Was cheaper than my local dentists for retainers. Firstly the bottom retainer sent to me was cutting into my gums, sent back and they cut it which sorted it. Then I noticed the top retainer is causi... See more
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I had some trouble taking my impressions at first, but the support team were amazing. They quickly sent me another kit free of charge and guided me through the process step by step. My retainers are n... See more
Company replied
Was a bit wary as I have never used an online service for my retainer and normally do it through my local orthodontist. However, to save costs I tried this and was very impressed. Before sending, I ha... See more
Company replied
I am just at the mould stage so can’t currently comment on quality of retainer. My first mould wasn’t satisfactory when received by retainer direct so I am just about to have a 2nd attempt. The inte... See more
Company replied
Company details
Written by the company
Retainer Direct is the UK’s leading online provider of clear Essix retainers, offering affordable, dentist-quality replacement retainers delivered straight to your door. We specialise in custom-fit retainers, impression kits, and orthodontic aftercare, helping customers nationwide keep their smile for life without expensive dental visits. All retainers are crafted in a UK dental laboratory, ensuring accuracy, comfort, and long-lasting quality. Whether you’ve lost your retainer, broken it, or simply need a spare pair, Retainer Direct makes the process quick, simple, and cost-effective. Trusted by thousands across the UK, we provide expert support, fast turnaround times, and a seamless ordering experience.
Contact info
London, United Kingdom
- Info@Retainerdirect.co.uk
- retainerdirect.co.uk
3.3
Average
70 reviews
Replied to 77% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Buy cheap buy twice
Was cheaper than my local dentists for retainers. Firstly the bottom retainer sent to me was cutting into my gums, sent back and they cut it which sorted it. Then I noticed the top retainer is causing a gap in one of my teeth. I tested without wearing retainer for a few days and it closed the gap. So I contacted them to let them know maybe something went wrong with the mold as it is causing a gap. They advised me to continue wearing them further even though I explained it’s causing a gap. I listened to them and it made the gap even bigger! I immediately went to my dentist who had my original molds and paid for it. Within 12 hours the retainers closed the gap back to normal! If I had continued to listen to the advice retainer direct provided the gap would have gone even bigger. So I paid for the top retainers for no reason!
Only reason I’ve given a 2 star is for June’s customer service.
April 13, 2026
Unprompted review
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The quality exceeded my expectations
The quality exceeded my expectations. The retainers feel strong, comfortable, and really well made honestly just as good if not better than ones I’ve had from the dentist before. The whole process was straightforward and convenient, and everything arrived exactly as expected.
April 18, 2026
Unprompted review
Really good customer service from June
Really good customer service from June. Thank you.
March 25, 2026
Unprompted review
Reply from Retainer Direct
Dear Shannon,
Thank you for your kind review!
We’re really pleased to hear you had a great experience with our customer service. I’ll be sure to pass your feedback on to June ,she’ll really appreciate it.
If you ever need anything in the future, we’re always here to help.
Kind Regards,
Customer Support Team
Retainer Direct
Purchased the 1.5mm thicker retainer…
Purchased the 1.5mm thicker retainer and it cracked after 4 months. Be warned they only offer 90 guarantee.
Most other retainers have past my 1 year +
Wouldn’t buy again
February 21, 2026
Unprompted review
Reply from Retainer Direct
Dear Jack,
Thank you for your feedback , we’re sorry to hear your 1.5mm retainer cracked after four months of use.
All of our retainers are custom made from dental grade materials using the same professional methods and standards as those provided by dentists and orthodontists. However, how long a retainer lasts can vary depending on factors such as grinding, clenching, bite pressure, and general wear.
We offer a 90-day guarantee, which is longer than many online competitors (who often offer 30 days), and most dental practices don’t provide a formal guarantee at all. We introduced this policy because our goal has always been to keep customers smiling , that’s why our company was created.
Although this is outside the guarantee period, we’d still be happy to review your case. Please email us with your order details and photos of the damage so we can investigate and see if there’s anything we can do to support you further.
