Diamond Whites Aligners Arvostelua 

Undertook my surgery with DW February-June 2023 where my main goal was to close a gap issue on my upper teeth, worked well to be fair - although not so well on my bottom set.
Purchased retainer's on subscription (£150 every 4 months) this was until June 2024 where I got told id need to do a new sample (90 miles from where I live) so I cancelled my subscription and used a local dentist for my new retainers. Diamond whites took the payment out of account on June 15th and said they would refund me the £150 for the retainers I would never get that month. Despite contacting them multiple times and them having received my bank account details, here we are 3/4 months later and i'm still out of pocket. During the treatment, customer service were often slow in replying.
For the price - go fir it, worked for me. Just be prepared for poor customer service. For the retainer at the end of service, id just go straight to my regular dentist and get it done there (cheaper as well)

AVOID!

The reason this appealed to me was because the impress kit and aligners would be posted to me as I live in a different country, as well as the price.
I received my impression kit and sent it back to be told a number of weeks later that they were rejected and I had to go to one of the clinics. Initially it said if they were rejected another impression kit would be sent out but I was then told they no longer send out impression kits.
As there was no other option, it was agreed that I would receive a refund which could take 30 days. This was agreed at the start of July and after months and weeks of trying to contact via telephone, email, WhatsApp, contact form, I am STILL waiting on a refund, as well as payments still being taken out each month.
It is impossible to get through to anyone and the one time I got through they said it would be dealt with that day or the next but I am still waiting.

Don’t waste your time or money!

Absolutely zero customer service ever since I paid. All started well, very helpful as I moved through the first few trays. Then they began to get more and more ill fitting as the weeks went by. Treatment was complete in only 12 weeks. However, my teeth aren't straight and my retainer doesn't fit and cuts up my gums. I've sent countless emails and rung the helpline but no one ever responds. I am beyond upset with this company and desperately trying to get a refund so I can get my teeth sorted elsewhere.

Initially had a good experience but after I called them today to explain I’ve lost my stage 20 retainer ( I have been wearing for almost 2 months ) while waiting for my night time final retainer to be sent.
They said they can’t see me today as an emergency in Ldn clinic as fully booked and can fit me in for a scan in 1 weeks time.
I explained my teeth will be completely moved Back in 1 week and they said it’s just how they do things. There is no one with medical experience to speak to.
I wasted 9 months and £1400 for nothing im devastated.
Waste of time.
Paula P

I've given this company over a month to respond and still nothing, multiple calls and emails and it's hopeless. I've given up and contacted the finance company and will be taking this to the ombudsman. Took£150 out of my account without warning for a retainer subscription I asked them to cancel last year but didn't. Never received a refund and never received the retainer either.

Initial service is very good and for the price of the retainers compared to the market it feels like very good value for money with the smile guarantee. However the price is clearly reflected in their post treatment service, especially if the treatment doesn't go to plan. Both my wife and I were not happy with the smile guarantee they offer and it has been extremely difficult to arrange either more retainers or appointments. I am now having issues where they have done a scan recently and sent me completely the wrong retainer to wear but want me to come in for another scan and appointment in a location or time I cannot make. I have had enough of the service and now going back to my local dentist.

Impress has really Impressed me,
I had to have an extraction prior to getting my aligners fitted. I must say that this was the most professional pain free simplistic and satisfying extraction I've ever had in my life. The staff here we're really friendly, helpfull and knowledgeable. The staff id like to thank for their professionalism are Yasmin Kazim (manager), Dr.Richard, Mahfuzur Rahman and Romona.

Absolutely shocking company, please do not buy anything from them. Waited 4 months for my aligners, I couldn’t get in touch with customer service at all, they just ignore messages and emails. The aligners ended up cutting my gums and they have made little difference. They don’t want to help, I couldn’t get into the app at all during my journey . Please do not waste your money

My treatment finished in March - I was unhappy with my results so had a re-scan for refinement aligners in April.
I have chased constantly since and all my emails have been ignored. Calls unanswered. I assume the company has gone under with no communications and my money still being taken every month.

Awful experience!!!
All they care about is stealing your money! At first they are nice then when they get your money goodluck hearing back from them.
Please please don't waste your money!
My teeth are still the same and had to pay double the initial price for scans and more aligners.

Customer service is at atrocious. They want your money and will do anything to get you on board. When you have a problem they don't want to know. Been told I'd get a call back months and months now. Have to see legal action. DO NOT USE THIS COMPANY

Constant delays of delivery of the product, have to remind via email that I’m due delivery. Changed manufacture and inform me after 7 month payment that I need to do new scan otherwise no product. Customer service shocking, lucky if you get reply after week. Advice to keep away from this company.

Very very poor! Customer service following paying is shocking! I purchased aligners in October 2023 which were supposed to take 7 weeks. At the end of that treatment and repeating stages my teeth were still not in the right place, I eventually went for another scan and was given a further 5 sets which I had to repeat and have still not put my teeth in the correct place completely.
Now trying to get them looked at again is proving a massive problem as diamond white do not answer their phone or emails and I have been passed to impress who advise my closet clinic is now 2 hours away and I will need a new treatment plan!!
Twice I have asked for a complaint to be raised and I have been ignored!
I was promised a free retainer following my treatment due to all the issues i have experienced. I have not yet got this as the treatment is still not complete after nearly a year and don’t know if I will!
Avoid and pay a little more at a well known company!

