Now Test
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Mixed feelings
Updated review: I arrived in the UK on 28 March 2021, the arrival date is day 0 and all subsequent quarantine/test dates are relative to the arrival date. Day 2 test kit came just on time (in day 2). I sent my sample back the same day before Royal Mail's collection time. The sample arrived in the lab early in the following morning (day 3) and did not get my results in the timeframe advertised by NowTest. I had to chase them via e-mail, phone and on their Instagram profile (the comments have since been deleted). Once I stated that I would fill up a formal complaint at action fraud, the CEO contacted me (on day 5 - good Friday) and apologised, he told me NowTest's struggles and reinsured me that NowTest would sort things out for me. Over the phone, he claims the issue was with the lab and that they lost my sample (unfortunately, I could not verify this information). Later (on day 6), still over the phone, he informs the lab has communicated my results to the wrong company. NowTest's CEO also informally informed me my test results (negative), the results were available in NowTest's "app" later that day (day 6). On day 6, I also had a "test to release" test (also RT-PCR test, the same method as for the "day 2" test) from another test provider which uses the same laboratory as the one used by NowTest. The test to release results were available the same day, on day 6 (within 12h from the reception of the sample in the lab); this difference in sample processing time makes me wonder in the laboratory's responsibility in the delays of the results of the day 2 test. I was supposed to receive my "day 8 test kit" on day 8; however, my "Day 8 test kit" arrived on day 12 (the same day I informed them I filled up a complaint with Action Fraud). Meanwhile, I did a "fit to fly" test (booked with another test provider) on day 11. I got my fit to fly test results on the same day (less than 8h from the testing time). The "fit to fly" test provider did not use the same laboratory as NowTest. On day 12, the CEO of NowTest called me and offered me a solution for all the trouble with the day 2, day 8 tests. I flew away from the UK on day 14. I got tested (RT-PCR) upon arrival to my destination, and I got my results 9h50min later. As I update this review, I am in day 15 and I just got my day 8 test results (done on day 12). It took NowTest and its partner(s) 3 days to get my result and report it to me. It is worth nothing that communication with NowTest has been a major challenge. NowTest asks customers to contact the company via email; however, NowTest failed to reply to all my e-mails. There used to be a phone line to get support; however, phone calls were unhelpful and phone lines were cut on day 11 (Thursday, 08-Apr-2021). Comments in their Instagram pages have been deleted. And their Youtube videos have comments off. These two actions are an attempt to prevent customers to express what is really going on with them. A Facebook group has been setup to discuss challenges with day 2, day 8 tests (across test providers). NowTest's CEO was the only one to reply to our comments. I believe NowTest's CEO has good intentions with the goal to lower COVID 19 testing prices for passengers. He has been listening to our feedback and has halted day 2, day 8 tests selling until he finds a better solution for the scheme. I genuinely hope he will find a good, reliable solution. The UK Government Test & Test service was not helpful to resolve issues with day 2, day 8 tests.