66 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Amber T
1 star07/13/2024
This company takes no responsibility for poor processes and takes advantage of people seeking answers to their health. I live in a rural area which caused an issue with the kit getting to the lab before its expiration (which is NOT listed anywhere on the instructions or sample bags). Their resolution was to send me another kit and told me to drop it off at a different post office in hopes it would make it on time. At minimum they could have offered an expedited shipping label. I asked for a refund and they denied it. I am out over $200 that could have gone towards legitimate lab testing and they are unsympathetic. Additionally, the lancets they provide are incredibly cheap and unreliable which made the collection process awful. One lancet went too way too deep and the other barely broke the skin causing me to have to use multiple fingers on the second collection day. Be aware of the risks using this company. You will be better off using Jasons health to order lab work and going to your local lab for processing.Review from Meredith J
1 star06/24/2024
Everywell is a predatory company that purposefully scams people into unintentionally spending money on untraceable subscriptions. They bolster this scam by offer minimal customer tracking trails (ie. no info when you sign into your account, no email receipt spelling out subscriptions etc.) until they have already taken your money and then make it even harder to find a support person who can do anything once you try and get your money back. They rely on people getting too tired to do anything about and probably make a ton of money on consumer ignorance and fatigue. This is a terrible company, do not give them your credit card info!
Everlywell Response
06/25/2024
Thank you for your review. We're truly sorry to hear about your frustrating experience, and of any confusion caused by our subscription process. We appreciate all of the feedback we receive, and we'll be sure to share this with our team for consideration.
For qualifying tests, customers could choose to make a one time purchase, or to sign up for a discounted subscription with various frequencies (monthly, quarterly, or semi-annually). By selecting a subscription option and continuing to checkout, customers agree to and sign up for a subscription. It appears you selected a semi-annual subscription on 12/22/23. A renewal notice was emailed to you on 06/14/24, a week prior to your subscription renewal date. We apologize if this was overlooked.
Per our Subscription Cancellation Policy, subscriptions can be cancelled any time after receiving the minimum required kits. For semi-annual subscriptions, this is two kits.
While our intention is never to create a difficult experience for our customers, we regret if your subscription details were not clear. We have now cancelled and refunded your subscription as of 06/24/24.
We hope this resolution meets your expectations and helps to alleviate your concerns. Of course, if you have any further questions or concerns, please do not hesitate to contact us directly. We value your feedback and are committed to improving our services.Review from Rosemary R
1 star06/06/2024
I ordered a test as a gift in December of 2023, and then out of nowhere, received a charge for the same test yesterday. I made an inquiry that same night via email, and called the 800 phone number in the morning of the next day. They told me that I had signed up for a subscription, which I assume must have been embedded in the fine print. I was told it had already shipped, so I could not get a refund. This is very deceitful business practice. Don't order tests from this company.Everlywell Response
06/10/2024
Thank you for your feedback. We sincerely apologize for any confusion or inconvenience you experienced. We strive for transparency, and we're sorry to hear if the details of your subscription were not clear.
To clarify: Per our Subscription Cancellation Policy, test kits ordered under a subscription are not eligible for refunds or returns.
Although we are unable to provide a refund for your recent subscription renewal, we have cancelled your subscription effective 6/06/24. You will not receive any recurring shipments or charges related to this subscription going forward. You are welcome to utilize this test kit for yourself or gift it to someone 18 or older to use.
Please know that we take your concerns seriously and are continuously working to improve our customer experience. If you have any further questions or need additional assistance, please reach out to us directly at **********************************.
Review from Jackson H
1 star05/24/2024
Last year, I bought 8 Vitamin D tests from Everylywell when they were on sale, which have an expiration date of 2026. I sent in 4 of them and they were processed, but since I didnt follow some hidden procedure, Everylywell will not process the other 4, even though they wont expire for more than 2 years. They took my money, and now they won't fulfill their agreement, and I am out over $200.Everlywell Response
05/28/2024
Thank you for your review. We sincerely apologize for any frustration or inconvenience you experienced.
We're glad to inform you that with a recent change to our Refund, Cancellation and Replacement Policy, you are welcome to submit your remaining 4 Vitamin * Tests (so long as they're returned prior to their expiration dates in 2026).
Our Customer Experience Team has sent an email to advise and assist you further. We truly appreciate your constructive feedback, and we'll continue striving to do better in the future.Review from Lauren M
1 star05/20/2024
I signed up for Everlywell+, a recurring credit subscription. My bank issued a new card, and my membership lapsed. The email notifications regarding my payment had been sitting in my spam folder. I was advised via email that my credits had expired two weeks prior to the date of that email. I contacted customer service and they said the credits could not be used, and that if I were to update my payment info, it would be a new membership and my credits wouldnt be usable. This was a massive waste of money; Ive purchased several kits from Everlywell and enjoyed being an Everlywell+ member. Its unfortunate that their customer service was unable to help in this situation, and Im out quite a bit of money. I wont be using this company again.Everlywell Response
05/21/2024
Thank you for sharing your feedback. We sincerely apologize for any frustration or inconvenience you experienced. Upon reviewing our email records, we can confirm that three notifications regarding the failed membership payment were sent over an 8-day period. According to our records, these emails were viewed on the date they were sent. As mentioned in the notifications, after the fourth failed attempt, the Everlywell+ membership is automatically canceled.
