Diamond Whites Aligners Arvostelua 

If anyone else struggled to get in contact with Diamond Whites about a subscription or retainer? I’ve been trying for months with no success. After looking into it, I discovered that they were acquired by Impress in February 2023.

I decided to contact Impress directly and, to my surprise, received a callback the SAME day! They had all my information on file. It seems that during the merger-buyout process, some details may have been overlooked or missed.

If you’re having similar issues, I’d recommend reaching out to Impress

Only giving as many as 3 stars because the aligners do actually work and my teeth are significantly straighter than they were. However when it comes to communication I would give 0 stars. The communication is disgraceful.

In my 18 months dealing with diamond whites anytime I needed replacement aligners i would have to chase them up repeatedly, emails were not answered and it would take significantly longer than they said to receive them!

I genuinely believe after the initial stages of the process when you need additional aligners etc they forget about you.

Each time they would state that I would receive within 6 weeks, I would email after about 4 weeks asking for an update, they never responded. I would call at the six week point and would be told they were just starting production and would be with me in another 6 weeks, suggesting that it was actually my call that prompted them and had I not called they probably wouldn’t have even started production. This happened 3 times with aligners.

This has happened again with my retainers at the end of my treatment! I ordered and paid for my retainers 9 weeks ago a d was told 3-4 weeks to receive them. iv emailed 3 times and no response to any of them! I rang last week and was told they would look into it and call me back that day, I heard nothing back, so rang today and they have said it was escalated last week and they are now in production and will be with me in 6 weeks.
Absolutely shocking communication and I do genuinely believe that they forget about you after you sign up and they have your business.

So whilst their retainers do work, I would not recommend the company to anyone based on what I have explained above

Do not use these !! Nothing but con artists. Worst customer service you'll ever receive.

I ordered my retainers at the beginning of November and still have not received them. I have tried to get into contact with Diamond white and I have had no response or communication from them. I am just still waiting for my item.

Very disappointing

I ordered a replacement aligner almost a month ago now- money taken out of the bank but have not received my aligner or had any communication regarding my order. I have emailed numerous times to specify which aligner it is I need, filled out online contact forms twice, messaged on Instagram several times, and tried to call (which they never answer) and all I keep getting told is they will pass the message over to the correct team. No one has got back to me, and I'm now out of pocket. I will be reporting them to my bank to try and get my money back. Would avoid using as their customer service seems non existent now and you will be scammed out of money.

Firstly, this company displays incorrect Trust Pilot reviews on their website.

I booked an appointment for a consultation and 3D scan for my aligners. I was unable to attend my appointment so contacted them a week in advance. I have now been trying to get contact for nearly two weeks. I have emailed multiple different addresses and called countless times & no one EVER answers the phone. I have not had one response or one phone call answered and I’ve tried everyday.

TERRIBLE customer service

Aftercare is non existent.
Takes months to get new retainers sent out, anywhere else is days. Without this, you start all over again. Pay more and get assurances on the aftercare.

I have been happy with my aligners but I would say communication is not great and waiting for appointments. I am now at the end of my treatment, I felt I needed more aligners but I was discharged anyway. I am not waiting for night retainers but have been told to wear my current aligners even though I have had the attachments removed so they are very loose. One of the aligners have cracked because I’ve had them in so long and they told me to go back to previous aligners even though my teeth have moved to the last weeks aligners. They said the retainers can take up to 6-8 weeks to come which I think is unacceptable considering I’ve paid the full course.

I started my journey back in 2022, been using my retainer since and have ordered replacements which in 2023 I paid for and had delivered within days.
I however broke my current one and have called, to which I get a really rude man palm me off in any direction except what I’m after.
Says I’ll have someone contact me back within 10 days, which doesn’t happen.
Paid £150 for a replacement retainer to which still hasn’t been delivered a month later.
Emailed, had an auto response saying I’ll have an update in 3 days. Nothing.
Written to them on social media. Nothing.
Call, rude man again.

I’m not sure what’s going on at their end, the courtesy of a reply when you’ve got my custom goes a long way. But I would seek another company for your journey based on this experience.

Initially was great, however TERRIBLE after care. I subscribed to the 6-monthly retainers direct debit. Was fine for about a year and then I got sent the wrong pair that did not fit my teeth. I had to go out of my way to get scanned which I shouldn't of had to as they should already have this on system. Nevertheless, I eventually got my new aligners 1-2 months later and they were not the same quality as before, felt looser and has led to my teeth moving. I then didn't receive my next set of aligners despite paying my 6 monthly subscription fee of £150. Was told that I did receive them on the date that I received my PREVIOUS set so I sent the proof of payments and further chase up e-mails and had NO response- Absolutely impossible to get hold of anyone. What sort of business doesn't respond to your concerns regarding not receiving a service you have paid for in this cost of living crisis for over a month!? I honestly have never written a bad review in my life, but the fact that I have sent multiple e-mails to chase this up and not received any response in over a month is completely unacceptable. Based on my initial experience during treatment, I did not expect such poor after care... Hopefully my issue can be seen to and resolved.

Good service initially but then very difficult to get hold of. They have now taken £150 from my account for a retainer I don't have and despite me contacting them numerous times that are ignoring me. The money was taken 3 months ago and I’m still out of pocket.

