Name: NewSmile
Rating: 3.4

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Verified Customer

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Hilary Radford

It's a very long process to do the impressions and get the liners

2 years ago

Reply from NewSmile

Hi Hilary! Thanks for your feedback. These are custom-made aligners that we carefully designed to straighten your smile. The faster we receive your impression, the faster you should receive your aligners. Do you still have an active account with us? Pleas send us an email at [email protected] and we are more than happy to assist you!

May. 21st, 2021

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Verified Customer

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Dathan

everything was on point and the customer service was awesome

2 years ago

Reply from NewSmile

Wow! Thank you for your feedback, Dathan! Our goal is to always provide excellent customer service and to see your new smile! Please let us know if you need any help!

May. 21st, 2021

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Verified Customer

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Kristine

I don't like that I need to take off the rough edges and don't find the tracking is easy

2 years ago

Reply from NewSmile

Hi Kristine! Thank you for your feedback. Yes, some might need to file the edges of the aligners. We also have our NewSmile app that can help you with tracking! Please send us an email at [email protected] nd we would love to assist you!

May. 21st, 2021

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Verified Customer

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Jayden

We have not received our product yet we ordered it back in January

2 years ago

Reply from NewSmile

Hi Jayden! We are sorry for the delays. We would love to check the status of your order. Please contact us at [email protected] and we will follow up your order!

May. 21st, 2021

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Verified Customer

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Victor

It's too still early to judge and it's only been my 4th week. Also, I've had issues with the length of time they shipped my aligners - it took them too long.

2 years ago Edited September 14, 2021

Reply from NewSmile

Hi Victor! Thank you for your feedback. We always make sure that your custom-made aligners will fit and will follow the treatment goal. Your impressions are very important for this process. Please contact us at [email protected] and we would love to assist you!

May. 21st, 2021

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Michelle Austin Mahwah, NJ

The impression kit arrived quickly and the New Smile Impression Session with Cloue was very professional, pleasant and I received great direction. Hopefully if all goes accordingly, I’ll be sent a final result image and treatment plan with liners! Cannot wait.

2 years ago

Reply from NewSmile

Thank you so much for sharing your experience! We really appreciate it. We are so happy to be a part of your NewSmile Journey. :)

May. 24th, 2021

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Jane C Plano, TX

Great people to help with taking your impressions. Very patient and upbeat.

2 years ago

Reply from NewSmile

We are so happy to hear about your experience, Jane! Thank you so much for sharing. :)

May. 14th, 2021

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Tammy Pisani Milton, ON

The experience from start has been easy!! And the appointment with the new smile person was amazing, it made making the impressions so easy.😬

2 years ago

Reply from NewSmile

Thank you so much for sharing your experience with us, Tammy. We are so happy to hear from you. Please feel free to reach out any time if you have any questions. :)

May. 14th, 2021

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Rebecca Manning London, ON

My impressions specialist Cloue was amazing! Very knowledgable! Great experience, would definitely recommend to a friend 😊

2 years ago Edited September 14, 2021

Reply from NewSmile

We are so glad to hear about your experience, Rebecca. We really appreciate you sharing it. :)

May. 14th, 2021

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Sabrina Trinh Toronto, ON

I appreciate NewSmile's customer service. They are helpful and professional. I cannot wait to get my treatment done. I believe the treatment will make me become more confident with my smile. Thank you, NewSmile!

2 years ago

Reply from NewSmile

Glad to hear you had great experience! We can't wait to see your results!

May. 10th, 2021

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Sallyann Wood Provo, UT

I thought the impression session went well, but it has been 2 months since I sent them in and I haven’t heard from anyone. I’d like to receive my retainers.

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. 10th, 2021

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Sweeta Yasar Calgary, AB

Hi guys, I would like to share my experience with you all! Last year I decided to go ahead Smile Lover (which is now NEW SMILE) they sent me the impression kit later on I received my treatment plan for the 1st couple of months everything went smooth and no issues then I started noticing that the aligners didn’t fit properly. 1 year and 2 month in to this treatment I didn’t achieve my goal (keep in mind that I was given wrong info from one of their former employee who’s no longer there plus I was not wearing my aligners long enough to see results plus my case is a bit more sever ) long story short I contacted New Smile kind of being skeptical that they won’t help because I’m well passed 1 year time line. I was totally wrong and I’m so so glad I took the initiative to contact them, believe it or not with 24 hours not only I received a response but they are also willing to help me out refinements 😊 The rep who contacted me was professional, knowledgeable, and very easy to understand. She explained everything in details also educated me on what may have caused the issues in the first place. I will receive my next course treatments shortly I’m super happy 😃 and will definitely recommend them to family and friends!!! I would give them 5+ start!

