New Smile has been very easy in some aspects and challenging in others. Pros: Easy sign up, clear delivery and instructions on mold making, easy payment system Cons: Difficult to reach customer s... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Rache Was excellent, always available with a few calls. She is extremely patient and thoroughly proficient at her job. I knew of she was helping me with every step all my questions would be answer... See more
Company replied
The customer service rep Sofia kept me updated and well informed on the progress of my night guard order. From the beginning with the impressions, checking with the lab to see if the impressions we... See more
Company replied
My Impressions Kit contained trays that were too big for my mouth ( Medium). Honestly, I spent several frustrating hours trying to make practice impressions. I finally decided to contact customer serv... See more
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Company details
About NewSmile
Written by the company
NewSmile provides the most value with at-home invisible aligners for teeth straightening. We focus on clear aligners and retainers, providing customers with straighter teeth for up to 75% less cost. Our clear aligners have helped thousands of people gain more smile confidence. Doctor-directed at-home clear aligner & retainer treatment.
What you'll get:
✓ All of your clear aligners
✓ One set of retainers
✓ Whitening foam
✓ Aligner carry case
✓ Chewies to help wear your aligners
✓ Clear aligner removal tool
Get straighter teeth in only a few months, and do everything without any office visits. Choose between day time clear aligners, or night time clear aligners. What's the difference?
Day time aligners:
• 22 hours of wear time
Night time aligners:
• 10 continuous hours of wear time
Get 7-days of support and achieve the dream smile you always wanted, and maintain it for life with our affordable day or night time retainer plans. Finally, straighten your smile with affordable clear aligners!
Contact info
3.9
Great
771 reviews
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This company invites their customers to review, whether positive or negative
Replied to 89% of negative reviews
Typically replies within 48 hours
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Customer service is excellent
Customer service is excellent! Sofia always gets back to me quickly and with informative answers when I reach out to her with questions. I feel very confident with this company making my retainers.
February 17, 2026
Unprompted review
Reply from NewSmile
Hi Leslie,
Thank you so much for the kind words and recommendation!
We’re so happy you had a great experience, and we’ll be sure to share your sweet feedback with Sofia!
Aaron provided good support for my…
Aaron provided good support for my request in a timely manner. Thanks and I love my night guards!
February 17, 2026
Unprompted review
Reply from NewSmile
Hi Mathieu,
Thank you so much for your kind words!
We’re thrilled to hear you’re loving your night guards, and we’ll be sure to pass along your appreciation to Aaron.
A little good, a little bad
New Smile has been very easy in some aspects and challenging in others.
Pros: Easy sign up, clear delivery and instructions on mold making, easy payment system
Cons: Difficult to reach customer service, unclear on progress steps
Overall would have preferred using a Dentist for aligners but I paid fully and have committed.
February 13, 2026
Unprompted review
Reply from NewSmile
Hi Anthony,
Thank you for your honest feedback!
We’re glad the process was easy and truly appreciate your insights — we’re here to support you every step of the way.
They seem overwhelmed but maybe improving
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.
February 12, 2026
Unprompted review
Reply from NewSmile
Hi David,
Thank you for sharing your feedback — we truly appreciate it.
We previously reached out via email to gather more information so we could look further into your case, but we haven’t received a response yet. That said, we’ll take your comments as a valuable opportunity to improve our service.
Thank you again for your patience and honesty.
They didn’t fit
They didn’t fit. Took two months to revive them and they didn’t fit. After fighting with customer service for the past two weeks they are sending me new molding kit. Which they wanted to charge me for till I complained and now sending for free. Your company is terrible and will never recommend someone to use your trays.
February 2, 2026
Unprompted review
Reply from NewSmile
Hi Todd,
Thank you for the information provided — we truly appreciate it.
Please keep an eye out for a reach-out from one of our team members, who will be connecting with you to discuss the next steps in assisting you with your concern.
Everyone I’ve had an issue they…
Everyone I’ve had an issue they addressed it. I’m glad I went with them. My teeth are definitely moving.
February 10, 2026
Unprompted review
Reply from NewSmile
Hi there,
Thank you so much for sharing!
We’re thrilled to hear you’re seeing results and that our team could help along the way.
Keep up the great progress!
Reply from NewSmile
Hi Yingfei,
Thank you so much! We’ll be sure to share this with Joanna.
Customer service is very professional…
Customer service is very professional and answers any questions I have in a timely manner
February 5, 2026
Reply from NewSmile
Hi Dana,
Thank you for your kind words!
