Retainers Direct Avis 1 128

The company advertises a money-back guarantee if you are not satisfied, which was a major reason I chose to purchase from them. Unfortunately, my experience did not match that promise.

The retainers I received were poor quality and felt very flimsy, not what I expected based on the description and pricing. I was not satisfied with the product, so I requested a refund in line with their stated money-back policy.

After reaching out, I received no meaningful response. My messages were essentially ignored, and I was left without a resolution or refund. This lack of communication and failure to honor their own policy is very disappointing.

Based on my experience, I cannot recommend this company. I hope they improve both product quality and customer service moving forward.

I was calling their help line to assist me with tracking a package. I already had impressions from a previous service through them. I was under the impression they would send me a shipping box with the label to send to them.
I called and a lady answered who was rude and cut me off multiple times. Definitely not ever going to use them again. I am canceling my order and asking for a refund or dispute the charge.
That lady really ruined my the whole experience on top of them making you print off your own shipping label and mailing with your own box.

I purchased multiple sets of retainers, ordering several in advance as expected for this type of product. Some lasted close to a year, others only a few months, and one broke immediately on first use, right out of the packaging.

I contacted customer support, but they refused to replace it, claiming the order was not recent and questioning how I stored the retainers. For clarity, they were properly stored in a box, untouched except for the other sets.

Ordering in advance should not be used against the customer. When you spend several hundred dollars and request just one replacement, you would expect a minimum level of customer care. Especially considering the likely low production cost, this could have been a simple gesture to maintain customer satisfaction.

Unfortunately, this experience reflects both inconsistent product quality and disappointing customer service.

They never sent me my kit and when I asked again they said it’s passed their policy! Beware they are a bad company!

Sent the retainer 6 weeks late and it was not even my retainer. Scam organization copying their competition. Avoid at all costs.

My husband and I have both purchased retainers from them and spent over $500. The kit I purchased came with a teeth whitener with a UV light and a rechargeable sanitizing case for it. Update n recording the whitening kit, the sanitizing case did not work properly. It would not use the light to sanitize it unless it was plugged into the wall. Even after over a day of charging it, it still would not work without being plugged in. I contacted the company on January 21st and heard back by the 22nd. They asked for pictures or a video of the faulty product. I sent a video clearly showing what was wrong the same day. It took until January 27th for them to respond and they said it takes a certain amount of time to charge and asked if I figured it out yet (in my original message to them I stated that even after being plugged in for hours it would not work). I responded back the same day and said that even after being plugged in for 24 hours it would not work. By February 3rd I still had not heard back, so I reached out to the company to give them another chance to fix it. I spelled everything out for them AGAIN told them that if they did not make it right, I would be leaving a review on the service I have received (or lack of it). I still have not heard back and it is February 15th. It has been almost 3 full weeks without a response. I will not be giving another penny to this company. They take your money and then don’t care about you after they have your money.

I wish I had seen the reviews before I took the plunge. Because of travel and timelines I was unable to get retainers from my orthodontist so tried this. Over a month later, and still no retainers. I have called frequently and have been given information which has proven not to be true (intentional or incompetent?). I was given a tracking number which was inaccurate. I paid for expedited shipping because of their delay and they were (allegedly) sent out nearly a week after they told me they were ready for pick up. I am still waiting. I would avoid this company like the plague!

Listen to the reviews! I was messed around for 2 months they finally admitted they lost my impressions ( a lab technician lost them ) they sent me the wrong retainers and sent me on a wild goose chase! I’ve asked for a refund and they have said my banks holding it from me. The bank have confirmed they have done no such thing. Please please do not use this company they have now cost me £2400 as I need another brace now. I genuinely think the company has educational delays because they are so incompetent it’s unbelievable. So please use venneir for your retainers or pay abit more and go to your dentist. I’ve held off leaving this review but I’m not going to get my refund anyway.

Absolutely do NOT work with this company. It will be an absolute nightmare.

I ordered a package on 11/20- which included two sets of upper and lower retainers, plus a smile kit (whitener, retainer case, and retainer cleaner.)

I waited over a month for my shipment. I was multiple times told “it will ship out tomorrow morning!” After a month, they finally stated that their 3D printer was broken. I asked for a refund. They stated they would refund me, minus a fee. For what? They had sent nothing, left me waiting for a month, and made false promises. Then wanted to charge ME a fee!?!

