Name: NewSmile
Rating: 3.4

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Reviewer1 Ottawa, ON

I like that the aligners do not dig into my gums, but the customer service is pretty awful. When I first signed up, they were good, but when I reach the end of my treatment and did not like the results (I ended up with 3 different gaps which where not shown in the preview they send), they kept stalling me for around 6 MONTHS before I got any real answers. I complied when they asked for pictures and videos of my teeth and retainers, and sent them in a timely manner, but they kept stalling. They either did not respond for two week periods (I had to send them follow up emails to get them to reply), or they kept saying that the dentist still needs to look at the pictures and videos. I had to post online my negative experience before any real action started to happen... and even then they still wanted to charge me full price after making me wait 6 months. Eventually, they applied a $50 discount (and sent a free impression kit and whitener, and deducted the price of the spare retainer I bought)... I had also purchased a spare retainer before I finished my treatment since that's what they recommend (in case the first one gets lost or damaged), and when I got to the end of my treatment, it didn't even fit!! I'm currently in the process of getting my "refinement" aligners made and sent to me. The person I had a video call with for my impression session was very good though. She was friendly, patient, and seemed knowledgeable.

2 years ago

Reply from NewSmile

We sincerely apologize for the experience that you had. We ensure to provide the best customer service and this feedback is a big help. We would love to look into your order and check what happened. Please send us your order number at [email protected] to further investigate.

Jun. 18th, 2021

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Verified Customer

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Victoria

The product took way too long for it come in. I thought I would speak to dentist or orthodontist about the procedure. Also they drop off all the aligner at once, so how are you suppose to know if it going right. My dentist said how important your bite is, so potentially you can mess up your bite and have a bigger problem, which I would not of thought of. I wouldn't recommend this product if you are doing major teeth adjustment.

2 years ago

Reply from NewSmile

We are sorry to hear about your experience, Victoria. This is not the experience that we would like you to have. We treat mild to moderate cases and our goal is to send your custom-made aligners as soon as possible. We would love to look into your order and check what happened. Please send us an email at [email protected]!

Jun. 17th, 2021

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Barbara Bacoor, CAV

The people that I have talked to are great. They are able to get back to might messages quickly. I also received everything including my aligners within the timeline that they said to me. I am on my 8th week now and I have seen a lot of improvement. I am so happy with my purchase.

2 years ago

Reply from NewSmile

Hello Barbara! Thank you so much for your review. We are so happy to hear about your experience with us. Please feel free to email us if you have any questions. :)

Jun. 15th, 2021

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Brenda McNamara San Francisco, CA

The staffs are very knowledgeable and friendly. They assisted me throughout the whole process. It is very affordable as well. I am on my 2nd week of using the aligners and it is good so far! They also get back to my message quickly. Such a nice experience.

2 years ago Edited September 14, 2021

Reply from NewSmile

Hello Brenda! Thank you so much for your feedback. We are so happy to hear that you have a nice experience with us. Please feel free to email us if you have any questions. :)

Jun. 14th, 2021

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Chantel Anderson Brandon, MB

Would be nice if they sent a few extra putties to mould in the event a mistake is made. $50 for 2 putty trays is pretty steep. Not impressed.

2 years ago

Reply from NewSmile

Hello Chantel. We are so sorry to hear about your experience and we really appreciate your feedback. I will let our team know about this. Please make sure to book an impression session with our specialists so we can assist you in making impressions. Feel free to email us at [email protected] if you have any questions.

Jun. 11th, 2021

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Kimberla Bell Dallas, TX

I have had an uneasy experience so far. I have been waiting about 3 months to get my molds done to receive my trays. I'm hoping third time is the charm. Maybe a better questionnaire would help to avoid sending out the wrong tray sizes? Stay tuned to see my end results...

2 years ago

Reply from NewSmile

Hello Kimberla. We are so sorry to hear about your experience in making the impressions. We also appreciate your feedback and will let our team know about it. We usually send average trays to our customers. Can you please measure the size of your mouth and send it to [email protected]? Thank you!

Jun. 11th, 2021

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Mr Boire Windsor, ON

Wrong size impression kit. No local dentists. Toronto isn't the only place people live in Ontario.

