Review Time
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
My retainers had become worn out and required replacement. As I began my search, I couldn't reach the contact numbers I had. I searched online but couldn't find them, though I did discover another service. They had all my records from the previous provider's doctors, allowing them to order my new retainers on the same day! I only wish I had been informed about the change; however, I might have missed an email regarding the notification.
I have actually been struggling to decide how to review smile set so far. I am on the 4th set of aligners and have not seen any change in my teeth yet. However, each new set has been difficult to adjust and make comfortable. The edges are sharp and cut into my tongue and gums. I did reach out to the support team and felt that they were helpful, but the recommendation to cut them back a little bit and file them takes a lot of time and readjustment. Since I am wearing them the recommended amount of time and I work with the public and need to speak for 12 to 15 hours per day it is quite painful because it cuts into my tongue and comes throughout the day. I was offered a Readjustment by the smile set team, but it was difficult for me to try to take photos and upload them with enough Clarity to make sure that A Change Would Be made. Guess I will see what the end result is in the next few weeks.
I am on my last set of aligners and so far the actual aligners and process have been pretty seamless, mostly. My big complaint is at the very beginning of the process, after I paid and did my initial molds, they sent me the box of aligners and a treatment plan that didn't include my bottom teeth. They said it was too complicated so they just weren't going to do it. I'm no dentist, buy I assure you my crowding is mild at best, even my dentist says it should be an easy case. The worst part about it is you there is no discount, no discussion before hand and no refunds. If they had told me they were only going to do half the job for the full price I might have looked at invisalign. I went ahead with the treatment because I've already paid, but it is pretty annoying to have my top almost done and my bottom still in the same position. Now my bite feels off. I also, do have a small gap in the two front up top, but I'm not holding that against them just yet, there is still time for adjustments. Overall, its pretty unfair to tell someone your only going to do half the job after you've already taken their money with no recourse.
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