ComplaintsforRapid Test & Trace Canada

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Initial Complaint
26/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
placed an order which is delayed unable to reach company- all phone numbers out of service, no response to chat and email inquiries
Business response
26/02/2024
Dear ******* - we received your feedback and we are delighted to give you answers to your question.
Our customer service representatives are always online from *** ** *** EST if you have any questions or concerns. We can be reached here ********************************************************************

********** on the bubble head on the bottom right corner and then fill out the information and type in your concerns. We will respond as soon as we received your message.

Thank you so much and have a great day ahead! :)
Customer response
27/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Issue with business resolved- item received

Sincerely,

*************************
Initial Complaint
18/11/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ordered three InBios Covid-19 Antigen Self-test that arrived yesterday. All three are lot#BB6469 and have an expiration date of 11/2022. So I talked with online chat and they send me a letter internal from their company stating the US *** approved shelf-life extension 10 months on the letter dated March 3, 2022.In the letter it has the lot numbers and extended shelf life which mine now expire Dec 2022. I have cruises scheduled for Dec 22 and March ************************************************ 11/22. If I knew this up front, I would have ordered from somewhere else. I would like newer test kits that don't expire 1 month after purchase or a refund.
Business response
21/11/2022
Hi *****,

I appreciate your concern with the expiry dates of the tests you received. I can assure you the *** has extended the expiry of the InBios Antigen tests have been extended by the *** and are still valid, as per attached certification. For a list of *** approved tests and whether they have authorization for expiry extension, please visit their website *********************************************************************************************************************

In some cases, the expiration date for a test may be extended. An extended expiration date means the manufacturer provided data showing that the shelf-life is longer than was known when the test was first authorized.

That said, I am happy to issue a replacement order with our iHealth Antigen tests which have an expiry of March 28, 2023 and and *** extension to June 28, 2023. If this not a satisfactory solution for you I can issue a full refund for the tests you received. Please confirm how you would like to proceed.

Take care,
*******************
Customer Service Manager
Initial Complaint
18/03/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We ordered 500 Covid-19 Rapid Response tests on January 6th with an ETA delivery time of 4-8 business days. We did not receive any delivery tracking email for our order, even after repeated email requests were sent to Rapid Test & Trace Canada. On February 1st, we requested a cancellation of the order due to not being contacted or provided with a delivery status update info. On their ************* Policy it states "Section 3 - No refunds or exchanges of the products will be permitted, except if you cancel your order before it has been processed for shipping.". A customer service rep emailed the delivery/tracking info the same day the order was delivered. We then discovered that we received the wrong ************* Rapid Test & Trace Canada will not allow us to exchange or return the unopened box of tests which we cannot use as we are not a lab facility. At this point, we are so frustrated with having spent $7,500 and not being able to have someone respond to us to resolve this matter. According to the ************* Policy listed on Rapid Test & Trace Canada's website, "Section 12. Customer Support and Information", clearly states that exchanges and returns are possible after contacting their **************** team. Our experience with their **************** Team was not handled professionally and no offer was given to help escalate further for a resolution. On February 3rd, we requested to be directed to a manager or corporate business owner and have yet to be contacted. At first we wanted an exchange for the correct product and now we would just like to receive a full refund. Personally, I would not recommend others to purchase from this company as this has been an extremely frustrating and unpleasant experience. If required, I have kept all email correspondence reaching out to Rapid Test & Trace Canada.
Business response
21/03/2022
Our sincere apologies for the delays and any inconvenience! After receiving this complaint we have been in contact with our warehouse to send a replacement and the team has sent an email to confirm this with you. We thank you for the continued patience while we worked to resolve this and again apologize for any inconvenience. Warm regards.
Initial Complaint
08/03/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered the ****** Rapid Response COVID-19 IgG/IgM Antibody Test - 5 Pack (2 boxes total) at a total cost of $180.00. I placed my order on Jan 24, 2022, and received my product on Feb 17, 2022. I noticed that the expiry date of both boxes is May 2022. The product advertised on the website claims a shelf life of ***** months. I complained to the company that they sold me product that is too close to the expiry date. I asked the company to either send me replacement product (respecting the expiry date advertised on their website) or a refund, because the product I received is close to expiry. The company has refused to honour either request, and stopped responding to my messages.
Business response
08/03/2022
Our sincere apologies for any delays! Your order has recently been refunded and we apologize for any inconvenience. We have attached a time stamp of the refund for further clarification and If you require any further information don't hesitate to send our team an email and we will be happy to assist. Apologies again and thank you for the patience while we worked to resolve this. Warm regards.
Customer response
09/03/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Thank you for your assistance, if it was not for BBB I don't think this issue would have been resolved. I tried repeatedly to communicate with this company and they refused a refund. It was not until I filed a complaint with BBB that the company started being responsive to my emails and agreed to a refund.

