Complaints

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** ****** ********* contacted me through Smile Direct Club's records and has access to medical information. They insist they are not affiliated with SDC, however they still have access to all of my private information. This is how *** ****** ********* contacted me. They refused to give me the official name or address of their business when they contacted me, which I am pretty sure is illegal. I do not feel comfortable with a bankrupt business giving out my personal and medical information without my consent. Since they are in-fact affiliated since they have access to all of my information, then they can provide the 'Lifetime Smile Guarantee' that me and my husband paid for. If not, then legal action should be taken for selling patient information.

  Business response

  10/01/2024

  Thank you for taking the time to express your concerns. We understand how important it is to ensure your personal and medical information is handled properly and securely. After thoroughly reviewing the details of your complaint, we would like to clarify that you are addressing the wrong company. The business you are referring to, *** ****** *********, is entirely separate from our company, Retainers Direct.
  1. No Affiliation with *** ****** ********* or ***** ****** **** (SDC)
  To be clear, Retainers Direct is not affiliated with *** ****** ********* or ***** ****** **** (SDC). We have no access to SDC's customer records or medical information, nor do we contact SDC customers based on their records. Retainers Direct operates independently, and we ensure that all customer data handled by our company is provided directly and voluntarily by our customers when they place an order with us.
  We also want to assure you that Retainers Direct has not contacted you regarding any retainer services, as we do not have your information in our system. It seems the communications and concerns you have experienced involve another business—*** ****** *********—and not our company.
  2. Privacy and Data Protection
  At Retainers Direct, we take privacy and data protection very seriously. We follow strict protocols to ensure that any information shared with us by our customers is handled securely and responsibly. We do not buy, sell, or share personal information with third parties. If you have never made a purchase or interacted with Retainers Direct, we have no way of accessing your personal or medical records, and we certainly do not use third-party sources like SDC to obtain customer information.
  We understand your concern about the unauthorized use of your information, and we empathize with your situation. However, it is important to direct your complaint and any privacy-related questions to *** ****** *********, as they appear to be the company that has contacted you and caused your concern.
  3. No 'Lifetime Smile Guarantee'
  You mentioned the 'Lifetime Smile Guarantee' that you and your husband purchased. We would like to clarify that Retainers Direct does not offer any such program. It seems this offer might be related to ***** ****** **** or *** ****** *********, further indicating that your complaint is directed at the wrong company.
  4. Recommendations for Next Steps
  To resolve your concerns regarding the access and handling of your personal information, we recommend reaching out to *** ****** ********* directly, as they are the company in question. If you are uncertain about how to proceed, you may also want to contact ***** ****** **** to verify the source of the communication you received. Additionally, if you believe your privacy has been compromised or your personal information has been mishandled, you might consider reporting the matter to relevant authorities or seeking legal advice.
  5. Our Commitment to Helping You
  We completely understand the seriousness of your concerns regarding the potential misuse of your personal information, and we appreciate that you want to ensure the security of your private data. While Retainers Direct is not involved in this matter, we are more than happy to answer any questions you may have about our company or our privacy policies. We can assure you that your data is safe with us should you choose to work with us in the future.
  If you require further assistance or have any additional questions, please feel free to contact us at smile@retainersdirect.com or **************. We are here to help clarify any misunderstandings and ensure that your privacy is respected.
  Thank you for your understanding, and we hope this clears up any confusion regarding our company’s role in this matter. We wish you the best in resolving your concerns with the correct parties involved.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order new retainers from this company on 6/1/2024 and paid 150 for the service. The services required dental molds to be made by me and sent to the company for them to build the new retainers. Despite following all of the posted videos and instructions, the molds I completed (3 separate attempts) were never approved. Discrepancies were identified by the company each time with the molds I sent in. Resulting in the company requesting more money for new supplies (And customer provided shipping costs). Retainers direct couldn't identify what went wrong, how to correct them in future attempts and just asked me to pay more money and reattempt. I reached out to the company for clarity, contacted customer service for guidance and submitted pre shipment pictures to a customer service representative that never responded. Eventually the lower retainer was made and it fit correctly. I resubmitted the upper retainer molds again and when it was made and shipped it was completely unusable. In fact, the new retainer made from my mold had the incorrect number of teeth in it, obviously not related to any potential defect I created with the mold process. At this point I requested a refund for the unusable retainer. The company's response to date (Twice actually) was to "Return all items" and referred me to the refund policy which fails to include any sort of list of items needed for a refund. Do they want original packaging? Empty supply containers? I've received no clarity and little assistance. And it appears this is standard avoidance of responsibility and a reluctance to actually process a return of money.

