Platinum Health Supply

I placed an order for RAT kits late last year and the items were showing in stock on the site. I placed the order and was given an estimate of 3rd to 5th of Jan. This came and went and I received a generic email stating that my order was delayed. This continued for another 10 days even though Platinum Health Supply updated with a photo of bags of orders being rushed via overnight express. Still no further updates or delivery coming my way. It's now 3 weeks since my order, and still no delivery. I have emailed a few times and need to wait 5/6 days to get a response if they feel like it. I have had 1 response. I understand that these times are difficult, and that they say they were inundated, but if you're in an industry that sells in demand products online and in store you need to have plans and strategies to cope with these busy times! Platinum health have dropped the ball on this one! Not pleased with the level of service I received. I can handle items being delayed... it's the poor online service that I'm disappointed in. I have been getting almost no return correspondence from Platinum Health and have not even been given a tracking number. I have a pregnant wife at home and need the tests to make sure we are being safe and self test as needed. Big thumbs down. I could've had tests purchased locally by now but my funds have been tied up with Platinum.

Appear to have really over committed themselves with covid-19 related supplies. To the point that Platinum Health Supply have taken funds for orders they cannot process or address issues with. Basically they took my funds but never responded when I asked about it - just ghosted me. I can't get the product and my money appears to be swallowed up. Honestly, what is the consumer to do? For all intents and purposes, you feel as though your $ has been snatched, really shouldn't matter if they have over promised, that should never have happened. And if staffing is an issue, thats fine but PHS need to cancel and refund bulk amounts of orders, anything else is really unfair, you can't tie up peoples money like that.

Ordered RATs over two weeks ago and have not received a single piece of communication from Platinum Health to indicate that the order would take over two weeks to even be dispatched from the company! How is it that you can receive an international order in less time then this company can even send an order! Very disappointed in the lack of communication and that you have to visit their website and find a tiny banner that leads to a link, which mentions a delay due to COVID then blames it on the government!

I understand that rapid antigen tests are in high demand at the moment. But when I ordered mine THREE WEEKS ago it stated Platinum Health Supply were IN STOCK. Obviously they weren't as it has been three weeks and my products have still not been shipped. I am not happy at all!
I have purchased from other sites that stated their RAT tests wouldn't be in for a couple of weeks, and like they said they arrived two weeks later. Platinum Health Supplies... you should have done the same!
Terrible customer service

I have placed 3 orders & received only the first & last order. The 2nd order contained RATs among other items & remains unshipped after 5 weeks. Repeated emails to the company go unanswered & there's no point calling because Platinum Health Supply leave calls queued & unanswered. After 5 weeks, no order & no human communications, it's hard to believe the company hasn't oversold many times over their stock holding of RATs - this is despite their assurances that they haven't.

Absolutely the worst experience in my life. Ordered rapid antigen tests on 1st January, and still not despatched, no updates besides generic emails saying Platinum Health Supply are overwhelmed with orders. I have emailed customer service twice to ask about status of my order and no response. I understand they are busy etc, but a month is excessive to not have ANY response. The other annoying thing is when I ordered it said everything was in stock, leading me to believe there would not be delays as other websites clearly stated there were delays. This has made me think these guys are dishonest. My friends have ordered from other websites and received their test now.
Absolutely abhorrent, I have never left a bad review before but this supplier is awful and will take your money then ignore you.

I ordered 20x Rapid Antigen Test kits (expensive), but only received masks in the delivery. Was unable to contact the company at all except by email. There are 3 tickets raised. Finally after 10 days someone replied to say Platinum Health Supply have no stock do I want to cancel? I said yes of course. That was 5 days ago. 2 days ago they closed my ticket and then I get informed that it is on its way, but I've already purchased other stock. I want my refund! I was asked whether I wish to cancel, then ignored!

I appreciate the service provided and how extremely difficult the circumstances are however I've emailed twice and not yet been able to obtain an ETA for the tests I ordered on 03/01/22. I've received the email communications that apologise for the 5-7 day delays however it's now been 9 business days since I placed my order and I have no indication on when I can expect to receive the tests. A few of the emails have ask me to advise if I want to cancel my order which I certainly don't, we really need the tests!

I just wanted to say a big thankyou to your team. I ordered on the 1st January 2022 and received my order on the 19th January 2022. I know it was a little longer than normal postage BUT you kept me up to date with regular emails regarding my order. I hope you all have a break soon when the panic buying of Rat tests settles down. This is my third time ordering from you and again and I will again in the future I'm sure.

