"Shocking Experience.. Avoid!"

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…"

I still haven't received a reply from the company and haven't received my package, which was ordered nearly a week ago.

"Scam"

Scam. Cannot cancel. ZERO response from company for months. 10+ attempts. 0/10. DO NOT RECOMMEND!

NS24726US

"BE WARE"

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…"

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.

"Terrible "

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…"

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"

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

"The product itself has worked and…"

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

"WHERE IS MY REFUND????"

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