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
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