On 5th February I ordered 4 tests 1 for myself and 3 children for a family holiday - Three different addresses as they all work. 4 test kits going to 3 separate addressed. On 8th Feb the 4 test kits arrived but one, the principal account holder, not arriving at my home address.

8th February I spent hours on the phone with Eurofins 7 calls in all and was assured that a replacement kit would arrive at my home address Wednesday morning.

9th February Morning NO test kit, in spite of written assurances that the kit would arrive at the correct address.

Have spent 30 minutes on hold having spoken to a senior manager and I was told that

The replacement test kit had been sent to the correct home address but with the wrong postcode (one of my children's). I was then told that I could drive 90 minutes away to a drive in site, which is unacceptable for obvious reasons. STILL no solution and believe it or not at one point I was told that if I wanted a solution I should go and use another provider!!!!!

UPDATE a further test I ordered for my daughter at 09:24 on the 8th February as not arrived and I have been advised that I have two further tests coming to my home address, this time with the correct address and postcode.

If this is the issues I have encountered with GETTING the test kits what assurances do I have that the packs will be correctly tested when sent in before my flight

I have lost all faith in this company and when one reads the other reviews over the past few days many have lost holidays which is utterly unacceptable

As a result of this I have taken the advice of the Eurofins Senior manager and will be going to a walk-in reputable provider

I will not have my holiday put at risk or leave the handling of this matter in the hands of a team who mix-up addresses - post items to the wrong location AND above all tell me to use another provider as a solution

72 hour window fast approaching and holiday at risk – Utterly incompetent – AVOID at all cost or use if you are happy to take the risk - I am absolutely not

Support for this service is woeful. Customers need to be able to call and speak to someone when they need help.

My partner and I recently purchased Fit to Fly PCR home tests from Eurofins needed prior to a holiday to St Lucia. My partner's kit was received by Eurofins and his result returned promptly, however my results were not.

When I contacted Eurofins I was first told that my test kit was 'missing' and then that it had not been delivered by Royal Mail. The Royal Mail tracking service clearly shows that it was delivered to Eurofins at the same time as my partners therefore I can only conclude that Eurofins have lost it.

Cutting a long story short this resulted in us being unable to travel and incurring a significant fee to amend our holiday, not to mention the stress and upset it caused.

The Eurofins member of staff I spoke to at the time was polite and sympathetic but did not seem to have the means to resolve the issue. I submitted a written complaint 7 days ago but am yet to receive a response.

Update: Thank you for the quick response Kaylee. As well as speaking to staff at the time I have contacted Eurofins in writing with full details using the link you provide, 7 days ago. Please let me know if I need to chase this up.

Do not use. Testing results was not provided within time bracket & we instead received “no data available” along with another result email following after when it was too late, and so, forking out for a rapid pcr from another company instead.
Awful to get hold of via email or phone as well. Likely to be a scam.

My apologies in advance to Eurofins, but past experience has taught me that the only way to get their attention is to post a new and negative review here. Updating an old one or sending an email to draw their attention to the fact that they have still done nothing with the earlier complaint does not seem to do anything. I copy and paste the original complaint, and the update to it below.

This should explain it all - an email sent five days ago, which nobody has replied to:

I now have to make a complaint to you for the third time - except now it has to be formally, in writing.
Not that the first one, or the second one registered by phone has gone anywhere at all - I have had nothing whatsoever back from you on either of those (the second one made two weeks ago).
The first related to a very slow test result for a day two test - the delay being that you took 36 hours to transport the sample 40 miles. The excuse that your published turnaround time is only from when the sample reaches the lab does not exonerate you from responsibility to perform your duties with the legally required due skill and care. And taking a day and a half to get a sample 40 miles from one of your sample drop off points to the lab (Wheatley to Teddington - not exactly remote places by any stretch of the imagination) is simply not acceptable. Nor is the fact that having made that a formal complaint - particularly because I took exception to being told that my options were to just carry on waiting an indefinite period of time, or cancel the test and have a refund - when I am under a legal obligation to have the test done. You need to be aware of your own obligations under the supply of goods and services act. Why did you do nothing with that complaint?

Now to two weeks ago - where I had a drive through PCR booked at Heathrow. The promise being a quick and efficient drive through service. Not a chance. First - your signage compared to that of your competitors to find the testing site, is rubbish. Secondly, though there were only three people ahead of us in the queue on arrival (an insignificant number considering that you had about 280 slots available for between 10 and 11 on the morning when I booked it just four hours before arriving), and secondly, it still took half an hour. Why? Because there was just ONE person on duty having to do everything. Everything, including guiding people into downloading the TrustOne (or more like Can't trust one) app, because trying on the website (following the link in the confirmation email) just doesn't work. The one guy who was there on duty was brilliant - but as a company you are letting him and ALL of your customers down.

