NewSmile Reviews 

So after contacting NewSmile, they finally fixed the problem and I was able to receive a refund for the aligners that I never received. Even though I was looking forward for my aligners I'm happy that they were able to help me!

Joanna replied expediently with a link to order my kit and let me know assistance with making my impressions is available.

I need only to ask.

I spent £1500+ on aligners for my teeth. Before paying I was sent an image of what NewSmile expected my teeth to look like at the end of the treatment. I was happy with the 3D image that was sent so i agreed and paid. I followed every step with the guidlines provided, sent images to ‘experts’ every 2 weeks. Fast forward to the end of my treatment.. my teeth were nothing like the 3D image they sent me. I was unhappy therefore requested another impression kit so that they could see my teeth were nowhere near the final result image (I’m not exaggerating when I say this..it took them 8months to send me an impression kit as they were moving offices so they had no address to send them back to!!!). After the 8 months of waiting they emailed to say they received my impressions and they were happy with the results!!! They covered themselves by saying in the small print my teeth only need to look 85% like the final image to be deemed a successful treatment course. I’ve tried for months to get further aligners to straighten them further however newsmile demand an extra £500 for ‘final adjustment aligners’. So I’ve refused to pay even more money for an issue that is entirely their fault! My teeth definitely were not 85% like the expected end result.

Marion was very helpful in the process of new retainers

DO NOT BUY!!!!!
Firstly no 3d scanning, they send you a kit and expect you to do it all yourself without professional help…….
That’s not the worst, the last couple of pairs broke on the exact same tooth…. They finally offered in person check and scan… in a month….. with all the aligners broken including the last step of retainers …. They messaged me to say that my scan shows not wearing the aligners….. I messaged back many times to explain that they all broke and I had to wait a month for my appointment- then they kept charging me £200 for retainers and they kept sending me retainers from that last scan meaning they were all crooked!!! I kept messaging and asking to stop charging me and sending me crooked retainers!!!! They messaged to say that they had already made them so they won’t refund… and charged me AGAIN in six months!!!!!! STAY AWAY!!!!! Invest £££ do NOT WASTE your money and your health as now my teeth started moving back but they look worse and hurt!!!!!

I have been attempting to contact New Smile’s customer support for several weeks without receiving any response. My year-long experience with this company has been extremely stressful, and I regret choosing this service. At this point, I would rather pursue traditional braces than continue dealing with the lack of communication and failure to provide my aligners.

It seems that my requests for a refund are being ignored, which has been deeply frustrating. I strongly advise others to be cautious before considering any services with this company.

Just moved to Canada and looking for retainers. Newsmile seems reasonable, may purchase in the future.

One of the worst companies I’ve ever had to deal with in my life!! Their product doesn’t work and it’s an absolute faff to get in touch with them and to follow their instructions. Even if they mess up the end product, they don’t refund you. Stay away!

Great product for great value. Saved so much money by going this route and my teeth are perfect.
Sometimes it is a bit frustrating to have to deal with customer service, however, Elizabeth was extremely helpful! Would definitely recommend.

Horrible experience. Even with the person guiding you they made me do the impressions a bunch of times to get more money. Process to get refund took more than the 90 days that they states in their policy. Good luck to get in contact with them. They took $399 from my refund stating that was for the impressions (the ones that they made me do it a bunch of times), and had to keep sending emails to track the refund as it took more than 90 days. Horrible company, do not recommend at all!

I’m almost done with my aligners! I’m having an issue with my last step and NewSmile is right on top of things! So happy with how my teeth are turning out!

I’ve been having trouble making a good impression due to a small tray. It takes a lot of time to get a response from the team . It’s really frustrating. I wished I had gone to a physical dental center to get my aligners . I don’t recommend

I needed to cancel my subscription. Marion was very helpful and quickly dealt with the cancellation and issued a refund. She was very pleasant and made the process easy.

There was some confusion at first since I had 2 separate orders, but Mish helped me get everything worked out. I definitely recommend Newsmile to anyone who wants straighter teeth for less money.

I just moved to canada and I’m interested in retainers.

It seems like this is so much more affordable than going to a dentist.

I’d love to try these out!

I really did not expect NewSmile to send me a replacement retainer set for the mistake I made, without charge.
Outstanding!

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.

Great service, especially from Joanna, my New Smile rep. She helped me through several questions and concerns which were resolved to my success. She and the entire New Smile Team made my experience a very positive one. Thank you Joanna and everyone who helped.

Justin was helpfull in making the process work

Marion was a great help to me.