Diamond Whites Aligners Reviews 3,783

The worst company I have ever dealt with. They have stolen money from me with false promises of a refund which never appears. I wish I could give no stars. I also wish I could rewind time and never use this company it has caused me years of stress and expense. I am out of pocket because of this company. Please avoid!

One star is only because I couldn’t rate this company any lower ! They take your money and do not return it when the product doesn’t arrive. Avoid at all costs

Terrible company. Did a course of aligners. Never got my replacement retainer. Constantly contacting and no one got back to me. My teeth have gone back to how they were. Waste of money.

I bought diamond white aligners with impress over a year ago now.. my journey was frustrating. There was a couple appointments I travelled all the way to Bristol for (hour and 20 mins from me), in which they got the appointment wrong or it wasn’t needed. I wore my retainers for about 12 months and when they was up, they wasn’t completely straight and they had told me I needed to pay MORE to get them completely straight. In the end I just never went back. At the 3D scan at the beginning of my journey they said they would be completely straight after 9 months, so this was a lie. Not happy.

Absolute joke of a company. My end journey still wasn’t straight despite doing all the scans and following instructions. Didn’t get any help with being sent out my retainer. Don’t waste your money! Wish I didn’t. Me and my partner both got aligners at the same time so a lot of money!!!

I have had nothing but issues with this company. The whole aligner process was great and has straightened my teeth but not for long as I can’t get a retainer. £300 I’ve spent on retainers with the subscription and never been sent a replacement. I have been trying to contact them for months and months and nobody ever gets back to you.

The worst customer service I have ever experienced. I bought the retainers , they took 3 months to even get back to my emails about when it would be delivered. They admitted they hadn’t even looked at it. It did straighten my teeth however I purchased the night retainer subscription. They kept charging me , not delivering then they admitted lost my scans and the only location they offered to get me rescanned was over 100 miles away. I decided to cancel the subscription which they confirmed - that was a year ago. I have been charged 4 times since and they won’t provide me any info over the phone and won’t reply to my emails. It was been 4 months since the last payment was taken with no response from them on a refund. I have now had to resort to taking them to small claims court. DO NOT USE THIS COMPANY. WORLD OF PAIN.

I have had my aligners for a while now, and due to having issues with my general health, I didn’t wear them.
I was kicked off the app and was never allowed back in.
With continuous emails, and me trying to communicate, nothing was ever resolved.
I was spoken to on email to try get myself back in the app, he said I should be able to log in now, however I wasn’t.
Few weeks go by, I email again, and no contact.
Emailed last week, I went to the wrong department who transferred my email to the correct team, still no contact.

I was so excited to be gifted my aligners as a present from my parents for Christmas, as I am so self conscious of my teeth, and wanted to achieve my dream smile.

This has now made my whole journey of achieving my dream smile a complete misery.

I would just like a refund to go elsewhere to gain my forever dream.

They take your money, don't offer you any treatment then ignore you and refuse to refund you. If anyone is waiting for a refund good luck. Take it to a small claims court which I've just processed now. Do it now before they end up going bust

When I first started my aligners journey it was perfect. Since then I have been paying monthly for the 12 month replacement retainers. Last year, my retainers were late being sent out. So I got in touch to be told that they have switched providers and I had to book an appointment with Impress. No problem. Would have been nice for them to let their customers know but whatever. I went to the appointment for a scan and had my new set sent out to me. Fast forward to now, I’ve had to chase them up again to ask when I will be receiving my new retainer. Didn’t hear anything back from several emails I sent. I rang them - unable to take my call. I carried on ringing them because I was getting annoyed by this point. Finally got through to someone to be told again that they are now under impress and I have to go for a scan so they can make me a new retainer. I said I did this 12 months ago and I wasn’t told that I would need yearly scans, otherwise I would have booked a scan on my week off work and now I don’t know when I’ll be able to attend a scan, so how much longer am I supposed to wait? The (very nice I have to add) lady on the phone told me she will escalate it with the medical team to use my previous scan for my new retainer.
I just think the communication is ridiculous. We are paying a lot of money to this company and they are not communicating to let us know it’s time to book a new scan. They’re not replying to emails. You have to hound the phone line to get someone to answer. And to be honest, I’m not holding my breath that my retainers are going to arrive any time soon and this won’t be the last time I’m having to phone up and chase where my money is going.

Do better. Without your customers you’d not be making the money you are.

My aligners treatment went well but I have now been waiting for my retainer since February and have called 6 times. Each agent agrees there’s no reason for the hold up, but not one person has got back to me.

Following full treatment in 2021. Paid my £150 annual retainer fee in Feb 2025, sent for a in person scan (with no explanation), paid over £50 in travel to attend, and it’s now mid-May with no update and my teeth shifting with using an old retainer. Still waiting on action.

DO NOT USE THIS COMPANY!!!

