Better2KnowReviews of better2know.com

Response from Better2KnowSep 21, 2026

Dear Algirdas Rasimas, Thank you for taking the time to share your feedback. I’m sorry to hear that you were not happy with your experience. The test you selected is a urine test, so a urine sample is required for the laboratory to carry out the testing. Once your sample has been received and tested, your results are securely provided through your private patient area. If your result is positive and you require further support, we can then arrange a consultation with a doctor to discuss the result and any appropriate next steps. This is the standard process for urine-based laboratory testing, but I’m sorry if this was not clear when you booked your test. We appreciate your feedback and will continue to look at how we can make the process as clear and straightforward as possible for our patients. Kind regards Better2Know

Response from Better2KnowJul 2, 2026

Dear Dan, Thank you for taking the time to leave your feedback. We're sorry to hear that you had difficulty collecting your blood sample and understand how frustrating this must have been. After speaking with our Customer Service team, we offered to send you a complimentary replacement kit along with additional lancets and guidance to help achieve a successful sample. Unfortunately, you chose not to take up this offer. We appreciate that finger-prick blood collection can be challenging for some people, which is why we're always happy to provide extra support and replacement materials where appropriate. We do not advise using anything other than the lancets to complete your sample collection. If you do change your mind, our team would still be happy to help you complete your test. Kind regards, Better2Know

Response from Better2KnowJul 2, 2026

Hola, Gracias por tomarse el tiempo de compartir su opinión. Lamentamos saber que su experiencia no cumplió con sus expectativas. Entendemos lo frustrante que puede ser esperar los resultados de una prueba urgente. Los plazos de entrega de nuestros laboratorios se calculan en días laborables a partir del momento en que la muestra es recibida por el laboratorio, y no desde la fecha en que se realiza la toma de la muestra. Aunque siempre procuramos entregar los resultados lo antes posible, los tiempos de procesamiento pueden variar en función de cuándo el laboratorio recibe la muestra. Un cordial saludo, Better2Know

Response from Better2KnowJun 18, 2026

Dear TimStevens, Thank you for taking the time to share your feedback. We’re sorry to hear that you feel this way, and we completely understand how frustrating and concerning this situation must have been. We would like to reassure you that we are a genuine service provider and we are not a scam. We take concerns like this very seriously and always aim to support our customers throughout their experience. We can see that you have been in contact with our team via email, where they apologised for the confusion regarding the testing clinic location. They also offered to reschedule your appointment and discussed alternative options to help resolve the matter; however, these options were not accepted at the time. We would still like the opportunity to resolve this situation and find a way forward. Our team is available to continue the conversation and support you with any outstanding concerns. Please feel free to respond to our email correspondence, and we will be happy to assist further. kind regards Better2Know

Response from Better2KnowJun 11, 2026

Dear Simon, Thank you for taking the time to share your feedback. We’re sorry to hear that you were disappointed with your experience, and we understand how frustrating it must have been to feel unsure about your appointment details. We have reviewed your booking and can confirm that the appointment was booked online by you, with the date, time, and clinic location selected during the booking process. The confirmation details were sent to the mobile number provided at the time of booking, and the patient area was accessed with these details. We can also confirm that when you contacted our team by email regarding the address information, we responded on the same day to assist you. We also advised that if you had any difficulty locating the address details or clinic map within your patient profile, we would be happy to help you further. We appreciate that having clear information before an appointment is important, and we’re always here to support our patients wherever we can. As the appointment was reserved specifically for you and the required information was provided using the contact details entered during booking, sadly, our standard cancellation policy applies to missed appointments. Thank you again for your feedback. We value your comments and will continue to look for ways to make the booking and support experience as clear and straightforward as possible for all our patients. Kind Regards Better2Know

Response from Better2KnowMay 20, 2026

Dear Cass, We are sorry to hear that you were unhappy with the service you received. Having reviewed your account, I can see that all of your test results were reported within the advised timeframe. However, I would like to apologise for the confusion surrounding one of the results and how it was displayed. I can see that Louise contacted you directly to explain this further and offered assistance with accessing the information through our secure patient portal. We are pleased to hear that you found her support helpful. I would also like to clarify that while some areas of our live chat service use AI support for quick queries, we do have trained agents available to provide further assistance, take bookings, and answer more complex enquiries. Our team can also be contacted by phone or email 24/7. In relation to the differing test results, incubation periods can affect the accuracy of testing. If testing is carried out before the recommended incubation period has passed, there may not yet be enough biological material present for detection. A later test may therefore produce a different result due to the longer incubation period allowing for a more accurate sample. We appreciate your feedback, as it helps us continue improving both our communication and patient experience. Kind regards, Better2Know

Response from Better2KnowMay 7, 2026

Dear Anonymous, We’re sorry to hear that you were disappointed with your recent appointment experience. Our team always aims to provide clear guidance and ensure patients receive the most suitable service for their needs. When booking, patients are responsible for selecting the service they wish to attend and for providing any relevant medical or personal information in advance that may affect suitability. However, the final decision on whether a test or appointment can proceed is made by the clinician at the time of attendance in line with clinical guidelines and patient safety. As outlined in our terms and conditions, where an appointment cannot proceed on the day for these reasons, a partial refund may apply. We do appreciate you taking the time to share your feedback, and we will take your comments on board as we continually review and improve our patient experience. Kind regards Better2Know