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.
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