Rapid Test & Trace Canada
Reviews and Complaints

We ordered an observed test from Rapid Testing Service for an upcoming cruise. A member of our family (in person, PCR test) unfortunately tested positive and we have to cancel the trip. I used the chat feature on the Rapid Testing Service website, and our appointment was canceled and our fee refunded in a matter of minutes. The customer service was absolutely outstanding (really, 5 stars). And as I mentioned to our representative Krishia, we are double grateful for the service given we have to cancel our vacation. Thank you again.

I have been in contact with a representative over the last few days. We are traveling soon and had many questions about this service. We've used other services before, but this is the first time we are using our own tests and getting results immediately. The representative has been fantastic! She answered all my questions, provided detailed instructions on how to book multiple appointments from one account for my whole family. I even logged back in to ask another question and she promptly got back to me. Haven't taken our tests yet, but so far this experience has been great and that's because of the representative and the chat option you have provided!

Ordered a test 13 days ago, but have not received it yet. It seems they ship internationally, and I'm located elsewhere. Contacting the company is futile; they provide only a chat bot with limited options, none of which resolve my issue. Attempts to reach out via a customer service number from Complaintsboard.com and their email form were unsuccessful. I cannot check my order status and will be canceling to seek a different pre-travel testing provider.

ORDER NEVER SHOWED! Ordered $550 worth of tests, for *** before Christmas & although promised it would arrive by Dec 24th, it didn't...& still hasn't. Due to demand & co-vid I was understanding. However when it still didn't show up, I contacted "support." Despite numerous attempts over several weeks, the ONLY response I ever received was providing me over & over with my tracking information & a "please let us know if you require anything further." Item apparently was returned to *** still can not get any response to getting my money back, or an actual legitimate response from anyone at Rapid Test & Trace Canada.

I ordered my tests about a month ago. They have YET to ship. When I email this company about it all I get back is "good news! Your order has shipped" but when I check with *** they say they are still waiting for the company to give them my package in order to ship it. I've emailed numerous times and only ever get the same response. I am a Healthcare worker in a very bad covid area. I need these tests. I needed them about 2 weeks ago when they should've arrived. I'm furious and very disappointed at the lack of communication from this company. I didn't spend $300 so sit here and wait for weeks on end for a response or for them to ship.

I have been very pleased in my dealings with Rapid Test & Trace Canada. In total I have placed 3 orders with them. Although there was a problem with my last order, it was able to be resolved satisfactorily. I fully understood the challenges they were facing in filling orders in late Dec./early January when the government shifted away from PCR testing and promoted the use of rapid tests. I am certain the high demand created difficulties for the staff, however, those I had contact with responded quickly and in a very professional and respectful manner. I definitely would use them again and feel totally comfortable recommending them to others.

I would give ZERO stars if that was an option. I ordered test kits in December and still have not received anything. I reached out mid January and was only then informed they were out of stock. They informed me I would be receiving them the following week. I did NOT. I followed up again yesterday and today (Jan 24,2022) only to be given the complete run around. I asked for solutions or other options and all they did was send me a link back to their websites regarding items currently available for purchase. The test kits I ordered were still showing as available yet I still have received nothing. HORRIBLE customer service! Save your money and buy elsewhere.

This is a challenging time for all of us, especially now as everyone is striving to purchase a rapid test kit (trying to get one from the government is impossible). I ordered two test kits on Dec.18 hoping they would be able to get the kits to me before Christmas. They did it! All of their staff is working so hard to get kits out. Due to their hard work, I can spend time with my family on Christmas Day as we all decided we would do a rapid test to be careful -- if we couldn't, then we would hope to celebrate next year together. Thank you to all staff as it is so much appreciated -- you have made our Christmas Day. Merry Christmas/Happy Holidays to all of you. The Rapid Response test is easy to use and gives us peace of mind so my family can celebrate.

So grateful for the rapid response rapid covid test! After my family was a close contact with a covid positive family member, at the sign of my first throat tickle I used one of these tests and found out I was covid positive. I then went to the formal testing centre to confirm results (isolating myself the whole time) and when it was confirmed I was a firm believer in the rapid response tests. At the sign of first symptoms for my children I did the rapid trace test on them and found they were also positive so they are now quarantining with me. If we had to wait for the testing center results (often taking *** hours) we may have spread the illness even further in our household. At this time my husband and son have not shown any symptoms so I believe we caught it early and isolated from them. Thanks so much rapid trace!