Kind Regards,
Customer Support Team
Retainer Direct
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Impressive customer service by Samuel
I ordered replacement retainers for my daughter using the impression kits provided by her orthodontist. There was an unexpected issue with Royal Mail delivery, but Samuel (Customer Support Manager) sorted it out incredibly quickly and professionally! The matter was resolved in just minutes. Really impressive customer service.
The retainers arrived promptly after that, along with new moulds, and they fit perfectly. My daughter is very happy with them.
Thank you for the great product and outstanding support… highly recommended!
February 11, 2026
Unprompted review
Reply from Retainer Direct
Dear Eleni,
We’re delighted to hear that your daughter is happy with her replacement retainers and that they fit perfectly. Providing high quality, comfortable custom clear retainers that work seamlessly with orthodontic impressions is exactly what we strive for.
We’re also really pleased Samuel was able to resolve the Royal Mail issue so quickly. Delivering responsive, professional customer service is just as important to us as producing reliable orthodontic retainers, and we’ll be sure to pass on your kind feedback to him.
Thank you again for trusting us with your daughter’s smile, we truly appreciate your recommendation and look forward to supporting you with any future retainer replacements you may need.
Kind Regards,
Customer Support Team
Retainer Direct
Listen to the reviews
Listen to the reviews! I was messed around for 2 months they finally admitted they lost my impressions ( a lab technician lost them ) they sent me the wrong retainers and sent me on a wild goose chase! I’ve asked for a refund and they have said my banks holding it from me. The bank have confirmed they have done no such thing. Please please do not use this company they have now cost me £2400 as I need another brace now. I genuinely think the company has educational delays because they are so incompetent it’s unbelievable. So please use venneir for your retainers or pay abit more and go to your dentist. I’ve held off leaving this review but I’m not going to get my refund anyway.
October 28, 2025
Unprompted review
Reply from Retainer Direct
Dear Jack,
We’re genuinely sorry to hear how disappointed you are with your experience, as this is never the outcome we want for any customer.
To provide some context for readers, this order was placed using a customer-supplied impression rather than one of our home impression kits. When customers choose to send their own impressions, we clearly advise that the order number must be included inside the parcel. This is essential, as impressions arrive at our lab without external identifying information, and without an order number enclosed we have no way to immediately match them to a specific case.
In this instance, the impressions arrived without identifying details, which unfortunately caused delays while we worked to determine the correct order. We understand how frustrating delays can be and appreciate that this added to your dissatisfaction.
Regarding the refund, once processed on our system, banks can take several working days to allocate funds. We do not withhold refunds and are always happy to provide confirmation of processing where needed.
We take all feedback seriously and are committed to resolving concerns fairly and transparently. If you would like us to review your case again, please contact us directly with your order details so a senior member of the team can look into this further.
Kind Regards,
Customer Support Team
Retainer Direct
Not worth the price if you don’t get a successful impression with your first kit
DOWNSIDES:
1. Found the process of actually taking impressions to be quite difficult and was unable to get a successful impression after using both sets of putty the kit comes with.
2. Was told I’d need to buy extra putty to take another impression, at a minimum cost of £10 for 1 set of putty, which seems incredibly expensive for 2 tiny pots. Taking into account the amount I’d already paid, plus the extra cost for enough extra putty to feel comfortable I’d end up with a useable impression, the whole thing would only have worked out about £20 cheaper than paying for my local private dentist to do the entire thing in person.
3. With both attempts at taking my own impression I also spent the full 2 minutes you have to leave the impression tray in your mouth alternating between dry heaving and actually vomiting because the tray is huge, and it protruded so far back in my mouth it activated my gag reflex.
4. Due to some kind of issue their end, it took a long time for my order to actually be sent out. After over a week waiting to hear from them I sent an email and was told there was an issue (would have been nice if they’d reached out to tell me this rather than me having to reach out to them) and was told I’d get a confirmation email when my order was being sent. The kit obviously did turn up eventually, but I didn't get the promised confirmation it was being sent, it just turned up. Wouldn’t have been an issue if it hadn’t been promised, but I’m not keen on companies promising something that doesn’t happen.
