NewSmileReviews of newsmilelife.com

Awesome Customer service!

Horrible customer service and communication. My aligners stop tracking. I contacted them and they asked for pictures for them to send to their "dental professionals." Which I happily sent. 3 weeks go by with no response at all. I had to follow up multiple times before even receiving a response. The response was that they needed to set a video call with a dental professional, which is just a customer service agent in the Philippines. She had to watch me put the retainers in and out. The pics I sent earlier were never reviewed by any professional. They ended up having to send me new molds, which I had actually told them to do from the beginning. Incredibly, instead of sending me new molds, the customer service agent recommended that I move back a tray and see if that works. This was obviously another way for them to waste 4 more weeks of my time. I redid the molds 6 weeks ago. When I contacted them asking where my new retainers were, they asked me to send them more pictures of my current tray that I am stuck on. I have a wedding to go to in 2 months and I will probably still be waiting for them to send the new molds.

Did program to get started. Some communication in the beginning. I was getting very little after that. I was all the way to #6 and they moved me back to 3. Constantly criticizing I’m not doing aligners right but suspect they were poorly made and don’t fit the curve of my mouth. Since my last submission of images I’ve heard nothing for weeks. Would not recommend.

I paid in full and ordered in November of 2020. I got my impression kit right away and Fedexed it back the next morning. Then I hear nothing for over a month. I had to reach out to them and ask why I did not get my treatment plan. After my third email I told them I was going to file a chargeback and miraculously they were able to email my treatment plan that evening. That was over three weeks ago and I have not heard anything since. It should not take 4 months for them to send you a set of plastic molds. I also do not understand not having a member's area that you can log into and see the status of your order and your progression through the treatment.I wish I had paid more and ordered from a company that was more reputable.