NewSmileReviews of newsmilelife.com

the early feedback loop after an order was quite extensive and complete. when i received the mouthguard kit i followed the instructions. The tray is too small / narrow for my back teeth. I called to talk to support, talked to 2 people, and am now being escalated to the impressions team, who will email me back with follow up instructions. The support is fine, 5 stars, the 3 star rating is for the product management team for not supplying some type of measurement tool prior to / during the order stage so that they ship the correct sized trays the first time. There is a not insignificant lag between ordering, receing the kit, then sending the kit back, they make the guard, then send that finished guard back, so adding additional to get the right sized tray is a not insignificant product management miss. Another small nit, the intro email says to use SMS for any questions. I used it, no response over the weekend and into first business day 11am ESt...so I called and got them by phone.

Edit: NewSmile has now fully refunded my order. Thank you to Elizabeth for looking into my case. Although the initial experience was very frustrating and communication was slow, their team did eventually step up to make it right once the issue was escalated. This is my first time ever writing a review but I feel like I have to. I had a terrible experience with NewSmile. They sent trays that were too small, charged me extra for a replacement, and then had two different staff members give me conflicting advice. I waited months for an update and had to chase them for it. One staff member confirmed my second set of impressions was "good enough," but after waiting 10 weeks, another representative claimed they were "unworkable" and demanded even more money. I had countless back and forth emails saying the same thing and they still wouldn’t budge until they eventually gave me a partial refund. I saw another review saying the same thing too. The nerve to beg me to stay with them when I repeatedly said I don’t want to. I ended up going with SmilePath and they started making my retainers within 2 weeks, when NewSmile took 4 months to give me NOTHING. They have withheld $79 of my refund to cover "kit costs," despite the kits being unfit for purpose or delayed by their own dental team's assessment. Extremely poor communication and zero accountability. Save your money and go elsewhere.

I ordered a set of aligners back in December 2025. The first impression kit to create the molds never got to me. They sent me a replacement with treys that were too small. When I finally received the correct size treys, the putty impressions were not well enough to create the molds. I gave up and asked for a partial refund, agreeing to pay for the treys that did't work. The sales team and the aligner experts keep referring me to support team, who do not contact me at all. When I call the customer service number on the website, the call either drops after 5 seconds or never gets picked up. This feels like a scam. Update: The refund ticket was finally created. Turns out the support has been trying to call me thru a 1-888 number that gets blocked by my carrier, but never left a voicemail until now. Somehow the impression specialists were always able to reach me via text, but the support team did not. When I finally replied to an email and then called, the issue was resolved.

They seem overwhelmed. I never got the video call for my impressions, I was told to do it myself, the impressions were rejected, and then I was asked to pay for replacements. That was 8 months ago and I still haven’t been able to get through to customer service until just now. I called but the call was dropped and, to be honest, they reached out by email to follow up. Finally, not by call but in the chat, Aaron was very helpful and a new kit is being mailed to my new address, free of charge. Perhaps they’re more on the ball now and less overwhelmed. I hope so. Cautious optimism. Edit: I’m still looking for the email they say they sent to me in their response to this review. They definitely need to improve communication. I received new impressions. Hopefully this will go well.

I had to stop using the aligners when I got to level 10 due to increasing discomfort and dental issues that ensued, including Peridontal disease (there were 18 steps total) so the retainers they include at the end, I never got to use and now my teeth have mostly shifted back to original and I have additional dental issues and have to go to in for deep cleaning and planing 4 times a year. I wish I’d just gone to the orthodontist. I had beautiful teeth I just wanted to close a gap and a slight overbite. Now I have an issue that will never go away

It took way too long. The initial instructions with impression kit were missing and then after emailing, it took several days before someone got back to me to say they weren't the right person to contact; then oh watch these videos. I would see something stating 4-5 weeks and then after a few weeks another thing needs to be done and then it would say 3-5 weeks again. I wrote a couple of emails that seemed to remind people or something. I started this in Dec. and just got the aligners a few days ago.

I've been looking for re-aligning my teeth for some years, asking questions to each providers, and NewSmile made it out of the lot. I've had back&forth with NewSmile for about 2 years, because of my specific case, I managed to find a clinic to do a 3D scan, provided it to them along with pictures, but never got a clear commitment/Care plan to make sure they would be able to address my needs. Recently, they told me the care plan would come after I pay first. OK, fair enough, I just asked for a guarantee that if the care plan doesn't fit, I would have a full refund, which they agreed to. So I paid ... And then nothing, no more reply to my emails, no more "customer care", nothing. Giving them another week or two and I will fill a complain for fraud/scam. Will -obviously- edit this post if/when they come back with explanation (and the care plan) as requested. EDIT 11-Feb: Finally received an answer, asking me for details, documents, etc ... apparently they deleted my file, so I sent everything again, and now waiting for the treatment plan proposal to see if it fits my expectations (it would have been better to have it *prior* to engage) or getting a full refund as they committed to. Added 1 star. EDIT 15-Mar: They seems to be "working" on the file, asking question, responding to mine, it seems there is a problem preventing them from proposing a plan, but it looks like they are still working on it. +1star

Mish was exceptionally helpful. I was having a "putty-problem" and he directed me through several steps to ensure I was following protocol. When things still didn't function properly, he arranged to send extra putty, to ensure my impressions will be done with no more "putty-problems" ;-) Thanks Mish! I appreciate your going above & beyond.