UPSIDES:
1. Super fast and friendly response from June in the customer service team, and pretty much immediate processing of a refund (minus £20 for the cost of the impression kit)
SUMMARY:
Unless you get a successful impression with your first impression kit, you’re going to be paying around the same price for this online ‘budget friendly’ option as you would going to a private dentist.
If you’re confident you can take a great impression yourself at home, go for it.
If you’re unsure AT ALL, then you could well end up paying the same/more than if you’d just gone to a dentist, so it’s not worth the risk. Just go to an actual dentist & save yourself the hassle.
SIDE NOTE: this was not an unprompted review. I got asked to leave a review a couple of times, with a direct link to provide a review each time.
November 7, 2025
Unprompted review
Reply from Retainer Direct
Dear T.Sharp,
Thank you for sharing your experience, and we’re sorry the process wasn’t as smooth as it should have been.
Impressions:
We understand impressions can be challenging, especially with a sensitive gag reflex. To help, we provide detailed POV-style video guides, and our adjustable dental-grade trays are designed to fit the majority of customers’ mouth shapes. Each initial order includes one free set of putty (two attempts), and as explained in our T&Cs any extra putty needed afterward must be purchased.
Delays & Communication:
We apologise for the delay and missing dispatch email. We recently uncovered website and technical issues that affected order processing and notifications, and at the time we weren’t aware of how widespread the problem was. These issues have now been fixed.
Customer Support:
We’re glad June was able to assist you quickly and arrange your refund (minus the impression kit cost), and we appreciate your patience throughout.
Home impressions are a great option for many customers, but they’re not ideal for everyone. Your feedback helps us continue improving our service, and we’re grateful you took the time to share it.
Kind Regards,
Customer Support Team
Retainer Direct
Slow service, but retainers received
This is an amend of a previous review, when I thought this might be a scam site. Two weeks after placing an order it was stuck in pending status on the site and I was charged twice for the same transaction. So I requested a refund via email and their site contact form. No response from them. I then wrote this review and the next day got an email saying retainers had been dispatched. Had a bit of back and forth, saying that I had requested to cancel and refund - they said the email address on their site was wrong and the contact form wasn't working, so they hadn't received my previous request. Either way they did end up refunding me and I received the retainers, which I returned.
October 25, 2025
Unprompted review
Reply from Retainer Direct
Dear Nick,
Thank you for updating your review and for giving us the opportunity to clarify what happened. We’re truly sorry for the confusion and frustration you experienced.
We want to be transparent in explaining that we recently discovered several website and technical issues affecting our contact form, email routing, and parts of our order system. These problems meant that although you submitted your cancellation and refund requests correctly on your end, they unfortunately never reached us. At the time, we were not aware of the extent of these issues, which also contributed to the order remaining in a pending state and the miscommunication around the dispatch.
We completely understand how this would cause concern, especially when you were charged twice and couldn’t reach us through the channels listed on the site. As soon as we became aware of the problem, thanks to your review, we were able to intervene, issue the necessary refund, and assist with returning the retainers.
We want to reassure you that the incorrect email address has been removed, the contact form has been fixed, and we have implemented additional checks to prevent technical issues like this moving forward. Your feedback directly helped us identify problems we otherwise would not have known about, and we sincerely appreciate that.
Thank you again for your patience, and we’re glad we were able to resolve everything for you in the end.
Kind Regards,
Customer Support Team
Retainer Direct
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UPDATE TO ORIGINAL REVIEW
Initially, my experience was not very good. I placed an order late afternoon on 03/11/2025 and submitted a cancellation request within an hour using their website form, also sending two emails. Their policy states cancellations within 24 hours qualify for a full refund, but the following morning I received an email advising my order was being prepared. At that point, the website had no contact number listed and soon became inaccessible due to “maintenance,” which was frustrating.
Only after posting my review, I was contacted by customer service at Retainer Direct asking how they could help. I explained that I had used their online contact form and sent two emails, both of which were listed on their website. However, the reply I received came from a different email address, and they advised they had not received my emails or contact form submission.
In the end, I did receive my refund, which I appreciate. That said, it’s concerning that the contact details on the website appear incorrect and that submissions through their forms don’t seem to reach them. There is also no contact number available, which makes communication more difficult.