Cannot contact anyway regarding order. Two phone numbers that go to an automated service that tells you no representatives are available. Email has automatic response. Ordered when in stock, now not in stock but unsure whether order will be sent or not. Understand pressure at this time but inability to contact anyone is frustrating. Just want to know if the order is coming, that's all.

Ordered and paid for shower chair. No indication of not in stock. Asked a question two weeks later as to order being filled yet. Today I have an unasked for refund, no delivery or shipment date and now no order for one. Shower chair ordered to replace broken one. Ever tried showering on a wheelie walker when disabled? Tie your legs up and try it. So now I spend more time looking to buy a shower chair while continuing to make do with a mobility aid not suited to the task.
My time is as valuable as yours.
Thank you for the prompt delivery of the two RAT tests ordered at the same time. I smell a rat in your communication and customer dis-service provision.

I'm not concerned about the supply issues, however, when you send me a general email advising that those (including me) who ordered certain products have had their order filled and then weeks later it is still not here, don't expect a good rating. If it isn't coming then just tell me it isn't coming. Please don't build a false impression that my order is being delivered and then have it not turn up.

I ordered and paid for 6 nasal Rapid Antigen Tests back on 04/01/2022. When I received my order 3 weeks later it only contained 2 nasal Rapid Antigen Tests and 1 saliva Rapid Antigen Test. I have emailed twice - and on one occasion received an automated reply advising i should be contacted in 24 hours - it has now been a week with no response. I have called multiple times and left messages when I am advised that no operators are available to take my call. No one has returned my call either. The lack of customer service is extremely frustrating especially when I have not received the goods that I paid for.

Not great. I was disappointed to see a medical supply company engage in price gouging. My item was bumped up by $20 whilst watching your website. Also, I requested click and collect, and am still waiting for confirmation that the item can be collected. If it was not available for collection today, I should have been advise so I could be given the opportunity to shop elsewhere. However I was locked into waiting after making a payment.

Terrible company to deal with, took my money and order 16 days ago stating stock in supply. ( if it was not then you have falsely advertise) No reply to 2 email and 1 phone call asking where my order is, and I paid for express post! Extremely bad customer service I would never suggest or order fro them again. Email sent 16 days after purchase to advise products on the way.

How can you even ask this question given what we - so many customers - have experienced?

Here's my biggest gripe. Why did Platinum fail to deliver promptly what I paid for? I ordered ahead of the demand. Surely when my payment was accepted online that would have been against existing stock? Which makes me think that my RATS were given to another person or entity that bought after me? Wellll? I want an explanation! I had to fork out $$ to get other tests while waiting for yours.

Secondly the ongoing INABILITY to speak to a Platinum HUMAN on the end of a phone. Just spam mails about how busy everyone is and how many orders we're dealing with. No personal contact. No logical explanation for the delay. I am angry.

I was disappointed after ordering BYD CARE Foldable N95 Particulate Respirator Headstrap × 1 Box of 30 to discover that the ARTG number given on the box appears to be for a KN95 mask not an N95 mask and that some BYD products appear to have been found to be non-compliant by the Therapeutic Goods Administration (though the specific batch I ordered appears not to have been tested so may be okay but maybe not), if interested, you can follow this all up at https://www.tga.gov.au/testing-face-masks-and-respirators

I place an order on the first January and still have not received order, I have followed up with a customer support ticket only to be told on the first occasion that the order is being filled and will be shipped in the next seven days and then two weeks later when I followed up again to be told that the order is being dispatched now another two weeks later and still no conformation that my order has been dispatched.

One of the worst customer service experience even taking out the fact that each RAT test was $15. I accidentally made a purchase to be delivered and emailed asking for a refund less than ten minutes after making the purchase as I made another click and collect order. I heard nothing for the first five days after my request at which point I followed up and heard nothing. The order arrived more than two weeks after the initial purchase. Once the order had been assigned a tracking number and Platinum Health Supply were "unable to process a refund" response times to emails went from more than two weeks to less than two hours.

I have requested to cancel my order for RAT when I found out that it will take weeks to arrive. I was assured by the Customer Service Office it will be actioned immediately. But it was ignored. After several emails and no answer and 2 weeks later, I received my order. I requested a return but was declined. Now I am stuck with 3 boxes of RAT which I no longer need. This order was for wedding in the first week of Jan.