There was no way to leave a direct review on their website. I was not disappointed with the shipping. The customer service was good and they shipped me my 2nd test for cheap. I was unable to collect e... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I have used mylabbox for several years. Initially, I had no problems with them, now, I have continued to have issues with the tests that I order from them. They continue to send me the wrong collectio... See more
Company replied
Yes, shipping takes much longer than expected. Yes the kits come with confusing and conflicting information. Yes the support people take a long time and their responses are not always clear. Bu... See more
Company replied
Terrible. Kits arrive incomplete and even after contacting customer service, some components never arrive. There is no tracking information, so good luck figuring out when it arrives. Shipping back is... See more
Company replied
Company details
Written by the company
myLAB Box is the first and only nationwide at-home STD testing service in the U.S. It empowers users to take control of their health with easy, affordable and convenient testing solutions for prevalent infection risks. The myLAB Box test service is available in all 50 states and produces lab-certified results as accurate as testing in a clinic or a doctor's office in just a matter of days. Championing the motto "Safe is Sexy" we offer you a solution with unprecedented ease, convenience and price and links testing to treatment faster than any other conventional and alternative testing method. Suitable for men and women, our service empowers you to detect infections early in or out of relationships and take better care of your health.
Contact info
United States
- customerservice@mylabbox.com
- mylabbox.com
1.9
Poor
427 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 91% of negative reviews
Typically replies within 48 hours
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Mel was quick to respond and very…
Mel was quick to respond and very helpful! Have used myLAB Box in the past and was very pleased with the convenience and variety of their at-home testing. Placed a recent order and looking forward to using them again.
27 November 2023
Unprompted review
Reply from myLAB Box
Thank you for your kind words about Mel and our at-home testing services, Penny. We're so glad to hear that Mel was able to assist you quickly and effectively and that you've been pleased with the convenience and variety of our tests. We appreciate your continued business and look forward to serving you again soon.
Best,
Hannah
Mel was GREAT
Mel was great to work with on the support side of things. Very quick to respond and answered all of my questions. Would definitely recommend.
20 November 2023
Unprompted review
Reply from myLAB Box
Dear Chan,
Thank you so much for your kind words about Mel! We are thrilled that you had a positive experience working with her. Mel is a valued team member, and we are always proud of her dedication to providing excellent customer service. We will be sure to share your feedback with her.
We appreciate your recommendation and hope you will continue to choose us for your future needs.
Best,
Hannah
Helps address food intolerance confusion
Helped me narrow down foods I need to avoid. Results came in quickly and helped clarify why I am having responses to some foods I used to be able to tolerate. The customer service team is very accessible via chat and helps with registration (should you need additional support). I even was able to request a follow-up consultation to discern my next steps for adjusting my diet and seeing a specialist. Thank you, MyLab Box!
23 November 2023
Unprompted review
Reply from myLAB Box
Dear Heather,
I'm thrilled to hear that myLAB Box has been instrumental in narrowing down the foods you need to avoid. It's great that you experienced quick results and clarified the reasons behind your dietary responses. The positive mention of the accessible customer service team and their support with registration is fantastic. The fact that you could request a follow-up consultation for guidance on adjusting your diet and seeing a specialist speaks volumes about myLAB Box's comprehensive support.
Thank you for sharing your positive experience!
Best,
Hannah
Ridiculous process - Hassle every step of the way
Had to reach out to customer service for every single step.
Ordered kit online and got a confirmation email that a MALE kit was being sent when I had written FEMALE on the form. The first call happened so that this could be corrected - no big deal at this point.
Next, registering the kit should have been a simple process online, but the kit # wasn't recognized by the site, so I again had to reach out to customer service to get it registered, which turned a 1 minute process into a 20 minute process. A little annoyed at this point, especially because I planned to quickly collect my sample before work so that I could drop off the package on my way out.
Finally, after sending the kit in and waiting 9 days, 7 of which were business days, I wrote an email requesting someone look into why I hadn't received my results when the box advertises results in 1-5 days. Got some complete crap response about how time was extended "because the lab doesn't operate on the weekends" (again - 7 of these days were business days, so.. okay??) and there was "a minor issue causing a delay". Thanks for that nothing burger of an explanation.
Finally got my results the day after receiving that response, which makes me believe they had it waiting on a shelf until they received a complaint.
