Diamond Whites Reviews 41

Everything from start to finish has been abhorrent. You no longer get through to anyone who has a modicum of intelligence or information on how best to help process apparent’refunds’ my teeth are worse than they were before. I’ve had to get a s second opinion. I now need further dental treatment for which I need the money from my refund to put towards it and I’m also stuck with blocks on my teeth. They ignore emails. Phone calls do nothing - sounds as if they go through to a virtual office that’s outsourced so they have no ability to help. Diamond whites was sold for 30£ mill in 2023 to impress who are the ones who did my initial scans. The braces broke more than once. I sought a second opinion, I asked for new scans to be done at the end of my treatment when it was clear it hadn’t worked as they said and everything goes ignored.

I’m now having to use my time (whilst recovering from a near death accident) to find the best route of action to take moving forward.

Do not hand you money over.

Date of experience: June 11, 2025

Can you sort out your communication and service please. I have ordered replacement retainers over a month ago and heard morning. No response to emails. Why are you letting your customers down after they have invested so much money in your company

Date of experience: June 09, 2025

Had a good experience with them over 2022-2024 when I went through the process of using invisible aligners. Now I have tried to get in touch with them about about buying new retainers because my current ones are cracked and there is no communication from the support team. I have also tried to contact them through different platforms including phone and WhatsApp and still no reply in months

Date of experience: February 04, 2025

I hate writing bad reviews but you’ve left me with no choice! You took the money out of my account for my retainer in November and the retainer is still yet to be seen 3 months on! You offered me a refund which I haven’t even had!! but I said I wanted the retainer as it is now lost. I have emailed you and tried to call several times and you keep ignoring me!! Now my teeth are probably going to go back to how they were after spending thousands on the treatment! Absolutely awful… no other dentist will provide me with a retainer! It’s a joke!! Please action immediately! You have taken my money - surely this is theft?!

Date of experience: November 30, 2024

Terrible service, I had started my alignment journey in 2022, my end result was far from what I wanted, I was told they did the best they could do for my teeth then counteracted that statement by saying if I payed an extra £250 they would make my teeth straight. Since the end of my treatment I have been trying to contact them in regards to more Aligners and repeat retainers and have been ignored until eventually I got through to them to be told that they had changed hands and I had to go for an in person scan. Unfortunately now my teeth are even less straight that they were at the end of my treatment and I am still paying for my treatment on finance. Completely disappointed, please use somewhere else, it’s a lot of money to waste on a rubbish result!

Date of experience: January 28, 2025

SCAMMERS
STOLE MY MONEY
LIES LIES LIES.
DO NOT USE THIS COMPANY

Date of experience: January 22, 2025

Avoid these company, they will scam you! I paid for the aligners in full 3 years ago. There was an issue with the first set of retainers, the company did not send me the refinements and this was over a year ago. They ignored me for over a year. So I had to message the dentist Dr Richard the director, via instagram. He said they have now merged with smile impress. This company took my scan but still didn’t send me my aligners, they keep fobbing me off saying they are still in production. I asked for a refund, and they said no and made up an excuse and said, I failed to upload photos, which is a breach in my terms and conditions. This is completely untrue!. I messaged Dr Richard again and told him hundreds of his customers are being scammed. He refused to take any accountability when confronted, had no remorse and blocked me. This company needs to be shut down! I can’t believe they are getting away with scamming so many people.

Date of experience: January 10, 2025

Originally I was happy with the service I received through my aligner journey.
Responses were quick and my retainers arrived no issues.
However, since June I’ve been appalled.

Early June, I contacted DW to change my address before my retainer was sent out, they confirmed the change. I then revived my retainer order late June… going to my old address. I contacted DW again to state they were sending it to the wrong address, it was at this point they informed me they’d change manufacturer and I’d need to go for an in person scan. I didn’t have the luxury of waiting as my retainer had broken so I had to drive over an hour to the nearest Impress location.
I stressed at the scan my current retainer was broken and they said they’d flag it and it may take about 8 weeks to come through.
I also asked for the frequency to be changed to 9mo and this was confirmed over email.

2nd December they confirmed my retainer from June was being sent, finally! I asked again to confirm the delivery address and I’ve had no response since and no notification of dispatch.

We are now in late December and I still don’t have my retainer from June and I have been charged for another retainer! Going to the wrong address!

I get no responses to any emails I’ve sent and I cannot get through to anyone on the phone.

Date of experience: December 29, 2024

I started my treatment around 2 years ago, went and bought a new retainer for £200 in June 2024 and was told they have changed manufactures so I needed to go back in to get new scans (not sure they can legally do this and not inform their customers when the agreement stated our scans were all on file and we could order our retainers whenever we wanted etc). Had to wait 2 months to get a scan in Newcastle otherwise was expected to drive over 2 hours to the next nearest place. Have been ringing and emailing for months now we no response and still haven’t received my retainer. This place is a joke. Not to mention the retainers are terrible and don’t even work, my teeth move back after 10 minutes of being out my mouth.

Date of experience: October 22, 2024

took 6 months to get to the point of informing me they were not suiotable for my teeth. Almost a year later and no refund - despite emailing me to say they would issue a refund.

Date of experience: September 13, 2024

I started using Diamond Whites in January 2023 and it is still ongoing... I really regret using this company. From the outset the communication was poor but as there was positive movement in my teeth I wasn't too bothered. However the real fun started once my treatment 'finished' and Diamond Whites cut me off the app even though my teeth were not straight, and the app itself had already notified me that I should keep wearing the aligners. Since then I have been chasing them for everything. Weeks and weeks go by with no communication, I have had two extra scans and no communication after either to explain what is going on or if this treatment will ever be finished. The latest set of aligners were sent with no prior communication to a wrong address (in the wrong country!) and DW have ignored my email to resolve. I'm not convinced they will make any difference anyway, since the previous sets did not. This company is unwilling to complete the treatment that, regretfully, you pre-pay for. I really hope they will at least have the decency to fulfil my treatment.

