NewSmileReviews of newsmilelife.com

I was emailed November 3, 2025, by NewSmile that I needed new impressions and they would follow up "within a day" with next steps. I emailed New Smile on 11/15/25 requesting that they follow up. I emailed New Smile again 1/5/26 to request a full refund. Still nothing from New Smile. I will dispute the credit card charge and attempt to get a refund. Run, run, run from this company. Zero customer service!

Marion was empathetic to my situation and didn't argue with me in regards to my reasons for needing to request a refund at this time.

I purchased night aligners on 12/22/2025 and was sent an impression kit (only after having to request it) and had trouble breaking the suction on the lower impressions, which damaged them. I requested more putty and a tip on how to remove them without damaging them. I have heard nothing since. No response after multiple emails, calls, texts. No answer to the support line or call back after leaving voicemails. I spoke with a rep on the sales call line (answered in 1 ring) on January 7, 2026, who heard my dilemma and promised me a call back in 5 minutes. I am still waiting. I requested a full refund on January 7, 2026. Still no reply. I paid them in full, $1295.00 for absolutely nothing but an impression kit I had to request. The positive reviews about customer service are likely from those on a payment plan, with the company not receiving the full amount up front. Worst customer service ever from a company providing healthcare services that requires regular communication and guidance, from an orthodontist or dentist. I would not trust them with my teeth. I have disputed the charge with my credit card company and am awaiting their investigation result of this dubious business practice. Save yourself, your money, and your teeth. Run, run, run... Addendum: Response received 12 hours after company response below and did not address the refund at all. Poorest service ever. Run, run, run. UPDATE 01/19/2026: Still stalling. Now saying refund approved but will take 30 days (website policy says 14 days). Fraud, fraud, fraud. UPDATE 02/09/2026: Finally received a PARTIAL refund for no services whatsoever. They charged me $139.00 for the impression kit and an additional $100.00 for a cancellation fee (for a service they did not provide, which is why I cancelled). These are the most corrupt people I have ever dealt with in my lifetime. I will be filing formal complaints with numerous governmental agencies to address their fraud. Be warned.... Do not trust these people.

Good customer service

Sofia was super helpful and responded to messages very quickly! She helped me set up my impressions and answered my questions about next steps.

Sofia consistently took care of me, in spite of all my delays! 😁 Reached out to me several times to keep me on track, offering to answer any & all questions- which she did.

helped with getting my replacements so i can get my moneys worth! excellent!

Sofia is great at communicating and providing information. She has answered all of my questions and addressed my concerns in a timely manner. The process does take a bit longer than anticipated though. Overall, so far, I would recommend.