We’re happy to hear our customer service team has been professional and responsive to your questions.
Agent is nice and listening
Agent is nice and listening, problem solved and well explained. Telephone line quality can be improved, it was static.
February 6, 2026
Unprompted review
Reply from NewSmile
Hi Liang,
Thank you for your feedback!
We’re glad to hear our agent was helpful and that your concern was resolved.
We also appreciate the note about the call quality and will work on improving it.
Over all its a pretty simple process…
Over all its a pretty simple process however there always seems to be a little miscommunication and/or a lag if communication between all the different people
February 5, 2026
Unprompted review
Reply from NewSmile
Hi Bea,
Thank you for your feedback!
We appreciate your patience and are working to improve communication across our team to make the process even smoother for you.
It’s been 9 months and I still don’t…
It’s been 9 months and I still don’t have my children’s aligners. Communication has been poor.
February 2, 2026
Reply from NewSmile
Hi Thomas,
We’re sorry for the delay and appreciate your patience.
Our team will be reaching out shortly to assist you with your concern.
Top Notch Customer Service
Couldn’t get the website to load on my browser for some reason so called customer service and spoke with Ms. Raych. She text me the link super fast and stayed with me the whole time until my order was completed and verified. Super nice and friendly and patient 10/10
February 3, 2026
Unprompted review
Reply from NewSmile
Hi Brett,
We’re so happy Raych could turn things around for you!
We’re glad she was there to guide you through to the finish line.
We’ll be sure to share your 10/10 shout-out with her—she’ll be thrilled!
Thanks for the support!
They never forgot about me
They never forgot about me. And if they did, they made up for it. Really great customer service. They're patient and took the time. Marion and Joanna, BIG thank you guys.
January 5, 2026
Unprompted review
Reply from NewSmile
Hi there,
Thank you so much for this wonderful feedback!
We’re truly happy to hear you felt well taken care of.
Marion and Joanna will be delighted to know their patience and dedication made a positive difference.
We genuinely appreciate your kind words and support.
Sofia was great!
January 1, 2026
Unprompted review
Reply from NewSmile
Hi Ezmey,
Thank you for the kind words!
We’ll be sure to pass your praise along to Sofia. It’ll make her day!
Received the wrong retainer
When I received the wrong retainer, Joanna was quick to reply, provide me with a return shipping label, and get my retainer shipped out as soon as possible.
January 30, 2026
Unprompted review
Reply from NewSmile
Hi Tanja,
Thank you for your kind feedback!
We’re happy Joanna was able to assist you quickly and get everything sorted right away.
Communication could improve
i just finished a 12 month aligner treatment. No one asked for pictures or how I felt at the end of the treatment program. No one reached out to let me know that it was time to order retainers. Once I ordered them on my own, it look a month to receive them. Overall, my teeth are straighter but communication was not perfect.
December 1, 2025
Unprompted review
Reply from NewSmile
Hi Tracy,
Thank you for your honest feedback.
We’re glad you’re happy with your results, and we truly appreciate you sharing this with us—it helps us improve our communication and provide a better experience moving forward.
Reply from NewSmile
Hi Yohanna,
We truly appreciate the kind feedback—happy to help anytime!
Good understanding of my problem and…
Marion gained a good understanding of my problem and shared acceptable steps towards resolution. Great experience overall.
January 27, 2026
Unprompted review
Reply from NewSmile
Hi Dilshad,
Thanks for the feedback! Happy to hear you had a great experience.
Queen Jenny the Bold and Fair
Jenny was great. Jenny was my smile attendant. Please give Jenny 1. More money. 2. More vacation. 3. Less responsibilities. 4. Give Jenny a couple more smoke breaks. 5. Buy her lunch. She was great. Fantastic. Legit super hero. If my demands aren't met for Jenny I will go into a mode akin to Liam Neeson in the movie Taken, and I will find you. So help me. Anyways thanks other than the delay on shipping pretty dope sitting with my trial aligners right now to fix my goofy smile, maybe my wife will love me again after my teeth are fixed. Maybe my dad will come back from getting milk and cigs. Maybe my mom wont hate me any more. Will update in the future. Much love homies ❤️
January 28, 2026
Unprompted review
Reply from NewSmile
Hi there,
Thanks for the epic review!
Jenny will love this, and we’re happy your smile journey is off to a great start
Excellent..
January 28, 2026
Unprompted review
Reply from NewSmile
Hi Vikki,
Thank you so much! We’re thrilled to hear you had an excellent experience. 😊
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