Chronomics COVID-19 test not arriving in time

THEV1LL4N

Is there any advice on what I can do in this situation? I sent the following message to my bank which outlines everything.

What can I do if the test doesn't arrive before i have to leave for the airport? Travel from UK to Iceland. Fully vaccinated couple, with the Silver tier of insurance with Cedar Tree. Cedar Tree advised they won't cover me for this.


Good morning, I am due to fly out tomorrow morning from the airport at 07:55, meaning I'd have to get there for around 05:00. I pre-booked 2 x COVID tests (Fit to Fly tests) from Chronomics and they have not arrived. As this is a requirement for travel, it means that we cannot board the flight without a proven negative test result.

Chronomics promised that they will ship the tests out 6 days before the departure date using next day delivery method. We still have not received them and this is causing me a lot of distress trying to plan the holiday. You will see from my payment history that I ordered the tests on Wednesday 29th September 2021. With next day delivery, the order should have arrived on Friday 1st October 2021. They are able to be posted through the letterbox so I do not understand why they have not posted them out. I have the email confirmation of my order and was wondering if I would be eligible to claim back the money if the tests do not arrive on time. Further to the distress caused, I will potentially have to spend extra money on getting tested at the airport (if there is any availability on such short notice). Please advise on where I stand and what I can do in this circumstance.

Thank you.

Caz3121

not sure when your post arrives but if it has already been today then I would go out now and get a rapid antigen test done so not to jeopardise you holiday. 

onashoestring

Agree with @Caz3121 book an in person antigen test for today . You will get your results in 40mins . 

Collision, Randox, Express Test offer this service - check online for the nearest one to you 

heatherw_01

Moving to the Covid travel board


Hi, we move threads if we think they’ll get more help elsewhere (please read the forum rule) so this post/thread has been moved to another board. If you have any questions about this policy please email forumteam@moneysavingexpert.com.

THEV1LL4N

Thank you all for your responses.

I did the above and was fortunately able to book an on site test using ExpressTest and a Drive Through one with them on arrival back in the UK.

This has unfortunately cost me double the price of the tests than I had originally hoped. Was it worth it in the end? Yes. Because I was able to go on holiday and they were hassle free.

My issue now is chasing a refund from Chronomics. They advised that I can apply for the refund in my account. However, I don't see the option in my order history as they have advised. Not getting a response from them since I reported the issue.

Has anyone been successful with getting a refund from them?

I would prefer to get a refund directly from then but I may have to go through my bank.

onashoestring

Were the  Chronomatics kits delivered eventually? Or complete no show ? 

If the kits have not been delivered I would suggest sending an e-Mail to support@chronomics.com. 

Ask for a refund, outlining what happened:

Include your name, home address, details of the order and, your phone number and email address.

If after 14 days you have not heard back you could try a chargeback from your bank - with the e-Mail as proof that you tried to resolve with Chronomics first. 

If the kits arrived eventually ( all be it too late ) - you will need to check the T&Cs to see if you are entitled to a refund- do they guarantee a delivery time , or do they say we aim to deliver them by xxxx we are not responsible for delays outside our control - they may also ask you to return the kits.

DrPaulGropius

I booked and paid for 2 lateral flow kits. Received the confirmation email but i have not received the kits or any contact. It is now day 3. There is no contact phone and I get no response to my emails. 

Westin

DrPaulGropius said:

I booked and paid for 2 lateral flow kits. Received the confirmation email but i have not received the kits or any contact. It is now day 3. There is no contact phone and I get no response to my emails. 

Follow the process. 

https://help.chronomics.com/contact-us

harefan

DrPaulGropius said:

I booked and paid for 2 lateral flow kits. Received the confirmation email but i have not received the kits or any contact. It is now day 3. There is no contact phone and I get no response to my emails. 

Exactly the same happened to us. Ordered from Chronomics on 2 November. Day 2 test due on 11 November. Never arrived. Impossible to speak to a human on the telephone. Four or five topics offered on phone, then once the recorded message ends on each topic, the call is automatically terminated. Found a number that someone answered and they said they didn't do tests. Tried again from a different phone and they said they weren't Chronomics. Tried again and the message was that the number was no longer in use. Four emails - no response. Requested a refund on 12 November. Today (24 November) response received that refund was issued but can take 10+ days to appear in bank account, and if longer to contact your bank.  Basically, avoid Chronomics as their customer service is practically non-existent and they fail to deliver.

emmajones1976

harefan said:

DrPaulGropius said:

I booked and paid for 2 lateral flow kits. Received the confirmation email but i have not received the kits or any contact. It is now day 3. There is no contact phone and I get no response to my emails. 

Exactly the same happened to us. Ordered from Chronomics on 2 November. Day 2 test due on 11 November. Never arrived. Impossible to speak to a human on the telephone. Four or five topics offered on phone, then once the recorded message ends on each topic, the call is automatically terminated. Found a number that someone answered and they said they didn't do tests. Tried again from a different phone and they said they weren't Chronomics. Tried again and the message was that the number was no longer in use. Four emails - no response. Requested a refund on 12 November. Today (24 November) response received that refund was issued but can take 10+ days to appear in bank account, and if longer to contact your bank.  Basically, avoid Chronomics as their customer service is practically non-existent and they fail to deliver.

Speak for yourself, used them twice in the last months, tests through the door from DPD a day after dispatch which was in both cases the day they told me they would be dispatched.  Cant fault them.

Butts

emmajones1976 said:

harefan said:

DrPaulGropius said:

I booked and paid for 2 lateral flow kits. Received the confirmation email but i have not received the kits or any contact. It is now day 3. There is no contact phone and I get no response to my emails. 

Exactly the same happened to us. Ordered from Chronomics on 2 November. Day 2 test due on 11 November. Never arrived. Impossible to speak to a human on the telephone. Four or five topics offered on phone, then once the recorded message ends on each topic, the call is automatically terminated. Found a number that someone answered and they said they didn't do tests. Tried again from a different phone and they said they weren't Chronomics. Tried again and the message was that the number was no longer in use. Four emails - no response. Requested a refund on 12 November. Today (24 November) response received that refund was issued but can take 10+ days to appear in bank account, and if longer to contact your bank.  Basically, avoid Chronomics as their customer service is practically non-existent and they fail to deliver.

Speak for yourself, used them twice in the last months, tests through the door from DPD a day after dispatch which was in both cases the day they told me they would be dispatched.  Cant fault them.

I used them for 2 Day returning from Germany and Greece in the last few weeks.

Seamless service and test process.

I'm beginning to wonder if it's actually worth doing the tests as you never hear any more after uploading your result and getting a pass.

Would anything actually happen if you didn't bother ?