Honesty, pricing, process and quality scores appear once 5 customers have rated them.
About Retainers Direct
Buy retainers from Retainers Direct today! Run by board certified orthodontists, our selection of clear retainers and whitening products come backed by the industry's best money-back guarantee! Shop now!
Retainers Direct (retainersdirect.com) has 1,098 customer reviews on The Fair Hearing, with an average rating of 4.1 out of 5.
Fast shipping and a perfect retainer. I had lost mine and was worried it would take too long and my teeth would move. I had my retainers so fast!
By Lynda R.
Response from Retainers Direct· Aug 8, 2023
Thank you for the wonderful 5-star review! We're delighted to hear that our fast shipping helped ease your concerns about your teeth moving. It's our mission to provide quality retainers promptly, so our customers can continue to smile with confidence. If you ever find yourself in need again or have any questions, don't hesitate to reach out. Happy smiling, and thank you for choosing us!
I lose a lot of retainers and they have…
I lose a lot of retainers and they have been great with my replacements. Fast shipping and a quality product for a fraction of the cost quoted by my orthodontist.
By T T.
Response from Retainers Direct· Aug 8, 2023
Thank you for your glowing 5-star review! We understand that losing retainers can be frustrating, and we're thrilled to be your go-to source for quality and affordable replacements. Our goal is to provide a convenient and efficient service without compromising on the product's quality. Your satisfaction is our top priority, and we're happy to hear that we've lived up to your expectations. If you ever need any further assistance, don't hesitate to reach out. Happy smiling!
The Big Change
I am so glad I was able to find retainer direct!! I recently lost my retainer direct in France and I was so scared because i was not sure how I was going to find the money to pay for a new one! retainer direct is so life changing. very simple and totally recommend to anyone who is tight with money.
By Nevaeh W.
Response from Retainers Direct· Aug 1, 2023
We are absolutely delighted to hear about your positive experience with us at Retainer Direct! We work hard to provide affordable and accessible solutions for our customers, and it's truly wonderful to hear that we were able to come to your aid during your time in the United States.
Your feedback is incredibly valuable and encourages us to continue improving our products and services. We appreciate you taking the time to share your experience and recommending us to others. That means the world to us.
Remember, we're here for any of your future retainer needs or if you have any questions. Thank you once again for choosing Retainer Direct!
Great experience
My daughter was surprised when she put the retainer in. She said it’s so much more comfortable than the old one. The company has great communication and the instructions on how to get the impressions are straightforward. The process was easy and the cost is significantly less than what I’ve paid for replacement retainers at the orthodontist.
By Calie N.
Response from Retainers Direct· Jul 31, 2023
Your kind words have truly brightened our day! We're delighted to hear that your daughter found our retainer to be much more comfortable than her old one. Comfort is indeed a high priority for us, as we believe it significantly contributes to the overall experience of wearing a retainer.
We're also pleased to know that you found our communication satisfactory, and the instructions straightforward. It's always our goal to make the process as seamless and cost-effective as possible.
Thank you again for sharing your positive experience with our services. We look forward to continuing to serve you and your family in the future.
Should you or your daughter need any further assistance or have any queries, please don't hesitate to reach out. We're here to help!
Even tho I slightly got the…
Even tho I slightly got the measurements wrong, it still fit perfectly. A bit tight but that's because it's new retainers. My mouth will get used to it just like the first time. But thank you very much!!
By Liz D.
Response from Retainers Direct· Jul 31, 2023
We're delighted to read your 5-star review! Thanks for taking the time to share your positive experience with our product.
It's quite common for new retainers to feel a bit tight initially, as you've mentioned. This is simply your teeth adjusting to their new 'guardian'. Rest assured, with a little time, they should feel as comfortable as your previous ones.
If you have any questions, or need help with anything else in the future, please don't hesitate to reach out. We're always here to assist.
Thank you again for your kind words. It means a lot to our team to know our hard work is appreciated by our valued customers like you.
Great customer service …
Great customer service and my lower retainer fits great. Would highly recommend.
By Kathryn T.
Response from Retainers Direct· Jul 31, 2023
Thank you so much for your positive review and recommendation! We're thrilled to hear that you had a great experience with our customer service and that your lower retainer fits perfectly.
Our team works diligently to ensure we provide the best quality products and service, so it's very rewarding to hear from satisfied customers like you.
If you ever need anything else, whether it be maintenance tips, follow-up support, or additional products, please don't hesitate to reach out to us. We're here to help.
Again, we appreciate your kind words, and look forward to assisting you in the future.
