Retainers DirectReviews of retainersdirect.com

Response from Retainers DirectJul 12, 2023

Thank you for sharing your feedback. We apologize for the inconvenience you experienced with your top retainer. We understand your frustration, and we strive to provide a high-quality product and excellent customer service. Regarding the issue with the retainer splitting/cracking, we would like to clarify our policy. Our warranty covers manufacturing defects and allows for replacements within 30 days of receiving the product. After this period, we are unable to offer a replacement or refund as the product is subject to normal wear and tear. We apologize if this was not clearly communicated to you. If you believe that the cracking was due to a manufacturing defect rather than normal wear and tear, we kindly request that you provide us with a photo of the damaged retainer. This will help us better understand the issue and determine if there was a manufacturing flaw. At Retainers Direct, we strive to continuously improve our products and services based on customer feedback. We appreciate your input and will use it to enhance our quality control measures. If there is anything else we can assist you with or if you have further concerns, please don't hesitate to reach out to us. We value your satisfaction and would like to work towards a resolution.

Response from Retainers DirectJul 12, 2023

We apologize for the inconvenience you experienced with your order. We understand that not receiving your retainers has been frustrating, and we sincerely apologize for any delays or miscommunication that may have occurred. We strive to provide a smooth and efficient process for our customers, and we regret that your experience did not meet your expectations. We would like to investigate this matter further to understand what might have caused the delay in delivering your retainers. To assist us in resolving this issue, could you please provide us with your order details and any relevant information you have? This will help us locate your order in our system and address the situation promptly. Once we have the necessary information, we will investigate the matter and provide you with an update on the status of your order. We appreciate your patience and understanding. If there is anything else we can assist you with or if you have any additional concerns, please feel free to let us know. We value your feedback and are committed to resolving this issue for you.

Response from Retainers DirectJul 12, 2023

We are truly sorry to hear about your negative experience and the frustration it has caused you. We would like to address your concerns and assure you that we take them very seriously. Firstly, we want to emphasize that we have a zero tolerance policy for any form of discrimination, including white supremacist behavior. We are committed to providing a respectful and inclusive environment for all our customers and employees. If you have encountered any specific incident or issue related to this, we urge you to provide us with more details so that we can investigate the matter thoroughly and take appropriate action. Regarding your order and communication experience, we apologize for any miscommunication or delay that may have occurred. Our goal is to provide clear and timely communication with our customers throughout the order process. We understand that delays and lack of updates can be frustrating, and we apologize for any inconvenience this has caused you. In terms of the tracking number issue, we would like to investigate this further to understand what may have happened. Please provide us with the tracking number you received so that we can address this issue promptly. We are committed to resolving this situation to your satisfaction. We would like to work with you to understand your concerns and find a suitable solution, whether it is addressing any outstanding issues with your order or processing a refund if necessary. Please contact our customer service team directly so that we can assist you further. Once again, we apologize for any inconvenience you have experienced and thank you for bringing these concerns to our attention. We appreciate your feedback as it helps us improve our processes and customer service.

Response from Retainers DirectFeb 21, 2023

I am not sure what you mean by not being a reliable company. It looks as though you ordered on the 31st and we shipped out on the first with a USPS priority label.

Response from Retainers DirectFeb 6, 2023

Hey Raquel, I am still totally willing to help you get a great fitting retainer. Your order was over 5 months ago, and at this point I am unable to offer a refund.  You may order additional putty and I will include your impression trays to try again. If not, I apologize and wish I was able to further assist you. This is not a scam, but a business that requires both parties to communicate and go through the process effectively. I waited 5 months, not 30 days and never once "ghosted" you.

Response from Retainers DirectFeb 21, 2023

Here is a copy of your refund policy from the website. Our number one goal is to get you a retainer that fits perfectly! REFUND POLICY: We have a 30-day return policy, which means you have 30 days from the time of purchase to request a refund. If you experience issues with your final product, we ALWAYS want to make it right! Our goal is to keep you smiling with the proper Orthodontic products as we would never want you to be without your retainer. If there is absolutely NO WAY to help resolve the problem, we will provide you with suggestions on connecting with a dentist or orthodontist and happily issue a refund for the product (not the shipping costs, including upgrading to expedited options).

Response from Retainers DirectFeb 21, 2023

I am not sure what your question is? We do our best to keep the cost as low as we can.