NewSmile

The associate I dealt with was…

The associate I dealt with was considerate, knowledgeable, and pleasant. I honestly why you don't have an area in the account management area to have both Billing section for the payment and a shipping section for the delivery. I can't be the only person who changes addresses in the summer. It was very difficult to find someone to help me, but once I was called back everything was taken care of.

Marion was a Great Help!

Marion was very thorough and personable. He walked through each step with me and completed every question and issue I had.

Raych was very helpful

Raych was very helpful, and extremely patient with answering my questions and helping me place my order. So far I’m very excited to see how the retainers turn out the price is amazing and the service is great. If the product is good it’ll be a great purchase experience

So far I have had a bad experience bc…

So far I have had a bad experience bc every person I talk to gives me different information. The instructions they give are different from the manual that are different from the videos that are different from the in person instructions. Almost impossible to get ahold of a live person because everything is AI. I have gone 4-5 days without a response when trying to contact email, phone, chat etc. very frustrating experience so far. Has been a very long process that was started in February and it now May and I am still at the beginning of stages. Would not recommend.

Marion was great !!

Marion was great !!! Great coustomer derive fast reply’s gets things done when things aren’t right !

Avoid NewSmile – Impossible Requirements and Non-Existent Supportyond frustrated with my…

I am beyond frustrated with my experience with NewSmile. After sending my impressions, I waited four weeks with zero communication. Only after I chased them did they inform me my impressions were "not good enough." When I requested a refund, they pressured me into getting a 3D scan instead. However, they require a specific file format that no local dentist seems to use unless you are a registered patient there. I finally found a lab willing to help, but they required a doctor’s referral. I have asked NewSmile support for this referral multiple times, but my emails now bounce back with "technical issue" errors. It feels like they are intentionally making the process impossible to avoid giving me a refund. I am out of pocket and have no product. Give me my money back.

I wasnt familiar with the company email…

I wasnt familiar with the company email and assumed they were fraudulent. However they kindly explained that they are tied to newsmile and were very kind and helpful.

Awesome Customer experience

Marion is thoughtful, patient, and kind

Ive been trying to get retainers for…

Ive been trying to get retainers for almost a year now. If youre lucky and are able to submit an impression they sound like they are wonderful to work with. However after trying to attempt the impressions 8 times and waiting for weeks with no response from customer service, going the orthodontist will be my choice. In my opinion, pay the couple hundred bucks more it will save you months of your time

Don’t buy Newsmile

Customer care, customer service and communication all deserve less than 1 start but my teeth did end up straighter, but not perfect. I wanted straighter teeth and decided to try NewSmile. They weren’t the cheapest option but they were cheaper than other brands with similar reviews at the time. I picked wrong. The time from signing up to getting the first set of impression trays was longer than expected and the trays did not fit my mouth. They sent a new larger impression kit and I officially got started. My plan and aligners took almost a month longer than they said to arrive in the mail. I emailed multiple times thinking it either got lost or I had been scammed with no reply from customer service. When my aligners arrived they had a vague step by step plan with little instruction or what to expect. I started the plan and sent in my initial pictures. I sent pictures every couple of weeks with questions and sometimes concerns about popping sensations and bleeding from my gums. The newsmile team rarely responded to my concerns and I would get a generic email saying I was approved move on to the next step. As the treatments got more painful I started wearing the slingers for longer stretches past my “approval to move on,” to try to allow my teeth more time to move, settle and adjust to the aligners. A month before my projected finish date newsmile was contacting me to buy retainer plans and I tried to explain that I had not finished the plan yet and still had a couple of months because had been wearing the aligners longer. I started my retainer immediately after finishing the plan 2 and a half months late. Newsmile offered a discount on retainer purchases for Black Friday and I tried to sign up to get my next set of retainers. NewSmile asked for updated pictures with my current retainers and then told me that the retainers weren’t fitting properly so I had to send more impressions to get refitted. I had to pay for a new impression kit and then was told that I needed to start another aligner program and that it was not covered by their guarantee because I did not follow the original plan and did not send in my pictures. I responded by forwarding emails of approvals to love on to next steps and unanswered emails about my concerns with the program. They refused to honor their guarantee or offer any discount. I asked them to make the new retainers I had already paid for to the same specifications as the one originally sent to me with my kit and have decided to do no more business with new smile.

He was professional

He was professional, very respectful and kept his composure . Treated me like an actual customer . 10/10

Unbeatable Deal!

The price is amazing. The customer service has been good. Ordering was easy. Communication has been a little choppy and slow, but I'm also not in a rush so I'm not bothered greatly by it, but I can see it being a source of frustration for some.

joanna was very nice and helped me with…

joanna was very nice and helped me with my problem. wonderful experience.

Problem seemed to be resolved quickly

Excellent Customer Service

New Smile customer service has gone over & beyond to help resolve the issues that have come up throughout the process of getting the impressions needed in order to manufacture the retainers. Marion in particular has extended me excellent service. He is knowledgeable, has completely understood my issues, has shown empathy and a keen willingness to offer me every opportunity to get what I need. He is both professional and friendly. I couldn't ask for more. Well done!!

I was dealing with AI and got no where…

I was dealing with AI and got no where and was very frustrated. Thank you for a human being contacting me. Dealing with real people is very valuable to any business. I prefer real people all the time!! Thank you 👍

Marion is quick and amazing with help!

They've been very attentive and quick…

They've been very attentive and quick to respond, Joanna specifically has been very helpful.

Elizabeth was wonderful to work with

Elizabeth was wonderful to work with. She walked me through the process and made sure I understood each step. Thank you again Elizabeth, for your patience, thorough explain action, and kindness.

Good service