Review Time
Do not waste your time and moneyI ordered a retainer from here as I had just finished Invisalign and composite bonding and had up to a 2 week wait for my retainers to arrive from Invisalign so wanted a retainer asap whilst I waited. I sent my scans off to retainer Xpress (the same ones that were taken after my composite bonding was done and that were sent to Invisalign) They were very quick to get the retainer ready for me for next day collection and communication was great, however the saga started after this. I tried the retainer when I got home as I was handed it in an envelope in a car park, and it was extremely hard to get on and off which is not ideal at all with freshly done composite bonding. I contacted retainer Xpress who said they do not issue refunds until they adjust it once and see if it fits, so I sent the retainer back to be adjusted and then received it back in the post adjusted but still the wrong fit, the retainer actually got stuck on my teeth and I had to forcefully pull it off, which again is terrible for your teeth, especially after having bonding. Due to the constant back and forth and slow replies, this has now been going on for nearly 3 weeks so this now defeats the whole selling point of 'Xpress'. I actually have my retainer from Invisalign now which fits perfectly and was made from the same scans / moulds as I sent retainer Xpress. Since then, retainer Xpress have blamed the poorly fitting retainer on my teeth moving, me not knowing how to put on and remove a retainer (despite going through 6 months of Invisalign and my other retainer going on and coming off fine) and / or me not wearing my retainer enough which doesn't make any sense as I have worn my retainer from Invisalign every night which is a perfect fit which again, was made from the exact same scans / moulds as I sent to retainer Xpress. Complete and utter waste of time and money, hopefully yet another bad review received by this company will encourage them to respond and provide my refund as they legally should given they have sold me an item that is not fit for use, tried to adjust it and its still not fit for use, and are now blaming it on my teeth which have apparently moved despite my other retainer fitting perfect. I will be following up with Legal action if this is not resolved.
I ordered a retainer from Retainer Xpress two weeks ago. It took a long time to get my impressions approved. This is partly because they wanted me to attempt them twice, which was fine but partly because they took a long time to respond sometimes to approve them and I had to prompt them. When I sent my impressions to them I realised that I had lost a small card which you are supposed to send back with your name and order number. I therefore wrote my name and order number on a piece of paper and included this instead. They contacted me about this and I sent them all the information which was meant to be on this card again by email. They wouldn’t accept this and wanted me to print and send a card to them - there’s nothing special about this card and it just looks like a business card. I was abroad at the time and couldn’t do so. I now have to wait and faff around printing off and sending back this card to provide information I have already provided several times. This is apparently for identification purposes but they have already identified my impressions from the handwritten card I provided in order to contact me about it. They were also extremely rude to me and showed no understanding that there is urgency to providing a replacement retainer. I have had years of orthodontic treatment and I know that my teeth can move quickly which is why I chose this company rather than going to my dentist. I tried to escalate this within Retainer Xpress but they wouldn’t do so. I’ve never complained about a company in a review before but they have really annoyed me.
The only positives were that the kit and retainer arrived quickly. Then the saga began. The retainer did not fit. I took it to my dentist who agreed that it was indeed a very poor fit. I then had impressions taken and a retainer made via my dentist. In retrospect, I should have taken this route initially. A mistake that I shall not repeat. Retainer Xpress took a long time to respond to me via WhatsApp. In all correspondence I had to initiate it, ask for a response and follow up. Although the website states, “Risk free guarantee” that if the retainer is not suitable, you will only be charged for the (£40) kit. I agreed to this, yet it took many messages via WhatsApp, and the employee attempting to persuade me to try the process again, to eventually have them agree to refund the difference. I was advised to email-it was unanswered. I phoned but was told that they do not discuss issues/complaints, only take orders. Eventually, I received the refund and was informed via WhatsApp that I would have a follow up email. No email. I certainly could not recommend. This is the first negative review that I have given a company. It’s more the poor communication, support/service that lets them down. It gives me no satisfaction leaving this. However, it is important to let the company and potential customers see the feedback.
I lost my retainer while on holiday and Retainer Xpress came to the rescue with a same-day appointment and collection. So relieved and grateful for their fast, professional service. Super easy to contact and incredibly efficient – highly recommend!
From the WhatsApp and phone communication, to the support with moulds, to the speed - they were brilliant. When my retainers broke on a Sunday I was freaking out and had very little time to sort new retainers before a holiday (and therefore before my teeth moved out of shape) and they reassured me they’d sort me out with their brill customer service, which was backed up by their speedy retainer service. I’m all sorted now and couldn’t recommend Retainer Xpress more highly! Thanks so much for being so friendly and efficient.
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