No Package
Tried to reach out about my order being abandoned twice and when I did reach out my order was shipped and delivered but there's still no package at my house.
26 March 2026
Unprompted review
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4.2
Great
14 reviews
No recent history of asking for reviews
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Hasn’t replied to negative reviews
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Do not use
Do not use. Over complicated and unclear instructions. Customer service refuses to accept any criticism over their product and will just blame you. I accept my lack of Italian was a barrier in certain parts of the process but I ordered the product in English and then had my partner help to translate and it was still a completely over complicated confusing process. After voicing my frustrations to one of their staff (the phone number was difficult to find because they clearly want to avoid talking to you) I had the blame put onto me and my language struggles even though I had originally made the order in English. They made no attempt to apologise for the stressful experience and frustration at a product I had paid for, and offered no remedy for the situation, other than to send links to their website that is also not user friendly. I had on at least two occasions asked for a refund but was completely ignored and sent just more links to their website
In response to your reply a lot of what you have said has been fabricated or exaggerated, you still have not addressed my main complaint, that your product was confusing and over complicated! Now, rather than apologise for a bad experience, you decide to go on the attack and try and discredit me. It seems your understanding of customer service is to attack anyone that has a bad experience. Good work, as a new company I would expect you would want to improve, not attack anyone that’s unhappy with your service. I am confident my bad experience will be far from the last. I hope anyone reading this review can see clearly how you treat your customers.
21 January 2025
Unprompted review
Reply from Lab Evo
Good morning Matt, thank you for your review and for helping us to improve.
We would like to point out that we reported the fact that our company is Italian and on the Italian territory as soon as you made your purchase, as consequently the site and the instructions present are in Italian.
Your first request for a refund came to us motivated by the fact that you could not find the lab shipping envelope inside and that you did not know where to ship. Whereupon it was explained to you that the material was all present and the address already printed on the envelope and all the necessary information was provided, to possibly continue with our service. Otherwise you could continue with your request for reimbursement.
You did not hear from us again until yesterday, after 2 weeks, in which you were requesting a refund. We didn't even get back to you in time that we got a call from your girlfriend telling us that you were going to do the tests, and if we could activate a test tube.
This morning you texted us (on the private number of an employee who had contacted your girlfriend to assure her that the test tube had been activated) to tell us that the device had not worked.
Immediately your girlfriend sent us another message explaining that you had removed and reapplied the device. Since the device is disposable, it should not be removed until the blood collection is completed, as instructed.
You then continued to message in arrogant tones on the employee's private number, asking for a refund (which could no longer take place because you had used the product and used it incorrectly as well) and when asked to write to the dedicated customer support email address you refused and told us that you would give us a negative review instead.
We are sorry that your experience with us was not to your liking.
However, we are glad that despite your negative review, you were able to take the sample, send it to the lab, and receive your report.
Ci dispiace che la sua esperienza con noi non sia stata di suo gradimento.
Siamo contenti però che nonostante la sua recensione negativa, lei sia riuscito a fare il prelievo, inviarlo al laboratorio e ricevere il suo referto.
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