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.
Love it! Good price, good product, lasts long! Will definitely buy again..
We love to hear this — thank you so much! 💙 Great price, great product, and long-lasting results is exactly what we aim for, so your feedback truly means a lot. We’re so glad you’re happy with your purchase and can’t wait to serve you again! Thanks for being part of the SmileSet family — we appreciate you! -The SmileSet Team
Great experience overall. This is a budget friendly company that does there best is making sure you get the product your deserve.
Thank you so much for your kind words! 💙 We truly appreciate you recognizing our commitment to delivering high-quality products at an accessible price point. Our team works hard to make sure every customer receives the care and support they deserve, so it means a lot to hear that reflected in your experience. If there’s ever anything we can do to make your experience a full 5 stars, we’re always here to help! Thanks again for choosing SmileSet — we’re grateful to be part of your smile journey. -The SmileSet Team
Rich was very helpful as I had been disconnected with the previous CSR who said our order had been cancelled. He was not only able to see in the system our order had not been cancelled but had moved forward to production and our trays would arrive in a couple of weeks. He was also quick to answer another question we had about tray alignment. We were very satisfied with our call and his assistance to our needs.
Thank you so much for taking the time to share this! 💙 We’re so glad Rich was able to step in, clarify the situation, and provide reassurance about your order moving forward to production. Clear communication and peace of mind are so important — especially when it comes to your treatment timeline. It’s wonderful to hear he was also able to quickly address your questions about tray alignment. We’ll be sure to pass along your kind words — he’ll truly appreciate it! Thank you for trusting SmileSet with your smile. — The SmileSet Team
It was great! Tayler has been very helpful in any questions I have had about my aligners. Fast response and very professional.
Thank you so much for your kind words! 💙 We’re so happy to hear that you had a great experience and that all of your aligner questions were answered quickly and professionally. Providing clear guidance and timely support is incredibly important to us, and feedback like this truly means the world. We’re always here if you need anything along your smile journey — thank you again for taking the time to share your experience! — The SmileSet Team
As someone who had retainers with Smile Direct Club, these retainers through SmileSet are much higher quality. They are thicker and the edges are more shaped to your teeth which feels much more comfortable. I feel I am off to a good start and I look forward to putting on my next retainers.
Thank you so much for sharing this thoughtful feedback! 💙 We’re thrilled to hear that you’re noticing the difference in quality and comfort. Our retainers and aligners are custom-made with comfort edge for a smoother fit, so it means a lot to hear that you’re feeling that improvement. We’re excited for you as you continue your aligner journey and appreciate you trusting SmileSet to help protect your smile long-term! — The SmileSet Team
Rich was very informative, prompt and helpful!
Thank you so much for the 5 stars! We’re thrilled to hear that Rich was informative, prompt, and helpful — that’s exactly the level of service we strive to provide. We’ll be sure to pass along your kind words to him! We truly appreciate you being part of the SmileSet family. 💙 — The SmileSet Team
Thank you so much for the 5 stars!! We truly appreciate you taking the time to share your support — it means more than you know. Our team works hard to make every smile journey a great one, and we’re so glad you had a positive experience! Thank you for being part of the SmileSet family. 💙 — The SmileSet Team
Love that this was a no hassle, quick and easy way to get my replacement retainers from when I was previously with Smile Direct.
Thank you so much for sharing this! 💙 We’re so happy to hear that getting your replacement retainers was quick, easy, and hassle-free. That’s exactly the experience we aim to provide. We truly appreciate you trusting SmileSet with your smile maintenance, and we’re always here if you need anything! – The SmileSet Team
The customer service representative I spoke with was Rich. He was able to answer all of my questions and take care of all of my needs very professionally and courteously.
