Better2KnowRecensioni 

I ordered the "Peace of Mind" STI test and was set up quickly with a local lab. One month after testing and still no results or refund despite contacting and discussion the situation with their customer service. At this point I could have had 3-4 new tests with results. Beginning to believe that I will neither see my results nor my money. Trash service - look elsewhere.

Fantastic service, Louise was extremely responsive and helpful. I needed my test for fertility preservation treatment and Louise answered all of my queries, and went above and beyond to get my results to me.

I would strongly recommend avoiding better2know for various reasons.

Firstly, there was a considerable delay in receiving my results, which I completely understand is necessary for accuracy. However, the lack of communication about the progress created significant anxiety, where I had to call/email to chase and question where my results were. When you do end up speaking to someone, they lack knowledge and are very rude over the phone.

For instance, when I finally received my results, I was simply told, "We don't know, consult your GP." This left me questioning the value of the service and the substantial cost involved. They seemed to offer minimal guidance and charged a significant fee for multiple "I don't know" responses.

To make matters worse, when I finally received my results, they were inaccurate. They stated that I was positive when I wasn't. Their explanation was, "Sorry, there was a misinterpretation of the results." Such errors are unacceptable for the price you pay for the service, and regardless this can lead to significant stress and anxiety.

The subpar quality of customer service, delayed responses, and the recurring lack of knowledge among their staff do not justify the high price they charge. I strongly advise against using this service.

I did bring these concerns to the customer service team's attention before posting this review, hoping to get compensation on the service I received. While they acknowledged the issues and offered apologies, they failed to take any accountability for the problems.

Despite a potentially longer wait for the NHS, I would steer clear of using the Better2know service. Despite their claim of being quick, their knowledge in handling such sensitive matters is severely lacking.

Cancelled my appointment but spoke with customer service agent who told me this was fine and I could get a refund. Now they are telling me I am not entitled to a refund even though I would not have cancelled if I was not entitled to a refund. Out of pocket €385 which is just devastating when the pharmacy didn't even incur any expenses (I spoke with them and they filled the slot I missed)

Better2know do performed an amazing testing service when I needed it. And Louise Wright always respond my question quickly. I really appreciate.

I was helped through the process all the way, finding friendly and helpful people who explained everything I needed to know :-)

Great customer service. Speedy results.

Elizabeth was just not an agent to take booking info but kind and caring also. She took interest to listern to my concerns and advised me accordingly. She answered all my question and went out of her way to encourage me with the stress and anxiety that i was experiencing.
Elizabeth, you simply awesome and I would recomend you to anyone needing support if i could. You really cared about me and my well being. God bless you...
B2K should have more people like Elizabeth. I cant thank you enough for your service, you went above and beyond for me.

Their website says they do a 10min rapid test. The site says £145. You have to phone up if you want it that day. They make you pay over the phone, then after they take the money say it is non-refundable and not a rapid test but you'll get results by 9am the next day guaranteed. Also if you want a rapid test it is £185 but this isn't mentioned on the website. You go to the clinic and they do a different test to the one you clicked on the website and asked for and they tell you it will take over 5 working days for results. The test is different to the one you ordered,they have your name and date of birth wrong and you have the test and have to discuss very personal details in the same room as other patients.

You phone up and they say they can't help, you have to email Louise Wright. You do. You speak to the manager the next day who says their website is not misleading and they don't know why someone would promise results by 9am the next day and you can't get a full refund due to admin fees. They say they don't record their calls due to privacy so 'you don't have any evidence to back up your claim that the worker said this' so there is nothing you can do about it. They are completely unsympathetic and unwilling to help. You don't get email Confirmation or anything. They say they can't tell you how much of a refund you might get and pressure you to just accept the the test results will be a week later. For £145. They say the blood rapid test is actually £195 even though it is not quoted as that price on their website and try and make you pay an extra £50 to get it. It also doesn't actually test if you have the condition, just if you have symptoms of it, which is not stated. When you say the website didn't show any of these prices and how it was misleading and you offer to send screenshots they refuse to look at them and just say they know how the website works.

You phone later to get a refund but the manager isn't there and no one else can help. You raise complaints but the agents never raise them, just say they will. You phone each day and email and say you are disabled. Each time it has to be the manager you have to talk to and she is busy. Eventually you get a response to your email saying they are sorry you feel misled, but you weren't and there will be no refund or help and it will not be possible to challenge or escalate this. You reply quoting their terms and conditions where it says you could get a refund and they are meant to have emailed you etc. You get a reply saying they can send it to managers.

Eventually they agree to a refund but no compensation, no apology or awareness that they need to fix this so it doesn't happen to anyone else. They are not transparent, no complaints policy or accountability. They are essentially scamming you by misleading you and hav no way of being held accountable. They are also trying hard to take this review down by claiming it is not based on a real experience despite knowing it is and I've provided proof of that. So watch out, you may find them trying to take negative reviews down.

I spoke to Jamie.he was great always ready to help. I had stressed so much about a possible diagnosis and he was so caring and supportive. He actually cared which is more than I can say for any of the NHS staff I had to deal with. Really just an awesome guy that help me deal with my stress and anxiousness!!! Thank you Jamie

I spoke to Thembi who was very pleasant to speak with. I was happy with how knowledgeable she was as she answered all the questions that I had.

I'm writing again as my review was "banned" and I noticed other people reporting the same. If you notice the most recent reviews that they didn't get the chance to remove yet, aren't great.

Test is advertised as 1-2 days, after reaching out I was advised 3-5 working days. 13 days later, my test never arrived and the person that was there "to answer all my questions" stopped replying once I asked for a refund. Meanwhile I have already received and done the test with another provider.
They literally just took my money and it was a massive headache to get it back.

I do not recommend using this company.

Excellent service received from agent. I would definitely recommend this company if you are not sure what to book. It’s quick, easy and the agent I spoke with made me feel comfortable and confident in what I’m booking. Many thanks Paul Summers.

Louise made a huge difference overall, providing timely responses and relevant information when available, raising the bar in customer service. Kudos to you!

For the test itself, being an early detection test I would expect faster turnaround times.

I have just used this service for a screening test and was extremely happy with the service that I received.
The testing process was easy, the results quick, and queries answered quickly.

Spoke to a woman can't remember her name but I think she was a manager but her knowledge was extensive and so confident I had confidence in her.

OMGwhat a relief to be treated with understanding and kindness, thankfully all negative.

Happy days

I had never used a service like this before but after suffering with symptoms for longer than I can remember and getting no where waiting for GP referrals, I was recommended Better2know by a friend. I found the booking fairly easy and my results came back within a few days of posting my sample to them.

Thank you.

I had such a good experience with this company. Needed to get myself and my girlfriend tested but wasn’t sure which tests would be best for me to purchase so I rang and spoke to a lovely gentleman called Dalen who had a lengthy chat with me about all my symptoms and advised me which was best for me. He was very patient and courteous and I can’t speak highly enough of him. I have worked in a contact centre for over 5 years myself and he is the perfect example of what a phone agent should be and how they should do their job, a real credit to the company. He also advised me then to ring back the following day to discuss my girlfriend’s symptoms with another lady called Margaret who was equally as lovely and helpful and I couldn’t speak highly enough of her either. Two absolute lovely people who made this negative experience that but easier to deal with. Very informative. Ordered the home testing kits they advised anyway so hopefully they arrive and it all goes smooth.

Thanks
Andrew

Such a quick response on the test just before I had to catch a flight