Better2Know - Bristol

C C.

Scammed. Misled. Would give a zero if possible
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.

Angel P. V.

Do NOT order tests with this company, they are not reliable and cannot meet the service standards advertised on their own website. I ordered day 2 Covid tests, and they did not post them in time so I had already left the UK again before they arrived at the address where I had been staying. I contacted them for a refund, and they have point-blank refused - blaming the Royal Mail (and me for choosing this cheaper option, rather than paying to have the parcels tracked...) - when it is clearly their fault for not posting them in time! Looking at the other reviews, I have no idea why this company is still listed as a government approved test provider!

Meg P. (.

I ordered from here before I saw all the 1 star results. I was pretty worried but the process was actually great. It was originally an antigen test, but when the new restrictions came in they emailed me and let me upgrade to PCR for about £35. I was emailed when the test was dispatched, with a link that would enable me to track my completed test return. The PCR was waiting for me when I got home. I completed it and sent it off. I checked the tracking link and it had arrived to the lab by the next day. My results were then available on the patient area by the following day. Really pleased with the whole process and enabled me to get out of self isolation really quickly. Would recommend and use again.

Victoria V.

I HAVE BEEN COMPLETELED FRAUDED. DON'T BUY HERE THE COVID TEST!!!!!! I bought a Covid-19 Fit to Fly Test and Certificated, priority service to make sure I was going to have the results on time to get my flight that was yesterday (06/12/2020). I followed all the instructions correctly. I took my sample and posted it into a priority box the day before (last Wednesday, 02/12/2020) my required window began. I never got my results so after speaking with 3 differents assistants by phone they told me that my sample didn't get to the laboratory so I couldn't get my flight. Furthemore, I was moving from UK to Spain because I had to do important exams in Spain so I had to stay in a city (Bristol) where I don't have a house. I have lost a total of 140 pounds of the flight and train, 245 pounds for the Covid-Test and 170 pounds for the new flight.

Dan S.

Con or useless. Sent the 48 hour test off Monday 21st December in readiness for Christmas Day. Still have not had the result today. Missed Christmas Day and had to have a blood test on Boxing Day.
Explained the situation to Louise Wright (services manager) and asked for a refund, who confirmed I can have a refund if I send the UNUSED test kit back minus £50 admin fee. Set fire to the £125 will save time.

Christina

This is my first review in google. I did the day-8 covid test on Saturday and sent it on time but I still have not heard it from them. Today is 5th day. For day-2 COVID test result, it took 5 days full as well. I don't think I will recommend this company to anyone, especially for the day 2 and day 8 COVID-19 test.

Cordelia H.

I ordered a urine culture test on Monday and it came on Saturday! By then I had an NHS appointment but only got a partial refund. Very disappointing.

Will N.

So slow.