Source BioScience Reviews 279

Avoid if possible. We sent a cab to the lab and they received the samples but didn't do anything with them. We waited for 36 hours when they promise 24 hours. The don't answer on the phone or in the mail. We had to cancel our flight for the holidays. Hope that they at least return the money.

If something goes right - they take the credit

If something goes wrong - they blame the government, the Post Office, high demand, the dog ate my homework, etc.

All you need to know.

Copy and paste glib answers blaming everyone but themselves.

"We can't cope with busy. We are not set up for busy. We are never to blame"

Unprofessional. A company that won't take the blame for its failures is not to be trusted.

To prove me correct please see cut and paste glib reply below. Ignoring what I have said.
Also invite to email an inbox that doesn't reply.

The proof is there. Amateurs

Needed fast 24h results. Sent our samples by courier ourselves. After 24h, some of our samples haven't been processed yet.
There's no one to talk to there. The phone number given is useless.
E-mails get an occasional response, but you get a response from a different person each time you do get one.
Facebook messenger responses are no better - they keep reassuring us this is being handled, but as the hours go by, and they haven't even started testing our samples, we may miss our flight.
Morning update - it's now been 33 hours since *they received the samples*, which have not yet been processed.
I wish I had used a different service.
I want to emphasize - this is the third time I use their services. Their service used to be good. They used to have phone representatives you could talk with.
Please refer to recent reviews before ordering from them.

Updating - I got a refund for the whole amount from them.

It’s a scam
I ordered the test since Friday morning in order to have it ready for this morning when I returned and it still hasn’t been shipped.
I have tried calling them countless times but they put the voicemail on. I sent them an email in the covid email address but they do not reply.
Do not trust this company!

UPDATE: thanks for the response, and the email confirmation of the refund to follow...
Ordered pre-flight tests 9th Dec; as of 13 Dec I have received no email confirmation for the order, and no responses to my email enquiries to check if there was a problem, or indeed this morning's email requesting a refund (auto response says they aim to respond in 2hrs, but they aren't managing this at present). The website does at least now have a clear warning they are struggling to meet orders owing to a rapid increase in demand; it would have been helpful to have known this when I placed my order (then I would have gone elsewhere and not wasted time/money!). Hopefully others won't now be caught out. It apparently was a good company (Which rated etc), but seems to be overloaded. Its unfair/dishonest to take people's money if you're unable to deliver the service.
I have given up and have had to secure alternative pre-departure tests (ordered this morning from another co. and already despatched) or I will be unable to travel. Please don't send me the tests late, can I just have a refund, pretty please.....? This appears to be the only way to get a response....

They claim 24 hour turnout for results. I posted my kit in a priority postbox on Thursday hoping I would receive my results by Saturday, it is now Monday and they have still not communicated to me. Also they do not answer the phone when you try to contact them. I do not accept "we are experiencing high demand" as an excuse, if they can't cope with the capacity then they shouldn't make commitments. I wish I had purchased elsewhere. Will I get my money back?

I orderer my day 2 PCR test on December 6th, today is December 13th at 10am and the test still haven’t been sent !!

We dropped samples at 11am and received PCR results by 9pm on the same day. Excellent customer service, quick replies to the email queries even late in the evenings.

Test taken for day 2 after travelling back to UK for essential weekend visit. And still not received after 4 days.
No way to check if the test has even been received, or progress of the testing, as customer service appears to be unavailable over a weekend?!
Don't waste time or money with these if you need to be out of isolation ASAP.

I ordered 3 kits tests for my day 2.
The order was made on 06/12/21. At the moment of this writing review is 17:38 on 12/12/21 and the tests still not arrived which let me very concerned about it

Due to the family emergency I had to travel abroad. I ordered my test on Saturday 4/12 with arrival date 8/12 but had to stay one day more and was coming back on the 9/12. Test arrived on the 9/12 and I received email with apologies for a delay. I sent sample on Friday 10/12 and received results on Saturday 11/12. Easy to order, good price, was kept informed all the way, results received quickly.
Thank you.

