Disappointed with Refund Policy and Lack of Real SupportI really wanted to like NewSmile. After reading so many glowing reviews, I had high hopes that I’d receive a quality product and great customer service. Unfortunately, my experience was the opposite.I ordered a night guard for $169 and followed all instructions to make a dental impression — I tried 10 times. Because my teeth are worn down from grinding and quite sharp, they would either cut through the putty or not make a usable gum impression. Despite my best efforts, the company deemed the impressions unusable and offered a 50% discount on new putty. I explained clearly that I am not a good candidate for this type of impression and asked for either a full refund or for them to use what I submitted.After weeks of silence, I called customer service and explained everything again. The rep even offered free replacement putty, which I declined. At no point was I told I wouldn’t receive a full refund. But when the refund came, it was only $110 out of $169.I followed up and got a canned response that felt like it was written by AI, just restating their policy without addressing the actual issue. The refund policy was not clearly disclosed before purchase, and the support I received did not live up to the glowing reviews that convinced me to order in the first place.Bottom line: if the product doesn’t work for your situation, don’t expect personalized support or a full refund. I wasted a lot of time and effort and still feel misled. I’m now disputing the charge with my credit card company.My order number is: NS11268CA
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