NewSmile

I received my impression kit. I was excited when my video conference started. My rep was very patient and helpful. I couldn’t finish the impressions due to my teeth not fitting the trays. Note: if you have crowding and long teeth request larger trays from the start.

I had a slight overlapping front tooth and wanted straight beautiful teeth. I purchased New Smile aligners system for $1495 and used aligners, stayed in touch with New Smile with photos of “progress” for approximately 43 weeks. My last set of aligners, set number 19, New Smile stopped corresponding with me. I went into the one set of retainers they provided but was not completely satisfied with end result. I still have a front tooth that overlaps another. I took pics of my teeth and contacted New Smile to let them know that my teeth weren’t straightened yet. I was advised that I could purchase another impression kit and more aligners. I asked about another retainer ( New Smile is now offering two free with an order) and I was told I could purchase a second retainer for $150. I was under the impression, initially, that the New Smile system would straighten this overlapping tooth. It didn’t. I’m very disappointed, particularly because I’m told that 1. Likely the reason my teeth didn’t straighten is due to genetics and 2. That I can try continuing the process but for more money. Wow! Not much of a choice. I would not recommend New Smile to anyone.

The website and customer service agents are the best part of this company! Their website is so detailed and reassuring of the production of your retainers! Quick process and helpful staff the entire process.

After using NewSmile, two of my front teeth collide at an odd angle which prevents my other teeth from touching and makes it hard to chew most foods and impossible to chew many. I alerted NewSmile as this became a problem during the later months of my treatment. Prior to this my teeth were a bit crooked but worked just fine. After alerting NewSmile of the problem, they have asked me for more and more money to fix their negligence: two impression kits, new aligners, retainers and shipping. They also blamed me for the problem despite my teeth fitting their aligners perfectly. Halfway through treatment my dentist recommended that I wear each aligner set for three weeks instead of two. This was advice from a dentist who knows me, my X-rays, dental history and had just assessed my teeth in person. I notified NewSmile of my dentist’s recommendation in the next email I sent (the email they require containing pictures of your teeth in their current set of aligners, asking their approval to switch to the next set). NewSmile’s reply said my teeth looked good and if I’d worn the aligners 22 hours a day for two weeks (I had, two weeks plus one) then I was approved to use the next set! I continued to send them photos and updates every three weeks and they continued to APPROVE my progress and progression to the next step. Now that I have been substantially harmed by their product and am asking them to fix it, they are focused on the fact that I started wearing the aligners for three weeks at a time and state, “compliance is a big part of achieving the treatment preview goal”. I did comply at every step, kept them informed at every step, they approved my progress at every step and I did achieve the treatment goal. My teeth fit NewSmile’s aligners and retainers like a glove. THEIR PRODUCT HARMED ME. DO NOT USE NewSmile. Be careful, you have to live with what they do to you.

It’s been serval weeks since I made my entire payment and still I am no closer to receiving my slingers. The first impressions did not work, but nobody contacted me. After I contacted New Smile, the sent me larger trays at my cost. These did not work for my uppers, so now I am waiting again. At this rate, it will be over 3 months before I’ll see my aligned. This experience has been highly disappointing.

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.

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!

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!

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!

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!

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.

I like the pricing and payment options that NewSmile offers. The only negative so far is the advance requirements you need (like dentist approval, X-rays, etc), but don’t know until after the impression session. Trish was amazing in the impression session, very knowledgeable and she was good at communicating.

I haven’t received any products yet.... but I am very please with costumer service via email and phone. Sarah was wonderful. Price match was given pronto.... Payment is made.... so excited to start the journey! 😁

Very happy after working with the smile consultant trish. She was concise, friendly and knowledgeable. Just gave the company a 4/5 rating because it took 3 weeks to book the consultant time and it took a few weeks to get the impression kit in the mail. Would have given a 5/5 if it was a quicker process.

So far it's been good. Today I had a videochat with one of the NewSmile specialists and she helped me make my impressions. It would have been successful except I need larger trays to fit my mouth. Gem was very pleasant to work with today! :)

I am satisfied with the support team, they have walked me through the process properly and met my expectations. I am half way through my treatment now and whenever I have questions I just send them an email.

The first set of night guards, I only received the tops. When I "finally" was able to talk to someone, they said it was my fault. I only sent the tops in, which is incorrect. They sent a second set. It's now almost December, I sent the second impressions back in October. They cannot locate my set and when I've been trying to find it why, they keep saying, "they are checking with the shipping dept. That was November 10. I reached out several more times and no response. I would NEVER do business with them again, nor would I recommend them to anyone. Is there was a zero rating, that's what they would get.

