Review Time
On August 25, 2025, I paid $120 to Retainer SR for a replacement retainer. The first retainer they sent was unusable, but since they advertise a satisfaction guarantee, I contacted them for a replacement.They initially responded and explained that they were “having a hard time with my file,” giving a series of excuses over several weeks. Eventually, I spoke directly with the person who said he was making the actual retainer. We were on the phone for about an hour, and he seemed cooperative and reassuring at the time.To help them resolve the issue, I even shared the letter I had previously written to Invisalign to obtain my own digital files—so that Retainer SR could use it as a guide for future customers needing their files. Despite my efforts to assist them, communication has now completely stopped.No one answers the phone, and it’s clear they recognize and are ignoring my number. I have sent multiple emails and left several voicemails with no response whatsoever. It has now been approximately two months since I placed my order, and I have neither received a working retainer nor a refund.This lack of communication and fulfillment is unacceptable and has left me with no choice but to file formal complaints with the Oregon Attorney General, the Better Business Bureau, and Consumer Protection Fraud and of course, Trust Pilot. I would NEVER trust this company again. Family business, my ass. they are full-time scammers. So upset by how I have been treated.
First it was over one month wich is unacceptable!!! When it came it was so tide in right side and my teeth was hurts , I thought it new and will adjust i wear for a week and just get worse , now my right jaw so hurts and sore and I have to go see doctor 👿👿👿
Scam! I regret not spending more to have them done professionally. We had a lot of trouble just getting the impressions done because we were sent the wrong tray size. After struggling with a few attempts, we told Retainers we needed a smaller tray and had to buy more putty ourselves. When we finally submitted the impressions, the retainers they sent back didn’t fit at all—and by that point, we were conveniently outside the 30-day return window. The whole experience felt like a waste of time and money. Save yourself the frustration and go with a professional.
Definitely not worth the "savings" and too much time spent tracking the order and managing the return. I ordered two sets of replacement retainers for my son. It took just under a month from when we mailed the impressions, to when we received the retainers. I purchased them because it was supposed to be a quick turn around time for lost retainers. I checked on them twice and was told I would receive an email when they were on their way. No email. They just showed up one day.Top retainer did not fit...way too small. Couldn't wait another month and start the process all over again.Asked to return them and was told I would have to pay return shipping. When I said I would not, I was told to send a picture on the retainers cut up and they would provide a refund.Refund came through three days later, but for $150, not the $220 I paid. When I inquired on the difference, I was told that they kept $20 of the credit for their original shipping costs (small box, almost weightless product). and $50 for the "free gift" they sent with the retainers. I needed to return the free gift in original packaging and pay the shipping on it to receive the additional $50 credit. I had thrown the free gift away. So, essentially they sold me something I never even asked for. This company is so shady and their business practices are unethical. They prey upon people being busy, not reading the fine print and have a business model that holds onto some portion of your money regardless of providing the desired product. Beware.
Admittedly, I don't even have the retainers yet, and I'm already reviewing them. When you order the kit, they send you an amount of putty to make your "impressions" of your teeth. They say they have "confidence" that you can make good molds. This is a taunt. The impression process is unwieldy, painful, and doesn't actually produce good results. And this is by design. They want you to mess up. Because when you do, they charge you to get more putty to try again. Just one more pull of the lever and maybe you'll win... They aren't running a business, but a gambling den. You pay money for an uncertain result, and there are no refunds. Just do yourself a favor and don't fall for their scheme.
I bought the kit and had it sent to my house. However, and not their fault, auto correct messed up my address bc It’s a brand new subdivision. I called about it and was told they were receiving the molds back that day, and they would send them back to the correct address. But I waited, and still they didn’t arrive. It took about 3 weeks to finally get the original molds, and I called them again to see what the problem was, and they said they were still waiting on the molds back from the post office ( which was not what I had been told the 1st time).During that time, I broke my retainer in half and it wasn’t even a year old. I finally got the molds, and used their putty. I did 3 impressions and they just didn’t come out right. I had also ordered a set for lower tmj night guards from a different company. Their putty was better, so I used the putty from a different supplier and made the molds for my upper retainers. I sent them in, and it probably took about 2.5 weeks to get them back (after a week in transit). They came in and I will say that they are better quality than the ones from my orthodontist. They are thicker and tighter than any I have ever had from my orthodontist. I’m really impressed by the quality. And I’ve worn retainers for 23 years. I paid for my braces in my early 20’s, so I’m not about to let my teeth shift after the amount of money and time I’ve spent on them. Even though the shipping and processing was so slow, I will be ordering another set of upper retainers. My orthodontist cost $300 for 1 cheap, thin, ill fitting retainer, and I spent $200 for 2 with retainers direct and received the best quality retainers I have ever had.So I ordered them originally in mid May, and finally got them back in July. The 1st three weeks was waiting on the post office to decide what the heck they were doing. I wished they would have come with a retainer case, but they are sold on Amazon for $4.
I think now a days it is very rare to get great service. I did not have to do a bunch of emails back and forth. They took care of business on shipping that was not Retainers direct fault and issue was resolved. 1 day before the July 4th holiday. Great service.
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