"Lou was nice and very nice and sweet"

Lou was nice and very nice and sweet

"Great Customer Service, BUT Very Poor Wait Times Between Steps to Get Aligners"

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.

"Scotland based"

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 :)

"Had another meeting to record my lower…"

Had another meeting to record my lower impressions with Lou and she was super pleasant and helpful.

"Very easy process"

Very easy process! Lou was super helpful and efficient!

"My experience with Ivy was great"

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

"Ivy was very knowledgeable and patient…"

Ivy was very knowledgeable and patient with me. We were able to work together and really get the impressions we needed.

"Simple & Effective!"

Simple, affordable, and effective!

Onky 6 months of wearing the retainers at night and im free from cooked teeth! No hassle of going to appoitments, just 1 box and the ocassional check in with staff. Would reccomend!!

"Absolutely no idea how these cowboys…"

Absolutely no idea how these cowboys are still operating. Conmen is putting it lightly. Please avoid at all costs I'm £500 down with nothing to show for it and won't refund me unless I spend £2000 on something I don't want.

"Poor service for a luxury item."

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.