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Reviews 689
Gines
Sep 20,2021If I could provide 0 stars I would. Day 2 test order however has not been received. No answer on phone calls and no reply to email. Money down the drain for a test which is required however not able to take and no further funds to order another one. Terrible service.
Clare E
Sep 19,2021Edit - it is now day 5 and we have still not received our day 2 testing kits or had any confirmation as to whether or not they have been dispatched. I received a generic response to raising the issue with them which said "please be assured you will receive your kits in time" even though the time has already passed! Considering this provider is recommended on the go to website, it has been a disappointment from the start. Firstly the prices advertised are misleading. Secondly, we ordered our kits on Sept 8th. We arrived back in the country on the 17th. It is now the 19th (day 2, the day we were promised our kits would arrive by as that is the day you are required to legally required to test) and our kits have not even been dispatched!! I think this is completely unacceptable given the cost and legal requirement. How can the government expect you to test if companies like these can't deliver on their promises?! Avoid at all costs!!
MARIUS
Sep 19,2021In general, I was happy with the service provided by EGL. I've got 2 issues though:1) when booking the day 2 test(last week on Thursday) I was told that I will receive the package on Wednesday. I have received the package on Thursday (24 hrs delay) with no further notification by e-mail, so the test result was delayed accordingly (which meant a 24 hrs delay for my return to work). 2) When trying to call the EGL call-center by phone yesterday, I could simply not get through: on a cue of 17 calls, in 1 hr 20 mins I did advance to position 7 and I stayed there for the next 15 mins, and I had to give up the call. The reason given by the answering machine was "the unexpectedly high level of calls".
Emily Homer
Sep 18,2021The main issue is that I posted the test back on Wednesday and by 5pm on Saturday still do not have results. Seemingly the only way of finding out what the timeline is is to call so I spent 1h10 waiting to speak to someone. The person I spoke to was helpful and friendly though. Other issues: The day 2 test only arrived on day 2 when we had ordered it a week early so I would have expected to arrive beforehand. It was signature tracked which is an issue if you are not in to receive it.
Patrick Blenkinsopp
Sep 18,2021Excellent service with clear instructions and simple to do. Slightly more expensive than some others, otherwise no complaints.
Miranda Johnson
Sep 18,2021Ordered pre departure lat flow tests couple of days ago, no communication. Can’t log on website to track order, no despatch yet, waited on phone for 90 minutes to be cut off as soon as I reached the front of the queue. Email not responded too. Traveling on Tuesday. Poor service indeed :-(
Isabelle S
Sep 17,2021Received on the day of arrival posted on day 2, received result on day 4. So as it should have been. No problem
Andrew
Sep 17,2021Ordered easily enough and it appeared to be an effective process, outlining key dates and offering options to update if travel was delayed etc. However, my tests never arrived when they were supposed to. I ordered 2 tests and one arrived today (2 days late) and still no response from the 3 contact form submissions I’ve made for an update on my order. Absolute shambles and emphasises what a complete mess and sham industry the post holiday PCR testing is!
Justina
Sep 17,2021Completely ruined the end of my holiday. Unpacked the test kit and half of the items are missing making the antigen kit completely useless. Now i am wondering if pcr test has all the items in the package after this experience. Tried to call - been on hold for ages, no answer. Emailed and still didn’t receive any reply. Hopefully they will at least sort out the refund for the test kit.
Lizz
Sep 17,2021I ordered the test to take with us but after 4 days without notification of shipment I tried to call. I spent all morning trying to get through. Whilst waiting I read Trust Pilot reviews. I wish I had read these first. Update: I have now been told that these kits are sent out one week before the required date. As my departure from UK date is 23 Sep and I had not received a shipping notification one week before, I attempted first to log into the View or Manage your order using both phone no. then email as requested. Nothing. Decided to call. Twice I was passed to an automatic call back. No call back received. Then I was 22nd in the queue. It then took almost 2 hours (how many people can there be on their help desk?)until I finally spoke to someone. At that point I had lost all trust in this company’s ability to provide a service so I said I wished to cancel. I was told this would be actioned and I would receive a refund in 7-10 days. I immediately contacted another company and test kit is already on its way
Colin
Sep 16,2021Would have been 5 stars however there is a little room for improvement but overall I was extremely happy with the service. I ordered the 'Green Rapid +' which consisted of 2 x antigen tests for outbound/inbound flights & the 1 PCR test. Just be careful how many test kits you have in your basket before paying, the website has a habit of not refreshing properly resulting in you pressing the 'add to order' button more than once & multiple test kits being in your basket. The kits were ordered & arrived within 6 days a couple of days before my departure. I think the communication/information of when the kits would be received could have been clearer, as I was getting twitcy as it was getting so close to my departure. The antigen tests are easy to use & are akin to the NHS lateral flow test kits. The instructions on how to activate the antigen tests could be better as it refers you to an instruction card & a third party website however the web address is illegible. The website you need is 'fasterchecks' normal '.co.uk' with 'everythinggeneticltd' after it. Apologies it won't let me put the link in my review. Once activated the website walks you through the test, taking photos of the test strip & videoing you taking the test before submitting your result. Fit to fly certificates were issued via email within 10 minutes of submission. PCR test on arrival back to the UK was again a self test with you posting your sample to the laboratory via Royal Mail. Simple to do, I posted my sample on Monday & had my results in the early hours of Thursday morning. All in all a pretty good experience & would use the company again. I did ring the company on 2 occasions & used the call back facility, they rang me back pretty quickly on both occasions.
