Reviews

Awful customer service & the ********************** take so long to get to you that it seems like they forgot. Each time you call its a different lie. I was told they were shipping out next week.. the next time called they would be shipping out in a few weeks.. the time after that I was told the impression's made was obscured so they cant send them. No call or communication made to me. They just had me waiting for the retainers. Given another chance to send them now they lie again saying they were delivered last month to me. Thats not even a good lie. I know I dont have them. ***** kept repeating himself not helpful then his boss got on the phone & was even more rude. Not worth my time or money.

I am extremely disappointed with my experience with Retainers Direct. After a lengthy process of over 6 months, I have not received a satisfactory product and the customer service has been frustratingly unhelpful. In Feb. 2024, I had purchased two sets of retainers and was assured that my impression kit met their standards. Upon receiving the first set, the fit was completely off. With the understanding that issues could occur, I reached out to customer service for assistance. It was agreed upon that I would complete another impression kit; however, I was told that I needed to purchase additional putty in order to do so, despite the fact that the issues were due to errors on their part not mine. After some pushback, they agreed to send me the need putty free of charge. The second impression was confirmed to be acceptable, but upon arrival the retainers still didnt fit properly. I once again reached out to customer service for assistant and instead requested that they use imaging files from a partner company, as advertised, to ensure a more accurate fit. I was assured this would resolve the issue. Unfortunately, the new retainer once again did not fit, and I received only one of the two sets I had ordered. At this point, I requested a full refund due to the extensive inconvenience and lack of usable product. To my dismay, I was required to cover the shipping costs to return the retainers in order to be eligible for them to process my refund request. Upon receipt of my refund confirmation, I have now been informed that an additional $20 was deducted from my refund to cover shipping and materials. After 6+ months, I am left without the retainers I paid for and instead had to pay out of pocket for shipping expenses for a product that I do not have. The entire experience has been frustrating and disappointing. I would not recommend Retainers Direct based on my experience, and I will not use their services again nor will I recommend them to anyone.

They cheated me out of $315.88. I paid for two sets of retainers, which I only did because they claimed to have my smile direct files. That was aue, and after they got my money, they sent an impression kit for me to start that process. After weeks of waiting after sending my impression s, they finally sent retainers. But only 1 set!!!

Total scam, do not waste your money. Theyve been stringing me along since early May telling me they would ship my retainers and its Mid-August now. They just ghosted my email follow *** and DMs and ended up blocking me instead of sending my retainers. Super unprofessional company if theyre even making retainers at all

Ridiculous customer service. Materials are cheap and do not work. The putty was too hard to make proper deep imprisons. Tried 2 times and it didn't work at all. Their return policy is you have to pay for the return shipping and maybe you'll get your money back. Total scam, should have red reviews here first. Why do you think they don't have a physical address? Their address is a *** store.

Do not use this company. They will take your money and never send you a retainer.

Very disappointed! They over promise and under deliver. They take so long to make "quality" retainers that don't fit and look like they were cut by a 5 year old. Then, for the second impression, you receive the surprise that you will need to pay the shipping! I followed the impressions instructions to the ** sent them the pictures for approval and all that. By the way, the response of acceptance to my first impressions when I emailed the pictures, was an auto-reply, so they don't even check. Of course, what do they care if the first impressions are fine or not? They will make you pay for shipping for the next attempts, right? One more thing, the way they expect you to mail the first impressions back to them is not appropriate, they should send a box and not that envelope they provide that probably gets smashed many times on the way there, ruining the impressions I took so much effort into making sure they were correct.

Its a scam! I been calling them to let them know the retainers are not working out they are loose and its not closing my gap. They said they cant do anything about that I have to go to an ortho. A retainer doesnt fix that. Thats weird because Ive had my retainers made by BYte they were good but I accidentally threw them away. I decided to try out Retainer Direct which I regret. It took over 2 months to arrive.

I have been waiting for my retainers for the last 3 months. I sent in my molds and they lost one of them so I had to buy the molds again. Weeks went by and I asked for an update. They said they were getting ready to send them out. Another 2 weeks went by and I asked for another update and are now saying they never received them after telling me that they were almost ready. I emailed them multiple times since then asking for a refund and no one responds. Im still waiting.