Nwp Online Reviews 48

Never trust NWP. I have trusted them and sent sample for Fit to Fly certificate but in the end I have not received the results which resulted in paying a huge penalty to proceed with the travel. Sad part is that I did not receive the result even after speaking to their team 4 times a day before my travel.

Highlights of their service
- No reply to the enquiries
- No regrets from their team
- No mention about refund
- Trusting them is like wasting your time, money and energy

Useless customer service, 3 weeks and we have stilll not recieved our day 2 test results. The answer I got was that it has problably got lost in the post and that they don't cover that, bare in mind that my partner has not received his results as well. No refund or anything.
Would give 0 starts if I could
Update they have now sent us a new test.

Avoid at all costs. We received our test result three weeks after having sent it. Their customer support does not reply to your emails. If you use this provider then you will certainly not leave quarantine or make your flight.

Worst provider and customer service ever and don't offer a refund for their disgraceful service.

Not only I have not received a DAY2 test kit which was mentioned to be delivered last 5th January but everytime I have spoken to one of the customer service representatives, they have been very unhelpful and kept hanging the phone on me.

5 days after ordering, tests have not arrived, despite paying for 1st class Royal Mail, and recieving other Royal Mail delivereies every day.

No response from complaint via their online form

AVOID

9 days and no test has turned up. They don't respond to emails or phone calls.

This is a scam/ fraud of the highest order. I'm £80 out of pocket for a PCR test that never came. Faceless cowards collecting honest peoples money.

Do not use this company, the are very slow. You will receive your results in best case scenario to late...

Avoid. After one week still waiting for pcr tests to arrive. Impossible to track. Impossible to get in touch with the company. Tried emails and phone. No customer service.

It stated that we would receive notification the day before flying back to UK with link to upload results, we never received. We tried to call/ email but couldn't get through as offices shut and no support available. We, had to buy new flights and get a test in Spain at a private hospital, all at our own expense and time just to get back to UK. Have contacted NWP and was told that we 'can have Christmas too'- fair enough but some level of support is still necessary. Apparently it was 'clear' on website about festive opening hours. However this was not made clear when purchasing tests for festive period. They have taken no responsibility and are not even offering a refund for the tests- let alone the £100s extra that we have had to spend.

For anyone waiting for a link to upload results check your text messages the day you bought or received the lateral flow test there will be a link to upload in the text. I have not received a certificate yet but uploaded results this morning.

AVOID. We have had to spend an extra £200 and rebook tests with another provider because they didn't send the link as promised, and impossible to contact company by phone or email.

I will avoid Nwp at all cost next time. My husband received his results( both posted together) 48 hrs later and I ve still not received my after 4 days. Most unhelpful staff. Quick to take your money but no refund given.

I bought a day 2 PCR test about 2 months ago for my flight returning to the UK. The 1st test got lost in the mail, I waited for a week and once I saw the results weren't back I contacted them. They sent me another test, did the same took the sample, and send it back. (I did a different test with a different company in the meantime to get back to work). The same situation happened 2nd time, I am not receiving my results so I contacted NWP through email, phone (which is always in busy line) I have sent multiply messages regarding my results for the past 2 months and nothing. They don't even bother to reply. All they can say is that they don't have a refund policy. Don't use this company they are never gonna send you the results and if there's a problem they will never get back to you.

We purchased fit-to-fly PCR tests for my wife and myself, we each had separate e-mails linked to our respective order numbers confirming order receipt and dispatch. In view of the need for a test to be no older than 48 hours I dropped both tests off at NWP's lab to avoid risk of postal delays (2 hour each way drive). My wife received her results just before midnight, by which time we wisely booked separate very costly quick turn around tests at Manchester Airport for the day of our flight. 3 days later i still haven't has my result, on phoning I was told that they had my result but didn't send it because they didn't have my e-mail address, this was despite NWP having previously emailed me the order acknowledgement and dispatch note both with the order number on my test. Despite this being due to a "failure in their systems" they refuse to refund the cost of the test.

Terrible. I’m still waiting for my day 2 pcr results , a week on. They don’t respond to emails. I had to wait on hold for an hour and when I got through the woman was unhelpful and she ended up hanging up on me. They’re cheap but totally useless

My experience is almost identical to that written by the person who returned from Barbados in that when in France I became aware of the change of Covid test requirements from lateral flow, which I had already bought, to PCR. I tried to book a Day 2 PCR test but the NWP site did not allow this, the only PCR test available being a 5 day release one. I asked my son in UK to contact NWP by phone and he wasted many hours trying to get through, sometimes being directed to a line which went dead. I complained via their email channel and was told that someone would respond shortly. No-one did, so later I contacted the general manager receiving a terse reply to the effect that lateral flow test costs would not be repaid, which I understood from T&C.
There was no apology for grossly unprofessional practice.
Why is this company allowed to practise?

My wife and I purchased on the 9/11/21 two LFTs to be taken at home within two days of our return from our upcoming holiday in Barbados. Whilst on holiday the UK rules changed requiring us to take a PCR test on our return to the UK. It seemed all our fellow UK holiday contacts received an email from their test providers setting out how to up grade from a LFT to a PCR as required to comply with the new rules, we received no information from Nwp. Despite emailing Nwp from Barbados I received no reply and then selected another UK test provider. Very poor customer service the 1 star I've awarded was only because the LFT pack did arrive one day after purchase. Nwp are now emailing me on our return to the UK yesterday to complete out LFTs and return to them for analysis, Nwp don't seem to be aware of the current UK rules.

Very poor service.

We paid for four tests. NWP state results will be returned the same day we posted all tests together as a group, 1 came back 24hours later, 2 3days later and one was never received.

When I complained I got two replies one saying they hadn't received our samples which was clearly false as we had had one result, and another that our results were being processed.

Rubbish service. I would not recommend using them.

Very poor service (Part 2)

There was no email with a link to upload the image of my negative test so I called their so called support line. As usual someone picked up the phone and asked me to hold. Eventually they came back on the line and sent me an email with the link. When i went to upload my photo of the test kit i got two messages one saying 'Uploading in progress' the other saying 'the file failed to upload'. When I called again I got the usual 'please hold and I'll get back to you following which I had a long wait before the line went dead.