SmileSet

Hi Ann, We’re truly very sorry for the frustrating experience you’ve had and completely understand your disappointment. We know how discouraging delays and communication issues can feel when you’re excited to get started with your smile journey. After looking into your account, it appears your original impression kit was unfortunately sent to an incorrect address. Once you connected with our support team and provided the updated address, we immediately sent a complimentary replacement kit out to you, along with some free oral care products for the inconvenience. We can also confirm that your returned impressions were received and approved by our lab on 4/20. Our current processing window is approximately 2–3 weeks after impressions are received and approved, so your case is still within that standard processing timeframe. That said, we completely understand that the earlier shipping issue made the overall experience feel much longer, and for that we sincerely apologize. We also appreciate your feedback regarding communication. While we do offer automated support to help direct inquiries quickly, we never want customers to feel stuck or unheard. To help make this right, we’ve gone ahead and added complimentary next-day shipping to your order once it ships. We truly appreciate your patience and the opportunity to help you with your smile. Warm Regards, Erika Manager, SmileCare Support SmileSet

Thank you so much for taking the time to share your experience! 😊 We’re so happy to hear how easy and convenient the process has been for you so far. Our goal is to make achieving your smile as simple, affordable, and stress-free as possible — from flexible payment options to at-home impressions and doctor-guided care along the way. It’s wonderful to hear that those things made a difference for you! We truly appreciate you trusting SmileSet with your smile journey and cannot wait for you to receive your aligners and see your transformation begin! 🦷✨ -The SmileSet Team

Hi Arlene, I’m really sorry for the frustration this experience has caused — I completely understand how concerning this must feel, especially given the timing and urgency you shared. I’ve personally reviewed your case, and I want to reassure you that your refund is being prioritized and will be processed today. You are absolutely within our 30-day guarantee window, and we will honor your request. I also want to apologize for any confusion or delay you experienced while this was being escalated. Our goal is always to ensure customers are fully informed of all available options before moving forward, but I understand that in your situation, a timely refund was the priority — and we should have moved more quickly to support that. Regarding your order shipment, once an order begins processing, it can sometimes move forward before a cancellation request is fully completed, but this does not impact your eligibility for a refund. We are here to help, and if you’d prefer to speak with someone directly, our team is available at 855-604-7052. You’ll receive confirmation as soon as your refund has been completed, and I’ll continue to keep a close eye on this to ensure everything is resolved for you. Thank you for your patience while we get this taken care of. Warm regards, Tayler Sr. Manager, SmileCare Support SmileSet

Thank you so much for the kind words and for sharing a laugh with us! 😄 We’re so happy to hear that JL was able to help update your payment information and make the process easy (and hopefully a little fun too!) We’ll be sure to pass your shoutout along to him — I know he’ll really appreciate it. Thank you again for choosing SmileSet, and we’re excited to be part of your smile journey! 💙 -The SmileSet Team

I completely understand your concern here — you’re absolutely right that consistency is important when it comes to retainers, and I’m really sorry for the worry this has caused. I took a look into this, and your order is still within our normal processing timeframe. Retainers are custom-made, so they typically take about 1–2 weeks to complete before shipping. The good news is that your order is on track and expected to ship out this week! You’ll receive a shipping confirmation with tracking details as soon as it heads out, so you’ll be able to follow it every step of the way. We truly appreciate your patience while we make sure everything is crafted properly for the best fit — it’ll be worth the wait 😊 -The SmileSet Team

Thank you for taking the time to share your experience. I’m truly sorry to hear how frustrating and disappointing your previous treatment journey has been — especially when it comes to something as personal as your smile. I do want to clarify that SmileSet operates as its own company today. While we utilize certain technology developed by SmileDirectClub, we are a separate organization and do not have access to or involvement in prior treatment plans, financial agreements, or outcomes associated with SmileDirectClub. Based on the details shared, it sounds like your concerns — including treatment outcomes and refund requests — are related to your experience with SmileDirectClub. Unfortunately, we’re not able to access those records or speak to the handling of those cases. That said, we absolutely understand how experiences like this can impact trust, and it’s something we take very seriously. All care provided through SmileSet is reviewed and overseen by a licensed dentist or orthodontist, with patient safety remaining our top priority. If you have any questions about our current services or how treatment works today, we’re always here to help and provide clarity. Wishing you the very best moving forward in your dental care journey. -The SmileSet Team

