Diamond Whites Aligners Reviews 3,783

The worst customer service I have ever experienced. Refused to issue me with a replacement retainer 3/4 of the way through my treatment, withheld information about clinics open near me, provided false information that the nearest clinic was 400+ miles away. As a direct result of this forced me to be unable to progress with my treatment for over a year and regressing in treatment tray by tray. I made multiple attempts to get an appointment to get a new scan and replacement aligner and have been unsuccessful.

I paid an additional £200 up front for a retainer to get at the end of my treatment but since they haven’t allowed me to complete my treatment I haven’t received the retainer and despite advising a refund was processed and would be paid within 14 working days I am still waiting almost a month later.

I made a formal complaint and asked for feedback from someone in the management team and have still yet to receive a reply.

I will be contacting trading standards and seeking legal advice to receive a refund and compensation.

Do not give them your money. I have since connected with many more customers online who have had similar experiences since they have been bought over by Impress. We are gathering evidence to take this further together.

Avoid.

Please do not waste your money . They promise a money back guarantee If you aren’t happy with your smile which is a lie ! They didn’t straighten my teeth as per the plan so I needed adjustments which I had to wait months for and it still didn’t work !!! My aligners cracked and they wouldn’t send more while I waited for new ones . I repeatedly got ignored . A disgusting uncaring company that ignore you once they’ve taken your money . I had to go and have treatment with my dentist which I wish I had just done in the first place . Also the cost of retainers afterwards is an absolute joke !!! Completely avoid . These are also linked with the company Impress who are also rude and unhelpful.

Money scammers. Took around £400 from me for retainer insurance and never sent out when supposed to. Can’t get through on phone. Fraud

My initial experience with Diamond Whites was excellent. Ease at using app, contact with the team, aligners produced. I also needed more aligners as I felt my teeth were not quite as I wanted them, and they scanned and supplied 6 more sets. So my Diamond Whites experience was excellent. However since moving to Impress it has been shocking. I stood on my retainer and needed a new set. I paid the £200 as per the website instructions in Oct 2024 and have still not been sent them. I emailed them, no reply, called them and eventually after 4 weeks they said I needed to have a scan. I explained they were just retainers and my teeth were the same, so couldn't understand why I needed to go into London for a new scan. They said they didn't hold patient information?!?!?!? Isn't this what this process is all about, how do they complete a subscription if they don't have your information. Anyway, after many attempt and not being able to make an appointment, I believe I have lost my £200. Impress is a joke company and from reading the reviews on here, I hope the don't last long.

What a horrible experience, Very unprofessional company zero customer service, Took my money and refuse to send my order even after i sent the proof of payment, Requested a manger to call me 4 times and no manger at this company has the common descendancy to call me back to explain the issue i am ignore on all calls, Email and the app support, To any new customers before you really want to use this lot they will steal and cheat you out of your money and lie all the time. I would not recommend these people to anyone AVOID and save yourself all the hassle and loss of money you will suffer if you use them. If you replay and say you are looking into my issue that is a total lie on lie and more lies still waiting on a manger to call me why dont you start by a manager calling me...