2 years ago

Reply from NewSmile

Thank you so much for sharing your experience! We truly appreciate it. Please feel free to reach out any time. We are so happy to be a part of your NewSmile Journey! Keep Smiling. :)

May. 10th, 2021

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Opal Gamble Burlington, ON

Exceptional customer support. My rep was very kind and helpful.

3 years ago

Reply from NewSmile

Thank you so much for leaving a review! We truly appreciate it. :)

May. 10th, 2021

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Lisa Matte Sydney, NS

Had my first impression, excellent service! Thé top tray was too small and by the time my appointment was done a large tray was already ordered :)

3 years ago

Reply from NewSmile

Hello Lisa! We really appreciate you sharing your experience. Thank you! :)

May. 5th, 2021

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oubah youssouf Listowel, ON

Before I purchased the impressions I was told there should not be an issue with my permanent retainer and during the one on one I asked again and she said there shouldn’t be an issue when I took the first impression my retainer broke off then when I asked if my teeth should move by the time I receive my trays what would happen I was advised that I will have to repurchase I asked to speak to a dentist and I was advised via email a dentist will contact me and to provide the best time I can be reached at when I provided the times I never got a response and then I sent a follow up email and no answer I am beyond frustrated this is ridiculous I wasted my money and my time i am unhappy withthe experience

3 years ago Edited September 14, 2021

Reply from NewSmile

Hi Oubah! We are sorry with what happened. Yes, permanent retainer should be removed first before taking the impressions, this way we can get the perfect mold of your teeth. We tried reaching out to you via phone call and email. We will try calling you again by tomorrow on the time that you provided and we are hoping that this will be sorted out. Take care for now!

Apr. 28th, 2021

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Ashley Gauvreau St. Catharines, ON

Amazing customer service! Very quick and extremely professional they really do care about their customers it shows from the beginning and during the process. Can't wait to receive my aligners and see my new smile!

3 years ago

Reply from NewSmile

We are so happy to hear about your experience with us, Ashley! We really appreciate it. Please feel free to reach out if you have any questions. :)

Apr. 27th, 2021

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Rachel Kyles De Pere, WI

The team is wonderful to work with and very thorough with your treatment! I was nervous to take the steps to improve my smile, but have no regrets and am so happy that I started!

3 years ago

Reply from NewSmile

Thank you so much for sharing your experience with us! We really appreciate it. We are so happy to be with you on your NewSmile Journey! :)

Apr. 27th, 2021

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Tammy Rome, GA

It was an ok experience. My jaw is small so I used the small, blue trays. Unfortunately there are no instructions how to decrease the putty mix so I used it all. It was too much in the tray and when I pressed down, globs of it were pushed out the back towards my throat. I couldn't breath (breathing thru my nose) so I used my fingers to move it on the outside of the tray. I was afraid that this would mess up the impressions but Sam felt the impressions came out ok. Regardless of how the impression session went, I am SO looking forward to being deemed a candidate for the aligners and So looking forward to having my bottom teeth straightened!!!

3 years ago

Reply from NewSmile

Hello Tammy. We really appreciate you sharing your experience. Please do feel free to email us if you have any concerns. Thank you!

Apr. 27th, 2021

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Alexandra Pegues Miami, FL

3 years ago

Reply from NewSmile

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

Apr. 22nd, 2021

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Caroline Barnes Indianapolis, IN

3 years ago

Reply from NewSmile

We are so happy to hear about your experience with us! Thank you so much for taking the time to leave your feedback. :)

Apr. 22nd, 2021

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Sam Gonnerman Lincoln, NE

Way too long turn around times, 2 months to get my aligners? Jeesh

3 years ago

Reply from NewSmile

Hi Sam! The faster we receive the Impressions, the faster the process will be. We are doing our best to deliver the aligners to you as soon as possible. Please don't hesitate to email us if you have any questions.

Apr. 22nd, 2021

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LI YU Toronto, ON

I ordered the impressions kit in Feb. Now I am told to redo the impression 2 times. I begin to pay the monthly fee two months ago. Now I am waiting for my impression kit to redo again. Each time they tell me that they will ensure it works. But I am told to do it again. I think that it wastes time. They could provide other solutions other than redo. I am deeply unhappy with the impression experience. I don't know when my impression kit will be great and when I can receive my aligners. It's too exhausting.

3 years ago

Reply from NewSmile

Sorry for the inconvenience. We have to make sure that your Impressions are good before we fabricate the aligners. We do not want to send ill-fitting aligners as these are customized, we will base it on the impressions that you sent. Please send us an email and we will see what other options we have, we are always here to help!

