We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Dental Equipment

Smile Retainers, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dental Equipment.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/10/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered two sets of replacement retainers on 12/31 from Smile Retainers. Their website appeared very legit and initially, I was pleased as I received my impression kit within 4 days. However, now I have yet to receive my retainers and they won't return emails, their phone goes straight to voicemail, and their online chat app no longer works. I have filed a complaint with the *** and plan on filing a report with the ************** due to the company being based there.

  • Initial Complaint

    Date:10/28/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed my order for retainers on June 25 from ************************** Retainers. I received the impression kit on July 3rd. I was on vacation and sent the impressions back the first week of August. It has been almost three months and I haven't heard anything. I have emailed multiple times and no one responds. I just want the retainers I ordered. If this isn't possible then a refund please.

  • Initial Complaint

    Date:09/26/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My girlfriends retainer broke and we went online to find a cheaper solution than the dentist office. We found ************************** and the site sends you the mold to create your own retainer and gives you a shipping label to put it in and send back to the company to create the label. We did this on July 24th and its now been 2 months with zero communication from them. Ive sent numerous emails and left tons of voicemails. We spent 250 dollars on these and we would either like a refund or for them to finish the job. They only have two emails you can contact. The phone only rings once and goes to a voicemail.

  • Initial Complaint

    Date:08/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on July 17th for an upper and lower Harley ********* I was notified on the 19th of July it was shipping but yet it sat at the company and was never shipped. On July 31st it was finally delivered. I used the impression kit and sent back on 8/1 and have yet to get my order. I have contacted the company via phone and email a total of 12 times now with no response. They have my money and I dont have what I paid for and they refuse to communicate about the status or a refund. No one answers phones or emails. I want someone to take accountability and if you cannot fulfill my order refund my money immediately.

  • Initial Complaint

    Date:10/17/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have read many of the same exact BBB complaints about this company. I only ordered from them again because the first time, I did eventually get my mouth retainer. This time I got nothing. I bought a night guard that was around $130. That was back in February - it's October! I attached several texts from the guy who makes the dental devices.

  • Initial Complaint

    Date:07/09/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    So I ordered a retainer on May 17th 2023. Received my impression kit on May 30th 2023. Returned impression the next day. Received email on June 12th *************************** production. Have not heard anything else or received my retainer. The website doesn't work anymore, no one returns calls or requests.

  • Initial Complaint

    Date:06/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased the item in 2021 and I never received the item. I also sent them my molds to make me a replacement retainer and I never got those back. Those was made by my dentist. So now they sent me to collections to get the money back and I still havent received the item nor my molds.

  • Initial Complaint

    Date:03/16/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 02/06/23, I purchase an impression kit for orthodontic retainers for ******, Order No. *****. All on the same day I received an email confirmation of my order, confirmation of account and an email that product was shipped. I received the impression kit days later. I did the impressions and mailed back. After checking my email and my account for days and not having any updates as to what was going on, I decided to call them 03/09, A young man answered, I gave my name and phone number, he then told me the retainers were being shipped the following day (03/10/2023). It has been about a week since that call and no retainers. I called them back 03/15/2023 , got no answer. I wrote a message via the contact messenger on the site, no answer. I called back today 03/16/2023 getting voicemail stating no on is available to take my call and to leave a message. At this point I do not even want the retainers I's like my health savings card to be reimbursed.

  • Initial Complaint

    Date:02/21/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I did an online order through smileretainers.com on 2/15/23. I received a confirmation number of ***** and my credit card was charged $254.50 I emailed the company on Saturday 2/19.23 to check the status of my online order, and I received a yahoo mail failure notice saying "sorry, we were unable to deliver your message to the following address: *********************************** That is the email address this company refers to if customers have questions about setting up their account. I have started a purchase dispute with my credit card company immediately after when I received the email failure notice. I believe fraud has been committed and this website should be taken down - also, I would like my money back. I did fill out a "contact form" through this business website asking for my money back, but I am afraid I will not get my refund much less a response back.

  • Initial Complaint

    Date:12/05/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On November 3rd, 2022 I received a kit to make molds for a retainer to be made for my daughter. On November 5th, 2022 these molds were shipped back to smile retainers with the shipping label provided to me. After three weeks I attempted to contact them via the contact form on their site and received no response. There is no number listed for this business to be able to contact them by phone. Through searching the address I found that a business named Gorgens orthodontic lab also used that address. On November 29th, 2022 I contacted ******* orthodontic lab and asked if they were affiliated to Smile Retainers and after being placed on a brief hold by the gentleman who answered the phone I was informed yes they were affiliated and that a man by the name of ***** ran the smile retainers side of this business. I was asked for my order number which I provided and then I was placed back on a brief hold. The gentleman again came back on the phone confirming he spoke with ***** they looked up my order I would receive shipping information and tracking number that day and the retainer would be mailed the next morning, November 30th, 2022. I have never received a tracking number, I have also not received my daughters retainer and I have left two voicemails as they are not answering my calls. I paid for this retainer when the order was placed. This business needs to provide me with goods ordered and needs to update their contact information so customers can contact them. This is extremely poor business practices!

Smile Retainers, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.