Date of experience: July 31, 2024

I have been wearing Diamonds White aligners since April 2023 and can’t see any difference in my teeth.
I have been for 2 additional scans and have had 3 different sets of aligners but still they have not worked.
Now they have stopped responding to my emails and I can’t reach them by telephone.
Have they stopped trading?!
I am still paying for a service that I have not received but would like a full refund.
I would not recommend this company to anyone.

Date of experience: August 15, 2024

Do not trust this company. After being approved (seeing photos and videos of my teeth) starting my contract with this company, I then was told on the day of my impression scan that I needed a tooth removed, it was too late to opt out of the contract at this point, so I paid for this to be removed, had my treatment, then opted for a pay monthly retainer, 12 installments and I had to wait until the 12 installments were complete to get my retainer, which was never mentioned when purchasing. Then 13 months later when I chased my retainer, they told me I need a new impression, and then it will be another 3 - 4 weeks until I receive it, and to top it all off, after asking them to stop my monthly payments and refund me my 13th payment, they told me the refund would take 30-40 days to come back to me, and then continued to take another payment. I have been trying to contact them for the past 3 days for them yet again to rectify. The don't answer the phone, and CLEARLY do not read emails. This company is a complete scam. DO NOT USE THEM OR WASTE YOUR TIME AND HARD EARNED MONEY!

Date of experience: August 14, 2024

DO NOT TRUST THIS COMPANY! it’s also fronted my a company called Impress. Don’t go with them either. They try to fob you off with more time in your aligners when your teeth aren’t moving at all. I now have gaps in my back teeth and they said I’ve finished my treatment and my teeth still aren’t straight. Customer service is terrible they take so long to get back to you probably in the hope you won’t bother

Date of experience: August 09, 2024

Started treatment over a year ago with 17 aligners with attachments, some fit loose in places and towards the last ones didn’t fit at all and my teeth where no closer to the promised results so contacted support team for more aligners. Went for another scan Sent me another 5 but which I had to chase them as my teeth where still no closer so contacted them for more aligners. I was fobbed off, received poor customer service and communication as you can’t speak to anyone! When you email it takes weeks for them to reply, when you call up either no one answers or you get put though to impress where they are no help because you are a diamond whites patient(even though diamond whites is owned by impress) , they say someone will call back (they obviously don’t), the amount of time I’ve spent calling and emailing to be completely ignored is appalling. Not to mention the amount of time off work to go to scans for them to not send any aligners anyway. You get through to someone who helps and then they fob you off and have to go through the whole cycle again. I would never recommend this company to anyone. They take your money then ignore you

Date of experience: July 18, 2024

Started my treatment in October 2023 and everything was fine, on to my 3rd or 4th set of aligners and they stated to fit less and felt cheap. Got to stage 10 and they didn’t fit at all so had to wait 4 weeks to get in for a rescan and then another 4 weeks for them to arrive. The new aligners were made by impress and were 10x better quality and fit. At the end of the treatment there were still gaps and I was told to go back 3 stages, which didn’t seem right, then when I ask if the retainer for the end of treatment acts as a last step to bring the teeth together or if it just keeps the teeth in place, I have been ignored. Can’t get through on the phone or email or webchat. Avoid this company if you don’t want to be robbed and ignored once they have your money.

Date of experience: July 23, 2024

Horrendous customer service, i have the attachements on my teeth, and had originally 29 aligners, my teeth didnt move to the 3d image, when i first purchased i was told there was a smile guarentee, when i complained i was told there was no longer a smile guarentee, and had to pay for refinement aligners, after arguing i paid in the end as i wanted results, took them 4 months to get me new aligners 13 this time and yet again they havent moved,so ive complained since i got one message back saying to book another scan, when ive went to do so ive realised theyve closed the scanning branch close to me ans the nearest one is now 112 miles away, ive sent numerous messages since, now being ignored, my teeth are in bad condition as ive had these on for best part of 2 years and been unable to get treatment as aligners would no longer fit

Date of experience: July 22, 2024

I re-ordered a retainer on the 3rd June for £200. They confirmed to me pretty quickly the manufacturer had changed and they needed me to have a rescan. I wanted it for a holiday, and I didn’t have time to wait for manufacturing of the aligner etc, so I asked for a refund pretty swiftly. Safe to say it’s been 2 months and they have ignored my last 3 emails asking for my refund. I thought they were great until this, but this service is disgusting.

Date of experience: June 03, 2024

This company is so poor & such a rip off. At my retainers appointment the women was so unprofessional. She took my scans and was gossiping to her colleague the whole time & not once said anything to me. Since the appointment, I hadn’t heard anything about the retainers being ordered. Nearly a month later I had to email to chase & only at that point I got a response saying the retainers would be another 3 weeks away. You can’t justify £200 either as it doesn’t cost that much to make them. WOULDNT RECOMMEND

Date of experience: July 19, 2024

The Impress aligners received worked great (faster than Invisalign with no dental fixings needed to move teeth) - go to Impress directly. Diamondwhites service provision and aftercare is unprofessional. It took 2 months for them to produce the aligners from scans, which nearly meant the first aligners did not fit. No follow-up or in treatment care is provided. no follow-up or seamless making of retainers is provided. They take your money and then you have to chase them for everything. They need to be reported to BBC watchdog to investigate.

Date of experience: June 04, 2024