poor service if doesn't go to plan
Friendly team. But poor service if something doesn't go to plan. Also felt blamed for their choice of supplier. Message exchange below.
I came to VDental for a retainer with 5-day-delivery (£200), but ended up with the following experience:
- On collection, retainer felt loose
- 3rd visit, dentist agreed but wanted a 2nd opinion
- 4th visit, dentist immediately said it faulty
- 5th visit, collection (20-30 days later)
- Requested partial refund as my usual dentist charges £120 and I only went to VDental because they had a supplier setup that would deliver in 5 days
MESSAGES
Me: Hi I requested a partial refund last week. Dr Diah said she’d get back to me. Is there any update on this? Happy to provide more context if helpful.
Vdental: Thank you for reaching out to us about your concerns. We appreciate your patience while we looked into the issue with your appliance. As we've rectified the error made by the lab, we're unable to offer a refund at this time, as the initial appliance was delivered within the timeframe of 5 days. You were also able to use the appliance while the new one was being made.
As you initially contacted Flora Orthodontic Lab, who recommended our practice, we'd followed their advice and used them for your appliance.
As this was an error on their part, we've since remade your appliance using a reliable and trusted lab at no additional cost to you. We did not use this lab before you enquired and this was no fault of our own. We hope you understand...
Me: I understood flora lab was refunding you for the faulty product? Also I told both dentists I couldn’t use the Flora retainer as it gave me a gag reflex because it was too big.
Vdental: Yes Flora Orthodontic Lab should be refunding us as we have returned the appliance, however we have paid our regular dental lab for the remake. Again we did not use this lab before and it was only used because you enquired through them.
Me: I understood Flora was already set up as a supplier prior to my call. As a patient, I was offered a 5-day turnaround 2 visits. And, while a patient may request something specific, I trust the practice decides how and whether to meet that
In the end, I visited 5 times, and the working product was 20-30 days later. That added time/cost. I appreciate that the initial lab error wasn’t directly yours. Had the turnaround not been offered, I would have gone to my usual dentist. That’s where I feel the gap lies.
I still believe a partial refund would reflect the difference between what was promised and what was delivered.
VDENTAL: The practice has never used Flora before I'm not sure what information the lab has given you but we have not used them before.
You also cancelled your appointment twice at short notice and you were not charged for this on both occasions despite our practice policy on late cancellations*.Please contact Flora for compensation as they are the ones who have caused all of this.
*I only cancelled once because I was sick. The 2nd time I requested if it would be possible but I could still make the original appointment, they said it was fine my message below
"Morning, Something has come up with work - would it be possible to change my appt to tomorrow afternoon please? I can still make today if not"
2 February 2026
Unprompted review