The customer service is horrible! Once they get your money all communication dries up and you have no idea what is happening. They did promptly send out the kit to make impressions, but after that, nothing. They tell you to do practice impressions and send them a photo of them so they can make sure you’ve done it right before doing the real ones. I did this and sent the photos via email and messenger….after 2 weeks I had heard nothing so went ahead and did the real impressions and sent them in. After weeks I had still heard nothing even with multiple emails and messages sent. I finally left a 1 star review on TrustPilot, which got their attention! Turns out they had received my impressions and they were not adequate, but nobody bothered to let me know. They sent me another impression kit “no charge” because of my review and their lack of communication. I made them again and sent them back, and once again, absolutely no feedback until I started pestering the CS rep. She finally got back to me and the impressions were fine, but had I not pestered her I wouldnt have known. Anyway, long story short, it has been over 3 months since placing my order and I have had to pester them at every step of the way to get any kind of information. Supposedly my retainers are in the mail, we shall see. And all of this was just to get plain old retainers, no treatment plan for aligners involved. I can’t even imagine how long that would take! Steer clear unless you want a lot of frustration.

I purchased a retainer from them during their Black Friday special in November 2024. As of today, I still do not have my retainer. I only received a replacement after I contacted them in January 2025 to check the status. They do not offer adjustable trays, and I had to fight tooth and nail just to get a replacement—only to receive an incomplete set! It was supposed to include two upper and two lower retainers, but I only received one of each. They told me I needed a large size, so I had to pay for a second replacement because they originally sent me a medium. However, the large lower retainer was far too big—I couldn’t even fit it in my mouth! When I requested the one medium lower replacement that I was still owed, they demanded $20 for it! It’s now mid-February, and I still do not have my retainer. NEVER buy from this company. Additionally, canceling a subscription with them is a nightmare. There’s no option to cancel online—you have to call or email, and they bombard you with endless questions.

AFTER A CALL WHERE I WAS ASSURED BY SHAIRA THAT COMMUNICATION WOULD IMPROVE, NOTHING HAS CHANGED. NO UPDATES, NO PROGRESS—JUST BROKEN PROMISES. THE SITUATION HAS NOW ESCALATED FURTHER DUE TO SERIOUS COMPLICATIONS, INCLUDING BONE LOSS CAUSED BY THE ALIGNERS. THIS HAS RESULTED IN NOT ONLY PHYSICAL DISCOMFORT BUT ALSO THE NEED FOR CORRECTIVE PROCEDURES THAT WILL COST FAR MORE THAN THE INITIAL TREATMENT. THE STRESS AND FRUSTRATION OF BEING LEFT IN THE DARK FOR SUCH A PROLONGED PERIOD HAVE MADE THIS ENTIRE EXPERIENCE UNBEARABLE. I HAVE REPORTED THE COMPANY TO TRADING STANDARDS AND ENCOURAGE OTHERS FACING SIMILAR ISSUES TO DO THE SAME. IF THIS MATTER IS NOT RESOLVED IMMEDIATELY, I WILL HAVE NO CHOICE BUT TO PURSUE LEGAL ACTION.

This company scammed me and they will scam you. They charged me $300, lied to me the day after I signed up about their ability to fix my teeth. Three months later, after an unorganized further assessment process they revealed the truth that they could not fix my teeth. I tried to speak to representatives and they made it extremely difficult. Eventually they told me I would get a full refund but it would take a further 3 weeks. Finally, they gave me a refund for further payments I had made, but not my $300. I was going to walk away the day after I signed up and they lied to me and prolonged the process because they knew I would not be able to contest the charge with my credit card 3 months after the charge. This company is full of scammers. They are dishonest. They operate out of Canada, but it appears the actual workers are in an east asian location. DO NOT SIGN UP WITH THEM! Search out an alternative. If you do not, you will eventually be hurt by them!

Wonderful customer service! I was taken care of by the wonderful Lou. Lou is so great and if anyone needs help I pray you bump into him! I Love the service here!!

Terrible communication with the company. I would get multiple emails regarding the same thing from different people or no response at all. I paid $2,000 for their aligners and completed the assigned treatment only to find I should have had more steps. My teeth were still offset and gapped needing at least three more steps for a straight smile. When I reached out to the company, they told me they considered 80% of improvement to be proper treatment and if I wanted the addition steps it would cost an additional $449. So if you want 80% of straight teeth and are ok with mediocre then this is the company for you!