NewSmile Reviews 

Mish has been relentless in working through some unusual failings with NewSmile's processes and has made me feel like his most important customer for weeks now, he truly is an extraordinary service professional!

Please clone Mish 🤖

My wife is till awaiting her final set of aligners which are now several weeks late despite NewSmile taking the money.

I have repeatedly phoned, emailed and messaged via social media but no response whatsoever.

I am happy to amend this review when we receive the product paid for but I would urge all potential customers to exercise extreme caution.

customer service was great. got my questions answered really quick by Mish. thanks!

I have been so stressed with the back and forth emails trying to find a solution. Mish was genuinely the first person to take initiative, he ensured we made contact, and that my issue was resolved in a professional, friendly and efficient manner. He is incredible at de-escalating and just asked good guy and good employee.
Very excited to give NewSmile a try.

All transactions have been very late with this company. Very untrustworthy. My aligners came months late and now the same thing is happening with my new retainers. I wish I didn't start with this company.

In the beginning, I did not have a good communication experience after I had asked for larger uppers. Then I was transferred to Mishaal, who was on the support team. He was responsive to my concerns, sent me the larger trays, and addressed a problem with a defective toothbrush. All my concerns were fixed in a timely manner and truly restored my confidence in New Smile. I sent my molds in on Friday and am eagerly waiting to see what the next steps are. Thank you Mishaal.

I’m still waiting on my last aligners and haven’t had no response from my emails as to when they are coming I’ve been wearing the same aligners now for the last four weeks

I have had nothing but issues with this company. They took a payment from me months ago, failed to send the product out, confirmed to me that the product was still at the warehouse, and then stopped all communication after assuring me that it would be shipped out the following Monday. I've had no communication from them for over a month despite multiple attempts to reach out, and the product has STILL not been shipped to me. I feel like I've been scammed.

I have been waiting for my treatment preview for over a month now. I had been sent a WhatsApp text by Newsmile on 25 March informing me that my treatment preview was sent for approval via email, however I have not received anything (not even in my junk folder). I struggled to reach them by telephone (their contact number on WhatsApp is incorrect), but had replied to the text they sent me. They replied the following day telling me that my treatment preview is going to be created and sent to me in 4-5 weeks. In the meantime I had sent an email to the Smile attendant (Joanna) and she told me that my treatment preview was in fact ready and sent me the link, which was such a relief knowing I didn't have to wait another month to receive it. I'm glad that I've had someone like Joanna I could reach out to that has been incredibly helpful. I hope to receive my aligners in the next few weeks.

I have been trying to get a spare retainer for over a month now. I have reported the company to the Quality Care Commission now. I have paid approx £200 for retainers and not received any or any responses to my emails. Tried to call them as well and they don’t pick up the phone. I have now been straightening my teeth for 2 years including refinements. It’s a total waste of money if I can’t get retainers as my teeth do move back a little during the day. Wondering if they’ve gone bust ?? Order no NS7861UK

Great to have warning that new retainers are arriving.

The new smile team had always provided a very good service. However I did become a bit concerned when there’d been a delay in replying to my chase up emails to an issue I’d raised. This said, about a week ago, Anna, a team representative picked up on my case. She was really good and resolved my issue. I’d say the normal high service has been resumed. I’d say to others experiencing delays stay positive the team will resolve in due course.

Finished my course and now have straight teeth (thank you) it’s a tricky process having a foreign object in your mouth for months, discomfort for a bit when changing each set but stick with it as the end results are great. From my experience the customer service and communication could of been better, they send you a mould pack, you video call someone in the Philippines to talk you through it, then send it off to be made into 15 sets of braces, they messed up my moulds the first time and tried charging me £25, I refused to pay, luckily they sent me another mould pack for free, that process took 5 months (quite a long time?) anyway once it was made just keep wearing them, I changed mine every 12-13days and was done in 5 months so total time was 10 months from ordering to straight teeth. One thing I didn’t know was that teeth naturally want to go back to where they were, so I now need to where a retainer for the rest of my life, I wear mine overnight every 2 days, they charge £99 for pair of retainers every 6 months although you get a years worth in your box, I just tried ordering more and looks like they are trying to send me another impression kit? I hope this is not the case. Aftercare contact with them is quite hit and miss.

Still without my Invisalign 4 months later, issues with return labels ( I have still not been reimbursed) bad communication. Issue with my impressions and now this company want me to pay £100 towards a scan. Would not recommend this company.

AVOID! Treatment for minor overcrowding was supposed to take 7 months. Treatment has taken two years and has left me with LOOSE TEETH, two big gaps and an uneven bite. I have been wearing aligners 23 hrs/ day for the whole two years and still have to wear them to prevent other teeth from loosening. The company have taken no responsibility for damaging my oral health and have told me that treatment has been successful! Throughout, communication has been awful and I have never been able to communicate directly with a dentist.

Shocking! Placed an order in the UK whilst they were having website issues.. got a phone call and an email to say the order had not gone through properly and was cancelled and I would need to order again. I decided not to re-order. Then the following month they charged my card! It appears they cancelled my original order and created a new order without my knowledge and then charged my card- both without my permission and not even sent me out what i originally ordered. I’ve emailed multiple times asking for a refund but never had a response. I’ve now had to get my bank involved and still waiting to hear if I will get my money back. Absolutely terrible.

I still haven't received a reply from the company and haven't received my package, which was ordered nearly a week ago.

Scam. Cannot cancel. ZERO response from company for months. 10+ attempts. 0/10. DO NOT RECOMMEND!

NS24726US

I purchased a retainer from them during their Black Friday special in November 2024. As of today, I still do not have my retainer. I only received a replacement after I contacted them in January 2025 to check the status.

They do not offer adjustable trays, and I had to fight tooth and nail just to get a replacement—only to receive an incomplete set! It was supposed to include two upper and two lower retainers, but I only received one of each.

They told me I needed a large size, so I had to pay for a second replacement because they originally sent me a medium. However, the large lower retainer was far too big—I couldn’t even fit it in my mouth! When I requested the one medium lower replacement that I was still owed, they demanded $20 for it!

It’s now mid-February, and I still do not have my retainer. NEVER buy from this company.

Additionally, canceling a subscription with them is a nightmare. There’s no option to cancel online—you have to call or email, and they bombard you with endless questions.

I paid £54 for an impression kit nearly 2 months ago and have received nothing! I have tried contacting them so many times for a refund but have heard nothing. They seem to be great at replying to general queries but absolutely awful when you request a refund for goods and services not received.

So disappointed to say I think they may be a scam site.

UPDATE (01/02/25) - They have tried to take ANOTHER £54 payment for the impression kit I didn't receive. Please avoid this company