SmileSet

Thank you so much for your wonderful 5-star review! We're delighted to hear that we were able to help get everything straightened out and make the process as smooth as possible. We'll be sure to share your kind words with Calvin—he'll be thrilled to know he made such a positive impression! Providing exceptional customer service is something we take great pride in, and it means a lot to hear that reflected in your experience. Thank you for choosing SmileSet, and we look forward to continuing to support you on your smile journey! 🩵😁 -The SmileSet Team

Hi Lexi, We're so glad to hear you've been happy with the quality of your retainers! We completely understand your frustration with the turnaround time, especially when a retainer is lost unexpectedly. Because every retainer is custom-made from your unique dental records, each order must go through our manufacturing process before it can be shipped. While this does take a bit longer than an off-the-shelf product, it helps ensure the best possible fit and quality. One option that may help prevent gaps in the future is our retainer subscription program. With the subscription, a new set of retainers is automatically shipped to you every 6 months, so you always have a fresh backup on hand and don't have to worry about remembering to reorder. You also receive 40% off your first order, and 45% off future orders! We truly appreciate your feedback and are always looking for ways to improve both our manufacturing and delivery experience. Thank you for being part of the SmileSet family! Warm Regards, Erika Manager, SmileCare Support SmileSet

Thank you so much for your kind words and 5-star review! We're thrilled to hear that your experience with SmileSet has been wonderful so far. Providing responsive support, clear communication, and guidance throughout the process is incredibly important to us, so it's great to know our team has been there for you every step of the way. We appreciate you trusting us with your smile journey and look forward to supporting you as you move into the next stage of treatment! 🩵😁 -The SmileSet Team

Hi Josh, We're very sorry to hear that you feel this way and that your experience left you disappointed. At SmileSet, we take pride in being transparent with our customers, and we certainly do not intentionally mislead or lie to anyone. We understand that delays, misunderstandings, or unmet expectations can be frustrating, and we're sorry if that's how your experience felt. Unfortunately, we're unable to locate your account based on this review alone. We'd genuinely appreciate the opportunity to investigate what happened and see if there is a resolution available. Please reply with your order number or email address associated with your account, or contact us directly at [email protected] or 855-604-7052. We would love the chance to review your case, address your concerns, and see what we can do to make things right. We look forward to hearing from you. Warm Regards, Erika Manager, SmileCare Support SmileSet

Hi Saoirse, Thank you for sharing your experience. We're genuinely sorry that you left the process feeling disappointed and misled, as that was never our intention. We would like to clarify a few points for future readers. The smile preview generated through our app is a preliminary visualization designed to provide an estimate of what treatment and our technology may be able to achieve. At that stage, we have not yet reviewed impressions, photos, bite relationships, dental history, or any of the clinical information required to create a doctor-approved treatment plan. For that reason, the preview is not intended to represent a final treatment outcome. Once your impressions and records were submitted, our dental team created a detailed 3D model of your actual teeth and bite. During that review, it was determined that due to your initial clinical presentation, specifically the lack of overjet, it would not be possible to safely close all spaces while maintaining a healthy bite relationship. As a result, the provider-approved treatment plan differed from the preliminary visualization generated before your records were reviewed. We understand that this difference was frustrating, and we sincerely apologize if the distinction between the initial preview and the doctor-reviewed treatment plan was not as clear as it should have been. When you raised your concerns, our team spent considerable time reviewing your case, explaining the clinical limitations, and discussing potential resolutions. Ultimately, when it became clear that the treatment plan did not align with your expectations, we honored your request to cancel and issued a refund. We respectfully disagree with the characterization that this was a scam. Every treatment plan we provide is based on an individualized clinical review by a licensed dental provider using the patient's actual records. In some cases, the final treatment plan may differ from an initial estimate once a full clinical evaluation has been completed, particularly when underlying bite relationships limit what can be safely achieved with clear aligner therapy. We appreciate your feedback and have shared it internally as we continue working to improve how we communicate the difference between preliminary smile previews and provider-approved treatment plans. We wish you the very best in your future orthodontic care. Warm Regards, Erika Manager, SmileCare Support SmileSet

Thank you so much for your 5-star review! We're thrilled to hear you found your treatment both affordable and efficient. Providing a convenient and accessible way to achieve a confident smile is exactly what we strive for. We truly appreciate your trust in SmileSet and are so glad you feel it was a great investment. Thank you for being part of the SmileSet family! 🩵😁 -The SmileSet Team

Thank you so much for your kind words! We're thrilled to hear that Dave provided such a great experience throughout your journey. We know that starting aligner treatment can come with a lot of questions, so we're glad Dave was able to provide clear answers, help you find the best option for your needs, and make the process as smooth as possible. Providing honest guidance and personalized support is exactly what we strive for. We'll be sure to share your feedback with Dave—he'll be delighted to hear that he made such a positive impression. Thank you for choosing SmileSet, and we can't wait to be part of your smile journey!🩵 -The SmileSet Team

Thank you so much for taking the time to share your experience! We're thrilled to hear that Calvin was able to help resolve your issue and provide the information you needed. We'll be sure to pass along your kind words to him—recognition like this means a lot to our team. 🩵 Thank you for choosing SmileSet, and please don't hesitate to reach out if there's ever anything else we can help with! -The SmileSet Team

We're very sorry to hear about your experience and can certainly understand how frustrating this must feel. We've attempted to locate your account based on the information available in your review but have been unable to identify a matching record. We'd really like the opportunity to investigate this further and determine exactly what happened. We've sent a request through Trustpilot for additional information so we can locate your account and review your concerns as quickly as possible. You are also welcome to contact our SmileCare Support Team directly at 855-604-7052. If a refund is owed, we want to make sure it is addressed promptly, and if there has been a breakdown in communication, we'd like the opportunity to make things right. We look forward to hearing from you and resolving this as quickly as possible. -The SmileSet Team

