NewSmile Reviews 

Great service thank you so much

TL/DR: Newsmile worked great for me and I’m super glad I tried them as I saved so much money. But communication wasn’t great and if issues had arisen, it could have been frustrating. You should weigh up the pros and cons.

I had a small gap and wanted to straighten my teeth; even though it would have been a super easy and short process traditional orthodonists were going to charge £3,500+. For basically a third of the price I gave New Smile a go and it worked great!

Pros:
- My teeth look great, the treatment worked well and was pretty easy to follow.
- I got my impression kit very quickly and got my aligners about a month later. I see lots of people had issues with the delivery which I worried about, but wasn’t an issue for me.
- They were super cheap compared to traditional Invisalign, so if you have a fairly minor correction needed I do recommend trying a cheaper company.
- Getting all aligners at once was great and the process took about 6 months.

Cons:
- The impression kit was difficult, and my video call didn’t help. Luckily I got it to work in the end but looked into going to an in person clinic and they seemed to have no appointments.
- Communication. Some emails were never answered. They don’t have a central office, and it seems pretty sketchy. Like I said, everything worked out but if I’d had an issue (like I see others saying here) I think it’s likely it would have been difficult to resolve.
- Absolutely no communication or check ins throughout. This was fine for me as I knew what to do and everything went fine. But having a check in now and then/means of asking questions would be good.
- Trying to control reviews. After the impression call I was asked to give a review even though I hadn’t received aligners yet. I saw a bunch of reviews praising the impression call (which wasn’t great for me anyway) and this didn’t help. I wanted to know how the aligners worked, not how some virtual call was pleasant!

Overall I do recommend them if you’re looking for a quick and cheap(er) fix. But be aware of possible communication issues and ensure you can guide yourself along the alignment process.

Thanks for your help! The retainers for my husband fit just like ones from his clinic!

Excellent replacement retainers just like the ones that I had with Invisalign - massive savings!!

I hate writing bad reviews but feel I need to in this case, if I can save others who may be reading this from having a similar experience! I have ended up going elsewhere for my retainers (and paying again) as I needed a replacement by June, and despite starting the process in December I couldn’t get a retainer made in time due to the length of time between replies and the difficultly getting a response from anyone at NewSmile. I requested a refund for the impressions kits when it became clear I wasn’t going to get my retainer on time due to a lack of communication. I paid over £100 for these and am now out of pocket as I’ve been told these are non-refundable because it was my decision to go elsewhere, however I feel I was left with no choice when my emails and calls weren’t answered, sometimes for periods of weeks. There’s something seriously wrong with the communication from this company which is such a shame as I’d have happily stuck with them otherwise.

After having a pretty good experience with New Smile initally, I am now feeling pretty let down by them. I completed my last set of aligners and was left with a straighter smile then before, however it was still not completely straight and I had a few gaps. I raised this with new Smile a few times and never received a response. I have finally had some responses recently regarding this and it seems that they aren't able to guarantee the Smile if you don't adhere to the plan EXACTLY. This includes wearing each aligner for exactly 2 weeks and upload required photos every 2 weeks. I missed some photos some weeks and I wore some aligner pairs longer than 2 weeks in some case my teeth didn't feel like they were ready to move onto the the next aligner. Also, sometimes it would take them a few days to let me know I could move onto the next set so realistically I would never have been able to stick to the 14 days. Unfortunately it seems New Smile can use this as a technicality of getting out of the new smile guarantee.

Retainers turned up when promised and they fit this time which is great
Thankyou

After a stressful start and waiting for my scan I am delighted with my results so far. I’m now on step 9/15 and my teeth have transformed! I was dubious as to how it works but already I am feeling more confident in my smile. The team can be a little slow to reply but are so friendly and accommodating. In 12 weeks I’ll have perfectly straight teeth!

UPDATE: over 2 months since I wrote this message and I still haven’t had a response from customer service despite me chasing them. Avoid at all costs!

I started my NewSmile journey around this time last year and opted for their nighttime aligners. From the start, the experience has been stressful and poorly managed.

First, I only received half the batch of retainers I paid for. When I contacted customer service to get the second batch, it took weeks of chasing before they were finally sent. Once I had them, things proceeded okay—until I reached set 17 out of 20.

At that point, the aligners began pushing my teeth downward rather than into proper alignment. One of my lower teeth has now been pushed much further down than the others, and a top tooth appears to have shifted upward. This is very concerning, as I don’t know if this can be easily reversed. My teeth are also still misaligned - which is extremely disappointing.