2 years ago

Reply from NewSmile

Hello Shawn. We are so sorry to hear that you need a different size tray. We usually send average trays to our customers. We also have affiliate clinics in Burlington and we are looking forward to having more this year. Can you please measure the size of your mouth and send it to [email protected]? Thank you!

Jun. 11th, 2021

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Verified Customer

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Svitlana Skrypnyk

Took much longer to deliver than estimated dates. Once I recieved the aligners they did not fit me properly. I reached out to NewSmile and they just kept telling me to use my cheque and send pictures of how the next aligner set fit. I have been using the aligners for the last 2 months, on set 4 now and the aligners still don't properly sit on my teeth. My front tooth touch not touch the bottom of the aligners - it is very noticeable to me and to those around me that the aligner do not fit properly. Yet NewSmile has not advised me on anything but to keep using my chewy and sending pictures of the next set.

2 years ago

Reply from NewSmile

Hello Svitlana. We are sorry for the inconvenience that you have experienced. Yes, we will need photos and videos to further investigate the issue. We noticed that you were not able to reply to our email a month ago, please do reach out to us at [email protected]

Jun. 8th, 2021

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Verified Customer

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stephane galibois

the experience has been flawless so far and customer service excellent

2 years ago

Reply from NewSmile

Hello Stephane! We are so delighted to hear that you are happy with your experience with us. Thank you so much for leaving a feedback. Please feel free to email us if you have any questions. :)

Jun. 8th, 2021

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Verified Customer

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Roberta Hall

I have paid for these liners since Dec 2020 and every couple of weeks I get a new email saying the aligners are 4-5 weeks away. I am VERY unstatisfied!!

2 years ago

Reply from NewSmile

Hello Roberta. We are sorry for the delays and miscommunication. Your aligners are almost done and we are just waiting for them to be shipped out. We will keep you posted once they're ready. Please send us an email at [email protected] if you have any questions or clarifications!

Jun. 8th, 2021

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Verified Customer

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Dakotah Lange

My only issue with them is that they say a certain time frame and then they'll pass it by an extra 6 weeks. So it's a little disappointing on that front. I'm currently waiting for my retainers and whiting stuff and i'm hoping they'll be here in the next 3-4 weeks.

2 years ago

Reply from NewSmile

Hello Dakotah. We are sorry to hear about your experience. Our goal is to send your custom-made aligners as soon as possible. Your aligners are now in fabrication and we are doing our best to send them to you the soonest. Please send us an email at [email protected] if you have any questions or clarifications!

Jun. 8th, 2021

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Verified Customer

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Bhavik

Overall I had a good experience. Their treatment did not work for me so I am just waiting on the refund. But their communication was reasonably clear and their customer service team was generally helpful. Just one feedback I'd have for them is that things moved very slowly and that's something that they should work on. But otherwise no complaints.

2 years ago

Reply from NewSmile

Hello Bhavik. We are so sad to hear that the treatment did not work for you. We really appreciate your feedback. We treat mild to moderate cases and we are doing our best to send your custom-made aligners if you are a candidate as soon as possible. Please send us an email if you have any questions or clarifications about your refund.

Jun. 8th, 2021

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Verified Customer

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Aisha Mass

The spout fits perfectly and I already see a big change since 3 months. I already reccomend it to my friends.

2 years ago

Reply from NewSmile

Hello Aisha! We are so glad to hear that you are happy with your experience with us. Thank you so much for recommending. We really appreciate it. Feel free to email us if you have any questions. :)

Jun. 8th, 2021

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Jose Antonio Fernandez Delray Beach, FL

Angel was very patient and friendly showing me how to get the best possible impression

2 years ago

Reply from NewSmile

Hello Jose! We are so glad to hear that you are happy with your Impression session. Thank you so much for leaving a feedback. We really appreciate it. Please feel free to email us if you have any questions. :)

Jun. 7th, 2021

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Verified Customer

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Kathy Breen

It was an easy process even in this crazy covid time

2 years ago

Reply from NewSmile

We are so happy to hear about your experience with us, Kathy. We truly appreciate it. Please feel free to email us at [email protected] if you have any questions. :)

Jun. 2nd, 2021

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Verified Customer

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Mallory Forward

Very responsive and informative staff. It is a very long process to actually receive your aligners. I had to have a different impression kit shipped to me because the first trays weren't the right size.