  Business response

  10/01/2024

  Thank you for reaching out and sharing your concerns regarding your experience with Retainers Direct. We take all feedback seriously and deeply regret the frustration this process has caused you. Our goal is always to provide top-quality products and customer support, and we understand how disappointing this has been for you.
  After reviewing your case thoroughly, we would like to address each aspect of your complaint and clarify the steps we took to resolve the issues, as well as highlight certain factors that contributed to the challenges you faced.
  1. Order Timeline and Impression Process
  You placed your order on June 1st, 2024, for both an upper and lower retainer. On June 5th, you received the impression kit, and we immediately began assisting you through the process. Our records show that on June 6th, you submitted photos of your impressions. We responded promptly that same day, requesting additional photos to ensure the impressions were suitable for creating your retainers.
  However, we did not receive the requested follow-up photo from you at that time. Despite this, on June 12th, we received your physical impressions at our lab and quickly noticed significant distortions in both the upper and lower impressions. This distortion, particularly in the front teeth area, was communicated to you on June 17th via email. When we did not receive a response, we followed up with a phone call on June 19th, which went unanswered, so we left a voicemail. We eventually spoke on June 20th, after which we sent new impression material free of charge on the same day to ensure you had every opportunity to correct the initial issues.
  2. Continued Challenges with Upper Impression
  Upon receiving your second set of impressions on July 9th, our lab successfully approved the lower impression, but we unfortunately observed similar distortions on the upper impression, particularly in the front teeth area. This was communicated to you immediately, and we provided detailed tips to improve accuracy in future attempts.
  However, despite our instructions and free materials, the same issues persisted with your upper impression, which was distorted across multiple attempts. While the lower retainer was successfully fabricated and fit properly, the upper retainer encountered issues directly stemming from the distortions in your impression.
  3. Missed Opportunities for Real-Time Assistance
  One of the key ways we assist customers who experience difficulties with impressions is by offering live, real-time support. We suggested a FaceTime or phone consultation to guide you through the process, which many customers have found helpful in improving their results. Unfortunately, you opted not to take advantage of this opportunity. If this support had been utilized, it is highly likely we could have addressed the recurring issues with your impressions in real-time, reducing the need for multiple attempts.
  4. Upper Retainer Fit and Customer Expectations
  We understand that when you received your upper retainer, it did not fit as expected. This was escalated to our head lab technician, who responded within 30 minutes of your inquiry on August 21st to explain the possible reasons for the fit issue and to discuss potential resolutions.
  We would like to emphasize that the fit problems with the upper retainer are most likely due to the distorted impressions that were provided across several attempts. Despite this, we made every effort to work with the impressions we received to fabricate the best possible retainer. However, due to the anatomical inaccuracies in the mold, which was noted multiple times, the upper retainer was ultimately not able to fit as intended.
  5. Refund Policy and Return of Items
  When you requested a refund for the upper retainer, we responded on August 22nd, offering to issue a refund upon the return of the retainer, per our standard refund policy. Your request for an itemized list of items to be returned was received and reviewed by our team. Our refund policy, which is accessible online, clearly requires the return of all materials related to your order, including both retainers (upper and lower), for a full refund.
  Our head lab technician reached out again on August 23rd to clarify whether you were requesting a refund for both retainers or just the upper one, as this affects whether a partial or full refund would be issued. Since the lower retainer fit correctly, we presumed you might wish to retain it, which would result in a partial refund for the upper retainer only. However, after multiple emails and attempts to clarify, no response was received. A follow-up email was sent on September 12th with clear instructions to return the items for refund processing.
  6. Customer Responsibility and Missed Communications
  While we sympathize with your frustration, we would like to note several key areas where customer involvement contributed to the difficulties:
  Missed Communication: Throughout the process, there were several instances where we did not receive timely responses to our emails or calls, such as when we requested additional impression photos on June 6th or when we offered consultation opportunities via FaceTime to assist with improving the quality of your impressions.
  Inaccurate Impressions: The persistent issue with distorted impressions, particularly for the upper retainer, was the primary cause of the fit issues. Despite our best efforts to guide you and the multiple free kits sent, the repeated submission of impressions with distortions made it difficult to fabricate a retainer that fit properly.
  Refund Process: Our refund process requires the return of all items for us to issue a refund, as clearly outlined in our policy. We made multiple attempts to clarify the process and facilitate your return, but we did not receive the necessary responses to move forward smoothly.
  Conclusion
  We sincerely regret that this process has been unsatisfactory for you. We have made every effort to assist you, providing multiple free impression kits, detailed instructions, and offers for real-time support. Despite these efforts, the issues encountered were largely due to the distorted impressions provided.
  We are still more than willing to process your refund once we receive the necessary returns. Please send all items, including both retainers and any associated materials, to the address previously provided. Upon receiving these, we will issue your refund promptly.
  If you have any further questions or would like to discuss the matter in more detail, feel free to contact us directly at **************. We hope that we can resolve this matter to your satisfaction and appreciate your understanding.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have never contacted this business, or given them my contact information. I constantly am texted, emailed, and called by them. I did not give them my information and believe they bought it from another business that declared bankruptcy.

