Absolutely awful experience today. My mum, sister and I have been with Thorndike for 10+ years. My fixed retainer (meant to last a lifetime) was broken by them during my hygienist appointment and repaired. However, it quickly broke again (due to it being weaker from their fault) and the open wire made my tongue bleed. Today they cut the wire to help but left my teeth without the protection of the fixed retainer. Therefore, my teeth could move and go wonky. Realising what they had done, they said that it would cost £60 for about repair or £150 for a new retainer! Baring in mind the repair did not last, that was not an option. And they broke the wire in the first place!!! How is it my responsibility to replace it when it was their damage? I called to ask for an appointment to get it replaced without charge, but the receptionist expected me to pay for the appointment over the telephone. I asked her to go back to the manager and tell her my situation. She called me back 3 times within and hour with excuses. Finally she called saying it would cost £150 and I said I was not comfortable with this. I said I would come in at 4:45pm on the same day (when they had a slot) to see the orthodontist, but she would speak to the manager and get back to me about cost. Well, of course she never did and I am not shocked. I called and said I was “on my way” but she told me my appointment was now gone….. and after leaving work early to deal with THEIR ISSUE! At this point, I was still coming in for an appointment I was going to have to pay for so that my teeth would not go wonky. Annoyed, I said, I expect it to be done, but the receptionist rudely did not reply to this comment. I finally explained that they would not see me nor my family again after 10 years of being loyal customer, due to the disgraceful service I’d received. At this point I expect some sympathy, but in fact, the receptionist replied with “good” and I hung up. Not “I’m sorry to hear this, but good”. I am astonished. THEY ARE SO INTERESTED IN MONEY AND DO NOT CARE ABOUT CUSTOMER SERVICE. Not even to honour me a new wire at their cost due to THEIR breakage. A joke! I’m not asking for a free wire for the fun of it.