Thank you for taking the time to share your experience — I’m really sorry to hear that this didn’t meet your expectations. I completely understand how frustrating that can feel, especially when you’re hoping for a quick turnaround and a perfect fit. I did want to provide a bit of clarity on timing. Production and shipping typically take about 1–2 weeks once impressions are received. That said, I truly appreciate your patience throughout the process. As for the fit of your retainers, that’s something we definitely want to make right as quickly as possible. A proper fit is so important, and our team is here to help. If you haven’t already, please complete our quick fit survey here: https://smileset.com/pages/retainer-fit-questionnaire Once submitted, our team will review your responses right away and work with you on the best next steps to get this resolved. We truly appreciate your feedback and the opportunity to make this right. Please don’t hesitate to reach out if you need anything in the meantime — we’re here for you every step of the way. -The SmileSet Team

Thank you so much for your kind words! We’re so glad to hear our team was able to provide a knowledgeable and helpful experience. We truly appreciate you taking the time to share this, and we’re always here if you need anything along the way 😊 -The SmileSet Team

Thank you so much for your kind words! We’re thrilled to hear that Betty provided such a friendly and supportive experience while guiding you through the process. Helping clear up any confusion and making sure you feel confident in your decision is exactly what we strive for. And great call on the ultrasonic cleaner—that’s one of our favorites too! 😊 We’ll be sure to pass along your feedback to Betty—she’ll be so happy to hear this. If you need anything at all along the way, we’re always here to help! -The SmileSet Team

We’re really sorry to hear about your experience — we never want anyone to feel frustrated or unsupported. For clarity, subscriptions are only activated if selected during checkout, and they can be canceled at any time directly through your customer portal. We definitely don’t want anyone feeling stuck in something they didn’t intend to sign up for. We also weren’t able to locate an account with the information provided here, so it’s possible we may not have received your previous messages — but we’d truly like to make this right. If you’re open to it, please give us a call at 855-604-7052, and our team will take care of this for you right away. We appreciate you bringing this to our attention and hope to get this resolved quickly for you. -The SmileSet Team

Thank you so much for your kind words! 😊 We’re so happy to hear Calvin made such a positive impact on your experience—taking things from good to great is exactly what we strive for! We’ll be sure to pass this along to him—he’ll really appreciate it. If you ever need anything, we’re always here to help! Thanks again for being part of the SmileSet family 💙 -The SmileSet Team

Thank you so much for your kind words! 😊 We’re so glad we could step in and help when that happened—life happens, and we always want to make sure you’re able to stay on track with your treatment without added stress. It means a lot to hear that our team could provide a smooth and supportive experience for you. We’re always here if you need anything along the way! Thank you again for being part of the SmileSet family 💙 -The SmileSet Team

Thank you for your continued support over time—we truly appreciate you being a repeat customer, and I’m really sorry to hear about your recent experience. We want to reassure you that the material used for our retainers has not changed, as we continue to use the same high-quality specifications as when we operated as Dr. Direct Retainers. That said, retainers can sometimes feel different over time depending on natural wear, changes in bite, or habits like grinding, which can lead to cracking or reduced durability. If your retainers cracked within a short period, that’s absolutely something we’d want to take a closer look at. In some cases, a night guard may be a better long-term solution if there’s increased pressure from grinding or clenching during sleep—we’d be happy to help explore that option with you. Regarding the email you received, we understand how that may have come across. These messages are automatically sent based on general eligibility indicators, but there’s never any obligation—they’re simply meant to provide additional options if a customer is interested. We’re really sorry this experience led you to cancel your subscription, and we’d truly appreciate the opportunity to take another look and make things right. Please feel free to reach out to us at 855-604-7052 or [email protected] so we can assist you further. Thank you again for your feedback—it means a lot to us. -The SmileSet Team

Thank you so much for your kind words—we’re so happy to hear that you had such a great experience! We’ll be sure to pass this along to Calvin, he’ll be thrilled to hear he made such a positive impact. Providing prompt, thoughtful support and ensuring the best possible results is exactly what we strive for, so this truly means a lot. We appreciate you being part of SmileSet and are always here if you need anything! -The SmileSet Team