Tricky Money-Back Policy—Watch Out
Everything this company does is designed to ensure that you cannot easily take advantage of their refund policy, even if the retainers they send you are faulty and painful to put on. Despite taking perfect impressions, sending photos of them in advance, and receiving written confirmation from the company that they were good, I received a note with my retainers that said that they had been modified because of distortions. Clearly, the impressions were damaged during shipment (in which case shipping insurance should have picked up the costs), or they were improperly handled during the tray removal process or beyond. The retainers I received were extremely painful to put on. I've been wearing retainers for over five years now; I know the difference between tight retainers and distorted ones. Wearing these ones would have caused long-term changes in the positioning of my teeth.
Here are some tricky things about the company that I wish I knew about before I placed my order:
1. Customer service is very prompt and friendly before you place an order, but somewhat sporadic, rude, and cursory after you receive your retainers. After ordering, the emails I received from Darren Haltom were either generic form emails or one-liners that avoided directly answering the questions I had about what might have gone wrong in the production process.
2. The company does not take responsibility for faulty retainers and will not refund you for production errors.
3. You can only use their money-back guarantee within 30 days of placing your initial order, not 30 days of receiving your retainers. Given that you have to receive the impression kit, take impressions, get them approved, send them back, wait for the retainers to be made (8 business days), and finally receive them in the mail, this effectively means that you have about 24 hours to try on the retainers and decide whether or not you need a refund. If you reach out to customer service with an issue, they will stall you with advice, perhaps to try to get you past that 30-day time limit. When I politely explained my issue to Darren, for example, he asked me to send him photos of me wearing the retainers, then waited a couple of days, then insisted they were fine, then asked me whether my teeth had shifted, and finally told me to run the retainers under warm water. This last piece of advice probably takes the prize for "questionable thing you should probably not do." If you soften distorted retainers to try to get them on, they cool back down into their original shape and start repositioning your teeth according to their own distortions. Note that each of these emails with Darren takes time. I responded within minutes or hours to each of them, but he would wait a day or a whole weekend between messages, eventually pushing us past the 30-day refund policy. After that, he was like "gotcha, you lose!": "Your order was placed on June 21. The policy states that no shipping costs will be refunded."
4. If you are ordering only retainers and use the 15% off coupon code, you save just $2.50 because you no longer qualify for free shipping, which costs $20. This may seem fine, but if you opt for a refund, you forfeit all $20 of the original shipping fee. If you are absolutely determined to order from this company, you may be better off not using the promotional code and opting for free shipping instead.
By R. S.
Response from Retainers Direct· Jul 26, 2023
I understand you have some serious concerns and I am sorry to hear about your dissatisfaction with our product and service. However, I must respectfully disagree with some of your observations and would like to provide clarifications on several of your points:
Our refund policy is not designed to be cumbersome. We take pride in maintaining transparency and try to make it as straightforward and easy as possible. We understand that every individual's dental fit can vary and occasionally, a product might not fit perfectly. We're committed to resolving these issues whenever they arise.
We deeply value our customers and treat them with the utmost respect and attention both pre and post-sale. I apologize if your interaction with our team did not reflect this. The communication you mentioned seems to be an anomaly, as we strive to provide thoughtful, comprehensive responses to all customer inquiries.
Regarding responsibility for product quality, we fully acknowledge and stand by our products and services. In the rare occurrence of production errors, we take full accountability and act accordingly to rectify them. Refunds are granted if the product is returned, allowing us to verify and learn from any potential errors.
The 30-day guarantee starts from the date the order is placed to ensure that the whole process - from placing the order, through manufacturing, to shipping - is completed efficiently. We provide clear instructions and tools to help customers make accurate impressions and we always encourage them to reach out with any questions or concerns.
Regarding the email exchanges, it sounds like there was a genuine attempt to troubleshoot and resolve the issues you were facing. It's true that solutions like running retainers under warm water are suggested, as they can often help with minor fitting issues, but it's not recommended if the retainers are severely distorted.
With regards to our pricing structure, we aim to offer the best value to our customers, inclusive of shipping costs. It's not our intention to mislead anyone with the coupon codes. The discount is an opportunity to save, and all associated terms, including the impact on shipping costs, are clearly indicated.
Your experience doesn't reflect the high standards we aim for and we appreciate you sharing your thoughts. It offers us an opportunity to scrutinize our procedures and make necessary improvements to ensure we provide excellent customer service and superior products.
Very easy
Very easy to order and do the impressions. Still waiting to receive my retainer but I’m sure with how everything is going it will be great :)
By Brooke T.
Response from Retainers Direct· Jul 26, 2023
Thank you for your positive feedback!
We're delighted to hear that you found the ordering process and impression-taking to be a straightforward experience. It's wonderful that you're having a positive journey with us so far, and we can't wait for you to receive your retainer.
Our team is working diligently to ensure that your retainer is manufactured to the highest standard and shipped to you promptly. We are confident that you'll find the final product just as satisfying as your experience up to this point.
Please don't hesitate to reach out if you have any questions or concerns in the meantime. We're here to assist in any way we can. Thanks once again for choosing our services!
