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Complaint Details
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Initial Complaint
04/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered 25 rapid tests. I just opened the box to do a rapid test, as I need one. They failed to include the buffer solution, rendering the tests useless. They cost me $400!
Business response
12/01/2022
Hello,
We are sorry to about this situation. As a retailer, we do not assemble the products. Each box is shipped to our customers as it is received from the manufacturers and our supply chain partners. It is unfortunate, but on rare occasions, a piece of the package may be missing.
We have contacted the customer through our online support system and are in the process of shipping a replacement item, which should be delivered to the customer on January 13, 2022.
Thank you,
****
Initial Complaint
04/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order for rapid covid tests on the Rapid Test and Trace website on December 14. The website stated that orders processed before December **************************************************************** 2-5 business days. On the 5th business day, I followed up with them by email and received a response a day later that they were overwhelmed with orders and promised that I would get my order would ship the following week and arrive the next day. On Dec 19 i received a generic email that they were "working hard" to fulfil orders and deliver before Christmas and in bold, if you ordered before Dec 17 they expect the order to arrive by Dec 24. On Dec ******************************************************** 4-8 business days after placing the order. On Dec 21 I got another email that if i purchased before Dec 18, i would receive my order by Dec 23. On Dec 24 I got an email that the government redirected their inventory limiting supply and I'll receive on Dec 27 week. I don't understand why I was given false promises until the bitter end and if they didn't have the inventory on hand originally on Dec 14, why were they still allowing orders to be submitted, processed and charging my credit card? Extremely poor customer service trying to increase cash and take in orders for supply they never had.Business response
12/01/2022
We understand how frustrating this dynamic situation has been for customers. Our goal is always to be as transparent as possible with customers and we aim to communicate the most accurate information available to us at the time. Unfortunately, the rapid spread of the Omicron variant resulted in the manufacturer having its inventory unexpectedly appropriated by the Government. This resulted in unanticipated stock shortfalls, which led to longer than forecasted delivery timelines over the holiday shipping season.
At any time prior to shipping, the customer could have cancelled the order and requested a full refund. The did not wish to cancel and instead requested we keep the order active.
Attached is the proof of delivery to the customer on Jan 5. Here is the *** tracking link: ****************************************************************************************
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Get a QuoteCustomer Complaints Summary
23 total complaints in the last 3 years.
1 complaints closed in the last 12 months.