Thank you so much for your kind review! We’re thrilled to hear that Rich was able to answer all of your questions and take care of everything in a professional and courteous way. Providing clear, helpful, and supportive service is incredibly important to us, and we’re so glad Rich delivered that experience for you. We’ll be sure to pass along your kind words — it will absolutely make his day! We truly appreciate you choosing SmileSet and are always here if you need anything. 💙 – The SmileSet Team
This company is horrible. I had a positive experience with smile direct club so when it came time to order new retainers I decided to give them a chance. I ordered a ONE time purchase. The retainers did not fit at all, they sent a new impression kit and they also did not fit. It was left unresolved until I recieved a charge for$117 4 months later. I tried calling the number and it was disconnected so I emailed. They told me that even though I never ordered the subscription, that I would either need to return the retainers once the came in and wait until they were recieved to get a refund or cut them up on video to get the refund sooner. So now the package comes in and it’s an impression kit!! I just want to get a refund for the money they charged without my permission.
Hi Courtney, We’re truly sorry to hear about your experience — especially after having a positive journey previously. That’s never the experience we want for you. We do want to clarify that our retainer subscription is an option selected during checkout and cannot be activated without customer approval. That said, we completely understand how frustrating unexpected charges can feel, and we sincerely apologize for the confusion surrounding this. It does appear that only an Impression Kit was recently shipped, and no new retainers were produced. We’ve gone ahead and issued a refund for the most recent charge so this can be resolved promptly for you. You can also log into your My Orders portal on our website at any time to manage or cancel subscription settings directly. Separately, we’re really sorry to hear your previous retainers did not fit properly. That’s certainly not the standard we aim for. If you’re open to it, we’d truly appreciate the opportunity to review your case and see how we can help get you a properly fitting set. Please feel free to email us at [email protected] or call us at 855-604-7052 so we can take a closer look and make this right. We appreciate you bringing this to our attention and hope to have the chance to restore your confidence in us. 💙 – The SmileSet Team
Customer service completely inadequate, not one set of aligners fit asked repeatedly for replacement, to just be ignored. Gave me gum issues and will not respond and to my surprise, no change to my smile. So disappointing.
Hi Amanda, Thank you for sharing this feedback — I’m truly sorry to hear about your experience and how frustrating this has been. We never want anyone to feel ignored, especially when it comes to fit concerns or discomfort. At the moment, I’m unable to locate an order associated with the name on this review. I’ve just requested a bit of additional information through Trustpilot, and once you respond there, I’ll be able to personally look into your case and help get your concerns addressed. Thank you for taking the time to share your experience — I genuinely want to help get this resolved for you. Warm regards, Tayler Sr. Manager, SmileCare Support SmileSet
She was extremely helpful and answered all my questions. I was very hesitant since I paid a lot to smile direct and was given the run around. This was a much better experience than I had with smile direct. Hopefully I will get better results.
Thank you so much for sharing this kind feedback! We’re so glad to hear that our team was able to answer all of your questions and help put you at ease — we know how important that reassurance is, especially after a frustrating past experience. We truly appreciate you giving us the opportunity to support you, and we’re excited to be part of your smile journey. Our team will be here every step of the way, and we’re always happy to help if any questions come up along the way. Thank you again for trusting us — we’re wishing you the very best with your results! 💙 — The SmileSet Team
John had helped me twice, the first time with my touch up request and this second time with my aligner replacement request. Both times, he has been professional and very helpful. I think customer service like his makes any business proud and successful.
Thank you so much for taking the time to share this! We’re thrilled to hear about your experiences with John — he truly embodies the level of care and professionalism we strive to provide. Knowing he was able to support you through both your touch-up and aligner replacement requests means so much to us. We’re incredibly proud to have team members like John, and your kind words absolutely make his day (and ours!). Thank you for being part of the SmileSet family 💙✨ -The SmileSet Team
The customer service representative was knowledgeable and attentive, and quickly solved the issue I had brought to his attention
Thank you so much for your kind feedback! We’re glad to hear that our representative was knowledgeable, attentive, and able to quickly resolve the issue you reached out about. Providing efficient and supportive care is very important to us, and we truly appreciate you taking the time to share your experience! -The SmileSet Team
Was given a free whitener set upon entertaining the service. Since 2019 (2026 now) I have been receiving text messages several times a week. - where does one send a private request to unsubscribe?
