NewSmile Reviews 

They've been very attentive and quick to respond, Joanna specifically has been very helpful.

If the rating was only on Aaron in customer service it would be five stars. He was a godsend as I was feeling a bit lost before that email correspondence. There are a few things I noticed so far in this process that could use some work. The QR code in the Impression Guide book did not work for me, nor did replying to your text message that I needed help. The chatbot on your website didn't really get me anywhere either. Aaron helped me via email. I did not see an option to get smaller trays when I initially ordered. I think a choice in tray size with a size guide would have saved you from having to send out a new kit after I botched the first impressions (and tore up the corners of my mouth). Also, if you added a faster shipping option it would be nice. I know I would have gladly paid extra to get them faster. I have heard great things about NewSmile and I am excited to get started.

Excellent customer service with Marion. She responded to my inquiry immediately and included all the information I requested. Much appreciated!

I purchased treatment on December 7, 2025 and still have not been able to begin.

I completed two impression kits following all instructions provided (video + updated guidance). Both were rejected as non-workable, and I am now being asked to attempt a third.

Communication has been inconsistent. Some replies were helpful, but others were repetitive or did not address my questions. I also had to follow up myself regarding an order placed on April 3, 2026 that still hasn’t shipped.

After multiple attempts and over four months, there is still no clear path forward

New Smile straightened my top and bottom teeth. The retainers have been keeping them straight for a few years!

I ordered retainer for my 13 year old from smile. Easy instructions. Joanna helped us very well when we had some questions. We would highly recommend.

Response from customer service for help with impressions severely delayed. Sent impression in anyhow, noted as received with no follow up from company. Ended up requesting a refund - request went unanswered. Filed a fraud compaint with cc company. Suddenly get a response back from company, which offered a few freebies to have me complete new impressions. I declined and requested a refund... 5 times. They kept emailing me back offering another freebie, etc. Still waiting for rresolution - going on 4 months. Can't speak to the aligner quality, but would assume if the baseline customer service is this poor, product likely isn't great.

Elizabeth help me a lot, talking with them is easy and they solve all my problem.

Marion is big help for answering all my Questions and assisting my reuest

Great and fast communication. Everything was settled very fast. I appreciated Marion thoughtfulness and willingness to assist me with my issue.
Thank you !

Marion was very helpful and went above and beyond to contact me and get me an answer to my questions.

Marion and the whole team really have been great and patient. Thanks!!

It’s was very helpful and answered all my questions. Marion made sure that all my questions where answered and assured me that my next order was placed and my return was processed.

Support did a great job with helping me and answering all of my questions in a timely fashion.

Joanna, Thanks for the follow up from my first set of aligners! It makes me feel like I’m in such great care for my orthodontic work! Your reminders and suggestions are extremely important to me. In addition, I appreciate someone being available if I have questions or concerns about my aligners.
Thanks again for such a great experience with NewSmile!

Joanna was attentive and helpful in helping me to move forward with the smile process! Other smile representative I have contacted over a few months aiding in my impression process were very helpful also! I have had a great experience with New Smile! :)

Edit: NewSmile has now fully refunded my order. Thank you to Elizabeth for looking into my case. Although the initial experience was very frustrating and communication was slow, their team did eventually step up to make it right once the issue was escalated.

This is my first time ever writing a review but I feel like I have to. I had a terrible experience with NewSmile. They sent trays that were too small, charged me extra for a replacement, and then had two different staff members give me conflicting advice. I waited months for an update and had to chase them for it.
One staff member confirmed my second set of impressions was "good enough," but after waiting 10 weeks, another representative claimed they were "unworkable" and demanded even more money. I had countless back and forth emails saying the same thing and they still wouldn’t budge until they eventually gave me a partial refund. I saw another review saying the same thing too. The nerve to beg me to stay with them when I repeatedly said I don’t want to. I ended up going with SmilePath and they started making my retainers within 2 weeks, when NewSmile took 4 months to give me NOTHING. They have withheld $79 of my refund to cover "kit costs," despite the kits being unfit for purpose or delayed by their own dental team's assessment. Extremely poor communication and zero accountability. Save your money and go elsewhere.

Raych put us in an amazing position to help us start our New Smile journey. Hopefully, our final results are as good as our initial experience. Thanks Raych!

Raych, was really patient and open to the questions I had and touched on the few that came up along the way. I think it's important to understand that there is a significant difference in going directly to the provider and dealing with the manufacturer for someone like me who is tight on time management. Raych was outer worldly nice and I am grateful for that: she was so nice I had to take a step back and not only that and consult a member for help. I want to be happy this year so having a smooth transition to that from the pain in my jaw being alleviated will be a decent first step after years of crowding. I look forward to getting this metaphorical ball rolling. Thank you, Raych.