NewSmileReviews of newsmilelife.com

Likely a fraudulent company as I never received my retainers. Submitted 1 kit wih impressions- no word for 8 weeks, had to reach out to them and was told " they were unusable". Yet their own staff approved the practice impressions. Another practice kit sent to me but sent many attempts of impressions and just never seemed to be good enough. They also would not respond to any of my emails after I told them I would like to cancel my order and receive a refund. Will be contacting my credit card company for charge back. Wha a headache

I received an order confirmation for a subscription set of retainers and emailed within a few hours asking to cancel my order and subscription. The team cancelled my order but refused a refund due to the fact that the order had begun processing. The issue here being that I’m getting emails saying there’s a 4 week fabrication time to get my new order to begin with, so plenty of time to stop my order. Not thrilled with this experience.

Marion is the best verh helpful. Please give them a raise as they helped me on a Saturday

Ordered for my son in June, was told the impressions were good and I approved the treatment plan. By September I still hadn't received a ship date so I reached out and it turned out the impressions were no good. My son had a difficult time doing the impressions, so at this point I just wanted my money back. I requested a refund about 2 weeks ago and have gotten 3 responses so far asking me to reconsider. Literally all I want is my money back. As others have mentioned, it is very difficult to reach customer service.

NewSmile has been very communicative throughout this whole process of getting my aligners Maria from NewSmile in particular has been very helpful and prompt with her email responses!

the early feedback loop after an order was quite extensive and complete. when i received the mouthguard kit i followed the instructions. The tray is too small / narrow for my back teeth. I called to talk to support, talked to 2 people, and am now being escalated to the impressions team, who will email me back with follow up instructions. The support is fine, 5 stars, the 3 star rating is for the product management team for not supplying some type of measurement tool prior to / during the order stage so that they ship the correct sized trays the first time. There is a not insignificant lag between ordering, receing the kit, then sending the kit back, they make the guard, then send that finished guard back, so adding additional to get the right sized tray is a not insignificant product management miss. Another small nit, the intro email says to use SMS for any questions. I used it, no response over the weekend and into first business day 11am ESt...so I called and got them by phone.

Very good client service by Aaron !

Quick and efficient help by Marion and fast response!!!