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
Company replied
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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
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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
Asks customers to review
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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Reply from NewSmile
Hi Sergey,
Thank you so much! We’re thrilled to hear you had a great experience. 😊
They are great to work with from the…
They are great to work with from the first fitting all the way through to receiving your retainers. Elizabeth is professional, friendly and helpful.
17 December 2025
Unprompted review
Reply from NewSmile
Hi Kristy,
Thank you so much for your kind words!
We’re thrilled to hear you had a great experience from start to finish.
Elizabeth will be especially happy to know her professionalism and support made a positive difference.
We truly appreciate your feedback!
Reply from NewSmile
Hi there,
Glad to hear that! 😊 We appreciate your feedback—thank you for taking the time to share it.
Sofia has helped so much on my journey
Sofia has helped so much on my journey. I already love newsmilelife.com.
18 November 2025
Unprompted review
Reply from NewSmile
Hi Josie,
Thank you so much for sharing this!
We’re delighted to hear that Sofia has been such a great help on your journey, and we truly appreciate your support for NewSmile.
If there’s anything we can do for you, we’re always here to help!
The service is wonderful and very…
The service is wonderful and very personalized
4 December 2025
Unprompted review
Reply from NewSmile
Hi Mimi,
Thank you so much for your kind words!
We’re truly glad to hear that you found our service wonderful and personalized.
Your feedback means a lot to us, and we’re always here to help whenever you need anything.
Lost Package
Unfortunately my impressions got lost on the way back to NewSmile but Aaron was very helpful and sent me a new impression kit for free!
4 December 2025
Reply from NewSmile
Hi Christi,
Thank you so much for sharing your experience!
We’re glad Aaron was able to assist and get a replacement kit sent out right away.
We appreciate your patience and we’re here to support you every step of the way!
Aaron did a great job helping me…
Aaron did a great job helping me through everything.
3 December 2025
Unprompted review
Reply from NewSmile
Hi Hoyt,
Thank you so much for your feedback!
We're thrilled to hear that Aaron took great care of you.
If there's anything else you need, we're always here to help!
Excellent Customer Service
They have an amazing customer service team. Walks you over everything and are very accommodating.
4 December 2025
Reply from NewSmile
Hi Haidy,
Thank you so much for your kind words!
We’re thrilled to hear that our team could make your experience smooth and helpful. We really appreciate your support!
Very helpful!
It was a little rough getting the impressions done but the team has been more than helpful with alternatives 3-D scans! Also helping and reimbursing me for any extra costs! Marion has been an absolute pleasure to work with!
3 December 2025
Unprompted review
Reply from NewSmile
Hi Nate,
Thank you for sharing your experience!
We truly appreciate your patience throughout the process.
We're glad the 3D scan alternative worked out and that our team was able to assist with the reimbursement.
I’m thrilled to hear that working together has been a pleasure — if there’s anything else you need, we are always here to help!
Very friendly and helpful customer…
Very friendly and helpful customer support agent.
3 December 2025
Unprompted review
Reply from NewSmile
Hi there,
Thank you so much for your kind words!
We're really glad to hear you had a friendly and helpful experience with us. If you ever need anything else, we’re always here to help!
I thought the initial process was easy…
I thought the initial process was easy to follow. They give you lots of opportunity to practice taking the molds. I really like the video they prepared showing my how my teeth would progress to straight. I have just completed the program and I couldn’t be happier with the results
30 April 2025
Unprompted review
Reply from NewSmile
Hi Diane,
Thank you so much for sharing your experience!
We’re thrilled to hear that you enjoyed the process and love your results — congratulations on your new smile! 😄
I’m still waiting for my order
I’m still waiting for my order. I started this process in April. They are a mess of a company and I regret it completely. They don’t don’t send out the product when guaranteed nor do they give refunds.
2 April 2025
Unprompted review
Reply from NewSmile
Hi Sophi,
Thank you for sharing your feedback, and I’m truly sorry for the experience you’ve had so far.
We understand how frustrating delays can be, especially after waiting since April, and this is far from the service we aim to provide. To ensure we address this properly and take the right steps with your account, we have reached out to you through the email registered on your profile.
Please check your inbox, as we’ve sent a message to discuss the next actions and resolve this for you as quickly as possible.
We genuinely appreciate your patience, and we’re committed to making things right.
They’re the best
The whole newsmile team was incredibly helpful and nice. They are extremely knowledgable and attentive, I was so impressed and thankful. I want to say that Marion in particular gave me consistent professional assistance several times when I needed it and should be praised for their efforts immensely. Thank you so much to the whole team!
17 November 2025
Unprompted review
Reply from NewSmile
Hi Steven,
Thank you so much for your kind words!
