NewSmile Bewertungen 

System glitched on my return label, it's stuck on processing since August 20th. I have emailed for weeks with absolutely zero reply. I am now forced to do a bank chargeback.

I regret that I gave newsmile a positive review early in my treatment process. Now that I have completed treatment, a course of refinements, and have been working with newsmile for over 3 years, I will say:

RUN! Don’t walk, away from this company! They will not provide last names or positions for any of their employees. It is very shady. When you ask to speak to a manager if there is a problem, they simply change the first name they use for communication but ALL communication continues to go through the SAME email address!!! They do NOT keep customer records or dental records accessible. I sent them photos of a gum pocket issue that developed during treatment 2.5 years ago. They claimed to have made refinements to correct the issue which was never corrected. Then they gave me a run-around with blocked communication, bouncing me from anonymous first name to anonymous first name until, 2.5 years later they asked me to re-submit the same photos I gave the dental team 2 years ago! Many times I got communication back from the dental team that did NOT relate to my case at all! It was just generic information!!! I had to correct their errors of fact many times because either they didn’t review my case files or don’t retain any communication records whatsoever. IT IS UP TO YOU TO BE PRISTINE with SAVING COMMUNICATION to prove what decisions were made and remind them constantly about the plan!!! But they seem to have a high turn over of employees so you have to give them a whole history of your case each time.

In the end, newsmile claimed the food impaction issue that developed during treatment wasn’t their fault, even though two years ago they claim to have made refinements to correct it (which didn’t work).

Because they don’t keep organized records, they also claimed I don’t have credit for a retainer I previously purchased. I didn’t fill the retainer order because I was waiting for further treatment to fix my dental issue (food impaction in the gumline), which they delayed for two years! Finally when I asked for a retainer to replace my original they claimed they had no record of my payment.

I will say, my teeth are straighter. And it was a lot cheaper than going through traditional orthodontics. But, everyone be aware that you get what you pay for! If you can afford it, pay the extra to have it done properly! If you can’t afford it, this is HUGELY risky. You may walk away with another problem it will cost to fix and newsmile will give you all kinds of false information to keep you confused and not taking the steps you need. Regardless, whatever money you save will translate to a cost of a ton of time and grievance working with Newsmile!

I am sorry if my initial positive review drove customers to newsmile. As soon as I can afford it, I will be transferring my orthodontic care - retainers for life- somewhere else.

Oh, where to start? In no priority order, here goes:
1. Nearly impossible to get accurate impressions without a pro's help. When I asked my dentist for help, they loudly advised they wouldn't get involved with this company's products. Should have been my first clue. Dumb me.
2. Sent in first impressions, waited 4 weeks, got an email 'Congrats, you're impressions are approved". 2 weeks later an email -"Oops, no they weren't, try again (at no charge because we originally gave you the wrong size impression kit.)"
3. Made new impressions with on-line NewSmile helper who reviewed my impressions as I made them, and said they were great.
4. 4 weeks later got an email "Congrats, you're impressions have been approved". 2 weeks later, an email, "Oops, they were not good, so for a discounted $20 impression kit, you can try again".

At that point, I asked my account be closed and refund my monies paid. NewSmile never responded until I filed a complaint with the financing company. There is no way to actually reach them if you have a problem. They do not answer or respond to messages left. Their email address is a black hole where emails go to die. I'm still trying to get my money back.

Stay away from this freak of a company that couldn't fix a hangnail even if it tried really really hard.

Horrendous company, avoid at all costs. The impressions were difficult to do and the company wanted to charge me to send another impression kit to try again. I decided the product wasn’t for me and asked for a refund which was eventually granted. I was informed it would be three business days to get my refund. Until this point, communication had been back and forth. It has now been eight days and no refund. I have sent four emails asking when I can expect it and all communication has ceased. No reply at all.

Very disappointing experience with NewSmile UK.

I paid on 2 April 2026 for a retainer subscription/order as a new customer. My impressions were confirmed as received on 21 April, and I was told I would receive a preview in around 4 weeks, or be contacted if anything further was needed.

I received no update within that timeframe. After I chased, I was told on 6 June that there had been a delay routing my impressions to the lab, but that this had been resolved and my case was “now in production and currently in the midst of completion.”