2 years ago

Reply from NewSmile

We really appreciate your feedback, Mallory! We are sorry to hear about your experience. Our goal is to send your custom-made aligners as soon as possible. Please send us an email at [email protected] if you have any questions or clarifications!

Jun. 2nd, 2021

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Verified Customer

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Stefanie

Not improving as much as 3d scale shown and teeth are very sensitive.

2 years ago

Reply from NewSmile

We are so sorry to hear about your experience with the treatment. This is not the experience we would like you to have. Please do email us at [email protected] for us to check your case and assist you with this.

Jun. 2nd, 2021

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Ann Hooper Arlington, TX

My experience with NewSmile is going great! I get quick responses to all of my emails. I received the impression kit and when I needed larger trays they arrived in the mail quickly. The agent who did the online impression appointment was thorough and patient. Everything is good so far. I can't wait to get the aligners!

2 years ago

Reply from NewSmile

We are so happy to hear that you have a nice experience with us, Ann. Thank you so much for sharing. Please feel free to email us any time if you have any questions. :)

Jun. 1st, 2021

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Olivia Hardy Olney, MD

NewSmile has the second-most affordable treatment kit on the market. They also run decent sales, too. To make things even better, NewSmile’s affordable price tag packs a lot of value: the kit includes your impression kit, all of your aligners, whitening, and one bottle of whitening. NewSmile offers both daytime and nighttime treatment. Even better: they offer both types for the same price. Other companies charge extra for nighttime treatment.

2 years ago

Reply from NewSmile

Thank you so much for leaving a review! We really appreciate your time. Please feel free to reach out any time if you have any questions. :)

May. 27th, 2021

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Sophie Vancouver, BC

it was a good overall. fast response from the team

2 years ago

Reply from NewSmile

Thank you so much for sharing your experience! We really appreciate it. :)

May. 26th, 2021

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Charlie Vancouver, BC

the people I speak to are very helpful. good value

2 years ago

Reply from NewSmile

Thank you so much for sharing your experience with us. We really appreciate it. Please feel free to reach out if you have any questions. :)

May. 26th, 2021

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Emily Vancouver, BC

good value for the pay and fun impression

2 years ago

Reply from NewSmile

We are so glad to hear about our experience. Thank you so much for sharing. We really appreciate it. Keep Smiling. :)

May. 26th, 2021

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MZabelle Naples, FL

Loving my new aligners. It fits perfectly on my teeth! Kuddos to the processing team for a smooth and fast transaction and to the impression specialist who was very patient assisting me on how to do the impression!

2 years ago

Reply from NewSmile

We are so glad to hear about your experience! Thank you so much for taking the time and leave a review. Feel free to reach out if you have any questions. :)

May. 26th, 2021

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Verified Customer

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Trina

I like that they responded quickly when there was some confusion with the file and tried to be as helpful as possible.

2 years ago

Reply from NewSmile

We really appreciate you sharing your experience with us. Thank you! :)

May. 24th, 2021

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Verified Customer

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Sandra

It took a long time to receive the aligner but that was the only thing I didn’t like. Customer support was good. If I emailed or called, there was someone there to help me. The product is good. There is no pain and I am comfortable with it.

2 years ago

Reply from NewSmile

Thank you so much for sharing your experience and writing a review. We really appreciate it! Please feel free to reach out if you have any questions. :)

May. 26th, 2021

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Verified Customer

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Emiline Peterborough, ON

I used New Smile Life aligners last year for 10 months and now just use retainers to maintain, and I am very pleased with my results. I like that they are an affordable Canadian company and their customer service has exceeded my expectations throughout the entire process.

2 years ago Edited January 10, 2024

Reply from NewSmile

We are always happy to assist! Thank you so much for taking the time to leave a review. We really appreciate it. :)

May. 26th, 2021

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Verified Customer

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Delaney

Quality is great every time. It has been very consistent. Overall I’ve really enjoyed my experience with them. It is very quick and efficient.

2 years ago

Reply from NewSmile

We really appreciate you sharing your experience with us! Thank you. Please feel free to reach out if you have any questions. :)

May. 26th, 2021

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Verified Customer

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Amanda

I have been paying for it literally forever and I still don’t have it. I never got the product. I got my 3D scan in January and it is now May and I don’t have any anything. They say it is my fault.

