There was no way to leave a direct review on their website. I was not disappointed with the shipping. The customer service was good and they shipped me my 2nd test for cheap. I was unable to collect e... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I have used mylabbox for several years. Initially, I had no problems with them, now, I have continued to have issues with the tests that I order from them. They continue to send me the wrong collectio... See more
Company replied
Yes, shipping takes much longer than expected. Yes the kits come with confusing and conflicting information. Yes the support people take a long time and their responses are not always clear. Bu... See more
Company replied
Terrible. Kits arrive incomplete and even after contacting customer service, some components never arrive. There is no tracking information, so good luck figuring out when it arrives. Shipping back is... See more
Company replied
Company details
Written by the company
myLAB Box is the first and only nationwide at-home STD testing service in the U.S. It empowers users to take control of their health with easy, affordable and convenient testing solutions for prevalent infection risks. The myLAB Box test service is available in all 50 states and produces lab-certified results as accurate as testing in a clinic or a doctor's office in just a matter of days. Championing the motto "Safe is Sexy" we offer you a solution with unprecedented ease, convenience and price and links testing to treatment faster than any other conventional and alternative testing method. Suitable for men and women, our service empowers you to detect infections early in or out of relationships and take better care of your health.
Contact info
United States
- customerservice@mylabbox.com
- mylabbox.com
1.9
Poor
427 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 91% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
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I paid extra for overnight shipping
I paid extra for overnight shipping. It’s been a week and I have not yet received it, nor is anybody in customer service responding or even caring. I spent more money than I had and needed results fast. Now I can’t in touch with anyone for help, so no refund, no test after paying for it, and no help at all. This company is a scam.
June 3, 2024
Unprompted review
Reply from myLAB Box
Dear Jay,
Thank you for sharing your feedback with us.
I understand how frustrating this must be, especially after paying for expedited shipping and not receiving them as expected.
We are happy to resolve this concern for you; please email our customerservice@mylabbox.com.
We appreciate your patience and understanding.
All the best,
Hannah
Not worth it
I did the men's 14 panel test. I collected my samples on May 14 and mailed it from the post office that day. I got my results on May 30. My blood samples filled each circle and bled through to the other side like instructed. But my HIV tests and syphilis test show "insufficient specimen received." I've never had that issue when my doctor's office does testing -- and I get results within three days. Plus, it took all day to get the results - my account showed no results and kept telling me that my UTX number was already linked. Clicking to get my results directly from the email did nothing. This was my one and only attempt to do something easier than going to the doctor's office.
May 30, 2024
Unprompted review
Reply from myLAB Box
Dear Leo,
Thank you for sharing your feedback with us.
I'm sorry to hear about the issues you experienced with the men's 14-panel test. It must have been frustrating to go through the process of collecting and mailing your samples only to find out that some tests could not be completed.
For the integrity of the tests, the lab determines the sample's viability.
We are happy to resolve this concern for you; please email our customerservice@mylabbox.com.
We appreciate your patience and understanding.
All the best,
Hannah
Customer Service
I had some issues with receiving my package due to me putting the incorrect shipping info, and Victoria was so much help! She was able to provide me with a replacement ASAP and help me update my shipping info!
May 15, 2024
Unprompted review
Reply from myLAB Box
Dear Bri,
We appreciate your kind words. We are glad Victoria was able to help out and especially considerate regarding the shipment of your order.
Feel free to let us know if you have other concerns.
All the best,
Hannah
A lot of bleeding for no results
It was taking a long time to get my results, so I reached out to customer service for an update. They explained that there were "technical issues" that were preventing them from processing my results.
Then another test kit mysteriously arrived in the mail. I asked if I was expected to take another test, but the customer service rep told me it was mistakenly sent to my home and that I could throw away the extra kit. It's unclear to me if they even have my results. Another rep gave me a different answer about my sample claiming that it was an issue with the way I registered it, which is odd because I can see the registration in my account.
I asked for a refund, but they insisted on sending me another kit. I grudgingly agreed, but the second (or third if you count the kit that was mistakenly sent to me) test strip dries out before the blood reaches the required line. These tests require quite a bit of blood, and I'm so frustrated by the whole experience that I am loathe to continue pricking my fingers. I'd really just rather have a refund and move on with a more reliable service that has their operations in order.
