Diamond Whites Aligners Reviews 3,783

This company took £1500 of my money at the start of the year. STILL waiting for my refund
Sent away impressions in APRIL no aligners and no refund!!!
Will be taking this further. Scamming thieves

I completed my alignment journey with Diamond Whites without any issues. Unfortunately, once I needed a new retainer around a year later, they informed me that they needed me to come back in for a scan as they had lost my moulds after being taken over by Impress. However, they no longer had a scanning office in Scotland, and I would need to wait for one to open, all the while with no retainer (mine snapped). I was really dissatisfied with this outcome, as I knew my teeth would likely move in the time it took to open a new office. I complained to DW via countless emails and calls over three months, and neither received a reply nor did someone pick up the phone when I rang. On top of all that, when they finally opened an office in Scotland and I arrived on the day of my scan, the building was closed for the day, and I was informed I'd need to make another appointment by someone on their customer service line (one of the only times they've ever answered one of my calls...). The whole experience has been infuriating, if I'm honest. Their customer service is genuinely some of the worst I've experienced, and I wouldn't recommend this company at all. Everything's fine when it's fine, but I'd suggest paying extra to secure the security of an actual dental office instead.

DO NOT USE THIS COMPANY

Please do not go here!

They were quick to help me and set me up a payment plan. Once I had done this they started working on my aligners which were then delayed for 3 months for some reason. They offered me £500 off because of this delay although the bill still came to slight under £2,000. Because of my plan I had buttons glued on my teeth which I traveled to Bristol for (an hour away) for them to then not have the correct plan to apply these. After a few hours of waiting they put them on.

I then received my aligners and everything seemed good. They said I would have a log in to track my progress but I never received this. I came to the end of my aligner course and my teeth look nothing like the 3D plan they sent me. I have tried emailing, calling and everything possible to get hold of them about this but have not had a single response. I am now stuck with buttons on my teeth and they will not respond to book me in to take them off. This will now mean I will have to pay to try get them taken off and have wasted 2k as my teeth have barely changed.

Please do not waste your money here as they are no help at all and are so quick to take your money and leave.

I made my first purchase in November 2022 after seeing great reviews and lots of influencers marketing online. Agreed my treatment after impressions and the first retained did not fit, I then completed another failed set of impressions leading to retainer that again, didn’t fit. Following this I was told I needed to attend an in person scan, which highlighted I needed some treatment to file my teeth (at a clinic 2 hours away and at extra cost). I’d approved the treatment with my first impression so was no longer entitled to a refund. Finally received some retainers that fit and made good progress with the Impress app. At the end of my treatment, it took 5 weeks to get a final retainer sent out. Over this period, I had to wear a retainer that was only meant to last 2 weeks maximum otherwise my teeth could move. I struggled to speak to support in this time and my retainer did break. Fast forward to today, 9 months after I eventually received my final retainer. I pay and request for a new retainer to be sent as they only last 6-12 months, and I’m told I need to take the 2 hour journey to the clinic for another scan to get the same retainer.

If you live local to a clinic, I would still be hesitant as customer support are difficult to get hold of.

Wheres my refund?
Took £150 out of my account without warning for a retainer I never asked for. Never received the retainer by the way and never received my refund. Customer serviced advised I would be refunded in 30 working days?! Which is appalling but here we are, months later and that refund never materialised.

I am writing to express my dissatisfaction with this company's service. After initial contact, everything appeared to be in order. However, subsequent communication and guidance ceased, making it extremely challenging to reach the appropriate person for assistance.

Furthermore, I have already paid for a set of aligners, which were unfortunately sent to the incorrect address. Your company is now refusing to accept responsibility for this error and is demanding an additional £200 for a new set of aligners. This is unacceptable, and I request that you rectify this situation immediately.

I look forward to your prompt attention to this matter.

