retainerxpress.co.uk

So far, NOT worth it.

First time customer. I ordered the impression for 199 quid for the upper AND lower jaw. The Website states that I would receive FOUR putties in case something goes wrong. Unfortunately I only received THREE. But I thought I give it a go. For the first one, for the lower teeth impression, I used the wrong tray. My bad. The second one was angled and not accepted via the needed WhatsApp Video. The third one was accepted but now I am out of Putties. And instead of helping me and resending another Putty mix, I in fact got told to PURCHASE additional Putties even though I didn´t receive the promised amount in the first place. Since mentioning it to the WhatsApp chat, I have been left on read and entirely ignored. Furthermore, the customer service who needs the videos via WhatsApp takes between 30 Minutes and 3 hours to reply. That´s not really "Xpress" though, is it? I now see myself forced to purchase additional putties or take the legal route to get my money back plus some additional compensation for my wasted time. This is appalling behaviour. Regardless of the outcome, This 1 Star Review will very likely not be changed. I will however, edit/update this after I received either the retainer or a full refund. Edit: 10/05/2024On 09/05/2024 I received a WhatsApp message, asking me to take this review down. I refused. Additionally I reluctantly Ordered two more putties for my impression kit as well. Since then, the Company has been quiet until today. At 1:52pm I received an email, stating that both my order, the impression kit as well as the additional putties have been cancelled and I will be refunded, except the non refundable amount of the impression kit of £34.99. As of now, Retainer Xpress, is in breach of contract as I immediately contacted citizen advice and send them all the necessary documents. I am currently drafting a letter using citizen advice´s website for breach of contract. So far I couldn´t find an ADR Scheme. Citizen Advice also let me know that any further costs, as I now have to look for a different company/supplier of retainer, will potentially have to be reimbursed by RetainerXpress. Overall it is not a pleasant experience. I will seek further legal advice and consider legal steps if necessary. Edit 10/05/2024: Reply to RetainerXpress´ reply. As I earlier mentioned, I did order additional putties because I do need new retainer. Therefore this statement is false. Yes, I insisted on a free replacement as I was only supplied with three putties instead of four but in the end I ordered additional putties. I can prove this with an order number. Additionally none of my messages were intolerable. At all times, I have replied in time, kindly and yet insisting on the same from the company to abide the law. Which the company does not do. I will happily provide my entire WhatsApp Chat plus ALL emails if necessary to courts and lawyers. I always expected professionalism which unfortunately this company lacks. Edit 13/05/2024I just received an email from Retainer Xpress, after contacting citizen advice and a lawyer, and have sent Retainer Xpress a Letter of Breach of contract. They have reviewed the documentation provided and have written, quote: "Despite our efforts to address your concerns and provide evidence of the complete materials provided, we regretfully acknowledge the receipt of threatening and intolerable messages from your end. Such behaviour is not aligned with our values of professionalism and mutual respect." End quote. So apparently going in line with your rights as a consumer using a Citizen Advice template is "threatening and intolerable messages". Be aware of this company and do not under any circumstances use this company.

Date of experience: May 08, 2024