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Tony and the team were extremely responsive to my feedback, particularly after my review here. They helped me understand their backend process that can lead to the error I had on my test and how much of it is out of their control. They offered to resend a test for free, Tony said they've changed their policy to offer the free replacements as the standard, and I was offered a discount on my next test.
It was a great response and everyone was polite and solution-oriented. Ultimately my replacement was sent to the incorrect address - they used the address of my first order rather than the address of my latest order. The effort was so sincere, and the product so good, that it pained me to have that be the outcome. I will likely use them again in the future, but I'll need a few months to put this behind me.
Tip for consumers:
Put about 50% more blood in the collection device than instructed.
I've ordered a test twice now. They are easy and simple to use, but the admin is terrible. Both orders had issues, first had to be sent twice and they asked me to pay for the second. I declined and after multiple emails they agreed to resend for free. The second test they told me there wasn't enough blood to test and that I had to pay for them to resend. However, I used more blood the second time than the first and they wouldn't tell me why the test failed until I pressed them about it. I declined to pay, esp for an error that appears to be on their end. The customer service is response, but the org's operations seem to be off somewhere. I found it offensive that they resent the instructions to me and accused me of having done it incorrectly. I've changed vendors.
Tip for consumers:
Don’t use
Products used:
Blood test
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"It was super easy and convenient to be able to do this test from home. It saved me at least $250...
