Verified
In a world driven by convenience - SmileSet has reached the pinnacle. As an older person I remember things were not only crazy expensive and inconvenient, but painful too. Wheee! SmileSet is meaningfu... See more
Dr. Direct Retainers
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Review summary
Based on reviews, created with AI
See what reviewers are saying
Invited
Sent in multiple impressions, but every retainer I received didn't fit. I asked to have my money refunded but never did. Instead I kept getting more sets to make impressions. OK. I just received a... See more
Company replied
Invited
Owned by the same people and same production line as SmileDirectClub which went bankrupt for screwing customers and staff. Corrupt company that only exists to profit from SmileDirectClub customers the... See more
Company replied
Verified
It was a super easy experience. SmileSet already had my previous retainer information from Smile Direct Club on file which is nice. I chose Smile Direct Club over Invisalign much to the chagrin of... See more
Company details
Written by the company
Pioneering seamless, doctor-directed care with Express Aligners & premium retainers. Expertly guided from first impression to final smile.
Contact info
Invited
Horrible
Horrible . The process to have your mold done is old and outdated. Then they come back loose and not a good fit. Never again will I order from this company & you shouldn’t waste your money.
Date of experience: January 09, 2025
Verified
Not received; it has been 3 months
It has been 3 months, and I never received my night guards from my order #110431, part of which I spoke with someone there personally.
Date of experience: January 07, 2025
Scam..don't use this company
This is their 3rd name change. The first name, they took my $1000 deposit and promptly filed bankruptcy. Then they opened under Dr. Retainers and charged me $126 a month for "retainers" that maintained a crooked smile rather than provide the aligners to correct my teeth. Now they've changed their name again. Don't use this company. Find a reputable dentist...you'll end up paying less in the long run. When the aligners they sent me weren't making any improvements in my teeth, they said they were retainers and not aligners, even though the process was to correct...why else would I need a new aligner each month if it was to maintain the same crooked smile. What a scam. I've lost over $1500 with this trail of companies.
Date of experience: March 18, 2025
I am writing to share my personal…
I am writing to share my personal experience with your service, following the transition from SmileDirectClub. Unfortunately, my experience has been far from satisfactory.
I initially engaged with SmileDirectClub for my aligner treatment, and despite the promises made, I experienced significant issues with both the service quality and the support provided. Over time, I encountered problems that have continued into the current service under Dr Direct Retainers. Specifically, I have dealt with:
Persistent technical issues that have hampered my ability to manage my account effectively.
A lack of timely and clear communication regarding service improvements and resolutions.
Unmet expectations regarding treatment outcomes, which were a major reason for my initial commitment.
While I recognize that transitions can be challenging, the improvements promised have not materialized. I hope that this feedback will encourage your team to address these concerns and improve both the technical support and overall service quality for future clients.
I am sharing this review in the spirit of constructive feedback, with the sincere hope that you will take the necessary steps to ensure a better experience for all your customers moving forward.
Date of experience: February 24, 2025
Invited
I am very glad to have a source for…
I am very glad to have a source for retainers to keep my Smile Direct straightened teeth straight! The fit is okay. Will probably have to file some edges down for comfort.
Date of experience: February 15, 2025
They treat you like a criminal
This company took over my Smile Direct care when that company went out of business in 2024. They claimed that they would reproduce my final retainer for me at the recommended interval of six months. The first set of retainers that they sent me did not come even close to fitting in my mouth. I had ordered them months before I needed them in case I ever lost the set that I was using. When I complained and asked for a refund, they said that it was pass the one month interval for returns. When I complained loudly and explained that I didn’t expect that there would be a problem and therefore didn’t try them on immediately, after several back-and-forth emails they agreed to refund the cost. However, they require that you mail them the defective retainers at your cost. So I spent a half an hour in line at the post office sending back retainers that would only be thrown in the trash. Their customer service treat you like you are trying to rip them off or commit fraud rather than treating you with respect. I can see no reason to return the retainers other than them presuming you are trying to cheat them. It was an infuriating experience and I will never use them again.
Date of experience: December 02, 2024
Exceptional Service
I was having issues with my custom ordered retainers and I emailed them, letting them know about the issue. They immediately sent me a survey to fill out. Once I finished filling out the survey, it took only 1 business day for them to respond back to me saying that they'll mail out an impression smile kit for me to use free of charge. The service was quick, simple, and the assistance helping me was very kind.
Date of experience: February 10, 2025
The product I am receiving is worth $The product I am receiving is worth my money…
The product I am receiving is superior to what I had prior. The communication and assistance when I called was knowledgeable and polite.
The information for additional products is not deafening. I think you should include a reminder as to how long a retainer should be used in those communication.
Possibly a reminder when it’s time to reorder. I would like to try whiteners etc. but Likely would include with my retainer order.
Date of experience: February 09, 2025
Invited
The retainers were a great quality and…
The retainers were a great quality and fit perfect. Also came with a hard shell case. I’ll be ordering from them again.
Date of experience: October 04, 2024
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Invited
The retainer doesn't fit correctly
The retainer doesn't fit correctly. I've had about 6 to 10 retainers in the past and this latest retainers received January 22, 2025 (order # 113527), does not fit right. I had to go back to wearing the previous retainer. I would appreciate another retainer.
Date of experience: January 22, 2025
Reply from Dr. Direct Retainers
Hi Don,
We’re sorry to hear that your new retainer isn’t fitting properly! We want to make this right for you. Our team emailed you on February 7 with a link to our Retainer Fit Questionnaire (https://smileset.com/pages/retainer-fit-questionnaire), which will allow our manufacturing team to review your case and determine the best solution.
