It was a simple process, made easy for me as I already had a mold of my lower teeth. The service was quick and the quality of the retainer was as good as a previous one from my dentist, and of course... Voir plus
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Was cheaper than my local dentists for retainers. Firstly the bottom retainer sent to me was cutting into my gums, sent back and they cut it which sorted it. Then I noticed the top retainer is causi... Voir plus
I had some trouble taking my impressions at first, but the support team were amazing. They quickly sent me another kit free of charge and guided me through the process step by step. My retainers are n... Voir plus
L'entreprise a répondu
I am just at the mould stage so can’t currently comment on quality of retainer. My first mould wasn’t satisfactory when received by retainer direct so I am just about to have a 2nd attempt. The inte... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Écrit par l'entreprise
Retainer Direct is the UK’s leading online provider of clear Essix retainers, offering affordable, dentist-quality replacement retainers delivered straight to your door. We specialise in custom-fit retainers, impression kits, and orthodontic aftercare, helping customers nationwide keep their smile for life without expensive dental visits. All retainers are crafted in a UK dental laboratory, ensuring accuracy, comfort, and long-lasting quality. Whether you’ve lost your retainer, broken it, or simply need a spare pair, Retainer Direct makes the process quick, simple, and cost-effective. Trusted by thousands across the UK, we provide expert support, fast turnaround times, and a seamless ordering experience.
Coordonnées de contact
London, Royaume-Uni
- Info@Retainerdirect.co.uk
- retainerdirect.co.uk
3,3
Moyen
72 avis
A répondu à 62 % de ses avis négatifs
Répond généralement dans un délai d'un mois
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Scammers- don’t use retainer direct
I’ve ordered retainers and made my own impressions without trouble with other companies before so seems like this is a scam company trying to make money on claiming that your impression isn’t good enough from a photo, saying you need to order more putty then sending putty that set too quickly in the heat and refusing to proceed unless you pay more. Refused full refund despite faulty impression kits and misleading instructions not fit for purpose. Didn’t get my retainer and they’re refusing to give me a full refund- what use is an overpriced faulty piece of plastic to me? AVOID.
6 juin 2025
Réponse de Retainer Direct
Dear Erica,
As mentioned in our previous response to your first review, we’re genuinely sorry that your experience did not meet your expectations. This appears to be the same case, so we’d like to reiterate a few important points for clarity.
Our dental lab must receive clear, accurate impressions in order to manufacture a properly fitting retainer. Based on the photos you submitted, your impressions were unfortunately not usable. To assist, we provided additional impression putty free of charge and issued a partial refund for the portion of the order we were unable to fulfil.
As clearly stated in both your order receipt and our terms and conditions, full refunds are not applicable once impression kits have been used unless a manufacturing fault is found.
We’d also like to respectfully reaffirm that Retainer Direct is a legitimate UK-based business, trusted by thousands of customers across the UK. We use UK-registered dental labs and provide step-by-step video guides and support to help customers complete the process successfully.
We understand your disappointment, but we believe your order was handled fairly and in line with our policies. If you’d like to discuss this further, please get in touch with us directly at Help@retainerdirect.co.uk.
Kind Regards,
Customer Support Team
Retainer Direct
Great
Couldn’t be happier with the whole experience at Retainer Direct. The ordering process was easy (with quick support) and the impression kit also very easy to follow. The retainers fit perfectly and arrived quicker than I expected. Bascially invisible and couldn't notice any quality difference between that from my orthodontist (at almost double the price). Just as good as the one I paid way more for at my orthodontist. Highly recommend if you need a replacement retainer
11 juin 2025
Avis spontané
Réponse de Retainer Direct
Dear Dan,
Thank you so much for your amazing review! We're so happy to hear that the entire process—from ordering to receiving your retainers—was smooth and easy. It's great to know they fit perfectly and met your expectations in both quality and value. We really appreciate your recommendation and are glad we could provide a solution that works just as well as your orthodontist’s (without the extra cost!). We're always here if you need anything in the future.
