NewSmileReviews of newsmilelife.com

Response from customer service for help with impressions severely delayed. Sent impression in anyhow, noted as received with no follow up from company. Ended up requesting a refund - request went unanswered. Filed a fraud compaint with cc company. Suddenly get a response back from company, which offered a few freebies to have me complete new impressions. I declined and requested a refund... 5 times. They kept emailing me back offering another freebie, etc. Still waiting for rresolution - going on 4 months. Can't speak to the aligner quality, but would assume if the baseline customer service is this poor, product likely isn't great.

I would give it negative stars if I could. The trays were defective, wouldn’t even stay on my son’s teeth. I’ve been fighting for correct aligners or a refund for 6 months and keep getting the run-around. I paid $1,700 and I have defective aligners that won’t even go on his teeth and no solutions from the company. After the response below from NewSmile, they emailed me asking for photos of the incorrect aligners. I sent those photos months ago. Their response was just another circle with no actual solution.

IT'S A SCAM. If I could give negative stars I would. I ordered. Immediately items I didn't request were added to my account with a higher balance due. Classic bait and switch. Got immediately concerned that something so important should be handled by someone more reliable and decided it wasn't worth the risk. I tried to cancel the order right away. No response to my emails for the first couple of weeks. I went through all their ridiculous return steps and dozens of emails, including have to ask for the return shipping address 6 times! Got confirmation of shipment received back to them. Return approved, refund did not show up when promised - now on 3rd week of following up for refund promised. Going to dispute with credit card company and file complaint with BBB. DONT BUY FROM THEM ITS A SCAM.

My request for a refund was sent December 22, 2025. My refund was received Fenbruary 18, 2026 after more 19 interactions by email (not an exaggeration. I have all correspondence) and at least a dozen phone calls. This was not “processing time”. When I began complaining in earnest and leaving several bad reviews somehow I received a phone call and was told that I would get my refund by the end of that week. It still took an additional phone call and email before it arrived the following week. As a part of this lovely process, my calls were no longer answered. I literally called 7 times one day. After no answer I called from a different number and received an answer right away. That’s when I decided to begin leaving negative reviews-because 7 times was too many times to believe that it was happenstance that my calls didn’t get answered. I had called the previous day as well but only twice. I was very worried that I had sent $1200 to a scam company and wouldn’t get my money back.

They didn’t fit. Took two months to revive them and they didn’t fit. After fighting with customer service for the past two weeks they are sending me new molding kit. Which they wanted to charge me for till I complained and now sending for free. Your company is terrible and will never recommend someone to use your trays.

It’s been 9 months and I still don’t have my children’s aligners. Communication has been poor.

This is not the first time I have used the at-home impression kits. I did not receive any conformation my impressions were received untill almost 3 weeks after I mailed them and I reached out. Additionally, weeks later I then received an email stating I need to pay for a replacement kit as my impressions were completely unusable. I emailed back stating I will not be buying another kit and I want them to either send me my night guard based on my current impressions or refund my money as I have not received any product but no one will respond to my emails. I feel as though money has been stolen from me and the complete lack of communication and transparency is completely unacceptable.

Hi My experience is the following. I bought the product and completely forgot to check other trusted websites that also have long threads about other people's experience. This sticks to the guidance hopefully and my review will hopefully not be removed. My experience was I paid, and tried to get out of it after several weeks, they apparently have some clause that makes you sign it in the contract, which overrules the fact that you can claim that you purchased an onlie product which you have a long time to change your mind. Most reputable Canadian retailers offer voluntary return policies, typically ranging from 14 to 90 days. Yes - they are scammers! and there are a lot of experiences out there of people who had teeth fallen off