May 10, 2024
Unprompted review
Reply from myLAB Box
Dear Heather,
We appreciate you sharing the experience you've encountered. Your feedback is invaluable as we strive to improve our services. We understand your concerns regarding the process and the inconvenience caused by the delays and contradictory information given. We are actively investigating the technical issues that affected the processing of your results and are working diligently to ensure such issues are promptly addressed.
We completely understand your desire for a refund, and since these concerns are personal, we'll reach out to you regarding your concern. Your satisfaction is paramount to us, and we appreciate your patience and understanding.
Your health advocate,
Hannah
Terrible wait times for shipping&results
Nothing about this was a good experience. Poor communication on how long shipping will take, and constant issues registering the kit and accessing my account. Just go to the clinic. The 5 minutes of embarrassment is a thousand times better than spending $200 to wait around for something that may take a month to get back results.
May 9, 2024
Unprompted review
Reply from myLAB Box
Dear David,
Thank you for sharing your experience with us. Your feedback is incredibly valuable as we continuously strive to improve our services. We understand the importance of clear communication regarding shipping times and the registration process, and we apologize for any trouble this may have caused.
We're actively working to streamline our processes and enhance our communication channels to ensure a smoother experience for all our customers. Your experience does not reflect our standards, and we're committed to quickly addressing these issues.
If you have any more concerns or if there's anything we can do to help you, please don't hesitate to contact wecare@mylabbox.com. We appreciate your patience and understanding.
Your health advocate,
Hannah
Great customer service
Great customer service! Even when they were having facility processing issues, Viktoria was always responsive with answering all of my questions. Results came in 2 weeks prior to my doctor's visit so no more pap smear or HPV tests for 5 more years! At home convenience is the way to go.
May 6, 2024
Unprompted review
Reply from myLAB Box
Dear Tracy,
Thank you for your kind words and understanding during the recent processing issues. We're thrilled to hear that Viktoria provided you with excellent customer service and was able to address all your questions promptly.
Your feedback is important to us.
Don't hesitate to get in touch with us at wecare@mylabbox.com.
Your health advocate,
Hannah
I have sent my test since april 18th…
I have sent my test since april 18th 2024 and no result yet as at May 4th. I have even called them several times either no response or they tell me their factory processing result is down.
You guys promise better; this is fraud!
April 18, 2024
Unprompted review
Reply from myLAB Box
Dear Tee Dada,
We sincerely apologize for the delay in receiving your test results and for any inconvenience this has caused you. It's disheartening to hear about your experience, and we understand the frustration of waiting for significant results.
Your feedback is important to us.
Don't hesitate to get in touch with us at wecare@mylabbox.com.
Your health advocate,
Hannah
Shockingly slow
Shockingly slow. Takes forever to get the kit and takes forever to get results. I’m talking extra weeks, not extra days. If you need anything like timely results, do not use. And I live in Chicago, not some rural area. I deeply regret using this service.
April 15, 2024
Unprompted review
Reply from myLAB Box
Dear Tim,
We're genuinely sorry to hear about your experience with our service. We understand the frustration of delays, especially when receiving your kit and getting your results promptly. This is certainly not the level of service we aim to provide.
Your feedback is important to us.
Don't hesitate to get in touch with us at wecare@mylabbox.com.
Your health advocate,
Hannah
Ordered a test kit and it never arrived
Ordered a test kit and it never arrived, yet they took my money. I e-mailed customer service with the order number and no reply. I called customer service to get a voicemail. Fraud.
April 26, 2024
Unprompted review
Reply from myLAB Box
Dear John,
I'm sorry you have not received your package, yet.
In some situations, couriers may encounter delays in the delivery of orders.
I believe one of our representatives has contacted you and provided the shipping details as well.
Your feedback is important to us.
Please contact us at wecare@mylabbox.com.
Your health advocate,
Hannah
Do not use
Do not use. 4 weeks of wasted time. 2 weeks after I ordered I still had not received my order. I messaged in and find out there was a “shipping error” and decided not to inform me. And we’re waiting on me to contact them. There was no error in the address.