Apr. 22nd, 2021

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Nathan Zeng Montreal, QC

The impression part doing at home is a bit challenging, but the customer service was very good.

3 years ago

Reply from NewSmile

Hello Nathan! Thank you so much for leaving your feedback. We really appreciate it. Just message us any time if you have any questions. :)

Apr. 7th, 2021

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AmandaWindsor New Waterford, NS

Very patient and kind. So impressed with the service so far. can't wait to get my aligners.

3 years ago Edited September 14, 2021

Reply from NewSmile

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

Apr. 2nd, 2021

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Jan Gray Dartmouth, NS

They sent an outdated return package label

3 years ago Edited September 14, 2021

Reply from NewSmile

Hi Jan! This has been sorted out, we appreciate your patience. Please let us know if you need anything else.

Apr. 2nd, 2021

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Treasured Memories By Ann ,

Sam was friendly, knowledgeable, and gave excellent instruction during the impression process. I can't to get the preview of my new smile!

3 years ago

Reply from NewSmile

We are so happy to hear about your experience with us! Thank you so much for sharing. Please don't hesitate to reach out if you have any questions. :)

Apr. 2nd, 2021

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Romina D. Laval, QC

I had the pleasure of having Sarah to help me choose the best options for my newsmile plan! I am so grateful this was the best birthday gift I could ever have!!!

3 years ago

Reply from NewSmile

We are so happy to hear about your experience. Thank you so much for sharing. We are excited to be in this NewSmile Journey with you!

Mar. 18th, 2021

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Abigail Mbesa Dallas, GA

I had already did my impressions before the session. I got a email from Sarah so I acted on it did my impressions tied mess up the first two but hope the other set will do.

3 years ago

Reply from NewSmile

We really appreciate you sharing your experience. Please don't hesitate to reach out to us if there is anything we can help you with.

Mar. 18th, 2021

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Gowrish Kumar Bollur ,

The service was quick n easy, The staff were friendly and helpful. Also cleared all my doubts

3 years ago

Reply from NewSmile

We are so glad to hear about this. Thank you so much for sharing your experience. Just message us if you have any questions. Keep Smiling!

Mar. 18th, 2021

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Kless Van Nuys, CA

The staff was helpful and professional. I’m disappointed it has taken more then 3 months just to get my impression done. Now I have to wait two more months until I can possibly start my treatment.

3 years ago

Reply from NewSmile

We truly appreciate you sharing this with us. Rest assured that we are taking action for our customers to have the best experience. Please feel free to contact us so we can check this order. Thank you so much for your time!

Mar. 18th, 2021

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GIOVANNA TANZI Cassville, NJ

I enjoyed working with Shaira at NewSmile to create my teeth impressions. She was patient, supportive and informative. Thank you.

3 years ago

Reply from NewSmile

It is so nice to hear about your experience. Thank you so much for sharing! We are so happy to be with you on your NewSmile journey. :)

Mar. 11th, 2021

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Isabel Michaud Pierrefonds, QC

Service with Shaira was excellente. She was very patient and explained well.

3 years ago

Reply from NewSmile

We are so glad to hear about your experience. We really appreciate you taking the time to leave a review. Just message us anytime if you have any questions. :)

Mar. 11th, 2021

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Danah Aguilar Scarborough, ON

Angel is so nice and very helpful to me!

3 years ago

Reply from NewSmile

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

Mar. 11th, 2021

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Susie KOVECSES Langley, BC

The people I have dealt with through this process have been lovely and very helpful

3 years ago Edited January 10, 2024

Reply from NewSmile

Thank you so much for sharing your experience! We are always here to help. Just message us anytime!

Mar. 11th, 2021

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Jen Thunder Bay, ON

Shaira was a delight! So nice and patient. She made the process easy and fun.

3 years ago

Reply from NewSmile

We are so happy to hear about your experience with us! Thank you so much for taking the time to share this. Keep Smiling! :)

Mar. 11th, 2021

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Craig Lockhart Denver, CO

great experience with Shaira assisting me with the impressions process

3 years ago

Reply from NewSmile

Thank you so much for sharing your experience with us! We totally appreciate it. Just message us if you have any questions. :)

Mar. 11th, 2021

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Uno de Many Fraser, MI

Spectacular customer service! Quick to respond!

3 years ago

Reply from NewSmile

We appreciate you for leaving your feedback. We are happy to hear about your experience. Keep Smiling! :)

Mar. 4th, 2021

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Vagisha Barwal Montreal, QC

It was great. Angel helped me in taking my impressions nicely. Hope it gets passed.

