Diamond Whites Aligners Reviews 3,783

DO NOT USE THEM** They’ve taken 100 pounds out my account for a retainer they can’t provide and have now began ignoring me when I’ve asked for a refund**

I was very excited about this company as an introvert and had no issues until the end of my aligners. Yes my teeth moved but my teeth never got straight as I was told they would and was left with a tooth that was still very visibly twisted. I tried to contact them to see if they offered refinements even for an extra cost. I never got an email back so contacted them on Instagram to which they told me my email must of got lost and to send another one. Again this was not responded to. I decided just to ask on Instagram about the refinements and my message was read and ignored. Shame, because I was willing to pay the company again to get my teeth straight. In the end it’s a good thing they didn’t respond because I was forced to go with Invisalign and pay more, BUT I know it’s being done properly this time. Just a shame I’ve had to pay twice, should have done Invisalign from the start and saved my money. Don’t waste your money, pay more or pay twice.

Shocking - taken 2 payments of £150 for retainers and haven’t sent them out. Requested I go in for a scan but I was working away. Refused to refund me until I was back in the country. Still owe me £300 and no one gets back to.

Their service started off excellent 3 years ago but recently turned to garbage. I would not recommend this company at all. I cancelled their service due to the reduction of scan centre options (no longer provided a centre in my area). Unfortunately they had already taken my subscription and had promised a refund within 30 days. This did not materialise , and after lots of un answered emails and phone-calls had to recoup the refund through my own bank.

0 STARS do not trust this company! They’ve taken my money and the treatment is totally defective - it’s ruined my teeth and now they’re not doing anything to rectify it or give me my money back. My dentist has even written a letter to evidence the issues it’s caused with my teeth. They’re ignoring all my calls and emails. I will be proceeding with formal legal action.

I’m extremely disappointed with my experience with Diamond White Aligners. Despite spending nearly £2,000 on treatment, my bottom teeth haven't moved at all, and I’ve dealt with broken aligners throughout the process. After consulting with a dentist, I learned that they claimed I needed IPR (tooth filing) for the treatment to work – something I was never informed about and do not want.

Even worse, I’ve reached out to customer service multiple times with no response. This lack of communication, combined with an ineffective treatment, is completely unacceptable. I would not recommend Diamond White Aligners to anyone based on this experience.

They will call you and email you constantly when you initially inquire, then once they have your money, they will completely stop communicating. They sent the wrong aligners which were for somebody elses mouth and teeth. It took 6 months to receive the correct aligners and at the end of it, it didn't really make much of a difference to my teeth anyway. The amount of times I had to go back for new scans because they lost the information was ridiculous and ended up being more expensive than choosing the more reputable and expensive aligner brand.

The hands down WORST company I have ever used.

I BEG you take this review serious and don’t waste your time or your money.

They will not help you.

They will take your money and ignore you.

They will make terms and conditions that they later remove so you can’t argue to get your money back

I promise you spending the extra on a proper service will SAVE you money because Dw will lie to you, steal and cheat.

They will claim to do things and NEVER do them.

I wasted a year trying to sort my teeth, only to end up out of pocket ignored for 4 months by a company who owes me a refund.

DONT DO IT!!

Around a month ago, I paid £99 and booked an appointment at their Liverpool Street Impress branch for all the 3D scans and X-rays so they could inform me of my suitability and provide a quote. The initial appointment appeared ok, I had pictures taken, scans carried out and it all looked like a clean and professional outfit, but it felt a bit like once they'd completed X-rays etc, they just left me to walk out with no further discussion. Later that day I received an email with a DW - Impress Treatment Plan Overview including a quote and ending with, "Provide a Timing best suited for you for us to contact you tomorrow to discuss further in detail". So I replied straight away that they could call me 11am the following day. I received no call. So a few days later I again emailed them offering various times that they could call to discuss. Again they didn't call but the following day sent an email strangely suggesting that they can call me the day before (!?). We all make mistakes, so no biggie. However I did get another email from a different contact within DW/Impress, based at a different site to the one I attended, who mentioned my scans and offered me a completely separate and much more expensive quote (£600 more). So I emailed them both separately to try and connect up the dots and clear the confusion. I spoke to one of them at length and it felt like we got somewhere and was all going to be ironed out. They promised I'd get a call back from them in a few days with my scan results, ready to proceed to the next stage in making the aligners. I never received that call or an email, so I waited a full week before calling them again to find out. The person on the other found me on their system and promised that I'd receive a call from them later that day. That was 2 weeks ago and still nothing. So they've basically taken £99 and produced nothing. I was so fed up waiting and doing all the donkey work that I've gone elsewhere for my aligners.

