Diamond Whites Aligners Reviews 3,783

Took payment for my retainer in November 2024, by January I'd heard nothing and as I'd moved I contacted and was quickly told I had to travel miles to get a new scan which I declined. I was told by Juan on 5th February that I would have a refund within 30 days, I'm still waiting! I've since been told its 'being processed by finance' and I've made a formal complaint which I was told the procedure is to respond within 3 days maximum... its been 6 working days and no response, absolute shambles and just stealing money off of people!

This is a very long story but after months and I mean months of emailing I finally got a response and was promised some money back by Juan. I was promised my money by the end of February which never happened, again after chasing with no response finally Juan called me and promised it would be before or by 14-03-25, again nothing no response from juan, the only email response I had was to say he was on vacation.
I was then emailed by someone else saying I have to wait until mid May!! No manager call back like I have requested. I have poured my heart out without any response! No one cares! I want my promised payment now!!!
Very bad company! No one actually cares for customer service. No complaint procedure! I paid for treatment and there has been no aftercare! Impress lost my digital images and will not pay me the compensation promised! My bank details were given on 18-02.
I don’t want your fake automatic response on here I want my promised payment!

Fraud. Disgusting company. I have been paying for a retainer monthly for 3 years, supposed to be getting one every 6 months. Never received a retainer. They now owe me a retainer and £400. They “processed the refund” in February and this was due in 6 weeks, by 18th of march. Still no refund. Silence from the specialist who was originally emailing me. Phone lines not open. WHERE IS MY MONEY.

Awful experience and honestly don’t know where to begin, paid £2000 18 months ago and now they’re completely ignoring me. Products doesn’t work either, I’ve had two sets now and they’ve made my teeth worse to which they’re not responding to me and ignoring my calls and emails fully knowing they’ve made my teeth worse and they can’t fix them, the customer service is awful.

I would not recommend them, stay well clear

TERRIBLE! Stay away!
I've messaged over 10 times and tried calling their phone line but there's no one on the end of the line. Really worryingly, they've taken two retainers worth of money and I've not received any goods. What do I do now if I can't get hold of them?

Service during alligner journal was second to none. Unfortunately much like the other reviews, once you’re past the alligners and onto the retainers, the customer service is shocking. I’ve emailed several times about the quality of the retainers as I paid the money to have my teeth straightened but the retainers are of poor quality that my teeth began to move back despite wearing them probably more than the recommended time. They continued to tell me to use chewies to fix this which it didn’t. I received 2 replies out of many emails I had sent. They’re now saying my OVERDUE retainers have not been produced despite being well over the time I was due to receive them and my current retainers are in awful condition even with extra care. They last replied saying they would be in touch for a rescan due to my teeth moving back with the retainers not fulfilling there purpose, that was weeks ago. I’m really shocked as my alligners journey with this company was pretty much flawless. I really hope they work to produce better quality retainers and provide the same customer service to those who have moved into retainers. I almost feel like I’ve wasted my money due to my teeth moving back with no help provided from diamond whites.

I finished my treatment last year and paid into the subscription service for 6 monthly retainers. I've had one set but payment has come out for my second set and as yet they haven't arrived. TWO months on. I've emailed diamond whites and had no response - it's so frustrating when you pay for a service up front and you don't actually get what you pay for. So disappointed.

Original experience back in 2019-20 was fine. However night retainers to maintain teeth have become poor in quality and now they have taken my money and stopped replying/fulfilling orders.
Lots of negative reviews, I'd avoid at all costs.

Avoid Diamond Whites Aligners – Unprofessional and Dishonest Service

I first contacted Diamond Whites Aligners on February 17, 2025, regarding my retainer subscription, which promises a new set of retainers every six months in exchange for a £12.50 monthly payment. Despite paying for 16 months, I only received one set of retainers—meaning I was charged for 10 months without receiving the product I was paying for. At no point was I informed that retainers would not be sent out, yet payments were taken without question.

When I finally raised concerns, the customer service team, particularly Salma, repeatedly ignored my key questions, failed to provide a breakdown of my payments, and blatantly disregarded my refund requests. Instead of taking responsibility, they dodged my emails, refused to acknowledge their mistakes, and failed to provide any resolution. My last few emails were completely ignored, proving a shocking lack of professionalism and accountability.

