so glad to hear our team was friendly, welcoming, and that your scanning appointment went smoothly.
We're also sorry to hear that parts of your visit left you feeling overlooked. Every patient should feel equally valued, and we'd love the opportunity to make things right. We'd also appreciate the chance to learn a bit more about your visit so we can better understand your feedback and continue improving the experience we provide.
We've reached out through Trustpilot to gather a few additional details. Once we hear from you, we'll be happy to follow up directly. We truly appreciate your feedback and hope to have the opportunity to turn your 4-star experience into a 5-star one!
-The SmileSet Team
Thank you for taking the time to leave us a review! We're so glad to hear that you had a positive experience with our customer support team. Providing friendly, personalized service is something we take pride in. We appreciate your feedback and hope to have the opportunity to earn that fifth star in the future! 🩵
-The SmileSet Team
This saved me so much time and a possible impression mistake
This saved me so much time and a possible impression mistake . I am so grateful I caught this pop-up . The whole team was so sweet. Thank you to Joelle for taking great care of me and getting my scans done to perfection.
Reply from SmileSet2026-06-30
Thank you so much for your kind words! 🩵 We're so happy you were able to take advantage of one of our pop-up scan events and that it made the process easier for you. It's wonderful to hear that Joelle took such great care of you and made your experience a positive one. We'll be sure to share your feedback with her and the rest of the team. Thank you for choosing SmileSet, and we can't wait to be part of your smile journey!
-The SmileSet Team
I’ve been dealing with issues receiving my mail for the past couple of months, and it’s been incredibly frustrating. I’ve called multiple times, been hung up on by representatives, and even spoke with someone yesterday who didn’t seem interested in hearing my situation. All I wanted was to get the issue resolved so I could finally start my aligner treatment. Today, John completely changed my experience. He took the time to genuinely listen, understood the problem, and resolved everything quickly and efficiently. I’m also going through a difficult pregnancy, which has nothing to do with your company, but it made such a difference to have someone treat me with patience and kindness instead of rushing me off the phone. John provided outstanding customer service, and I truly appreciate the care and professionalism he showed. Thank you, John, for turning such a stressful situation into a positive experience. You are an incredible asset to your team.
Reply from SmileSet2026-06-26
Thank you so much for taking the time to share your experience and for your kind words about John! 🩵 While I'm sorry to hear that getting everything sorted out was frustrating, I'm so glad John was able to step in, listen, and help get everything resolved. We'll be sure to share your wonderful feedback with him—I'm certain it will mean a lot. We also want to wish you all the best with your pregnancy and hope the rest of your treatment journey is a smooth and positive one. Thank you again for choosing SmileSet!
-The SmileSet Team
I just got a refund because I was really having trouble doing my impressions. They didn't want my business obviously rather than help me out
Reply from SmileSet2026-06-26
Thank you for taking the time to share your feedback. I'm sorry to hear that your experience left you feeling this way—that's certainly not the impression we want to leave. I'd really appreciate the opportunity to review your case and better understand what happened. If you're willing, please reply with your full name and the email address associated with your account so I can look into this personally and see if there's anything we can do to help.
Warm regards,
Tayler
Sr. Manager, SmileCare Support
SmileSet
Smile set and the folks that work there are trustworthy, friendly, and extremely helpful. They go out of their way to meet your needs in a very timely fashion. I highly recommend this wonderful company.
Reply from SmileSet2026-06-26
Thank you so much for your kind words and recommendation! 🩵 We're thrilled to hear that you had such a positive experience with our team. Providing friendly, trustworthy, and timely support is what we strive for, so it means a great deal to know we were able to meet your expectations. Thank you for choosing SmileSet—we truly appreciate your support and look forward to being part of your smile journey!
-The SmileSet Team
The whole process with Smileset has been so smooth. I am on tray 5 of 9 and anytime I have had questions customer service was so efficient. From the impressions to the tray switches, Smileset has definitely earned my applause.
Reply from SmileSet2026-06-25
Thank you so much for sharing this! We’re so happy to hear that your SmileSet experience has been smooth from impressions to tray switches. Our team is always here to help along the way, and we’re thrilled to know customer support has been efficient whenever you’ve had questions. We’re cheering you on through the rest of your treatment!
