Retainers DirectReviews of retainersdirect.com

Avoid! Their customer service is lazy and overall pretty bad. I ordered a pair of retainers and my teeth mold pictures were approved on the second submission. But when I received the top one, it was too tight so I asked them to fix it if there were no additional fees. I also reminded them to send it to my new address. They ended up still sending it to the wrong address and then turned around and asked me to pay s&h to fix their mistake. I refused and they've continued to go back and forth with me over it. The whole experience left a bad impression on me as a new customer. Do not recommend at all.

SCAM COMPANY I ordered the original kit, they claimed my first impression was not good enough, so they forced me to buy more putty. I paid the shipping myself to send my new impression in and have confirmed it was delivered to them but never received my retainer or any sort of follow up.

Took forever to send the kit, didn’t send enough putty & then wanted me to buy more. Will be going to my actual dentist. Rude as crap & scammy. Do NOT recommend!!

I wouldn't recommend. It didn't work for me. The retainers did not fit. And I wasn't able to get a refund, despite their refund policy claiming to be an easy process. It isn't.

**Disappointing Quality & Fit** I followed the instructions provided and sent multiple impressions, yet it took a total of about two months to receive my retainers. Unfortunately, once they arrived, I was very disappointed with the quality. The retainers do not fit properly without forcing them into place, have excess material extending beyond what seems reasonable, and the material itself is extremely hard—not what I was accustomed to wearing from a qualified orthodontist. I had them evaluated by a local orthodontist, and they were not approved as an appropriate fit. After the cost of the retainers and the additional shipping expenses, I feel I would have been better off going directly to a local orthodontist. In the long run, paying for a properly fitted retainer seems like a much better investment to protect your teeth.

This company deserves zero stars. They approve photos of your impressions and then when they receive them say it’s not good. Then they don’t pay shipping back. Well that makes sense why they approve every photo that comes in. They don’t care how many times it has to go back and forth because it’s not their dime. Even when they make a mistake you pay the shipping. If I were to pay all shipping fees it would cost MORE then if I just get it from my dentist. Strongly advise against ordering from this company.

I had a disappointing experience with Retainers Direct. The customer service representatives generally responded in a timely manner, however, the company was unwilling to work toward a reasonable solution to a product quality issue. In the end they refused to honor the "Perfect Fit Guarantee." I received a defective retainer that was physically missing a tooth in the mold, making it impossible to wear at all. Customer service acknowledged the product defect in writing after reviewing my photos and recommended I return it for a refund. After mailing them back, Retainers Direct said “they couldn’t find the return at their lab” and refused to issue a refund. I asked for any alternative options and they said my only option was to pay for another impression kit and start over. The representative repeatedly said they are following company policy but made no effort to stand by the Perfect Fit policy. They refused to consider any possible solutions or policy exceptions. Even after I asked for the case to be escalated, the final response was simply that their “hands are tied” with final confirmation coming from the CEO. I would not use Retainers Direct again and recommend looking elsewhere for your dental needs. For those interested in an objective AI opinion, this is a GPT review of our lengthy email exchange: “Overall Rating: 2/5 - The customer service was consistently polite and responsive, but it was largely inflexible and focused on enforcing company policy rather than working toward a reasonable resolution. While communication remained professional, there was little evidence of ownership or a genuine effort to solve an unusual customer issue.”

I had used them before. In general they are slow (takes 1-2 months), but my recent order placed in November 28 2025, arrived January 19 (1.5 months) and the upper didnt fit. After getting back to them, they sent a new upper Feb 26 (5+ weeks), that didnt fit either. Since then they said they would resend it, and i have sent about 8 emails, when occassionally after a bunch they answer they are going to send them, but now the last email on july 8 (7+months) told me it was too late now since out of their warranty period. I had always answered same day, they just stall and stall.