Very bad experience Please consider the below fully before purchasing with this company. The 5 star reviews are incentivised and I have been asked to fill a review and for discounts for future services. Firstly, I chose this company from a cheap price point and understood the risks completing my treatment from home. From you can see from other reviews the process is lengthy and you will not receive your kit or aligners for months. I did my impressions and received a 3d model which looked good and I proceeded. This was my first mistake I will come back to. I waited several months and eventually my alingers came. I took to my treatment following the guidelines and had relatively no issues until around 3 months I noticed my front tooth wasn’t fitting the aligners properly and was receding. This meant that looking at me directly 1 of my front teeth was higher than the other and not in line like it was. I informed the team at NEWSMILE who after several days/weeks waiting a response confirmed this was fine and the dental team confirmed it would align. They did also try to insinuate I should have been sending photos every 2 weeks, I challenged I was never asked to or provided a place to send them… anyway I continue onwards and complete my treatment and while my bottom teeth have aligned fairly well, my top teeth have not! The front tooth is now very noticeably higher than the other and 2 of my incisors have not aligned and are tucked behind my front teeth. I emailed the team highlighting concerns, providing photos and asked what to do next. I awaited 10 days for a response to be told that this outcome is acceptable and I can do more aligning (at my cost!) if I wanted straighter teeth!!! They referred back to my original 3d model which shows a slight uneven front teeth but expected me to notice this!? With no discussion with anyone at the time I took the model for a finished straightened set of teeth as they advertised. The real kicker was they have stated they do not guarantee results and accept 85% completion as a job done!! At no point is this advertised or confirmed in the process and cannot see in the terms and conditions. So I email again asking how they measure the 85% (bearing in mind I have not seen or discussed with anyone so unsure how they can say mine is over 85%), where it is stated in the terms and how they plan to amend. I am now on day 12 awaiting a response and can only foresee more nonsense and shifting responsibility. I have also asked for their complaints procedure which has not been confirmed but they did send me 2 emails addresses of different people who are all doing the same job and in no way is an escalation route. So to summarise, if you want to wait months, get minimal aftercare and are willing to accept 85% of the treatment complete then go ahead with this company, otherwise save your money and find an alternative.

Poor Customer Service, Confusing Directions Customer service totally non-responsive. Impression kit took way too long to arrive and that’s when I found out it was going to basically take another 8 weeks essentially to get the aligners…WHAT?! Directions for making the impressions was confusing and inaccurate with timings, putty hardened before I could even finish. They also want you to do a virtual appointment which was confusing to even make. They never responded to any of my questions even though I used the email they said to use to make the appointment. Will not be proceeding with this company.

Do not use this company Do not use this company! They false advertise. I gained nothing from there service and then charged me a cancellation fee after a absurd ordeal. They wanted me to pay to go see a dentist to take xrays.

Impression specialist, Ivy I enjoyed working with the impression specialist, Ivy. She was incredibly smart & very patient with me. My impression session lasted several calls. I just couldn’t seem to get it right. She, on the other hand, was fantastic!

Very helpful Very helpful, clear instructions. Lou was also very pleasant and friendly