NewSmileReviews of newsmilelife.com

This company is unethical , has horrible communication and a bad refund policy they lie, and when you are not satisfied with the service being provided, even if the process hasn’t even started, they take 3 months to issue you a refund and do not refund you the full amount. Do not waste your time, go to a reputable orthodontist in your area!!!

* The impression kit took an excessive amount of time to arrive. * Scheduling an appointment to review the impression process took over two weeks due to limited support team availability. * The individual who conducted the impression session demonstrated poor communication skills and had difficulty explaining the process in English. She also expressed disapproval of recent changes shortening the length of the session, citing the company's decision as the reason for the poor quality of the experience. * I have been unable to reach a support representative since the session. The system states that no one is available and disconnects the call. I can only reach someone by calling the sales line but they are unable to assist me. * The treatment plan has yet to be finalized due to issues with the impressions but I can't get anyone on the phone to discuss. I was told via email they would have to be taken again and that I would have to pay for that. The service rep told us the top impressions were good so I am at a loss as to what the issues are and again I can't get a response via email or phone to get to the bottom of it. * We made the purchase in November and have yet to make any progress to obtaining the liners. I have lost confidence in the process. 2/13/2025 Update - Still have not received any replies to my emails to the customer service team sent on Jan 30, Feb 4th, Feb 10th. 2/18/2025 Update - On 2/14, I received and email reply to my request for a refund. It stated that they sent me a kit for new impressions. I did not request the kit. No one spoke to me saying they would be sending a new kit. I demand a refund. Their repones was to my email requesting a refund and they didn't even address it. I sent an additional reply on 2/17 stating as much with no response. 2/25/25 Update - Still no refund. Still no answer to my email request for a refund. On 2/24, I was finally able to get through to a customer service rep and they said they would pass along my request to the person in charge of refunds but I was not allowed to speak with her directly. It has been 4 weeks since I started emailing the individual responsible for processing refunds and have not received a response to my refund request. I called over and over again today. Their customer service line just disconnects you after making you wait for 3 min. 3/2/25 Update - Still no response on my repeated refund request. It has been a total of 31 days since I sent my first email requesting a refund and no one has addressed it. 3/4/25 Update - Received my first response regarding my refund request. They said they have created a case and will start the process. Not sure what that entails but first bit of progress in 30+ days since the request. 3/6/25 Update - Nearly 5 months of working with this company and over 30 days of almost daily emails and calls, I finally got a partial refund. I'm still out $340 and have nothing to show for it but honestly, after what I have gone through with them, I'll take it and be done. I'll chalk it up to paying my stupid tax and move on. Absolute worst customer service I have ever experienced.

100% unusable. Terrible. Been trying to cancel subscription for months. They keep charging me. 10+ Emails, calls, voicemails, chats, etc. NO way to contact the company. 0/10

UPDATE Newsmile replied to my review and told me to email them. I did, and I also sent another email to the customer service rep I was working with to get my scans scheduled. It’s been 3 days and I haven’t heard anything. I do not have my order number… I ordered over 2 years ago. My email is linked to my order however. Communication is terrible, you won’t get your service that you paid for. Spend the extra money and get Invisalign, I wish I had.

I’ve reached out to your company three times by email and call. Was disconnected by phone and told I would get a call back and never had anyone responded to me yet. The worst customer service!

I WAS PROMISED A REFUND DUE TO THE MESS THIS COMPANY HAS LEFT ME IN, BOTH PHYSICALLY AND MENTALLY. I WAS INFORMED IT WOULD TAKE OVER THREE WEEKS TO PROCESS, BUT NOTHING HAS BEEN PROCESSED DESPITE THE WAIT. I STRONGLY ADVISE EVERYONE TO STAY FAR AWAY FROM THIS COMPANY. THE ONLY POSITIVE REVIEWS APPEAR TO COME FROM CUSTOMERS ATTENDING SCAN APPOINTMENTS, WHOM THEY ACTIVELY ENCOURAGE TO LEAVE REVIEWS. I URGE YOU TO REPORT THIS COMPANY TO THE BBB AND TRADING STANDARDS SO IT CAN BE INVESTIGATED FOR POOR PRACTICES. Edit: I’ve sent numerous emails and you do not respond - you have my recent communication confirming a refund from your management team which has not been done and my order info - can you chase this asap and stop pretending that your trying to help solve the problem when your clearly not

DO NOT USE THIS COMPANY!!!!!!!! This company has extremely horrible customer service. The phone number on the site is completely useless. Weirdly I got a text as if it was someone reaching out to me. I wanted to cancel my order immediately after placing it and with no one answering the phones I’m not stuck. I’ve tried every option to contact these people. I’ve left voicemails and nothing. I feel like I totally got scammed out of $1600. I warn everyone DO NOT USE THIS COMPANY! Seriously you will be so disappointed and most of all ripped off. I’m so upset, beyond upset. A company can take your money but can’t even assist their customers.

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. AVOID!!!