If there was an option of zero stars I would choose. A terrible experience even allowing for the current shortage of rapid test kits. On Dec 20 I ordered a more expensive kit from the rapid test website as the more reasonably priced kits were marked as out of stock. I assumed if it was also out of stock it would be labelled that way. The advertised delivery was 6 to 8 days. After a delay of several weeks I inquired through their online system. You cannot speak with a representative, just place a comment through the system. I was told the product was out of stock and it would be two more weeks. It has now been 6 weeks. This is terrible customer service. The website does not give accurate information, the customer service system is a joke and there is no attempt to follow up with information on status or delays in your order.

I was very pleased with my 2 online order experiences within just a few days of each other. Very straightforward and clear about shipping / delivery timelines. Unbeknown to me at the time, having ordered the test kits when I did was critical especially by the time my 2nd order was getting shipped out. By then, their website had already indicated "out of stock" and "back ordered" till mid January on several brands of rapid test kits. I am a senior and there's no way I could be in a line up at 4 am, stand for hours and still possibly walk away with the highly coveted 1 free rapid test kit per person. The company offered me a coupon offer for use towards my 2nd purchase with a minimum order. This was a big help for me and I appreciated this gesture very much. Using the test kit was quite easy. I would definitely order through them again when the need arises.

Take caution when ordering product from this company. We ordered 14 rapid antibody tests and received them today. We planned to share with family and use mainly in the fall when people start heading back indoors. Unfortunately, all *** under 1 month. We had ordered from this company before and when we did the kits were discounted 80% with a very visible bold red?letter warning about the expiry date. This time there was no such warning unless you dig deep into the fine print at least that is what we were told. When we looked hard for it on the website, well, we couldnt find it you try to find it when ordering! So, WARNING folks, if you are going to order from this company you had best find out what the expiry date is and maybe get it in writing because their customer service are not at all understanding, will just argue with you, and then refuse to refund

Immediately upon placing an order, I realized that I ordered the wrong test kits. I immediately responded to the order I received by email advising that I cannot take blood as I am a regular person not a health care professional. I asked for a refund since they had no covid test kits with nasal swabs in stock. *** responded to my email advising she would be happy to help and went on to write that my order was delayed but would be shipped shortly. I responded to her email again advising of the problem. Four days later, I received an email from her in response to my email thanking me for my patience and advising my order had been shipped. If they do not offer refunds before shipment, she should have stated that in the first email instead of responding in such a ridiculous manner. I admit I made an error but this is not how you deal with customers. Today, I received a shipment of tests costing $447 for which I have no use. Thanks Rapid Test & Trace Canada. Buyer Beware!

This company is amazingly to deal with but I would suggest asking this distributor to confirm their shipping process in cold weather with you before ordering test kits. Maybe this was a one-off situation, and I am awaiting the reply to my concerns from the company. It is -20 to -35 degrees Celcius this week so I inquired with the company about the potential of freezing for antigen tests during shipping in this cold weather and the impact the product. I was informed it would be shipped in a temperature controlled environment with a temperature insulated pack to keep it warm for shortened periods outside and that I would have to sign for it so it wouldn't be left outside. The antigen tests arrived quickly but were deeply frozen in the -20 degrees (had been in back of unheated *** truck for multiple hours). The package came in a box with no heat packing (which at these low temperatures wouldn't have protected it anyways for the length of time in the *** delivery truck). I emailed the business to see if I could still use the tests and haven't had a reply as they are likely swamped with Omnicron volume of inquiries. I need to use the tests right away, so I contacted the test manufacturer directly and they informed me that the rapid tests are no longer going to work after being frozen. I am in a pickle now without the tests we need.

This company is so frustrating. I ordered covid tests from them about a month and a half ago. The product was backordered but said it would be shipping four days from when I placed my order on Jan 6th.I have been misled multiple times as this backorder date kept getting pushed back and pushed back, and I kept being given false information about when my order would arrive at their warehouse and ship out. I can appreciate that receiving covid tests has been difficult in the last 2 months but they were obviously misleading their customers so that all their orders didn't get cancelled.Finally, this week, (on Feb 12th) I got frustrated and tried to cancel my order and was told they were unable to cancel my order because it was marked as "Processed" by their shipping department and would be shipping soon. When I threatened to call my credit card company and have them initiate a chargeback I was told by their customer services team that my product has shipped and I should receive it by tomorrow (Tuesday Feb 15th). That was yesterday and I have not seen my product. Now, today, I received a promotional email from them advertising the covid tests I ordered and they are "In Stock" and also 30% cheaper than they were when I back ordered them over a month ago. They are not on sale, they're just cheaper, so they are offering a lower price for customers receiving the same product, probably at the same time or sooner than those that have been angrily waiting for their orders. And I still haven't received my order! Super frustrated about being misled by their customer service team. Would not purchase from this company again.