The worst customer service I've ever experienced with what I thought to be a fairly good company. They take so so long to reply, even though they say they should reply within 4 days max, it's always over a week. They copy and paste responses and never actually respond to specific questions and queries that I have. I ordered a retainer a few weeks ago and had a scan and have no update on what's going on with my order whatsoever. I don't even know that they have my scan and that my retainer is being made even though I have emailed about this, still no response after a week.

I have spent a couple thousand on my diamond whites aligners if I include times I’ve had to pay to re-buy them after the cheap plastic breaks, and now the work is all being undone as they told me they lost my scans as they moved labs. I had to go to a lab in London to redo my final aligners and it’s now been 7 weeks without them (I was told could take up to 3 weeks). My teeth have moved and I have tried to contact Impress and Diamond Whites several times but my emails are ignored, despite the “3 day response time” their auto email advises of. Who knows if they’ll ever turn up! Phone number just rings out.

I would advise against engaging with this company as they have consistently failed to fulfill their promises and provide satisfactory service. Despite numerous attempts to contact them for a promised £150 refund for a missed appointment, they have not responded or provided the refund after four months of communication. Their lack of professionalism and reliability make them an unreliable choice for any services.

Still waiting for a £200 refund that was ‘processed’ in August. If you’re thinking about using this company- don’t bother

Terrible non existent after care to get night retainers. Amazing this company can continue to take people's money . No replies to emails or calls at all .

Initially brilliant, I had my scan in February and received my 15 sets of aligners from impress in April. My aligners were for minor straightening issues. I hoped to get these sorted for my wedding which is now only 2 weeks away.

I started my treatment and it all went very smoothly, uploading my scans each week and moving onto a new aligner as planned.

Get to aligner 15 and I notice this will not bring my teeth into the results shown to me in the 3D visuals they sent prior to treatment starting. I would still have 1 tooth on top and 1 on the bottom not quite where they should be.

I keep wearing my aligners as I should and uploading photos to keep being told to stay on this aligner… we are now about 3 months after my aligners were due to finish.
I also had been receiving messages to order my final retainers to be ready for finishing my treatment (I had prepaid for these) after many messages regarding ordering these with no reply, I finally got an email on 14th August 2024 to say my retainers had been sent to manufacturing and I would receive them within 2-3 weeks.
About 5 weeks later I still had not received them so I messaged impress on the app and I got a phone call from a clinic in England (I am Northern Ireland based), saying I would need to go to Liverpool or Manchester for a scan.
This wouldn’t be possible for me so I explained that, plus when ordering the retainers along with my aligners at the very start it did not state you would need a rescan, it was made to believe the retainer would be sent out in the end result goal.

I’ve messaged on the impress app to be told they will contact me when they know more and emailed diamond whites multiple times with no reply at all.

I am disgusted with the customer service, to not have the end results that were shown and to now be out an extra £200 for retainers that I had paid for and never received, I think is ridiculous.

I wouldn’t recommend anyone to use this company, pay the dearer price elsewhere for good quality service and the end results you hoped for.

It’s a shame I even have to give one star, they don’t even deserve that! DO NOT WASTE YOUR MONEY, the whole thing is a scam! You may as well throw your money into the bin!
I have been ignored for 17 weeks, whilst awaiting my next set of aligners that don’t seem they are ever going to arrive. £1700 down the drain!
The worst customer service and company! Hopefully this time the company owner BEN doesn’t call me and beg me to remove my bad review like last time :)

They don’t respond to emails! There customer service is non existent.

Really wouldn’t recommend! They’ve not responded to any of my emails since 9th September it’s now the 30th.

Avoid

Finished my treatment in December 2023, it’s now September 30th 2024. I prepaid for my retainer which I am still yet to receive. I am disgusted by their customer service. Go elsewhere, don’t waste your time on these scam artists. Never saw a dentist once, just some unqualified people in a rent an office. AVOID

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!