Chronomics BA Refund

NikNak07793

Back in September I went on holiday and purchased all my tests from Chronomics, they all arrived fine.  I completed and registered my Day 2 test and returned it to them but never received a result.  After 2 weeks of back and forth they finally admitted they lost the test and I should apply for a refund, which I did.  However I still do not have my money back, their phone number is just a series of automated messages that hangs up on you and I have a sneaking suspicion that their "helpdesk" is just a chatbot! As whenever I contact them, the answer is the same word for word and just says that the refund is being processed, despite their phone number saying refunds are processed within 5 days.  I'm at a loss as to what to do or where to go with this, can anyone help?  

Many thanks

ssparks2003

How did you pay for the tests?

NikNak07793

I paid with my debit card unfortunately instead of a credit card.

Sandtree

NikNak07793 said:

I paid with my debit card unfortunately instead of a credit card.

No "unfortunate" about it, given they were under £100 each the protection is the same. You could ask the bank for a chargeback but not sure if the issue neatly fits into the categories.

NikNak07793 said:
I have a sneaking suspicion that their "helpdesk" is just a chatbot! As whenever I contact them, the answer is the same word for word 

It maybe a bot, worse still it could be a person... even if it is a person most are given stock answers and they have to copy/paste / activate them rather than give their own answer. Ex used to do directory enquiries, the salutation was pre-recorded so the first the operator hears is the customer saying the name they are looking for and assuming it gave a hit then you clicked the answer and the caller was taken away and the machine read out the number. Total mind numbing job with an average call handling time target measured in seconds.

mojo293

I am having the same issues with Chronomics.

Used them in summer 2021 for travel tests to go to Cyprus, and everything went great, from test deliveries to results coming back quickly.

So I ordered tests from them again in November 2021 ahead of a trip to New York we had booked. First we ordered 4 no. day 2 LFTs for return to uk for our party at a total cost of £68.36. The Uk Goverment then changed the requirement to day 2 PCRs, so I paid an upgrade fee of £25/test, so another £100.00. I had then paid £168.36 in total.

When the UK Government introduced the pre-return test, it was one too far and we cancelled our NY trip. I submitted a refund request via the Chronomics website, and recieved a support ticket reference. Since then, I have heard nothing back. They don't respond to emails, I also tried the telephone number and was cut off without any option to speak to a human. It just all seems very off. My refund ticket was submitted within the 14 day period stated in their T&C's for cancellations, and before any tests were dispatched.

I did pay by Credit Card, so that could be my next option if they still fail to reply (chased again today, allowing for christmas holidays).

But has anyone else / the OP managed to get a refund from them?