After reaching out to customer service about replacing it for free they gave me a code to use online for a free test kit as a replacement. The codes they gave me did not work, delaying the process even more. After ordering my replacement kit and still not getting it for OVER 2 more weeks. I was left with no choice but to call and demand a refund. Do not use this company
April 15, 2024
Unprompted review
Reply from myLAB Box
Dear Michael,
At myLAB Box, we prioritize empowering our customers with the health data necessary for informed decisions. That's why we're committed to offering replacements, even in cases involving courier issues.
Despite efforts our representative made to deliver your package, we hope you understand that courier problems are beyond our control.
Your feedback is invaluable to us, and rest assured, we will future check with the courier what happened to the delivery of your package.
Please contact us at wecare@mylabbox.com.
Your health advocate,
Hannah
Great customer service …
I received a cortisol test—the original tubes were flawed—they could not process the samples that leaked.
They corrected the issue by sending a new kit without charge. The representative was kind and quick to solve the issue.
April 12, 2024
Unprompted review
Reply from myLAB Box
It's reassuring to hear the CS agent were swift in addressing the issue. Thanks for sharing your experience, VM!
Please don't hesitate to reach out if you need anything else.
Your health advocate,
Hannah
Helpful and reassuring
The chat assistant was very kind and helpful, and quickly addressed the issue (had ordered the wrong test)
Highly recommend!
April 12, 2024
Unprompted review
Reply from myLAB Box
That's great to hear, Andy! I'm glad our customer service is not only efficient but also kind and understanding. Thanks for sharing your positive experience; it's great to know it was sorted out. We appreciate your recommendation.
Your health advocate,
Hannah
Literal HELL on earth about HSV 2 test inaccuracy
I’ll come back and update this once my suspicions are confirmed but MLB ought to be held accountable for the misinformation and lack of it that is on their website for HSV 2 testing. Not only does the CDC advise AGAINST HSV 2 testing without symptoms but they encourage a two step process especially for those with low index readings between 0.9 and 3. I had a 1.32 reading which I’m 90% sure is a false positive and would have accepted that fate based on what is on the MLB website (you do not need to get retested if you tested positive). That is just NOT true especially if you request your index and it’s low. They do NOT willingly provide the index anymore. So many people are not educated on how UNRELIABLE HSV 2 IGG tests are when you’re asymptomatic and MLB boasts of their accuracy when even the CDC and FDA confirms they are not. My physician did her best but she basically told me the results were 90% accurate (not true) and that I can just do whatever I want with the information. I’m getting a QUEST test and then a Western Blot if need be but I’m psychologically damaged by this experience and should have never been through this. Similar to EVERYLYWELL, MLB NEEDS TO REMOVE HSV 2 tests from their website. I can’t imagine how many lives they’ve ruined and how many people are walking around thinking they have a virus they don’t. I’m so furious about the experience and the fact that I had to get education through Reddit and the CDC instead of the company I ordered from, that I’m thinking of pursuing legal action when my false positive result is confirmed. This is simply unacceptable.
This also caused psychological damage to an ex partner who I had to reach out to for testing. How dare you people do this to the GP and get away with it?!?! Are you not up on what is happening with the CDC guidelines? They literally sent out a letter in January. Have you read it??
Update! Today is 4/16 and I’ve been going through this since 4/4. I DO NOT HAVE HERPES! I will be reporting this to the FDA ASAP! Do NOT BUY THE HSV 2 TEST FROM THIS COMPANY. THEY’RE UNINFORMED AND IT IS INACCURATE. DON’T listen to what they’re saying in this response. There is NO disclaimer on their website. They claim once you test positive you don’t need to re-test. They’re in it for money and not for you! BEWARE!
April 2, 2024
Unprompted review
Reply from myLAB Box
Dear Valued Customer,
At myLAB Box we believe in empowering our customers with the health data they need to make the best decisions for themselves and their loved ones. This is why we proudly offer complimentary telehealth consultations - to explain individual results and what could be the optimal next steps or treatment options.
We understand that getting a positive result can be very distressing and disruptive. However, A low index rating is not necessarily indicative of a false diagnosis, so confirmatory testing is recommended.
For privacy reasons we cannot further address your test results on TrustPilot, however, we are here to answer any questions and support you in this process. We have shared your feedback with our Medical Directors and are available to discuss your concerns at wecare@mylabbox.com.
We value your feedback and trust and assure you we will take it to heart as we consider further improvements to our platform and service.