It’s unacceptable to take money from customers while failing to deliver the promised service. After months of frustration and being dismissed, I have had to cancel my direct debit and demand a refund—something that should never have been necessary if Diamond Whites Aligners had any integrity.

If you’re considering using Diamond Whites Aligners, think twice. Their business model appears to prioritize taking money over fulfilling their commitments, and their customer support is non-existent when it comes to resolving serious issues.

I would strongly advise against trusting this company with your money.

My actual experiance with diamond whites in 2023 was really positive.
But… my retainer has broken and just simply can’t get in contact with them at all to purchase another one, which has meant my teeth are moving! So all that hard work and money is currently being wasted.

AVOID these at all costs, awaiting 2 sets of retainers on a rolling contract from 06/09/24 still not received , after numerous phone calls and email , the same bullshit we cannot get in touch with the clinic , absolute rubbish , promised to call back never do. Teeth are moving now back to original positions all ruined , decided today to make a complaint for the full treatment costs to the Dentist governing body, i suggest everyone else does. DO NOT BUY OF THESE EVER !!!!!!

Awful experience! All seemed well at first until I paid, I finished my retainer course and was still not happy, in the end I had to pay extra to have more made and still now look no different! So unhappy and wish I didn’t waste the money.

If any of you are having problems with diamond white you need to ring the number on there website, go through option 2 and get them to book you an appointment with the company that has took over them called impress, impress are 10x better it’s easier and more detailed process you go through, I just finally got rid of diamond white and onto impress after going through a head ache with diamond white

Customer experience and communication are SHOCKING/non-existent!
Please can someone give me my money back? I’m owed a refund that I’ve had to chase and chase and chase.

If I could give negative stars I would. Please anyone who is thinking of going to Diamond Whites take this review as confirmation not to. Once they received payment it was next to impossible to get hold of anyone and if you did manage to get hold of them they would hang the phone up on you. I received my aligners months after I paid for them and I was not given any instructions / treatment plan and after the most shocking customer service I have ever experienced, my teeth have not changed 1 bit.
I finally received a response to my complaint after several months of chasing them and they explained that Impress have now taken over and the service should be much better, this turned out to be untrue and the appointment with a dentist they allegedly made for me never got confirmed and I was unable to get a hold of them again!
I've gone to the financial ombudsman however, they hide behind their terms and conditions so they keep getting away with treating people like they do!
Please take my advice, do your research and go to a much more reputable company than Diamond Whites!

Do not use this company. I started my treatment in 2022 and still paying off a loan when my teeth are alot worse than when I started the aligners. Worst company I have ever dealt with . Nothing but scammers! My loan was 1300 for worse teeth !!

Please do not use this company. It used to be great and when I ordered my retainers a few years ago I had no issues. But I have since tried to order some replacement retainers and received an email saying I needed to pay more money to have a scan which I wasn't aware of. So I decided to cancel and requested a refund as going to a dentist would be cheaper! And after chasing for 5 months I have finally got my refund but not through diamond whites, through paypal!!! Absolutely disgusting the customer service- do not recommend

I started my teeth straightening journey in December 2023, and here we are in March 2025, and I’m beyond frustrated. The whole process has been filled with endless issues, from terrible customer service to constant difficulty getting appointments. Not only has the experience been stressful, but my teeth look no different than when I started. I’m extremely upset and feel like I’ve wasted so much time and money. I would not recommend this to anyone.

Awful customer service, was charged for retainer subscription and never received them. Have now called and emailed multiple times over the last 4 months to try and cancel my subscription to ensure I am not charged again this year for retainers I will never receive but get no help from any of the customer service team. Am just told they are awaiting update from 'manager' and will call me back. Unsurprisingly, I never receive the call back! Awful.

Terrible customer service - reordered retainers in October 2024 - we are now in March 2025 with no update from the 'retainer team' despite having called almost every week since then.

Rude, unhelpful, don't follow through with promises to call back with update. Overall horrible experience and a terrible, unprofessional company.