Reply from Retainers DirectSep 21, 2023
I’m sorry to hear that your experience with Retainers Direct has been less than ideal. Customer satisfaction is extremely important to us, and we take all feedback seriously.
To address your concerns:
Regarding the impression putty, we appreciate your comments. The putty we provide has been successful for a vast majority of our 20,000 customers, so we regret that it did not meet your needs. That being said, we did provide you with extra putty to facilitate your efforts, and eventually, you were able to use the facilities and expertise at my personal orthodontic practice, a service typically valued at a minimum of $150.
On the shipping mishap, we acknowledge the error and appreciate your understanding. It's unfortunate that the shipment went to the wrong address initially, but as soon as we were alerted to the problem, we took steps to rectify it. Tanner may have miscommunicated the timeline, but Richard followed through by having new retainers made and delivered to a convenient location for you.
In total, you were sent five shipments, including the new retainers, as we did our best to go above and beyond to accommodate you.
While I understand your frustration, it’s worth mentioning that we have extended more resources and exceptions to your order than is typically offered to ensure you have a positive experience. We're sorry that despite these efforts, you remain dissatisfied.
We genuinely thank you for your business and your feedback, and hope that you are pleased with the final set of retainers you received.