We’re truly grateful for your feedback. It means a lot to hear that our team was able to support you throughout your journey.
I’ll make sure Marion receives the recognition they deserve—your appreciation will absolutely make their day.
We’re always here if you need anything!
Great Product - Poor Followthrough
I honestly really like the product & when I first signed up & made my mold - everything was great! However when I went to use my second retainer, it broke after like two uses ... disappointing. I knew their support was good so I reached out to see if they’d send me a replacement. This is where they get their two star rating - it has taken more than two months & they’re only just now sending the replacement. The first month was almost daily emails of them interrogating me, after which they did find in my favor & said they would make me a new retainer ... & then nothing! for more than a month! So I fallowed up with them & they said “okay we’ll send it tomorrow” ... what happened? zero apology for the delay or effort to make it right. I’m just bummed that their follow through was so lacking. Maybe I just fell through the cracks & I hope others have a better experience! I have even recommended them to several friends.
14 November 2025
Reply from NewSmile
Hi Jess,
Thank you so much for taking the time to share your experience — and for recommending us to others despite the bumps along the way. We’re truly sorry for the inconvenience and frustration caused by the delays and the lack of follow-through. That isn’t the level of care we aim to provide, and we appreciate you giving us the chance to make things right.
We want you to know that we are fully committed to improving and ensuring this doesn’t happen again. We’ve reached out to the email address on your account to confirm that your replacement retainers have now been shipped, and you should have already received the tracking details in your inbox.
We genuinely value your feedback and your patience, and we hope your updated experience reflects the standard of service you deserve.
Joanna was very helpful with answering…
Joanna was very helpful with answering any questions I had and was very informative about the process and timeline.
14 November 2025
Unprompted review
Reply from NewSmile
Hi Zoie,
Thank you for sharing your experience!
We’re so glad to hear that Joanna was able to assist you and provide clear information about the process and timeline.
We’ll be sure to pass along your kind words—she’ll really appreciate it. If you need anything else, we’re here to help!
Marion was great in expediting my…
Marion was great in expediting my refund . She was very pleasant.
12 November 2025
Reply from NewSmile
Hi Caroline,
Thank you so much for your feedback!
We’re happy to hear that Marion was able to assist and help expedite your refund.
Your kind words truly mean a lot, and we’re always here if you need anything further!
Question asked and answered!
12 November 2025
Reply from NewSmile
Hi Linda,
That’s great to hear! I’m really glad your question’s been answered and that everything’s now clear.
If there’s anything else you’d like to go over or any other concerns that come up later on, please don’t hesitate to reach out — We will be happy to assist you further.
Reply from NewSmile
Hi There,
Thank you so much for sharing your feedback!
We’re thrilled to hear that you found this helpful. It really motivates us to keep providing clear and useful guidance.
We appreciate your support and look forward to assisting you again whenever you need it!
My experience with New Smile left me feeling scammed.
My experience with New Smile was terrible. I spent a total of $1,500 to have my order expedited. After one year, they never provided any aligners. I requested a refund and never received a reply. The customer service team was almost impossible to reach, and they refused to acknowledge any responsibility, only saying they would look into it and never get back to me. I wasted time and money. The only impression I got was that New Smile is a scam. I would not recommend this company to anyone.
UPDATE: 11/12/25
I have received your email and I’m grateful for your prompt reply to my Trustpilot post. I do intend to reply to your email.
UPDATE: 11/25/25
I have received a variety of emails from Elizabeth, Renz, Aaron, and Marion all “stepping in to assist”. Many of the emails were sent prior to having an opportunity to respond to them individually. They are quick to point out that I am beyond the 5 months return policy and there is nothing they can do to honor my refund request. They do not address the fact that they ignored my request for a refund within the 5 month return policy by calling, emailing, or texting. Nor do they address the facts that I paid extra to expedite the order and still have not received a product. They have offered $60 reimbursement for a 3D STL file scan or assistance with taking impressions.
24 November 2024
Unprompted review
Reply from NewSmile
Hi Keith,
We’re very sorry to hear about your experience and sincerely apologize for the frustration this has caused. We take your concerns seriously and want to resolve this matter for you.
We’ve reached out to you via email regarding your case. Could you please check your inbox (and spam/junk folder, just in case) so we can discuss your case further and work toward a resolution?
We truly appreciate your patience and look forward to hearing from you soon.
Excellent customer service
Excellent customer service! I’m impressed by the product care and follow-up provided by the team. Gives me peace of mind when purchasing from them.
9 November 2025
Reply from NewSmile
Hi Genille,
Thank you so much for your kind words.
We’re glad to know our product care and follow-up gave you peace of mind.
Your trust means a lot to us, and we’re always here to support you whenever you need anything.
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