Difficult Process, Received Refund
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.
By Miry R.