Retainers Direct Reviews 1,126

Here is an honest review for a very good small business that prides itself on good customer service. My experience was very positive! Mainly because I went in "Eyes Wide Open"... I already had a 3D mold and was looking for a couple clear replacement retainers for one that our puppy chewed. I sent the mold and corresponded via email over the next week and completed my order. Every question and concern was answered in a timely manner. The retainers arrived about a week from the date they were originally received. That was the turnaround time we discussed. The clear retainer was PERFECT! I also ordered a night guard which to me was not what I expected. A simple respectful email to them was sent and within 30 minutes I had a reply and another clear retainer was sent in its place. (This was my choice instead of a refund)

I cannot speak for the KIT but if you are looking for replacement retainers and already have your mold they are a GREAT option! Even better is after they scan your mold it is kept on file so no need to send down the road if you ever need another one. The cost savings is well worth it!!! I wouldnt agree with alot of the negative posts.... My guess is they had unrealistic expectations and didnt give the company time to make it right. Give Retainers Direct a shot and if there is an issue a simple respectful email is all that is needed.

Should you be considering this company, I advise you to check with your dentist first. I found out too late even professionals would have a hard time with this method. I reordered several retry putty kits at MY expense to try to make this work without success. I am an educated & capable woman but I couldn’t do this.
I asked for a refund and was told it was processed but it wasn’t. I inquired on status and was ghosted.
This sadly seems to be their business model.

Sadly, after providing only one of the two retainers I have had to give up and request a charge back as customer service have ghosted me.

Originally I had made the order and got the impression kit almost instantly. However after being given the go ahead to send them back. I was informed of a problem with the impressions. So I had to pay to get another kit. Slightly bothered as we threw away a "spare" impression which we could have used if this was raised at the time the original email was sent.

Then once this had been sent back, I received only the one of the pair. The "newest" impression. After the previous one had been put on hold to wait.

Customer service then told me I would need another impression kit and after a few attempts at giving me a code. I had a kit ordered. Since returning this impression set I have not heard from them. upon chasing it up they claim that it was sent back with the "original". After explaining the situation to the customer service agent I have not got a reply within 7 days. So I am writing this review and will be requesting a charge back.

I had a fantastic experience with Retainers Direct! From the moment I reached out, the team was incredibly helpful and professional. The process of ordering my retainers was smooth and easy, with clear instructions every step of the way. My retainers fit perfectly, and the quality is top-notch. What impressed me most was the attention to detail and the fast delivery. I’ve been using them for a while now, and I couldn’t be happier with the results. Highly recommend Retainers Direct for anyone in need of reliable and high-quality dental retainers!

The retainer did not fit my teeth well. I asked for a refund under the 30 day guarantee while the website says full refund that is not true! You will be spending $20 no matter what so just go somewhere else!!!

3rd Update- They have issued me a refund which I appreciate and feel is a fair response to the ill-fitting retainer. I will be seeing an orthodontist to get a replacement retainer.

2nd Update- They changed their minds and will not be giving me a refund because it's been 60 days from the date of purchase. That is a terrible policy given that how long the process takes is not solely dependent on you as the customer.

Update- I have been offered a refund for the lower retainer which I appreciate and feel is an appropriate response. I have chosen to update my review from 2 stars to 4.

Upper Impression and Retainer

I chose Retainers Direct as a more affordable alternative to purchasing retainers from an orthodontist. Their videos and instructions for creating dental impressions at home with putty and a tray appeared simple enough.

Initially, I had issues with my upper impression. After submitting pictures via email for review, my upper impression was rejected. I had to purchase $15 putty and return labels multiple times to retry the process. On the positive side, their customer service representative was friendly and helpful, and they provided video support to guide me through the process.

Once my upper impression was finally approved, I sent it in, and they successfully created my upper retainer.

Lower Impression and Retainer

My lower impression was initially approved through email, but after I mailed it in, they claimed it was distorted and needed to be redone. This was frustrating, as the approval had already been given. I understand that evaluating impressions via email can be challenging, but I believe the company should assume responsibility for their approval process. If more pictures were required for an accurate evaluation, they should have requested them upfront rather than rejecting the impression post-shipment.

To resolve the issue, I had to purchase more $15 putty and return labels, which I felt the company should have covered since the mistake stemmed from their approval process. After several attempts and video call support, my final impression was deemed acceptable via video call. I emailed pictures, didn’t receive a reply, and sent it in. Unfortunately, the lower retainer they made does not fit.

I reached out to them several days ago about the ill-fitting retainer but have not received a response. While they did send me a case and retainer cleaning solution as a goodwill gesture, it does not address the unresolved issue.

Overall Impression and Recommendations

The customer service team at Retainers Direct is friendly and willing to help, but the process of creating accurate dental impressions from home seems fraught with challenges. While I appreciate their support, I believe the company needs to take responsibility for approving impressions via email. If an impression is later deemed unacceptable, they should cover the cost of additional materials and shipping.

Additionally, if a retainer is made from an approved impression and doesn’t fit, a refund or replacement should be provided. This is essential to maintain trust and satisfaction with their service.