  Business response

  08/28/2024

  Thank you for bringing this to our attention.
  
  Please note that we are not affiliated with *************** or *** ****** *********. We have no records of your information in our system see attachment, and we can assure you that we have not contacted you, nor have we obtained your information from any other businesses.
  
  It seems there may be some confusion, as the dispute you mentioned is not related to our company. We respect your privacy and will ensure that no further contact is made if it pertains to our organization.
  
  If you have any additional concerns or need further clarification, please feel free to reach out.

  Customer response

  08/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *******

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a bottom retainer, order number ********. I received confirmation that "impressions were successfully checked in on the 14th, and our team has commenced the production process. Typically, this process takes between 10-15 business days to ensure the highest level of quality and precision in crafting your product. Upon completion, you will receive a tracking number via email, enabling you to monitor the shipping progress of your order to its destination." I have yet to receive delivery of retainer. I have emailed weekly from May 1 - June 17 & still no update on delivery or tracking number.

  Business response

  07/24/2024

  The customer was granted a chargeback of $109.99. We requested new impressions as the digital files we had were corrupted and could not be used to proceed with the digital models. The customer filed a BBB complaint and a chargeback with their bank, and has since been refunded in full. This matter has been resolved, and the customer’s complaint has been professionally addressed.

   

   
  

  <<<<<SEE EMAILS BELOW>>>>>

   

  Jenny Smith <jhsmith2113@gmail.com> May 22, 2024, 4:06?PM
  
  
  to me
  
  
  
  
  
  
  
  Hi - I wanted to check in again on the status of Retainers Direct Order NW-24144. Per your email, the impressions were successfully received on April 14 & we were told the retainer would take 10-15 business days. It has now been 28 business days. 
  
  
  If you are unable to provide a shipment date,
  Please issue a full refund to my original payment.
  
  
  
  -Jenny Smith
  585-797-5955
  
  On May 8, 2024, at 2:01?AM, Customer Service <smile@retainersdirect.com> wrote:
  
  
  ?I sincerely apologize for the delay in processing your retainer order and any inconvenience this has caused you. We understand the importance of timely delivery, especially when it comes to dental retainers.Please rest assured that we are actively working on your retainers. We are committed to ensuring that they are of the highest quality and meet our strict standards before we send them out. As per the current update, we expect your retainers to be ready for shipping next week.We appreciate your patience and understanding as we complete your order. We are doing everything we can to expedite the process while maintaining the quality and accuracy you deserve.Thank you for choosing our services, and if you have any more questions or need further assistance in the meantime, please feel free to reach out.
  
  
  
  
  11024 Montgomery Blvd. NE PMB #342
  Albuquerque NM, 87111
  
  On Wed, May 8, 2024 at 11:46?AM Jenny Smith <jhsmith2113@gmail.com> wrote:
  
  Good evening 
  
  
  Could I please get a status update for Retainer Direct Order NW-24144. Impressions were checked in on April 14. 
  
  
  Thank you, 
  -Jenny
  
  On Apr 30, 2024, at 9:45?PM, Customer Service <smile@retainersdirect.com> wrote:
  
  
  ?We hope you're well. To assist you more effectively, could you please share your order number that starts with "NW"? This will help us quickly access your order details and provide the assistance you need.
  Thank you for your cooperation, and feel free to ask any questions or share any concerns along with your order number.
  
  11024 Montgomery Blvd. NE PMB #342
  Albuquerque NM, 87111
  
  On Wed, May 1, 2024 at 4:55?AM Jenny Smith <jhsmith2113@gmail.com> wrote:
  
  Good afternoon -
  
  
  Could you provide a tracking number for the retainer referenced below? 
  
  On Apr 18, 2024, at 2:48?PM, Customer Service <smile@retainersdirect.com> wrote:
  
  
  ?I trust this message finds you well. I am writing to provide you with an update regarding the status of your recent order.
  
  Your impressions were successfully checked in on the 14th, and our team has commenced the production process. Typically, this process takes between 10-15 business days to ensure the highest level of quality and precision in crafting your product.
  
