The Regenerative Clinic - London

Peter D.

I got a fit-to-fly PCR test at the Brighton branch and it was fine, all went well, friendly staff, etc. After the test I was handed a 'International Arrivals Day 2 Rapid Antigen Test Kit'. The person who gave me the kit said, "you have to do this test when you get back to the UK" and that was all. I left the test at home so I didn't have to carry it with me in the USA, but took a photo of the box which had a barcode with a 9 digit alphanumeric identifier under it - as I did with all of my other Covid test docs, travel insurance, etc. The night before my return flight when I checked in online, there was a notification from the airline that I had to fill in an online passenger locator form which asked for the day 2 'reference number'. When I entered the number on the box it was rejected and I couldn't complete the form. I couldn't find out why, and the next morning I emailed the Regenerative Clinic but didn't get a reply, then managed to call my wife who found the test kit, read the instructions, paid the fee of £39, and I managed to fill in the form. I wish it had been made clear that all of this had to be done before I returned to the UK. Who needs added stress at a time when travel is incredibly stressful anyway? It took hours for me to sort this out. I went to the Brighton clinic and spoke to a member of staff who apologised for the mix up, but she agreed that the process involving arrivals tests is not very clear. So why wasn't that point made when the test kit was given to me? Altogether I paid £118 for tests, plus additional phone and data costs incurred in the US but words are free to dispense - I would like to have heard more information and instruction when the test was first given to me.

Clarissa D. A.

It was my first time to go to my holiday, I feel some worries if it is no hassle to fly but in time I've got my result in my email inbox and I was relieved. Thanks to all the staff of The Arcade Bournemouth for your kind assisted on me. Keep it up😍

Alex B.

Absolute joke of a service, as you can clearly see from the photos.
Booked a test for 10 AM and arrived on time just to find a cue of 25 ppl. Clearly money hunger and a poor management can be translated into OVERBOOKED. Also hope Canary Wharf Management will take some action as the waiting crowd blocks exist/access routes to DLR.

Marije (. G.

The clinic doesn’t live up to its obligations. The day 2 test as well as the fit-to-fly-test were late. Don’t expect your test results within 40+ hours. Please note these 40+ hours only apply when you call customer service yourself.
Making an appointment was quite easy. Customer service is polite, but I’m sorry to say that doesn’t get your results in time for your flight.

***
Regen Clinic team has replied and asked us to send an email. We did no reply. That was 1 week ago. I wonder what their response time to mails is? 48 days? 48 months?

Leanna B.

My partner and I booked a Day2 test back on 8/19, waited a week to receive our Unique Reference ID and emailed the clinic directly, no response. Finally, I received the auto-generated response including my ID on 8/28, but my partner is still waiting for his and has emailed directly requesting it last week. Also no response.

Understand you guys are busy, but to be 3 weeks behind on sending these out what's said to arrive within 1 hour AND not responding to emails sent, there is no excuse for. Hoping our experience getting tested at your clinic when we arrive is better than what we've seen so far.

Rita L.

The staff is very friendly and helped me calm all my worries about getting the results in time for my flight. I took the PCR test on a Thursday 17:30 to fly on a Saturday 07:20. Results arrived Friday 18:00. Great personable staff and the test was done very quickly and with almost no discomfort.
100% Recommend.
Lady at the reception (I forgot to ask your name) THANK YOU!

Lisa S.

My family & I needed rapid antigen tests for travel abroad, & we had incredible service at the Kingston clinic.
Easy to book, such professional and lovely receptionists and the nurse was extremely gentle and considerate. We were given our results verbally instantly, then the written confirmation arrived within an hour or less.
I would recommend to anyone, especially those who may struggle with these tests, because they were so friendly and helpful and made everyone feel at ease.
Our travel went without a hitch & the test was valid for where we were going

Heather

UPDATE: On return I had booked my 2 day PCR test that was supposed to arrive on 13th December. It did not arrive, I am once again on the phone with customer services who are struggling to understand what has happened (again) and have no PCR test...

DO NOT USE THIS COMPANY

Today I upgraded to an express 4-hour test. I took this test at 9am GMT with results expected to be sent by 1pm GMT latest.

At 1pm I did not receive my results. I tried to call but there was a very long wait (I was number 79 in the line), so I went back to the local clinic where I had the test in the morning where the manager and her colleague tried their best to help me.

They had to call several people and I waited in the clinic over an hour and a half to get to the bottom of what had happened. Simply, my test had not been processed and if I had not gone into the clinic, I have no idea if it would have been. At this point people in my business were waiting for that information with a knock-on impact. Not only that but I had to take 3 hours out of work to deal with the issue and my results were over 2 hours late.

I understand there was one other gentleman waiting to get his express test with the same issue, only he was waiting to visit his sick child in hospital and could not do so until the test was returned. I can only imagine how frustrating it was for him.

I have emailed and asked for an explanation for the inexcusable experience I have had with this company as well as a full refund. I did not expect to pay almost £400 for something they could not deliver, this is misleading.

All this being said, the staff in the Kingston branch could not have been better and I would like to thank them for helping however they could .