Dr. Direct Retainers  

Very bad company 😕

Horrible . The process to have your mold done is old and outdated. Then they come back loose and not a good fit. Never again will I order from this company & you shouldn’t waste your money.

It has been 3 months, and I never received my night guards from my order #110431, part of which I spoke with someone there personally.

This is their 3rd name change. The first name, they took my $1000 deposit and promptly filed bankruptcy. Then they opened under Dr. Retainers and charged me $126 a month for "retainers" that maintained a crooked smile rather than provide the aligners to correct my teeth. Now they've changed their name again. Don't use this company. Find a reputable dentist...you'll end up paying less in the long run. When the aligners they sent me weren't making any improvements in my teeth, they said they were retainers and not aligners, even though the process was to correct...why else would I need a new aligner each month if it was to maintain the same crooked smile. What a scam. I've lost over $1500 with this trail of companies.

I am writing to share my personal experience with your service, following the transition from SmileDirectClub. Unfortunately, my experience has been far from satisfactory.

I initially engaged with SmileDirectClub for my aligner treatment, and despite the promises made, I experienced significant issues with both the service quality and the support provided. Over time, I encountered problems that have continued into the current service under Dr Direct Retainers. Specifically, I have dealt with:

Persistent technical issues that have hampered my ability to manage my account effectively.
A lack of timely and clear communication regarding service improvements and resolutions.
Unmet expectations regarding treatment outcomes, which were a major reason for my initial commitment.
While I recognize that transitions can be challenging, the improvements promised have not materialized. I hope that this feedback will encourage your team to address these concerns and improve both the technical support and overall service quality for future clients.

I am sharing this review in the spirit of constructive feedback, with the sincere hope that you will take the necessary steps to ensure a better experience for all your customers moving forward.

I am very glad to have a source for retainers to keep my Smile Direct straightened teeth straight! The fit is okay. Will probably have to file some edges down for comfort.

This company took over my Smile Direct care when that company went out of business in 2024. They claimed that they would reproduce my final retainer for me at the recommended interval of six months. The first set of retainers that they sent me did not come even close to fitting in my mouth. I had ordered them months before I needed them in case I ever lost the set that I was using. When I complained and asked for a refund, they said that it was pass the one month interval for returns. When I complained loudly and explained that I didn’t expect that there would be a problem and therefore didn’t try them on immediately, after several back-and-forth emails they agreed to refund the cost. However, they require that you mail them the defective retainers at your cost. So I spent a half an hour in line at the post office sending back retainers that would only be thrown in the trash. Their customer service treat you like you are trying to rip them off or commit fraud rather than treating you with respect. I can see no reason to return the retainers other than them presuming you are trying to cheat them. It was an infuriating experience and I will never use them again.

I was having issues with my custom ordered retainers and I emailed them, letting them know about the issue. They immediately sent me a survey to fill out. Once I finished filling out the survey, it took only 1 business day for them to respond back to me saying that they'll mail out an impression smile kit for me to use free of charge. The service was quick, simple, and the assistance helping me was very kind.

The product I am receiving is superior to what I had prior. The communication and assistance when I called was knowledgeable and polite.
The information for additional products is not deafening. I think you should include a reminder as to how long a retainer should be used in those communication.
Possibly a reminder when it’s time to reorder. I would like to try whiteners etc. but Likely would include with my retainer order.

The retainers were a great quality and fit perfect. Also came with a hard shell case. I’ll be ordering from them again.

The retainer doesn't fit correctly. I've had about 6 to 10 retainers in the past and this latest retainers received January 22, 2025 (order # 113527), does not fit right. I had to go back to wearing the previous retainer. I would appreciate another retainer.

Terrible quality, retainers so small I can't even get them in my mouth. I should have read the other reviews here. Sent them photos of my current set and what they sent. They said they need photos of their retainer in my mouth, but I cant get them in my mouth... my pictures CLEARLY show the difference but now they want me to go through the impression process again. If I do it will be with Invisalign...

They listen to your concerns & make every effort to get it right.

I wanted to share my recent experience with a company that helped me with my retainer replacement. The communication was easy, the service was professional, and the fix was quick. Overall, it was a great experience!

My retainer won’t even go on my teeth can’t use won’t be getting anymore

My new retainers fit very well and they are showing no signs of wear after 6 months

Cannot access portal, not user friendly

I had originally had my retainers with smile direct club and apparently this new clinic had my previous scans but I didn't want to do that cause the last time they didn't fit correctly, so I asked for the kit to have brand new ones and eden I received them they weren't straight either so now my teeth look crooked cause the retainers aren't straight.

My retainers are ill fit. Rather than "correct the spacing" between my teeth, it simply holds them in place so I fear it's going to cause a situation where I need treatment again. The retainers seem intentionally bulky so I'm confused at the product quality.

Retainers
I always receive a reminder very early about my retainer. It always arrives on time with instructions.