So a big thank you from me, I really appreciate what you do.

Sincerely,

*********************
Initial Complaint
16/02/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Placed an order on Jan 3, credit card was charged $202.00 on Jan 5, as of today Feb 15, 2022 have not received product. Sent emails asking why credit card was charged without product shipped and they said it was their policy. ** ******* ** ****** *** **** ** * ******** *** **** **** ******* ********** *********** I sent a second email to request that my order ****** be cancelled and my credit card be refunded and I have not received a credit as of yet. Although they have responded to my emails, rather than simply respond, you have to click on a link that does not work to see their response. Clearly this company needs help managing their business and their business practices should be reviewed as they are not very ethical in my opinion. I would like a refund to my credit card!
Business response
17/02/2022
Our sincere apologies for the delays! We experience an extremely large amount of customer inquires and orders everyday and are working around the clock to keep up with expectations. Based on the order# provided, your order has indeed already been shipped and you should have received tracking information on the 15th. We apologize for the continued delays however parts of our shipments continue to be diverted to the government without prior notice to us. We have ******** your order details and tracking information for clarity. Warm regards.
Initial Complaint
15/02/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello: It looks like this is a common complaint about this company. Here are the details... Order date Jan 6th & 10th; Amount $1,408.20; Order #'s: ****** and ******; purchased COVID rapid test kits; The product still has not been shipped.; Correspondence: I have emailed them on three occasions and have been told... Jan 21st - "Your order arrived in the warehouse. A tracking number will be sent once they ship.".... Feb 3rd - "I will let the warehouse know you've been waiting a long time. They will send your tests asap.".... Feb 14th - "Your order has been processed for shipment. A tracking number will be sent by email once it ships within 24 hours. It can sometimes appear in your junk mail.".... Feb 14th - (via online chat) Upon checking your order #****** is already processed for shipment. Do not worry we are doing our best to make sure that your order will arrive to you the soonest possible that we can. Apologies for all the delays.". Their site says delivery in 2-4 business days; others should know this is NOT accurate. If they had told me the demand was higher than expected and that it would be mid February, we would have accepted that. Transparency goes a long way.Thank you.
Business response
15/02/2022
Our most sincere apologies for the delays! Parts of our shipments continue to be diverted to the government without prior notice to us. We completely understand the frustration and can guarantee all orders will be honored. Our team is working around the clock to fulfill as many orders as humanly possible, however many unforeseen circumstances have lead to the delays. Again, we can guarantee all orders will be honored and our sincere apologies for the wait. Thank you.
Customer response
17/02/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and as I have received tracking numbers for both shipments, this resolution is satisfactory to me. I suspect this complaint is why this matter was dealt with so I appreciate your help.
Have a good day

Sincerely,

*************************
Initial Complaint
11/02/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dec 25th of 2021 I ordered covid Rapid Tests on-line from Rapid Test and Trace. my credit card was billed for the full amount of the order but they did not ship the tests.I have waited over a month and a half and they only say that it is being processed for shipment.I have asked for a refund and they say that they can not refund me because the order is being processed for shipment. It has been in that same status for over a month but it has not shipped for me. I feel like they should only bill a customer when they ship the product and if they have not shipped the product or can not ship the product they should refund customers. They should not be able to keep the money and not ship the product. It does not take more that a few days to process something for shipping. They are well aware that they are not shipping the testes yet they bill and keep the money for the order. I am sure they would accept new orders and bill new customers for tests they have no intention of shipping. At least for the short term.they should refund anyone that asks at a min.
Business response
11/02/2022
Our sincere apologies for any delays! Parts of our shipments continue to be diverted to the government without prior notice to us. Due to the nature of medical devices we can unfortunately not cancel orders once already shipped. We have attached a shipping information picture to validate your order is indeed on its way. Our sincere apologies again for any inconveniences. Thank you.
Customer response
17/02/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

The day after my complaint I received notice that the item was shipping.
Thanks
Sincerely,

