Diamond Whites Aligners Reviews 3,783

Avoid at all cost, worst customer service I've ever experienced. Over 2 years and over 100 separate e-mails (all of which I have retained)! I am well over two years into what was alleged to be a 4-6 month process. From Day one there have been errors in communication and constant confusion.

When I initially looked around for Aligners In Feb 22 there were scans available in Belfast. When I went to book the scan in April, Belfast was gone and I was told there were no scans available in Belfast. Fast forward to Jan 23 when I needed refinements to my treatment as my teeth had not tracked to where they were agreed to be. They asked me to book a scan in Belfast, this resulted in weeks of back and forth were it turned out there was an error in their website that didn't show Belfast as an option and i had to wait for them to correct it.

When my original set of aligners arrived, the instructions were that there would be 20 trays and a retainer. When the box arrived there were only 20 trays. I queried and was told that there would be an additional retainer. 13 June I was told "As they are the same shape, your retainer will replace the final stage aligner. This can be found in your retainer case along with your chewies included in your kit." When i confirmed there was no retainer in the case the reply was that, oh no, your final tray is actually the retainer." Okay not a huge deal, but seemed disingenuous when you pay an additional £200 for the retainer.

During the treatment I had asked some questions on the 'Dental Monitoring' app and there was no response. I had to move on a stage a few days early as one of the trays had been thrown out accidentally at a family dinner and they eventually contacted me, 20 September, with a warning that not following their instructions exactly will result in losing the "smile guarantee".

So my teeth were not near where they were meant to be, they decided to do a scan and then not make another 3d model for me to approve the movement, just said oh they will match your original predictions. Obviously tis was not the case, so I contacted them again about some more refinements as my teeth were still nowhere near what they were claimed to be. They advised that they did not serve Northern Ireland anymore and that was that. I offered to send them mould impressions and was told they couldn't do this (Even though this is exactly what i did for my first set of aligners). I was told I would have to travel to one of their clinics in Scotland/England.

Fast forward to Jan 2025. I had a 3 day vacation booked to England and was only going to be about 75 mins from London. I emailed about attending and got no response, I emailed again a week later (3 weeks from the date) and in the following 2 weeks sent another 6 e-mails and had 5 phone calls with advisors to be told a dozen different things, like there were no appointments available, even though when you go on the website as I type this they were showing dozen same 3D Scan appointments for NEW patients. I was told numerous different things by advisors from "they are different types of 3d scan", to no you need to see a dentist, to we are sending you your new retainers you don't need to come! No agent with whom I had spoken each time had the faintest knowledge of what I was trying to achieve or seemed to read the notes, just kept just trying to search dates and times for me, offering me dates in February and other clinics. This has been a painful experience from start to finish and I'm basically left high and dry now with retainers that don't fit properly and no way to get a scan unless I pay again to be a new customer. I would rather pay to find a new provider than continue with this level of service AVOID FOR YOUR OWN SANITY

The initial stages were great and I was really impressed with their technology. Once I came to the end of my aligners I have to admit I wasn’t overly happy with the results, but as I’m looking at getting composite bonding I was okay that they weren’t perfect. I then booked in for my final appointment to get my retainer. This was cancelled twice, then booked in London when I live in Liverpool. Trying to get an appointment in Liverpool was impossible so I booked in at Manchester as I had already been waiting months with them messing me around. Now I’m trying to order my retainers and keep getting an error message. I have emailed, whatsapped and messaged on the app but no one is giving me the correct information and just keep saying the relevant team will get back to me, or sending me a link to a page that doesn’t exist. I have been on my final aligner for almost 6 months now due to being messed around and although I keep it clean etc I feel like it’s not effective as they are not supposed to be worn for this amount of time. Feel like in the end this is going to be one big waste of money. I’d recommend avoiding this company and spending a little more on Invisalign.

Have stolen my money and not sent retainers, my teeth are now back to how they were before the treatment a complete waste of money!!