  Upon completion, you will receive a tracking number via email, enabling you to monitor the shipping progress of your order to its destination.
  
  In the event of any unexpected issues arising during production, our team is prepared to address them promptly and effectively. Your satisfaction remains our top priority.
  
  Thank you for choosing Retainers Direct. Should you have any further questions or require additional information, please do not hesitate to contact us.
  
  
  
  11024 Montgomery Blvd. NE PMB #342
  Albuquerque NM, 87111
  
  On Thu, Apr 18, 2024 at 11:49?AM Jenny Smith <jhsmith2113@gmail.com> wrote:
  
  Hi, 
  
  
  The order number is NW-24144
  On Thu, Apr 18, 2024 at 9:40?AM Customer Service <smile@retainersdirect.com> wrote:
  
  We hope you're well. To assist you more effectively, could you please share your order number that starts with "NW"? This will help us quickly access your order details and provide the assistance you need.
  
  
  11024 Montgomery Blvd. NE PMB #342
  Albuquerque NM, 87111
  
  On Thu, Apr 18, 2024 at 6:38?AM Jenny Smith <jhsmith2113@gmail.com> wrote:
  
  We sent it last Wednesday with a 4/13 delivery date. 
  
  
  -Jenny
  
  On Apr 18, 2024, at 1:41?AM, Customer Service <smile@retainersdirect.com> wrote:
  
  
  ?When did you send it?
  
  
  11024 Montgomery Blvd. NE PMB #342
  Albuquerque NM, 87111
  
  On Thu, Apr 18, 2024 at 10:08?AM Jenny Smith <jhsmith2113@gmail.com> wrote:
  
  Hello. 
  
  
  We shipped the retainer impression back last week wanted to check on the status.
  
  
  Retainer Direct Order NW-24144
  
  -Jenny Smith
  1607 28th St S # 11
  Arlington VA 22206
  
  
  <image1.jpeg>
  
  
  On Apr 10, 2024, at 2:11?PM, Jenny Smith <jhsmith2113@gmail.com> wrote:
  
  
  ?Hi - we didn't receive an envelope to send the impression back. What address should we send it to?
  
  
  Thank you!
  Jenny Smith
  Retainers Direct Order NW-24144
  
   
  
  
  
  
  
  
  
  
  
  
  
  Jenny Smith <jhsmith2113@gmail.com> May 29, 2024, 12:09?PM
  
  
  to me
  
  
  
  
  
  
  
  Good Afternoon - 
  
  
  Could you please update me to the status of retainer? Thank you.
  
  
  Retainers Direct Order NW-24144
  
  
  
  
  Customer Service <smile@retainersdirect.com> (sent by irene@retainersdirect.com) May 29, 2024, 9:17?PM
  
  
  to Jenny
  
  
  
  
  
  
  
  Could you please provide the tracking number for me to check on my end?
  
  11024 Montgomery Blvd. NE PMB #342
  Albuquerque NM, 87111
  
  
  
  
  Jenny Smith <jhsmith2113@gmail.com> May 30, 2024, 3:57?AM
  
  
  to me
  
  
  
  
  
  
  
  I don’t have the tracking - it has not been shipped yet (it was received by you on April 14 & we were told the retainer would take 10-15 business days. It has now been 33 business days)
  
  
  The order number is NW 24144.
  
  -Jenny
  
  On May 29, 2024, at 11:18?PM, Customer Service <smile@retainersdirect.com> wrote:
  
  
  
  
  Customer Service <smile@retainersdirect.com> (sent by irene@retainersdirect.com) May 30, 2024, 6:21?PM
  
  
  to Jenny
  
  
  
  
  
  
  
  Did you use the provided pre-addressed and prepaid envelope to send back your impressions to us?
  
  11024 Montgomery Blvd. NE PMB #342
  Albuquerque NM, 87111
  
  
  
  
  Customer Service <smile@retainersdirect.com> May 30, 2024, 7:49?PM
  
  
  to Jenny
  
  
  
  
  
  
  
  We are shipping our retainers that we have received from April 12th-17th. You should be receiving a tracking number in the next couple of days. 
  
  11024 Montgomery Blvd. NE PMB #342
  Albuquerque NM, 87111
  
  
  
  
  Jenny Smith <jhsmith2113@gmail.com> May 30, 2024, 7:58?PM
  
  
  to me
  
  
  
  
  
  
  
  Yes & per the emails below, you confirmed receipt of the impressions on April 14th. You also noted that the team was working on the production of the retainer and we would receive it in 10-15 business days. 
  
