Diamond Whites Aligners Reviews 3,783

Initially very happy, now on tray 15/15, have contacted via email and WhatsApp message, asking when my retainer (which I have paid for!) will arrive, I have had no response for 2 weeks! Customer service is not great at all.

Complete rip off scammers happy to take money. Had a scan done beginning June then nothing no calls no pictures to show what teeth will look like after treatment nothing so I could agree to go ahead with treatment I had paid for. 3 official complaints later that are Jyst ignored and loads phone calls which Jyst get cut off I have requested full refund but heard nothing!! It is ashame as diamond whites were recommended by a friend who used them couple years ago and had fantastic results ! Don’t part with your money .

I am extremely disappointed with my experience with Diamond Whites Aligners and their other company, Impress, and I feel compelled to warn others about their lack of professionalism and accountability. I purchased teeth straightening aligners from Diamond Whites for £1,650, financed through Dulogi. I was initially promised a "smile guarantee," but my teeth remain uneven, and the results are far from what was promised.

To make matters worse, during the course of my treatment, the last five aligners were sent out by Impress, in their own packaging. Unfortunately, Impress proved to be just as useless as Diamond Whites, offering no improvement or results despite their involvement. Impress also assured me of a full refund should the results not meet expectations, but this promise has not been honored. Both companies have failed to deliver on their guarantees, making them nothing short of SCAM COMPANIES This lack of communication is completely unacceptable.

They had a scam what’s app number under the name DUKE WILSON which has now been deleted

I purchased in October 2023 and was told it would be 22 stages, from the beginning of my treatment I have had countless conversations with diamond whites ( before they stopped replying months ago) and impress in regards to my concerns in regards to my jaw, top and bottom teeth not touching anymore and the fact that teeth that was perfectly fine before I started this treatment are now uneven and different shapes and lengths and they never done anything about it, we are now at the end of august 2024 and it has been the worst experience of my life I have wonky teeth and will have to pay a PROFESSIONAL to correct there wrong doings as I have lost all hope and they no longer reply to my emails calls texts.

Additionally, I have encountered significant issues with the financing arrangement. When I contacted Dulogi by phone to request a copy of my loan agreement, I was informed that the loan had been sold to NCO Europe. Shockingly, they stated that they couldn’t—and didn’t want to—share any information about this. I was never informed by either Dulogi or NCO Europe that the loan had been sold, nor have I received any correspondence or legal documentation regarding the transfer of my loan. This complete lack of communication raises serious concerns about the legitimacy of this loan arrangement and is a clear breach of my consumer rights.

In addition to the original £1,650, I paid an extra £200 for a “complex case” and another £250 for attachments and retainers. These costs, have not been refunded I have been left with uneven teeth, attatchments still on my teeth no retainer and no perfect smile like I was sold.

The entire experience has been frustrating and stressful, I strongly advise anyone considering Diamond Whites or Impress Aligners to think twice before committing to their services. Save yourself the hassle and disappointment I have endured.

If this review prevents even one person from going through what I have, it will have been worth writing. Diamond Whites and Impress have shown a complete disregard for their customers and their rights.

If you was unfortunate enough to trust this company and fall for there lies.

CONTACT YOUR BANK EXPLAIN, AND DISPUTE ANY PAYMENTS TO THEM AND DO A CHARGE BACK

They are scam companies, and I hope they take these issues seriously and improve their business practices immediately.

I don’t write reviews unless they’re extreme.

Here’s the situation: I purchased the treatment three years ago. Worked brilliantly. Ordered two sets of retainers, also worked brilliantly.

This week, I ordered a new set. I was told they “don’t have the scans”. This isn’t logical; how could the company that created the scans not have them? Without them, how can I maintain the results?

It was only after being ignored multiple times that I came on here and saw that they have been taken over. I am astounded that they didn’t inform anyone, or, even more stupidly, keep the records of their customers. Now it isn’t possible to get a retainer from the company that made the changes to your teeth.

It’s a disturbing lack of responsibility. Not only do I not recommend this company, I would actively say you should avoid them at all costs. You won’t get a reply, you will be ignored, and you will be astounded at the lack of thought and care.

Since they do not seem interested in responding, I am interested in pursuing legal action.

Well it looked all singing and dancing with their great marketing and website etc. It was something I was thinking about for a long time, and finally thought I want to take the plunge and go with straightening of my teeth. Its mainly just a one tooth that sits up more higher than the others I was mainly bothered about. So booked in for my scan, first impressions they seemed very friendly and all seemed legit. Very good comms at the start etc even advised not much tweaking needed. I was told on the day, this shouldn't take long and I would be expecting an email with my plan and if I want to proceed etc... I waited and waited and I received nothing back? I noticed something wasn't right when they started to ghost me on WhatsApp (very responsive before)... I then tried calling them... like everyone has mentioned its another company and I didn't manage to speak to anyone. Literally couple months later, I got an email from a guy called Cameron telling me 'Richard' has looked at my case and plan ready, but now mine is classed as a 'complex' case... hmmmm... bit odd. Basically I told Cameron what my views are, and to be honest I am lucky that I only lost money on just paying for a scan rather paying them for the full plan treatment. I mentioned to Cameron that even their social media marketing seems not legit... only using 'social influencers' for their products, comments deleted from posts on a regular basis? So after looking on here at the reviews, just confirmed my gut feeling - steer clear from here, waste of money and time. I am just more frustrated I was actually really looking forward to this.... and feel quite annoyed... maybe should of not got my hopes up! But glad I cut it off where I did.. otherwise would be a big hole in my pocket!