Poor service took money from my account months later not receiving my Aligners no answer on emails !
Is disgusting chasing them for 3 month and I’m being ignored
Do not use waist of money you never gonna get your refund ! They should close they company as they do not help people
That first to take money and that’s it

If I could I would give 0 shocking service took £200 from my account for Aligners and is 2months later no Aligners no answer No refund NOTHING ignoring my 50+ emails I have sent to them

please, please do not use them save your time money and nerves chasing them for months !!!

My teeth are now straight but I don’t know how long they’ll stay like this. It is basically impossible to get hold of anyone at this company. Nobody answers the phone so naturally, you email. Seemingly, if they can’t solve your issue straight away, they will ignore your email.
I was sent my aligners (over 7 months after I sent off my impressions of my teeth and only because I kept nagging them), and I wasn’t sent anything on how to use them (how often to change them or an app like other companies etc). I contacted them multiple times and was told that “there is a QR Code” and even though I re-iterated there is no QR code or instructions leaflet in the box, they were adamant and then stopped answering my emails.
I’d already had issues (mainly with waiting 7 months for the aligners to arrive and not being able to contact anyone) so the owner contacted me and promised me 2 sets of retainers on top of the 1 set of retainers I have already ordered. I’ve now completed my aligners and have contacted Diamond Whites to ask them for my retainers and have heard nothing in over a week. I doubt I’ll be seeing those retainers.
I was told on the phone that I couldn’t change my delivery address either so if you’re planning on moving house in the next few years, this isn’t the company for you.
Luckily, I know an orthodontist who has been able to keep on top of my progress and advise me when to change my aligners but not everyone has this luxury.
I can’t lie, I am impressed with the result but you are paying a lot of money for that result. The least you expect is for the company to reply to your emails and answer the phone.

The results are 5* honestly but the customer service and waiting times are horrific.
If I had the opportunity, I’d pay the extra money and go with another company like Invisalign who probably actually reply to their customers.

Update: appears in the past couple of months they’ve been taken over by Impress UK whose customer service seems somehow even worse than Diamond Whites. I waited for 2 hours for someone to answer. The woman on the phone seemed bored and didn’t seem to be any to help. She fobbed me off by telling me she’d ask Diamond Whites to email me. They haven’t. I was told by Diamond Whites months ago that at the end of my aligners journey, I would be sent my retainers based on their 3D imaging of my teeth. Impress UK are now telling me I need to go and pay for another scan which is over 2 hours away from where I live which is infeasible for me. After all the money I have spent, they are now backtracking on what they told me over a year ago to get more money out of me.

I had previously been speaking to Ben Reed who is the owner of Diamond Whites who has been the only helpful person at this company. With the takeover by Impress UK, I don’t know if he still has anything to do with the company.

I just want my 3 sets of retainers so I can be done with this company. And to think I recommended so many people to them!

Their social media has been non-existent for 3 months, leading me to believe they’re going bust or something similar.

Avoid at all costs.

My daughter has had her aligners and when we had them there was a free retainer offer? they have now said wasn't included and that we have to buy. And have to go for another scan. I have been trying to sort out for months and months starting with mine, cant get anyone on phone and replies to email are non existent! They also said if she recommended someone (me she would get a free aligner) No reply at all! Very poor customer service and we recommended them to everyone!

Started off well. Ordered my aligners November 2022, started in January 2023. Had multiple revisions & two lots of IPR and still not at my final results. They told me that I need to come in for another round to get my final results - feel like I’m going in circles! Emailed 07/08/24 with some questions about this - no response. Emailed again 21/08/24 to follow this up & to ask how to file a complaint - NO response. Emailed AGAIN 30/08/24 and of course still no response! I’ve been ignored for a month now - absolutely horrendous customer service - don’t waste your time & money!

AWFUL COMPANY- AVOID AT ALL COST

After using my retainers, i noticed no difference in my teeth. They reviewed it and told me to purchase IPR treatment as that is what the doctor suggested. This email was in July, i purchased the IPR treatment and STILL TO THIS DATE have had NO RESPONSE. This is horrible customer service. I have continuously emailed and called but had no answer or resolution. Please avoid them

Update oct 2024 - 6 months later i haven’t received my refund for the money taken for a retainer I have not received, and now the reason is ‘waiting for funds to clear’. I submitted a complaint over a month ago which has been ignored. Total scam.

My initial experience with Diamond Whites was good, however the aftercare has not been good, it has been non existent. Money was also taken for a subscription retainer in May, I never received the retainer and got an email to say i needed another scan. I requested a refund of the retainer which I was told I would receive, which I still haven’t, 4 months later . I have chased several times now and keep being told I will receive it, the last I was told within 30 days, 30 days is up and still not received the refund. I am now told it is due to ‘summer vacation’. The company is being taken over by smile2Impress.
From other similar reviews it seems as though this is a common problem at the moment so I would suggest avoiding. I will have to end up consulting a dentist due to now not being able to carry on receiving retainers to keep my teeth straight.