Hi Andrea, Thank you for bringing this to our attention—we’re very sorry for the frustration this has caused. It sounds like you may be receiving text messages related to a prior SmileDirectClub promotion. We absolutely understand how frustrating that can be and would be more than happy to help stop those messages. If you’re able to share the phone number or email address receiving the messages, we can unsubscribe you right away. We appreciate you letting us know so we can get this resolved for you. -The SmileSet Team
Very good customer service. I started in the chat on the website and was quickly helped by calling the number they provided. They honored their promotion and were courteous and had the information I needed.
Thank you for the great feedback! We’re so glad to hear our team was able to quickly assist you and make the process seamless from chat to phone support. Honoring our promotions, being courteous, and making sure you have the right information is always our goal — so it’s wonderful to know that came through. We truly appreciate you taking the time to share your experience! 💙✨ -The SmileSet Team
JL was very supportive and got my old smile direct club membership connected to the smile set account. She helped me order new retainers and reset my password quickly! Thank you so much!!
Thank you so much for taking the time to share this! We’re thrilled to hear that JL was able to get your SmileDirectClub membership connected, help with your retainer order, and reset your password so quickly. Providing supportive, efficient care is always our goal, and we’re so glad he was able to make the process smooth for you. We truly appreciate your kind words—thank you for being part of the SmileSet family! 💙 -The SmileSet Team
Riche gave me great service and excellent communication. He answered all of my questions.
Thank you so much for the 5-star review! We’re so happy to hear that Riche provided great service and excellent communication, and that all of your questions were answered. That’s exactly the experience we aim to deliver. We truly appreciate you taking the time to share your feedback! 💙 -The SmileSet Team
I love this toothbrush! And the real benefit, my daughter LOVES hers too. I don't have to pull teeth to get her to brush multiple times a day. It is a dentist-cleaning feeling, and my teeth are so much brighter in just a week. I noticed the difference, and so did my coworkers on Zoom calls. I highly recommend SmileSet Sonic to everyone!
Thank you so much for the amazing review! We’re thrilled to hear how much you’re loving the SmileSet Sonic Toothbrush — and honestly, the fact that your daughter loves brushing too is one of our favorite wins 🥹🪥💙 That fresh-from-the-dentist feeling and brighter smile in just a week is exactly what we aim for, and we love that others noticed it too (Zoom compliments are the best!). Thank you for trusting us and for recommending SmileSet to others — it truly means the world to our team. Happy brushing to you both! ✨😁 -The SmileSet Team
was a SmileDirect customer and got my teeth about 95% where I wanted them. I’ll own my part — I didn’t complete my final touch-up and stopped wearing my retainer, so my teeth shifted over two years. When SmileDirect shut down and rebranded as SmileSet, I reached out to fix my lower crowding (my only concern). The process started smoothly, but their treatment plan didn’t even fully address my lower teeth. When I raised concerns, I only got AI/chatbot responses that didn’t answer anything. I asked to speak with a human and was told someone would follow up and that I could speak with a doctor during check-ins. After several weeks, I finally spoke to a real person — only to be told my lower crowding was never included and “can’t be fixed,” and that I was too late for any refund. That should have been made clear from the start. Instead, I paid thinking my main concern would be treated. It feels like a bait-and-switch and very misleading. If your case isn’t simple or you want real communication, be cautious or AVOID
Hi Mike, Thank you for taking the time to share your experience — we truly appreciate the transparency in your feedback. We’re sorry for any confusion or frustration around your treatment plan. Your plan was designed as upper-arch only, which was reflected in the treatment preview you received prior to moving forward. Based on the complexity of your lower arch, your doctor determined that lower-arch treatment was not clinically appropriate at this time, and safety is always our top priority. We understand how disappointing it can feel when a primary concern can’t be addressed, and we agree that clarity upfront is incredibly important. While treatment had already progressed beyond our 30-day refund window, we do want to note that your plan did include nearly $800 in savings, which we’re glad we were able to provide. That said, we absolutely want you to feel heard. If you’d like to discuss your case directly with your treating provider, that option is always available. Please email [email protected] with a few dates and times that work for you, and let us know you’re requesting a consultation with your doctor — our team will be happy to help coordinate that conversation. We appreciate you sharing your perspective and wish you the best moving forward. -The SmileSet Team
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