Dentist wise, advice and treatment in clinics couldn't be better from Impress. Unfortunately this is massively let down by Diamond Whites customer service - literally non existent. You have to contact them multiple times before they bring themselves to reply, and that's if you eventually do get a reply. I'm still waiting 3 weeks later for an answer to my request.
When asking for something that's going to cost them effort and money, they'll avoid you. Example: I lost one of my stages of aligner, I reordered them and by the time they arrived 8 weeks later, I'd advanced 3 stages further on my treatment by the dentist. Typically I asked for a refund and they refused! It was only until I threatened them with an indemnity claim from my credit card they somehow immediately replied and issued a refund no problem? Beyond poor! But yet they claim to be the leading teeth aligner brand?

Absolutely terrible aftercare. After spending nearly £1500 to get my teeth fixed, my bottom aligner snapped I immediately purchased a new one online and two weeks later I've received nothing.

My teeth have started to move back tried ringing numerous times with no real response from anyone. Emails sent, WhatsApp sent and still no retainer. DONT BOTHER WITH THIS COMPANY!! Absolute waste of money.

I submitted a review dated 9th March 2024 as my experience of Diamond Whites was awful 1 star. Unable to make any meaningful communication and just waiting for my aligners to arrive.
I finally spoke with Jake R (sales manager) and he was great. Communication was great, finally received aligners and the journey began. This was going well until about week 12 and my aligners no longer fitted correctly (Jake had left the company by this point) Using the Impress app and calling I was getting nowhere. It was finally agreed that I needed new aligners. I went to London for my scan and it has now been 9 weeks since my scan and still no aligners. I was given a smile2impress email to complain but after 10 days still no reply. Should I give up as clearly I'm not valued as a customer.

Avoid avoid avoid!!! Signed up to the 6 month subscription almost a year ago and am still waiting for my retainers. No one responds to my emails, and every time I call I get told someone will call me back and they don't!!! I went for my retainer scan back in August, and am still waiting for my retainers. No one in the support team will respond to tell me where they are, despite me saying that my existing set is on it's way out. Not sure what else I can do at this stage. Awful awful customer service. Really disappointing as they were brilliant when I started my invisalign journey, but something seems to have gone very wrong within the last 6 months. Surprised Dr Richard is continuing to be involved in a company that doesn't care about it's customers.

I have held of writing this review as I wanted to believe that Diamond White would have made good on everything they had promised, and genuinely hope that by writing this I can save someone else the distress, time and money they will likely lose using this company.

I am now well over 2 years into my journey with diamond white, I suspect it will be ongoing for at least another 2.

I spent a lot of time researching aligner companies whilst I saved up the funds to purchase them, and given the slow service I received from some of Diamond White competitors, I felt renewed hope with the quick responses from and good reviews of Diamond White.

So after saving up for over a year I took the plunge and paid in full up front for my aligners and retainers. I received my 3d visuals and although not perfect they made adjustments so that it would resolve the main issue I had, a large gap, without the use of braces, something I really did not want to do.

I received all 12 aligners at the start of the process and diligently got on my way with the steps. By the time I moved to stage 9, I could clearly see that I was not going to get the results shown in my visuals, so contacted Diamond White and was instructed to continue to the end of the process.

Although the gap had reduced in size, it, as anticipated did not close and I was left with 2 slightly smaller gaps, so after filling out multiple forms I was instructed to book another scan and after a while I was sent a further 6 aligners. In this time Diamond White had moved to use Impress and after some uploading issues I started again.

Once again I could see that this was not going to have the desired results and contacted Diamond White, again to be told I had to finish the treatment before they would look at it. So we continued on and followed the previous process before a scan could be booked.

It took a lot longer to get a scan this time around, but they agreed to send another set of refinements. After a lot of chasing these arrived nearly 6 months later, unfortunately their aligners aren't designed to be used for this length of time, and although I was still wearing them, they were cracked and it was clear my teeth had started reverting back.

The pain I experienced when using the refinements was horrendous, and felt as though my teeth were being pulled out of my head on removal. I explained all of this to diamond white, who insisted that I use the new refinement aligners anyway and just to take some paracetamol. After a couple of hours, the pain brought me to tears and it took 2 days before the pain eased after removing them.