-The SmileSet Team
I used Smiledirect who went out of business and I guess were bought by smileset. I can say from experience that the quality of the product dropped significantly. The plastic is thinner/cheaper and do nothing to set my teeth. I went back to my old smile direct ones that are nearly 2 years old, which do a better job.
Reply from SmileSet2026-06-25
Thank you for sharing your feedback. We’re sorry to hear that you’re disappointed with your retainers and that they haven’t felt comparable to what you previously used.
At SmileSet, we use high-quality materials and manufacturing standards for our retainers, so we’d definitely like the opportunity to look into what may be going on with your order and fit. If the retainers are not fitting or functioning as expected, our team would be happy to review this further and help determine the best next steps.
Please give us a call at 855-604-7052 or reach out to our support team directly so we can locate your account and assist you.
-The SmileSet Team
Calvin was so helpful!! He helped me so quickly to order the retainers I needed without extra steps. It’s so great to talk to a real person who understands me and get the help I need.
Reply from SmileSet2026-06-24
Thank you so much for your wonderful review! We're thrilled to hear that Calvin was able to assist you quickly and make the ordering process simple and straightforward.
Providing friendly, efficient support is always our goal, and we're so glad Calvin delivered the kind of experience you deserve. We'll be sure to share your kind words with him—they'll mean a lot!
Thank you for choosing SmileSet. We truly appreciate your support and look forward to helping you keep your smile protected for years to come.
-The SmileSet Team
Since the beginning of my experience with this company has been awful, they sent the print set wrong twice and it took over a month to get them each time, then they said I wasnt a viable candidate and it has been 3 months and still no refund.I do not recomm3nd this company it is a scam.
Reply from SmileSet2026-06-24
Thank you for taking the time to share your experience. We sincerely apologize for the frustration you've encountered and understand how disappointing this situation must feel.
We would very much like the opportunity to review your concerns and investigate the status of your refund. Unfortunately, we are unable to locate your account based on the information provided in your review.
At your convenience, please reply with your full name, order number, or the email address associated with your account, and we will look into this right away.
We appreciate your feedback and hope to have the opportunity to make this right.
-The SmileSet Team
JL was very helpful in updating my login, which was tied to an email account I could no longer access. She also made sure I received the discount code I was trying to apply. If my retainer is as high quality as the customer service, I'll be very pleased. Thanks!
Reply from SmileSet2026-06-23
Thank you for your wonderful 5-star review! We're so glad JL was able to help get your account updated and ensure you received the discount code you were looking for. We know how frustrating account access issues can be, and we're happy she was able to make the process quick and easy. We truly appreciate your kind words and confidence in our team. We hope your retainer exceeds your expectations, and we're always here if you need anything along the way. Thank you for choosing SmileSet! 🩵✨
-The SmileSet Team
The customer service was great, and the issue I had been dealing with for about two months was resolved.
Reply from SmileSet2026-06-22
Thank you so much for your 5-star review! We're thrilled to hear that our team was able to resolve the issue and provide you with a positive experience. We understand how frustrating it can be when something takes longer than expected, and we truly appreciate your patience throughout the process. Thank you for giving us the opportunity to make things right, and please don't hesitate to reach out if there's ever anything else we can help with. 🩵
-The SmileSet Team
John was very understanding and helpful. He took the time to check my account and fix the issue that I had with my ill fitted retainers. Hopefully with the teeth molds that I will receive I will be fitted with a correct fitting retainers. It took a few calls but I hope the problem will be fixed soon
Reply from SmileSet2026-06-18
Thank you so much for your 5-star review!
We're thrilled to hear that John was able to assist you and take the time to review your account and address your concerns. We understand how important it is to have retainers that fit properly, and we're glad he was able to help get the next steps in motion.
We appreciate your patience throughout the process and are hopeful that the new molds will allow us to create retainers that fit comfortably and meet your expectations. Thank you for giving us the opportunity to make things right.
If you need anything along the way, please don't hesitate to reach out. We're always happy to help! 🩵
-The SmileSet Team
I really value being able to speak with a helpful human and not a robot/AI. Not only
Did the person who helped me understand my question and answered it right away, but he also assisted e with the rest of the transaction. Happy with the service and support I received
Reply from SmileSet2026-06-17
Thank you so much for your kind words and 5-star review!
