JW
Ridiculous process - Hassle every step of the way
Had to reach out to customer service for every single step. Ordered kit online and got a confirmation email that a MALE kit was being sent when I had written FEMALE on the form. The first call happened so that this could be corrected - no big deal at this point. Next, registering the kit should have been a simple process online, but the kit # wasn't recognized by the site, so I again had to reach out to customer service to get it registered, which turned a 1 minute process into a 20 minute process. A little annoyed at this point, especially because I planned to quickly collect my sample before work so that I could drop off the package on my way out. Finally, after sending the kit in and waiting 9 days, 7 of which were business days, I wrote an email requesting someone look into why I hadn't received my results when the box advertises results in 1-5 days. Got some complete crap response about how time was extended "because the lab doesn't operate on the weekends" (again - 7 of these days were business days, so.. okay??) and there was "a minor issue causing a delay". Thanks for that nothing burger of an explanation. Finally got my results the day after receiving that response, which makes me believe they had it waiting on a shelf until they received a complaint.
Response from myLAB BoxNov 15, 2023
We sincerely apologize for the frustration, JW. We take your concerns seriously. We've sent you an email to investigate your experience further. And to resolve this matter privately. Best, Hannah