Thank you for taking the time to share such detailed feedback—we’re really sorry to hear about your experience and understand how frustrating this must have been. We want to start by acknowledging a few things directly. Delays, difficulty reaching a human, and the mix-up with receiving the wrong item are not acceptable experiences, and we sincerely apologize for the time and frustration this caused. That’s not the level of service we aim to provide, and your feedback is being taken seriously as we continue improving our processes. Regarding your impression kit, we currently provide a standard tray size designed to fit most customers and reduce unnecessary waste. That said, we completely understand how this created challenges in your case, and we appreciate you calling it out—this is something we’re actively working to improve to better accommodate different fit needs. For your retainer, we definitely want to make this right. Our retainers are designed with a comfort-edge trim, which may not fully cover the very back molars, but they should still feel secure and should never be sharp or cause discomfort. Based on what you described, it sounds like your retainer may not be fitting as intended. If you haven’t already, we recommend completing our quick fit survey here: https://smileset.com/pages/retainer-fit-questionnaire so our team can review and provide the best resolution as quickly as possible. We also want to clarify that we were previously known as Dr. Direct Retainers. As we expanded to offer aligner treatment, we rebranded to SmileSet to better reflect our full range of services. While we utilize technology developed through SmileDirectClub, SmileSet is a separate company and operates independently, with all cases reviewed and approved by licensed dental professionals to ensure safety and effectiveness. We truly regret that your experience didn’t reflect the level of care we strive to provide. If you’re open to it, we’d really appreciate the opportunity to turn this around—please feel free to reach out to us directly at 855-604-7052 or [email protected] so we can prioritize your case. Thank you again for your feedback—it helps us continue to improve. -The SmileSet Team

Thank you for sharing your perspective—we understand why you might have concerns about how impressions are taken and how treatment is delivered. At SmileSet, both at-home impression kits and 3D intraoral scans are valid and widely used methods for capturing dental records. When completed properly, impression kits can provide highly accurate results and are reviewed carefully before any treatment is approved. If anything appears unclear or insufficient, we always request new records to ensure accuracy before moving forward. Every case is also reviewed and approved by a licensed dentist or orthodontist, who determines whether a customer is a good candidate for treatment. If a case doesn’t meet clinical standards, we do not proceed—because patient safety and outcomes come first. We also want to clarify that SmileSet is not SmileDirectClub. While we utilize certain technology developed prior to their closure, we are a separate company focused on delivering a more supported and transparent experience for our customers today. We respect that customers will explore different options when it comes to their smile, and we always encourage people to choose what feels best for them. If you have any questions about how our process works, we’re happy to help. —The SmileSet Team

Thank you so much for your kind words—we truly appreciate you taking the time to share your experience! We’re so glad to hear your rep was able to guide you through the process and make everything feel easy and comfortable. That’s exactly the experience we strive to provide! We’ll be sure to pass along your feedback to the team—it will absolutely make their day 😊 Thank you again for choosing SmileSet—we’re so excited to be part of your smile journey! -The SmileSet Team

Thank you so much for your kind review! We’re so glad we could offer you a discount and that it made your experience even better. We truly appreciate your support and are always here if you need anything in the future 💙 -The SmileSet Team

We’re sorry to hear about your concerns and appreciate you taking the time to share your perspective. To clarify, SmileSet is a separate company and is not affiliated with SmileDirectClub. While we utilize SDC technology to help make smile care more accessible, we operate independently with our own processes, policies, and commitment to patient care. We understand that trust is incredibly important when it comes to dental treatment. That’s why all SmileSet cases are reviewed by licensed dental professionals, and we’re committed to providing safe, effective, and affordable care for our customers. We respect that at-home aligners may not be the right fit for everyone, and we always encourage individuals to choose the option that best suits their needs, whether that’s with us or an in-office provider. If you have any specific concerns or questions about our process, we’d be more than happy to help! -The SmileSet Team

Thank you so much for your kind review! We’re so glad to hear that you found our team easy to reach and helpful, and that our updates and follow-ups made a positive difference in your experience. Staying connected and making sure our customers feel supported every step of the way is so important to us, so your feedback truly means a lot. We appreciate you taking the time to share this, and we’re always here if you need anything 💙 -The SmileSet Team