Kind Regards,
Customer Support Team
Retainer Direct
Very professional
Excellent service. Made certain that the impression was correct before I returned it. The retainer fits perfectly.
23 mai 2025
Avis spontané
Réponse de Retainer Direct
Dear Mrs Henderson,
Thank you so much for your kind words! We're thrilled to hear that you're happy with the service and that your retainer fits perfectly. Making sure everything is just right before you receive it is always our priority. If you ever need anything else, we’re here for you!
Kind Regards,
Customer Support Team
Retainer Direct
Service
I am just at the mould stage so can’t currently comment on quality of retainer. My first mould wasn’t satisfactory when received by retainer direct so I am just about to have a 2nd attempt.
The interactions I have had so far have been prompt and emails are replied to within a few working hours, I am currently dealing with with June who has answered my questions clearly. Now hoping 2nd mould is useable and I receive my new retainer soon.
3 juin 2025
Avis spontané
Réponse de Retainer Direct
Dear Sarah,
Thank you so much for your feedback! We really appreciate you taking the time to share your experience so far. We're glad to hear that our team, especially June, has been responsive and helpful throughout the process. We're sorry the first mould didn’t work out, but we’re confident that the second attempt will go smoothly. If there’s anything else you need in the meantime, don’t hesitate to reach out — we're here to help every step of the way. Looking forward to getting your retainer to you soon!
Kind Regards,
Customer Support Team
Retainer Direct
I had to do 3 different sets of…
I had to do 3 different sets of impressions but retainers have finally arrived after over a month of back and forth. They are comfortable and work well.
28 mai 2025
Avis spontané
Réponse de Retainer Direct
Dear Lona,
Thank you for sticking with us through the impression process—we know it can be a bit of a journey, and we truly appreciate your patience. We're so glad to hear that your retainers have arrived and that they’re comfortable and working well for you. If you ever need anything or have questions down the road, we're here to help!
Kind Regards,
Customer Support Team
Retainer Direct
I have had excellent customer service…
I have had excellent customer service with June who has been very kind and helpful during the process of getting the impressions done correctly. June's responses are also very quick too.
27 mai 2025
Avis spontané
Réponse de Retainer Direct
Dear Caroline,
Thank you so much for your kind words! We're delighted to hear that June provided you with excellent support—she truly cares about making the process as smooth as possible. We'll be sure to pass along your appreciation to her. If you need anything else, we're always here to help!
Kind Regards,
Customer Support Team
Retainer Direct
Cannot recommend this service less
Cannot recommend this service less. After weeks of trying to get the right impressions (lots of back and forth emails) I sent off what I thought were the final impressions using the moulds they sent. I received the email saying this had been received on their end and to wait 3-4 days for a response. 3 and a half weeks later I had heard nothing and so chased this up, to find that my moulds were “not good enough” and I needed to pay more money to redo my moulds. Not only did they not communicate this to me until I chased it up, but expected me to pay for the privilege!
Avoid this company like the plague!!! Awful awful awful!!!!!!
Update - Retainer Direct Customer Support Team reached out to offer a full refund (rather than just for the cost of manufacturing). While this is appreciated, it doesn't undo my experience.
22 mai 2025
Avis spontané
Réponse de Retainer Direct
Dear Josh
Thank you for your feedback, and I’m truly sorry to hear about your experience. This is certainly not the level of service we strive to provide, and I understand how frustrating this situation must have been—especially after your patience and effort throughout the process.
It’s clear that there were communication breakdowns, particularly regarding the status of your impressions and the delay in updating you. That’s on us, and we sincerely apologise for not being more proactive in keeping you informed. We’re currently reviewing our internal procedures to ensure this doesn’t happen again to you or others.
Regarding the impression quality, we understand it’s disappointing to hear that more work was needed after all the back and forth. We never intend to surprise customers with unexpected costs, and I’d like the opportunity to look into your case more closely to see how we can make this right.
