NewSmileReviews of newsmilelife.com

I have been very patient with NewSmile and it has been issue after issue since agreeing to having the night aligners made. I agreed to pay more than $1,000 and I am currently paying on aligners that I have yet to receive and I placed my order in January (it is now June) and have already paid over $400 on them. Initially when I ordered the kit they made a mistake with not letting me know that my impressions would not work but were still charging me for impressions that could not be used to make my aligners. They straightened that out, then I had to ask for them to ship my aligners expedited and they did, however they left the lower aligners out and only sent the upper aligners. Mind you, I am STILL paying for aligners that I have not received. They then had the audacity to ask me to ship the upper aligners back instead of just sending the lower aligners, inconveniencing me again. I have yet to receive an email response back from them or to have a phone call back from them. I am extremely frustrated and sharing my experience because this is terrible customer service and truly taking advantage of a paying customer. I am disappointed because the customer service is sloppy from my experience and I truly wanted to love NewSmile due to the reviews that I read. I want my aligners and response from the company. This is not too much to ask for when the customer service has been anything but good and I have been setback due to this. I would not recommend NewSmile to anyone. I would much rather prefer to go to a dentist and have them guide me through the process. I am usually a DIY type of woman, meaning I have a busy schedule and do not have time for dental appointments but I much prefer that at this time and would advise others to do the same after my experience with NewSmile. It should not be that difficult to respond to a paying customer and the least to send the correct aligners, not at the patient's expense or time.

I wish I’d read some of these reviews before purchasing. I paid in full up front for my 17 year old daughter. It took several weeks for available appointment for impressions and then appointment didn’t work. I wasn’t going to wait another month for a new appointment and did them myself for her since I’ve done them close to 20 times with my other children with a more reputable service. They said they never received the first impressions and it took over a month to find out they were lost. We did second impressions that took a couple of weeks to arrive and I made sure to retain all info and tracking but after 5 weeks of waiting patiently for her treatment plan, and zero communication, I reached out to make sure they didn’t lose them again only for them to say the impressions were usable. I made certain they were good impressions and when I asked for proof they didn’t lose these too since they never communicated anything to me about the impressions not being usable they said the delays were our fault for doing poor impressions. I asked for a refund since it’s been months without a first step towards treatment and they said it was past the refund timeframe even though they have caused the delays and have not fulfilled their end of the agreement. When I became frustrated at the suggestion of doing impressions a third time, they offered to send us some place that I’d have to pay for a 3D scan but they promised to refund me. When I told them I didn’t trust that they’d refund me after my experience thus far they said they’d provide a location and credit to quickly move things forward. The next day I received an email to make it sound as if I’d accepted their offer as some sort of binding agreement for their lack of fulfillment and it’s now been 9 days and I’ve yet to be provided any point of contact for a scan and they don’t respond to messages or emails any longer. It appears that they have just stolen my $1600 without any intent of fulfilling their agreement to straighten my daughters teeth.

DO NOT use this company! I have literally been scammed out of my money! They could not provide me with an impression kit that could fit in my mouth and it just wasn’t possible and I was left with cut up lips that took ages to heal and was told that I had smaller than average mouth! They then told me I would need to go to a dentist to get a scan for the implants to be made but that they couldn’t say they would pay for it all! Also this was not what I was sold! The whole point was to avoid going into dentist! I therefore asked for a refund but they have been considering this for a long time and every time I chase it they say it’s under review but it seems like they will never give me money back! Customer service is ridiculous! They are the worst company I have ever dealt with do not trust them with your hard earned money! I have lost around 900 now and have no product from them! It is daylight robbery!!! Please spread the word this company is a joke

My son sent in his impressions and they said he needed to redo them so they said they mailed out another impressions kit on may 15th, according to their tracking number it never left their hometown of Hicksville, NY. After two weeks and a couple contacts with them they sent another one out on May 31st and according to the tracking number for it, it still has not even been received by USPS.

! They are truly horrible and their customer service sucks! I started with them in March… it’s almost June and I still haven’t received my Aligners! It’s over 25 emails of back and forth communication with no resolution! I just want my money back for a product I haven’t received!

After sending in my impressions and waiting months without hearing anything, I contact them and asked for a refund. They responded by sending me the refund policy. I read it thoroughly and responded stating that I would still like a refund and I understand that the policy states I am entitled to a full refund minus the impression kit and processing fee (totaling around $150). They responded that they would be keeping almost $500 and that it would take up to 6 month. I replied again asking for clarification, as this was not in the policy, and never received a response. I sent more emails and never received a response. I tried calling several times and it's the same thing--an auto message stating they are not available. Meanwhile, they continue to charge my credit card and I've still never received any aligners!! This is FRAUD!

Please consider the below fully before purchasing with this company. The 5 star reviews are incentivised and I have been asked to fill a review and for discounts for future services. Firstly, I chose this company from a cheap price point and understood the risks completing my treatment from home. From you can see from other reviews the process is lengthy and you will not receive your kit or aligners for months. I did my impressions and received a 3d model which looked good and I proceeded. This was my first mistake I will come back to. I waited several months and eventually my alingers came. I took to my treatment following the guidelines and had relatively no issues until around 3 months I noticed my front tooth wasn’t fitting the aligners properly and was receding. This meant that looking at me directly 1 of my front teeth was higher than the other and not in line like it was. I informed the team at NEWSMILE who after several days/weeks waiting a response confirmed this was fine and the dental team confirmed it would align. They did also try to insinuate I should have been sending photos every 2 weeks, I challenged I was never asked to or provided a place to send them… anyway I continue onwards and complete my treatment and while my bottom teeth have aligned fairly well, my top teeth have not! The front tooth is now very noticeably higher than the other and 2 of my incisors have not aligned and are tucked behind my front teeth. I emailed the team highlighting concerns, providing photos and asked what to do next. I awaited 10 days for a response to be told that this outcome is acceptable and I can do more aligning (at my cost!) if I wanted straighter teeth!!! They referred back to my original 3d model which shows a slight uneven front teeth but expected me to notice this!? With no discussion with anyone at the time I took the model for a finished straightened set of teeth as they advertised. The real kicker was they have stated they do not guarantee results and accept 85% completion as a job done!! At no point is this advertised or confirmed in the process and cannot see in the terms and conditions. So I email again asking how they measure the 85% (bearing in mind I have not seen or discussed with anyone so unsure how they can say mine is over 85%), where it is stated in the terms and how they plan to amend. I am now on day 12 awaiting a response and can only foresee more nonsense and shifting responsibility. I have also asked for their complaints procedure which has not been confirmed but they did send me 2 emails addresses of different people who are all doing the same job and in no way is an escalation route. So to summarise, if you want to wait months, get minimal aftercare and are willing to accept 85% of the treatment complete then go ahead with this company, otherwise save your money and find an alternative.

Terrible company to deal with. If you see 5 star reviews I can assure you they are fake reviews. The company makes sure they drag things out because they sell your receivables to another company so they get paid immediately and do not want to give refunds even if you do not even receive their aligners. The customer service answers emails within 7 days of you sending them so that is always a good sign. They want to schedule a call to discuss your refund but won't call back for days. I never got anything and just asked for my money back after 4 months of going back and forth with them.