Not the best customer service
I recently placed an order and due to reasons travelling plan was cancelled. Called immediately to cancel the test kits (within 16hrs of placing order). Was told the order has been processed and once you receive the kits, please send them back and refund will be issued. Upon asking for returns label, I was advised to send a receipt copy in email and refund will include the return shipment (Happy till this point as expected customer service). However when I received a refund email, they deducted £ 20 / kit as admin fee (kits were never open- Returned same day). No return shipment refund included in the refund ( paid £ 8.25 for express shipment) -
Only reason I went to the company was customer service but very disappointed. My friends who had similar circumstances had full refund from Randox without a question asked. I raised it to the supervisor/manager only to be told that they can apologise for the wrong information given. I have had better instances of customer service. If you want a good customer service - You will be disappointed- I feel that company cares more about deducting refunds than happy customers by giving wrong information about returns. I ended up losing 50 pounds without any testing by chosing Epistem. I even tried to resolve by speaking to manager and said I would need to buy test kits soon and will buy them from Epistem if I had good customer service just like other reviews.
What's the point of booking an expensive test (79 pounds per person) when you end up getting charged for admin fee and no returns labels. Instead you end up being given wrong information on phone conversation and in the end you lose your hard earned money in the name of policies. The higher management needs to revisit their policy of customer service... Seems like a rip off to me. Avoid if you want good customer service.