SmileSet

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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