Name: Confirm Testing
Address: 1 Harley Street, London
Rating: 4.07

“I am not happy with your service.there was to long time to get a result.I did send few times mails to you.Nobody send me message about received Covid test tube.As well i made few phonecalls without answers.Poor service.”

Helpful Report

Posted 2 years ago

Dear Wojciech, Sorry to hear you were unhappy with the service, but feel it is unfair that you say no one messaged you. We sent you many emails about the progress of your test, and responded to all your emails within minutes. You sent an email yesterday at 19:41, which was responded to at 20:36. You sent another email today at 09:29, which we responded to on 13:10. We then sent you another email at 13:54 just to update you about progress of your sample. And finally, your result was sent at 16:46. You also took your sample on 07/06/2021, it arrived to our lab in the evening of 08/06/2021, and we sent you results earlier today. This is well within timelines stated. As for phone calls, our call staff are always at the ready and currently our wait time is no more than 10 seconds. We are sorry you feel this was still insufficient but feel we did try to offer you an exceptional service. Should you have concerns that we did not address, we are happy to give you a call to discuss them. Wishing you continued health, Confirm Testing

Posted 2 years ago

“No problem ordering and obtaining reference number for plf and test kit. However, I did not receive my test result for 6 days which is outrageous!!! For day 2 test, customers would expect to get test results within 48 hours! Testing sample after 5 days in the post - you don't need to be a medical professional to know the result might not be accurate - it should be illegal! I was lucky that I have managed an alternative test instead of waiting confirm testing for results. Most of us have work to go to and don't need this nightmare, looking for another test etc All the best to your business!!!”

Helpful Report

Posted 2 years ago

Dear Roman, Sorry to hear you were unsatisfied by the testing experience. I can see from your order that your result was delayed because of the Bank Holiday. We apologise if this caused you any inconvenience. As you had purchased a Day 2 test for a Green list country, there was no quarantine requirement so we hope it did not cause problems for your return to work. Please accept our apologies for the delay due to the Bank Holiday as Royal Mail does not deliver kits to the lab on those days. Wishing you continued health, Confirm Testing

Posted 2 years ago

“Impossible to contact them, I got my results 4 days later”

Helpful Report

Posted 2 years ago

Dear Yleana, We're sorry to hear you had trouble contacting us. We have emailed you now to remedy any remaining issues. Thank you for your patience. Wishing you continued health, Confirm Testing

Posted 2 years ago

“Test kits: no issue, easy to use, well explained. However, I never got my result from my second test. Not great when I was forced to pay 200 pounds (that's around 3 times the price per test that I paid in Spain). Given that mark-up I was expecting to at least be notified.”

Helpful Report

Posted 2 years ago

Dear Alexander, I have looked into your order and we did send your Day 2 result. However it appears you didn't register your Day 8 barcode. We have emailed you to remedy this situation for you but have not heard back. We would be grateful for your response so we can retrieve your Day 8 test result for you and resend your Day 2 should you need it again. Wishing you continued health, Confirm Testing

Posted 2 years ago

“I did not get my day 8 results”

Helpful Report

Posted 2 years ago

Dear Jamil, Our apologies for the Day 8 result not sending. I can see that the Day 2 result sent by the system, but for some reason the Day 8 result has not. We have now sent this to you and have been in communication with you to resolve it. Please accept our apologies for this error and hope that this is now satisfactorily resolved. Wishing you continued health, Confirm Testing

Posted 2 years ago

“Tests delivered on time but the results have not come through on time or not at all, we have submitted a formal complaint. Poor service overall, would not use this company again.”

Helpful Report

Posted 2 years ago

Dear Ewelina, I have checked your order, and it appears that while the second person on your order did register their barcodes, you had not and therefore did not receive your results. All customers on the order need to register their barcodes in order to receive results. We would be happy to resolve this for you. Wishing you continued health, Confirm Testing

Posted 2 years ago

“Delay to sent result High cost”

Helpful Report

Posted 2 years ago

Dear Mohammad, Sorry to hear you were disappointed with the service. I have checked the details of your order and it appears the delay occurred because you had posted your sample back to the lab on a Saturday likely in an area that does not have Priority Box pickup on the weekend, which meant that the Royal Mail did not pick up your sample till Monday. We did deliver results to you on Tuesday, so there was no delay on our end, but I can understand how this was disappointing to you. We hope this helps clarify why the delay occurred. Wishing you continued health, Confirm Testing

Posted 2 years ago

“Unfortunately, my experience was not good. Due to some error in entering the details we made a little mistake. I tried to ring the number, I was kept on hold for nearly 45 minutes and it was just put down without answering. This happened twice. I wrote emails too which was not responded. I only received automated email saying you received my email. I was not happy with the service. We did receive the home testing kit on time via DHL delivery which was superb and also a prepaid Royalmail envelopes to return the swabs. I was happy with this. Thanks”

Helpful Report

Posted 2 years ago

Dear Shakuntala, We're sorry you were disappointed with the service. I have looked into your order, and while the other person on your order had registered both barcodes and results were sent on time, there was only a Day 2 barcode registered for the other record. We have no emails from you, but I am sorry if your call was not answered. Our system does not usually allow a call on hold for longer than 20 minutes as it usually diverts to voicemail after this. We're sorry if this was not the case in your experience. Our current average waiting time is 10 seconds and we aim to take all calls we get to customer service as quickly as possible. We hope things are now resolved with your order, but should you have any further queries, please do email us at info@confirmtesting.com and we would be happy to help. Wishing you continued health, Confirm Testing

Posted 2 years ago

“with everything I paid I never got the answer of how my covid tests went”

Helpful Report

Posted 2 years ago

“Wouldn't use again. Had payment issues to start and they took too long to return my day 8 result. Customer service experience was reasonable but would have rather never had need to be in contact with customer service.”