After filing a dispute with my bank, they mailed out, in order to send the dispute a tracking number. The set of retainers I received didn’t fit, they only sent 1 set (not the two purchased), and didn’t include the case I ordered for storage, or anything else from the kit.

So for $250- I received one set of retainers- which fits so poorly, that I cannot close my mouth, and leaves 1/4 inch gap between my top and bottom teeth- due to fit being so poor.

Absolutely ridiculous and horrible experience.

DONT DO IT.
They sent me my retainers and they didn’t fit at all, I sent them back in to get them adjusted and they never sent them back. I have been reaching out to them for over 6 months with either no response and them just saying they don’t do refunds. So essentially they just took my $300 for nothing. Their customer service is pretty much non existent.

My experience with this company was extremely disappointing. Everything started well — I received the impression kit quickly, completed my mold, submitted photos, and mailed it back on 10/20. After that, I never heard from them again.

The only message I received was someone asking me for a review. When I replied that I was still waiting for my retainer, they said it would take “up to two weeks,” even though the website promised up to 5 days.

Instead, it took almost four weeks. After reaching out again, I was just sent a tracking number showing the retainer wasn’t shipped until 11/17, nearly a month after I mailed my impressions. I finally received it on 11/24, and it doesn’t fit because my teeth shifted during the long wait.

Overall, terrible communication, misleading timelines, and a product I can’t even use.
I do not recommend this company.

Do not subscribe! No cancellation possible through their website. Customer service is just asking questions when trying to cancel. Now they charged again.

The retainers themselves arrived in decent condition and at a reasonable price, which I appreciate. However, the customer support was slow to respond, and I felt unclear about some of the fit issues and the refund policy.

The product arrived months late, the mold kit was faulty, and customer support ignored all my emails. What started smooth quickly turned into frustration and wasted money. I wouldn’t trust this company again.

Richard is awesome and made everything work out. My retainer is perfect.

It’s been 2.5 months and 4 retainers of horrible fitting ones might I say… telling me I have weird teeth .. yes I have all the emails to prove that. What so called person would say that never had a prob any where else. I asked them just to refund me don’t make another one and on that day I received a response back from them real fast that they already mailed out the 4th one …idk if it will fit. It’s the worst company I have dealt with.
Sent them directions with specs they did what they wanted. All too tight to big to small let’s see that is one brings … Don’t use them go to your orthodontist or dentist pay a little extra for a real impression and guard

First it was over one month wich is unacceptable!!! When it came it was so tide in right side and my teeth was hurts , I thought it new and will adjust i wear for a week and just get worse , now my right jaw so hurts and sore and I have to go see doctor 👿👿👿

Zero customer service. Lost my 1st impressions. Been trying to reorder and no one responds to emails.

Scam! I regret not spending more to have them done professionally. We had a lot of trouble just getting the impressions done because we were sent the wrong tray size. After struggling with a few attempts, we told Retainers we needed a smaller tray and had to buy more putty ourselves. When we finally submitted the impressions, the retainers they sent back didn’t fit at all—and by that point, we were conveniently outside the 30-day return window. The whole experience felt like a waste of time and money. Save yourself the frustration and go with a professional.

Definitely not worth the "savings" and too much time spent tracking the order and managing the return. I ordered two sets of replacement retainers for my son. It took just under a month from when we mailed the impressions, to when we received the retainers. I purchased them because it was supposed to be a quick turn around time for lost retainers. I checked on them twice and was told I would receive an email when they were on their way. No email. They just showed up one day.
Top retainer did not fit...way too small. Couldn't wait another month and start the process all over again.
Asked to return them and was told I would have to pay return shipping. When I said I would not, I was told to send a picture on the retainers cut up and they would provide a refund.
Refund came through three days later, but for $150, not the $220 I paid. When I inquired on the difference, I was told that they kept $20 of the credit for their original shipping costs (small box, almost weightless product). and $50 for the "free gift" they sent with the retainers. I needed to return the free gift in original packaging and pay the shipping on it to receive the additional $50 credit. I had thrown the free gift away. So, essentially they sold me something I never even asked for. This company is so shady and their business practices are unethical. They prey upon people being busy, not reading the fine print and have a business model that holds onto some portion of your money regardless of providing the desired product. Beware.