Finally Diamond White agreed to send me to their dentist, however as he was on holiday they would need to get back to me with an appointment. That was back in August and despite me chasing multiple times, I have had no response back.

At this stage I suspect they are now just hoping I will go away and forget about them, and I am left devastated about the amount of time and money wasted with teeth looking suspiciously the same as they did before I started all this.

Personally I would say avoid them, but if you are going to go ahead I would set your expectations low and be prepared to have nothing to show for the money spent.

Unable to contact these people. This company once was pretty good, but ever since the new CEO BEN REED has taken over, communication has gone down hill. No one answers the phone lines, nor replies to emails.

*I have emailed uk at smile2impress.com, support at diamondwhites.co.uk, info at dwaligners.co.uk, enquiries at diamondwhites.co.uk multiple times. My email is an iCloud one, please get back to me. Thank you

I would 100% echo the previous review. Great service when I joined a few years back but then out of the blue they took £150 from my account and said I had to go to London (3 hours travel) to get a new scan.

I then cancelled the subscription and they have yet to refund the £150 back to me. Several emails have been sent but they are getting ignored. I’ll now need to spend time claiming back through my bank.

Will not be using them ever again. Steer clear would be my advice.

It started off well, I done my whole Invisalign package with them and purchased my first set of retainers after I had finished the Invisalign program. I ordered the second pair of retainers as the retainers only last a max of 6 months. I places the order in August, please tell me why we are in October and my retainers have still not been sent out. I contacted them via email weeks later and they responded 1-2 weeks later saying that I have retake another scan because they have lost all of the records since merging with another company and once I have done that I would receive my retainers within 3-4 weeks. Disgusting customer service behaviour, how can you take someone’s money from August and not let them know they need to go for a scan in order to receive their order. If I hadn’t contacted them to see what was up with my order, they would have never informed me I needed to actually go for a scan.

Their customer service is appalling- i wouldn’t recommend them

I am extremely disappointed with my experience using these teeth aligners. After months of wearing them as instructed, my teeth are still far from where I want them to be, and in some cases, they seem worse than before. The aligners were uncomfortable, and I often questioned if they were even working. I trusted this product to give me the results I was promised, but now I am left frustrated and out of pocket. Do not waste your money!!!

To make matters worse, I now have to go to a professional dentist to fix the problems these aligners couldn’t correct. I feel like I wasted both my time and money, and I would not recommend this product to anyone looking for serious orthodontic treatment.

So I originally had my treatment with DW aligners back in 2021/2022. They were actually okay back then, and all the positive reviews you see are mostly from that period. They have since been bought out and it's fair to say, it's all gone downhill.

When I had my treatment with them, I would say that I was one of the lucky ones. There were several complications, and even back then lots of mistakes were made (all on DW Aligners behalf) in terms of actually straightening my teeth. You have you to realise, they are amateurs. They don't even market themselves as professionals. It's obvious that they really have been winging it all this time, even back in the good old days of 2021. They never knew what they were doing and it was a case of "let's hope and pray that we make these teeth a bit better than they are now".

Dr Richards himself or whatever his name is has nothing to do with the aligners. Try ringing his practice and ask the receptionist. They'll tell you he has no input into DW and it's a completely separate company.

That being said, as bad as they were, they did eventually (after many rescans and retry's), get my teeth to a point that I was happy with them. Like I said, I was one of the fortunate ones because after reading some of the reviews now, not many people at all are lucky in that way.

Anyway, because I was generally quite happy with the service and care provided, I decided I would continue my treatment with them for my retainers. I thought the retainers were of good quality and cheap enough, so why not.

I bought aligners from this company twice with no problems, in August I tried again and it's been hell ever since.

The retainers cost me £150. I paid for them on the AM of 21st of August. On the PM of that day I received an email from one of the customer service reps to say that my impressions were out of date and I would need a rescan. After checking where the nearest centre was to get a rescan I opted to cancel my order instead and go somewhere closer to home for my retainers making. I initially emailed about this on the 21st August.

