Victoria Y.
Bitten off more than they can chew
This place does have good customer service - they’re always on the end of a phone and speedy to respond to emails. However, this can’t compensate for the slow turnaround time. The lab is clearly overwhelmed right now. I purchased a day 2&8 kit, which arrived without incident the day before I landed - great start. I took the first test, following the instructions to the letter, only to realise that the checklist contains additional information that is not on the main instruction sheet. Panic ensued, as all the instructions have giant warnings about the consequences of not following the procedure correctly. Nevertheless, I contacted the company, they were responsive and provided a suitable solution; I posted the first test and it arrived at the lab early the next morning. So far, no catastrophe. But then, having received my sample early on day 2, the lab then took over 72 hours to provide a result! It finally came through just 30 minutes before my day 5 early release test appointment, and only because I called and sat on hold until it was confirmed. This is completely unacceptable. It is not in-line with the government guidance (which says test providers should endeavour to deliver results within 48 hours) and the delay almost cost me the opportunity to do test to release. This is not the service I paid for and it’s clear they need to find a suitable limit for the number of orders they can accept and process in a timely manner.