We ordered 500 Covid Rapid Response tests on January 6th with an ETA delivery time of 4-8 business days. We did not receive any delivery tracking email for our order, even after repeated email requests were sent to Rapid Test & Trace Canada. On February 1st, we requested a cancellation of the order due to not being contacted or provided with a delivery status update info. On their *** Policy it states "Section 3 - No refunds or exchanges of the products will be permitted, except if you cancel your order before it has been processed for shipping.". A customer service rep emailed the delivery/tracking info the same day the order was delivered. We then discovered that we received the wrong *** Rapid Test & Trace Canada will not allow us to exchange or return the unopened box of tests which we cannot use as we are not a lab facility. At this point, we are so frustrated with having spent $7,500 and not being able to have someone respond to us to resolve this matter. According to the *** Policy listed on Rapid Test & Trace Canada's website, "Section 12. Customer Support and Information", clearly states that exchanges and returns are possible after contacting their *** team. Our experience with their *** Team was not handled professionally and no offer was given to help escalate further for a resolution. On February 3rd, we requested to be directed to a manager or corporate business owner and have yet to be contacted. At first we wanted an exchange for the correct product and now we would just like to receive a full refund. Personally, I would not recommend others to purchase from this company as this has been an extremely frustrating and unpleasant experience. If required, I have kept all email correspondence reaching out to Rapid Test & Trace Canada.

I placed an order January 3rd and have not received any info from the company regarding the status. I have tried to contact them on several occasions with no luck.

They are completely unresponsive and won't answer calls, emails, or their "online chat box". They only sent one of two items on the receipt, with no explanation. The missing product is "BTNX - Rapid Response COVID-19 IgG/IgM Antibody Test", is listed as in stock. Order ***, placed Dec. 26, 2021.

I ordered rapid tests from this company December 27th. I never received a confirmation email or anything. It's now January 21st and the only response to my multiple inquiries and requests for a refund have been ignored. The only communication I've had regarding my inquiries were them asking for my order number which I do not have because they never sent the confirmation email. I have sent them a screenshot of my credit card statement showing they processed the payment. At this time i just want my money back. This is literally the worst online company I've ever dealt with

This online business has a Complaintsboard.com logo on their website. On January 3, I placed an online order for Covid rapid tests that were advertised as on back order until January 10. This business processed payment on my MasterCard a few days later. After I did not receive a shipping order I emailed the company and also used their chat feature- to inquire about my order. To date they have NOT replied and they have removed the January 10 date from their website. I have received NO communication at all from this company and now the $220 payment is due on my card for a product I have not received and do not know if even coming. Can you investigate- is this a ***?

Order was placed on December 15 for 25 BTNX COVID19 Rapid Tests with delivery assured for Dec 23.Having not received any shipping information I requested prior to shipping on December 20, 22 and *** accordance with the published policy.Despite my requests the company did not respond and proceeded to ship the package on January 05, 2022.Following arrival of the package I requested that it be returned and a refund processed per the request and policy.The company on January 06 offered a discount if I kept the package which I refused and requested a refund.Since this date despite repeated attempts I have not received acknowledgment or return/refund information.All exchanges via email available upon request.

Issue - The tests were shipped in -10 C to -25 C weather and not temperature protected to ensure were kept above the minimum manufacture recommended storage temperature or 2 C. The exposure to the subzero temperatures during shipping, arranged by Rapid Test & Trace Canada, has compromised the tests and they will no longer usable (ie. they have been spoiled due to incorrect storage/shipping).Background - On December 21 I ordered 25 Rapid Response Covid-19 Rapid Antigen Tests online from Rapid Test & Trace Canada (Order # ***) for $***. on January 10,2022 I received notice of shipping of my order *** Tracking ***). Based on the *** Tracking information the tests spent at least 10 hours in temperatures below -10 C and according to the *** driver the temperate in the cargo area of his truck was -20 C and there was no heating in the cargo area. There was no information of the exterior of the shipping packaging on the need to maintain the contents at a temperature above 2 C and there was no internal insulation in the package.On January 11th I emailed Rapid *** with my concerns asking for a replacement and I used the Chat function on their website but I am yet to receive a response to either message.