Review Time
Would like to thank retainerxpress for their wonderful customer service. I was able to collect my retainers same day with no hassle, they also shipped my trays & received them within 24 hours. Before sending my moulds back they asked for videos to ensure that I was able to take them properly, and there are also many putties in the kit in order for you to take your moulds
helped me get a set of retainers made within 24 hours. organised a dentist appointment locally for the mould to be done. 5* cannot complain - high quality retainers, best value for money on the market by far. was quoted £400 by my ortho with 1 week waiting time for delivery - less than £200 with Retainer Xpress and picked them up the next day. high recommend!
I recently ordered custom dental retainers from this company, and I couldn't be happier! The retainers fit perfectly, are high-quality, and arrived quickly. The customer service was outstanding, friendly, responsive, and helpful throughout. Highly recommend for anyone needing reliable retainers. 5 stars!
Sent approved impressions off and got an email saying they were received on the 23rd September. Contacted them on 6th October by email, phone and Whatsapps for an update on my order. Only replied on WhatsApp, very slow communication. Blamed it on Royal Mail. Said they will have to send a new impression kit and I will have to retake the moulds. Refused to give me a refund.
Save your money and don't put your mental health and smile in jeopardy. Go elsewhere.I lost my retainer from a different provider (they went bust so couldn't get a new pair from them). As I was in need of an urgent express service, after some reading I went for Retainer Express. Big mistake. I only really needed the upper one as I had the previous one with me, but since I was there I ordered the full thing.Order made on Thursday, impression kit arrived Friday lunch time (all good there as expected). They asked me to take impressions from the bottom bit first. I tried a couple of times but failed to take a decent impression, since I really only needed the top one I took the top one, told them about this and posted it Saturday.Tuesday next week...they still haven't responded to me, their whatsapp communication is inconsistent. At this point I have been without retainers for over a week.I told them if they just provide me with the top one I would satisfied, but I needed this fast as my teeth keep deteriorating whilst I wait...Run away guys. I should have spent a little more and go to a physical dentist and get the service straightaway. Now I fear I will have to spend more money and time on treatment again.Thanks for nothing Retainer Xpress.
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
The service was really quick, I sent off my moulds and received my moulds and retainers back very quickly. All packaged well and the retainers themselves are high quality. Retainer Xpress did also extend their services to adapt to my request for my original moulds to be replicated (I was told they would not withstand more retainers being made out of them). And the replicated moulds will have saved me a lot of money in the long run! Only downside I found with the service is that I had some issues communicating with the sales rep team, I wanted to order 4 full sets, but this seemed to cause an issue and in the end I gave up and just went ahead with 2 sets as per the preset purchase options. I will definitely use the service again and order more. I just wanted to bulk buy as I will be life long retainer wearer!
Was frantic about my retainer after it broke, and was scurrying to find a new one! Thankfully I found these guys ordered a top and bottom and had the impressions come the next day and didnt take long after that to recieve both sets! I would argue these retainers are better then my original. Will return if mine break many thanks!
It was past the cut off point when Retainer Xpress usually get impressions from the dentist but they were gracious enough to still book me on the same day as I was away on a business trip the next day. Everything was done within 2hours, popped my retainers in and was off.
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