I can’t comment on the quality of the item itself, as I never received it. Instead, I ended up getting a replacement retainer directly from my dentist, which was straightforward and reliable.
November 3, 2025
Unprompted review
Reply from Retainer Direct
Dear Hannah,
Thank you for taking the time to share your experience, and we sincerely apologise for the difficulties you encountered.
We want to acknowledge that we recently experienced several website and technical issues that affected our contact form, email routing, and parts of the site. Unfortunately, this meant that while your cancellation request was submitted correctly on your end, it did not reach us as it should have. At the time, we were not aware of the extent of these issues, which is why your order continued to move forward before we were able to intervene. We understand how frustrating this must have been, especially without a working contact number available.
Once we became aware of the situation, we worked to get everything resolved as quickly as possible, and we’re glad we were ultimately able to issue your refund in full. We’ve since corrected the email and form problems, updated our contact information, and are taking steps to prevent anything similar from happening again.
While you didn’t receive our product this time, we truly appreciate your patience and feedback. It has helped us identify and fix issues we otherwise wouldn’t have known about, and it allows us to improve the experience for all customers moving forward.
Kind Regards,
Customer Support Team
Retainer Direct
Very Professional Service
Everything from communication to product quality felt professional. Highly recommended.
October 23, 2025
Reply from Retainer Direct
Dear Isla,
Thank you so much for your kind words! We’re thrilled to hear you had a great experience with our communication from our support team and product quality. Your recommendation means the world to us!
Kind Regards,
Customer Support Team
Retainer Direct
Reply from Retainer Direct
Dear George,
We’re very sorry to hear you felt disappointed with your experience. Our goal is always to help our customers achieve the best possible results with their new replacement retainers. In your case, one of the self-impressions you submitted online for review was unfortunately not suitable for making retainers, and we wanted to ensure your impressions met our quality standards before you sent them in to us.
We provided an additional set of dental putty at no cost and did our best to help you complete the process successfully. When you later chose not to continue, we promptly issued a full refund.
We’re sorry that things didn’t work out as you hoped, but we always aim to be fair and supportive to every customer. We wish you all the best moving forward.
Kind Regards,
Customer Support Team
Retainer Direct
Reply from Retainer Direct
Dear M S Toure,
We’re so glad to hear that you found the service fast and straightforward. It’s great to know you had such a smooth experience with us in Norwich — we really appreciate you choosing us!
Kind Regards,
Customer Support Team
Retainer Direct
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Was a bit wary as I have never used an…
Was a bit wary as I have never used an online service for my retainer and normally do it through my local orthodontist. However, to save costs I tried this and was very impressed. Before sending, I had very good correspondence from them addressing any concerns I had. I used my own moulds 3D printed from my orthodontist and sent it retainers direct. Service was quick and incredibly well priced. Would recommend!
August 4, 2025
Unprompted review
Reply from Retainer Direct
Dear James,
Thank you so much for sharing your experience! We know it can feel a little daunting to try an online service instead of going through your local orthodontist, so we’re really pleased we could answer your questions and give you peace of mind. It’s wonderful to hear you’re happy with the speed, value, and quality of your retainers — and we’re especially glad we could help a customer from Nottingham! We really appreciate your recommendation and look forward to helping you again whenever you need us.
Kind Regards,
Customer Support Team
Retainer Direct
“Brilliant Customer Service”
I had some trouble taking my impressions at first, but the support team were amazing. They quickly sent me another kit free of charge and guided me through the process step by step. My retainers are now comfortable and fit really well . Honestly, the service was better than I ever got at the dentist’s office!
August 20, 2025
Unprompted review
Reply from Retainer Direct
Dear Hardiyal,
Thank you so much for sharing your experience! We’re delighted our support team could guide you through the process and get everything sorted quickly. It’s wonderful to hear that your retainers are fitting comfortably and that you felt well taken care of—going above and beyond for our customers in Bristol (and everywhere else in the UK!) is what we aim for. We truly appreciate your kind words and the trust you’ve placed in us.
Kind Regards,
Customer Support Team
Retainer Direct
June is very helpful
One of my retainers broke but June was very helpful in getting me a replacement (at no cost). Thank you!
