Sent my test in over 2 weeks ago, still no results, no one answers the phone, or responds to emails
Sent my test in over 2 weeks ago, still no results despite it saying they provide results within 3-5 days. No one answers the phone, I was number 1 in line according to the automated voice message for 20 minutes eventually hung up. I have sent two emails to support @ mypetsensitivity dot com and still no response.
Response from My Pet SensitivityFeb 9, 2024
Hi,
I'm sorry to hear about this,
To resolve this issue promptly, I kindly ask you to reach out to us via email or telephone. Our team is here to assist you and ensure that your samples are properly received and processed.
Thank you for bringing this to our attention, and we appreciate your patience as we work to address this matter.
Kind Regards,
Customer Support Team
SM
susan M.
Dont Purchase!!
Sent off sample. Got lost in post apparently. Unwilling to do a refund. Customer service unwilling to help so it appears £40 is now down the drain. They said we can give it to a friend. Why would I want to give a £40+ item for free when it is meant to be for my dog. I'd avoid at all costs unless you want to loose your money then be given an excuse. Asking for a refund you would think I've asked for the world.
Response from My Pet SensitivityFeb 8, 2024
Hi,
We're sorry to hear about your experience, and we understand your frustration.
We take these matters seriously and would like to investigate further to rectify the situation. Please get in touch with us so we can address your concerns and work towards a resolution.
Kind Regards,
Customer Support Team
SS
Soleil S.
Not useful at all
After I sent off the first sample, I waited for 2 weeks without getting any results. When I contacted them, they told me it could take more than 2 weeks. I waited for a couple days more and finally lost my patience. I requested cancellation but was told it had been more than 2 weeks and they would not grant it! So I resent my sample with tracking since it was the only option left for me. This time the results came back less than 3 hours after I received notification that it was received. It made me doubt if they actually ran the tests.
About the test results: they were pretty much useless with all their disclaimers about how “sensitivity” does not mean “allergy”, and how daily food could come up as “sensitivity”. For example, my dog had hair loss and a hot spot, which prompted me to test him. During the time I was waiting, I put him on home cooked chicken and sweet potato and rice. His skin issues resolved. Yet, the first thing he was sensitive to, according to the test, was chicken! It can be explained by the disclaimer that daily food can come up as sensitivity, but if that is the case, it is really not an useful test to help owners find out what really bothers their dogs! They recommend elimination diet, which of course makes sense, but you don’t need this test do elimination diet (start simple and slowed test out each ingredient you want your dog to have).
Response from My Pet SensitivityFeb 8, 2024
Hi,
Thanks for sharing your review,
We're sorry to hear about the challenges you faced with our service and the test results. We understand your concerns and frustrations regarding the delay in receiving your initial results and the interpretation of the sensitivity test.
Please rest assured that the analysis of your sample was completed successfully, and the results provided are unique to your furry friend.
If you have any questions or need further clarification about your results, please don't hesitate to get in touch with us.
Kind Regards,
Customer Support Team
GD
Gerard D.
May be a Fraud
I feel that this company may be an internet a fraud. They claim to give you results within 3-5 days of receipt of a sample. Its been 11 days for me and I haven't received any notice from them.
They also don't disclose that the address where you send you sample is not their company, it is a freight forwarder called my Way.
This company and their alleged lab is located in the UK. I emailed them and asked for information on the lab in the UK and I haven't received anything.
This all sounds very fishy. I think I am going to dispute the charge on my card.
Response from My Pet SensitivityFeb 7, 2024
Hi there,
Thank you for reaching out.
I'm sorry to hear about your experience. We aim to provide results within 3-5 days upon receiving the sample and promptly notify you upon receipt.
After investigating your case, it appears that we have not yet received your sample. Please get in touch with us if you require any further assistance or if you have any questions about the process. We're here to help.
Kind Regards,
Customer Support Team
KK
Kimberly K.
No test results, no communication
I sent in my sample. I inquired by email and phone. No response. No results were received. I will ask for a refund, but I doubt I will hear back from them. Terrible experience! Don’t waste your money.
Response from My Pet SensitivityFeb 7, 2024
Hi,
We apologize for the inconvenience you've experienced and appreciate you bringing this to our attention.
We have been corresponding with you via email, but if you cannot locate these messages, please reach out to us again.
We are committed to resolving this issue promptly and ensuring your satisfaction. Thank you for your patience and understanding.
Kind Regards,
Customer Support Team
AF
Anne F.
Have still not received!
Have still not received!
Response from My Pet SensitivityFeb 6, 2024
Hi,
Just a heads up: we don't send out physical test kits.
After placing your order, you'll get an email with your unique code. All you have to do is complete our online form, which helps our lab team process your results swiftly upon arrival. Following that, you'll receive another email with instructions and the address for sending your sample.
Questions? Feel free to ask. We're here to simplify things for you!
Kind Regards,
Customer Support Team
GN
Glen N.
Never received my product I paid for
Never received my product I paid for
Response from My Pet SensitivityFeb 6, 2024
Hi,
Just a heads up: we don't send out physical test kits.
After placing your order, you'll get an email with your unique code. All you have to do is complete our online form, which helps our lab team process your results swiftly upon arrival. Following that, you'll receive another email with instructions and the address for sending your sample.
Questions? Feel free to ask. We're here to simplify things for you!
Kind Regards,
Customer Support Team
CH
Charlotte
Wouldn’t bother!
Been emailing customer service for clarification as there is a lot of conflicting information on my report but they don’t respond. Very unhelpful!
Update: They responded below saying they would help but I’ve emailed again TWICE and nothing!
Response from My Pet SensitivityFeb 6, 2024
Hi,
I apologize for the inconvenience you've experienced.
I cannot see an email from you regarding this matter. Please reach out to us again, and we'll do our best to assist you and provide clarification on any conflicting information in your report.
Kind Regards,
Customer Support Team
