Newsmilelife Reviews

Takes 5 days to get a response Keep sending emails asking for the same information Sending messages that you haven t received dental information and impressions 2 weeks after everything has been sent Very Confusing communication from you

Apparently despite having support through a video call the impressions on my first attempt weren t good enough I therefore had to pay another 39 to have a second go I was advised I needed large trays These turned out to be far too big I don t know how they determined large from my original impressions Believing they must be right I did attempt to do the impressions I m waiting for the results but don t expect the impressions to be satisfactory If this is the case then I expect the the third kit to be provided free of charge To this point I thought the service was good but this experience has significantly impacted this view

The product itself has worked and straightens the teeth well The customer service is shocking Constantly being sent emails asking for the same information over and over again I have finished my treatment and have purchased retainers but still receiving emails offering me various offers for retainers still getting emails asking me to send my impressions in I must have been sent over 100 emails since starting my treatment Although I am happy with my teeth now I would not recommend new smile to others until they sort out their process to stop hounding their customers with email asking for the same information over and over again

Poor service for a luxury item The actual impressions call with Angel was good and she was very helpful The real issue is that the company itself is not set up to offer a quick efficient or convenient service in the UK Only after paying do you learn that there is a month long waiting list to take the impressions In this time you get plenty of messages rushing you to complete all the requirements which is enhances the aggravation at NewSmile being slow Appointments and customer service all happen in the evening UK time despite the WhatsApp group saying that they operate 9-5 GMT If you want to expand into overseas markets then ensure you are able to manage it Hopefully the retainers themselves will do the job

First of all Lou the Impression Specialist who I had a video call with was great I would give Lou 5 stars She was patient and explained things very well The reason I m oinly giving my experience 3 stars is the amount of turnaround time with every step of this process I originally purchased these aligners on 12 28 23 and waited a couple ofweeks to receive the impression molds I sent the first set back and they were received on 1 19 2024 On 2 2 2024 I was told the first set of impressions did not come out well enough to use and that I would need to order a replacement set of impression molds and redo it which I did today 2 22 2024 Despite doing these molds with Lou s guidance my top trays came out well but my bottom trays did not and it s unlikely they will be usable I was informed that it will be 3-5 weeks from now before I will get official word if they can use them or not as they have to be reviewed by the dental team If they are not usable I will either have to do a 2nd replacement impression kit which will again take another 3-5 weeks to confirm if they re useable or not or I will have to find a local dentist and pay to have 3-D scan of my teeth to send in Lou did say that it s possible I will be able to try a set of trial aligners b c my impressions were good except for one spot on the bottom but that also will take 3-5 weeks Then no matter which of those occur it will be another 3-4 weeks after that before I would receive the before and after treatment plan proposal for my review and approval If approved it would be another 3-5 weeks before my actual aligners would be fabricated and shipped So all in all the minimum time between paying for the aligners and receiving the first set- even if the impressions came out correctly the first time- would be about 3 mos But because I ve had issues w 2 impression kits it s more like 5-6 mos minimum before I will even get aligners Had I known about the length of time between each of these steps I would have just paid the extra money to have my dentist do this it would have been about 3K through my dentist vs 1400 through NewSmile so double the cost but at this point probably worth it because I would have been halfway through my treatment by the time I even receive the New Smile aligners

Great customer service and they re really friendly and understanding thank you Crystal

My experience with Ivy was great Really fast and efficient meeting to get my impressions done

I already wrote a bad review here because it took 6 months to get my anligner and I thought it was a scam It was an extremely long process To clarify the initial consultation was excellent and prompt very professional and the person who assisted me over the video call was so good it felt unreal as a customer service The process of getting them made was too long I think my case got stuck in the process somewhere I am in my 4th week and it is working So I haven t finished it yet but I feel much better about it having thought I lost this money for so long Everything else about this service such as packaging the aligners the video call etc is much better than the UK Invisalign s I had 10 years ago through my dentist which costs a fortune compared to this The actual aligners feel better quality and they have all the numbering I have 15 sets written on them which is helpful I think given it is a US company the UK service needs more development logistics and their communication they work US hours and they call during the night is not yet at the standard of the the actual product I think the UK expansion is recent hence such a mix of bad and good reviews I hope this is helpful to somebody and might explain some of the difficulties they are experiencing Having experienced a US dental product quality I now understand why American laugh at British people s teeth

Ivy was very friendly and helped me to get the impressions This was the second impression kit that I had to do the trays that I was sent were XL and L XL was extremely difficult and painful to get into my mouth and had sharp edges which cut my lip The L trays were also a little too large and also struggled to use them

I have had to do a few sets on impressions so far as i have struggled to do it at home but have been sent extra trays at an small cost and the online meetings are great - Lou who helped me last time was very patinet and gave me tips to get the impressions right Unfortunetly there are no dental places close to me that i can get a 3D scan so thats a bit rubbish as i would be happy to pay the extra to get this to avoid doing more impressions but dont want to have to fly to london - im in NE scotland All the communiation has been very quick and easy and no issues with rebooking multiple appointments to get the best outcome I will update this when i hear back about my retainers