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Business Profile

Orthodontist

Clear Retain

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthodontist.

Complaints

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Complaint Details

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  • Initial Complaint

    10/25/2023

    Complaint Type:
    Product Issues
    Status:
    Answered
    I recently purchased the ClearRetain retainers kit from Amazon, and I have to say that my experience with the product and the company has been quite frustrating. After receiving the kit a few days later, I encountered difficulties while trying to take the impression. It was a challenging process, and I had to email a picture of the impression to ClearRetain for approval. Unfortunately, it took nearly three days for them to respond to my email, and when they did, they requested more impressions. This was quite disappointing as I had followed all the instructions provided and sent the initial impressions as instructed. Feeling frustrated, I decided to ignore their email. After a few more days, ClearRetain finally sent another email acknowledging the receipt of my impressions, but they stated that they did not have approval yet. They mentioned that the impressions would be sent to the laboratory and warned that if they were rejected, additional fees would be added. This further aggravated my dissatisfaction, and I decided to request a refund explicitly in my email correspondence with them. To my surprise, ClearRetain proceeded with creating the retainers and even provided a tracking number for the shipment back to me. At this point, I was still adamant about receiving a refund and made it clear in my communication with them. If the issue persists, I am considering initiating a chargeback through Amazon. Overall, my experience with ClearRetain has been marred by delays, poor communication, and a lack of adherence to my refund request. I am disappointed with the entire process and hope to find a resolution soon.

    Business response

    10/26/2023

    We received the customer's impressions in the mail right as they had requested a refund. Our team emailed asking if they wanted us to proceed with the product or to just get a refund. The customer responded by asking "how long does it take to get the retainers?". We let him know that they'd be completed and shipped out within the week. Once the retainers were complete we attempted to call and sent multiple emails trying to confirm whether or not they wanted the retainers or a refund. If by chance those emails were not received, I completely understand the customer's frustration and we sincerely apologize for any confusion. We take pride in our customer service and it is very disappointing that this customer had a poor experience. We have issued their full refund through Amazon. If the customer has any additional questions or concerns, they are welcome to reach out to us at ###-###-#### and we'll help out in any way we can.

     

    Sincerely,

     

    ClearRetain

  • Initial Complaint

    05/30/2022

    Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    Got my order in a week, took my impression. It took the company over 4 days to reply to my email saying its ok to send back to them. They have a rule where they have to approve of your impression before sending it back, which is fine. But waiting 4 days is beyond me. They said i could send it back in to them, took about a week to get to them, they sent it back and it took about 2 weeks. I got the retainer and it did not fit correctly, it was super hard to push up against my teeth and is very painful. I reached out, explaining my dissatisfaction with the product since they have a guarantee, if you arent happy They refund you. I waited 5 days for their reply back to my complaint. They state I have to send it back, the website and refund policy doesnt state that, and neither did the other person who emailed me about it. The other rep told me theyd process my refund, said nothing about returning the item. Why would I send back a retainer that doesnt fit my teeth? At this point its been used in my mouth. The item isnt reusable. I threw it away. They advertise a guarantee that they cant keep, for this reason Ill never recommend them and their customer service ever .

    Business response

    05/31/2022

    Hi Alex,


    Thank you for your email and for providing us with this feedback. As a rapidly growing company, your feedback is crucial to the development of our customer experience and is extremely valuable. We would love the opportunity to remedy the situation.


    We are happy to provide you with a full refund. Our standard return and refund process is to return the merchandise that you are unhappy with and even cover the shipping for you to do so. However, since your experience has not been up to par, we hate to trouble you further. I have issued your refund, in the amount of $84 to your original method of payment. Please allow 3-5 business days for that to reflect in your account.


    If you have any questions or concerns, please do not hesitate to contact us. We hope you have a wonderful day.


    Best regards,

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BBB Rating & Accreditation

A+

This business is not BBB Accredited

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Years in Business: 10

Customer Reviews are not used in the calculation of BBB Rating

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Contact Information

831 E 340 S

Ste 170

American Fork, UT 84003-3889

Visit Website
(801) 610-1358

Customer Complaints Summary

2 total complaints in the last 3 years.

0 complaints closed in the last 12 months.

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