Helpful Report

Posted 2 years ago

Dear Eric, Sorry to hear you were not completely satisfied with the service. We did have some payment issues that have now been completely resolved, but I am sorry your experience was affected by this. These have been completely resolved now. As for your Day 8 result, I have had a look at your record and it appears that while you took the sample on the 16th, it did not arrive to our lab till 19/05/2021 14:17. We issued your results on 19/05/2021 20:50, so this was quite a fast turnaround time on our end. Your results would have been delayed because Royal Mail did not deliver your kit till the 19th. Please note that the 16th was a Sunday and they would not have picked up or delivered your kit on that day, but they still should have delivered it before the 19th, and I apologise for their delay. I will report this delay to them. In light of this we hope you would consider giving us another chance should you require testing in the future. Wishing you continued health, Confirm Testing

Posted 2 years ago

“A glitch on the website meant I couldn’t register my test kit barcode and the results did not get emailed to me until I had to chase . It should not be this difficult.”

Helpful Report

Posted 2 years ago

“As last time, it just took too long to get the results compared to the system set up in Belgium. I appreciate that this is the partly the result of using Royal Mail rather than an express courier but as I travel every two weeks on business between the two countries getting the test results ASAP is paramount. I will however continue to use your company as I do not expect others would si much better. It is the system which needs improvement and that is down to the U.K. government.”

Helpful Report

Posted 2 years ago

Dear Christopher, Thank you for your feedback. We are happy you are satisfied with the general service. It is true that there are possible delays due to the Royal Mail system and unfortunately we cannot directly compare it to that in Belgium. Unfortunately not many couriers allow the transport of live samples of COVID-19, and it would make the service prohibitively expensive for a lot of people. Should you choose, you are able to use a courier on your own to return the sample to the lab, using the address on the return label provided. We appreciate your feedback, and do hope we'll be able to serve you again in the future, with hopefully better suited turnaround times for your travel schedule. Wishing you continued health, Confirm Testing

Posted 2 years ago

As well, should you require the Fit to Fly service on your way to Belgium, we do offer an in-person service at our clinic in Heathrow so that you do not have to worry about any Royal Mail delays. Thank you again for choosing Confirm Testing!

Posted 2 years ago

“My experience with Confirm testing did not inspire confidence. The inadequacies began with the first lapse of not sending me the actual confirmation code needed for the UK Govt. Passenger Locator Form in a timely manner - I was actually at my departure airport's ticket counter, 2 days after my purchase from Confirm, with no code. I had to email asking for it, in the middle of the night UK time, so never heard back from Confirm until after my flight actually landed in the UK. No use there. Next, although I landed on May 3rd, when I went to register my information on the Confirm website on the 4th, the site would not allow me to back-date my arrival info to the day before. Therefore, every attempt to register a test after that was inaccurate by a day. Again, no use. Thirdly, I emailed asking if Confirm also offered the "Rapid Results" test for the 5-day Early Release Program and was told "yes. It turned out this wasn't the case. I paid *99 pounds for such a test, only to be sent the regular kit, which took 2.5 days to return the result. In effect, I paid the *99 pounds for nothing. For the third time, no use. If I hadn't been able to secure a true "Rapid Results" test on my own, I would not have been able to Release Early. Although responses from Confirm staff were cordial, the actual performance of the firm's services were, frankly, unacceptable. If asked, I will recommend against using Confirm Testing.”

Helpful Report

Posted 3 years ago

Dear Rosemary, Sorry to hear you were disappointed with the service. I have checked your record and our communications with you. We did send you the booking confirmation as soon as you made the purchase. This is an automated service that sends as soon as you check out and is registered in our system. We did receive an email from you saying you had not received it so we had reattached it. You then sent us another email asking if we were approved for Test to Release but did not ask if this was a rapid test. You then made the purchase, received the kit before your Day 5 but assumed it was your Day 8 test, but we did reply and say it would be 24 to 48 hours before you received results. We did not claim it was a rapid test. As for registering the barcodes, I am sorry to hear you had issues. If it was your arrival date that you needed changing, we would have been able to amend your registration, but we did not receive communication from you asking to do so. As all sales and results are reported to the Government, we have to register all this information and any changes need to be requested so that we are compliant with the Government guidelines on reporting. Again, I apologise if you had any issues. We are more than happy to help customers with whatever issues should they occur with the service. Should you give us another chance to serve you, please do not hesitate to give us a call and an agent would be ready to assist you. Wishing you continued health, Confirm Testing