  
  Please see your email response below: 
  
  
  Your impressions were successfully checked in on the 14th, and our team has commenced the production process. Typically, this process takes between 10-15 business days to ensure the highest level of quality and precision in crafting your product.
  
  
  
  Please provide an update on the status.
  
  On May 30, 2024, at 8:21?PM, Customer Service <smile@retainersdirect.com> wrote:
  
  
  
  
  Jenny Smith <jhsmith2113@gmail.com> Jun 7, 2024, 6:12?AM
  
  
  to me
  
  
  
  
  
  
  
  Good morning,
  
  
  Could you provide a tracking number for order NW-24144?
  
  
  Thank you.
  
  
  
  
  Jenny Smith <jhsmith2113@gmail.com> Jun 17, 2024, 1:13?PM
  
  
  to me
  
  
  
  
  
  
  
  Good afternoon - 
  
  
  We are checking again on the status of the retainer checked in on April 14 & under Retainers Direct Order NW-24144. Please advise.
  
  
  
  
  Customer Service <smile@retainersdirect.com> Jun 18, 2024, 7:58?AM
  
  
  to Jenny
  
  
  
  
  
  
  
  Hey Jenny,
  
  
  I apologize for the delay. I would expect this to ship before the end of the week.
  
  
  11024 Montgomery Blvd. NE PMB #342
  Albuquerque NM, 87111
  
  
  
  
  Jenny Smith Jun 24, 2024, 2:30?PM
  
  
  to me
  
  
  
  
  
  
  
  Thank you. Was the retainer under Retainers Direct Order NW-24144 shipped? Can you provide a tracking number?
  
  
  
  
  Customer Service <smile@retainersdirect.com> Jun 26, 2024, 4:39?PM
  
  
  to Jenny
  
  
  
  
  
  
  
  I would expect this retainer to ship out tomorrow.
  11024 Montgomery Blvd. NE PMB #342
  Albuquerque NM, 87111
  
  
  
  
  Jenny Smith Jun 28, 2024, 1:17?PM
  
  
  to me
  
  
  
  
  
  
  
  Thank you. If you could please provide a tracking number that would be great.
  
  
  
  
  Customer Service <smile@retainersdirect.com> (sent by desiree@retainersdirect.com) Jun 28, 2024, 3:38?PM
  
  
  to Jenny
  
  
  
  
  
  
  
  Good Evening Jeannette,
  
  I am reaching out regarding your request for a lower retainer. Unfortunately, the digital files are corrupted, and we will not be able to produce the retainer as anticipated. We will need you to provide another lower impression.
  
  Since this was an internal technical issue, we will provide you with a return envelope. I can have this sent out on Monday morning. Once we receive the new impression, we will prioritize your order and place you at the front of the line.
  
  Please let us know how you wish to proceed.
  
  Let me know if you need any further adjustments!
  
  
  11024 Montgomery Blvd. NE PMB #342
  Albuquerque NM, 87111
  
  
  
  
  Jenny Smith Jul 2, 2024, 6:25?AM
  
  
  to me
  
  
  
  
  
  
  
  Please process a full refund. We have received communication from you since April 18 promising a ship date and last week, you guaranteed that the retainer would be shipped and now, in July, you are stating that you never made the retainer and now are unable to make the retainer? 
  
  
  This is not acceptable business practices. We enlisted the services of your business because we were unable to pay for the cost of the retainer from the local orthodontic office. However, we cannot allow the teeth to move either and the 4 month delay is unacceptable. We will proceed with using our local orthodontist. 
  
  
  
  
  Customer Service <smile@retainersdirect.com> (sent by desiree@retainersdirect.com) Jul 2, 2024, 11:22?AM
  
  
  to Jenny
  
  
  
  
  
  
  
  Good Afternoon Jeannette,
  
  We understand your frustration and regret that we cannot proceed with the digital models due to the corruption of the digital files. Unfortunately, we are unable to work with the order without new impressions.
  
  Regarding order NW-24144, we have accepted the chargeback and notified the bank of our response.
  
  I am writing to confirm that we have processed your request for a refund. Depending on your bank or credit card company, it may take a few business days for the transaction to reflect on your account statement.
  
  We are sorry that your experience did not meet your expectations this time. At Retainers Direct, we are committed to ensuring our customers' satisfaction and take feedback seriously. If there are any specific aspects of our service or products that you would like to discuss, or if there's anything we can do to improve your experience in the future, please do not hesitate to let us know.
  
  Thank you for giving us the opportunity to serve you, and we hope to have the chance to better meet your needs in the future.
  