2 years ago

Reply from NewSmile

We are sorry to hear about your experience. This is not the experience that we would like you to have. Please email us and we will look up your order number. We will DM you as soon as we can.

May. 26th, 2021

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Verified Customer

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Samuel

Could be faster but overall I would still say it is good. As soon as I complained that I didn’t receive my product, they were quick to send me expedited delivery. It seems like it is working fine.

2 years ago

Reply from NewSmile

Thank you so much for letting us know about your experience. We really appreciate it.

May. 26th, 2021

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Verified Customer

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M

Customer service is not good but the rest has been fine. The braces are comfortable and I think they are good.

2 years ago

Reply from NewSmile

We apologize for the experience that you had. We ensure to provide the best customer service and this feedback is a big help. Please send us your order number at [email protected] to further investigate.

May. 28th, 2021

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Verified Customer

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Wendy

Every time I contact the company, they get right back to me. I like that it is local to Canada.

2 years ago

Reply from NewSmile

Thank you so much for sharing your experience, Wendy! We really appreciate it. Please feel free to reach out if you have any questions. :)

May. 26th, 2021

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Verified Customer

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Lucia

The foaming stuff is good for whitening and the aligners appear to be well made. The night guard good be better suited.

2 years ago

Reply from NewSmile

We really appreciate your feedback! Thank you so much for sharing it. :)

May. 26th, 2021

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Verified Customer

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B

Very disorganized and poor communication. They didn’t answer their phone or email for the first three months. It is also uncomfortable.

2 years ago

Reply from NewSmile

We are sorry to hear about your experience. This is not the experience that we would like you to have. Please email us and we will look up your order number. We will DM you as soon as we can.

May. 26th, 2021

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Verified Customer

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Karina

All of the aligners have fit really well. The whitening foam works well. They haven’t cheaped out on their products.

2 years ago

Reply from NewSmile

We are so happy to hear that you like our products! We really appreciate it. Thank you! :)

May. 26th, 2021

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Verified Customer

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Gabrielle

On my third set of aligners and so far they work like they are supposed to. None of them have broken or been uncomfortable. When I get responses from the company, they are very helpful but there have been a couple of times where we went or so without an answer.

2 years ago

Reply from NewSmile

We are so pleased to hear that you are happy with the aligners. Our goal is to make the process easier for customers like you! We are sorry for the delays, we will make sure to answer all your questions via email, send them over at [email protected]

May. 28th, 2021

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Verified Customer

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Anonymous

I made the purchase in December and I haven’t received the product. The process is slow and not clear.

2 years ago

Reply from NewSmile

Oh no! This is not the experience that we would like you to have. Our goal is to send your custom-made aligners as soon as possible. We would love to look into your order and check what is happening. Please send us an email at [email protected]!

May. 28th, 2021

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Verified Customer

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Victoria

The person who helped me with my impressions was very thorough and kind and patient. The waiting period it longer than I expected but they are quick to respond when I email them.

2 years ago

Reply from NewSmile

We are glad that you are happy with the impression session! Our goal is to make the process easier for customers like you! We are sorry for the delays, we will make sure to answer all your questions via email, send it over at [email protected]

May. 28th, 2021

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Verified Customer

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Lynn

NewSmile is very responsive. I chose them for their price.

2 years ago

Reply from NewSmile

Thank you so much for sharing your experience. We really appreciate it. Please feel free to reach out any time if you have any questions. :)

May. 26th, 2021

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Verified Customer

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Danielle

Even though I ordered them almost six months ago I only got them a week ago.

2 years ago

Reply from NewSmile

We are sorry to hear about your experience. This is not the experience that we would like you to have. Our goal is to send your custom-made aligners as soon as possible. We would love to look into your order and check what happened. Please send us an email at [email protected]!

May. 28th, 2021

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Verified Customer

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Sharon

Everything I’ve used them for so far has worked well, especially the whitening foam. It has all gone according to schedule and when I reach out to them, they are quick to respond.

