Does anyone have any tips on how best to successfully contact this company? Initially I had problems contacting them with a query about activating my account. I had no replies to my emails, but they did eventually answer one WhatsApp 10 days ago.
Now they’re not responding at all. I’m still awaiting my test results. Suggestions welcome.
Oh dear! I managed to get my money back from them for my minerals test.
I have 2 Whatsapp numbers for them. The first one was 'customer service' who responded pretty well. When they hadn't run several tests they gave me a different number to contact the lab.
Customer Service: +44 7737 331342
Direct to Lab about blood results: +44 7533 900649
Thanks….I have both those numbers, and they’re not responding to my specific enquiry: I just get a generic answer stating what that line is for!
How often are you messaging them? If you have someone else who could contact them, perhaps try from a different number?
If you get really stuck then claim your money back from your credit or debit card and get the test done elsewhere. That's what I would have done if they hadn't refunded me.
Their site is now saying it doesn’t recognise my phone number, so I can’t access my account! I did before, with the same number, What a shower they are.
That's really terrible. I'd just go for claiming your money back from the card you paid with and take your business elsewhere.
They are definitely a shower and no idea how they make any money at all!
A real shower! I’ve now got the results: only two out of the five minerals. And two that I had actually had the test for!
For one missing result it says there was an insufficient sample: I had filled it up to the line! For the other, it says the sample was too old. I posted it the morning I did the test. For the other missing result, there is just a blank, with no explanation.
Yes, I’m requesting my money back.
I wonder if any forum members have had a good experience with this company? It would be interesting to know.
I originally learned of the company on HU.
Yes. Same here though I have also found them when I've been searching for other blood testing company's on line. There's so many new ones now.
I think someone asked about minerals testing and I found the test that I then went on to buy myself.
How did you get the results in the end? I only got 3/5 results and only because I prompted them to ask where my results were and even then they still hadn't run copper which came later. They missed 2 completely and like you I had sent them 2 full to the brim vials of blood. There really should have been any excuses.
They got me to fill out a form for the refund and then the money went direct to my bank next day. They didn't really quibble.
From now on I'll stick with the more well known companies and the new one convenient to me is One Day Tests who have been very good so far. No complaints there.
I hope you get your money back.
Well, lucky you: you did better than me, since I only got two out of five results! I am awaiting a decision from them, but am sorely disappointed and have no faith in them.
I finally received the results by email…but at one point they seemed to be telling me (by WhatsApp) they didn’t have my email address!
This is the reply they sent me.
Hey, I wanted to update you on your sample. I spoke with the lab and they had to send it to our partner clinic for double-checking since the results were inconsistent. That's why there's been a delay. This is a laboratory procedure in these situations.
The lack of sodium and potassium is due to the fact that our partner clinic is no longer able to process these elements.
What we can do is send you a replacement kit for you to make a new sample for the lab to test the missing results.
Thanks for understanding. 🌸
So if their partner clinic is no longer able to process 2 parts of the test then how are they going to do it if they re run the tests? Also, why are they still selling the minerals package?
Anyways, lesson learnt!
SeasideSusie
Hmm.,. If their sister clinic is no longer able to process potassium, why did they send mine there? It was potassium that was too old for analysis!
The plot certainly thickens.
Jaydee I’m still awaiting the refund. They have agreed to refund, but say it may take up to 2 billing cycles before I get it. What nonsense.
Mine went through almost immediately or next day at least. I'd probably start a claim on the card you paid with it if were me.
Utter nonsense.
Staffsgirl
I would ask them how can there be insufficient sample when the tube was filled to the line
As for them saying the sample was too old, did they supply a tracked return envelope, if so did you make a note of the tracking number. Or did you send it back by Special Delivery and have a receipt with tracking number ? Either way you can check when it was delivered by going on to Royal Mail tracking page on their website as long as you have the tracking number.
They haven’t explained about the insufficient sample. As for the sample which was too old, they claim they sent the sample to their sister laboratory for verification and retesting: they claim this second analysis is ‘essential to validate the results and maintain (their) highest standards of precision.’ They say that during the process of re-testing at the second laboratory, the sample became too old to process. They haven’t explained the third missing result: there’s just a blank on the form.
I have requested a refund which they have yet to offer. They have offered me a replacement kit, which I have declined. I have no faith in this company.
So it was their procedure which caused the sample to be too old. A bit of a cowboy company by the sounds of it. I hope that you manage to get a refund.
Eyebrows have started growing again : )
Need Advice Please 
Increased anxiety…
Menopaused. Would starting HRT mean reducing NDT? Has anyone experience of this please?
I’m fine. Really?
