retainerxpress.co.uk

Absolutely disgraceful. Unethical practices to rip the customer off.

I have never been treated like this by any business before, please stay away from them, they are unethical and do not hessitate to take advantage of the customer.My retainer broke and I needed a quick replacement before a trip. I had my own moulds so when I found this website I thought they were a Godsend, because they offered same day service (for an additional £25 fee) and were not too far from me.The website mentioned, regarding the same day service, "just drop the moulds off by 1pm at our address". I tried calling before making my way, to confirm, but there was no response. So I startrd making my way and as I'm halfway there, they finally pick up the phone.I explain that I'm coming with my moulds for the same day service and I get told in a stern tone that I can't just come, that it has to be pre-arranged (no mention of this on the website, of course). He sends me "instructions" on Whatsapp, which only directs me to place an order and select "collect at the store".After I place the order and pay, he demands photos/video evidence of the mould. Why they ask for this AFTER the customer has paid is beyond me.By this time I was already at the location, waiting outside, and the guy was not picking up the phone, and taking long to reply on WhatsApp.Once I get the confirmation, I drop off the mould and leave. At that point the guy tells me "you haven't paid for the same day fee". I tell him that there was no option to do that on the website. He said he sent me an invoice, for £30. I replied that the website said £25. He tells me "check the website again".If you can believe it, he had the audacity to raise the prices on the website BECAUSE HE KNEW I WAS COMING. He even admitted that all the prices had been raised (I hadn't noticed that I had paid more for the retainers as well) and "if you had placed the order earlier, the cheaper prices would have applied". When I insisted he honour the prices that were there before he added "You haven't paid the fee. Right now you have opted for the standard speed." I had spoken to the lab technician and she was ready to prepare my retainer straight away, but he was going to tell her to delay doing it unless I paid his increased fee.He was basically holding me hostage as I had already paid for the order and dropped off the mould. This has to be illegal. Please, please stay away from this company. They don't deserve to own a business.EDIT in response to the business's reply:I am adding this edit to provide factual clarity to the company’s response.1, On 'Pre-booking': The website stated to just drop the moulds off by 1pm. There was no mention of 'pre-booking' being a requirement. I began my journeyto their location after my calls to confirm went unanswered. This information should be clear before a customer wastes time and money traveling.2. On 'Demanding' vs. 'Asking': The request for photos of my mould occurred after I had already paid for the order, in contrast to what I was told on the phone. The ethical practice would be to verify the mould's usability before taking a customer's payment.3. On Pricing and 'Hostage': The core of the issue is this:- The company's claim that I checked prices "over the weekend" is incorrect. I checked the prices on Monday morning, immediately before I began my journey to their location.- At that time, the website advertised the same-day fee as £25.- After I had paid following their instructions (they had already raised all the prices without my knowledge or a warning) and dropped off my mould, I was invoiced for £30.- The owner admitted to me via WhatsApp that he had just raised all the prices and that I was now subject to the new, higher price.- When I challenged this and asked him to honour the price I had seen, he replied, "You haven't paid the fee. Right now you have opted for the standard speed. Free." This was a clear ultimatum: pay the newly-inflated price, or he would intentionally delay the service.4. On Professionalism: Finally, the company's choice to research my personal review history and use it in a public reply is a classic ad hominem attack. It is a telling and unprofessional attempt to deflect from the facts of this complaint.My intention in sharing this is to ensure other potential customers are fully aware of these business practices

Date of experience: Oct 13, 2025