13 November 2023
Unprompted review
Reply from myLAB Box
We sincerely apologize for the frustration, JW. We take your concerns seriously.
We've sent you an email to investigate your experience further. And to resolve this matter privately.
Best,
Hannah
I was a little confused by shipping…
I was a little confused by shipping information and wanted to follow up with myLab Box. Mel provided a quick response and very useful update to me. I thank Mel for the assistance.
10 November 2023
Unprompted review
Reply from myLAB Box
Thank you for reaching out and sharing your experience with us, Randy. We're delighted that Mel provided you with a quick and helpful update regarding your shipping information. Your satisfaction is our priority, and we genuinely appreciate your acknowledgment.
Best,
Hannah
Quick easy process and excellent customer service
Recommended by my doctor. Shipping was super quick. Customer service was excellent in answering all of my testing questions.
7 November 2023
Unprompted review
Reply from myLAB Box
We're glad your doctor suggested our services and that you had a smooth experience with super quick shipping, Candace. Providing excellent customer service and answering your testing questions is a top priority for us.
If you have more inquiries or need further support, please know we're here to assist you. Your health and satisfaction are our primary concerns!
All the best,
Hannah
Private, Easy, and Convenient!
The tests are very easy to take and can be done from the comfort of my own home. So convenient!
6 November 2023
Unprompted review
Reply from myLAB Box
We're delighted you found our tests convenient and easy to take at home, Marquis. Your comfort is essential to us, and we're here to provide you with accessible healthcare solutions whenever you need them. If you have questions or require further assistance, please don't hesitate to reach out.
Best,
Hannah
Fast response and very helpful
Fast response and very helpful with my order that took awhile to receive. She kept me updated promptly as the package was in-transit. Customer service is everting for a business. This level of service and understanding is rare these days. Thank you I will continue to use this company for future needs.
27 October 2023
Unprompted review
Reply from myLAB Box
Thank you for your kind words, Courtney! We're thrilled to hear that you had a fast and helpful experience with our customer service team, especially during the transit of your package. Your satisfaction is paramount to us, and we're here to assist you with any future needs. We appreciate your continued support!
All the best,
Hannah
Excellent customer service
I had issues registering my food sensitivity kit and Mel from live chat helped me right away with ease. Great customer service!
2 November 2023
Unprompted review
Reply from myLAB Box
We're delighted to hear that Mel was able to assist you promptly and with ease, Dylan. If you encounter any more questions or need further support, please know that we're here to help. Your satisfaction is our priority, and we appreciate your positive feedback!
All the best,
Hannah
Great customer service
Great customer service, obstacles were resolved quickly. Testing kit has clear instructions & results are reliable. The kit is an affordable way to keep track of health concerns.
1 November 2023
Unprompted review
Reply from myLAB Box
Thank you for your positive feedback, J M! We're pleased to hear that our customer service resolved any obstacles promptly and that you found our testing kit to have clear instructions and reliable results. Keeping track of your health concerns should be convenient and affordable, and we're here to help you every step of the way. If you need further assistance or have more questions, please don't hesitate to reach out. Your satisfaction is important to us!
Best,
Hannah
Mel was very helpful with support
Mel was very helpful with support. Very nervous taking this test.
30 October 2023
Unprompted review
Reply from myLAB Box
We're glad to hear that Mel was able to provide you with helpful support during this nerve-wracking process, Fawn. If you have any questions or need further assistance, please don't hesitate to reach out. We're here to make your experience as smooth as possible.
Best,
Hannah
I got an immediate resolution to the…
I got an immediate resolution to the problem I was having registering. The agent was extremely nice and helpful!
30 October 2023
Unprompted review
Reply from myLAB Box
We're thrilled to hear that you received an immediate resolution and had a positive experience with our agent, Christie. If you have any questions or concerns, please feel free to reach out. We're here to help, and your satisfaction is important to us!
Best,
Hannah
Great quality service!
My representative Joann was very professional and polite, she answered all of my questions very efficiently. Thanks so much. The service was great!
27 October 2023
Unprompted review
Reply from myLAB Box
Thank you for your kind words, Michael! We're delighted that Joann provided you with professional and efficient assistance. If you have more questions or need further support, please don't hesitate to reach out. We're here to help, and your satisfaction is our priority!
Best,
Hannah
Generic, unhelpful reporting and erroneous data.
