Retainer Xpress Avis 287

I had high hopes for this retainer company but I was let down .I used it as an urgent resort as old my top retainer had a crack in it back in February , it’s now June and I contacted this company back in March for the impression photos. The impressions took so much time as each time it was wrong and I probably spent £30 on time putty which is ridiculous. After they approved it and sent it out , when it arrived the retainer didn’t even fit my teeth , I had to push so forcefully (my teeth didn’t shift btw) ) until I heard a click and it went on to my teeth. THEN I couldn’t get it off!!! It was so painful and lodged so hard on to my teeth I thought my gums were going to be severely damaged as the retainer was pressed so tightly on my top gums . This was not normal for a retainer. I wasn’t impressed with this and additionally , one side of the retainer looked wonky and thsi is why it didn’t fit on my teeth and it didn’t match up with my teeth . I was so disappointed as lots of money was spent for it to not be of good standard . I then contacted retainerXpress on WhatsApp to tell them this on the 10th April and they said they are offering me a remake and for me to cut the retainer they sent me in half . I didn’t understand why I had to do this so I asked them to confirm . THEN THEY IGNORED MY MESSAGE FOR ALMOST TWO WEEKS. They want to pride themselves on great customer services but multiple times I went weeks without hearing a response which is terrible and awful customer service .then they finally replied 11 days later 😤. And then they had the audacity to say the cut retainer in half didn’t look like their retainer and asked to see it from a different implying that it was a different retainer and that I was conning then . I then sent the photos from a different angle as they requested and again no response for a few days. As I was being blatantly ignored I asked for a refund as this was unacceptable service and it was getting nowhere . And said I am happy to go through small claims court for the appalling service we received and that we again want a refund. And then wow shocker for once they actually replied on the same day disregarding the fact that I wanted a refund and saying “ We have already processed the Renake and it will be with you in a few days” ( this was on the 28th April) I was shocked by this as they never confirmed this when I sent the photos they just ignored them . Then fast forward to the 11th May when NOTHING WAS RECIEVED . They never sent it out to me and it was a LIE. LYING TO YOUR CUSTOMERS ISNT A GOOD LOOK. Then they said they will send a new one out to me and at this point I actually couldn’t be bothered to confirm my address due to the appalling service that I received . I never responded due to a bereavement in the family and being out of the country but when I got back I replied to confirm address one last time to see if they would actually send it .and guess what no response. It seems like this company just ghosts you when they feel like not dealing with your problems which is insane. I just wanted my refund !!!!!as I never got the replacement and I don’t even want it now due to how long it’s taking . It’s now been since Feb/March this one sided battle has been going on way too long because they can’t even be bothered to reply . At this point IF I DONT GET MY REFUND i will be going through small claims court due to this terrible service and terrible scam company . I will be going to a proper in person orthodontist to get the retainer as this experience has been traumatic.😡😠😤

The overall experience was fine, however, the actual retainers are very thin. If they last, I will amend my review, but I am not overly hopeful.

The retainers fit perfectly and arrived in good time to replace my old set. In addition, communication has been amazing and available via whatsapp with other providers i have used in the past there has been limited updates but retainer xpress has been very forthcoming and so easy to use! Would definitely recommend for some high quality retainers!

I can’t praise this company highly enough!
I needed a new retainer after Smile Direct went bust and gave them a go.
Their WhatsApp chat help was brilliant and once I finally got the impressions right I had my retainers within just a couple of days.
Thank you!

Amazing service - and I recieved more retainers than I expected and saved myself £700! They fit perfectly- highly recommended x

Some of the best customer service I've ever had. They let me to change my order after I'd placed it, and also sent me free whitening trays.
Responded fast and effectively every time

First time customer. I ordered the impression for 199 quid for the upper AND lower jaw. The Website states that I would receive FOUR putties in case something goes wrong. Unfortunately I only received THREE. But I thought I give it a go. For the first one, for the lower teeth impression, I used the wrong tray. My bad. The second one was angled and not accepted via the needed WhatsApp Video. The third one was accepted but now I am out of Putties. And instead of helping me and resending another Putty mix, I in fact got told to PURCHASE additional Putties even though I didn´t receive the promised amount in the first place. Since mentioning it to the WhatsApp chat, I have been left on read and entirely ignored. Furthermore, the customer service who needs the videos via WhatsApp takes between 30 Minutes and 3 hours to reply. That´s not really "Xpress" though, is it? I now see myself forced to purchase additional putties or take the legal route to get my money back plus some additional compensation for my wasted time. This is appalling behaviour. Regardless of the outcome, This 1 Star Review will very likely not be changed. I will however, edit/update this after I received either the retainer or a full refund.