Please reach out to us directly at Help@RetainerDirect.co.uk , referencing this review, so we can resolve this for you as quickly and fairly as possible.
Thank you again for bringing this to our attention. We appreciate the opportunity to improve and hope we can restore some of your trust in us.
Kind Regards,
Customer Support Team
Retainer Direct
Poor Ordering
I've used Retainer Direct twice now and I actually think they are the best retainers I've worn, having tried a few. They are very quick to respond to any questions and always helpful. That being said for me the ordering process 1st time was hard work and the second time positively painful, it took weeks to get it sorted. But thanks to helpful staff I got there in the end. The ability to pay a little extra (£10) and have a digital scan of your teeth kept on record was a great service and I used this for my 2nd set, which were also a superb fit. I'd love to give 5 stars but both my orders were plaqued with delays and issues so only 3. The support staff are a real asset let's hope they don't mess that up too.
2 avril 2025
Avis spontané
Réponse de Retainer Direct
Dear Kevin,
Thank you so much for taking the time to share your honest feedback. We're really glad to hear that you found our retainers to be the best you've used and that our support team was helpful and responsive – we’ll make sure to pass on your kind words to them.
We’re truly sorry to hear that your ordering experience didn’t match the quality of the product. We completely understand how frustrating delays and complications can be, and it’s clear we fell short in this area both times. Please know that we’re actively working on streamlining our ordering and fulfilment processes to ensure a smoother and faster experience for all our customers.
It’s great to hear that the digital scan service was valuable to you – we're proud to offer that added convenience and glad it helped with your second order.
Thanks again for your feedback – it’s insights like yours that help us improve. We really hope to earn that 5-star rating from you in the future!
Kind Regards,
Customer Support Team
Retainer Direct
Extremely poor quality
Extremely poor quality, broke within 2 months.
Quite painful to wear and for some reason only covers part of the tooth, doesn't go to the gum.
Would not recommend - waste of money.
3 janvier 2025
Avis spontané
Réponse de Retainer Direct
Hi Yasha,
Thank you for sharing your feedback, and we're truly sorry to hear about your experience.
We’re very disappointed to learn that the retainer didn’t meet your expectations. The comfort and durability of our retainers are extremely important to us, and it sounds like something may have gone wrong in your case. Our retainers are intentionally trimmed just below the gumline to help prevent gum irritation and ensure a more comfortable fit—this design choice is made under the guidance of our lead dentist for optimal dental health and wearability.
We’d really appreciate the chance to make this right. Please reach out to our support team at Help@retainerdirect.co.uk so we can look into this further for you and arrange a free replacement under our 60-day fit guarantee.
We value your feedback and hope to have the opportunity to restore your confidence in our service.
Kind Regards,
Customer Support Team
Retainer Direct
Fantastic Communication
A great company with excellent communication throughout.
To try to keep a long story short, I thought I could use my original dental moulds from when I first had my braces off as my teeth had moved slightly and I wanted to get them back to post-braces straightness. When I received my mould kit I realised from the video on the website that the impressions had to be taken from my current bite.
I contacted Retainer Direct and June replied approximately one hour later on the same day advising that unfortunately I wouldn't be able to use my moulds to take the impression, but as long as the kit was intact I could return it for a full refund.
June was lovely and kept me updated throughout the process, and also kindly agreed to a full refund without deducting any postage fees.
On this occasion (through no fault of the company) it didn't work out. But I still wouldn't hesitate to recommend Retainer Direct as they were a pleasure to deal with.
20 avril 2025
Avis spontané
Réponse de Retainer Direct
Dear Laura,
Thank you so much for taking the time to share your experience. While we’re sorry it didn’t work out on this occasion, we’re really pleased to hear that you felt supported throughout the process. June will be especially happy to know her assistance made a positive impact.
We always aim to make things as easy and transparent as possible, even when plans change, and we truly appreciate your understanding and kind words. Your recommendation means a lot to us, and we’d be more than happy to help you again in the future should your needs change.