After many failed email attempts and failed phone calls, I finally got through to someone on the 3rd September. This was already a ridiculous amount of time passed, but they simply did not answer the phone before (on one day I rang 17 times just to see if I could get through and someone on the other end just kept putting the phone down (I have logs and screenshots saved)). So, on the 3rd September someone finally approved my refund and said I would (not "should", but "would") receive my refund within 30 days.

After 25 days of no refund, I began to grow concerned and emailed again to ask about the status of my refund but had no response.

After 31 days and still no refund I had lost all hope and emailed one of the reps directly to ask again why I had not received my refund.

He actually got back to me quite promptly, and said he wasn't sure why I hadn't received it but he had nudged the accountants about my case to ask them about it and hopefully I'll receive my refund soon. He said there's a backlog of people also waiting for a refund so maybe that's why I hadn't gotten mine.

Now, to me that's actually a huge red flag in itself and if there's one thing you take from this review... Let it be that! It translates to the following:

"There are so many people begging for a refund from our crappy service/product, that the backlog is way overr a month long and our accountants cannot cope with the demand. Big companies like ASOS and Amazon are able to refund in days yet have 1000x times the number of customers, so we actually have more demand for refunds than they do, and they sell a thousand times more than us. That's how bad our service is. Everyone wants a refund." - (more or less a direct quote from a DW rep).

After lots and lots of stress (£150 is a lot of money) I've finally been in touch with Citizens Advice about it and a legal advisor. I've also been in touch with my bank. I can't discuss the details of what's being said at this point but I'm hoping that I will receive my money back soon with some help from these.

All of that said, I feel as though I am one of the lucky ones when reading the reviews from other people. It sounds like other people have really had their mouths and teeth messed up and DW Aligners simply do not care enough to even reply to the emails.

Do not buy from this company and if you already have, I'd start seeking legal advice right away.

Disgusting behaviour from this company. Their site states you can get replacement retainers anytime.. you pay £200 and then are told they’ve lost your data. I’ve been trying over a week now to get my money back as I refuse to get involved with this company again. They never have anyone working on their support phone lines and have not replied to one of my emails to their so called support team. Now going down the route of disputing through my bank as they cannot provide the service nor deal with this themselves. Quick to take the money but make it impossible to get it back.. even though the loss of data is their problem!

Do not waste your time, the extra money you pay through a private dentist is totally worth not dealing with the hassle of this company.

Where to begin?!… From start to finish, I’ve had nothing but issues with this company but for some reason I persisted, mostly due to the fact that they’d already taken my money. firstly, I have never had a smooth process with this company in terms of correspondence between customer care and myself. More importantly, I had come to the end of my original retainer allotted amounts which has left me with an odd feeling bite and not straight teeth, When I questioned the results of my teeth I was told that I would have to pay further money in order to get the smile that I wanted, which was not what was agreed!!! As we all know, Invisalign is not cheap, and the after-care has been just as awful as the beginning. I started a subscription of my new retainers to try and keep my teeth from going back to where they were at least, and it’s proven impossible to get in contact with anyone again and I’m left with no after-care once again, I’d say do not bother, You’ll just be left disappointed and a heck of a lot of money down! Please bear in mind that I started this process in January 2021… we are now in October 2024 and after all these issues I still can’t get anyone to answer me, nor do I have perfectly straight teeth. I had well and truly given up!

I commenced a payment plan to have aligners made for me by Diamond Whites Aligners at the start of the year. After a tough time arranging my scan (7 months plus a loss of £200 - since I had to fly into the Uk from Jersey to attend scan that they then had to cancel last minute) I’m now 10 months into the process and haven’t heard any more. I have now asked for a refund and would be happy to cancel my order all together if this is best - I just need to speak to someone to sort all this out as I’m not having luck via email.

If you live nearby an Impress clinic I think this product and company offering would work fine but, unfortunately, as a customer situated more remotely, I can’t recommend Diamond Whites Aligners as it stands. I chose them because I thought everything could be done via the postal service but this doesn’t seem to be the case.