Retainers DirectReviews of retainersdirect.com

I gave this company multiple chances but they didn't come through. They lost the first impressions we sent, (I had to contact them and ask what was going on after a month of not hearing from them ) and they made me pay for more putty to redo them. So we did them again, and then had to do one more impression. The shipping time is so long that each time you have to redo the impression it's at least a month by the time they send out the putty. We have received a top retainer but not the bottom one, and they are not responding to my email. I would not use this company.

Not sure how they did. I sent my molds in last week but haven’t received confirmation of receipt. I’ll give them a couple weeks.

Sent in my dental forms, it’s been more than 10 days and I still don’t have my retainers. I sent in a question asking where retainers are in the process, I still have not received a response.

At this point have only got one out of the two retainers and it was cut short so doesn’t cover the teeth. Had to pay for addition mold to redo. Has not been a good experience so far.

I got my lower impression right off the bat but struggled with my upper. I ordered multiple sets of putty (and the company included a free 3rd set each time which I really appreciated) but still could not get a good impression of my upper. I was getting frustrated. Finally, on my own accord, I went to a local orthodontist where I was lucky enough to receive a ton of help from their impression specialist. We used my last two sets of putty and still couldn't get a good impression. She even commented that their putty is just not up to the job. She used HER OWN putty mix and got me a great impression. Without her I would have been screwed... Got my lower and upper impression to Retainers Direct and before I knew it I had a tracking number. Yay finally almost done! Nope not at all. They sent my retainers to Florida (I live here in Abq, NM so the shipping should've been easy since I'm local). I got ahold of Tanner at Retainers Direct and explained to him the situation. He apologized and said they'd re-ship my retainers with 1 day shipping. 2 days pass and still nothing... so I call back and get ahold of Richard, their retainer specialist. He says he will let Tanner know to call me back. Of course Tanner never calls me back so I call back 2 days later and again Richard picks up. He goes ahead and looks into my retainers for me and says that they were never even shipped... Tanner told me 1 day shipping and never sent them lol what a joke. Richard, an absolute saint, says he will create a new set of retainers for me THAT DAY and will drop them off at the orthodontist where I received help at. I stopped by there the next day to pick them up and finally this grueling process was over. All in all I would've paid more money to get something like this done in person. This company makes creating impressions sound easy and convenient and when it's not, they're barely there to help you. Shout out to Lisa at the orthodontist and Richard. They were the only ones that actually helped me.

Terrible customer service. They were quick to respond to emails and would says yes to everything, but at the end didn’t do any of the things they promised and just brushed me off and not even an apology. After paying over $400 for two retainer kits I asked Darren if he could send all the retainers in one larger package instead of two separate packages to ensure it gets delivered to the door as I’m staying at an Airbnb with no access to the mailbox. He said no problem. Later on I told him it might be safer to just deliver to General delivery address so I can pick up at the post office. He said no problem. When I got the delivery notification email I noticed that the address is still the original Airbnb address. I asked Darren to confirm if the address was changed and his response was he was unable to send a product to general delivery. I questioned why he said no problem in the first place and it would have been nice to let me know before he shipped it. He didn’t give any explanation or apologize and simply said thanks for your understanding. I managed to intercept the package from the postman and not only did they not send it in a large package as they said they would, they only sent one set of the retainers and not both sets I ordered. I emailed Darren again, and rather than checking himself what I ordered and what they shipped out he had to ask me multiple times to confirm my order details and what I received, even though I already said it in my email. When I got the delivery notification for the missing retainers I noticed that it was sent using first class and not priority mail that I paid extra for. I wrote to him to complain about the multiple issues. He did quickly change the delivery to priority mail but never replied to my email . This just shows how much they care about customer satisfaction. Even if I didn’t pay for priority mail you would think they would still try to send out the missing retainers as quick as possible instead of trying to use the cheapest shipping method. The retainers I got do not fit properly but because of the bad communication and customer service I don’t want to deal with them anymore to get it redone.

The top row retainer never fit despite trying a couple times, the same fit issue persisted. Finally I just asked for a refund bc the product was not successful, and they declined so I am not happy with the service.

You should keep the mold at least a year incase we loose the retainers. For a quick turn around time.