Kind Regards,
Customer Support Team
Retainer Direct
Retainers fit great
Retainers fit great
Very comfortable
Customer service was great and very friendly
Very happy with the quality of my retainers
Thank you
22 mars 2025
Réponse de Retainer Direct
Hi Toni,
Thank you so much for your kind words! We're thrilled to hear that your retainers fit perfectly and that you found them comfortable. It's also wonderful to know our customer service team made a great impression. Your satisfaction means everything to us – thank you for choosing Retainer Direct! 😊
Kind Regards,
Customer Support Team
Retainer Direct
Very easy and great fit!
Very easy - created my retainers from the digital scans, supplied quickly, fit well. Thank you!
28 mars 2025
Avis spontané
Réponse de Retainer Direct
Dear Juliet,
Thank you so much for your kind words! We're so glad to hear the process was easy for you and that your retainers fit well. It means a lot to us that you're happy with the result. If you ever need anything in the future, we're here to help!
Kind Regards,
Customer Support Team
Retainer Direct
Waste of Time & Money / Poor Customer Service
I purchased the Custom Fit Essix Retainer Online – Lower set from RetainerDirect, where I was required to take my own impressions. As instructed, I sent images of my impressions for pre-approval before mailing them in. I was told that they "do not look bad at all" and was advised to proceed. However, after sending them in, I was unexpectedly informed that I needed to take another set of impressions.
At this point, I asked about my options and was told I could either try again or request a refund. I chose to redo the impressions, clearly stating that if they were unsuccessful a second time, I would like a full refund. RetainerDirect sent another impression kit, and this time, I was assured that my impressions were "excellent" and should be sent in. Yet again, after submitting them, I received another email stating that further impressions were required.
At this stage, I had lost confidence in the process and requested my full refund, only to be told that a full refund was never agreed upon. Despite my prior communication making it clear that I expected a full refund if my second impressions were deemed unsuccessful, they only offered a partial refund for manufacturing costs.
This entire experience was frustrating and a waste of time. I followed all instructions, received misleading assurances, and in the end, was not properly refunded. I would not recommend RetainerDirect to anyone looking for a straightforward and reliable process.
21 février 2025
Avis spontané
Réponse de Retainer Direct
Hi James,
We appreciate your feedback and are sorry to hear about your experience. Our custom-fit retainers require a self-impression, and while we do our best to guide our customers in creating a good impression, the final assessment can only be made in person.
We understand the process can sometimes require multiple attempts to ensure the best fit, and we aim to provide clear guidance along the way. We regret any frustration this may have caused and appreciate your patience throughout.
If you’d like to discuss this further, please reach out to our support team—we’re happy to assist in any way we can.
Kind Regards,
Customer Support Team
Retainer Direct
Not properly trimmed could cause gum recession!
They will not reply to my emails. I am a retired dentist and these retainers are not trimmed properly. They should not cover 100 percent of your teeth and cover your gums. That can cause gum recession. Took three months to get them and I could not wear ! Material also is very flimsy
28 janvier 2025
Avis spontané
Réponse de Retainer Direct
Hi Ulrike,
We take customer satisfaction very seriously, and we strive to ensure all our products meet the highest standards. However, we do not recognise your name in our system as a customer. If you have ordered from us, please reach out to our support team with your order details so we can assist you.
Regarding your concerns, our retainers are designed to extend slightly over the gum line for optimal fit and retention, which is a standard approach. We have not received any verified complaints regarding material quality, and we use durable, high-quality materials to ensure longevity. If you have any genuine concerns, we would be happy to help – please contact us directly.
Kind Regards,
Customer Support Team
Retainer Direct
I made order for a pair of new…
I made order for a pair of new retainers from Retainer Direct, and couldn’t be happier with both my retainers the service I received. From start to finish, the service was great. I got given updates at all diferente stages of the process.
