Mr Charles Hughes

Hi Charles,

I've reviewed what happened and we are sorry for this. We appreciate your feedback regarding the advertisement for the Oneodio headphones.

I can see a £40 refund was promptly issued for you, and we’ll review the listing internally to ensure clearer information for future customers. Apologies again for any confusion caused.

Kind Regards,
Shopsta Team

Dear Mr Charles Hughes,

We appreciate you taking the time to share your consistent, positive feedback with us. We're so glad that you are having a good experience.

The National Express Team

Mr Charles Hughes,

We're glad you found it easy to book and pay. Thank you for your positive feedback; we appreciate it greatly.

The National Express Team

Thank you for taking the time to leave a review

Pleased it worked out well

We’re here as and when you need us

Thanks again,
Jemma

Thank you for your shoutout and review for our amazing Mia, who always seem to find the best deals for our existing customers. If you have any suggestions or remarks as to what would be needed for an ideal 5 star experience form your perspective, please let us know Charlie!

Hello Charles,

Thank you for your recent Trustpilot review.

I am really glad to hear that you are pleased with the service provided by John!

We really do appreciate your feedback, so thank you for taking the time to do this for us.

If you require any further assistance, please do not hesitate to contact myself or our live chat team.

Paige @ VP

Hi Charles, thank you for taking the time to leave a review, this is really disappointing to read. I'm sorry to hear that you're having problems on your account, I can totally understand your concerns.
There's not enough info on here for me to look into this & see what's happening. I'd appreciate it, if you can get in touch with our Social Media Team. Send a DM to @britishgashelp on Twitter or a PM on Facebook using https://m.me/britishgas & include #Trustpilot, include your full name, address & DoB. Either myself or one of my colleagues will get back to you.
If you don't have access to do this, you can use the live chat option via the website or app. Thanks, Fiona

Dear Mr Hughes

Thank you for your review. I’m sorry to hear you had such a frustrating experience but I really appreciate you bringing this issue to our attention. We set a high standard for ourselves, and we’re so sorry to hear that we let you down as that was never the intention. We have experienced an unprecedented volume of orders that we just did not anticipate.

This is not unique to 001 Doctor as like many of our fellow providers, we have suffered with delays with lab results and testing kits getting to and from customers and indeed back to our lab. This has been an industry wide challenge for all providers and as you can see below, highly respected providers who have enjoyed unblemished reputations previously, have also been labelled with similar criticism.

The companies below are excellent and like 001 Doctor, we are all committed to looking after our customers.

https://uk.trustpilot.com/review/screen4.org

https://uk.trustpilot.com/review/qured.com

https://uk.trustpilot.com/review/www.expert-medicals.co.uk

https://uk.trustpilot.com/review/latushealth.co.uk

https://uk.trustpilot.com/review/biogroup-laboratory.co.uk

https://uk.trustpilot.com/review/nationwidepathology.co.uk

https://uk.trustpilot.com/review/www.confirmtesting.com

What you can see is that the challenge of providing a reliable process for processing day 2 and 8 tests has led a high level of complaints. With so many other providers also suffering the same challenges, we hope you can appreciate that we are not alone and that we genuinely joined the scheme to make a difference and to assist the Government in their efforts to keep new variants of Covid coming into the country.

This has been an industry wide problem and certainly not unique to ourselves but rest assured, we are doing all that we can to assist all customers.

Many customers have encountered logistical issues with the Easter weekend as couriers and the Royal Mail’s Track24, were not doing collections or deliveries. The Government has been made aware of these issues and therefore you will not be fined for situations beyond your control. It is difficult to legislate for bank holidays but the rules set by the Government are such, that you are not able to send out both tests together. The day 2 day test can arrive on or before day 2 but for day 8, it can only be sent on day 7 to arrive on day 8 which does not give a lot of time to get clearance from a lab result particularly when it falls over Easter weekend.

To ensure that we deliver the best service that we can, we felt it was better to come off the provider list whilst we work through the outstanding orders.

If you have received a call from Track and Trace advising that we are not able to process your tests as we are not on the list, please refer the Track and Trace caller to the Department Of Health And Social Care as they are incorrect. We are allowed to process all tests and are still continue to do so for our existing customers. We apologise to any of our customers who have been unduly stressed by the nature of some of the calls from Track and Trace. You do not need to cancel your tests and go to another provider.

Providing day 2 and 8 testing is fraught with issues as you are relying essentially on 4 different couriers over 8 days. As an industry, we have all wanted to provide an outstanding service but around 1% or 2% of customers have been let down and for that we are truly sorry.

We can only apologies at just how frustrating this has been for customers who have been chasing delivery times and could not get through to the call centre - that has not been good enough and whilst we are all working around the clock to resolve this, we been been simply overwhelmed with call volumes.

In many cases we have despatched taxis to get kits to people throughout the UK as we genuinely care about our customers.

The number of calls that have come through to the call centre is 92,000 over 10 days with many of these calls triggered as a result of a call to customers from the track and Trace team. Generally, the call centre receives no more than 200 calls per day so we just did not have enough people to handle the sheer volume of calls that came through which left people waiting far too long. We can only apologise as this is simply not acceptable which is why we wanted to be removed from the provider list so that we can manage the customers that have had delays. We have been scaling up customer support so that we can help and for the most part, 99% of our customers have not had any issues and testing has been a smooth process.

We are committed to resolving any complaints including refunds and free tests in cases where we are at fault which is why we have created a dedicated email address so that we can resolve any outstanding issues.

With so many calls coming through, we would be grateful if you could email
Support.Team@001Doctor.uk who will respond as fast as humanly possible. Please include your name, order number, passport number when emailing so that we can confirm your details and resolve your issue faster
001Doctor.uk Customer Support.