newsmilelife.ca Avis 23

Little confusing for contacting vustomer svc via social media. Email contact is delayed for help. Kind of loses you in the moment. Understanding cannot be instant.

Very friendly and accomodating to my concern. The only downside was it was a bit difficult to hear him properly as there was a lot of background noise.

Although I have been going back and forth with them for making new moulds, everyone has been helpful.

Very poorly organized with poor customer service. What should take a week takes months

Joanna was great, friendly and helped solve my issue quickly and effectively.

always fast and reliable respond

Customer service team rarely responds to emails with anything but copy and paste. Sometimes they do not respond at all.
I have the longest email chain I have ever had with a company because they have not been able to fulfill my request to get a small impression kit. This has been far and away the worst purchasing experience I've ever had.

Always a great response time and fixes the problem

I would give zero stars if I could.
I have been charged for replacement retainers and I havnt even received the original retainers.
I've sent plenty of emails and talked with multiple people about the situation and no one has helped.
I've been just charged more and never recieved retainers.
It's been super upsetting and stressful.
Customer service has just ignored me or sent me surveys to fill out. Not helpful.

Super great work! Let me know of the error I made in my order and pointed me to the right direction. So excited to start my retainer journey

Fast response from Aaron! Checked on my order and was able to get back to me the next day. Also gave multiple ways of communication for the best outcome. Thanks!

Product ok but service highly problematic.
I ordered retainers, but delay of several weeks meant that my address changed prior to delivery. I called and updated my shipping address and was told they would be shipped to new address. But were shipped to old address and I had to drive 2.5 hours to pick them up. Also not provided with tracking info, so when I got there, another delay to obtain tracking number. Overall very unsatisfactory customer service experience and very frustrating and effort/time intensive on my part.

The trays sadly didn't fit so could not use product. The customer service was ok during that portion of the exchange (needed a new size tray sent to try) but once the return was initiated, it was painful to get it finalized: loads of back and forth and non answers and emails saying same thing and I was always the one reaching out for tracking on the return, confirmation the return, and then it was a huge headache to actually get someone to cancel my subscription and credit my card back.

Thank you, everyone was super helpful

Thank you for answering my emails and providing great service.

I haven’t even received my retainer yet so I don’t know anything about their actual product. But the service so far has been terrible. The worst service ever. They advertised that I would have a video call to do impressions and so I bought it. And then they let me know they don’t do that anymore. I would have to send them pictures via email. When I did email requesting help. They either replied late and then eventually did not reply to me for 2 months. So I was forced to do the impressions alone with no help. And when I sent it in they told me it wasn’t good enough and now I have to buy another kit and do the impressions again. What a joke. I had to fight to get the kit for free because it was their poor service that I created bad impressions. I’m not a dentist. I wish I never bought anything from here.

Disappointed with Refund Policy and Lack of Real Support

I really wanted to like NewSmile. After reading so many glowing reviews, I had high hopes that I’d receive a quality product and great customer service. Unfortunately, my experience was the opposite.

I ordered a night guard for $169 and followed all instructions to make a dental impression — I tried 10 times. Because my teeth are worn down from grinding and quite sharp, they would either cut through the putty or not make a usable gum impression. Despite my best efforts, the company deemed the impressions unusable and offered a 50% discount on new putty. I explained clearly that I am not a good candidate for this type of impression and asked for either a full refund or for them to use what I submitted.

After weeks of silence, I called customer service and explained everything again. The rep even offered free replacement putty, which I declined. At no point was I told I wouldn’t receive a full refund. But when the refund came, it was only $110 out of $169.

I followed up and got a canned response that felt like it was written by AI, just restating their policy without addressing the actual issue. The refund policy was not clearly disclosed before purchase, and the support I received did not live up to the glowing reviews that convinced me to order in the first place.

Bottom line: if the product doesn’t work for your situation, don’t expect personalized support or a full refund. I wasted a lot of time and effort and still feel misled. I’m now disputing the charge with my credit card company.

My order number is: NS11268CA

It's a scam.
Paid our 2K, and we've had four rounds of impressions done, none of them were good enough. Did some of them online with help. Asked for a refund since we had no luck getting started and were told we were past the 5 month refund deadline.
So we're out two thousand dollars, nothing to show for it.
Communication was terrible - had to email them after every impression was done to find out the results.
Stay far away.
Initial order number NS7838CA
Update - since sending my account number almost a year ago - still no contact from them.

Left large gaps on the upper teeth, now doing Invisalign and there was no way new smile could have done my case. I need slight shaving of my lower teeth to make room, wasted money doing new smile