We regret that we were unable to provide a resolution that met your expectations. Your satisfaction is important to us, and we appreciate your past support as an Everlywell+ member. If you have any further questions or concerns, please don't hesitate to reach out to our Customer Experience Team.
Review from Sarah S
1 star05/15/2024
I ordered several kits totaling $1300 when I was changing jobs and needed to use up my FSA funds. Unbeknownst to me, you have to register your kits within 3 months of purchase. If you dont, Everlywell wont process them.This is only mentioned in one place on the websiteat the very end of an FAQ question about replacement kits. Its not communicated on the order page, the order confirmation, or the (many) emails youll receive from Everlywell later. You wouldnt even know to check that FAQ question for that info since its not clearly labeled. (When do I have to return my kit? would be much more helpful, but being helpful would mean more work and less free money on their part, so Im guessing theres no incentive to do that.)I reached out to customer service who told me theyd give me 15% off another purchaseas if anyone who just wasted a rent payment on products they cant use would spend even one more dollar with this company. Horrible, disappointing experience.Everlywell Response
05/17/2024
Thank you for your review.
We're sorry to hear that your experience was disappointing. We sincerely apologize for any frustration, and would be glad to help resolve this with you.
Per our Refund, Cancellation and Replacement Policy, we ask that all test kits be returned to the lab within 5 months of purchase. This helps ensure that customers are able to complete their tests prior to any potential updates, discontinuations, or expiration of their tests.
Upon searching our records, it appears that this order was placed 10 months ago. As collection components have a limited window of viability, one or more of your kits may have unfortunately expired before you were able to utilize them.
We appreciate all of the feedback we receive, especially constructive feedback like yours, so we will absolutely share this with our team for further consideration. In the meantime, please rest assured that our Customer Experience Team has reached out via email to assist.
Once again, we appreciate your feedback, and we'll strive to do better in the future.
Review from Mark C
1 star05/10/2024
Terrible customer service can't answer simple questions about testing. And they violate disability rights for hard of hearing people. I don't think they are very good company and don't recommend themEverlywell Response
05/30/2024
Thank you for your review. We're very sorry to hear that you had a negative experience with our customer service. We strive to provide clear and helpful answers to all inquiries and regret that we did not meet your expectations.
We are committed to accommodating all of our customers, including those who are hard of hearing. We invite you to reach out to us via email at *********************************** or via phone at ************ so we can better understand your needs and work to improve your experience (Monday - Friday, 9 am - 5:30 pm ET). Our goal is to ensure every customer feels supported and valued.
Thank you for bringing this to our attention, and we hope we have the opportunity to make things right.
Review from Susan P
1 star04/10/2024
Dont do business with these people. They are unreachable. Their products registration codes dont work, their email address is bogus (emails bounce, address doesnt exist), and theres no phone number to call them. The credit card company cant even find them. Im currently in a dispute with them.Everlywell Response
04/11/2024
Thank you for your review.
We're sorry to hear of the issues you've encountered with your test kit, and with reaching our team. We sincerely apologize for any frustration, and would be happy to help resolve this with you. Upon searching our email records, we are unable to locate any prior outreach under the email address provided prior to April 10thour sincerest apologies if you had attempted to contact our team before this date.
Please rest assured our Customer Experience Team has reached out via email to assist.
Thank you again. We look forward to connecting with you and resolving your issue.Review from Ivelisse A
1 star04/08/2024
Bought an HbA1c test kit from this company to check my A1c level. Made the mistake of getting blood out to complete the blood collection part of the test instead of registering first. This because at registration I was given a message that this kit was no longer acceptable for lab testing???? This after having squeezed several fingers to death to get the right amount of blood for the test. Tried to contact customer service via chat and email and got nothing but robotic responses. Requested a customer service telephone number where I could call to talk to a human being to no avail. Do not waste your money with this company. It obviously does not know what good customer service means or what customer retention is.* ********Everlywell Response
04/10/2024
Thank you for your review.
We're so sorry to hear of this issue with your kit registration, and that you've had difficulty reaching our team. Upon searching our email records, we are unable to locate any prior requests received from the email address provided.
Rest assured that our Customer Experience Team has reached out via email to assist. We'll look forward to connecting with you and assisting further.Review from Allena M
1 star04/07/2024
4 emails later to customer service and no response! I paid 90 $ for a celiac test. Its been almost a month and no results ! Will not be purchasing again and honestly want my money back.Everlywell Response
04/10/2024
Thank you for your review.
We're so sorry to hear that you've had difficulty reaching our team. Upon searching our email records, we are unable to locate any prior requests received from the email address provided.
Rest assured that our Customer Experience Team has reached out via email to assist further. We'll look forward to connecting with you and resolving your issue.
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.