I immediately contacted customer support and sent through clear photos. After more chasing, I was told I needed to send all my aligners back before they could assess the issue. Then, incredibly, they told me I couldn’t send them back because they were moving facilities and couldn’t accept returns—offering no clear timeline or next steps.

It’s now been 7 weeks since I raised this, and I still have no resolution, no active treatment, no refund, and no clarity on what happens next.

Please avoid this company at all costs. It might be cheaper upfront than other options, but the cost comes in poor quality, lack of professionalism, and almost non-existent customer support. I deeply regret choosing NewSmile.
Order number: NS6275UK

avoid. they did not give me a copy of my contract, nor their company name and address, i want my money back as there has not been any meaningful activity by them for about 9 months, they denied me a session for taking my teeth impressions, they did not send me instructions nor a box to deliver them the teeth prints. i had to find out a denrist for interdental reduction and paid for it, totally uselessly! and they will not warn you your teeth may get wobbly or you will lisper.

I had issues with my mould so I emailed the support team and Elizabeth told me what went wrong, what I can do and that a replacement mould will be getting sent out.
She was very helpful

Disappointed with NewSmile!

Order - NS8688UK

I ordered two sets of extra-thick retainers for £99 last year and still haven’t received them after six months and three sets of impressions. Each time, I faced delays, missing return labels, and poor communication—WhatsApp and email replies took weeks, if they came at all.

Despite spending over £170 and putting in a lot of effort, I’ve received nothing, and my teeth have shifted. I can’t recommend NewSmile—consider another provider.

Extremely difficult to get in contact when issues arise and terrible customer service. I ordered and paid for a retainer two months ago, it still hasn’t shipped. I had to email dozens of times before getting a response. The responses are vague excuses with little to no attempt to solve the problem. I had similar issues with poor communication and shipping delays during the course of my treatment. My results were not good enough to warrant the hassle.

Edited to add: this issue has still not been resolved. It’s now been 14 weeks since I paid for this retainer and I have not been given any updates on it’s status and I have been told that a refund is not possible as my order is “already in process “. Don’t waste your money.

Avoid!!! So I ordered my retainers in January. I still haven't got them now in June. They just sent me a partial refund after 5 months of trying to hear back and get it resolved. I paid for the return shipping cause their label didn't work. I spent a month trying to get the 121 they tell you to get before sending back the in-prints (I never got it). I've asked for their business address as advised by citizens advice for my case and they won't tell me.

Their phone number also doesn't work. I've sent so many emails and WhatsApps etc and had barely any responses. They just randomly sent me £62 after promising me a refund and apologising last week (only took five months). I asked to cancel my subscription and they only paused it (I believe it's now cancelled after the email last week).

I've raised a case with Shopify, Citizens advice, trading standards and my credit card company. But it's only after all this I even got a partial refund for something I never received.

Update: they are charging me for the cost of the in-print kit for the braces they never sent, which is why I'm getting the partial refund. They also told me yesterday after five months that the in-prints were wrong. Not true (and they didn't give me the 121 they say you need for them) as they previously told me it was because they were taking work from other closed down aligner companies. They say anything.

If anyone has their business address I would appreciate it, I'm using their distribution centre and their company house address to begin my proceedings, as they won't give me their address. I'm not sure the company house one is correct as it goes to a paid for address and the filings don't seem quite right. (New smile if you respond to this, don't apologise, just give me your public business address)

DO NOT PURCHASE FROM THESE GUYS

I initially placed my order on the 29th of november 2024. They took long to send out the moulds and then didn't bother to send the return label. It then took them till January 3rd 2025 to send a working label after requesting it for ages.

I then shipped out my moulds and they didn't reply to me till march 19th 2025. At this point its almost been 4 months.

They then claim that the moulds weren't correct and I need to PAY EXTRA for more moulds.

I told them I'd like to cancel this and process a refund. They replied so late in between each email that its been over 5 months now and they claim their policy states no refund over 5 months.

HOWEVER, they caused a delay of 4 months themselves from neglecting my moulds. They themselves said this about why it took so long to reply to me:

"We sincerely apologize for the lack of notification regarding your impressions. Unfortunately, there was a broken automation issue that prevented us from informing you sooner." - March 19th 2025.

So they are now refusing to refund me after the poor service and poor communication and the 4 months delay they caused. Their claim is its been over 5 months now although 4 months delay was caused by them.

