SmallBizGenius Analysis
SmileSet, formerly SmileDirectClub, offers teeth straightening solutions and retainers. Customers generally praise the company's customer service and affordable retainer options, though some report issues with retainer fit and treatment effectiveness.
Category Breakdown
Scores based on analysis of 284 recent reviews
Customer Service
8.5/10Many reviewers praise SmileSet's customer service, specifically mentioning individual representatives who were helpful, patient, and knowledgeable. Examples include representatives like Rich, John, Betty, Denesha, Amber and Belle who went above and beyond to resolve issues and provide support.
40 reviews mention thisRetainer Quality & Fit
4.5/10A significant number of reviewers report issues with the fit and quality of SmileSet's retainers. Some customers received multiple erroneous molds or found the retainers to be thin, ill-fitting, and uncomfortable, leading to dissatisfaction.
25 reviews mention thisAffordability & Value
8.0/10Reviewers frequently highlight the affordability of SmileSet's retainers compared to traditional dental options. Many customers, especially former SmileDirectClub users, appreciate the lower cost of replacements.
20 reviews mention thisSmileDirectClub Transition
6.0/10Some reviewers appreciate SmileSet's ability to access their SmileDirectClub records and provide replacement retainers seamlessly. However, others express frustration with the transition, citing issues with treatment continuity and concerns about the company's history.
15 reviews mention thisImpression Kit Process
7.0/10Some reviewers found the home impression kit easy and quick to use. However, others experienced issues with the impression trays being the wrong size or with the company losing their impressions.
8 reviews mention thisPros & Cons
What Customers Love
"Rich was very helpful as I had been disconnected with the previous CSR who said our order had been cancelled. He was not only able to see in the system our order had not been cancelled but had moved..."
"I was a patient of smile direct club and was in need of replacement retainers. I was pricing them out locally and was quoted $650 for clear retainers. I was beyond excited to get these for $89."
"Love that they still had my impressions from Smile Direct Club and have signed-up to have replacement retainers sent every 6 months. Super convenient and affordable."
"So far everything has gone smooth. The home impression kit was super easy and quick to complete. Return shipping was simple."
"As someone who had retainers with Smile Direct Club, these retainers through SmileSet are much higher quality. They are thicker and the edges are more shaped to your teeth which feels much more comfortable."
Common Complaints
"Despite how many times I spoke to someone about the issue with the retainers, they were not made right. Not having someone to actually, physically see the problem, you really can’t it right."
"I wanted to get some braces but it seemed like the fees were out of my reach...When it finally got here I found that the impression trays were far too large for my mouth."
"Despite how many times I spoke to someone about the issue with the retainers, they were not made right. Not having someone to actually, physically see the problem, you really can’t it right."
"I advise anyone that’s utilizing smile set, to urgently reconsider. This is the company that was once SmileDirectClub they just reopened under another name. They were investigated years ago due to their scamming tactics..."
"I am writing to formally express my profound dissatisfaction with the service I have received from your organization. Over the past week, I have made repeated attempts to contact a representative concerning an unauthorized order that requires cancellation. Despite utilizing both chat and email channels, I have yet to receive a response."
Common Questions About Smiledirectclub
Answers derived from customer review patterns
Is Smiledirectclub legit and trustworthy?
SmileSet, formerly SmileDirectClub, has a mixed reputation. While some customers report positive experiences with customer service and affordable retainers, others express concerns about retainer fit, quality, and the company's past business practices. Some reviewers advise caution due to SmileDirectClub's history of investigations and bankruptcy. Ultimately, whether Smiledirectclub is trustworthy depends on individual needs and risk tolerance, with careful consideration of potential issues.
Based on 15 reviewsDoes Smiledirectclub have good customer service?
Many reviewers praise SmileSet's customer service, highlighting individual representatives who were helpful, patient, and knowledgeable. Customers appreciate the representatives' responsiveness and willingness to resolve issues. However, some reviewers report difficulty getting in touch with customer service or receiving adequate support, suggesting inconsistencies in service quality.
Based on 40 reviewsIs Smiledirectclub worth it for small business?
SmileSet may be worth considering for small businesses looking for affordable dental solutions for their employees, particularly for retainer replacements. The lower cost compared to traditional dentists can be attractive for budget-conscious businesses. However, it's important to weigh the potential for fit issues and customer service inconsistencies, which could lead to employee dissatisfaction. Businesses should carefully evaluate the risks and benefits before offering SmileSet as a dental benefit option.
Based on 20 reviewsWhat is Smiledirectclub's retainer quality like?
Retainer quality is a point of contention in Smiledirectclub reviews. While some customers find the retainers to be high-quality, thicker, and more comfortable than previous SmileDirectClub retainers, a significant number report issues with fit and thinness. Some reviewers received multiple erroneous molds, indicating potential inconsistencies in the manufacturing process. This suggests that retainer quality may vary, and customers should be prepared for the possibility of fit issues.
Based on 25 reviewsHow does Smiledirectclub handle the transition from SmileDirectClub?
SmileSet's handling of the transition from SmileDirectClub is a mixed bag. Some customers appreciate the company's ability to access their SmileDirectClub records and provide seamless retainer replacements. However, others express frustration with treatment continuity and concerns about the company's history. The transition experience appears to vary depending on individual circumstances and the specific issues encountered.
Based on 15 reviewsReady to Try Smiledirectclub?
Save on your first purchase with 3 verified coupon codes.
View CouponsLooking for Something Different?
Compare Smiledirectclub against 33 similar health & medical options.
View Alternatives