  If you have any questions or require further assistance, please feel free to reach out to our customer support team. We are here to help.
  
  Best regards,
  
  
  
  Desiree
  
  

  
  

  Customer response

  07/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *****

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a fake retainer company. They send the molds to customers so they have proof of a tracking number to give to banks if said customers try to dispute the charge with their bank. There are multiple other reviews saying the same thing, and I have plenty of proof (screen recording of emails below) ********************************************************* 

  Business response

  06/20/2024

  
  Thank you for bringing this complaint to our attention. We appreciate the opportunity to address the serious concerns raised and provide a detailed response.
  
  Complaint Summary:

  The customer has accused our company, Retainers Direct, of fraudulent practices, including sending out impression kits solely to provide proof of tracking numbers for chargeback disputes and misrepresenting our business location. The customer placed an order on December 22, 2023, and received the impression kit the same day. We received the customer's impressions back on January 22, 2024, and informed them of a delay in processing due to a significant influx of orders from customers of a larger company that had recently gone out of business. The customer subsequently issued a chargeback, which was resolved in our favor by the bank.
  
  Timeline and Findings:

  - Order Placement and Initial Shipping: The customer placed an order on December 22, 2023, and we promptly shipped the impression kit the same day.
  - Impressions Received: We received the customer's impressions back on January 22, 2024, and notified them of the estimated time of completion.
  - Communication and Delay: On February 8, 2024, the customer inquired about their order status, and we communicated a delay due to an unexpected surge in demand. We provided an updated estimate for completion.
  - Inappropriate Communication: The customer sent a hostile email containing offensive language, wishing harm upon our staff. We have attached a screenshot of this email as evidence.
  - Chargeback Resolution: The customer issued a chargeback with their bank, which was resolved in our favor, confirming that we fulfilled our obligations in good faith.
  
  Address and Business Practices:

  - Business Location: The customer claimed that our company is fraudulent because our address is a UPS store. We use a UPS store for package reception to ensure that we can receive impressions at all hours, given that our lab does not have facilities to accept a large volume of packages continuously. This arrangement is common for small businesses and does not reflect on the legitimacy or quality of our services.
  - Service Integrity: Retainers Direct is a small family business with a strong track record of satisfied customers. While we experienced a temporary delay due to the sudden influx of orders, we have since streamlined our processes and are now meeting our projected fabrication times.
  
  Resolution and Commitment:

  - We understand the frustration caused by delays and apologize for any inconvenience experienced by the customer. However, the claim that we are a fraudulent company is entirely unfounded and does not reflect the experiences of the thousands of satisfied customers we have served.
  - We have taken significant steps to improve our order processing and customer communication to prevent similar issues in the future. These steps include increasing our operational capacity and enhancing our customer service protocols.
  
  Additional Context and Improvement:

  - Unprecedented Demand: The influx of orders following the closure of a larger company overwhelmed our processing capabilities temporarily. We have since invested in additional resources to accommodate such demand and ensure timely service.
  - Commitment to Excellence: We are committed to providing high-quality retainers and exceptional customer service. Our improvements have positioned us to better handle future demands and continue delivering on our promises to our customers.
  
  We hope this response addresses the concerns raised and demonstrates our commitment to transparency and resolving issues in a timely and professional manner. Should you require any further information or have additional questions, please do not hesitate to contact me directly at 1-833-GR8-SMIL or smile@retainersdirect.com.
  
  Thank you for your understanding and cooperation.
  

  Customer response

  06/21/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  I don't wish harm on you - I wish accountability for what you did. Your expectation for customers to be cordial to you after you steal from them is odd. You took my money and still have never given me the product I ordered last winter. You never offered a refund. I did not receive the impression kit on the day it was ordered. You've blatantly lied to my bank about sending the finished product, giving them the tracking number for the impression kit. I sent numerous emails before getting angry that were never replied to. You still have never provided proof of both separate tracking numbers for the impression + the final retainer because a second tracking number does not exist. I will not stop until my money is returned to me.
  
  Regards,
  
  ***** **********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  05/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Retainers direct has not sent the retainers back within the 20 day time frame they advertised. After many emails we have no idea if we will ever get them back. It’s been weeks….. some of their responses were that they were checking on my order or that they are behind on orders. Then I got no response. This company is a fraud! I have no idea how to get my money back now. I emailed again today and asked for a refund. If they do actually respond to this with some lame explanation, I just want everyone to know that it’s a waste of time and money to ever use Retainers Direct. Buyers Beware!! Go to a local qualified orthodontist. It’ll be worth every penny.

