Cerascreen 

I ordered a blood test and was surprised that I was paying £4.99 for delivery.

The test arrived and I completed it following the instructions and posted it back off.

It's been ages since I posted the test off so I went online and filled in the form asking what was happening. I got told via an automated response I'd get a reply within 48hrs. I've heard nothing.

So today I call the number and I get told they can't do anything about it because I need the test code that was in the pack to be updated on the website. I didn't even have an account when I ordered.

I've done multiple blood tests through other companies and never had to do this. The instructions were not clear. They came in many different languages, so after finding the English version I followed them to do the blood test. Placed the sticker onto the test card and posted it off.

I paid £74.89 in total, the girl on the phone was talking over me and wouldn't let me speak. She was very defensive and basically said it was my fault and there's nothing they can do.

I repeatedly asked to raise a complaint with her and she wasn't having any of it. She merely said I can do that via email - yet didn't give me the email. I said I wanted a new test posted out to me if they have lost the other one.

The test SHOULD have my order number and email assigned to the test ID. This is not the customers fault that their system is this poor in what is almost 2024. I've never had this experience with any other company.

She then goes on to say I can get a new test sent to me for £15. Which is a joke, no doubt they would want to send me it and charge for delivery again.

As a company who claim they are "Accessible, understandable, reliable" - She was not understandable with me, merely said it was my fault, the service was certainly not accessible and certainly not reliable.

I don't see why she could not have just helped me on the phone. Surely I am not the only person who didn't realise I had to take the test ID and assign it to an online account otherwise there's nothing they can do. The instructions were not clear in saying this at all.

EDIT AFTER REPLY: A gesture of goodwill would be to accept that your instructions aren't very clear for customers. Accept that they aren't very accessible, and accept your customers view point. Instead of being defensive about it and point-blank refusing to accept any of the above. A gesture of goodwill would be to provide a new test for FREE not charge me £15 + £5 delivery for a new one when I've already paid £80.

I do not recommend this company. I regret that I didn't read the reviews before I ordered. When I ordered the test, no one told me that I would have to wait 2 weeks for the results. On Monday, I received a message that my test had arrived and I would receive the results within 3 days. Today is Thursday and I still haven't received anything. I want to get a refund because I had to take a test in another company where I received the results after 4 days, but my requests are ignored. I recommend paying £20 more but doing the test in another laboratory

I was nervous about ordering from Cerascreen given the negative reviews but did so as they were the only place offering the test I needed. My experience with them was very good.

The test kit, which arrived the day after I'd placed my order, included a pre-paid tracked return envelope. Their tracking information was a bit delayed - it took them a couple of days after Royal Mail had delivered to tell me they'd received the sample and it was being forwarded to their lab. I received confirmation of its arrival in the lab a few days later, and fifteen minutes after that, I had my results. It was within the time-frame given on their website for that particular test.

For starters, Cerascreen is not based in the UK but Germany. This means all samples get forwarded onto their German lab which adds time to the whole process. They are not up-front about this from the website.

I had huge problems registering on the site after sending my sample back and each time I tried a password reset, I was faced with German legalese - not helpful.

Customer service took 4 days to reply to me and then were fairly dismissive of my experience including the fact that they are in breach of UK trading standards if they fail to ensure the entire website is in English.

I eventually got my results but will not use Cerascreen again. Poor functionality driving the website, the fact the lab is overseas and lousy customer service - use a British based company is my advice.

I wish I looked at the reviews prior. I sent my first test which they couldn’t use so I thought fair enough, second test same thing. I have been waiting for my refund, can’t get hold of anyone. The entire thing seems like a scam. Avoid like the plague.

In response to Cerascreens reply. I sent 2 tests, neither could be analysed, I was told it is impacted by postage and goes to Germany it had to arrive in a certain time, no wonder it doesn’t work. They eventually refunded me after I contacted them on all platforms, called and pestered them relentlessly and then they refunded me a lower amount so I still had to chase them. DO NOT WASTE YOUR TIME. You can see from this reply how abysmal and dismissive they are, use someone else.

Hi. I have sent my sample 5 weeks ago and still had no news from the laboratory. I have not found a way to write and ask if this will take much longer.

Bought the test on the strength of receiving test results, “ within a few working days “ as stated in their Amazon shop. Sadly reality is very different. My test began its journey on the 10th of July , on the 27th of July I received a reply to my email asking when I could expect my results saying that I needed to be patient!!! Today is the 2nd of August and the app is still showing analysing sample at the laboratory. Rather fed up of being patient now.
I wouldn’t recommend cerascreen if you need fast results.

I ordered a two tests from this company on 18/07/2023. I did not read the reviews initially (or I would not have ordered) which was my own fault. Nevertheless, despite the negative reviews, I remained patient as I had already placed the order and sent the samples off.

The first test eventually arrived at the laboratory on 25/07/2023 and was told it would take around 3 business days to generate the report with my results. It should be noted that most companies usually have the results back to me by this time. This service was therefore considerably slower than any other blood test service I have ever used. However, I did not receive the results in 3 days, but I did receive an email on 29/07/2023 saying that it was not a problem and that my results would be delayed.

The second test is apparently in the laboratory and I presume I will receive a similar email about 'delays' in the coming days.

Overall, the entire process of dealing with this company has demonstrated a lack of credibility and commitment to the service that they provide. Consequently, I will place little faith in the accuracy of any results and will treat this process as a very expensive mistake and will not use this company again. I would unequivocally advise others to also order tests elsewhere if you want efficiency and accuracy - as if they cannot get their timescales correct, then this places a lot of doubt on anything that this company does.

