There was no way to leave a direct review on their website. I was not disappointed with the shipping. The customer service was good and they shipped me my 2nd test for cheap. I was unable to collect e... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I have used mylabbox for several years. Initially, I had no problems with them, now, I have continued to have issues with the tests that I order from them. They continue to send me the wrong collectio... See more
Company replied
Yes, shipping takes much longer than expected. Yes the kits come with confusing and conflicting information. Yes the support people take a long time and their responses are not always clear. Bu... See more
Company replied
Terrible. Kits arrive incomplete and even after contacting customer service, some components never arrive. There is no tracking information, so good luck figuring out when it arrives. Shipping back is... See more
Company replied
Company details
Written by the company
myLAB Box is the first and only nationwide at-home STD testing service in the U.S. It empowers users to take control of their health with easy, affordable and convenient testing solutions for prevalent infection risks. The myLAB Box test service is available in all 50 states and produces lab-certified results as accurate as testing in a clinic or a doctor's office in just a matter of days. Championing the motto "Safe is Sexy" we offer you a solution with unprecedented ease, convenience and price and links testing to treatment faster than any other conventional and alternative testing method. Suitable for men and women, our service empowers you to detect infections early in or out of relationships and take better care of your health.
Contact info
United States
- customerservice@mylabbox.com
- mylabbox.com
1.9
Poor
427 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 91% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The quickness by which my problem was…
The quickness by which my problem was solved
29 February 2024
Unprompted review
Reply from myLAB Box
Dear Kenneth,
We're thrilled to hear that we could resolve your issue promptly. Thank you for sharing your experience with us.
If you ever need assistance in the future, please don't hesitate to reach out.
Best,
Hannah
Very organized
Everything seems to be organized. Mel was a big help in helping me resolve a registration issue.
5 March 2024
Unprompted review
Reply from myLAB Box
Dear David,
Thank you for your feedback! We're glad to hear that everything seemed organized, and that Mel was able to assist you with resolving your registration issue.
If you have any further questions or need assistance in the future, please don't hesitate to reach out.
All the best,
Hannah
Mel was fantastic and helped with no…
Mel was fantastic and helped with no issues. Very quick and efficient.
1 March 2024
Unprompted review
Reply from myLAB Box
Dear Louise,
Thank you for your kind words! We're thrilled to hear that Mel provided you with fantastic assistance, and we appreciate your acknowledgment of her quick and efficient service.
We're here to help anytime you need assistance in the future.
All the best,
Hannah
Pleased with the service I have…
Pleased with the service I have received. I appreciate a place where I can economically get tests for things my doctor’s office does not offer or does not think is necessary. Good customer service.
29 February 2024
Unprompted review
Reply from myLAB Box
Dear Sherri,
We're delighted to hear that you are pleased with the service you received and that we could provide you with the tests you needed. Providing excellent customer service is a top priority for us, and we're glad we could assist you.
If you ever need anything else, please don't hesitate to reach out.
Best,
Hannah
Customer support will lie to you
After waiting six days for my test results, I was repeatedly lied to via email, on the telephone, text message and on their messaging application via their website. Everyone I spoke to or chatted with assured me that I would get my test results by the end of the day. An hour before they closed I chose to call and they told me that my test results were in, but they could not send them via email until they are released. I asked the woman on the phone if she could see my test results and she told me she could see them but then she couldn’t tell me what they were and that she couldn’t email them to me because it’s a security risk if they’re not “released”. She reassured me again that they would be sent today. They never were sent and I got an email advertisement at 8pmCST, suggesting “why not make a doctors appointment?” There is no reason for multiple staff members to lie to me and then withhold my test results for absolutely no reason. For all my testing it was over $300 and I submitted it nine days ago and have zero results after waiting 6 days. WHY LIE to your customers??? Canceled my subscription- NEVER AGAIN!
28 February 2024
Unprompted review
Reply from myLAB Box
We take your concern very seriously. Since these tests are personal, we'd like to resolve your concern privately.
Thank you!