Good service at first. I started my process in about 2020 now. Now been through multiple sets of aligners and although some improvements, the main crookedness has not improved. Diamond Whites say my teeth are perfectly straight now which is not true. I gave up after about a year or so ago when I could never get hold of them again. Never respond to emails and no number to call. I also paid an extra £100 or so at one point for some shaving off a tooth as the aligners weren’t working. Would not recommend. Very bad service.

If I could give 0 stars I would! I paid Dec 2022 and after about 6 months of back and forth to get the right aligners they sent me 20 weeks worth. I wore them every day for 22/23 hours as adviced, every week I did scans and they told me to move forward. At around week 11 I noticed that my teeth were marking the aligners not the aligners moving my teeth and I flagged numerous times but kept getting “move onto next week”. At week 20 I got a “well done you’re all complete” however my teeth had hardly moved. I emailed and they said I had a “stubborn tooth” and I had to go in for another scan. When at the scan the dental nurse said I’d need IPR, After more scans they said I needed 5 more weeks of aligners and no IPR; there was no way my tooth was going to move in 5 weeks; I did another 5 weeks as advised and again no movement!! They have no been brought and are IMPOSSIBLE to get hold off, they have a smile guarantee policy and I want my refund that you’ve said on the phone I can have. It’s been over 7 months now and you keep saying “it’s been escalated” … DO NOT USE THESE or IMPRESS!!

Please don’t waste your time or money.

recieved my aligners, completed all but was promised I would get seen in Scotland for my retainers and then they said at the end I would have to go to England, they didn’t respond the whole way through!
It took me months to even get the aligners . I got no response when I got to the end of the treatment and when I needed help with the app they ignored me. I was told several times I’d get a call back and I was forwarded one to several people and nothing .
However I asked for a refund as I didn’t receive the full service and I was completely ignored when I paid the money.
They refused my refund request but as soon as I threatened legal action and emailed them a list of all the things they failed to do they eventually accepted to give me a full refund. Unfortunately they won’t listen unless you voice taking legal action.
I was told today that my refund has been confirmed and will take up to 30 days to go back into my account

The company is a shambles. Although the alignment process worked and I was happy with how my teeth looked in the end, follow up and customer service is non existent. You need retainers after the the alignment process is done, otherwise your teeth will revert back to how there were, meaning it’s a huge waste of time and money. Getting a retainer from Diamond Whites/ Impress now seems impossible. I ordered a retainer almost 2 months ago, costing £200. I got an email saying that they wouldn’t be able to provide a retainer based on my last stage scan (which is the whole point of their retainer package, you pay a subscription and receive your retainers based on your last scan every 6 months). However I got an email saying I would need to do another scan. My teeth have since started to revert back because I have been without a properly fitting retainer for so long now, so another scan would be out of alignment (further waste of time and money). As I was not prepared to scan imperfect teeth, I asked for a refund. I have heard nothing back for 2 months after contacting by email, phone, and the app numerous times. It seems to me that they have lost customers’ scan data (possibly something to do with merging with Impress). I’ve heard nothing from them and don’t knew what’s happening with my scan data or my £200

Every week I have rang to get an awnser where my aligners are as they are now over 4 months late ! They just say they will ring me back in a week and have not rang me back once. Ring every week and just told the same empty promises.

This is for my second lot of aligners as the first lot did not make my teeth straight as it was promised so I am being charged for aligners that haven’t even giving me the end result that was shown … for £2000 it’s unacceptable

Everything was great until I wasn't completely happy with my results. They suggested a treatment and new set of aligners, this was in February. I've tried reaching out for months now, and I get a standard 'we have received your email and will get back to you' every time. I have paid extra for this treatment as well, and I am unable to book it in because nobody is contacting me. Comes across like they just do not care once they've had your money. I would recommend going elsewhere as I'm money down and have results I'm not happy with.

Great from the initial consultation when spending money with them very interactive it throughout the Invisalign journey but as soon as it was done and I went onto retainers but my first set was very late to come and my second set never came. Can’t get in touch with anyone via phone, email or WhatsApp. Heard they’ve been brought out which might explain the awful customer service now and had to go to my bank to dispute the charge which luckily was sorted quickly. Great company to start with but definitely avoid at all costs if you want to finish your treatment positively.

I was really happy with my alligners, I recieved all my 11 stages and completed it. Staff were very responsive throughout and I have purchased 2 retainers since completion both delivered.
But now its seems to have all gone tits up. I signed up to a subscription retainer in July 2023 which still has not been delivered, no response or update on my order. Money keeps coming out of my bank.
I've tried to make a formal complaint but had no response from that either.
I just want what I've paid for and my subscription cancelling.

My brace journey was amazing - my before and after photos are featured on their instagram. However my aftercare has been horrific. I pay fortnightly for my retainers and get a new set every three months. However I’ve now been told they can’t make them and need a new scan, but I’m due a new pair so my teeth aren’t exactly where I’d like them. So why scan imperfect teeth? It’s been so difficult to speak to anyone regarding this. I was told they’d stop my direct debits and they didn’t. They’ve now stolen over £100 from me for retainers I’m not getting. Customer service is terrible, I’ve tried calling, emailing and I even DMd their instagram page for help. Do not bother going through Diamond Whites / Impress. Take your money elsewhere.