retainerxpress.co.uk

DO NOT USE THIS COMPANY !!!!

I had high hopes for this retainer company but I was let down .I used it as an urgent resort as old my top retainer had a crack in it back in February , it’s now June and I contacted this company back in March for the impression photos. The impressions took so much time as each time it was wrong and I probably spent £30 on time putty which is ridiculous. After they approved it and sent it out , when it arrived the retainer didn’t even fit my teeth , I had to push so forcefully (my teeth didn’t shift btw) ) until I heard a click and it went on to my teeth. THEN I couldn’t get it off!!! It was so painful and lodged so hard on to my teeth I thought my gums were going to be severely damaged as the retainer was pressed so tightly on my top gums . This was not normal for a retainer. I wasn’t impressed with this and additionally , one side of the retainer looked wonky and thsi is why it didn’t fit on my teeth and it didn’t match up with my teeth . I was so disappointed as lots of money was spent for it to not be of good standard . I then contacted retainerXpress on WhatsApp to tell them this on the 10th April and they said they are offering me a remake and for me to cut the retainer they sent me in half . I didn’t understand why I had to do this so I asked them to confirm . THEN THEY IGNORED MY MESSAGE FOR ALMOST TWO WEEKS. They want to pride themselves on great customer services but multiple times I went weeks without hearing a response which is terrible and awful customer service .then they finally replied 11 days later 😤. And then they had the audacity to say the cut retainer in half didn’t look like their retainer and asked to see it from a different implying that it was a different retainer and that I was conning then . I then sent the photos from a different angle as they requested and again no response for a few days. As I was being blatantly ignored I asked for a refund as this was unacceptable service and it was getting nowhere . And said I am happy to go through small claims court for the appalling service we received and that we again want a refund. And then wow shocker for once they actually replied on the same day disregarding the fact that I wanted a refund and saying “ We have already processed the Renake and it will be with you in a few days” ( this was on the 28th April) I was shocked by this as they never confirmed this when I sent the photos they just ignored them . Then fast forward to the 11th May when NOTHING WAS RECIEVED . They never sent it out to me and it was a LIE. LYING TO YOUR CUSTOMERS ISNT A GOOD LOOK. Then they said they will send a new one out to me and at this point I actually couldn’t be bothered to confirm my address due to the appalling service that I received . I never responded due to a bereavement in the family and being out of the country but when I got back I replied to confirm address one last time to see if they would actually send it .and guess what no response. It seems like this company just ghosts you when they feel like not dealing with your problems which is insane. I just wanted my refund !!!!!as I never got the replacement and I don’t even want it now due to how long it’s taking . It’s now been since Feb/March this one sided battle has been going on way too long because they can’t even be bothered to reply . At this point IF I DONT GET MY REFUND i will be going through small claims court due to this terrible service and terrible scam company . I will be going to a proper in person orthodontist to get the retainer as this experience has been traumatic.😡😠😤

Date of experience: Mar 13, 2024