  Business response

  06/19/2024

  Thank you for forwarding the complaint regarding the order placed on March 26, 2024. We appreciate the opportunity to address this matter and provide a detailed response.
  
  Complaint Summary:
  The customer expressed dissatisfaction with the delay in receiving their retainers, which were not sent back within the advertised 20-day timeframe. The customer noted that despite several email communications, the responses were insufficient and eventually ceased, leading them to question the legitimacy of our company. The customer requested a refund on May 24, 2024, which we processed on May 27, 2024.
  
  Timeline and Findings:
  
  Order Placement: The customer placed an order on March 26, 2024.
  Impressions Received: We received the customer’s impressions on April 13, 2024.
  Delay Acknowledgement: We initially communicated our projected timeframe for completion but failed to meet this due to a significant surge in orders.
  Customer Inquiry: The customer reached out for updates, and we informed them of the delays caused by the influx of orders.
  Refund Request: The customer requested a refund on May 24, 2024, and we processed the refund on May 27, 2024, the next business day following the weekend.
  

  Customer Service and Communication:
  
  We regret the frustration and inconvenience caused by the delay and the perceived lack of communication. We understand that the customer felt ignored and misled, which is not the standard of service we aim to provide.
  Our customer service team did respond to the customer’s inquiries, but the responses did not adequately address the customer’s concerns about the prolonged delay.
  Resolution and Steps for Improvement:
  
  Refund Processed: The customer’s refund was processed promptly on May 27, 2024, in response to their request on May 24, 2024.
  Operational Adjustments: We have reworked our processes to better accommodate the increased volume of orders. We are now back to our standard processing times and are better equipped to handle similar situations in the future.
  Enhanced Communication Protocols: We have implemented new communication protocols to ensure that all customer inquiries are addressed promptly and thoroughly. Our customer service team has been trained to provide more accurate updates and to keep customers informed of any delays.
  At Retainers Direct, we take customer satisfaction very seriously and are committed to resolving issues in a timely and efficient manner. We understand that our failure to meet the projected timeframe and the subsequent communication lapses led to a negative experience for the customer, and we are working diligently to improve our processes.
  
  We hope this response addresses the concerns raised and demonstrates our commitment to resolving the issue. Should you require any further information or have additional questions, please do not hesitate to contact me directly at ************** ** **************************
  Thank you for your understanding and cooperation.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered retainers from the company two months ago and they have not even shipped. Whenever I inquire about the retainers, they keep telling me that they are being shipped soon, but it never happens.

  Business response

  06/03/2024

  Thank you for bringing this complaint to our attention. We appreciate the opportunity to address and resolve this matter.
  
  Complaint Summary:
  The customer placed an order for retainers on February 13, 2024, but experienced significant delays and confusion regarding the shipment. Despite multiple inquiries, the retainers were not shipped as communicated. The customer requested a refund on May 30th/31st, 2024, and a full refund was issued on June 3, 2024.
  
  Investigation and Findings:
  Upon investigating the issue, we identified that there was confusion on our end related to the customer's attempt to reorder retainers from a previous order placed in June 2023. This confusion, coupled with a significant influx of new orders due to the recent closure of a larger company (***** ****** ****), led to delays in our processing times and inadequate communication regarding the order status.
  
  Customer Service and Communication:
  
  Our customer service team maintained email communication with the customer throughout the process. However, we acknowledge that there was confusion and miscommunication, resulting in a delay in resolving the customer's concerns.
  We sincerely apologize for any frustration and inconvenience caused by these delays and the miscommunication.
  Resolution:
  
  The customer requested a refund on May 30th/31st, 2024, and we processed the full refund on June 3, 2024, according to our refund policy.
  We understand that this resolution took longer than expected and regret any inconvenience this may have caused the customer.
  Steps for Improvement:
  
  Process Review: We have reviewed and streamlined our order processing and customer service procedures to better handle the increased volume of orders and ensure that similar issues do not occur in the future.
  Enhanced Communication: Our customer service team is undergoing additional training to improve clarity and accuracy in communication with customers, particularly regarding order status and expected delivery times.
  Capacity Management: We have increased our processing capacity to accommodate the influx of new customers, ensuring timely and efficient service for all orders.
  At [Company Name], customer satisfaction is our highest priority, and we are committed to resolving any issues promptly and effectively. We appreciate the feedback provided by our customers, as it helps us continuously improve our services.
  
