A catalogue of incompetence...
I booked a “same day result” PCR test with this company in Harrogate, because I didn't want to travel to Leeds or Bradford. The cost was £120.
Everything started smoothly (doesn’t it always?) The test booking system was seamless and the test was booked for a convenient time.
Having booked the test, I realised I was cutting it a bit fine for the 72 hour window, so I decided to see if I could rearrange my appointment. This is where the problems started…
On the morning of the appointment, I started trying to reach the company by telephone. On their phone system, there are 2 options. Option 1 is supposed to take you to “chase up a test result”. Option 2 is supposed to take you to “speak to the local clinic to e.g. rearrange an appointment”. Unfortunately, Option 1 results in a dead line and option 2 just gets you cut off.
After trying 11 times to contact the company by phone, I decided to give up and stick with my original appointment time. I was, therefore, pleasantly surprised, when someone called me back and said, “I see we have a few missed calls from you, can I help?” We arranged to change the appointment from 11am to 1.20pm and all seemed well…
I turned up at the Harrogate clinic at 1.10am to find the premises locked and empty. I called and experienced the same problems as before with the phone system but on the third try, I finally managed to speak to someone. Unfortunately, that “someone” turned out to be a person who didn’t even have the wherewithal to acknowledge me when I spoke. Long story short, I spent 15 minutes on the phone, talking to a buffoon, before I eventually asked to speak to the manager, at which point I managed to get Zain on the phone.
Initially, Zain couldn’t trace the person who’d called me back that morning (no one at their end would admit to speaking with me and rearranging the appointment) and in the end I needed to email them screenshots of my phone call logs before they would admit any wrongdoing. However, once that was out of the way, they admitted the error and arranged for someone to visit my house to do a home test instead.
When the guy turned up to do the home test, I reminded him that I’d paid for a same day service and he promised this would be delivered. It was disappointing, therefore, when no same day result was forthcoming. The evening AFTER the test, having still received no test result, I emailed asking for a refund. At this stage, Bilal (company director) picked things up and initially tried to pretend they’d emailed the result on the agreed date and it “must have gone into your spam” etc. Eventually, Bilal basically said “F-you, I’m keeping your money” and that’s as far as we got.
I’m sure these guys deliver a good service when they get it right… but please be VERY WARY because if they get it wrong, I guarantee they’ll keep your money, even if they don’t deliver the service you paid for. I’m still in two minds whether to sue them. Most of me can’t be bothered (I’m used, by now, to companies like this ripping me off when things go wrong). If I decide to do so, I’ll update this review with the outcome.