NewSmile

STAY AWAY

STAY AWAY. I became a customer in February 2026 and started the payment plan. It is now August 2026 and I still have not started treatment, and I’ve paid over $600 at this point. So many things have gone wrong I wish I had never signed up for this. They sent me the wrong size trays for impressions. It took forever to get my trial aligners. Once I said I got them and they fit, it took more months, not weeks, for my 3D rendering. I “upgraded” to night aligners, another $100. They then send the 3D, I approved it, they said they were shipping out my treatment in another 4-5 weeks. THEN I got a new invoice like I haven’t been paying all along asking for the full price of treatment (or start a payment plan). Absolutely not. I called, no one answered. I emailed, no response. No aligners, no whitening kit, nothing. I’m disappointed and frustrated. A lot of their customer service is AI. I could never recommend this company/experience even if I ever do get my aligners and do treatment, this feels like a total scam.

A good experience so far!

Sofia was very communicative and helpful throughout the whole process!

Purchased two sets of retainers and…

Purchased two sets of retainers and after 6 months of back and forth and sending in my molds and being told they’re not good enough and starting from step 1 four times I finally got my finished product which was only one retainer when it was supposed to be two. I reached out for 2 weeks regularly and could not get a hold of anyone despite the fact, I was always able to previously. Once I finally got a hold of someone which took quite a bit of doing they stated I only purchased one set even after I sent screenshots, indicating that I had in fact purchased two. I am going to be looking into doing a charge back on my credit card however due to their absolutely piss poor customer service. I have a feeling that it is past the point due to it being six months that I’m gonna be able to successfully do a charge back. Do yourself a favour and go through your dentist as not only are you going to get a better product? You will also have it in an acceptable timeframe and it is not worth the small amount of savings that you will get through New Smile. Stay far far away - I cannot stress this enough.

Teeth are now more crooked

I finished my aligners after about seven months. I followed all instructions, and my teeth are more crooked than before. My molars are also now misaligned making chewing a bit painful. I’ve asked for a full refund and have yet to hear back.

Truly A nightmare

I ordered an at-home impression kit from NewSmile. The website indicated the kit would include two tray sizes, but I received two identical trays that were both too small — my teeth wouldn't stay seated no matter how carefully I followed the instructions. I spent over an hour trying before realizing the trays themselves were the problem. When I contacted their impression specialist Rebecca for help, she confirmed in writing that the trays were too small. But instead of fixing their error, I was told I'd have to pay an extra $15 plus shipping for replacement putty to try again. When I asked for a refund instead, I was repeatedly redirected and pushed to continue rather than having my request honored. Communication was slow, with multi-hour gaps and a message that didn't even go through. I was patient and reasonable throughout, and still couldn't get a straightforward refund for a product that didn't work as described. Based on my experience, I would not recommend newsmilelife.com

Grant was great

Grant was great. The best service I’ve received since joining New Smile in 2024.

A nightmare of an experience

This company has been a nightmare to deal with. I sent in an impression kit, and they told me the impressions didn’t work. Per their own policy, they’re supposed to refund me when that happens — but I’ve been waiting weeks for my refund. They’ve since gone silent, ignoring my emails and refusing to answer calls. Be careful before trusting them with your money.

Sofia who is helping me since I made…

Sofia who is helping me since I made the order, very helpful and quick response. Good to try.

New smile is smile-worthy

I’ve been interested is aligns for some time and this I decided it was time. Fortunately, I connected with Aaron who quoted me through the process and practicing impressions and then making the final set. He was very helpful in answering my questions so that I understood. I’m now waiting for my aligners to be produced and shipped. Recommended

The impressions were not acceptable but…

The impressions were not acceptable but I was surprised that I needed to pay to try again with no guarantee of success. Because of my lack of confidence in my ability to make good impressions, I am asking for a refund. Thanks Janice

Rebeca was great

UPDATE (7/13/2026)

Following my previous review, NewSmile finally responded after weeks of silence and advised that a new representative would be taking over my case because my previous representative was no longer with the company. In that response, I was informed that reimbursement for the required 3D scan would only be addressed after the scan had been accepted and fabrication of my aligners had begun. This differed from the reimbursement information I had previously received, so I replied requesting clarification regarding: • Reimbursement for the required $99 3D scan • Reimbursement for the two most recent impression-related costs As of 7/13/2026, I have still not received a response. I purchased treatment on 12/07/2025. More than seven months later, treatment has still not begun. At this point, I am still waiting for a clear answer regarding reimbursement before I can move forward with the company-recommended next step. I will continue to update this review as my case progresses.

BEWARE: I paid $1,665 and never received my aligners

I paid the full $1,665 for my aligners, but after my original teeth impression kit hardened, I was told a replacement mold kit would be sent. It never arrived. Since then, I've sent multiple follow-up emails asking about the replacement kit and, later, requesting a refund. Those emails have gone unanswered for weeks. As it stands, this company has my $1,665, I never received the replacement impression kit, I was never able to complete the process, and I never received my aligners. The complete lack of communication and customer support has been incredibly disappointing. Based on my experience, I cannot recommend this company and would avoid them at all costs. Proceed with caution.

Trying to get replacement retainers

Trying to get replacement retainers. Liked the initial alignment process a few years ago but for retainers terrible communications and follow up. Was told that retainers would arrive in 3-4 weeks on 5/21. Followed up on 6/20 as had not heard anything. No response. Called and left 3 voicemails and never got a call back. Sent 3 emails no response. Finally left voicemail on new customer line and got a text back. Very frustrating that no way to talk to a person directly. Asked for my money back and no response. Still not sure a delivery date but at least there have been some emails now.

Took My Money And Didn't Send Retainers

I paid, I performed the molds, received a message that the molds are workable, sent multiple emails asking for an update, and heard nothing back.

I'm old customer with NewSmile always…

I'm old customer with NewSmile always they are for me if any issues they fixed it Thank you again for good customer service

Great experience

Very easy to work with, lots of info to make sure understand how to do it. Sofia was great to work with

Disappointing Customer Service

I placed my order in the morning, but after doing more research, I realized the product was not what I expected. I immediately contacted customer support to cancel the order before it shipped. Unfortunately, getting in touch with the company has been extremely frustrating. I sent multiple messages explaining that I wanted to cancel my order and requested a refund, but I received no meaningful assistance. I also called the support line several times, and each time I was asked to leave my name and phone number, yet no one ever returned my calls. My experience with their customer service has been very disappointing. A simple cancellation request for a recently placed order should not be this difficult. Based on my experience, I would hesitate to do business with this company again.

Easy and well exolain

Great customer service

Joanna was super responsive and helpful, everything customers expect from customer service!