2 years ago

Reply from NewSmile

We are so happy to hear about your experience with us! Thank you so much for sharing it. We are always happy to assist. We are so glad to be a part of your NewSmile Journey. :)

May. 26th, 2021

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Verified Customer

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Don

So far it’s been pretty good. I did come research on the plastics they are using, and it is quality plastic.

2 years ago

Reply from NewSmile

Thank you so much for sharing your experience. We really appreciate it! Feel free to reach out if you have any questions. :)

May. 27th, 2021

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Verified Customer

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Anonymous

New Smile has come through but there has been a bunch of trouble getting it done. I have to wait for someone to call me back when I get in touch with customer service. They need better customer service people.

2 years ago

Reply from NewSmile

Thank you for your feedback! While our business hours on the phone are from 9:30 am - 4:30 pm PST Mondays through Saturdays, you may reach us out via email at [email protected]. We will make sure to get back to you within 24 hours. Please let us know if you have any questions or clarifications!

May. 28th, 2021

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Verified Customer

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Malti

I have waited months to get my product. Customer service is great, they are available but I would like it if they sent me emails to update me.

2 years ago

Reply from NewSmile

Hi Malti! Thank you for your feedback. We will continue working on our email updates for our customers as we are currently short-staffed due to the pandemic. Please send us an email at [email protected] if you have any questions or clarifications!

May. 28th, 2021

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Verified Customer

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Stephanie

The person that helped me was wonderful. She was very helpful. I have had a very positive experience working with them. I have noticed an improvement and I am really excited to see the results. I am happy with the quality. I hope they keep up the good, customizable work.

2 years ago

Reply from NewSmile

We are so happy to hear about your experience with us, Stephanie! We truly appreciate it. We are glad to be a part of your NewSmile Journey! :)

May. 27th, 2021

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Verified Customer

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Katla

It's a scam. They take your money and never get back to you. Everything has been pushed back. They should focus more on communicating with their clients. It has been five months and I have not received it yet.

2 years ago

Reply from NewSmile

We are sorry to hear about your experience. This is not the experience that we would like you to have. Please email us and we will look up your order number. We will DM you as soon as we can.

May. 26th, 2021

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Verified Customer

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Anonymous

It is good quality. There has been problems with the wait time being almost double what they told me. Getting in touch with customer service doesn’t take too long, they respond within two days to emails.

2 years ago

Reply from NewSmile

We really appreciate your feedback! Please don't hesitate to email us if you have any questions

May. 27th, 2021

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Verified Customer

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Lindsey Drover

I sent my impressions back 6 weeks ago and still have no got anything, not even my visual email. Seems to be taking way too long at this point. So my survey isn't accurate due to the fact I have nothing to base it on.

2 years ago

Reply from NewSmile

Hi Lindsey! Thank you for your feedback. We are sorry for the delays and I will follow up your order to our team. We will contact you and will keep you posted. Please do not hesitate to email us at [email protected]. We are always here to help!

May. 21st, 2021

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Verified Customer

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Lauralie Beaulieu

It can be scary to make such a purchase on the internet, but you are very proffesional and available to answer our questions. Thank you.

2 years ago

Reply from NewSmile

Hi Lauralie! Thank you for trusting us! Our goal is to ALWAYS provide the best customer service possible and you deserve that. We are always one click away, let us know if you need help!

May. 21st, 2021

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Verified Customer

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Fatemeh

I was told I'll have full support through out my process, but I'm on my #6 alligners and they do not fit well. I'm in lots of pain and it's just back and forth emails. I can't even talk to their dentist. So disappointing.

2 years ago

Reply from NewSmile

Hi Fatemeh! Thank you for your feedback and we are sorry of what you have experienced. In most cases, pain or discomfort will occur when the aligners are first fitted and when aligner trays are changed, about every two weeks. For most, discomfort is minor and will subside within a few days, while others may feel discomfort throughout treatment. We are always here to help, please send us an email at [email protected] and one of our specialists will arrange a call for you.

May. 21st, 2021

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Verified Customer

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Jill

Started the process mid February. Now we are 3 months in and I still have no liners.

2 years ago

Reply from NewSmile

Oh no! We would love for you to receive the aligners as soon as possible to make your smile better. Please send us an email at [email protected] and we are more than happy to check your order!

May. 21st, 2021