I took their food allergy test TWICE. Followed all instructions on the test and sent it out on a Monday as instructed, each time registering the test on their website. Weeks later I get no promised notifications or updates so each time I contact customer service, get no response from them but the same day I finally get a notification that my sample has now been "received" and will be processed. Each time the next day I get another alert email saying that unfortunately they cannot process the sample as it is "too old" and that this is "rare". Well, twice out of two attempts is not rare. EDIT: I will try ONE more time but it is obvious that me taking the samples on a Monday and sending them out the same day is not the problem here, the third attempt next week will prove whether it is a scam or not...

I have ordered several different valuable hometests from here and have always been pleased.
Makes me know more about my health and I dont have to visit the doctors as often.

Stay away from this company !

I received a DNA Fitness test for my birthday (value of £140 on their website !).

I send my first sample on the 27th of March - Sample could not be analysed.
Cerascreen sent out a free test replacement

I sent the second sample on the 13th of May - Sample could not be analysed, AGAIN.
Cerascreen sent out a free test replacement

I sent the third sample on the 5th of June - Sample could not be analysed, AGAIN

I asked for a refund and had been refused, and has been asked instead to get a FOURTH replacement test, which I have no confidence will ever be analyzed.

In summary, it has been an awful experience. I have spend more time speaking to this company that I have enjoying any result from the product. For what was meant to be a birthday present, I'll be waiting for my next birthday to maybe see a result !

DO NOT BUY FROM THIS COMPANY !

No results
And no refund
Impossible to 'log in'
Actually paid for help to navigate but there is NO way to gain access
Emails ignored
This is theft !!!!

One month has passed and no test results. First they lost the test I sent back, then they sent a replacement test which 2 weeks later has not arrived. Now they are refusing to provide a refund until that test arrives which is ridiculous. I am sure it is lost. I will escalate this. Stay away from this company!

I sent my PSA blood test on a Monday morning as cerascreen wanted early week post. 2weeks later they informed me that blood test had now been forwarded to laboratory?. Another 2 weeks and my results were back, I could not access the results without a filled in questionnaire of which I had done and they informed me that was to activate. Still nothing.
I can not email them or phone.
Unfortunately Cerascreen have just wasted my time, I can not recommend them.
Kenneth Griffiths.

Avoid. The timelines for processing the test they state on the website are no way near the actual time. Instead of '2 business days' - mine took weeks and still no results in sight so I had to go elsewhere.

Sent my test off 10 days ago, no communication except from saying the sample could not be analysed. Contact and support service is very poor. Don’t waste your money!

Started to buy something from their website. One page on it headed 'payment and shipping' says "All orders quality for free shipping! There is no minimum amount that needs to be spent to qualify for free shipping" - but then I realised that they were adding £4.99 onto my basket for shipping under £50. Not sure if this is legal but certainly dodgy, went elsewhere.
Update 5th June: Cerascreen states in its reply that I should "Please read this information carefully to avoid any inconvenience" i.e. they are trying to gaslight me into thinking that I was wrong, rather than admitting that they have changed the 'payment and shipping' page on their website which used to say that all shipping was free. NOT a good look!

Received the kit on time but after that things went downhill all the way. I now regret not having checked Trustpilot prior to ordering a cholesterol kit (for my wife). The instructions were followed to the letter but when we highlighted to their customer service that no result had been received, we were advised that the instructions stated that no sample should be taken for submission until Cerascreen gave an OK to proceed following submission of test ID. The instructions supplied stated NO such thing! Now it's 17 days since the sample was mailed and I would have no confidence in the result even if it arrived today (which I doubt). Therefore I have requested a full refund. Go to your GP!
P.S. Since writing my review I've had a completely contradictory reply where Cerascreen has suggested that by telling customers to "wait a few weeks before taking the sample" that their "customers do not have to endure extended waiting periods" - go figure!
Anyway to be fair, I have received my refund and will revert to GP blood tests in future.

My partner and I each submitted tests to Cerascreen on 25 April 2023. We both received emails on 27 April 2023 confirming that they had received our tests, but we had no communication since.

They have no contact telephone number. I have contacted them, but not had anything more than an automated receipt email.

When I logged in to my account with them, I noticed that they are now displaying the following notice on a banner at the top of the page:

“Dear customers, please refrain from sending us any samples for the below tests until further notice. Our laboratory is relocating and is currently not be able to evaluate your samples.
This only applies to the following tests: hsCRP Test, PSA Test, Cholesterol Test, Iron Test. If you have any questions, please contact our customer support.”

There was no mention of relocation or associated delays when we purchased the tests, no mention of it when registered the tests and no mention of it when we received email confirmation re receipt of our test samples.

Furthermore, it would appear from their relocation message that they are still selling tests, despite the fact that they are unable to process them.

They are a disgrace and should be shut down or at the very least, investigated.

I am starting to wonder if Cerascreen are little more than snake oil salesmen.

I would rate them zero stars if that were possible

PS please note:
1. I have already contacted Cerascreen's customer services online. They have not responded.

2. Cerascreen did not leave a specific email address or contact number in their Trustpilot reply to my review.

3. As mentioned in my review, Cerascreen do not list a telephone number on their website.

So as you can see, Cerascreen's response/apology to my review is just insincere lip service. BEWARE!

I received my test promptly and sent it back as instructed. However, I didn't get my results in the time scale they told me, so contacted them. They did reply, and the results did get to me a few days later.
This is not my main gripe though. It says that if you want to take further tests (in my case I have quite severe food problems which I want to sort out) to contact them as they will advise as to which test is best. I did this, explained my problems in detail, got a ticket number, but several weeks on have not had a reply.
You would think that they would be keen to maybe sell another test to me, but apparently not.
All in all then, not a great experience and leaves you wondering whether the comments by other people on here have some credence and it really is just a scam.

Following the reply from Cerascreen, here is the ticket number [#221319] Food reaction test