Malcolm
Untrustworthy
**Updated review** 11.01.21 I have updated this review upon request from Better2Know to remove /edit information that may identify individual(s). A fundamental element of any medical service is to build trust with the patient/client. Better2know failed miserably on this count. If you are thinking of using this company for medical testing please read – apologies it’s a bit of an epic… A compressed version of events here and this was the second time of using them following a good experience first time around. I purchased some (3x) covid test kits back in October. The kits didn’t arrive in a reasonable time to be of use -8 days vs "next day before 1pm" which was on the envelope they arrived in. This is not better2know’s fault or mine. So I asked for a refund the answer was yes …but its £50 admin charge per kit so £150 short of what I paid. I was not happy following more to and fro emails still not offering full refund. I then put a 1 star review here complaining about the lack of proper customer follow up and looking into the circumstances. The next day I received a call from a senior representative – during the 8min 01s call I was offered a full refund exact words at 4mins 20s into the call were “I’m happy to waive those £50 kit charges for you, so you will get the full refund”. I was then asked 5mins 40s into the call again exact words “I’d hope that if you are happy with what I have offered you then you would amend your review on Trustpilot to reflect the conversation that we had”. I agreed I would amend it from 1 to 3 stars caveating this would only happen once I received the funds as I thought Ok eventually they have looked at the case and have come to a fair decision albeit after some pushing. I was overseas at the time- so I got my wife to return the kits in good faith. I possibly would have used them again in the future too. I then received a cryptic email from the same senior representative paste of email body below “Thank you for your time earlier. “Following our conversation, I have a further update which I would like to discuss with you. I have tried to call you but I was not able to get through. If you can please let me know when you are available to speak, I will be in touch.” I replied to the email asking what the update was and for written confirmation of our agreement earlier on the phone. No written response followed. I checked my account about a week later and oh dear not the full amount refunded it was £50 short. More emails back and forth this time with a different person as the original contact was no longer available. Final response was, this time from a different senior manager. “Thank you for your email. I have taken your case to the highest levels and the decision not to refund has not changed.” Considering the highly sensitive nature of the testing services Better2Know provides I think the statement that “the highest levels” of the company are happy to renege on a verbal agreement made to a customer by one of their senior colleagues would ring alarm bells. The question you have to ask is would you rely on them for sensitive medical tests if for the sake of £50 they will torpedo any trust built with a customer. Maybe this is a unique case - I certainly hope so.