Things you all should know before you buy from this company

Let me be honest with you and i would suggest you read this and think twice before you sign on the line.. I have all the proof to back up the below claim
It all started so well i have a consultant call me and give me his number so we could talk over what i wanted to get out of the treatment and discuss anything i was not sure about, I was very impressed and he said I could contact him anytime we have a few whatsapp chats so I felt good and went for it…
This is where is all started to go wrong after they had me sign on the line and go the money it all changed, The consultant stop responding on whatsapp so I have no choice but to proceed the scan we ok and I got my aligners, I had constant issues of keep being asked to go back to a previous set of aligners the worst one was being asked to go from set 10 back to set 5 this was just silly and there was no support. After I finally finished my teeth are better would I say I was happy NO but it is what it is.
To make sure I keep my new teeth as they are I went for retainers and also signed up for the new retains every year as I need to keep these in position. I received the retainers and started using them.
Upon the payment being sent for the next set of retainers being sent I waited 2 weeks and had not have any contact from them so I called to see where my new set was and was told I need to come to the practice for a new scan sadly NO ONE BOTHERED TO CALL ME OR CONTACT ME TO SAY THIS very poor customer service. I then had to go to London to get a scan done they did say they would cover my travel because of not telling me that was nice but I never GOT the cash back scammed me out of that also but this is where it all GOES DOWN THE TOILET.. after the scan was done I then waited for my retainers and 4 weeks later nothing I called them to ask what was going on and was told its all in hand then after 6 weeks I called again and emailed to be told they have my order on hold as I have not paid but again NO ONE BOTHERED TO CONTACT ME TO SAY THERE WAS AN ISSUES, More to the point I have paid now 7 weeks ago I have to send proof of payment to them then waited another 2 weeks and nothing to contact them again and was told it with another department and they are still arguing about the payment even though I have email confirmation they have it they are still refusing to do my retainers, I have asked for a manger to call me and I have waited 6 weeks and nothing NOT ONE MANGER HAS THE GUTS TO CALL ME TO EXPLAIN THIS MESS OR EVEN TALK TO ME TO RESOLVE THIS ISSUE. I contacted them again its now been almost 5 months at writing this review and they still will not make my aligners and will not contact me on calling them its always the same someone else but no one will take ownership of this issues or solve it and have stolen my money.
Customer service is worth a ZERO totally crap and they will not contact you after they have your money you have to chase and chase to get no where and fobbed off all the time.
Manger do not exist at this place and will not contact or help you and its impossible to contact the managers I was told.
AFTER 5 MONTHS I STILL HAVE NO ALIGHERS AND NO IDEA WHAT IS GOING ON AND I AM OUT OF POCKET.
They are low life fraudsters how will steal from you mark my words think twice before you consider this lot.
Here is my time line for retainers
 Purchased mid October and I still do not have them and no manager has contacted me and still out of pocket to day I am out of pocket by £1443.17 this includes paying to fix their mess and the money they stole from me.. I still fighting to get my money back they stole but I will never get back the costs for fixing their errors and mess….
I have now had to go with a local dentist near to me to correct the mistakes from this lot so after all this layout I am massively out of pocket. Please don’t do it avoid…
Crap service by a useless scam company they avoid you and ignore you after they have your money.

Note

DON’T BOTHER TO CONTACT ME ON THIS AS YOU HAVE NOT BOTHER TO CONTACT ME ABOUT THIS ISSUE IN 5 MONTHS AFTER MY MULTIPUL REQYESTS FOR YOU TO DO SO LETS LET THE POEOPLE SEE WHAT YOU ARE REALLY LIKE SCAMMERS

Initial contact with Diamind White aligners was good. Everything took time but got there. As I approached end of treatment the app wouldn't let me book my final assessment. Phoned up to book manually but was told I don't need an appt.

Emailed later to ask why I was receiving notifications to book an appt and explained that I wanted an appt. Also asked why my final retainers that I paid extra for had been supplied. Asked for a callback request to discuss but this has never happened.

Finally got email response asking how they can help. We agreed to some remedial action and free treatment to cover the inconvenience and time they robbed off me.

Asked how to access the treatment and other remedial services. Ignored me.

Emailed me again. Ignored me again.

I remain utterly dissatisfied with my expensove incomplete treatment that I am still paying for.

Spend your money elsewhere. Businesses with customer service like this don't stay in business. Probably explains why they have needed to merge to rebrand. Hopefully Impress will take charge and do the right thing to its customers.

I can't seem to order my reainters. Their emails are useless and their contact numbers don't work. This is very disappointing as I spend thousands with them on getting my teeth straited and now I can't maintain the hard work and money spend on getting my teeth straight.

My journey with impress has been nothing but disappointing from start to finish! I had my scan back in September and was told I would receive my retainer in 6-8 weeks, I initially received no communication from impress after my scan. After weeks and weeks of me chasing, I finally received my retainer 5 months later.

On top is this, I was due to have whitening treatment at the London clinic. I booked a day off work, paid over £50 for a train and travelled 3 hours to my appointment only to receive a phone call 30 minutes before my appointment telling me they had to cancel despite the fact that I’d received communication from them earlier than day asking me to confirm I was attending. I was told by the receptionist at the clinic to email my complaint over and she would escalate this to management. My complaint was sent 2 and a half weeks ago however I am yet to hear anything from management nor have they made any attempts to resolve this issue.

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?

Completed treatment which was fine. Lost retainer so paid for a replacement. Didn't get a response for 4 months by which point my teeth reverted back to how they were before using the alligners. They don't respond to emails and only replied when I got the dental ombudsman involved. Avoid as they demonstrate poor customer service.