Highly would recommend STAYING AWAY from this company, seems like deliberate scam by delaying emails till 5 months so they can claim its gone over their refund policy time limit.

I will be escalating this further with my local ombudsman who will deal with these SCAMMERS if no refund is processed!

Update - not sure how to reply to you with my order number so i will add it here: NS7765UK

Please process the refund, i dont want to continue with you guys. Thanks.

UPDATE 2: They did NOT resolve my problem and return my money. Instead they are BLAMING ME and saying its over the 5 months when it is clearly due to their delayed replies.

DO NOT BELIEVE THEIR APOLOGIES, they are unapologetic liars and scammers. This is being reported and they will be in contact by ombudsman.

This company is a scam. They do not provide the retainers, after I have sent countless of emails they say they will give a refund but no one responds and no refund given. It’s been months and no reply. My teeth have now moved after my treatment because I waited so long for this.

I purchased on 11/11 and after very confusing, terrible interactions with Ivy that conflicted with messages I received on Whatsapp and e-mail from NewSmile, I asked for a refund without receiving anything from NewsSmile on 11/19. They promised me initiation of the refund on 05/12 after weeks and almost 30 e-mails from me helplessly trying to get someone from NewSmile to help me and respond. I checked my bank statement for the month only to find that this was never refunded to me despite being promised the refund and they sneakily just kept quiet about it. If this isn’t fraud, I don’t know what is. PLEASE DO NOT ORDER FROM HERE UNLESS YOU WANT TO LOSE YOUR MONEY. AVOID THIS COMPANY AT ALL COSTS. NewSmile, I am giving you a final chance to respond to my request to refund me the £1049 I paid that you are still sneakily keeping. If I do not receive a response here, I will file a case against you and I will win because this is completely cheating a customer. Your customer associate Shaira was the one who on 26/11 said she was initiating a refund that will be credited back to me on 05/12/2024 and hasn’t been done until now. It is now end of April. Almost 5 months have passed. If this isn’t cheating I don’t know what is. Please respond and follow up with my multiple emails this week as well. My Order No. is NS7608UK. If I don't hear back by end of week with a refund, filing a case. There is a limit to testing your customers.

If I could give this company no stars, I would.
Communication has been extremely poor throughout.
I placed my order in November 2024, and despite immediate obvious concerns in lack of communication, I decided to give them a chance. I was referred somewhere else for a scan, this other company called me to let me know they do not do these anymore and had told NewSmileUK this numerous times.
I was asked for the same information 3 times (basic contact details), and pointed this out to them that i had already provided this numerous times.
In January they finally found somewhere (40mins drive away) to get the scan done (end Jan 2025), I took time off of work for this to get there as not open weekends.
As i waited for this to come through to them, i asked them if i needed to do and send back the impression kit but was told this wasn't necessary since i had done the scan.
21st Feb, i was told the scan was not workable, and that I needed to go back and pay to have another one.
At this point I had had enough and after some to and fro, I requested a refund on 26th February.
This wasn't acknowledged until 4th March, when they said they'd pass the request to the refund team and they would be in contact asap.
13th March i heard from the refund team to say they have initiated a refund case and would do their best to expedite it.
I chased for an update 20th March, no response. Chased again on 26th March, no response.
Emailed 28th March to let them know i had raised it as a retail dispute with by credit card company.
Only them did i get an email back (9th April) stating that my refund case is currently under review and will be in the queue for a refund 5th May.
They also told me that if i raise as a retail dispute then this process would take 75-90 days - which is a poor attempt at a lie and bullying customers in to staying quiet and being hopeful that they'll ever see their money again.
I've walked away now and left it in the hand of my credit card company with all of the email correspondence sent over to them.

NewSmileUK may be cheaper than other companies, but it's only cheaper if you actually get the service and product, otherwise it turns out to be a lot more expensive in time as well as money.

STAY CLEAR OF THIS COMPANY.

This business is very shady. Prior to placing an order, I received prompt responses. I've since ordered an impression kit and was expecting (as advertised and listed on their website) a box with all included items. Instead, I got a plastic bag with trays and puddy. No instructions, no spacers to take photos - just trays and puddy loosely in a bag with a shipping label on it. This is false advertising and not at all what they claim on their website. They're now telling me I don't qualify for a refund, even when they sent me this rubbish...i live in canada - avoid this place! Reporting to credit card company.

This place is a scam