I purchased the kit for weight loss in hopes of getting some insights related to well…. weight loss. The report I got back was completely generic and unhelpful. I think it could have been for any kit, No insights or anything that would indicate I bought anything related to weight loss.
But in trying to draw my own conclusions I noticed the report noted my testosterone score was out of the normal range they identified. When I then spoke to my doctor about it he showed me that while the result was correct the range they identified was totally erroneous, as in WAY off. In fact my levels were perfectly in the normal range.
When making these complaints to customer service, my first comment above was fully ignored and they suggested I speak to one of their doctors. They also pointed me to their refund policy which states basically “No refunds”. The whole experience was a waste of my time and money. An expensive lesson learned but hopefully this helps others not to make the same mistake.
22 October 2023
Unprompted review
Reply from myLAB Box
Dear Bruce,
Thank you for taking the time to write us a review and bringing your concerns to our attention. We care about your experience. It's disheartening to hear that the report you received did not meet your expectations. We take your feedback seriously.
We've sent you an email to investigate your experience further privately and ensure you are equipped with the most accurate information so you can make the best decisions for your health. We look forward to supporting you further.
Best,
Hannah
My representative was Ann
My representative was Ann. I thought I had everything ready for her, but I didn’t. She was incredibly patient with me and helped me trouble shoot each of my issues. She documented everything so when I call back in I won’t have to start all over. I only have one thing to resolve.
25 October 2023
Unprompted review
Reply from myLAB Box
It's wonderful to hear about your positive experience with Ann. We're glad she was patient and thorough in assisting you. We're here to help with that one remaining item whenever you're ready to resolve it, Leigh. Feel free to reach out when you're ready.
Best,
Hannah
Tracking my order
I needed to track my order, and the service and assistance were quick and easy. Thank you so much for that.
12 October 2023
Unprompted review
Reply from myLAB Box
You're very welcome, Ale! We're pleased to hear that tracking your order was quick and easy. If you ever need assistance, please don't hesitate to reach out. We're here to help!
Best,
Hannah
Errol was quick and helpful.
11 October 2023
Unprompted review
Reply from myLAB Box
We're glad Errol provided you quick and helpful assistance, CSV 2.
Feel free to reach out if you have more questions or need further support.
We're here to assist you!
Best,
Hannah
FALSE POSITIVE HSV2
I decided to use MyLabBox to test for Genital Herpes. I had never had any symptoms but have always had some anxiety around STDs in general and get tested often, and I realized I had never been tested for HSV2. So I ordered the test and sent my sample in. I received a “positive” result with no index value or any information. I was told a doctor would reach out to me which also never happened and I was not given any information on how to contact a doctor. I reached out to MyLabBox and was given my index value over the phone (the lady told me they never give index values with results).
I started to research about false positives with HSV2 and found out they’re extremely common and that several people have shared how they have gotten false positives through MyLabBox. I decided to go to my gynecologist for another HSV2 test.
This is where I found out that I do not have HSV2 and I received a false positive from MyLabBox. My gyno informed me that the index value I received from MyLabBox was an extremely weak positive and should not have been resulted positive due to that. The two weeks where I thought I had herpes was extremely stressful and I wouldn’t wish it on anyone.
Please take my advice and do not use MyLabBox for any STD testing!!
11 June 2023
Unprompted review
Reply from myLAB Box
Thank you for taking the time to write us a review and bringing your concerns to our attention. We care about your experience.
A positive result can be distressing, and we understand the impact on you. There are a number of reasons why you may receive differing results, including the type of sample, the quality of the sample, the levels of detectable antibodies and more.
We've sent you a request to investigate your experience further privately and ensure you are equipped with the most accurate information so you can make the best decisions for your health. We look forward to supporting you further.
Best,
Hannah
Great chat service
Mel made it easy to get my tracking information and explained the stability of my sample in transit so I didn’t need to worry. Now just waiting for my results!
5 October 2023
Unprompted review
Reply from myLAB Box
Dear Randi,
Thank you for sharing your positive experience with Mel! We're glad she reassured you about the sample's stability in transit. We appreciate your trust in us and are here to assist you throughout your testing process.
We are happy to be part of your health journey.
Best,
Hannah
Reply from myLAB Box
Your feedback, Jacobee, is greatly appreciated!
We will harness it as our driving force to excel in our endeavors.
Best,
Hannah
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