NewSmileReviews of newsmilelife.com

Likely a fraudulent company as I never received my retainers. Submitted 1 kit wih impressions- no word for 8 weeks, had to reach out to them and was told " they were unusable". Yet their own staff approved the practice impressions. Another practice kit sent to me but sent many attempts of impressions and just never seemed to be good enough. They also would not respond to any of my emails after I told them I would like to cancel my order and receive a refund. Will be contacting my credit card company for charge back. Wha a headache

I received an order confirmation for a subscription set of retainers and emailed within a few hours asking to cancel my order and subscription. The team cancelled my order but refused a refund due to the fact that the order had begun processing. The issue here being that I’m getting emails saying there’s a 4 week fabrication time to get my new order to begin with, so plenty of time to stop my order. Not thrilled with this experience.

Ordered for my son in June, was told the impressions were good and I approved the treatment plan. By September I still hadn't received a ship date so I reached out and it turned out the impressions were no good. My son had a difficult time doing the impressions, so at this point I just wanted my money back. I requested a refund about 2 weeks ago and have gotten 3 responses so far asking me to reconsider. Literally all I want is my money back. As others have mentioned, it is very difficult to reach customer service.

Customer service seems under staffed and when they answer days later sometimes their answers are either incomplete or dont address the issue at hand.

Absolutely awful experience. It took over three months to revive my aligners, due to them forgetting to proceed my order and send to the dental team (which they admitted to). Then when I finally received the aligners and went through all the steps my teeth were not aligned properly and I could not bite down completely. I have now been arguing with them for another 3+ months to send corrected aligners to fix the issue and they are demanding another $400, instead of providing the corrected aligners free of charge, just to fix a mistake they made with my treatment. Apparently they say I needed to upload progress photos every two weeks to qualify for the free corrected aligners. The funny thing is that they never provided this information me to nor did they provide a link for uploading progress. Worst customer service I have ever experienced. Stay far away from this company. Better to spend a little more $ upfront with a better company. Update 10/9/2026: they finally agreed to provide me the refinement aligners at no charge. Could have saved me 3 months of frustration.

shipped my retainers in june, it is now september. I was told my impressions were being reviewed august 18th, september 8th i was told my impressions were on the way to being reviewed… these people don’t answer the phone and take weeks to even respond. This company is sad.

For the extra £50 it would cost me to get retainers at the dentist it has 1000% not been worth it. They sent out the kit, first problem no return label included as promised. Ok they sent me a new one. Second problem, I then followed the kit instructions exactly, putty hardened immediately. It has been a nightmare trying to resolve this and cancel my subscription/get a refund despite them being under breach of the consumer rights act for not providing goods fit for purpose. Third problem: They promised to send out another kit, it took over a week before they even dispatched it despite promising to send it immediately not to mention the multiple confusing replies to my email to them from different team members. Fourth problem: You cannot cancel your subscription online as advertised, instead you have to do it via email (I would not have signed up if I knew this and it is a further breach of legalities). Fifth problem: Contacting them, is a nightmare I have asked to cancel and refund under their breaches in 3 separate emails (each of which take days to a week to get a reply to) as it stands my subscription still isn't cancelled, and I have been told their kit is not refundable despite their multiple breaches. So personally, I would advise go to the dentist and dont take the risk with this company.

First of all, I ordered in April. It is now september and I still haven’t received my product. Not only that, they rarely reply to emails and still took my money. The customer service is terrible and only replies when you request a refund and literally go out their way to not give you your money back. I am still fighting this. This company is terrible and I think all their reviews are fake. Be cautious!