Verified
After seeing some poor reviews on Facebook, I was worried that we’d have trouble, but honestly the whole process went perfectly! We received the home testing kit the day after placing the order and af... See more
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Verified
I think the place that my test went to has closed and I wasn't expecting a result. I was happily surprised when I did get my result. I want to thank those working behind the scenes for this satisfacto... See more
Company replied
Verified
They made an awful experience quite pleasant! Having the test and then sending it off fir the results is always nerve racking, especially when you have to travel. Trustpilot web site was clear and con... See more
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Verified
Test results took 3 full days after posting to get back to me. No way of tracking progress or chasing. Test results sheet didn’t appear to be as complete as other providers for fit to fly certific... See more
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3.9
Great
5K reviews
Verified
The instructions were really clear and…
The instructions were really clear and the results came through quickly
Date of experience: October 28, 2022
Reply from Prenetics
Good day,
Thank you for your feedback.
We are delighted to know that we were able to create a fast, easy and fluent customer experience for you.
Our customer centricity is centered on customer service excellence, making our services efficient for every customer and providing the best possible resolutions.
We wish to hear from you again in the near and distant future.
Please feel free to reach out to us, should you need a Covid test.
Stay safe!
Verified
Quick and prompt service
Date of experience: October 19, 2022
Reply from Prenetics
Good day,
Thank you for your feedback, it is very much appreciated.
We try our best to ensure that we make the testing process very convenient for every customer.
Please feel free to reach out should you require any assistance.
Take care
Verified
Test arrived day after ordering
Test arrived day after ordering. Only nuisance was having to set up profile which took me 35 mins. That's why 4 stars not 5.
Date of experience: October 15, 2022
Reply from Prenetics
Hi Bev,
Thank you for your feedback, it is very much appreciated as it will aid us greatly in improving our customer experience in regards to interacting with our system.
We are glad your experience was pleasant and we thank you for your support.
We look forward to serving you again.
Please feel free to reach out to us, should you need assistance.
Stay safe!
Verified
Very straightforward process
Date of experience: October 15, 2022
Reply from Prenetics
Hello Debra,
Thank you for testing with Prenetics!
We are so happy to hear that you found our service very helpful. We look forward to testing with you in future.
Best wishes.
Turns out you can only set up an…
Turns out you can only set up an account, which is required in order for you to be able to book a PCR test, if you have a UK phone number! After speaking with, and being cut off twice by, a customer service representative, she finally decided that my Aussie phone number meant that it was not possible to set up an account! So, no UK phone, no PCR test for you.
Update:
Thank you for your reply. However, I went to the site shown, to see if I could get a PCR test anyway. The doors were closed, and a notice was in place saying “Back in 5 minutes”. I went away for a while, then returned to still-closed doors. Turns out, when I called again, that you no longer conduct tests from this site! A message saying you'd closed down several months ago rather than a message saying you'd be back in 5 minutes would have been helpful. I still have not been able to get a test, although I require one urgently. I now know better than to trust anything Prenetic indicates.
Update: Reply from Prenetics 10 Oct 2022
“Reply from Prenetics
Updated 2 hours ago
Greetings,
Could you kindly please email us with your details so that one of our customer representatives can guide you through the process.
Best wishes“
Update from me to Prenetics: 10 Oct 2022
Did you even READ my review? An officer already did “guide me through the process“ at the time I was trying to book a test, and advised me it couldn't be done with an Aussie phone number. Is another officer going to tell me something different? You're not presenting yourself as a very professional organization.
More importantly, there is precisely no point in anyone guiding me through the process if the facility I wish to book at has been “Back in 5 minutes“ for the last six months!
Date of experience: October 09, 2022
Reply from Prenetics
Thank you for your feedback, it will aid us greatly in improving our customer experience in regards to interacting with our system.
Kindly please accept our apologies for the inconvenience and the stress this whole process may have caused you. We try our best to ensure that we make the testing process very convenient for every customer.
Should you have any further queries and or concerns please do not hesitate to send an email of correspondence — it would be my pleasure to assist.
Take care
Verified
Reply from Prenetics
Hi Stephen,
We are delighted to hear that you have had a rapid and efficient testing journey with us. We strive in providing the best and quick service for our clients during these times.
We cherish and appreciate you for taking time to share your valuable and positive feedback.
We are grateful to you for trusting us to fulfill your testing needs.
Thank you for your kind words.
Please feel free to reach out to us should you require COVID testing in future.