3 years ago

Reply from NewSmile

Thank you for sharing your experience with us! We are so happy to be with you in your NewSmile Journey. :)

Mar. 4th, 2021

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Stephane G Saint-Augustin-de-Desmaures, QC

Thus far i am very pleased with the communication and the web meeting for the impressions

3 years ago

Reply from NewSmile

We are so glad to hear about your experience! We are very thankful for you taking the time to leave a review. :)

Mar. 4th, 2021

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Danielle Silbernagel Saskatoon, SK

I had a an appointment with Sam for my impressions and she was not available at the time. I emailed the New Smile team and Sam responded promptly and was able to get me in, thankfully as I was unsure when I would be available again next. She was thorough, patient, and efficient.

3 years ago

Reply from NewSmile

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

Mar. 4th, 2021

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Shawn McMahon Wausau, WI

Gem was very helpful and patient with me as we did my impressions together. Thank you

3 years ago

Reply from NewSmile

We are so happy to hear about your experience. Thank you so much for taking the time to leave feedback. We are always here to help! Just let us know if you have any questions. :)

Mar. 4th, 2021

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Lydia Van Ottawa, ON

So far so good, customer service is great! Just wish that the process of getting started didn’t take so long, I paid a month and a half ago, and just did impression, now it will be another 2 months before I can start!!

3 years ago

Reply from NewSmile

Thank you so much for sharing your experience and leaving your feedback. Rest assured that we will use this for the betterment of our service. If you have any questions, please don't hesitate to contact us. :)

Mar. 4th, 2021

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Mallika Mehta Burnaby, BC

Very supportive and knowledgeable staff.

3 years ago

Reply from NewSmile

Thank you so much for leaving your feedback. We really appreciate it!

Feb. 23rd, 2021

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Janine Hutchison ,

Excellent customer service and responsiveness! But the process to receive the actual aligners is quite long compared to other providers.

3 years ago

Reply from NewSmile

We really appreciate you taking the time to give us feedback. Thank you so much! We are always doing our best to give you a great experience. :)

Feb. 23rd, 2021

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Louise Pedersen Terrebonne, QC

These are the most affordable aligners I've seen. The NewSmile team is great, very thoughtful and customer oriented. I would definitely recommend NewSmile to anyone considering getting clear aligners.

3 years ago Edited September 22, 2021

Reply from NewSmile

We are so happy to hear about your experience with us. Thank you so much for giving us your feedback. :)

Feb. 23rd, 2021

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Amanda Shiels Portage la Prairie, MB

Very nice, patient, and professional. Very helpful

3 years ago

Reply from NewSmile

Thank you so much for letting us know about your experience. It really means a lot to us! We are always here to help. Keep smiling! :)

Feb. 23rd, 2021

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Erinn Shea Vancouver, WA

I had a hard time getting my HSA to work. New Smiles customer care specialist Sarah was so amazing helping me get through the process. It took a few days but I just ordered my aligners and can't wait to see a brighter and straighter smile in the future!

3 years ago

Reply from NewSmile

We are so happy to hear about your experience. Thank you so much for letting us know. We are so happy to be with you on your NewSmile Journey! :)

Feb. 23rd, 2021

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Peter Spence , ON

Putty & impression moulds arrived loose in a small envelope. No return address or postage paid box. I would recommend the competition as they send things in a box with free return shipping.

3 years ago Edited September 14, 2021

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Ally Calgary, AB

Was sceptical as it is a smaller company but it was a good price and I have been wanting to straighten my teeth for a long time. I got my teeth impression kit quickly, sent them back and got my aligners a few months later. I just started my first set. So far so good. Definitely some discomfort for the first couple days but overall a good company. The box had some whitening, instructions, a case for my aligners and a retainer for when I’m finished. Very happy so far!!

3 years ago

Reply from NewSmile

Hello Ally! We are so happy to hear about your experience and thank you so much for sharing it. We truly appreciate it and we are glad to be a part of your New Smile Journey! Keep smiling! Just message us if you have any questions. :)

Feb. 16th, 2021

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eric madsen Radcliff, KY

So far everything has been great. The customer service is excellent. Just waiting to see how the process works with developing my set. Hopefully it all works out and no additional delays. I also didn’t know that NewSmile had took over Smilelove. Looking forward to the next step.

3 years ago

Reply from NewSmile

Hello Eric! Thank you so much for taking the time to share your experience. We really appreciate it. Just contact us if you have any questions. :)

Feb. 16th, 2021