At first the company was amazing! I had been with them for almost 3 years. They were on the ball with replying to emails, and sending out retainers. However, this has drastically changed! I paid monthly for retainers to be sent out every 6 months. I paid £300 for 2 sets of retainers that I never received. I emailed, phoned and messaged on instagram. Phone calls were never answered, instagram messages were met with “I will pass this on to the relevant team.” Emails replied to with “we have put your refund through.” A refund has never been received after a year of trying to get one from them. £300 lost and this scam of a company making thousands off people and not sending out the product they have paid for.

Diamond whites what joke of a company. Really, really, really bad service, rude staff when you can actually get in touch with them.

I wouldn’t advise anyone to use them.

The best of luck to you if you do.

Will not answer the phone or respond to emails. Took money out of my account but have not sent retainers, no one available to resolve or discuss

Absolutely terrible company. Had my scan on the 30th September last year. I was told it would be 5 weeks for my aligners to arrive. After numerous phone calls. It supposedly being escalated to a manager six weeks ago. Still no aligners. Total scam. Do not give them your money.

Have owed me £150 since October & are now not answering messages. AVOID

DON NOT USE THIS COMPANY!!!This company is nothing but a scam.Like many others I too have been scammed out of a new retainer they have taken money for and now refuse to reply to my messages asking for my product or a refund. I was charged for the retainer back in November and they have just ignored my emails asking where my retainer is or to have a refund. They are clearly just scamming people out of their money! Absolute scum bags running this company! DONT USE!!!!

AVOID.
Absolute shambles . Quick enough to take money out of your account then fail to deliver any communication what so ever .
Aligner treatment was ok which I completed over a year ago- company appears to of been sold ? And now any aftercare is none existent!!
Been trying to get in contact for months - eventually got hold of impress who have none of my details on record anymore therefore can’t fulfil my retainer subscription from my final aligner result but happy to take money out my account. Offered another scan closest now being over 2 hours away! And would have to pay for more treatment
ignore the good reviews it isn’t worth it !

I'm really disappointed. I had my teeth straightened back in 2021 with Diamond Whites Aligners and had a great experience. However, when my retainer subscription came around this year and the money went out, there had been zero communication. I have emailed several times for a shipping update with no reply. I had to open a case with PayPal to get my money back as I waited over a month with nothing. It's really frustrating because I'm in need of new retainers and now I'll have to figure out somewhere else to go.

DO NOT USE!!!
My treatment has been fine, up until the ‘finished’ result.
I wasn’t happy with the finished result as I had a gap bigger on my front top teeth than when I first started using the aligners. I had more aligners delivered and another scan and they told me my teeth were perfectly straight and are now perfect for composite bonding.
After visiting two totally different dental practices that specialise in composite bonding and having scans etc both have gave me the same outcome results .. I need aligners again to correct what has been caused by Diamond White aligners before I can have the composite bonding.
My bite is incorrect with only one side of my teeth joining together at the back. My front top teeth have fanned out more because of the angle they have been pushed out. My bottom teeth havn’t had enough IPR to allow them to move into the correct position in relation to my top teeth. I could go on with the problems I am left with and a result that I hate.
It’s been the biggest waste of £2000.
I wish I had paid more and gone with an alternative company.
My only option now is to be left with teeth I hate more than before I started my aligner journey, Or start from scratch with a different company, have aligners and composite bonding and have my dream result at the cost of 5k.
I wished I had listened to my gut and the bad reviews before parting with my money, however the good reviews swayed me.
I never normally write a review but I wouldn’t want anyone else to waste their hard earned money.
Moral of the story there is often a reason why somethings are cheaper than others. Pay more and get your dream result otherwise you will more than likely end up paying twice like me.

AVOID AVOID AVOID
Save the extra money and go to a genuine Invisalign provider.