Edit: 10/05/2024

On 09/05/2024 I received a WhatsApp message, asking me to take this review down. I refused. Additionally I reluctantly Ordered two more putties for my impression kit as well. Since then, the Company has been quiet until today. At 1:52pm I received an email, stating that both my order, the impression kit as well as the additional putties have been cancelled and I will be refunded, except the non refundable amount of the impression kit of £34.99. As of now, Retainer Xpress, is in breach of contract as I immediately contacted citizen advice and send them all the necessary documents. I am currently drafting a letter using citizen advice´s website for breach of contract. So far I couldn´t find an ADR Scheme. Citizen Advice also let me know that any further costs, as I now have to look for a different company/supplier of retainer, will potentially have to be reimbursed by RetainerXpress. Overall it is not a pleasant experience. I will seek further legal advice and consider legal steps if necessary.

Edit 10/05/2024: Reply to RetainerXpress´ reply.

As I earlier mentioned, I did order additional putties because I do need new retainer. Therefore this statement is false. Yes, I insisted on a free replacement as I was only supplied with three putties instead of four but in the end I ordered additional putties. I can prove this with an order number.

Additionally none of my messages were intolerable. At all times, I have replied in time, kindly and yet insisting on the same from the company to abide the law. Which the company does not do. I will happily provide my entire WhatsApp Chat plus ALL emails if necessary to courts and lawyers. I always expected professionalism which unfortunately this company lacks.

Edit 13/05/2024

I just received an email from Retainer Xpress, after contacting citizen advice and a lawyer, and have sent Retainer Xpress a Letter of Breach of contract. They have reviewed the documentation provided and have written, quote: "Despite our efforts to address your concerns and provide evidence of the complete materials provided, we regretfully acknowledge the receipt of threatening and intolerable messages from your end. Such behaviour is not aligned with our values of professionalism and mutual respect." End quote. So apparently going in line with your rights as a consumer using a Citizen Advice template is "threatening and intolerable messages". Be aware of this company and do not under any circumstances use this company.

Quick delivery of moulds. Super quick response to approve the moulds before sending. Lots of spare putty incase I messed up the moulds first time. Quick turnaround to get the retainers made and sent to me.
Retainers seem pretty good quality.
Good comms to keep me updated.
My only feedback would be related to making the packaging and tools more eco-friendly and sustainable.

I needed retainer urgently because I was going abroad for a few weeks. After contacting multiple dental clinics, Retainer Xpress were the only ones who could make me a retainer before i went away. Very great service

I recently tried Retainer Xpress for the first time, and I must say, it was an excellent experience. The process was incredibly straightforward, with easy-to-follow steps that made the entire process hassle-free. One thing that impressed me was their attention to detail—they even provide extra product in case your first attempt doesn’t yield the desired results.

What’s even better is the convenience it offers. Being able to try it from the comfort of your own home is a game-changer. No more scheduling appointments or dealing with inconvenient office visits. Plus, the affordability of Retainer Xpress makes it accessible to everyone.

Overall, I’m thoroughly impressed and satisfied with my experience, and I will definitely be recommending Retainer Xpress to my friends and family.

Excellent customer service, couldn’t have been a smoother process. Excellent quality retainers too, so much more convenient and cheaper than going to the dentist. Very happy!

I had a positive experience at first with quick reply times and useful staff, but as soon as I had an issue the wait time was much longer. My retainers broke within 6 months of purchase. I have worn retainers for many years, and this has never occurred so quickly. After asking a question, the staff left my answer on read and I had to request for them to reply with advice. My complaints were then dismissed. I was not necessarily expecting compensation, but good customer service is essential for a successful business.

Amazing experience! Highly recommend and will be using again

Excellent service and best retainers I've had!

Great communication throughout and I loved the WhatsApp experience - made everything a lot easier and general comms super easy throughout the process.

Thanks to the team for their help and professionalism!

⭐️ ⭐️ ⭐️ ⭐️ ⭐️

We purchase extra thick retainers for our daughter in a hope they might last. Within 4 months they were cracking at the back. She contacted customer support who were dismissive and said it was heavy grinding. She has had retainers for a number of years and they have never cracked so quickly. Their lack of support for their retainers means we cannot recommend Retainer Xpress and will go elsewhere next time.

The process was really easy and straightforward. The delivery was super quick and I was really impressed with the whole process and how clear it all is. It seems like this is the way forward for retainers and orthodontics.

Ordered two pairs of 1.5mm retainer recently. Surprised by the quick delivery. While taking the impression, detailed tutorial provided and help verifying the impression before sending impression back to them.

Extremely fast, easy to contact, and help resolve any issues. I had some struggles with the impressions but these got resolved after a lot of help on the WhatsApp.
Very impressed
My retainers fit perfectly!

Fast service and excellent customer service. Was able to assist me all the way upto recieving the retainers Thankyou.

Incredible service. Fantastic comms over WhatsApp, quick and solid service. Highly recommended.

I lost my set of retainers and urgently needed a replacement ahead flying to Portugal and my lost shape - the team at Retainer Xpress took my moulds at 11:30AM and delivered two sets of retainers by 17:00PM The Same Day!
Excellent fit and quality.
Better value than competitors.
Don’t hesitate, use them.