NewSmileReviews of newsmilelife.com

big time scammers do not buy any aligners, there are several court cases in Canada happening right now, do not buy from here BIG RED FLAG

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!

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.

I placed an order over a month ago and haven’t received the kit or retainer. I have followed up three times without success. I am requesting a full refund and I sent this request via email yesterday. However I have not heard back from the company or the representative I was working with. I would like a response by end of day today. If I need to dispute this through my financial institution I will do so. This has not been a good experience at all.

Paid in full for a treatment that was never delivered. Endless delays, missed deadlines, and almost no communication. I sent impressions, waited weeks for updates, received trial aligners, provided feedback, and was repeatedly ignored. When I finally asked for a refund, they gave timelines that were not honored and excuses like “left in the queue.” After months, no treatment and no refund. Completely disorganized, unprofessional, and unreliable. Do not trust this company with your money or health. Update: The team keeps contacting with promises of the refund, and keeps missing the date given every Week, another example of bad business. Until now I don't have my refund.

I’m still waiting for my order. I started this process in April. They are a mess of a company and I regret it completely. They don’t don’t send out the product when guaranteed nor do they give refunds.

My experience with New Smile was terrible. I spent a total of $1,500 to have my order expedited. After one year, they never provided any aligners. I requested a refund and never received a reply. The customer service team was almost impossible to reach, and they refused to acknowledge any responsibility, only saying they would look into it and never get back to me. I wasted time and money. The only impression I got was that New Smile is a scam. I would not recommend this company to anyone. UPDATE: 11/12/25 I have received your email and I’m grateful for your prompt reply to my Trustpilot post. I do intend to reply to your email. UPDATE: 11/25/25 I have received a variety of emails from Elizabeth, Renz, Aaron, and Marion all “stepping in to assist”. Many of the emails were sent prior to having an opportunity to respond to them individually. They are quick to point out that I am beyond the 5 months return policy and there is nothing they can do to honor my refund request. They do not address the fact that they ignored my request for a refund within the 5 month return policy by calling, emailing, or texting. Nor do they address the facts that I paid extra to expedite the order and still have not received a product. They have offered $60 reimbursement for a 3D STL file scan or assistance with taking impressions.

Getting retainers has been a nightmare. They have sent the wrong ones twice. Ones they fabricated in case I wanted more treatments to correct my smile. Why weren't those include the first time?Anyway, I'm going on 6 months since i originally ordered a new set of retainers and I'm over NewSmile.