2 YEARS ON AND IM STILL GETTING IGNORED. THEY DONT EVEN NO WHAT TREATMENT THEY BOOKED ME IN FOR. THEY SAID I NEED MY TOP TOOTH SHAVED AS THE ALIGNERS WONT BUDGE IT. NO ONE PICKS UP THE PHONE AND THE TREATMENT THEY SAID I NEEDED ISNT GETTING BOOKED BECAUSE THEY ARE CONFUDED. I HAVE PAID 1500 FOR ABSOLUTELY NO RESULTS IM DEVASTATED 😢 PLEASE DIMOND WHITES HELP ME OUT NOW ITS GETTING UPSETTING

As per many other reviews here, I started the journey nearly 2 years ago, and at first was very impressed with progress and even recommended a colleague. However my treatment didn’t provide the expected results, the company has been taken over and now having paid for further scans (which is at a makeshift pay per hour office in Peterborough) I am waiting 2.5months for my next steps, no reply to emails, no answer to phones. My ‘real’ dentist is suggesting I need to start from scratch with Invisalign as results are poor and teeth have nowhere to go without filing. As they say, you pay cheap you pay twice. Avoid!

Purchased my aligners via the DW website in Feb 2024.
Having heard nothing, receiving no email response & the phones going to a constant overspill that either was not answered or your name & number taken for a call back that never happened! I was not happy.

I took to LinkedIn being a frequent user for business. There I started to find names of the cowboys that run this “business” so I contacted their head of sales. I was diplomatic but emphasised how unhappy & disgusted I was that £1.5K of my money had been happily & easily taken with nothing to show.

He was quick to respond & he got me on the journey of treatment & eventually by May I received my box of aligners. I can honestly say if I had not contacted their head of sales via a social platform I would still be out of pocket with nothing to show today!

I have now finished my treatment & whilst my teeth look so much better, they are not the perfection my 3D impression scan portrayed.

Today I went to a local dentist & had scans for my retainers because there’s absolutely no way I would use this company ever again!

Quoting mr head of sales LinkedIn profile - “I helped Diamond Whites grow from a cold start business to achieving £7.8M in revenue in 18 months”.
Just great when hardworking, working class people are being robbed of their earnings!

STAY AWAY FROM THESE PEOPLE is my advice!

Gutted. Gutted. Gutted. Waiting on a set of retainers promised months ago - no answer on the phone, no emails back. Funny how they are so unresponsive when they have your money! Avoid at all costs.

If I could give 0 stars I would. Absolutely shocking customer service, does not deliver what is promised. Had to have a scan for refinement aligners in January only to be told in May (after chasing up several times and being told the aligners are at the lab or being shipped) that the scans were never submitted as the member of staff left the company. Now they want me to travel to Leeds from Newcastle for a 10minute appointment for another scan. Have emailed formal complaint and have received no response and have also tried to email again to chase this up. No response. Avoid at all costs.

I paid for my sons aligners in March 2023.
It is now 2024, he still hasn't received them.
Customer service is absolutely awful.
Now no-one even answers the phone .
Don't do it

This company is impossible to get hold of once they have your money . Be warned

DO NOT USE! I would give 0 stars if I could!
My experience from start to finish has been appalling.
Took 6 weeks from my scan to get the 3D visual instead of the stated 3-5 days, took a further 6 weeks to receive my aligners with very little communication in between. I was told I paid for a retainer and the received an email said I could have a free one so they said this would be added. (This never arrived with the box) after 12 weeks back and fourth I was issued a £100 voucher and told I would have another free retainer (I still haven’t received the first one). My treatment finished after 15 weeks and I mentioned I was not 100% happy and my teeth did not look like the 3D visual, I was told to go back 3 weeks and rewear then report back. I was then told I would need to pay £50 for IPR which I already had at the start of the treatment. I refused and they sent me for another scan. After 2 weeks I still hadn’t heard anything. I emailed and was told my scan was being reviewed. Another 2 weeks pass and I receive a notification from the Impress app telling me to book an appointment whilst I wait for my aligners. I log in the app to find 5 more stages and mention of attachments. I tried contacting DW to ask them to explain what the process would be and if this was right, no answer. My aligners have been delivered I have tried calling, and messaging but not response. I still do not have the 2 retainers I was promised and not 100% what is happening next and if this is going to cost me any more!
DO NOT USE!

Service Review:

1. Poor Communication: Everything seemed smooth before payment – quick responses, attentive service – but that changed the moment I signed up and paid. After that, communication became a nightmare. I often had to wait weeks for responses to my queries about my treatment, whether it was about lead times for aligners, updates on my treatment plan, or fee adjustments. Multiple follow-ups were necessary just to get basic answers. They also do not seem to have a complaints procedure and as they do not respond to emails, I may use the Dental Complaints Service or make a complaint to the General Dental Council – I will update my review accordingly.