Ziad El Hadidi
Sep 16,2021Very slow in releasing results. My 3 pcrs arrived on day 3 instead of day 2. My day 5 result came out on day 9, which shows I spent money for absolutely no reason.
Leah
Sep 16,2021Everything went smooth. Got my pcr in time and my certificate within 36 hours. I will use this service again in the future.
SS
Sep 16,2021Update within 30 mins issue resolved by technical team fast results email not listed but was provided - great response and hopefully home safe. Xx cannot upload test results !! Cannot log in ! QR code does not work. Phone line does not work. Bot only directs to a email! I paid for full PCR cancelled when realised it was not needed for greece - the company only refunded part payment. I then ordered rapid antigen to fly home. I’m in greece spent 2 hours navigating the kit last night finally got to stage 3 when after filming the test it timed out after 30 mins! So I have the result but cannot upload. Cannot call anyone!!! Avoid this company easier to book on the island.
Mosa
Sep 16,2021Very bad service. They promise to send you your PCR results in 12-36 hours but it has been 4 days and we aren’t receiving our PCR results. I do not recommend anyone buying PCR tests from they as they will not send you the results in time.
DH
Sep 15,2021The instruction card is missing from the LF test package. There is no bar code to use in order to activate a login with the package. Despite receiving an email confirming payment and getting the tests to our home address in the UK, the website was unable to allow us to login to the website as it did not recognise the email address we had used (and the company had used on payment) to be able to generate a login or even change of password attempt. So yes they are really good at taking your payment but everything after that takes hours if not days to sort out. So we could do the tests in theory as we have the antigen LF test here but have no ability to upload the results as the website does not recognise us or let us do anything. We are direct customers and that apparently means something else should happen but that is never explained....as we cannot login to the website. Having to wait lengthy times to speak to someone to work out how to login to their website. . 18th in queue after 22 minutes ... call ended after I got to 13th in the queue after over 45 minutes in queue ...thankfully I called using skype credit so not a huge cost but hopeless all the same. (Edited at 19:09 GST) Still trying to get through an hour after originally posting this message... Nothing in junk email from them. The bot chat is a joke and does not answer anything like this. Now back to position 20 in the queue... (Edited this again at 21.10 BST on 15 September (11.10 in this part of Greece) after over 2 hours on hold and still not able to speak to anyone...) (updated again at 21:16) After waiting for over 2 hours to get to the front of the queue it now just rings out...so the 8pm BST deadline means that it really is 4 pm BST as you need to factor in multiple delays. I started trying to call this company at around 5pm BST. Utterly hopeless. And no one ever called back using the call back option either....it now rings out and just says someone will answer the call as soon as possible (but then does not get answered even now...) Does anyone have a number or email address for the CEO, James Price? Have spent the considerable time waiting (over 2.5 hours)... looking at the profile for EGL on Companies House but there are very few contact details for this company other than an address in Hackney? There is also a lengthy debenture document posted on this company too. So I wonder if they are having financial difficulties which are increasing the problems for this company? Had a reply to share contact details the following day but not sure that is possible to do privately in this forum ? How do I do that privately? 12.29 BST (the following day) just reflecting on a difficult call. Ultimately unless you can see through your package and know in advance that the documents and items are incomplete you are not going to get a refund. They are now saying to email fasterchecks if the package is incomplete, rather than call them or email the email address on the website. Hard to see how this stands under consumer law but our best advice is unless you have money to burn …then just use a local test pharmacy when you get to Greece. Much cheaper and far less disappointment. We may have just lost 60 euros on mitigating the problems. Will update again after our return if the day 2 package test experience disappoints as well.
Heather
Sep 15,2021Update on my review below - I did finally get answered just now after holding for nearly an hour and a half with half an hour at No.1. The lady that answered was very helpful and able to confirm that their tracking website was not working properly and was being looked into. it is worth just holding if you can. I of course have no idea whether the test package will actually turn up as promised of course. Trying to contact Everything Genetic as my paid for and referenced no order for an Amber return test book via P&O ferries is not showing as found. Looking at other reviews here is seems I am experiencing the same issues they are with a phone line that I have now been holding on for over an hour. I would question whether the company is still viable as there seems to be no way to contact them or get any kind of response via email. I am now at no. 1 on the list and no one has answered the ringing phone for over 20 mins. Their automated response on send more info is useless as you cannot contact them. What do we do now.
Damimoh
Sep 15,2021I would strongly recommend not to use this service. Travelled back to UK and ordered day 2 test kit. Their website states day 2 test kits will be delivered on day 0 (arrival date). However, our dispatch date was showed test kits were going to be delivered on day 3! They did not arrive and now the account is showing another dispatch date which is another 3 days away. What are we to do now??? This is ridiculous. I hope and pray the government get rid of these unnecessary and money generating tests.
Renae Smith
Sep 15,2021I am in France as we speak. I have been on hold for 1 hour and 47 minutes as my test has the incorrect date and I am not allowed on the Eurostar... I have been "position in queue" of 1 for the past 45 minutes... Whilst the testing process may be easy - the customer service is incredibly poor.
George House, 6 Beam Heath Way,, CW5 6GD, Nantwich, GB
http://everythinggeneticltd.co.uk
Julie Dunn
Sep 20,2021Quick delivery of covid 19 PCR test kit, so kit was available for when we got back from holiday for day 2 testing. Clear simple instructions. Posted test on Friday lunchtime, result back Sunday evening. All good.