I rarely leave negative reviews, but I hope this feedback is seen as constructive criticism. With a few process improvements, Retainers Direct could become an excellent option for affordable retainers.

Shipping took a long time. Once the retainers arrived they actually hurt as they extended down into my gums and put pressure on them. The retainers I had from my dentist did not have this extra extension and dont hurt as much. Avoid!

The retainers are well made and fit well, and compared to the $600 my ortho wanted it was a steal! My 4 out of 5 is due to the long wait time for them to arrive - I was told it would take about 10 days from when they received the impressions, and it ended up taking over 6 weeks. When I did check in on status they were always quick to reply with a time frame, the time frame was just wrong multiple times. So fair warning, order EARLY and you'll be just fine!

I should've looked at reviews more before purchasing from Retainers Direct. DO NOT FALL FOR THEIR SCAM! horrid experience! Didn't receive everything that was supposed to come with the retainer kit and the product was just defective in general.

I ordered from retainers direct in 2022. It took two attempts to get my mold correct, but the process was fairly easy and quick. I noticed a crack in the retainer two years later, and ordered a replacement.

They originally sent the replacement to an incorrect address, but after following up they sent another to me incredibly quick at no extra charge. A+ customer service and the produce has worked well for me over the last few years.

Listen, they have great response and shipping time, their website is build for quick sales… it’s all well run company but their product is trash. I ordered my retainer less than a year ago and it’s already cracked twice. I thought it was off that they have a subscription for retainers on their website but now I know why. They only last a few months. They said it’s made w the same product as the orthodontic retainer but that is simply not true, or maybe it’s the same product but certainly not the same quality. I had my ortho retainer for almost ten years, no problem.

Our orthodontist wanted to charge us $700 for my daughters retainers which was outrageous. We were referred by a friend who used this company and decided to give them a shot. We ordered on August 9th We received impression Kit on August 13th the instructions were clear and easy to follow. Sent pictures for approval Received a quick response, and impressions were sent back very next day. Received confirmation impressions were received on August 16th, Retainers were shipped out August 19th received August 26th so the turn around time was great roughly two weeks. They look great and fit my daughter perfectly will definitely be ordering again. & would recommend this company to more people. Very affordable and great quality

Follow up was good. Don't know why I had to pay for a redo of mold

You pay $150 for four attempts to get your upper and lower impressions correct with instructions to send photos to a company email where they provide feedback to how well they did your impression.
I got the first impression on the first try. I then wasted the other three pairs of putty trying to get the upper impressions right. Each time I got an identical, canned, vague response indicating there were 'distortions' on the 'front area' of my impression with instructions to watch the videos (which we had already done. Religiously).
Now we're left with (a) paying $15 to get two more sets of putty with no guarantee that those will turn out any different or (b) sending in the best-looking impression we've tried and hoping that they work in spite of the email feedback.
Their refund policy doesn't apply once you mix even one of the sets of putty, so you're really locked in.
In summary, customers need to know that they are paying less money not because they're getting some sort of deal, but because the their business model depends on a certain percentage of people's impressions to not work out and for them to give up and not send impressions in. And if you give them your money you run the risk this will happen to you.

Bad experience with Retainers Direct. Waste money and time and I do not recommend to anyone!

Bad service. Toke more th

I'm very happy with the costume services and the company makes me feel secure and happy thanks.

The retainer arrived much later than promised, and customer service was unable to provide any estimated shipping date, just kept apologizing.
I had ordered this retainer to get by a few business trips and till I could schedule a dentist appointment and get a new dentist retainer. Dentist retainer arrived couple of weeks earlier than Retainers Direct.
When retainer finally arrived the fit was so poor I had to día at it, so it didn’t work even as a back up.
Whole experience with Retainers Direct was a waste of money and time.
Won’t be using them again.

The bottom retainers fit really good, the Top retainers are incomplete and doesn’t cover my gum line area and they don’t cover all my top teeth, I’m surprised they even sent me those retainers, and they sent a message on a note that I couldn’t read and understand do to sloppy hand writing.

These retainers are a joke. I guess this is what I get for wanting to save some money. It all started out fine. I paid my money and received the impression kit shortly after that. We completed the impressions following the instructions and sent photos of the impressions to get them approved before sending them back. We received approval of the impressions and sent them in to have the retainers made. The time it took to get the “retainers” back was a bit ridiculous, and to my surprise when we opened the package there was a post card that was filled out with boxes checked that said things like “your upper impression was shallow did not capture all the teeth or the gumline” and “your upper impression had some distortion and lacked detail” The same comments were made for the lower impressions. Then there was a handwritten part of the postcard that said “Lower last molars not included.” Are you kidding me? Why on earth would you have made the retainers if the impressions were not good enough and didn't even include ALL OF THE TEETH?? Why would you have “approved” these impressions? This is absolutely mindboggling to me that you would deliver a subpar product and include a note basically saying “the impressions were no good, so here’s some crappy retainers”? How is this your business model? If you want poorly made retainers, I guess this is where you should purchase from.