Hi Kristina, We sincerely apologize for the frustration you've experienced. After reviewing your account, we understand how concerning it can be when you're waiting for an update regarding your treatment and refund request. While our office was closed over the weekend, we never want any customer to feel ignored, and we're sorry that this was your experience. To help resolve this matter, we have processed a full refund for your order. Depending on your financial institution, please allow 7-10 business days for the funds to appear back in your account. We appreciate you bringing this to our attention and regret that your experience did not meet the level of service we strive to provide. We wish you all the best moving forward. — The SmileSet Team

Thank you so much for your kind words! We're thrilled to hear that you had a great experience with our team and that you're happy with your results. Providing responsive support and helping our customers achieve a smile they feel confident about is exactly what we strive for. We truly appreciate your recommendation and are grateful you chose SmileSet to be part of your smile journey. Thank you for being a valued member of the SmileSet family! 🩵✨ -The SmileSet Team

Thank you so much for sharing this wonderful feedback! We’re so happy to hear that Rich provided such a pleasant and professional experience and helped get you set up with a subscription plan you feel great about 😊 Hearing that this was one of your best experiences with SmileSet truly means a lot to us! We’ll be sure to pass along your kind words to Rich and the team. Thank you again for being part of the SmileSet family 💙 -The SmileSet Team

Thank you so much for your kind words! We’re thrilled to hear Rich was friendly and helpful throughout your experience. We’ll be sure to share your feedback with him — recognition like this truly means a lot to our team. 😊 Thank you again for choosing SmileSet! -The SmileSet Team

We’re very sorry to hear about your experience and appreciate you taking the time to share this feedback. We would truly like the opportunity to look into this further, as there are several parts of your experience that do not align with our standard process. At SmileSet, customers are never charged additional fees for Impression Kit retakes, and we also offer a 30-day money-back guarantee that does not begin until aligners are delivered. Because of this, we would like to review your account and communications more closely to better understand what may have occurred here. Unfortunately, we have not been able to locate your account based on the information currently available in your review. We have reached out privately through Trustpilot requesting additional information so we can investigate this further with our team. We sincerely apologize for any frustration caused and hope to have the opportunity to learn more about your experience directly. -The SmileSet Team

Hi Stacy, We’re very sorry to hear that this experience has caused additional stress and frustration. We always want customers to feel supported and informed throughout the process, so we sincerely apologize if your experience has felt difficult or unresolved. Our team’s intention is always to ensure customers are aware of all available options before moving forward with a cancellation, but we sincerely apologize if those conversations felt frustrating or overwhelming. We also apologize that we’re unable to locate your account based on the information provided in this review alone. We have noted your BBB case and will review it as quickly as possible so we can follow up directly and help get this addressed. In the meantime, if you would prefer immediate assistance from a live representative, please give our team a call at 855-604-7052 so we can better assist you with next steps regarding your order and return process. We truly appreciate the opportunity to look into this further for you. -The SmileSet Team

We’re truly sorry to hear how negatively your previous experience impacted you, and we completely understand why you would feel frustrated and cautious moving forward. Concerns involving discomfort or TMJ symptoms are absolutely serious, and we genuinely sorry to hear that you went through that experience. We do want to respectfully clarify that SmileSet is a separate company and not SmileDirectClub. While SmileSet utilizes certain technology and assets acquired following SmileDirectClub’s closure, we operate independently with our own policies, processes, and customer care teams. At SmileSet, every aligner case is reviewed and prescribed by a state-licensed treating doctor who determines whether treatment is appropriate, and patient safety remains our top priority. We also always encourage anyone experiencing TMJ concerns or discomfort to work closely with their local dental provider for individualized care and evaluation. We truly wish you the best moving forward! -The SmileSet Team

We’re sorry to hear about your frustration, and we’d like to clarify a few important points. SmileSet is a separate company and is not affiliated with SmileDirectClub, though we do utilize technology and infrastructure acquired from the former company following its closure. Our goal has been to continue providing support and treatment options to customers looking for affordable smile care solutions. We absolutely understand that customers may have concerns or questions, and we’re always happy to review those directly. If you would like additional assistance, please feel free to contact our support team at [email protected] so we can look into your specific situation further. – The SmileSet Team

Thank you for the kind review! 😊 We’re so glad to hear your issue was resolved quickly and smoothly. We truly appreciate you taking the time to share your experience, and we’ll be sure to pass your thanks along to the team! -The SmileSet Team

Thank you so much for sharing this! We’re incredibly happy to hear Calvin was able to catch that before you went through the extra time of a new Impression Kit. Our team always wants to make sure customers are set up correctly from the start, and we’re so glad Calvin could step in and help avoid that hassle for you. We’ll be sure to pass along your kind words to him as well — I know he’ll really appreciate it! 😊 -The SmileSet Team

Hi Danielle, We’re very sorry to hear about your frustration and completely understand how disappointing this experience has felt. Communication is incredibly important to us, and we sincerely apologize that you feel you have not received the support or updates you were looking for. Unfortunately, we are unable to locate your account from this review alone without additional information such as your last name, email address, or order number. In many cases where treatment plans are delayed, it is because we are still missing required items in the customer portal, such as photos or completed medical/dental forms needed before a doctor can review and create your treatment plan. Please log into your customer portal here to make sure all required items have been submitted: https://portal.smileset.com/login You are also more than welcome to give us a call at 855-604-7052 so we can look further into your account and help provide a clearer update. We truly apologize again for your experience and appreciate the opportunity to help resolve this for you. Warm Regards, Erika Manager, SmileCare Support SmileSet