Besides yet another half hour of my time wasted, it cost me an extra £20 in waiting time for my taxi.
There was that half hour, plus the several hours I have spent at different times trying to get through to a human being at Eurofins, then explaining everything, all for nothing at all.
After finally getting home from Heathrow, I phoned yet again to make complaint - queue for nearly 20 mins, I finally get through to a human being - and by some magical coincidence the call gets cut off soon as I say I want to make a complaint.
Second call, another 20 minutes in a queue, I spoke to Zarah in Warrington - she was very helpful.
She said she would pass the complaint onto her boss to deal with - and in just short of two weeks, what have I heard back?

Yes, that is the answer above - nothing.
I have paid Eurofins in good faith to provide the level of service that you promise - and on two out of the last three occasions I have used you, you have let me down.
And then - you waste a ton more my time by simply ignoring complaints.

That you waste hours of my time with your erratic testing service, and then waste literally hours of my time on the phone chasing you up, and then having to make a complaint that you then proceed to ignore, simply is not good enough.
Please ensure I have your full written response to this complaint by the end of this week (5pm on Friday 17th December).

Eurofins commented on my original Trustpilot review saying they would email me, which they did on 22nd Dec 2021 to apologise.

Update 06 Feb 2022
Eurofins contacted me in response to my adverse review. Even gave me a complaint reference. However, in the more than six weeks since, and despite me having sent them a further four emails, I have had precisely zero back from them.
I have no idea whether they will see that this review has been updated and will then respond. If not, then I guess I will write a further highly critical Trustpilot review to get their attention as it appears that public reviews that are critical of their service is all that they care about. They respond to these publicly to try and make it appear that they are doing something, when they have no intention of doing anything more than creating the impression that they care.

We booked our 7am covid test online which was very easy. Unfortunately No one showed up until after 7.30am- not impressed!

I am a repeat customer and although the process was slightly different to last year it was still efficient. The customer service agents were helpful. I’d forgotten my passport so they asked for another form of ID and I had my driver’s license which was handy. I got my results in 5-6 hours which was great because I could then complete my pre-flight checks in time.

Excellent service. No queue, friendly staff and results in 6 hours.

YOUR SERVICE WAS EXCELLENT AND WE TAKEN THE PRINTOUT. BUT WE HAD A PROBLEM AT THE AIRPORT WHILE CHECK IN. THE CHECK IN AGENT WAS NOT ACCEPTING THE REPORT (EMIRATES) AND DECLINED TO BOARD IN AND THEN WE HAVE CONTACTED THE EMIRATE REPRESENTATIVE ABOUT THE ISSUE AND LATER APPROVED. THEY WERE TOLD THAT NOTHING MENTIONED ABOUT THE SWAB TAKEN FROM WHERE AND WHO HAS TAKEN THE SWAB. IF YOU KEEP IT IN MIND AND IF YOU CAN INCLUDE THE SAME IT WILL BE APPRECIATED. YOU MAY ALSO CONTACT THE APPROPRIATE AUTHORITY ON THE SUBJECT.

Booked a PCR test at site, seemed to be a random portakabin in a car park. Test fine but left feeling concerned about getting results back.
Early hours of the morning recv an email stating results were in- went into the portal to find out it said - No Data Available.
With less than 24 hours to flight this was a huge concern. Called in and they said ‘sorry we are having portal problems just wait’. Waited another few hours again, called back and advised the same and to wait. At this point I have half a day to the flight and limited alternative (very expensive) options to do another PCR at the airport.
Finally called again at lunchtime and refused to get off the phone until someone would confirm what my results were, I was finally transferred to someone who instantly updated the portal and it had the negative test certificate!
This IT ‘glitch’ created a massive amount of stress and anxiety prior to my holiday and nearly caused me to drive to the airport and pay for a very expensive alternative. I would not recommend if they cannot sort this problem

Just perfect and costs were not a ripoff

This was a trouble free experience. We did feel that it was like a drug drop off as we wound through a long pathway passing many parking bays etc.to be met by a night watchman who handed us the package with instructions. Only one car was a head of us. We popped the test into the box & a few hours later received our negative result.

Don't use if you're flying with Emirates!!! These tests are not carried out by a medical professional, they are self tests which Emirates do not accept! Had to pay for another RTPCR test with a different company (which was more expensive as we needed fast results due to lack of time). Disappointing that we were not informed of this.

Polite, friendly service given the exposed position for the two operatives . Results came through within eight hours

Took over four hours to get the fit to fly results for myself after having to phone to chase it up

Friendly and swift service at drive through service at Heathrow T4. Hoping the results are as quick as promised too🙌🏽🙌🏽🙌🏽

Booked a PCR test at Bath site for Sunday 6th Feb. Turned up at the site and no one was there and it was closed.
Looking at the C the world website they say they aren’t open Sunday. Why was I allowed to book a slot for then on eurofins website then?!

No one on the phone at all to get hold of

Excellent service. The personnel was polite, efficient and punctual.
Many thanks