2. Third-Party Providers: Despite the branding and marketing showcasing their own branded products, it turns out that DWA outsources most of the work to a company called Smile2Impress. This includes manufacturing aligners, conducting scans, and managing the treatment. It’s not made clear in their marketing, and in my experience, it feels like DWA is just a middleman brokering services to another company.

3. Review Manipulation: After posting my initial review on Trustpilot, the owner of DWA personally called me, promising to make things right and even offered a free retainer. He also asked if he could “be cheeky” and ask me to remove the review, which felt inappropriate. Additionally, they send out promotions offering a £50 discount in exchange for Trustpilot reviews, which makes me question the authenticity of many of their ratings.

Treatment Review:
It took months longer to get the aligners than I was told.

I was initially pleased with the 3D scan and proposed treatment plan. The Smile2Impress app is user-friendly, allowing you to upload scans weekly. However, by the time I reached tray 10 out of 15, I noticed that my teeth showed little to no improvement compared to the scans. When I raised my concerns, I was told to “trust the process” and continue.

By the time I finished tray 15, my teeth were far from straight, and nothing like the 3D model I was shown at the start. Impress then informed me that I would likely need more treatments – at an additional cost – despite already paying £1,600.

Final Thoughts:
Save yourself the hassle and go directly to a dentist. If your experience is anything like mine, you’ll end up paying for flashy marketing and misleading reviews while still needing more treatments to get your teeth straight. It’s been an expensive lesson, and I still have wonky teeth with more costs ahead to rectify this.

Awful customer service.Waste my entire year.
Try to connect them by calling email and text massage nobody responds.
Finally I had to make a complain to Dental Complain Service to get my money back.
Completely messed up my smile.
I should’ve checked those trustpilot reviews before making purchase.
90% patients are not happy with them.
It’s a Scam please avoid.

Initially I was happy with my experience with Diamond Whites. I had a scan close to home and the treatment took a little longer than expected but I was happy with the results. During this time the company was taken over by Impress and I think customer service standards have fallen since then. I purchased new retainers over two months ago and when they didn’t arrive I queried it. I was then told that I couldn’t have them unless I had another scan. I went to book the scan only to find out that the nearest place is now 33 miles away. I contacted customer services more than once to say I couldn’t travel that far and asked for a refund. I have been totally ignored. I have now raised a dispute through PayPal but I’m guessing it will be a long wait to see if I can get my £150 back

I believe I am in a long list of unsatisfied customers who started off well. But now the phone just rings and rings. No email response.

I was supposed to get a retainer or some refinements. But this does not seem to be the case.

Initially it went really well. But now I have been waiting 6 weeks for a response from my scans that I had with Impress. I shared my disappointment with DW and Impress got them to get intouch. But that was over a month ago.

Still waiting.

Since my last review still no contact by email other than a standard apology for not responding due to high volumes of contact. No answer on the phone. Impress app reinstated I've messaged on chat and received same apology email saying high volume to call the number that's never answered.
Seemed good until you have an issue they don't want to help
Don't waste money as I feel very let down and it cost alot of money.

Avoid! Paid each month.. for nothing.. nothing received. After numerous emails the finance company helped me and have decided to no longer do any work for them due to complaints. Then they rang, 6 months later saying I was a complex case, Iv already had a brace and just wanted a small tweak. Absolute frauds.

Overall I am happy so far… I originally purchased and paid in full in December I chose the impression kit at home, over all the whole process from paying and getting the aligners was 4 months as I didn’t get them until April.

I went to Sheffield for IPR and attachments which were great with me, I check in every week on the app and told if I can check in to my next aligner or not which was mostly weekly apart from 1 I had to wear for an extra 5 days.

The aligners themselves seem good quality none have broke etc, I was originally given 16 aligners and I have now come to the end, there is a massive improvement from where I started but two at the bottom haven’t quite rotated enough and one at the top needs moving a little more so I’ve been back to Sheffield today for a scan this time instead of impressions and recommended for refinements.

I have been told this will now be a 4-6 weeks wait until I get my new aligners for the refinements and I will need to go back to have my attachments removed / redone and some more IPR so I have to keep wearing my last aligner until then which I’m hoping will be ok

So overall I would say my actual appointments in person at impress who work with diamond whites have been great they are friendly and knowledgeable, the impress app you use to check in your progress scans is also good and usually get a reply within a couple of hours on whether you can move to the next step or not. The actual aligners have been great and have made a massive improvement but I do need more aligners / refinements which I am now waiting for

The bad bits is the waiting time as I said at the beginning it was 4 months before I could even get started when promised weeks, I am hoping that 4-6 weeks for refinements is kept to. My major bad point is the customer service for diamond whites they are really hard to get hold of and get a reply from I have spent alot of time chasing up replies and no knowing what’s happening next this is not good and definitely needs some improvement. But overall quality for money and results I would say I am happy and will be glad to finish my refinements and hopefully have my perfect smile