  We hope this response addresses the concerns raised and demonstrates our commitment to resolving the issue. Should you require any further information or have additional questions, please do not hesitate to contact me directly at ************** ** **************************
  Thank you for your understanding and cooperation.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received my retainer from this company after over a month of waiting only for it not fit properly, my teeth are not even the same size as the teeth outlines in the retainer. I have sent several emails following up for a refund for the past 2 weeks and have received absolutely nothing back. They did ask me to send photos with the retainer which I did TWICE but still nothing. I am not wanting to go through the process again as it took far too long. I just want a refund. I told them I was willing to mail back the retainer for a refund and received no response. Absolute crickets. There is a 30 day return for refund guarantee for this company that is quickly approaching with no resolution.

  Business response

  06/03/2024

  Thank you for bringing this complaint to our attention. We appreciate the opportunity to address and resolve this matter.
  
  The customer placed an order for a retainer on March 14, 2024, and we received their impression on March 26, 2024. The completed retainers were shipped to the customer, and they received them on May 2, 2024. Unfortunately, the customer reported that the retainers did not fit properly and requested a refund on the same day, May 2, 2024.
  
  Customer Service and Communication:
  
  Upon receiving the complaint about the fitting issue, we requested photos of the retainers to assess the problem. The customer promptly provided the photos as requested.
  We sincerely apologize for the delay in our response. Despite our attempts to resolve the issue, the customer felt that their concerns were not addressed in a timely manner.
  Resolution:
  
  According to our records, the refund was processed on May 14, 2024, in compliance with our 30-day return policy. We regret that the customer did not receive timely communication about the status of their refund.
  We understand the customer’s frustration and apologize for any inconvenience caused by the delay in our response and the fitting issue with the retainer.
  Steps for Improvement:
  
  Process Review: We are reviewing our communication processes to ensure that all customer inquiries and refund requests are handled more promptly and efficiently.
  Customer Service Training: Our customer service team is undergoing additional training to improve response times and ensure that all customer interactions are handled with the utmost care and professionalism.
  At [Company Name], customer satisfaction is our highest priority, and we strive to resolve any issues as quickly and efficiently as possible. We appreciate the feedback provided by our customers, as it helps us to improve our services continually.
  
  We hope this response addresses the concerns raised and demonstrates our commitment to resolving the issue. Should you require any further information or have additional questions, please do not hesitate to contact me directly at ************** ** **************************
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered a top retainer for my son on 3/18/24. The mold was sent out right away, we returned the molds within 1 week, and have been waiting ever since. Customer service does respond, but they keep on pushing the dates out 10-14 days. It has now been 6 weeks since they received the molds. (roughly 42 days).

  Business response

  06/03/2024

  Thank you for forwarding the complaint regarding their order of a top retainer placed on March 18, 2024. We appreciate the opportunity to address and resolve this matter.

  We understand that the customer expressed dissatisfaction with the extended delivery time of their son's retainer. The customer's impressions were checked into our lab on March 23, 2024. Due to unforeseen circumstances, there was a delay in the production process, and the final retainers were shipped on May 16, 2024. The retainers were successfully delivered to the customer on May 20, 2024.

  Customer Service and Communication:
  Throughout the process, our customer service team maintained constant communication with the customer via email, providing updates and revised timelines as new information became available.
  We recognize that the repeated extension of the expected delivery dates led to frustration and inconvenience for the customer, and for that, we sincerely apologize.

  Resolution and Future Improvements:
  Immediate Action: The customer's retainers have been delivered as of May 20, 2024.
  Process Improvements: To prevent similar delays in the future, we are:
  Streamlining our production processes to improve efficiency and reduce turnaround times.
  Enhancing our communication protocols to provide more accurate and reliable timelines to our customers.

  At Retainers Direct, customer satisfaction is our top priority, and we are committed to learning from this experience to better serve our customers in the future. We value the feedback provided by our customers and take all complaints seriously as they help us improve our services.

  We hope this response addresses the concerns raised and demonstrates our commitment to resolving the issue. Should you require any further information or have additional questions, please do not hesitate to contact me directly at ************** ** ************************** ***** *** *** **** ************* *** ************

  Customer response

  06/04/2024

  I did receive the retainer. Thank you. In the future I would advise setting a clear timeline expectation. Had you let me know that the lead time would be over 6 weeks I would have purchased this elsewhere. My son's teeth are/were moving without it, so we needed the retainer faster than you could get to it. The promises of shipment within a week or two without proper follow through kept me hanging on to my order and put us in a tough spot. 
  
  ******** **** ******

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Molds were received by the company on March 28, 2024. April 14 I was told they would ship "end of the week." April 23 "early next week." April 28 "end of the week." May 6 "They will ship Friday." They have continued to lie about the shipping date.

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