Posted 3 years ago

“Confirm Testing 51 Hamstead Marshall plus the post code should have reached me. I am concerned that I sent you my full address with House Name when ordering the kits. That should suffice. How on earth would the public know you take the address from the PLF. I presumed the PLF did not have enough lines when they sent that back to me. Perhaps this is something you should look into. A E Tyzack I do not know what ‘form information’ you are referring to, that did not have the full address, perhaps you could enlighten me. The 2 Day test was delivered on time using the address. The 8th Day test attempted delivery was within 80 yards of my door and I received no phonecall. A E Tyzack No Day 2 result. Day8 kit not delivered. The 1st time I used your firm, the server was down so it was not possible to confirm the Day 2 test had been sent. I reported it in various ways and when the server was back up but did not receive confirmation the test was negative. However, boths test packages were delivered correctly. The 2nd time I used your firm, DPD tried to deliver the 8th day test to a wrong unihabited building with no address in the same private drive/cul de sac, they did not try phoning me or ask any neighbour who would have informed them as it is a small private area. DPD emailed, with photo showing the unnamed doorway, that it would not be delivered till Monday so quarantine would be much longer. I phoned the DPD who said the driver would return later that evening which he did not do. More phone calls and they did send someone next day. I noted the package did not have the House Name which is essential and which I had given you along with my tel No.”

Helpful Report

Posted 3 years ago

Dear Agnes, Sorry to hear you are disappointed. I have checked your order and while you had put the name of the house on the order, you did not add it to the form information which is the address that is used for the shipment. This is the reason DPD could not find your address. While I understand it is disappointing, we cannot control DPD's actions, and we do have a postcode and address validator on the form to verify addresses before they are sent to DPD. The full address was required on the form rather than just the invoice in order to fulfill your delivery. I can see you were sent both results, the first one on Wed, May 5, 9:00 PM and the second at 8:00 AM this morning. I can resend both of these to you now. We apologise if you felt this was not the experience you had the first time with us. We have no had server issues in the past so I am unable to address that claim. Wishing you continued health, Confirm Testing

Posted 3 years ago

Hi Agnes, The form information is the information you submitted before checking out and that was sent to you on the booking confirmation PDF. If you check that PDF you will see the address you submitted. Happy to answer any other questions. Wishing you continued health, Confirm Testing

Posted 3 years ago

Hi Agnes, That is not the PLF. The reason they are separate is because sometimes people or companies order for others, which means they need the quarantine address on the PDF (which is where kits get sent), but the address on the order is different for invoice purposes. This is made clear on the form as when you go to enter the postcode it asks you if this is the quarantine address and says this is where kits will be sent. Apologies if this wasn't clear enough for you. I noted you had more clarification on the address you entered for the invoice, but this was missing on the form itself under the quarantine address. I hope this explains it further. Happy to give you a call if you need further clarifications. Wishing you continued health, Confirm Testing

Posted 3 years ago

“System had a problem and delivered my day 2 test very late. Then, a day 2 test was delivered but barcode couldn't be registered. Therefore, a third day-2 test had to be sent to me.”

Helpful Report

Posted 3 years ago

“Great at taking the cash and getting the kit to you. Not so great at sending results. I have had nothing to tell whether I have Covid or not. Not what you expect after paying £200 for tests that cost a fraction of that.”

Helpful Report

Posted 3 years ago

Dear Ray, Thank you for your review. Orders are not fulfilled unless you receive both results. We can see you've been sent results on Wed, Apr 21, 10:00 PM (10 days ago) and Mon, Apr 26, 10:30 AM (5 days ago). I will forward both of these to you now in case they have landed in your spam folder. Wishing you continued health, Confirm Testing

Posted 3 years ago

“Extremely expensive - pretty much a rip-off and the 8-day test came two days late.”

Helpful Report

Posted 3 years ago

Dear Cedric, Sorry you feel this way. The operation of testing is extremely expensive with multiple suppliers and systems underpinning it. These Day 2 tests require genomic sequencing, unlike other PCR tests, to identify any strains of concern should a customer test positive. This is a very expensive procedure and a very small part of that cost has been added to the package. This does not cover the actual real cost of the process, which is many times more than the cost each customer pays per kit. We hope you received a satisfactory service otherwise. Sorry to hear your test was late, we apologise for any delay that may have caused. Wishing you continued health, Confirm Testing

Posted 3 years ago

“Tests come on time, but results come late. My quarantine should end on Saturday, and it wasn't until Monday that I got my final test result. (posted priority on Thursday)”

Helpful Report

Posted 3 years ago

“Customer service was poor or non existent. I only received confirmation of an enquiry into an order about a week later, and it was only a receipt of the enquiry. The office didn’t answer any calls and the day 8 test results took 3 and 4 days respectively.”

Helpful Report

Posted 3 years ago

“My response is based on my experiences in Belgium. I have a second residence in the U.K. Slow response in providing results. I expect a response with8n 24 hours, irrespective of weekends. No response to emails.”

Helpful Report

Posted 3 years ago

Confirm Testing Reviews