After a PCR test delivery delay, The Crusader received a positive payment result.
It’s better late than never for a traveller who has been repaid £116 for a Covid PCR test kit that was rendered useless due to its late arrival.
Laurence Banjoko scheduled the Day 2 and Day 8 tests with Dante Labs for his return to the UK in late May. Due to the delay, he needed to find an alternative quickly in order to meet his quarantine requirements.
He not only sent multiple emails asking his money, but he also returned the kit, ensuring that evidence of postage was kept.
++ Please contact consumer and small business champion Maisha Frost at [email protected] if you’ve been affected by this issue or believe you’ve been a victim of injustice.
He contacted Crusader for aid a few weeks ago, stating, “There has been no response, I’m not ready to lose £116 and want closure.”
Consumers have reacted angrily to the foreign travel test market, which has been plagued with exorbitant pricing and inconsistent service.
The status of providers identified by the Department of Health and Social Care has also been a source of consternation. They are approved because they fit specific criteria, but they are not formally endorsed.
Crusader has received numerous complaints, including the case of Agnes Kegl, a young mother whose kits from 001Doctor.uk were late and incomplete. Her £364 was refunded in the end.
Dante Labs reacted quickly once we informed them of Laurence’s situation. He received an apology and acknowledgement of his efforts to reach them within two hours. He was given a time frame of 3-5 days for his refund, which was reassuring.
The Competition and Markets Authority (CMA) issued warnings to test providers across the country last week, stating that damaging activities could violate consumer protection laws, and that deceiving individuals or treating them unfairly could result in enforcement action.
Opacity in pricing and additional costs, advertising low-cost deals that are actually unavailable, delivery delays, and refund refusals when deadlines are missed are all areas of concern.
In respect to the last point, Crusader has observed how claims on clinic websites claiming “no refunds” have been used to excuse bad treatment and browbeat patients.