Absolutely diabolical.

AVOID AT ALL COSTS !

I made my order with DW aligners / Impress back at the start of July 2024. I went for my 3D scan, approved the treatment I was advised to go for and was told my aligners would arrive in 4-6 weeks.
I patiently waited and 3 months later I still hadn’t heard anything. From November 2024 until now I have been calling and emailing for updates on my order. I was assured my case had been escalated and I would receive a call back with an update imminently. This went on for 2 months and I still heard nothing.
On January 20th I had enough and requested a full refund. I was told this would take 7-10 days and I’d receive a call back from the finance department. We are now over 3 weeks later - no refund and money is still being taken out of my account even after being told me direct debit had been cancelled on 2 separate occasions by 2 different members of the customer service team.

Absolutely awful. DO NOT USE THIS WEBSITE.

I am now having to proceed with a fraud case with my bank as I this company have taken nearly £2,000 from me and I have not heard a single thing from them.

Just shocking. I have no idea how this company is still aloud to operate.

Robbed me for a whole set of 12 week aligners don’t buy of them they’re scammers

They are absolutely awful. There were no scan locations near me yet they still took my money for 14 months, by the time they told me of the scan locations, I had almost paid the full amount for a new retainer. I’ve been waiting 5 months for a refund and they still won’t give me my money back. Absolute scammers, they do not reply to emails at all and there’s one woman on the phones who seemed so used to the complaints it was actually embarrassing. Do not use this company it needs to be shut down.

Jihane Rahmouni…. Seems to be the same guy replying to thousands of people who have had the same issues as myself! ONE GUY replying to everyone….. now come on! This company needs investigating and shutting down!

I have contacted this company several times after they took money out of my account last October. They did not send me any aligners. I have called and emailed and they have not given me any response until date.
Save your money and go to a proper dentist.
As you can see from the reviews, they are just taking people's money and not delivering the service which is theft

Terrible service stole my money refuse to send my aligners i paid for will not return any call or sort the issues worst company every i wish i never got these aligners done, To any new customer think twice its a scam company who will steal from you.

Yes i have all the evidence to prove what i have said above is true and they are scammers

Non existent customer service. I’ve tried to dispute a problem over email and I have been ignored 3 times. They’re happy to be taking the same payment for 17months out of my bank though. With no goods received!

This company fraud you! Do not use them!!!!! They’re trying to take more money from me after finishing my treatment in October 2024

Started my aligners journey in December 2022 - First impressions of the company absolutely fantastic! Phone staff very friendly, helpful etc. Everything was going smoothly they assured me it would be a straight forward process 6-9 months to complete.
Got to September 2023 and things started going downhill. I was at the end of my aligners and didn't feel my teeth were as straight as the visuals I was originally sent and was happy with. I queried this with customer service who would always answer with 'someone will call you back' or I would just reach some sort of overflow number numerous times of calling. Anyway got fed up of waiting after 2.5 months I had the same aligner in it wasn't achieving anything so gave up and took them out. Eventually I got an email months later saying the dentist had looked at my scans and I needed to pay extra for my teeth to be filed down at a choice of 4 locations nearest one being 3 hours away!! (this wasn't said I would need when I signed up... It was 'straight forward') After a few months my teeth had all gone back to how they was before the start of treatment and would probably say it was total waste of money :)

Has anyone used lendismart as the payment plan with them?
Started off really well, customer service was amazing but since coming to the end of my treatment - I realised no money was being taken from my account for the payment plan on lendismart. This treatment started April 2024 with retainer included (supposedly!) and fast forward to now the company have started to take money from my account, but not on the 5th.

When trying to get through to someone with barely any luck- they advised they would pass me to a member of the finance team - this was an unknown WhatsApp French number advising me I can change my card details so that the payments would go through. This was immediately a red flag but they then tried to call on an unknown 020 number - this was a red flag and I called impress to get further clarification on lendismart and they barely had a clue.

Fast forward to now and having emailed lendismarts customer service - they responded in Spanish (a Spanish company!) I changed my card details via a link and fast forward today 27/01 8 attempts of payments were taken all at once! My card blocked the final 4 - and now I am left questioning how trustful this company is.

I have emailed impress, diamond whites , dr Marquez himself and his other private company with no explanation. No answer. I am now left unsure as to what I have got myself into with this financial company.
Has anyone had the same issue?