I then had to chase again later in June. On 26 June, I was finally told that my upper impression was not acceptable and that the upper retainer could not be made. I was told the lower retainer had been fabricated, but that I would need to pay extra for a replacement kit for the upper impression.

This was extremely frustrating, as I was not informed in a timely way that there was an issue with the upper impression, and I had previously been told the order was in production. The order was for both upper and lower retainers, so a lower retainer alone does not fulfil what I paid for.

I requested cancellation and a full refund due to the delay, lack of communication, and incomplete service. After a full week, I have still not received a response.

Based on my experience, I would not recommend NewSmile UK.

No longer replies to emails. Company closed down on Companies House but website still up.

Do not order. They have left me stranded just before the conclusion of my treatment.

Amazing staff, really professional and knowledgeable. Thank you all for the amazing work you did to my son’s teeth.

So basically I have paid for the aligners and have not received them I did send the first lot of moulds off but was told not efficient enough so brought a new mould kit …… anyway cut a long story short I’m no longer interested in this product and would like a refund only there doesn’t seem to be a contact number and there not responding to the countless emails I have sent !!!! 😡

I began paying NewSmile for aligner treatment around two years ago and my account has since been confirmed by the company as fully paid about a year ago. Despite this, I have still received no aligners and no completed treatment.
I repeatedly explained difficulties with the required scan/impression process, including local providers refusing standalone scans and the alternative option not being accessible. Despite numerous emails over an extended period requesting help and resolution, I have received no response or no meaningful resolution.

I have now spent a significant amount of time attempting to resolve this matter directly and remain extremely disappointed that a fully paid service has still not been delivered. I now have to take this further externally. I would definitely avoid this company.

Had a great customer service experience with Marion today. He made sure my purchase was accurate and he also helped me with some issues. Friendly and efficient.

Do not use them, they did not straighten my teeth fully. Have sent my new imprints back heard nothing from them. They do not care to follow up.

How do you intend you get in touch? one order number was NS7461UK.

Told me 1-2 weeks to receive my retainer. Six weeks later I’m still waiting.

Ordered 1 set of retainers on January 24th, it is now April 28th and I haven’t recieved anything. I have been back and forth emailing customer service as they haven’t provided any updates at all.

I keep getting told 1 week, 2weeks 3weeks and then they come up with another excuse as to why I haven’t recieved them yet. I keep requesting updates and I’m being told they will update me however they never do.

My emails are now being ignored.

Newsmile have provided a kind, and patient service for me. My recent call from Marion to resolve a query, was handled kindly. Many thanks.

Ordered from them over a month ago, package went missing due to them not updating me with the shipping details. Apparently my package has gone back to sender, but I won't know that as they haven't responded to two emails that I have sent them, luckily I have no paid them the full amount but crazy that they have not got back to me after all this time.

After an initial issue with delivery of my impressions I was assisted by Joanna who was very polite and professional and quickly arranged for a replacement impression kit to be posted to me.

The company rep i spoke to Joanna was very helpful in dealing with my lost login details , and my questions were answered very quickly.

It's a shame I can only give 3 stars, because I think the actual aligners product and retainers are very good, and have done the job for me (although the retainers keep breaking despite me being extra carfeul). My problem is with the sneaky retainer subscriptions they encourage you to sign up to. They charge every 5 months (not 6 as stated), and even when you 'pause' the subscription, they'll charge you again 5 months later. They claim you can cancel any time on your account, but there's no facility for that. Then, even when they say they've cancelled the subscription, they actually haven't, and they don't refund you.

Not even worth one star. Absolutely appalling customer service, the worst I have ever experienced.
From October until now (Jan 2026), I have chased this company countless times and repeatedly demanded either my retainers or a refund. As of today, January 2026, I have received nothing, no retainers and no refund.
They respond to emails only about once a week, and every reply is evasive, meaningless, and clearly intended to delay rather than resolve the issue. There is zero accountability, zero efficiency, and zero respect for customers’ time or money. Receiving either the retainers or a refund appears to depend entirely on luck.
This is hands down the worst company I have ever dealt with in my life. If you are still considering using this company, proceed at your own risk, you have been warned.

update
Newsmile,
Thank you for your response. For privacy reasons, I do not wish to share my email address on this public platform. Please provide an official email address in your reply so that I can reach out to you safely. Order number NS8967UK.

Elizabeth was really helpful and she made sure that I was kept informed with the progress of my order