Sincerely,
Shaine | Operations Manager | myLAB Box
Online help for unregistered kit
Purchased a test kit (3 months ago) at Walgreens that the clerk failed to activate. Mel walked me through finding my e-receipt and registered the kit remotely for me.
April 10, 2024
Unprompted review
Reply from myLAB Box
Glad to hear that, Dave! It's frustrating when things don't go as planned, but it sounds like you found a solution with Mel's help. It's great that she was able to assist you and get your test kit activated. Here's to smoother processes moving forward!
Please don't hesitate to reach out if you need anything else.
Your health advocate,
Hannah
The A1C kit provides two needles and…
The A1C kit provides two needles and requires person to fill 5 circles, which is a lot of blood. In most circumstances the body clots before one can get enough blood to fill 5 circles. I asked for a refund and it was refused. Told I need to ask Walgreens. The Kit should warn purchasers that the test requires a lot of blood and you may not be able to draw sufficient blood.
At this point I feel I have no choice but to go to the FDA and post on social media to warn others. Filling 5 circles is not possible for most people so I think this test is a scam.
April 9, 2024
Unprompted review
Reply from myLAB Box
Dear Leonard,
Thank you for sharing your feedback regarding your experience with our A1C kit. We understand your frustration about the finger prick blood draw. We aim to provide a user-friendly experience, and we regret that this aspect fell short of your expectations.
myLAB Box has a 10+ year track record of excellence in at-home health. Our kits are manufactured in an FDA-registered facility. We only work with the best US CAP and CLIA-certified laboratories so rest assured our tests are among the best on the market. The 5-spot blood card is the industry standard and is recommended by doctors and experts for its reliability and accuracy. The contents of our kits were designed through rigorous scientific research to ensure reliable results.
Please note, we are only able to offer refunds for customers who have purchased from myLAB Box directly. However, we would be more than happy to supply you with additional lancets or a replacement kit and supplemental instructions to help you extract the blood drops necessary. Please contact us at wecare@mylabbox.com with your shipping details so we may further assist you.
Your health advocate,
Hannah
Reply from myLAB Box
Dear Jake,
Thank you for sharing your experience with our customer service.
Please don't hesitate to reach out if you need anything else.
Best,
Hannah
Seems to be a lot of people have…
Seems to be a lot of people have trouble registering their kits, and I did as well. I was assisted promptly by customer service, but if this is a common occurrence the company should look for a permanent resolution to keep these things from happening. Still waiting on my results and it’s been several days.
March 22, 2024
Unprompted review
Reply from myLAB Box
Dear Carrie,
We appreciate your feedback on myLAB Box and know that we take it seriously. We would be grateful for the chance to exceed your expectations and make sure you have a wonderful experience using our service.
Since this is a private transaction, please contact customerservice@mylabbox.com. We will work with you to address any issues you may have and ensure your satisfaction.
Thank you, and take care!
Best,
Hannah
Empowering way to self serve with your health
I’m so grateful companies like this exist to help self-serve. There can be such a stigma attached to testing for certain things (and the pain of insurance, scheduling, etc.), and MyLAB Box was so easy. I had to reach out with a clarification and a tracking issue, and it was easy to get help, too.
March 13, 2024
Unprompted review
Reply from myLAB Box
Dear Theatre Girl Reviews,
Thank you for sharing your experience with us! We're thrilled that our company provided you with a convenient and stigma-free testing experience. We understand the importance of easy access to testing and are glad we could assist you promptly with your clarification and tracking issue.
Please don't hesitate to reach out if you need anything else.
Best,
Hannah
Simple and convenient.
March 4, 2024
Unprompted review
Reply from myLAB Box
Dear Customer,
Thank you for your feedback! We're delighted to hear that you found our service simple and convenient.
If you have any further comments or suggestions, feel free to share them with us. We're here to help anytime you need assistance.
Best,
Hannah
Great experience w this company in…
Great experience w this company in getting a registration issue resolved. While it shouldn’t have happened in the first place, these things do happen, so it’s great to know there’s such a great safety net in place.
March 8, 2024
Unprompted review
Reply from myLAB Box
Dear Becki,
Thank you for sharing your experience with us! We're pleased to hear that we were able to resolve your registration issue effectively. While we strive to minimize such occurrences, we're grateful for your understanding and appreciate your recognition.
Please don't hesitate to reach out if you need further assistance.
Best,
Hannah
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