I have had nothing but issues since the very first day. My aligners took months to come through at the beginning.

A few of my aligners have snapped and trying to get hold of someone is impossible! Spoke to someone on the app and it’s taken since January to even get a response after trying multiple times and many calls and just had the phone put down on me.

When you do finally speak to someone on the phone they are extremely unhelpful and the majority of them do not understand what is going on. I will be seeking legal advice now and taking them to a small claims court as I am not wasting anymore of my money on this company.

Don't trust! I started my journey with Diamond White Aligners back in 2022, and it has been nothing short of a nightmare. It took nearly six months just to receive my aligners due to constant back-and-forth with my scan. When the aligners finally arrived, they didn’t fit at all. I had to go back for another scan, and they promised to send a new set, which they eventually did.

I began my treatment, followed all the instructions, submitted images every week, and switched to the next aligners as advised. I wore the aligners for eight months, but I saw absolutely no difference in my teeth. When I reached out to them, they told me I needed another scan and promised more aligners.

The nightmare continued—I went for several more scans, but each time, something was wrong, and I was asked to come back. I had to take time off work repeatedly for these appointments, costing me both time and money. By October 2024—two years since I started—I was still stuck in this endless cycle with no results and £1,500 out of pocket.

This whole process caused me so much stress, and I decided to request a refund. Getting in touch with them was a struggle. No one would answer the phone, and I was constantly directed to an answering machine. After months of persistence, I finally spoke to someone, only to be told I would receive just a partial refund. I wasn’t happy, but I felt I had no choice—they simply weren’t willing to help.

In the end, I’ve lost my hard-earned money, endured over two years of stress, and have seen no improvement in my teeth. I would not recommend Diamond White Aligners to anyone!

Do not trust this company! They will happily take your money, not provide the product you paid for & customer service is beyond shocking! I subscribed to receive replacement retainers every 6 months in October 2024, the money was taken from my credit card but I never received the retainers. I have sent several emails & had no response. On one occasion I managed to speak to someone at Impress, I was told I would now need to attend a scan to get new retainers, but the clinics were all more than 2 hours travel from where I live. I asked for the subscription to be cancelled & was told the sales team would be in contact. I missed their call but sent a reply to their follow-up email - no response! I have since sent several more emails, including one to Dr Richard at his Harley Street clinic - no reponse!
Today I have received an automated email thanking me for my order, this prompted me to check my credit card statement & another £150 has been taken! I guess I should have cancelled this with my credit card provider, but how can they charge for a subscription service when their new policy is to request a scan prior to issuing new retainers???
I will not give up, this company does not deserve to be in business. I will be making sure this review goes much further than this.

Edit: TO THOSE WAITING TO RECIEVE A REFUND. You will be waiting forever. File a chargeback with your bank as soon as you can. Or you will be waiting a very long time. Your last resort may have to be a small claims court case. No one answers the phone or replies to emails.

Used to be great. But have massively gone downhill. Customer service is non existent. You’re more likely to win the lottery than get through to someone on the phone.

Finally decided i’ve had enough so cancelled my retainer and have been waiting months for a refund. Will definitely be going elsewhere now.

My experience was over a year ago now. Great, speedy communication through all the early stages until you pay, then nothing. Only read the reviews after paying. Silly me. Weeks and weeks, no aligners. Didn't mess around with trying and trying to contact them for too long. Tried three times, nothing. Asked for a refund nothing. Asked once more and threatened small claims court, nothing. Did a small claims online, cost me £80, low and behold they contacted me, asked me to stop the action. I said I would once the refund was in my account. They refunded me and so it was an £80 mistake rather then a two grand one.

Had so many issues with this company, my teeth are worse now than before I started, after sending so many complaints emails with no resolve, I contacted citizens advice and trading standards. sent a final and serious complaint email to the head of the company explaining that my next step if not resolved would be to take them to court, almost 5 months later and they ignore every single email. Looks like court it is then!
My large list of issues were so big that I can’t list everything in the review but some of them consist of incorrect emails and information, incorrect alligners sent, ones sent so poorly made that they cut all the inside of my mouth and gums, incorrect retainer sent, missing items, incorrect information from the impress team, missing stages, terrible customer service and overall no straight teeth as the outcome they promised. 2k for 2 years of absolute stress and no compensation given. This company affected my mental health drastically. If I could give them a 0 I would.

WORST CUSTOMER SERVICE EVER! Ordered my retainer on a subscription 22nd November 2024! I have had zero contact from your company everytime I speak to someone they say they have reported it to management but no one gets in contact with me. This is disgusting customer service. You have my money but haven’t provided the goods for over 4 months. I have contacted my bank to try and get my money back.

Never able to get through to them. I’ve been chasing with emails, WhatsApp messages and phone calls for my yearly aligner for months and nothing. They’re happy to take your money in the beginning but very tricky for anything else. Avoid avoid avoid!!!!