Best Wishes
Verified
Ordered prc kit had the results in 24…
Ordered prc kit had the results in 24 hours. Really good service
Date of experience: October 08, 2022
Reply from Prenetics
Hi Gareth,
We are delighted to hear that you have had a rapid and efficient testing journey with us. We strive in providing the best and quick service for our clients during these times.
We cherish and appreciate you for taking time to share your valuable and positive feedback.
We are grateful to you for trusting us to fulfill your testing needs.
Thank you for your kind words.
Please feel free to reach out to us should you require COVID testing in future.
Best Wishes
Verified
Excellent service:polite and efficient…
Excellent service:polite and efficient staff combined with fast turnover of test.Would definitely use again!!
Date of experience: October 07, 2022
Reply from Prenetics
Good day,
Thank you for your feedback.
We are delighted to know that we were able to create a fast, easy and fluent customer experience for you.
Our customer centricity is centered on customer service excellence, making our services efficient for every customer and providing the best possible resolutions.
We wish to hear from you again in the near and distant future.
Please feel free to reach out to us, should you need a Covid test.
Stay safe!
Verified
Good and effective service
Date of experience: October 05, 2022
Reply from Prenetics
Hi Gloria,
We are delighted to hear that you have had a rapid and efficient testing journey with us. We strive in providing the best and quick service for our clients during these times.
We cherish and appreciate you for taking time to share your valuable and positive feedback.
We are grateful to you for trusting us to fulfill your testing needs.
Thank you for your kind words.
Please feel free to reach out to us should you require COVID testing in future.
Best Wishes
Verified
Excellent service
Date of experience: October 01, 2022
Reply from Prenetics
Hi Rita,
Thank you for your positive feedback, so delighted to hear our system was user friendly and you had a seamless, stress-free testing experience with our company.
We look forward to working with you again for any future testing requirements that you may need.
Stay safe!
Verified
I reached out twice for advice and the…
I reached out twice for advice and the reps replied in clear English. Simple to follow service and reliable as I had a small window for my fit to fly documents/test
Date of experience: September 29, 2022
Reply from Prenetics
Hi Rachid,
Thank you for your positive feedback, so delighted to hear our system was user friendly and you had a seamless, stress-free testing experience with our company.
We look forward to working with you again for any future testing requirements that you may need.
Stay safe!
Verified
Slightly cheaper PCR tests to purchase but a quality service
It was slightly cheaper to purchase PCR tests online from Prenetics than from other companies. As stated the tests were delivered the next day with full written instructions enclosed. In addition, their emails contained comprehensive information, links and also a video which explained the process to follow. However, this video did not have sound, only text on the screen. I think including sound instructions would make it easier to follow because the print was quite small. From the links provided it was easy to identify local Royal Mail priority post boxes but virtually impossible to find the location of the testing/sample drop off pods on the map. It kept giving me results for Kent!
The process of scanning QR codes, labelling the test tube and returning the sample was less complicated than anticipated. I received email confirmation that I had successfully activated the test which was reassuring. The results and certification were sent by email on the same day that the laboratory received and processed my sample.
Date of experience: September 24, 2022
Reply from Prenetics
Hi Anne,
Thank you for your feedback, it is very much appreciated as it will aid us greatly in improving our customer experience in regards to interacting with our system.
We are so delighted to hear our system was user friendly and you had a seamless, stress-free testing experience with our company.
We look forward to working with you again for any future testing requirements that you may need.
Stay safe!
Verified
Almost good enough
As ever, though well explained on the video, it was not quite as straightforward as it looked.
Main difficulty was in negotiating the on-line instructions - more difficult even for an intelligent [almost] 80 year old!
But thank you.
Date of experience: September 26, 2022
Reply from Prenetics
Hi Jackie,
Thank you for your feedback, it is very much appreciated as it will aid us greatly in improving our customer experience in regards to interacting with our system.
We look forward to working with you again for any future testing requirements that you may need.
Stay safe!
Verified
I was dubious about doing this test
I was dubious about doing this test, I was very surprised how easy it was. It came back with in 24hrs.
I was alarmed when I saw it said collection date an hr before the time UTC. However looked it up and I was relieved. I will use it again.
Date of experience: September 26, 2022
Reply from Prenetics
Hi Valerie,
Thank you for your feedback, it is very much appreciated as it will aid us greatly in improving our customer experience in regards to interacting with our system.
We look forward to working with you again for any future testing requirements that you may need.
Stay safe!
