Great
Based on 756 reviews
Better2Know4.3Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Better2Know is a private healthcare provider and leading sexual health company that helps people test, understand, and manage their health quickly and privately. Offering reassurance and guidance at every stage of the process, with a wide range of confidential and anonymous testing options, including in-clinic appointments, at-home test kits, and our Everywhere service where a clinician can visit you at a location of your choice. Working with accredited laboratories and a network of medical professionals to provide swift, discreet and accurate results with experts available 24/7
Better2Know (better2know.com) has 756 customer reviews on Folks Told, with an average rating of 4.3 out of 5.
Showing 122 reviews with 1 star · Clear filters
Ross N.
Terrible customer service. Ordered test kits that never arrived, they cancelled my order, kept the kits and my money. Got hung up on after being put on hold for 15mins by customer service. Have to file a chargeback order with my bank.
customer
Awful service, followed their time frame guideline exactly yet only one of our family received their results on time for our holiday. Ended up paying for emergency tests for all of us as Better 2 Know would not provide our results in time unless we paid another £99 each. Absolutely awful customer service with an offshore provider to lines are really bad and English the second language of everyone that I had contact with. They had no interest in helping, nor could they track when the results would be ready as they use third party labs to get results. Could not be more angry and disappointed, would hate for someone else to have to go through the same stress and my family and I!
Tessa Bridgman J.
I cancelled the kit I had been sent and was able to reorder in time for my day 2 and day 8 covid tests. I was told to send the original kit back which had the wrong date of birth and I would receive a refund. NO MENTION OF £50 ADMIN FEE. I have learnt today on the phone that £50 Admin fee will be deducted. The person cited Royal Mail costs. The terms and conditions state a fee of £50 will be deducted if you change your mind. I DIDN'T CHANGE MY MIND. The online calendar for choosing the birth date is faulty so I cancelled and reordered. UPDATE: I DIDN'T RECEIVE A CONFIRMATION EMAIL AS YOU STATE IN YOUR RESPONSE BELOW. I RECEIVED AN EMAIL TITLED LOGIN DETAILS WHERE THE WRONG DATE OF BIRTH APPEARED DEEP IN THE CONTENTS. I WOULD NOT HAVE KNOWN FROM THE EMAIL TITLE THAT THE CONTENTS NEEDED TO BE CHECKED. IT IS DIFFICULT TO CHECK EVERYTHING PARTICULARLY WITH THE AMOUNT OF DOCUMENTS NEEDED TO BE PRODUCED AND PERUSED FOR TRAVEL. VERY UNCLEAR. NO INDICATION ON PHONE WHEN CANCELLING OR REFERENCE TO TERMS AND CONDITIONS THAT I WOULD BE CHARGED. THE CALENDAR IS FAULTY AS I FOUND WHEN REORDERING. IN FRANCE THE GOVERNMENT CAPS THE COST OF PCR AT EUR50. TO PAY OUT £169 IN TOTAL IS NOT RIGHT.
Reply from Better2KnowJul 16, 2021
Dear Tessa, I am afraid you entered the wrong date of birth, you also did not check it in your confirmation email. We would have refunded you in full if we had been able to cancel before your kit was dispatched. There is no fault in the system.
N from S.
Excellent when there is no problem. Appalling when there is a problem - Customer service sucks and refunds are so difficult to get, it's a scam! Details: Flying from the UK to Switzerland and back Day 2 and day 8 test - Good experience - Tests were correctly sent to the address in the UK Fit to fly test - Terrible experience - Called to check that the test would be sent to the address in the UK, not Switzerland and anyway, the flight was from the UK to Switzerland. Nevertheless, the test was sent to the address in Switzerland because that was the address on my credit card. The test only arrived after the flight, so bad systems, customer service and no common sense! Getting a refund - 1) Told that the problem was my fault, then 2) Told that I had to return the kit from Switzerland within 14 days of receipt; 3) Told I could not get a refund because I had not sent the kit back in time; 4) Only got the refund because I provided evidence from registered delivery records which showed I had, in fact, sent the kit back within the period. Summary: Their staff are clearly instructed to refuse to reimburse, in the hope that most customers will give up. Do not use this service for time-sensitive tests.
Neil G.
Day 2 and 8 test was fine and completed within the agreed time frame. Day 5 Early release result was not processed until Day 11 after 11pm and the email notification was not sent until Day 12 at 5am. They claim the issue was with Royal Mail of course. I didn't receive my test kit until Day 6 and they did not receive my return of the kit until Day 10. However, they subcontract the courier service to Royal Mail and the cost of postage is included as part of the contracted service. Therefore, they are responsible for the delivery of the service within the advertised time frame, Day 5 receive kit, Day 7-8 receive your result. I sent numerous emails but these were only acknowledged after I followed up with several phone calls. I have requested a refund based on the fact that the service advertised is not what was received and they have decided to close the matter without issuing a refund. Very disappointing as I did take time to research in advance and Better2Know appeared to be one of the better providers. In my experience this was not the case.
Kelley S.
I do not at all recommend this service and will never use them again. I was flying from the US and they sent the Day 2 test to be delivered on the same day as the flight got in, but neglected to tell me that it would arrive for signature way before I had actually arrived at my Air Bnb. They had it delivered by 1pm on the same day that I flew in so the test was sent back because I was still en route. They said they couldn't just send me another one and that I could either deal with Royal Mail or wait for the kit to get redelivered to them way after the date I would have needed my Day 2. Calling out the fact that the Day 2 test would arrive by 1 pm and WOULD REQUIRE A SIGNATURE OR BE TURNED BACK would not have just been appreciated but should have been standard procedure. Very disappointed. And please notice they have their Google Reviews turned off......
Grant R.
Better2know failed to deliver my day 2 corona test then refused a refund.this can be legal
RICHARD C.
Absolutely terrible service.... please please do not use this company. I paid £450 for myself, wife and child for fit to fly PCR tests. When you contact them initially you are led to believe it’s so easy and straight forward. Despite doing exactly as instructed, we were told that our tests had simply ... “never arrived”. We wouldn’t have even known if we hadn’t chased them up as they never even bothered to even contact us. If you read the negative reviews you will see a theme emerging from the answers. Better2know will hide behind its “Royal Mails fault” and told us they would not refund our £450 and dropped us like a stone ! We were told complete and utter lies down the phone by whoever you got through to... one said “it’s all fine no panic” another said “it’s in our in house postal system” which it never was. This is a completely honest review and the first one I have ever felt the need to write. The final sad note is, due to this company’s actions we were left too late to get another test and lost our family holiday that we had so desperately wanted. Please don’t put your family through our experience !! UPDATE: As predicted Better2know's reply has blamed the "Post Office" ! So let's see how they reply to the following: My result finally materialised since my review.... too late and dated incorrectly.... no use to anyone !! My sons turned up the day after the flight left...... no use to anyone. My wife's test....... still haven't seen or heard anything about it !! No use to anyone !! They state in the reply.... we will refund your unused tests !!! What use is that to anyone !! You have to do the tests to try and get your PCR clearance !! Of course they would offer to refund an unused test !! There wouldn't be any unused tests would there !! I am quite staggered by this company and reiterate please please approach with great care. There is basically nothing you can do once they have your money and all you will get is the buck passing to Royal Mail !! When our tests never arrived at the lab, why weren't we contacted immediately.... answer..... they don't care they have your money !! One final observation....... look at the reviews...... everytime there is a bad one.... amazingly two or three five star ones miraculously appear .. funny that ? From..... one very sad family with no holiday... thanks for nothing BETTER2KNOW
