ComplaintsforiHealth Labs, Inc
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered at-home Covid antigen tests on Dec. 17, 5 packages for $84.72, including shipping and taxes (ORDER *******). The website says the items will be shipped in 10 days. According to USPS tracking, the postal service has a mail label, but no package. I understand the crisis situation, but the company has already collected the money from me through my credit card. That should not have happened until they shipped the product. They should either ship my order immediately or refund the money until they do ship it. I received the attached email from them on Dec. 17.Initial Complaint
01/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On Dec 14, 2021 I placed an order for and was billed for 5 home COVID antigen tests. I was given **** shipping information (***************************) but as of yet the tracking doesn't show that **** ever received the parcel. I have tried calling iHealth Labs but no one answers and their voice mailbox is full so I am unable to leave a message. I submitted a request for help online and did receive an email confirmation that my request was received (request #******) but I still have not received any other direct response to my question. We are approaching one month since I placed my order and I can't get them to respond to me and I can't get anyone on the phone.Business response
01/25/2022
Consumer Response /* (2000, 5, 2022/01/25) */ I sent email to their Sales and Accounting teams (their email addresses are provided in their voicemail greeting). They did respond by refunding my money. I would have preferred they send me the product I purchased, but I am good with the refund and simply will not do business with them in the future. Just wanted to let you know.Initial Complaint
01/11/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered Covid tests on 1/4/22 and received an email that they shipped by USPS. The product hasn't moved from Sunnyvale, CA, the tracking number is false. I've reached out multiple times by email, IG messenger and by phone. The phone number immediately says nobody is available and to leave a message. The VM box is full. Terrible customer service. 2 family members have ordered after me (prior to knowing I was working with a terrible company) and have received the tests. I'd like the tests to be truthfully be sent to me or a full refund must be given.Initial Complaint
01/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered ~$80 worth of antigen Covid testing kits and have not received them or any communication as to their shipping status. All emails kicked back and phone calls unanswered. The voicemail for customer service is suspicious and leads me to believe this company is no reputable and I wish to have a refund.Initial Complaint
01/07/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On December 19th, 2021, I ordered 2 Ihealth COVID rapid tests from the Ihealth website, *******************. My credit card was immediately billed for a total of $34.71. However, I never received an email confirmation of the order, so I contacted them using the form on their website. I received an automated response saying they are busy, and will take longer to answer. The email said I could reply to the email with details, which I did. I've heard nothing back. I attempted to contact them again, using the form on January 3rd, and got the same automated email response. I tried calling customer service, the recording says to leave a message, but the mailbox is full. In short, the company has gone dark, and is unreachable. They have billed me for an order than they may have lost, and I never received. I would like a refund.Initial Complaint
01/05/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Transaction date 12/20/21 $84.14 Order ******* Ordered and was charged for 5 at home rapid COVID tests The email address after contacting came back undelivered I would like my money back and to warn others about this companyBusiness response
02/09/2022
Consumer Response /* (-5, 8, 2022/01/26) */ Still no resolution. Have tried contacting iHealth labs again and no response. I also have disputed the credit card charge but my bank hasn't been successful with contacting them.Initial Complaint
12/31/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered home covid test kits and paid for 5 business day delivery, it has been 7 business days and still have not received ordered. Reached out to company to and have received no response from them. They have made no attempt to rectify the issue.Initial Complaint
12/30/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 12/27/21 I ordered 5 home Covid tests from iHealth, I realized too late, that my computer's auto filled put the wrong city and state in the shipping address. iHealth offered four ways to get in touch, I tried both emails offered, an online form, and a phone number. Both emails bounced with a reply that they didn't exist, the phone lead to a voicemail that was full, and I have still not heard back from the online form. I understand they may be backlogged bc of the test shortage in the US but I would like a response about these tests going to an incorrect address (around 85$ worth). I am home in quarantine and need those tests by tomorrow, so I ordered more to the correct address hoping they'd be in touch and refund me. I tried the emails again today, but they bounced. Thank you.Business response
09/06/2022
Consumer Response /* (2000, 13, 2022/07/28) */ Hello, A few months ago they finally got back to me and refunded me. It took way too long, but I have been refunded. Thanks.Initial Complaint
12/30/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Merchandise purchased was not received and cannot reach customer service. Amount was billed and paid. Company created tracking info but they never sent package to **** site. I ordered on 12/21/21. As of 12/30 package still have not been received by ****. Several attempts to contact company but they never responded back or email addresses provided are not valid. Payment was already paid in full via ****** Pay. Desired Outcome Either deliver the products I've already paid for or issue a refund.Business response
01/26/2022
Consumer Response /* (2000, 9, 2022/01/24) */ Never heard from company. Items finally received.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
30 total complaints in the last 3 years.
2 complaints closed in the last 12 months.