I thought I would get a full thyroid check done with this company as it is one of the ones listed on the Thyroid UK website. I have Sjogrens and despite getting my TSH checked annually, I thought it would be useful to know the breakdown.
First of all it took repeated messages to them after placing my order to actually get them to send me a test kit - I had to initiate a complaint procedure through PayPal. Eventually this arrived and I sent it back taking it in person to my post office to do so. Now apparently the lab says they never received the blood sample. As time has progressed the PayPal complaint is no longer open so I have no recourse to getting my money back. It just feels like this isn't a proper medical company running this operation?
What are people's thoughts about Blue Horizon? I'm quite upset as I don't work for health reasons so this was quite a lot of money just to write off.
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SjogiBear
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Sadly the post office assistant didn't say this would be necessary - I did actually ask but she said that it was a prepaid envelope which would get there fine - and neither did the company so I've only got a certificate of posting.
If you have a certificate of posting, either scan it and email to BH or post them a photocopy. They should honour this and send you a new kit. If they refuse, it might be worth having a look at the free advice available on the Consumers' Association (Which?) website to find out what your rights are.
I have used Blue Horizon several times and not had any problems.
As others have said, Royal Mail is slow at the moment - it is under considerable pressure and I know that a number of items I have sent in the past few weeks either have not arrived or taken a ridiculous time to arrive (e.g. two weeks for a letter to reach someone ten miles away - I could have walked and posted it personally, if I was fit/well enough!).
We are having to be more patient at the moment generally and particularly when it comes to mail services.
I'm sure BH will understand the situation and would hope they send another kit out.
I had a nightmare with them recently and even posted on here to ask if anyone else was having problems.
I ordered a food intolerance test. After three weeks and several unanswered emails (they won’t take calls) I emailed them having a (polite) rant at their customer service. Funnily enough they replied within two hours!! They sent me another test kit and it arrived within 24 hours so I don’t buy the post office problems they quote. I’ve got everything straight away from everywhere else. They said it must have got lost. Who knows. But taking three weeks to answer an email and resend was shocking.
I did the test and returned like advised on a Monday morning and my results were emailed to me by the Thursday which was brilliant. However, I was told a nutritionalist would call me the next day but over a week on and two emails still nothing. Tbh I think their customer service, at least currently, absolutely sucks and I’d use the other companies people here mention now.
I’d say send a polite but very firm complaint email outlining what you want resolved and how, and hopefully they’ll reply straight away. After all they are receiving negative publicity and I’m sure they’ll want to avoid that. Good luck. Sorry you’ve had problems.
One of my autoimmunie friends also ordered a whole load of tests from Medichecks at exactly the same time as me and everything came back super quick so I'm wondering if this company may be in difficulties at the moment. I'm just left hanging now and they have not replied yet to my email to them showing the certificate of posting but the implication was that it was my problem not theirs.
If you’ve got the certificate of postage you should be protected. I had that issue with a clothes company last year and as soon as they saw it they refunded me. So hopefully they will you. I’d keep on at them. It was the only way I got another test in the end!
Yes I think you’re right. They can complete the tests immediately without problem and also I got my next one the next day so pretty sure it’s their current customer service procedures. Hope you get it sorted out x
Have used them many times over the years and no problems - at the moment they are helping with NHS teating so there is a time lag but post - need to send priority and it works other wise there is a delay in things reaching destination. Hope this helps.
I ordered a test from Monitor My Health. I arrived two days after ordering. I got my results two days after posting off my bloods via usual prepaid envelope. So if this company can get it right, why can't BlueHorizon. And I don't understand what you mean about them helping with NHS testing, it's the labs that do the tests, not the company that sells the kits.
They volunteered to help out with covid 19 testing which apparently has slowed things u, labs were in short supply I think and BH is a big concern I believe. I sent something earlier to another person and was told by my local PO there was a 2 week delay so I paid the extra and it arrived at destination on time. My dog had to have a blood test and it arrived at the lab coagulated and unuseable. I live on an island so it has to go to mainland but post let them down. I expect they have had to make alternative arrangements also. Hope this helps to clear things up.
Oh right, well most of us are posting things within the mainland. My expereince of the postal services over lockdown has been very good indeed considering. I've even had things from Europe arrive much sooner than I expected.
I still don't really understand about them helping out the NHS, but whatever it's about they shouldn't be treating their private regular paying customers badly.
I hope I won't have to pay more to get another test done. If they need people to pay extra to send samples back tracked then they should have made this clear and I would have done so. I did ask at the post office and the assistant told me that there was no need as there wasn't any problem with the post. It's really not the kind of hassle I need right now - I'm already having problems with palpitations which is one of the reasons I was getting the thyroid test in the first place!
Hi SjogiBear I will contact them myself and ask them to contact you. I think they will send you another kit out. I need your name though so can you send me an email - enquiries@thyroiduk asap
Thanks for highlighting concerns - yes, Blue Horizon are very busy at the moment helping out with various bits and bobs and i'm sorry as this IS affecting our response time.
We're still here for sure.
General heads up for everybody, return post times are causing an issue at the moment, with everyone.
SjogiBear - can you direct message me your details and i'll look into this personally.
Weektimes, i'm manning the chat service, and I leave nobody behind!
I left a comment about an hour or two ago and then I received my results about 30 minutes later so I've removed my comment but will replace it with this to describe my recent experience for any others looking for feedback -
I read about them on here and only read positive things so I've no doubt they are a legit company but they are obviously struggling under the current pressures (understandably so). I went ahead and ordered anyway because their site says "Our service to our paying customers will not be affected by this." This is a bit misleading in my opinion because the service is obviously affected. I understand their service relies on other services (royal mail, the lab, the doctor) but ultimately, their service for paying customers is affected, considerably.
First issue was that I ordered thyroid GOLD and received results for thyroid BRONZE. I contacted them and they got back to me fairly quickly confirming the issue and said they'd contact the lab to correct it. The doctor's comments also mentioned a "rise" in one of my results, even though I've never done a test before so not sure how he pointed out a "rise". Obviously, this has left me a bit dubious of any results I receive now and I am probably going to have to recheck with another service just for peace of mind, so I feel I wasted my money with them ultimately.
The original results I received (incorrect test) showed as tested at around 2pm and I received them around 4pm the same day, so this took 2 hours for the doctor to comment. Excellent service and way quicker than I expected if not for the wrong test. For the correct results the sample was tested on the 19th and I received them on the 29th. The doctor added 1 comment to my results. I understand how busy they must be (especially the doctor) but I even asked if I could just get my correct results with no comment if the doctor was too busy and got no reply.
I realise these issues stem from the lab incorrectly testing my sample and the delay with the doctor and not necessarily blue horizon but it is still their service impacted and I had to ask for updates and question the incorrect results. I'd recommend using another service, at least for the time being, because many others seem to be coping better at the moment, and personally I'm going to use another service just to be sure of my results.
Thanks. I was considering using them but won't now. I realise they are helping out with coronavirus but they should at least put their customers first as we are still here requiring treatment and diagnostics.
Yes, posted blood back 22/05/20, no answers to emails, no answer on phone. I will be opening a dispute with my bank
Did you use a tracked service such as Royal Mail's Special Delivery which gives a tracking number, and if have you checked to see if it has been delivered?
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