Charis

Apr 1, 2025

Shocking Service, Endless Excuses, and Zero Accountability – Avoid This Clinic

Yorkshire Dental Suite has been, hands down, the most incompetent and unprofessional service I’ve ever dealt with. What should have been a simple six-month aligner treatment has become a nearly year-long mess of delays. I’m still waiting on my Smile White aligners and have received nothing but excuses and lies. They sell a polished image online, but it’s just a service that is chaotic absolutely not fit to treat patients. Once they’ve taken your money they no longer care. I have also been told personally by an ex employee (who left due to severe stress) who alleges that “good” reviews are fake and are posted by employees to counteract the poor reviews. So be warned when reading the reviews that some may not be from clients. I’ve now been messed about on four separate occasions: 2nd Nov 2024 – Attended expecting aligners. They weren’t ready. Had to be rescanned. 4th Jan 2025 – Appointment cancelled the night before. Aligners hadn’t even been ordered. 17th Feb 2025 – Told aligners were finally ready. Still nothing. Another scan taken. 31st March 2025 – Called 19 minutes before my appointment to say aligners were “sent to my old address” without permission or prior notification. Each time, the excuse is “miscommunication.” But after months of this happening clearly they’re just incompetent and don’t care about their patients at all. I’ve been given blatantly contradictory information where one staff member tells me the aligners were sent off, then another admits they weren’t. I’ve been told things are progressing when they weren’t. I’ve been told obvious lies to cover up delays and shift blame to other staff members and blaming delays in the labs manufacturing the aligners. Eventually they admitted they just hadn’t sent the scans the first 3 times I had to attend. I’ve been wearing the same set of retainers for five months, which has caused my gums to bleed and get sore. Even their own dentist said these aren’t safe for long-term use. But, shock, they don’t acknowledge this either. I’ve taken unpaid time off work to attend appointments that were either cancelled or completely pointless. I’m still being charged £85 a month for aligners I’ve never received. And now I’m being told I need yet another appointment in June. I’ve spent months feeling frustrated, helpless, and completely dismissed. The stress and emotional toll of chasing answers, rearranging my life around failed appointments, and being constantly lied to has been the most draining experience I’ve ever had. When I raised a formal complaint in January 2025, I was refunded £695 for my monthly payments since I wasn’t getting the service I was paying for, then offered an insulting £194 which is an amount that doesn’t even touch the losses and stress this has caused. I am STILL waiting for my retainers despite paying monthly. It’s disgusting. When I challenged it their “escalation lead” (who invalidated all my concerns), dismissed the issues saying “distress and inconvenience isn’t quantifiable” and “You’ll still get the smile you want.” Despite their own policies claiming to restore you back to the financial position you had been in had you not incurred losses due to their failings. This was said after nearly a year of failure, delay, and negligence. He also dismissed the legal guidance I’d received, ridiculously insisting his background in “consumer contract law” meant he knows that their resolution is fair and I’m not entitled to any compensation. That tells you everything you need to know about how they handle their complaints with pure arrogance and zero accountability. Interestingly I recently overheard the owners of YDS in a conversation at my apartment complex (where they also live). They openly discussed how their admin team kept failing to send off scans, causing backlogs of aligners and angry patients. So not only do they know full well what’s going wrong and they’re airing this in public, which completely breaches patient confidentiality. Don’t ignore the bad reviews as the pattern is clear. Constant delays, excuses, poor communication, and a refusal to take responsibility or remedy situations THEY have caused. I’ve now escalated this to the finance provider (whom the YDS are currently ignoring in regard to this) and contacted a civil litigation solicitor to take this further. Don’t be fooled by their social media as the reality is the worst service I’ve ever received. Avoid this place completely.