We're thrilled to hear that you had a positive experience with our team. We know how important it is to be able to connect with a real person when you have questions, and we're glad we were able to provide the support and guidance you needed. It's wonderful to hear that your questions were answered promptly and that we could assist you throughout the rest of the process as well.
Thank you for choosing SmileSet. We truly appreciate your support and are always here if you need us! 🩵
-The SmileSet Team
Don’t waste your time. I returned my impression kit as soon as I could and was revived back in 2 days. I have contacted help multiple times when I wasn’t getting any updates, completely clueless if my impressions were good enough. I was told my night guards were complete and shipped but I had nothing. I called again today and was told a batch had been thrown away by mistake without processing. I had not been contacted proactively. I was also told I would get a $100 refund. After the call I get an email it would only be $25. Wow — such poor customer service and still no information on a new impression kit. Come on, expedite a kit to me, give me the refund you said. Unacceptable.
Reply from SmileSet2026-06-16
Thank you for taking the time to share your experience. We are very sorry to hear about the frustration and confusion you've encountered throughout this process.
We would like the opportunity to investigate your concerns and make this right. Unfortunately, we were unable to locate your account based on the information available in your review.
At your earliest convenience, please reply to our request with your full name, email address, and/or order number so we can review your case in detail. Once we have that information, a member of our team will personally look into what occurred and follow up with you directly.
We appreciate the opportunity to assist and look forward to resolving this for you.
-The SmileSet Team
I contacted support three times about issues with my treatment plan, and JL was the only one who truly helped me. My photos kept getting rejected, so she took the extra step of joining a video call and patiently guided me on how to take them correctly.
Our call lasted over 30 minutes I think, and she stayed calm, professional, and helpful the entire time. I even asked to speak with a supervisor so I could commend her, but was directed to this review instead.
JL is a great asset to your team. Thank you for going above and beyond to help me!
Reply from SmileSet2026-06-16
Thank you so much for taking the time to share your experience!
We are thrilled to hear that JL was able to provide the support and guidance you needed throughout your treatment journey. Taking dental photos can sometimes be challenging, and we're so glad he took the extra time to connect with you directly and walk you through the process step-by-step.
Providing personalized, compassionate support is exactly what we strive for, and it's wonderful to hear that JL's patience, professionalism, and dedication made such a positive impact. Going above and beyond for our customers is what makes team members like JL so special.
We will be sure to share your kind words with both JL and her leadership team. Thank you again for recognizing his efforts and for allowing us to be part of your smile journey! 🩵
-The SmileSet Team
Riche was extremely friendly and very helpful. He gave me accurate updates regarding my order and was very reassuring!
Reply from SmileSet2026-06-15
Thank you so much for your 5-star review! We're delighted to hear that Riche provided such a positive experience. Keeping our customers informed and supported throughout their smile journey is incredibly important to us, and we're glad he was able to provide accurate updates and reassurance along the way. We'll be sure to share your kind words with Riche—he'll be thrilled to hear them! Thank you for choosing SmileSet, and we look forward to being part of your smile journey. 🩵😁
-The SmileSet Team
Highest Praise to Erica, the Straightener of Patient Problems!
I want to give my highest praise and deepest thanks to Erica at SmileSet. She helped me straighten out all of my SmileSet concerns with patience, clarity, kindness, and outstanding communication.
Even though she was half a world away, Erica communicated in perfect American English and made me feel completely understood and supported. She was empathetic, professional, and reassuring, and she assisted me through every step of the process.
Because of Erica’s help, I went from feeling frustrated and uncertain to feeling like a happy customer and patient again — with a bright smile in my future. SmileSet is fortunate to have someone as capable, caring, and effective as Erica representing them.
Thank you, Erica!
Reply from SmileSet2026-06-15
Thank you so much for taking the time to share such a thoughtful and detailed review! We are truly grateful for your kind words and thrilled to hear about your experience with Erika.
Providing compassionate, clear, and personalized support is at the heart of what we do, and it's wonderful to know that Erika was able to help turn a frustrating situation into a positive experience. We'll be sure to share your feedback with her—recognition like this means so much to our team.
Thank you for trusting SmileSet with your smile journey. We're honored to be part of it and look forward to helping you achieve the results you're working toward. Wishing you all the best and many reasons to smile ahead! 🩵😁
-The SmileSet Team
