myLAB BoxReviews of mylabbox.com

Response from myLAB BoxDec 30, 2016

Thank you for taking the time to write us a review and bring your concerns to our attention. In addressing the message you received when you made the order, it seems you experienced a technical error with your order status in our system. Rest assured our technical support team have since fixed this display and we apologize for any inconvenience you may have experienced. I am sorry to hear you were unable to speak to one of our customer service team members via our phone line. This may be due to calling outside our regular business hours or during a heavy call volume time period when one of our reps was not available when you called. Our customer service reps are typically very prompt with responding. We have also recently taken steps to make it easier for customers to reach us by streamlining our support line and launching a new Live Chat feature allowing you to contact us via chat on our website at mylabbox.com. If there is anything more that we can do to make up for your less than excellent experience and ensure your next experience is stellar, please contact us directly at [email protected]. We highly value customer satisfaction, thank you for your feedback!

Response from myLAB BoxDec 27, 2016

Thank you for taking the time to write us a review and bring your concerns to our attention. We apologize for any inconvenience you may have experienced. We would like to address your concern regarding the packaging of the collection kit. All myLAB Box mail-in kits use FDA-approved technology and are packaged according to the highest quality control measures. Rest assured, the swabs and test tubes are indeed kept sterile, the labeling does not affect sterility of the instruments. We would also like to further investigate your order to confirm which instruction sheet you received so we can fully understand if there was a problem with your order and make sure this is resolved properly for you. Please reach out to us directly via email [email protected].

Response from myLAB BoxDec 16, 2016

We appreciate you taking the time to provide us a detailed account of your whole experience. At myLAB Box, we strive to ensure total customer satisfaction. We apologize for any inconvenience you may have experienced and we would like to further investigate what could have possibly happened with your order. In addressing your delay, while turnaround time is not a guarantee as unfortunately we don't have control over our shipping carriers. We can accurately say that our typical turnaround from order to results is 3-8 days and we apologize that you have experienced the back end of this typical window. You should of received an email notification alerting you that your lab-certified results are available to view securely in your account. We are sorry if that was not the case, we have our technical support team looking into this. We would also like to address your concern regarding the accuracy of our kits, myLAB Box testing uses similar methodologies to what you would get in a lab and results are as accurate as done in a clinic. To further address what happened with your order please reach out to us directly via email [email protected], or call us on 213 290 4571 or alternately use our Live Chat service on our website so we can get this completely resolved for you. Thanks for using myLAB Box and I ensure you that we will make sure your next experience with myLAB Box is nothing less than excellent.

Response from myLAB BoxSep 24, 2016

Thanks for your detailed feedback and for bringing your concerns to our attention. We apologize that your experience was less than excellent. It seems you may have contacted our Lab affiliate, which is unfortunately not a customer service line therefore you may have spoken to a lab technician who wouldn't have been able to refer you to our physician network for treatment. The contact information to get referred to a health practitioner that can provide you with guidance and remote prescriptions is shown on your account page and included in your results notification email. We have tried to make this process clear and I am sorry to hear you didn't experience this simplified process on this occasion. In regards to your credit card charge, our system does not store your credit card information, so it would be impossible for us to charge an old card that you used with a prior order. It will only charge the card that you used at the time of purchase. I am sorry to hear you were unable to speak to one of our customer service team members via our phone line. This may be due to calling outside our regular business hours or during a heavy call volume time period when one of our reps was not available when you called. Our customer service reps are typically very prompt with responding. We have also recently taken steps to make it easier for customers to reach us by streamlining our support line and launching a new Live Chat feature allowing you to contact us via chat on our website at mylabbox.com. To address your concern that one of our trained STD counselors didn't reach out to you, we apologize that they were unable to contact you to provide guidance and treatment options in the event of a positive result. This may be a result of having incorrect contact information for you. Our physician affiliates are typically very prompt and generally attempt to contact you 6 or more times. So that we can make sure your contact information is correct please contact us either via [email protected], or call us directly 213-290-4571 or via Live Chat on our website. We highly value customer satisfaction, therefore we would like to offer you a partial refund for any inconvenience that you may have experienced. Please contact us via email, phone or live chat so we can process a refund for you. We look forward to hearing from you.

Response from myLAB BoxSep 22, 2016

Thanks for taking the time to write us a review! We apologize for any inconvenience this may have caused you. We partner with Home Access for their accuracy and anonymous testing service and unfortunately myLAB Box has no control over how results are delivered. They are the only HIV-1 counseling and testing service approved by U.S Food and Drug Administration for use directly by customers. Results are delivered securely over the phone with your code. You can obtain your results securely over the phone. You can also request for your results in writing after you have received your results by phone. All you need to do is send a self-addressed stamped envelope along with a written request noting your code number to: Mail Back Results: Home Access Health 2401 W. Hassell Road Suite 1510 Hoffman Estates, IL 60169 Please feel free to reach out any time via [email protected]

Response from myLAB BoxMay 25, 2016

Thank you for taking the time to write a review for myLAB Box. Concerning the Home Access HIV kit, we would like to apologize for any inconvenience you may have experienced with their system. Our CEO has spoken with the Home Access CEO directly about this issue and we were assured that they would be on a 24/7 system by this time, however it appears they had a delay implementing the automated 24/7 technology and it should be live shortly. We will make sure that this is made even clearer on our web site.

Response from myLAB BoxMay 20, 2016

Hi, J.Thank you for taking the time to write a myLAB Box review. While we're glad you appreciate our service, we apologize for the less than perfect experience you had with our customer service. Your order was placed in July last year, at the time when we were in the middle of a transition to a new customer service platform. There is truly no excuse for not responding to your inquiry in a timely manner, and we would like to assure you that all communications are now centralized, and our customer success team has performance measures in place to meet to ensure that no customer response is delayed.

Response from myLAB BoxJun 6, 2016

Thank you for taking the time to write a myLAB Box review. I am so sorry to hear that your experience was less than perfect. While mail delays are rare, they have happened on occasion and we understand the inconvenience and stress this may have caused you. In the instance when a kit is delayed in the mail we always send a replacement kit. We were ready to send a replacement kit to you, however, your original sample did arrive at the lab after a couple of days. We also issued a partial refund for the inconvenience of the delay. We, at myLAB Box, always aim to please our customers and give them the service worth their time and money. If you believe there's more we can do to make up with the shipping delay, please contact us by emailing [email protected] or call 213-290-4571.