August 12, 2025
Unprompted review
Reply from Retainer Direct
Dear Emma,
We’re so glad to hear June was able to help you get a replacement quickly! We’ll be sure to share your kind words with her. Thank you for taking the time to share your experience — we appreciate you!
Kind Regards,
Customer Support Team
Retainer Direct
Couldn't fault the process of ordering…
Couldn't fault the process of ordering and recieving my retainers, customer service was great, i dealt with a lady called June, who was great and dealt with any questions etc really promptly, reatiners arrived quicker than i expected and they are a great fit, i'm very pleased indeed, thank you to all the retainer direct team :-)
July 31, 2025
Unprompted review
Reply from Retainer Direct
Dear Donna,
Thank you so much for your lovely review! We're thrilled to hear that you had such a smooth experience ordering your retainers and that they arrived quickly and fit perfectly. We'll be sure to pass your kind words on to June—she'll be so pleased to hear she made a difference! Thanks again for choosing Retainer Direct, and we're always here if you need anything in the future.
Kind Regards,
Customer Support Team
Retainer Direct
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Faultless experience and great product
Process was really easy and retainers arrived in good time and were a perfect fit. Great price and communication too. Hard to know from researching online which companies to trust but my experience here has been faultless and would very much recommend.
July 5, 2025
Unprompted review
Reply from Retainer Direct
Dear Jordana,
Thank you so much for your kind words! We're thrilled to hear that the process was smooth, your retainers arrived on time, and that they fit perfectly. We know how important it is to find a service you can trust—especially online—so it means a lot to us that you chose us and had a faultless experience. Your recommendation truly means the world. If you ever need anything in the future, we're always here to help!
Kind Regards,
Customer Support Team
Retainer Direct
Scammers- don’t use retainer direct
I’ve ordered retainers and made my own impressions without trouble with other companies before so seems like this is a scam company trying to make money on claiming that your impression isn’t good enough from a photo, saying you need to order more putty then sending putty that set too quickly in the heat and refusing to proceed unless you pay more. Refused full refund despite faulty impression kits and misleading instructions not fit for purpose. Didn’t get my retainer and they’re refusing to give me a full refund- what use is an overpriced faulty piece of plastic to me? AVOID.
June 6, 2025
Reply from Retainer Direct
Dear Erica,
As mentioned in our previous response to your first review, we’re genuinely sorry that your experience did not meet your expectations. This appears to be the same case, so we’d like to reiterate a few important points for clarity.
Our dental lab must receive clear, accurate impressions in order to manufacture a properly fitting retainer. Based on the photos you submitted, your impressions were unfortunately not usable. To assist, we provided additional impression putty free of charge and issued a partial refund for the portion of the order we were unable to fulfil.
As clearly stated in both your order receipt and our terms and conditions, full refunds are not applicable once impression kits have been used unless a manufacturing fault is found.
We’d also like to respectfully reaffirm that Retainer Direct is a legitimate UK-based business, trusted by thousands of customers across the UK. We use UK-registered dental labs and provide step-by-step video guides and support to help customers complete the process successfully.
We understand your disappointment, but we believe your order was handled fairly and in line with our policies. If you’d like to discuss this further, please get in touch with us directly at Help@retainerdirect.co.uk.
Kind Regards,
Customer Support Team
Retainer Direct
Great
Couldn’t be happier with the whole experience at Retainer Direct. The ordering process was easy (with quick support) and the impression kit also very easy to follow. The retainers fit perfectly and arrived quicker than I expected. Bascially invisible and couldn't notice any quality difference between that from my orthodontist (at almost double the price). Just as good as the one I paid way more for at my orthodontist. Highly recommend if you need a replacement retainer
June 11, 2025
Unprompted review
Reply from Retainer Direct
Dear Dan,
Thank you so much for your amazing review! We're so happy to hear that the entire process—from ordering to receiving your retainers—was smooth and easy. It's great to know they fit perfectly and met your expectations in both quality and value. We really appreciate your recommendation and are glad we could provide a solution that works just as well as your orthodontist’s (without the extra cost!). We're always here if you need anything in the future.
Kind Regards,
Customer Support Team
Retainer Direct
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