"Slow (email) response from Source Bioscience"

Having ordered two tests for my wife and myself I subsequently wanted to cancel them. This was due to being unable to travel to France for the Christmas period.

I tried calling them on MULTIPLE occasions (0115 973 9012) to arrange the cancellation and organise a refund. It WAS and IS impossible to get through to any of the many extensions that their voice based system offers. Inevitably you are directed to send an email with your issue. You are then cut off.

I sent an email detailing the issue. To be fair they did reply (by email) and the refund procedure is simple, however I "missed" their email which led to some frustration on my part. I think, it would have been so much easier if I could simply have spoken to "someone".

"Really disappointed in source…"

Really disappointed in source bioscience. The despatch went smoothly and arrived on time, but the results are taking much longer than 24hr from when they received our samples. This is prohibiting us from seeing our family. When researching the company we thought this company would be a good choice, but now I wish we'd gone elsewhere.

"try someone else"

Interesting definition of '2 day test'. Test Ordered Dec 16 for arrival Dec 17, just arrived today Dec 23. Fortunatly had a back up plan with a reputable company so testing could be carried out to end self-isolation. Recommend you source your bioscience from someone with a better rating and customer service.

"To complete my earlier review"

To complete my earlier review. Only facts.
Order placed and paid : Dec11 th
Date required to have kits delivered : Dec 13th
My first email to enquiry why no delivery yet : Dec 15th
Order confirmation (after my enquiry email) : Dec 15th
Kits actually delivered : Dec 17th
Kits mailed back : Dec 18 th
1st results available : morning Dec 22nd
2nd result available : night Dec 22nd
Suggestions :
a) do take note of the time you wrote on the form that you leave with the sample when you take it (they will ask for it to download results, and maybe you do not remember after a few days. Not mentioned in INSTRUCTION)
b) The ROYAL MAIL RETURN LABEL is already attached to the back of the package. And not to be found and be attached as clearly written on INSTRUCTION. It seems stupid, but people do follow carefully INSTRUCTIONS as most are not familiar with MAIL LABELS and they have no idea of what is attached already on the box. It could have been any internal information. So, another exchange of emails to find out that label was the one already attached and not missing in package.
c) When you download results, you need a LOCATOR REFERENCE. For foreigners like me no mastering English properly, it is difficult to think of the PASSENGER LOCATOR FORM = PLF (as in most of traveling documents is described). Why not calling it PASSENGER LOCATOR FORM REFERENCE ? Would that not be much easier ?
Count the days it took to complete.
I leave to you your considerations.
Good luck.

"Great price, great service"

Pricing was great, £35 for a day 2 PCR. Kit arrived before our arrival date as requested. Kits were complete, easy, results came in 12 hours after they were marked Processing. A wee delay in the marking of processing after being received for one of our tests, but it’s to be expected at the moment.

"Brilliant service"

I can only say that for me Source Bioscience have done everything they said they would. Day 2 PCR arrived on time. Have to admit that when I ran through the list of contents I could not find the pre paid label to send my test back until I realised it was already stuck on the return box!! Posted on Monday, email to say it was received Tuesday morning and negative result 12 hours later. Fantastic and for £35 a good price also. Thanks to you all at Source Bioscience.

"Quick and easy PCR testing"

Really impressed, Day 2 PCR arrived the day before my friend was due to land, easy to complete and upload info online. Posted at 11am and had results back at 3am the next morning so not a long wait. Great responsive customer service team special thanks yo Monica for dealing with all my queries and responding in timely manner

"Full refund given due to change in German quarantine"

We ordered 4 Day 2 PCR tests but thanks to unexpected German quarantine arrangments our family is unable to stay with us. The packages have arrived today but if we return them unopened they will give a full refund £140. Most welcome and what a change from Boots-Recova where we had to sue them for non-arrival of test results two months ago.

"Very disappointed."

Ordered day 2 tests from this provider. They arrived in time, no issues. However, test completed when we arrived back in UK and 4 days later, still no results!!
Very disappointed as I have a job to get back to and I have payed for these tests expecting to have quick results. Would not be using this company again.

"Positive Experience With a Negative Result"

Due to the new travel requirements set by the British Government to enter the UK I reluctantly needed to purchase a Covid-19 PCR test. After trailing through what seemed to be a never ending list of dodgy looking so called ‘approved providers’ on the gov.uk website I eventually discovered Source BioScience who could provide the test at a reasonable cost. After checking the reviews on Trustpilot and Which? I contacted the customer service department to check if the test had the exact requirements set by the UK gov and that my order would be delivered before the day I arrived in the UK, I received a response the next day with the confirmation I needed so I placed an order. The website was excellent and I received an email confirmation quickly including a Ref no.for the passenger locator form.

The test had been delivered the next after placing my order at my destination address and I completed the PCR test on Day 2. The test was very straightforward following the enclosed instructions and I got the negative result in 3 days after posting the item back on Day 2 using the prepaid label. Throughout my order I received update emails from the company confirming delivery of the sample and the result. Overall I had a very positive and professional experience, I highly recommend Source BioScience as a PCR provider.