I started my journey in November 2022 in preparation for my daughter's wedding in June 2023. I opted for the Night Time Aligners which meant I had to wear for 12 hours each evening so for me, I wore minimum of 12 hours.
The whole scanning system isn't great and my aligners never seemed to fit very well, despite me emailing them and advising, I was told just to wear an extra week to allow the teeth to adjust, honestly it was like talking to a brick wall!
Once they had the money, they just didn't seem interested, I even had a call from Dr Richard - he said my teeth looked lovely - erm....look a bit closer and you will see they literally haven't moved and I can't eat properly as have no bite on the right hand side. I was advised I probably needed attachments which meant I had to pay to travel on a 5 - 6 round trip to have these fitted as nothing close to home. Eventually then they merged with Impress I was able to go there and see someone face to face, they couldn't believe how I had been treated and advised me what to say to Diamond Whites - it made no difference.
I honestly have had the worst experience of my life and wish I had saved that bit more and gone to a professional.
In November 2023, I was still getting nowhere so I had to bite the bullet and register with an orthodontist for advice, he was shocked at the state of my teeth, the fact I had no bite and how I was treated - I had no choice but to now pay out an additional £4,000 and literally start the process again. I am glad to say that I am almost at the end of the treatment process and can't thank the orthodontist enough for helping me.

Honestly, DO NOT go to Diamond White Aligners

Direct debit taken for retainer subscription no order recieved unable to make contact, emails replied to phone number not working

I have been with Diamond Whites since lockdown in 2020 and the customer service was always fantastic. I've been on a recurring retainer subscription for a few years and never had an issue.

Last retainer payment went out in September and I still haven't received them 3 months on. I have emailed multiple times and no response - I've called twice and spoken to someone who said they will escalate it and get back to me and nothing.

It seems Diamond Whites sold their business to Impress (Spanish company) and since then it has all gone to pot.

Not sure what to do now or how to get retainers going forward.

Having to sent a third email to customer service as they have not responded to my first two regarding the same issue.

Very poor communication. Being charged 99 for another scan and pretty sure my teeth have moved since having my treatment 5 years ago despite wearing a retainer every night.

Recent subscription order for two retainers. No correspondence or reply from company when attempting to chase up. I've had to put a claim in with my bank to get the money back.

I'm not sure what has happened with this company. When on the aligner program they were responsive with good customer service. Once I had completed my aligners it was easy to order retainers and get replacements (they also quickly replaced a pair for free that broke after a few months). I'm not sure what has happened to this company, which is a shame as I'm now going to have to find an alternative for my retainers.

For the first year they were good it was supposed to be a treatment of 6months 4 years later teeth are still not straightened to how my scans said they would be I have had £300 taken out of my bank account and no retainers sent I’ve been contacting customer services for six months to have a refund and I have Been ignored for 6 months once I chase this up with them I will be having nothing to do with the company again it’s been an absolute nightmare and there customer services are shocking, wish I started my treatment with another company but I would warn others to avoid

If anyone else struggled to get in contact with Diamond Whites about a subscription or retainer? I’ve been trying for months with no success. After looking into it, I discovered that they were acquired by Impress in February 2023.

I decided to contact Impress directly and, to my surprise, received a callback the SAME day! They had all my information on file. It seems that during the merger-buyout process, some details may have been overlooked or missed.

If you’re having similar issues, I’d recommend reaching out to Impress

Only giving as many as 3 stars because the aligners do actually work and my teeth are significantly straighter than they were. However when it comes to communication I would give 0 stars. The communication is disgraceful.

In my 18 months dealing with diamond whites anytime I needed replacement aligners i would have to chase them up repeatedly, emails were not answered and it would take significantly longer than they said to receive them!

I genuinely believe after the initial stages of the process when you need additional aligners etc they forget about you.

Each time they would state that I would receive within 6 weeks, I would email after about 4 weeks asking for an update, they never responded. I would call at the six week point and would be told they were just starting production and would be with me in another 6 weeks, suggesting that it was actually my call that prompted them and had I not called they probably wouldn’t have even started production. This happened 3 times with aligners.

This has happened again with my retainers at the end of my treatment! I ordered and paid for my retainers 9 weeks ago a d was told 3-4 weeks to receive them. iv emailed 3 times and no response to any of them! I rang last week and was told they would look into it and call me back that day, I heard nothing back, so rang today and they have said it was escalated last week and they are now in production and will be with me in 6 weeks.
Absolutely shocking communication and I do genuinely believe that they forget about you after you sign up and they have your business.

So whilst their retainers do work, I would not recommend the company to anyone based on what I have explained above