After completing the impression kit and sent it in, I was pleasantly surprised by how quick the turn around was. My retainers arrived in less than two weeks, and they fit perfectly- much more comfortable than the ones I had previously from my orthodontist.
I highly recommend Retainer Direct to anyone looking for new replacement retainers. It’s definitely where I will be getting my retainers from now on and great alternative to pricey orthodontist !
30 janvier 2025
Avis spontané
Réponse de Retainer Direct
Dear Isabel,
Thank you so much for your wonderful review! We're thrilled to hear that you had such a positive experience with Retainer Direct and that your new retainers fit comfortably. Providing great service and a smooth process from start to finish is our top priority, so it means a lot to know we met your expectations.
We truly appreciate your recommendation and are glad we could offer an affordable and convenient alternative. If you ever need anything in the future, we're always here to help. Enjoy your new retainers!
Kind Regards,
Customer Support Team
Retainer Direct
No Response to Emails
Placed order, confirmation email received, waited. Sent email asking for progress status, no response, waited. Cancelled order, no response.
12 janvier 2025
Réponse de Retainer Direct
Dear Rachel,
Thank you for sharing your feedback. I sincerely apologise for the frustration and inconvenience caused by the lack of communication regarding your order.
After reviewing your case, I see that your email was sent to a no-reply address, which unfortunately delayed our response. The system should have sent you an automated email explaining that this inbox is not monitored, but I completely understand how disappointing this experience must have been. I am truly sorry for the miscommunication.
Please rest assured that we will reach out to you via email to address your concerns and find a resolution. Your satisfaction is extremely important to us, and I will personally ensure that your concerns are prioritized moving forward.
Once again, I deeply regret the inconvenience caused and sincerely hope we can make things right.
Kind Regards,
Customer Support Team
Retainer Direct
Friendly & Competent
Prompt responses, competent and friendly customer support.
3 janvier 2025
Avis spontané
Réponse de Retainer Direct
Dear Marcus,
Thank you so much for your kind words! 😊 We're thrilled to hear that you had a positive experience with our prompt responses and friendly customer support. Providing top-notch service is always our priority, and your feedback means the world to us. If there's anything else we can assist you with, please don’t hesitate to reach out. We’re here for you!
Kind Regards,
Customer Support Team
Retainer Direct
Réponse de Retainer Direct
Hi Massimo,
Thank you for your feedback, and we’re sorry for any frustration caused. Your enquiry was sent during the weekend when our office was closed, which delayed our response. However, we made sure to address your request promptly once we reopened.
We hope that our response was helpful and resolved your concern. If there’s anything else we can assist you with, please don’t hesitate to reach out. Your satisfaction is very important to us.
Thank you for your understanding.
Kind Regards,
Customer Support Team
Retainer Direct
I pay £150 for a retainer usually
I pay £150 for a retainer usually . These are half the price and just as good . Great service
3 janvier 2025
Avis spontané
Réponse de Retainer Direct
Hi Theresa,
Thank you so much for your wonderful review! We’re thrilled to hear that you found our retainers to be both affordable and high-quality. Providing great service and value is always our top priority, and we’re so glad we met your expectations.
If you ever need anything else, don’t hesitate to reach out. Thanks again for your support!
Kind Regards,
Customer Support Team
Retainer Direct
I don't think they are a scam at all
I don't think they are a scam at all. I'm a GP. I ordered some retainers and I didnt do the impressions correctly. They sent another kit (free of charge) and hey presto, the retainers arrived. Perfect fit! Delighted with the retainers.
2 décembre 2024
Avis spontané
Réponse de Retainer Direct
Dear Rammie,
Thank you so much for sharing your experience! We’re thrilled to hear that you’re delighted with your retainers and that we could help resolve the issue with your impressions quickly and at no extra cost. Ensuring our customers are happy with their results is always our top priority. If there’s anything else we can assist you with, please don’t hesitate to reach out. Thank you for trusting us with your smile!
Kind Regards,
Customer Support Team
Retainer Direct
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