Best,
Hannah
If you are on the East coast
If you are on the East coast, DO NOT use this service if you need to know your results fast. It took 1 week in the mail to get my specimen to their inconvenient location on the west coast. Now the lab has received it and it's been 4 days in their possession and I have yet to receive the results!!
16 February 2024
Unprompted review
Reply from myLAB Box
We take your concern very seriously. Since these tests are personal, we'd like to resolve your situation privately.
We look forward to getting your concern resolved.
Thank you!
Best,
Hannah
Customer Service
I came across some mishaps after the lab received my samples, however, customer service provided excellent support, resolving the issue immediately and timely.
Thanks, LAB BOX TEAM.
22 February 2024
Unprompted review
Reply from myLAB Box
Dear Tommy,
We're thrilled that our customer service team was able to provide excellent support and resolve the issue promptly. Your satisfaction is our top priority, and we're grateful for your acknowledgment of our efforts.
Please don't hesitate to reach out if you have any further concerns or questions.
Best,
Hanah
The kit was very easy with the detailed…
The kit was very easy with the detailed directions. I did have an issue registering my kit online, but their customer support quickly solved my problem.
Would no doubt recommend to others!
22 February 2024
Unprompted review
Reply from myLAB Box
Dear Michael,
We're glad to hear that you found our kit easy to use and that our customer support swiftly resolved any registration issues you encountered. Your recommendation means a lot to us.
If you have any further questions or need assistance, please feel free to reach out.
Best,
Hannah
Customer Support - Mel
Mel helps out with no hassle, very precise and fluent with response
20 February 2024
Unprompted review
Reply from myLAB Box
Dear Devon,
We're thrilled to hear that Mel provided you with precise and fluent assistance without any hassle. Providing excellent service is our priority, and we're grateful for your feedback.
Please don't hesitate to reach out if you need further assistance in the future.
Best,
Hannah
Couldn't get my MLB# to register
Couldn't get my MLB# to register, it kept telling me "invalid" but did a live chat with Mel - she was a lifesaver, especially since I had already mailed my test sample back in. I appreciate her help!
20 February 2024
Unprompted review
Reply from myLAB Box
Dear SG,
Thank you for sharing your experience with us! We're glad to hear that Mel was able to assist you with registering your MLB# via live chat. Customer satisfaction is our priority, and we're delighted to have been of help, especially during a crucial time like this.
If you have any more inquiries or need further assistance, don't hesitate to reach out. Thank you for sharing your positive experience!
Best,
Hannah
No results, no tracking, terrible customer service
Ordered a test from them last month. Registered the kit,Collected my samples and mailed it in. Received zero alerts as to return tracking. No updates or results. I have twice contacted their customer service and can get no information. I spent a lot of money on this kit and feel like I was scammed. And who knows where my blood sample is. Terrible customer service. I do not recommend using this company.
4 February 2024
Unprompted review
Reply from myLAB Box
We take your concern very seriously, and since these tests are personal, we'd like to resolve your situation privately.
We look forward to getting your concern resolved.
Thank you!
Best,
Hannah
Help with a 2nd test
I gave the Lab 6 stars because Mel helped figure out why my registration would not go forward. I had a second test sent to me after the first one did not have enough blood to test-my fault!. I think your system didn't like that I had another test to register and would not let me use my email to register the 2nd test. Mel got it all worked out! Can't wait for the result. Mel was very kind and understanding.
12 February 2024
Unprompted review
Reply from myLAB Box
Dear Connie,
Thank you very much for sharing your positive experience with us! We're thrilled to hear that Mel was able to assist you efficiently and effectively with registering your second test kit. Customer satisfaction is our top priority, and we're delighted that Mel's assistance made a difference for you.
We truly appreciate your kind words.
All the best,
Hannah
Reply from myLAB Box
We appreciate your feedback. We're glad you find our services fast, easy, discrete, and accurate. Your feedback means a lot to us.
If you have any more inquiries or need further assistance, don't hesitate to reach out. Thank you for sharing your positive experience!