Please take a moment to complete the questionnaire or reply to our email at your earliest convenience so we can assist you further. We appreciate your patience and look forward to resolving this for you.
Warm Regards,
Erika
SmileCare Support Supervisor
SmileSet
Terrible quality
Terrible quality, retainers so small I can't even get them in my mouth. I should have read the other reviews here. Sent them photos of my current set and what they sent. They said they need photos of their retainer in my mouth, but I cant get them in my mouth... my pictures CLEARLY show the difference but now they want me to go through the impression process again. If I do it will be with Invisalign...
Date of experience: February 05, 2025
Reply from Dr. Direct Retainers
Hi Gene,
We’re truly sorry that your retainers did not fit as expected. We understand how frustrating this must be, and we want to make things right. Our team responded to your email on February 5, recommending a new impression kit to ensure we create the best-fitting retainers for you. We also requested confirmation of your shipping address so we can send you a complimentary impression kit.
Please reply to our email at your earliest convenience, and we’ll be happy to assist you. Your satisfaction is important to us, and we appreciate the opportunity to make this right.
Warm Regards,
Erika
SmileCare Support Supervisor
SmileSet
They listen to your concerns & make…
They listen to your concerns & make every effort to get it right.
Date of experience: February 03, 2025
Thank You for Your Excellent Service!
I wanted to share my recent experience with a company that helped me with my retainer replacement. The communication was easy, the service was professional, and the fix was quick. Overall, it was a great experience!
Date of experience: February 04, 2025
Invited
My retainer won’t even go on my teeth…
My retainer won’t even go on my teeth can’t use won’t be getting anymore
Date of experience: January 22, 2025
Reply from Dr. Direct Retainers
Hi Sandy,
I am sorry to hear that your retainers are not fitting well! Please use this link (https://smileset.com/pages/retainer-fit-questionnaire) to submit a Retainer Fit Questionnaire. Our manufacturing team will review this for you and determine the best option moving forward. If you have any questions, please let me know.
Warm Regards,
Erika
SmileCare Support Supervisor
SmileSet
Invited
My new retainers fit very well and they…
My new retainers fit very well and they are showing no signs of wear after 6 months
Date of experience: January 28, 2025
Verified
Reply from Dr. Direct Retainers
Hi Samantha,
We’re sorry to hear that you’re having trouble accessing your portal. You can log in anytime by visiting https://portal.smileset.com. If you continue to experience any issues, please don’t hesitate to reach out to us at support@smileset.com or give us a call at 855-604-7052. Our team is always happy to assist you further.
We appreciate your patience and look forward to resolving this for you!
Warm Regards,
Erika
SmileCare Support Supervisor
SmileSet
Invited
Not as good as expected
I had originally had my retainers with smile direct club and apparently this new clinic had my previous scans but I didn't want to do that cause the last time they didn't fit correctly, so I asked for the kit to have brand new ones and eden I received them they weren't straight either so now my teeth look crooked cause the retainers aren't straight.
Date of experience: August 20, 2024
Reply from Dr. Direct Retainers
Hi Alejandro,
Thank you for sharing your experience with us—we truly value your feedback and are here to help clarify and address your concerns.
It’s important to note that retainers and aligners serve different purposes. Retainers are specifically designed to hold your teeth in their current position. They are not intended to straighten or move teeth, but rather to maintain your smile as it is. If you’re looking to align or make adjustments, we’d recommend exploring our Aligner Treatment, which is specifically designed to move teeth into their ideal alignment over time.
After further looking into your account, your retainers were made based on the impression kit you sent back to us to reflect your teeth’s current positioning. However, we’re very sorry to hear that the retainers you received are not fitting as expected. To help us resolve this, please complete our Retainer Fit Questionnaire (https://smileset.com/pages/retainer-fit-questionnaire). Once we receive your submission, our manufacturing team will carefully review your case and determine the best option moving forward.
If you have any further questions or concerns, please don’t hesitate to reach out. We’re here to assist you every step of the way!
Warm Regards,
Erika
SmileCare Support Supervisor
SmileSet
Invited
My retainers are ill fit
My retainers are ill fit. Rather than "correct the spacing" between my teeth, it simply holds them in place so I fear it's going to cause a situation where I need treatment again. The retainers seem intentionally bulky so I'm confused at the product quality.
Date of experience: November 20, 2024
Reply from Dr. Direct Retainers
Hi Jonathan,
Thank you so much for sharing your feedback with us! We truly value hearing about your experience, and we’re here to help.
It is important to note that retainers are carefully created based on the final position of your SmileDirectClub treatment plan. While they don’t provide any additional movement, they’re specifically designed to hold your teeth in place and ensure they maintain their final positioning. If you’d like to learn more about the differences between aligners and retainers, you can check out this helpful guide here: https://smileset.com/blogs/smile-insights/smile-solutions-understanding-aligners-retainers-and-night-guards
That said, we’re so sorry to hear that your retainers aren’t fitting as they should! To help us address this for you, please take a moment to complete our Retainer Fit Questionnaire (https://smileset.com/pages/retainer-fit-questionnaire). Once submitted, our manufacturing team will carefully review your case and work with you to determine the best solution moving forward.
If you have any other questions or concerns, don’t hesitate to reach out—we’re here to support you every step of the way!
Warm Regards,
Erika
SmileCare Support Supervisor
SmileSet
Invited
Retainers
Retainers
I always receive a reminder very early about my retainer. It always arrives on time with instructions.
Date of experience: January 22, 2024
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