Day2 Test kit & results received on time.
Left the arrival date blank/unfilled, which meant the test kit was sent within two days of booking the test.
Needed minor name typo correction, which was sorted pretty quick by just one email request!

Notifications suggestion: Sample received & results available message received on email; along with if a text message would have been more convenient.

I placed an order two days ago, the payment has been charged to my card, but I didn't receive any email confirmation from them. I emailed their customer support team and received no response other than an automated reply saying that they will answer all emails within 2 hours from 8am to 8.30pm weekdays.

UPDATE: Got an email confirmation after posting a review here, and received the kit 3 days later. The test result was emailed to me on the same day they received my sample.

Amazed by their lab efficiency, but please improve customer service and speed up order delivery.

I ordered my 2nd day test kit whilst in Spain then the government changed the rules so I flew home 2 days earlier . I had contacted bioscience to ask then to change the date on the delivery by phone and email . I received an email to say it would be sent out the day I was traveling. This did not happen I didn’t get the kit till day 3 I did the test and returned within an hour and i haven’t had a Mail to say it has arrived and now being Friday evening don’t suppose I will hear anything over the weekend 😢 so I’m stuck at home now for at least another couple of days waste of money and time

A couple of suggestions for improvement:
1) Offer a digital copy of the tracking ID for the return sample via Royal Mail. I didn't take a copy scan of this but it would have been handy because I could have at least received confirmation of delivery from Royal Mail directly.

2) Consider specifically asking in your ordering process "if you can receive the product BEFORE your arrival date". In my case, I would have had someone to receive it and it would have been handy.

3) The description of where the security label should be placed on the box was unclear, suggest a better diagram or even better would be to supply a hyperlink to a small video on YouTube to make it crystal clear.

4) After submitting the sample I was asked to submit my passport number again - perhaps you can include that information in the original form that was filled out .

I ordered the test well before my date of travel and confirmation was received that they had received payment. I travelled on the 5th December and was meant to receive and take the test on the 7th. It didn't arrive until the 9th. I took it straight away and sent it back according to the instructions. I am still waiting for the result. Tomorrow is the 6th day since my arrival and still isolating at borrowed accommodation. At this rate I'll miss my flight back home as I won't be able to leave the house and my trip would have been completely wasted. I just wish I'd checked the reviews beforehand but it was a Government recommended provider. Obviously as useless as the Government.

Wouldn’t waste your money with this company, yes the test arrived however the result email is inaccessible and all contact attempted to this company has failed! Do not use!!

I ordered from here after a recommendation on facebook. Obviously you put your trust in a company, to fullfill there part of the deal.

So far i have no complaints. The tests were waiting for me to arrive.

I hady son post them yesterday and received an email to say they have arrived.

In the process of been checked.

Thumbs up so far.

I tried them for my day 2 PCR, I live in Nottingham, so I picked up and delivered my kit to their office. Got the results back in 6 hours!
Brilliant, I highly recommend them

I previously posted an exasperated one-star review for this service. The issue (that my PCR test had apparently not arrived and I was unable to contact the help desk) has since been resolved. So I'm revising the rating upwards. However I still don't feel I can give this service five stars for two reasons. (1) The difficult of reaching anyone on the phone. We initially tried to call with an enquiry last Sunday and just got a recorded message that the service was closed at weekends. When it seemed as though my test was lost, I kept getting sent round in circles by the phone menu, never talking to anyone and always ending up with a recorded message to send an email. I realise the service is under pressure but I found this inability to reach anyone a huge minus. (2) Less importantly, the instructions were a bit confusing and seemed to relate to a kit with different packaging. One of the two kits we received had no instruction leaflet at all. Overall the service is fine and very fairly priced but, at anxious times for everyone, we'd appreciate the process being smoother.