*********************
Initial Complaint
10/02/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have purchased 25 covid antigen rapid tests on December 18. When the package arrived it did not have a buffer solution leaving me in a position that I cannot use the tests at all. The cost of the tests was $375+tax. The lot number is ** *******. I have contacted their online customer support and after several weeks of back and forth responses they offered me a 10% discount. I advised that this is unacceptable because the it costs a lot of money and I cannot use the product at all. However I have not heard anything back and it seems the company does not do anything to resolve the issue.
Business response
10/02/2022
Our sincere apologies for this experience! Our team is experiencing an extremely large number of customer orders and inquiries but would be happy to get you the products you need. We absolutely honor all orders and if something was missing the team will be more than happy to assist and make things right! If you can kindly email us again that would be greatly appreciated. Thank you.
Customer response
11/02/2022

Complaint: ********

I am not rejecting or accepting this response because the company did not provide a confirmation that they will send me a buffer solution. Im ok if they do instead of getting a full refund. Moreover, I do prefer to get a buffer solution than a refund. However, I I will only be satisfy when the company ships the buffer solution as it has been outstanding for some time and they just promise. If you can get a confirmation from the company that they shipped a missing buffer solution than I will be able to accept the resolution and close this complain.

Sincerely,

*************************
Business response
16/02/2022
Our sincere apologies this was not resolved to your expectations! We have taken the liberty in finding your old email ticket and will be sure to resend the missing buffer. Thank you for the patience and understating and our apologies again. Warm regards.
Initial Complaint
10/02/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have an order with this company placed on January 9-th 2022.Order number is #******. I did not receive the order in time so I contacted customer service several times and requested an order cancellation. On January 19-th is the first time when I contacted them through companys' site chat with no luck and no resolution to my cancellation request .January 22 nd was my second attempt to cancel the order and finally I was told that the cancellation request have been submitted and I will receive an email once the request will be finalized .January 26-th on my third attempt I was told that they will keep me posted and will get an email shortly . January 29-th I was told that my order was cancelled and I should see the refund on my end in 2-3 business days. Since then 7 business days passed and no refund . I contacted them again but no reply . I have all the screenshots that is including the conversation that I had . I will attach the one from January 29 .I also wanna mention that the order under my account is still under processing status so the order wasn't cancelled as I was told .
Business response
10/02/2022
Our sincere apologies for this experience! Unfortunately there was an error processing the refund on Jan 29th however we have been in contact on Feb 8th to confirm the cancelation. We have attached your conversation and refund time stamp for further clarity. Both were taken at the time of this response on Feb 10th. Once again the refund has indeed been processed but not till Feb 9th at 12:24am. Please allow 3-5 business days from that date for it to show on your statements. Our sincere apologies again for any inconveniences. Thank you.
Initial Complaint
08/02/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Placed order for 20 rapid tests for over $200 on dec 30 2021. Had not recieved order by jan 25 so emailed them asking forstatus at 9:05 a.m. jan 25. Within minutes i recieved an email back from ***** stating he was happy to say order was delivered on the morning of jan 25. As i had not recieved it, i checked my front deck to find a parcel had been left there in -31 Celsius. - we were not aware it was there and had been home the entire morning. everything was frozen solid. Immediately emailed to inquire if this would impact the integrity Of the tests - no response I emailed 3 more times that day with no response. And no response to further emails requesting resolution. I noted the box containing the tests and the instructions both indicated that the product should not be frozen. There was no indication on the outside of the package it was delivered in to let the *** driver know. On jan 31 i recieved an email which only included a delivery notice stating that my product (it in luded the original dec 31 order number ******) had been shipped on feb 1 (date in the future). The tracking number provided was from the original shipment indicating it was delivered on jan 25. This seems to be deceptive. Ive tried the chat and recieved an email saying they would get back to me. They don't. I tried to call and all you get is a vmail box. Non responsive. At first i wanted the product replaced. Now i want my money back. Very poor service and the second delivery notice i recieved seemed falsified. looking for resolution. I can provide emails as background proof upon request.
Business response
08/02/2022
Our sincere apologies for this experience! We work hard to ensure our tests are delivered safe and secure, though we are truly sorry for this delivery. The order has already been refunded yesterday and should show on your statements within 3-5 business days from cancelation. Our apologies again! Thank you.
Customer response
09/02/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
After confirming that I received the refund on my credit card, I subsequently emailed them and let them know that I considered the matter closed and would be disposing of the compromised product. Just letting you know that I now believe the matter to be resolved.

Sincerely,

*****************************

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