Verified
PCR Test
Second company I contacted for a PCR test which I needed quickly for insurance purpose
They were very quick
Test was explained very well result back within 48 hours would use this company again if needed and would highly recommend
Date of experience: September 26, 2022
Reply from Prenetics
Hi Mrs Brown,
We at Prenetics would like to thank you for your valued feedback.
We are delighted to have alleviated all possible stress surrounding your travelling arrangements.
Thank you for letting our clientele community know that you had the perfect customer experience.
We look forward to creating your next best customer service experience.
Stay safe!
Verified
Good work finding my test result
I think the place that my test went to has closed and I wasn't expecting a result. I was happily surprised when I did get my result. I want to thank those working behind the scenes for this satisfactory conclusion. It was negative, so that was reassuring as I am running the London Marathon on Sunday
Date of experience: September 24, 2022
Reply from Prenetics
Hi Austin
Thank you for your positive feedback, so delighted to hear your experience was stress-free and we will certainly share your thanks with our team.
We look forward to working with you again for any future testing requirements that you may need.
Stay safe and good luck on your Marathon!
Verified
Excellent
Excellent, would use your services again, very quick and prompt reply from your company, thank you 😊
Date of experience: September 23, 2022
Reply from Prenetics
Hi Lynette
Thank you for your positive feedback, so delighted to hear our system was user friendly and you had a seamless, stress-free testing experience with our company.
We look forward to working with you again for any future testing requirements that you may need.
Stay safe!
Verified
Test results took 3 full days
Test results took 3 full days after posting to get back to me. No way of tracking progress or chasing. Test results sheet didn’t appear to be as complete as other providers for fit to fly certification
Date of experience: September 23, 2022
Reply from Prenetics
Hi Gavin,
Thank you for your honest feedback.
Depending on the method of which your sample has reached the laboratory, will determine the speed of your results delivery. Upon receipt of your sample at our laboratory, results will be released within 24 hours.*
Please take note that collection times need to be taken into consideration on the post box you have used to return your kit as this would influence how quickly we receive your sample.
Additionally Royal Mail do not deliver on Sundays also if this was returned over a weekend period.
Please refer to our delivery instructions for more information:
https://www.projectscreen.co.uk/delivery_returns
Cancelled tests weeks ago,when po…
Cancelled tests weeks ago,when po cruises changed there Covid 19 policy,still have not received a refund after cancelling tests in July,told me the refund was being processed,now 24/09/22 still not received ?.
Date of experience: September 24, 2022
Reply from Prenetics
Hi Paul,
Thank you for your feedback.
We can certainly support you. Can you please email complaints@prenetics.com and a member of our team can investigate and provide feedback?
Zana Cariova
I don’t got the results in 3 hours time, test results come after 13 hours from time I submit them on their website. I have all emails I sent trying to get help:
18 Sept 2022, 22:49 BST
Hi!
I still waiting for my result!
Please!
Zana Cariova
. I got answer on email next day at night, (Thembisile (the name was contacted me ) asks to send pictures to provide proof of tests:.
Thembisile Malinga (Prenetics EMEA Ltd)
19 Sept 2022, 01:27 BST
Hi Zana
Thank you for reaching out to Prenetics!
Could you kindly please send a picture of the test you took so we may further assist?
Looking forward to your response.
Kind regards,
Thembisile Malinga
Community Success Agent
Prenetics
I and my husband was already on way to airport, we went back home, to take pictures and send them back, expecting to have results. No way!
I got the answer 20/0922 from Joseph Koloto: Dear Zana,
Thank you for the confirmation,
I am happy to confirm that the results have been released for the screenshot attached.
If you have further issues, please do not hesitate to let me know.
Kind regards,
Joseph Koloto
Senior Community Success Agent
Prenetics
Prenetics | CircleDNA | Project Screen | DNAfit
Disclaimer: This email and any files transmitted with it may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Prenetics EMEA Ltd. If you are not the intended recipient of this email, you must neither take any action based upon its contents nor copy or share it with anyone. We kindly request that you contact the sender if you believe you have received this email in error then remove it from your system.
A: Unit 2, Orpington Business Park, Faraday Way, Orpington, BR5 3AA
Company registered number: 08834823
Joseph Koloto (Prenetics EMEA Ltd)
20 Sept 2022, 08:36 BST
Dear Zana,
Thank you for reaching out to Prenetics,
Apologies for the delayed response caused by the public holiday.
I am happy to confirm that the results for both images received have been released accordingly.
I hope you have managed to download the PDF reports of your results.
Please do not hesitate to contact us should you need further assistance.
Kind regards,
Joseph Koloto
Senior Community Success Agent
Date of experience: September 18, 2022
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