NewSmileReviews of newsmilelife.com

Newsmile failed me completely. Failure to provide contracted services, refusal to issue a refund, and poor customer service. Timeline of Events: In November 2024, I purchased NewSmile clear aligners for my son. I submitted two sets of dental impressions following their instructions. Both were rejected, and the company then demanded a third set at additional cost. For months, I attempted to reach NewSmile by phone and email, but received no response. These delays were entirely outside of my control. On February 17, 2025, NewSmile emailed me stating they could not provide the promised video call assistance for impressions due to “high volume.” This contradicted their advertised services and made it nearly impossible for us to succeed. Only after I requested a refund did the company respond quickly—only to deny the request, citing a “5-month refund window.” By that point, their own unresponsiveness had pushed me past the deadline. Despite clear evidence of service failures, NewSmile refuses to refund me. Pattern of Complaints: In my research, I discovered many other customers reporting identical issues with NewSmile: repeated impression rejections, poor communication, and refusal to refund. This appears to be a systemic pattern rather than an isolated case.

I wouldn't trust these guys with my treatment whatsoever - here is a timeline of the completely messed-up insane journey I've been with this company: On March 18th: I sent you my impressions. Around mid-April, I reached out to CS after a few weeks without news. I was told the impressions were being processed, and that takes a bit of time. On May 29th, I was notified that my impression kit was lost during shipment. And that: " (...) we also don’t want to keep you waiting any longer. To move things forward, we’re expediting a replacement kit, which will be shipped out tomorrow." That would have been a shipment on May 30th. On June 5th, after not getting the said shipment from the previous notification I received, I hear back from the company with the same template from the May 29th message, saying it would be expedited and shipped the next day. I outright refused it because 2,3, and 4 above were already cause for frustration and concern. I requested a refund for the kit, despite it being non-refundable, as the operational mistakes the company had committed were sufficient to erode my trust, through no fault of my own. (still on the June 5th -6th) I was denied a refund, and they were insisting I take the new kit to start over - and nope. F-that. I was done. Now, on July 8th - out of the freaking blue: Great news! Our dental team has completed your Treatment Preview. You can view your results by clicking the link below and please remain on the page for about 1 minute to completely load. I rarely ever post reviews - I am have to be extremely impressed (for good reviews) or extremely shocked (for bad reviews, like this one) to take the time to pinpoint the whole process and share it with others. However, I want to stress that I do not recommend NewSmile. There are plenty of other providers out there in this (already saturated) space. With Byte (in my case), I was able to get impressions done, treatment finalized, and receive my aligners in the time that it took for New Smile to realize they had lost my impressions. Disappointment is an understatement.

I ordered this kit in December last year and have followed all instructions. I still don't have my aligners and it is July. The company only communicates in response to my queries of where my product is. Very very disappointing 🫩

Terrible customer service.....

After a year of trying to get impressions done and them just not responding or sending me someone name Wayne’s emails I gave up and reported them to the Better Business Bureau and they never responded to them. Avoid this company I wasted my money.

I think they went out of business in the uk as if you contact them either through WhatsApp or email you get no response

If I could give zero stars, I would. They give you the run around and put a clause in their contract indicating that you only have 5 months to request a refund. Well here I am 8 months later and no product. I tried to arrange the video call to help with the impressions only to get an automated service to try my call again later. You can never get a hold of customer service. They are now trying to deny my refund even though I received no service or product for MY money. See, they keep you hanging on for the 5 months by being non responsive and "impression redos". Then after that, they state that their "policy" is after 5 months you get no refund. Their "policy" also is that it takes 30 days for your refund IF approved. They are a fraudulent company, run far away from them. This circus started November 2024 and I am still fighting in June 2025.

I needed to cancel my order from New Smile. Before the impression kit had shipped, I tried to contact customer support, but I could not get ahold of anyone. Finally I got to someone, but the impression kit had shipped in the meantime, so my order could not be easily cancelled. I had to file a claim so they could process the cancelation. Now it is two months later, I’m still waiting on an update from New Smile, and they’re still charging me monthly, even though I have tried multiple times to cancel. DO NOT go with New Smile.