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.

2 months on and I am still waiting for my impressions to be received, original trays sentvwas far to big for my mouth, issue with free postage label and second label would bot print so had to pay for myself and now apparently the impressions are in transit.

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

I now have my trial aligners and they fit perfectly. I cannot wait to see my treatment preview and get the rest of my aligners. The communication is very very slow which is frustrating, however they do come through in the end. I will leave another review when I receive my full treatment plan.

Staff are kind, and understanding, whilst maintaining professionalism. Thank you.

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

I WAS PROMISED A REFUND DUE TO THE MESS THIS COMPANY HAS LEFT ME IN, BOTH PHYSICALLY AND MENTALLY. I WAS INFORMED IT WOULD TAKE OVER THREE WEEKS TO PROCESS, BUT NOTHING HAS BEEN PROCESSED DESPITE THE WAIT. I STRONGLY ADVISE EVERYONE TO STAY FAR AWAY FROM THIS COMPANY. THE ONLY POSITIVE REVIEWS APPEAR TO COME FROM CUSTOMERS ATTENDING SCAN APPOINTMENTS, WHOM THEY ACTIVELY ENCOURAGE TO LEAVE REVIEWS. I URGE YOU TO REPORT THIS COMPANY TO THE BBB AND TRADING STANDARDS SO IT CAN BE INVESTIGATED FOR POOR PRACTICES AND HELD ACCOUNTABLE. Edit: you have my emails, what’s app messages and you do not respond only ignore or reply weeks later - provide me with a direct email? , so I can provide this information and not over a visible form You reply underneath these reviews, then when we get in touch you do not reply

After having fully paid for my aligners, the tracking number for Royal Mail shows that they are expecting them and nothing has been updated since. This was over a month ago. I have reached out via WhatsApp about 10 times and emailed twice and I have not heard anything from the company. At this point I'm assuming this is a giant scam and I've just spent over £1,300 for nothing. To be clear, when I wanted to switch to night only aligners they were very communicative when they wanted an extra £100 from me. Since that was paid I cannot get a response. I'm going to have to take legal action if I don't hear back because this is absurd. Edit to add: I can see they're responding to positive messages or ones they can easily refute (like saying they are not an actual dental practice), yet they have not responded to my MANY calls, emails, and Whatsapp messages. AVOID THIS COMPANY. I've contacted every business and consumer protection agency I can to try to resolve this. Edited after their response: This is a stock response you've used for everyone else. Nothing is getting taken care of.

Awful and worse experience I've had. Communication is disgusting and failing, they won't reply back to WhatsApp, phone or emails at all despite it saying it offers help 7 days a week. Refunds they don't do, video impressions awful. Don't waste your money scam

AFTER A CALL WHERE I WAS ASSURED BY SHAIRA THAT COMMUNICATION WOULD IMPROVE, NOTHING HAS CHANGED. NO UPDATES, NO PROGRESS—JUST BROKEN PROMISES. THE SITUATION HAS NOW ESCALATED FURTHER DUE TO SERIOUS COMPLICATIONS, INCLUDING BONE LOSS CAUSED BY THE ALIGNERS. THIS HAS RESULTED IN NOT ONLY PHYSICAL DISCOMFORT BUT ALSO THE NEED FOR CORRECTIVE PROCEDURES THAT WILL COST FAR MORE THAN THE INITIAL TREATMENT. THE STRESS AND FRUSTRATION OF BEING LEFT IN THE DARK FOR SUCH A PROLONGED PERIOD HAVE MADE THIS ENTIRE EXPERIENCE UNBEARABLE. I HAVE REPORTED THE COMPANY TO TRADING STANDARDS AND ENCOURAGE OTHERS FACING SIMILAR ISSUES TO DO THE SAME. IF THIS MATTER IS NOT RESOLVED IMMEDIATELY, I WILL HAVE NO CHOICE BUT TO PURSUE LEGAL ACTION. AVOID AT ALL COSTS. Edit: how can you say you hold yourselves to high customer care? It has been over a month and I’m still waiting for resolution and response? Responses via email take 2 - 4 weeks at a time The only time this company responded quickly was before payment then it all goes down hill as soon as you receive payment!

I posted a previous review about the poor communication and service received by NewSmile. I was instructed to contact the Reviews team which I did on 26th November and this is still not resolved. PLEASE do not use this company. They use purposeful delay tactics and poor communication to keep your money!

Avi is really friendly and helpful thanks to her

Ivy was so wonderful. Patient with me and talked me through each step. She fitted me in for another appointment and was so helpful each step. I needed smaller aligners and she arranged this so quickly. She was wonderful and made the process so easy

Very patient and smart impression kit specialist. Thank you Ivy.

SCAMMERS THAT WILL TAKE YOUR MONEY Upon reviewing your account, we have noted our previous discussion about proceeding with the process. If our dentist determines that you are not suitable for aligners, we can process the cancellation of your account. However, please be aware that due to multiple open disputes on the account, your request has been put on hold. Unfortunately, at this time, you are no longer eligible for cancellation as you have surpassed the 5-month cancellation period.

I’m still on the making moulds part of the journey at the moment, but Ivy is brilliant and is very helpful! I’m looking forward to the rest of the experience and will update once I get further down the process.

Lou was very pleasant and patient with me.