Diamond Whites Aligners Omdömen 

I am currently pursuing a formal complaint regarding my treatment with Diamond White Aligners.

At the start of my treatment, I experienced significant delays in receiving my aligners and spent months chasing for updates. My emails were largely ignored until I left a Trustpilot review, at which point I received a phone call almost immediately and the issue was eventually resolved by a manager.

Unfortunately, I remain unhappy with the outcome of my treatment. I chose treatment primarily to improve my bite, however I am now unable to comfortably clench my teeth together and continue to experience issues despite treatment being marked as complete. My dentist has acknowledged that my bite is not where it should be and is attempting to make further adjustments.

I have now raised a formal complaint and hope Diamond White Aligners will take the same proactive approach to resolving my concerns as they did when responding to my initial review.

Initially i was really happy with the results and process.
I have been on a subscription for 3 years as i get night agliners, Impress have taken money out of my account and not sent out any agliners.
I have phoned, emailed and have had live messaging conversations with empty promises.
I had emailed them after the second year asking them to cancel the subscription, and still a third payment went out. They have stolen £450 from my account.

Very happy with the results considering the price and the fact that it was done completely remotely.

I had crooked bottom teeth due to cramping and one of my front two teeth was angled and overlapping the other.

I was able to straighten everything up to about 90-95% accuracy, and the fact that I was able to do this remotely whilst working abroad and not visiting an orthodontist once was amazing.

Sure you’ll get a better service and end result with a programme where you see an orthodontist regularly, but if you want pretty solid results for about 1/5th of the price, these are great.

I was lucky that I had no issues personally and my course of 4 months took about 6 in the end as lots of the last sets had to stay in for 2 weeks vs 1, so I can’t say how they deal with any major issues - you could feel like you’re out there on your own. But the checkin and scanning updates was really easy and worked well.

4 years later, with a wire retainer fitted, they’re still just as good as the day I finished.

Shocking. Great service in the start to get you in and start the process- as soon as they have your money the service stops. I have never worn my aligners that I paid for and I never received the IPA I paid for. Contacting them is impossible.

Customer service is really bad- i have not been able to get in contact with anyone- Their whatsapp is a number that doesnt exist anymore, no one answers the phone, and the email address doesnt exist anymore either, so my emails all bounce back.

Scam of a website that take all your money disgusting

The single worst purchase of my entire life.

I could go on and on about the issues I have faced with this company, but to summarise some key points:

- I originally paid for night aligners meaning I should wear them only at night. This did nothing for me. I even paid extra for this. And after a number of months was then told “oh no they need to be work full time”
- I was originally told it would take less than 3 months to fix my smile, I tried using these for multiple years to no luck.
- My teeth have actually gotten worse since using the product, with them moving the wrong direction.
- They caused a filling to break off
- Constantly being sent aligners clearly made for other people’s mouths.
- At one point my own retainer was sent to another persons house on the opposite side of the country.

I eventually gave up and to be fair to the company was offered a retainer free of charge. I naively thought what more could go wrong. So I spent thousands with a reputable dentist trying to fix the issues created by this company, before being fitted for my compensatory retainer. Big mistake as the retainer never arrived for another 4 months, by which point my teeth had moved again.

From speaking to others I know many have had similar experiences who have used them. Do not waste your money.

After paying £250 invoice for refinements, no communication from company to book in a scan, phone number no longer in use, email no longer in use.
No way of contacting to arrange an appointment or a refund. It seems “impress” are now in partnership and have reached out to them for advice, struggling to get response from them too.

Avoid like a plague, they market you aggressively ,sign you up, take your money and then ghost on you, you call no response, canceled appointments, inaccurate records, rude staff
Do not use this company. Avoid at all costs.

I am still getting emails for payments!! I started my aligners is September 2022 first few months was great could contact the company they was easy to talk to. I finished 17 aligners and my teeth wasn’t straight! I was ignored wouldn’t answer my calls emails so I wrote a bad review which I was contacted and ‘’ wanted to send me for a scan’’ I did and was sent 6 more aligners which again did absolutely nothing. Was send for another scan for them to tell me I needed ipr, I drove all the way to Birmingham which is 80 miles from me to get there and them tell me my appointment was cancelled. From that point I was ignored again again and again. The person I was emailing was just going on about money we came to an agreement on payment so I waited for the email to say the loan had been adjusted. It never got adjusted and the emails stop! Within the last year after no contact the loan has been adjusted i still don’t have straight teeth still no contact from diamond whites. I took the time to go to the local Bristol store and was again given fake promises AVOID at all costs. And people don’t realise this is why it’s better to go to different countries for procedures because it’s done right!!

Unfortunately did absolutely nothing

After three different rounds of treatment/aligners completed as instructed I saw no difference at all to my teeth. I’ve given up as I don’t think they work

Awful, still waiting for a refund a year later. Taken money from me again for a subscription I didn’t sign up for. Told I recieve a refund still awaiting refund. Owed £300 from them and constantly told it’s being processed.
Avoid at all costs , it’s worth paying abit more money and going direct to the dentist.

The absolute worst experience with this company. I don’t have time to write it all down here but every step of the way was difficult. The communication is awful and they just do not care about their patients. So much time and money wasted and broken promises.

Take money 12 months later for retainers which never arrive, no response on phone/email.
Do not use this company. Avoid at all costs.

Company does not issue a refund for a subscription retainer I am owed £300 and being ignored.

Love my newly straightened teeth. It’s taken a while but I’m finally there with only one set of refinements after the initial trays I got. There is extra costs along the way during the treatment for IPR, retainers etc but overall I’m pleased with the service I’ve received. Please re open the Kent branch!

They've taken £150 from my bank without warning after I cancelled retainers subscription 11months ago! They won't respond to emails or answer the phone. Shame on them. They seem to have been doing this for quite some time.

DR RICHARD MARQUES AT DIAMOND WHITES, I strongly advise anyone considering treatment with Diamond Whites/Smile2Impress to stay away. I will be seeing them in the court soon.

What was sold to me as a six-month aligner plan turned into nearly three years of delays, mismanagement, disastrous experience and harm. I was repeatedly instructed to wear the same aligners for months beyond their intended use, which caused severe discomfort, sleepless nights, and even a deteriorated plastic taste in my mouth. My complaints about these serious health concerns were ignored.

I’ve lost almost three years of my life in a cycle of delays and broken promises.

When I finally met the Impress's (Smile2Impress) Country Manager and complained about the unacceptable delays and poor treatment, she casually told me “we lost your file during the transition” between Diamond Whites and Smile2Impress. This shocking admission explained the chaos, but also highlighted the complete lack of professionalism and accountability within the company.

To make matters worse, Diamond Whites quietly handed me over to Smile2Impress without ever informing me. Neither company took responsibility or bothered to communicate this handover. When I raised complaints, staff were dismissive and unprofessional.

This has been one of the worst experiences of my life with any company. If you are considering treatment here, please protect yourself, your health, and your time — look elsewhere.

Not sure what’s happened to this company but I tried to get a new retainer after what was a successful Invisalign programme and it’s been nothing but pain. They’ve taken a £200 payment and have refused to send it or even acknowledge the order. Horrendous company

Still waiting for a £150 refund for a retainer that never turned up. Took money for a retainer they knew was never going to get sent as when I called to find out where it is they said it didn’t arrive as a new company has taken them on and now don’t have my scan information to remake my 6 monthly subscription retainer. It’s been nearly a year and a half, and every time I call and FINALLY get to speak to someone, all they say is my refund is in review to be processed. It’s been nearly 9 months since the last time I was told that information. I believe they are hoping people just give up in the end.