Appointment online confirmed but denied at the practice
I booked an appointment online, and received the following email:
“
Your Consultation (at the practice) - Waterloo with Whites Dental at 10:00am (UK, Ireland, Lisbon Time) on Saturday, November 15, 2025 is scheduled.
A £30 refundable deposit (£65 fee for fixed braces) is required to book an appointment. Deposit can be refunded at the end of the appointment if you ask reception. Once we have received your appointment booking, we will send you a link for payment. Payment is required to confirm the appointment.
“
I received a call confirming the details.
I showed up at the practice and they said they didn’t have any details of me on record. I didn’t even receive an apology
Abysmal customer service. Absolutely do not recommend.
Réponse de Whites Dental - Invisalign London
Dear Bryan - we don't take any joy in contradicting a potential patient - however, with all due respect - this is not how events transpired. You were provided a confirmation subject to a deposit payment. The call you received did *not* confirm the appointment as you claim above.
On the contrary, you walked into the clinic and spoke to the receptionist in a highly disrespectful manner right from the outset. Despite not having a confirmed appointment, we accommodated you at short notice. However, your disrespectful manner at reception continued unabated in front of all the other patients and staff. Our clinical practitioner, who was due to see you, heard your exchange with reception. She then refused to see you as a patient given your behaviour at reception.
We wish you the best with your next dentist, who will be better able to live up to your expectations.