NewSmileReviews of newsmilelife.com

I have ordered in april and still don’t have the product. At first it was my first set of impressions were not workable… ok thats on me. But when i did the second set I was told that in the mean time they would get my treatment plan ready for it to be quicker when they received everything. Everything was approved and i then had to approve the treatment plan a month after which i did. Its been over a month with no news on the products being ready to ship so i contacted my rep to find out they haven’t even been produced yet. Super disappointed, here I was thinking by end of summer id be well on my way to a new smile and just to be here wondering if I got scammed out of thousands of dollars

I regret that I gave newsmile a positive review early in my treatment process. Now that I have completed treatment, a course of refinements, and have been working with newsmile for over 3 years, I will say: RUN! Don’t walk, away from this company! They will not provide last names or positions for any of their employees. It is very shady. When you ask to speak to a manager if there is a problem, they simply change the first name they use for communication but ALL communication continues to go through the SAME email address!!! They do NOT keep customer records or dental records accessible. I sent them photos of a gum pocket issue that developed during treatment 2.5 years ago. They claimed to have made refinements to correct the issue which was never corrected. Then they gave me a run-around with blocked communication, bouncing me from anonymous first name to anonymous first name until, 2.5 years later they asked me to re-submit the same photos I gave the dental team 2 years ago! Many times I got communication back from the dental team that did NOT relate to my case at all! It was just generic information!!! I had to correct their errors of fact many times because either they didn’t review my case files or don’t retain any communication records whatsoever. IT IS UP TO YOU TO BE PRISTINE with SAVING COMMUNICATION to prove what decisions were made and remind them constantly about the plan!!! But they seem to have a high turn over of employees so you have to give them a whole history of your case each time. In the end, newsmile claimed the food impaction issue that developed during treatment wasn’t their fault, even though two years ago they claim to have made refinements to correct it (which didn’t work). Because they don’t keep organized records, they also claimed I don’t have credit for a retainer I previously purchased. I didn’t fill the retainer order because I was waiting for further treatment to fix my dental issue (food impaction in the gumline), which they delayed for two years! Finally when I asked for a retainer to replace my original they claimed they had no record of my payment. I will say, my teeth are straighter. And it was a lot cheaper than going through traditional orthodontics. But, everyone be aware that you get what you pay for! If you can afford it, pay the extra to have it done properly! If you can’t afford it, this is HUGELY risky. You may walk away with another problem it will cost to fix and newsmile will give you all kinds of false information to keep you confused and not taking the steps you need. Regardless, whatever money you save will translate to a cost of a ton of time and grievance working with Newsmile! I am sorry if my initial positive review drove customers to newsmile. As soon as I can afford it, I will be transferring my orthodontic care - retainers for life- somewhere else.

DO NOT GO HERE! I called and scheduled an appointment in advance. I asked if they cover my insurance and gave them my number and they said they do. My medical insurance card says Anthem Blue Cross but the medical is HMO and the dental is PPO. When I go in person to the appointment I was in disbelief by the guy at the front desk. First, he had no respect for the patients. He was on the phone for 10min and just walked away without acknowledging anyone in the line waiting. He was very rude to the guy in front of me about rescheduling his appointment and then when it was my turn and he asked for my medical card he immediately told me that they don’t take my health insurance when he saw my medical card said anthem blue cross. “We don’t take anthem”. I told him I called ahead and they verified they take my insurance and I gave them my number. He refused to call the insurance company. He said I would need to call them to verify. I told him I already did. But he didn’t believe me. Then he told me I wasn’t on the schedule for today anyways which is absurd because I had already booked the appointment. He just wanted me out. The disrespect for the customer was unreal. It was my only day off for a month straight from the fire department and he could care less. Avoid at all costs!

Do not use this company. They are refusing to refund an order I placed 9 months ago that they never sent. They keep passing around my complaint to different people, refusing to escalate the issue and refusing a refund. This is now the third time I have had an issue like this. They have no option online to cancel recurring orders and their customer service team doesn’t respond to emails. Extremely poor.

STAY AWAY. I became a customer in February 2026 and started the payment plan. It is now August 2026 and I still have not started treatment, and I’ve paid over $600 at this point. So many things have gone wrong I wish I had never signed up for this. They sent me the wrong size trays for impressions. It took forever to get my trial aligners. Once I said I got them and they fit, it took more months, not weeks, for my 3D rendering. I “upgraded” to night aligners, another $100. They then send the 3D, I approved it, they said they were shipping out my treatment in another 4-5 weeks. THEN I got a new invoice like I haven’t been paying all along asking for the full price of treatment (or start a payment plan). Absolutely not. I called, no one answered. I emailed, no response. No aligners, no whitening kit, nothing. I’m disappointed and frustrated. A lot of their customer service is AI. I could never recommend this company/experience even if I ever do get my aligners and do treatment, this feels like a total scam.

Purchased two sets of retainers and after 6 months of back and forth and sending in my molds and being told they’re not good enough and starting from step 1 four times I finally got my finished product which was only one retainer when it was supposed to be two. I reached out for 2 weeks regularly and could not get a hold of anyone despite the fact, I was always able to previously. Once I finally got a hold of someone which took quite a bit of doing they stated I only purchased one set even after I sent screenshots, indicating that I had in fact purchased two. I am going to be looking into doing a charge back on my credit card however due to their absolutely piss poor customer service. I have a feeling that it is past the point due to it being six months that I’m gonna be able to successfully do a charge back. Do yourself a favour and go through your dentist as not only are you going to get a better product? You will also have it in an acceptable timeframe and it is not worth the small amount of savings that you will get through New Smile. Stay far far away - I cannot stress this enough.

I finished my aligners after about seven months. I followed all instructions, and my teeth are more crooked than before. My molars are also now misaligned making chewing a bit painful. I’ve asked for a full refund and have yet to hear back.

I ordered an at-home impression kit from NewSmile. The website indicated the kit would include two tray sizes, but I received two identical trays that were both too small — my teeth wouldn't stay seated no matter how carefully I followed the instructions. I spent over an hour trying before realizing the trays themselves were the problem. When I contacted their impression specialist Rebecca for help, she confirmed in writing that the trays were too small. But instead of fixing their error, I was told I'd have to pay an extra $15 plus shipping for replacement putty to try again. When I asked for a refund instead, I was repeatedly redirected and pushed to continue rather than having my request honored. Communication was slow, with multi-hour gaps and a message that didn't even go through. I was patient and reasonable throughout, and still couldn't get a straightforward refund for a product that didn't work as described. Based on my experience, I would not recommend newsmilelife.com