Much appreciated,
Hannah
Great customer service
Great customer service
I had misplaced the instruction card for my test kit. I went on the website and had a chat session. My questions were answered and she gave me videos on how to do the blood collection. I now feel confident to complete my lab box.
1 February 2024
Unprompted review
Reply from myLAB Box
Thank you for sharing your positive experience, Debbie! We're glad our customer service team is always here to assist you. We appreciate your confidence in myLAB Box.
If you have any more inquiries or need further assistance, don't hesitate to reach out. Thank you for sharing your positive experience!
Much appreciated,
Hannah
Easy and not embarrassing tests.
The tests are very well put together with easy instructions. I like that I can test on my own, in my own home without a trip to the doctor. I get piece of mind, and it's not embarrassing like asking the doctor to test and getting judgy views from staff at the doctor office and I save so much money this way! The customer service is amazing when I have questions too. They are very understanding. If you need to test - this is the place to go.
30 January 2024
Unprompted review
Reply from myLAB Box
Dear Andrea,
I'm thrilled to hear that you found our tests convenient and well-designed. Providing peace of mind in the comfort of your own home is definitely our goal. We appreciate your kind words about our customer service as well.
If you have any more inquiries or need further assistance, don't hesitate to reach out. Thank you for sharing your positive experience!
Much appreciated,
Hannah
Easy, complete, and private!
I really appreciate the ease (and privacy) of LabBox’s at-home testing kits, and appreciate that they provide full STI screening, including three-site testing. Even my doctor’s office won’t do that unless I specifically ask! Absolutely worthwhile.
16 November 2023
Unprompted review
Reply from myLAB Box
I'm delighted you value our company's convenience and privacy. Your positive experience highlights the importance of accessible and thorough healthcare options.
If you have any more inquiries or need further assistance, don't hesitate to reach out. Thank you for sharing your positive experience!
Much appreciated,
Hannah
Mel was great
Mel was extremely helpful. Short. To the point. Solved my issue. Great service.
25 January 2024
Unprompted review
Reply from myLAB Box
I'm thrilled that Mel provided such excellent and efficient assistance, solving your issue promptly, Hannah.
If you have any more inquiries or need further assistance, don't hesitate to reach out. Thank you for sharing your positive experience!
Much appreciated,
Hannah
Mel was very quick to response to my…
Mel was very quick to respond to my questions via the chat box.
19 January 2024
Unprompted review
Reply from myLAB Box
That's fantastic to hear! We're glad Mel was able to respond promptly to your questions through the chat box, TK.
If you have any more inquiries or need further assistance, don't hesitate to reach out. Thank you for sharing your positive experience!
Best,
Hannah
Don’t waste your money
Awful. If what you’re looking for is time sensitive don’t waste your money. Go see a real doctor.
Paid for 2 day shipping, never even received a notification of shipment/tracking number. 5 days later I inquire and it’s arriving in 6 days. They refunded the extra shipping fee. Fine.
Submitted samples ASAP (we’re taking these tests for a reason, right?) and again no update.
10 (!) days go by, multiple requests for updates, 4 days later I’m told samples were received “outside of testing window” in spite of delivering them on time with their return label.
I finally ask for refund as by this time I can’t wait around anymore. They tell me due to policy once samples are received no refunds. What? You didn’t even test anything and every error was on their end and I’m out $100+ ?? Total scam.
23 January 2024
Unprompted review
Reply from myLAB Box
We take your concern very seriously, and since these tests are personal, we'd like to resolve your situation privately.
We look forward to getting your concern resolved.
Thank you!
Best,
Hannah
I was helped with everything I needed…
I was helped with everything I needed it wasn't difficult at all thank you
23 January 2024
Unprompted review
Reply from myLAB Box
You're very welcome! I'm delighted to hear that we could assist you with everything you needed and that the process was smooth for you, Laura.
If you have any more inquiries or need further assistance, don't hesitate to reach out. Thank you for sharing your positive experience!
Best,
Hannah
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