"Great experience so far! "

I can't speak highly enough about my experience with Optimale so far. I’ve completed both the initial and enhanced blood tests for testosterone levels, and found the entire process to be straightforward and easy to manage. The enhanced test, which required booking an appointment at a clinic for the blood draw, was particularly easy to organise. In both cases, I received my test results quickly—within just a day or two.

What has impressed me the most, however, is Optimale's exceptional customer service. As a detail-oriented person, I tend to ask a lot of questions because I like to fully understand every step of the process. Mark, the customer service representative I’ve been in contact with, has been phenomenal. He provided thorough and comprehensive responses to all of my inquiries, demonstrating great patience. This really put me at ease, especially since I don't handle blood tests well. Additionally, Mark arranged for a free retest kit to be sent to me when my second blood test results came back on the borderline threshold. He has been fantastic throughout the entire experience—thank you, Mark!

"Very thorough and clear advice."

Very thorough and clear advice.

"Great service"

Great service

"I’m two months in and I feel very…"

I’m two months in and I feel very supported by Optimale. I cannot write in detail how transformational TRT has been for me personally. I’m less agitated, energised, and I’m exercising for the first time in 6 years, my wife is also more content if you know what I mean.

People say it’s expensive, but on a cost benefit analysis, the benefits are worth every penny .

"Mixed - Pros and Cons"

I've been a customer for approximately two years, and my experience with the service has been mixed.
Pros:
• Quick Delivery: The delivery of medication is consistently prompt. In nearly two years, I only encountered one minor delivery issue, which was swiftly resolved.
• Responsive to Changes: When I had an adverse reaction and needed to switch my TRT protocol to a different brand, the issue was resolved within 2-3 weeks, which I found acceptable.
• Excellent Phone Support Staff: Whenever my emails go unanswered, I've found that speaking with Victoria on the phone is a reliable alternative. She is always very polite and professional, making it a positive experience. She is great to talk to and always helps to move things forward. Victoria, is my go to person when I have questions. I have also spoken to Ursala in the past and she was also very helpful.
Cons:
• High Costs: The service is quite expensive compared to other TRT providers in the UK. I pay £112 per month for testosterone cypionate alone. Additional essentials like anastrozole, HCG, vials, and injection kits are all extra, bringing my average monthly costs to around £150, excluding blood draws and test kits.
• Inconsistent Customer Support: The customer email support response times are hit or miss. For instance, I can send an email on Monday and might not receive a response until 48-72 hours later, which often leads to further back-and-forth communication and additional waiting. While I understand they are likely busy, the absence of response SLAs can be frustrating when trying to resolve simple issues. It may very well be an issue with their email system, but I do not know.
• Limited Access to Doctors: Getting an appointment with a doctor is nearly impossible. When I express concerns, I’m often sent a booking link, but appointments might not be available for weeks, akin to the long wait times at my local GP.
• Questionable Medical Advice: On more than one occasion, I received recommendations via email relaying the doctor's advice that felt irrelevant to my concerns. It seemed like the doctor did not fully read or understand my emails, leading to rushed and somewhat confusing responses.
Overall, my experience has been a bit of a mixed bag, which is why I’m giving a 4-star rating. The service works, but there are significant areas that need improvement, especially given the premium pricing.
Recommendation:
To improve the service, I would suggest a closer level of care between the doctor/s? and patients, with more booking availability, and for the doctor/s to get to know their patients better. Additionally, aiming to respond to emails within 24 hours would significantly enhance the customer experience. A market review/analysis of TRT pricing could also be beneficial to ensure competitiveness. If the prices are higher than average, offering perks like free injection kits or occasional free blood tests would go a long way in keeping customers satisfied.
These improvements could easily elevate the service to at least 5 stars for me.

"Great experience "

Great experience so far. Always answer any questions quickly and in detail.

"Great company"

Great company, so far a very good experience and good communication/aftercare

"Quick replies and able to sort any…"

Quick replies and able to sort any problems out efficiently.
Gave me a £50 credit as I had waited for some issue to be addressed, which it was !

"Excellent level of service"

Excellent level of service

"I have been advised by my GP that my…"

I have been advised by my GP that my blood test SHOULD HAVE BEEEN DONE AT 9AM to get an accurate reading, which wasnt pointed out to me by Optimale if it was then it should have been made clear from the outset. Brilliant response and great customer service