EasyDNA UK Opiniões 205

Resposta da EasyDNA UK

2/11/2023

Thank you for the fantastic review of EasyDNA. We are happy that your experience with our company and service exceeded your expectations.

Resposta da EasyDNA UK

18/08/2023

Dear Stacy,

Whilst we take all client issues seriously, we want to point out that the tests we have on file with the email address you provided were purchased two years apart Test 1: 28/03/2021 & Test 2: 24/07/2023. We have no record of a third test as when requested you did not provide the case numbers so we cannot comment on this.

It is important to understand that whilst our test is commonly referred to as an "allergy test," it is designed to measure intolerance and sensitivities in pets using protein measurements. Unlike traditional allergy tests, the results reflect your pet's responses to various food items and allergens based on their sensitivities.

It is therefore important to recognize that a dog's sensitivities can change over time, and some sensitivities may even fade or disappear. These changes are different from true allergies, which are more serious and potentially life-threatening. Therefore, had you done the tests simultaneously then your claim would have warranted further investigation. However, since the tests were not done at the same time then the difference in results is justified.

In fact, changing your dog's diet between the initial test and the most recent one could be a significant factor contributing to the differing reactions to various food items and allergens. Please keep in mind that it might take several weeks for a dog to fully adjust to a new diet, potentially affecting their response patterns.

It is crucial to understand that this test is not a definitive diagnostic tool and is not meant to replace professional veterinary advice.

Whilst we take all clients complaint seriously, and of course there are situations where we can be at fault, in this case we believe the review is invalid and we stand by the results according to your dog’s diet and lifestyle at the time of each test.

We do however wish your dog the best of health and we do look forward to continuing to provide our ever-growing range of DNA tests for dogs to our growing number of customers for these tests.

EasyDNA Customer Service

Resposta da EasyDNA UK

6/07/2023

Thank you for the excellent review of EasyDNA UK. We are happy that our service has been to your satisfaction. At our company we work hard daily to provide the best service possible.

Resposta da EasyDNA UK

30/05/2023

Thank you for the five star review. We really appreciate it and will share it with the team as further motivation to continue providing our clients with the best service possible!

Resposta da EasyDNA UK

11/05/2023

Thank you for the five star review. We really appreciate it and will share it with the team as further motivation to continue providing our clients with the best service possible!

Resposta da EasyDNA UK

6/04/2023

Thank you for the great review which will be passed on to the team and especially Costa. At EasyDNA we constantly strive to give our clients the best service possible.

Resposta da EasyDNA UK

15/02/2023

Thank you for the lovely review. Customer satisfaction is a top priority at EasyDNA and the team constantly strive to provide our clients with the best service possible.

Resposta da EasyDNA UK

10/02/2023

Thank you for the lovely review. At EasyDNA we constantly strive to provide our clients with the best service possible.

Resposta da EasyDNA UK

13/02/2023

Dear Client

We are sorry to hear that your experience with our service has not been to your expectation. Our team has been constantly in touch and responded to all your questions and issues about this test. We also re-ran the samples free of charge for additional validation. In fact, the second set of results provided higher quality results which is indicative of possible contamination in the first set of swabs which can happen.

As explained, the breeds reported in the results would not necessarily contribute to the appearance of the dog. Guessing a mixed breed's ancestry can be difficult even for knowledgeable dog observers because mixed breeds have much more genetic variation than purebreds. The presence of certain dog breeds in your results does not guarantee that the dog will look like the specific detected breeds because the genetic contribution from the other breeds present may be more visible.

Furthermore, there may have been breed(s) present in one or both parents that were not passed down to one or all of their puppies, which can sometimes explain the exclusion of certain breeds in a dog, and how litter mates can have different (or similar but not identical) breed compositions.

Finally, we cannot exclude the fact that that there might be other more dominant breeds in your dog that are not being detected due to them not being on the list of dogs that we test for. Your dog is Italian bred meaning our database may not cater for some of the local breeds there and your results would reflect the closest matching breed on a genetics basis.

We hope that our response has at least in part provided you with further information about how to interpret the results of the test.

Regards,
Customer Support

Resposta da EasyDNA UK

16/02/2023

Dear Client

We are sorry to hear that your experience with our service has not been to your expectations. Our team has been responded to your issues and explained in detail how the test works. In addition, we provided a full refund despite not being required to do so since you still had issues with the results. Our customer service was very responsive to your case despite your efforts to make it sound otherwise.

To clarify again, the breeds reported in the results would not necessarily contribute to the appearance of the dog. Guessing a mixed breed's ancestry can be difficult even for knowledgeable dog observers because mixed breeds have much more genetic variation than purebreds. The presence of certain dog breeds in your results does not guarantee that the dog will look like the specific detected breeds because the genetic contribution from the other breeds present may be more visible.

Furthermore, there may have been breed(s) present in one or both parents that were not passed down to one or all of their puppies, which can sometimes explain the exclusion of certain breeds in a dog, and how litter mates can have different (or similar but not identical) breed compositions.

Finally, we cannot exclude the fact that that there might be other more dominant breeds in your dog that are not being detected due to them not being on the list of dogs that we test for. We have recently launched a test that covers more than 350 breeds which should provide even better coverage of a dog’s genetic heritage. We plan to continue launching new and improved test for our clients as the science continues to develop.

In conclusion, we are sorry once again that our service did not meet your expectations but we feel your negative comments do not reflect our service or company correctly. We take comfort from the thousands of clients that have performed our animal tests and enjoyed learning more about their pets whether it is through ancestry or health testing.

Resposta da EasyDNA UK

4/02/2023

Thank you for the lovely review. It has been a pleasure for us to help you on this discovery path and to listen to your story. We look forward to providing assistance to your dog friends as well as all other dog lovers!

Resposta da EasyDNA UK

15/12/2022

Thank you for your positive review of our service. Our team at EasyDNA constantly strives to provide our customers with the best service possible.

Resposta da EasyDNA UK

29/11/2022

Thank you for your great review. We always try to give our clients the best service possible.

Resposta da EasyDNA UK

7/12/2022

Dear Julia,

For the purpose of clarification, you sent back two sets of samples for your dog test, one set labelled as 'Primrose' and the second set as 'Fred'. However the documents sent in with the samples contradicted the labelled samples. 'Fred's' labelled samples arrived with paperwork with the dog's name as 'Stanley' and the samples labelled 'Primrose' came with paperwork with the dogs name as 'Fred'. (Of course we have documented evidence of this on our system).

Once we realised this mix up at your end we duly informed you about it and requested clarification as to which samples belonged to which dogs. By your own admission, you were not in a position to clarify this. In addition, you also failed to register the samples on the laboratory's database, which is also something we provided ample instructions about. The issues with your case are not of our making and we have clearly explained all of this in detail.

As a result of the mix up of the samples, it is normal practice to request new samples and charge for new kits as these are a cost to us. However, following our discussions, we decided to send these out free of charge to try and help you rectify the situation as fast as possible. The new kits have now been despatched and hopefully they will soon arrive as currently there is a postal strike.

We always take our clients complaints seriously, and as shown above we have been very proactive to fix a situation that was clearly not of our making. We now look forward to receiving your samples and being able to deliver the results for the better health of your pets.

Resposta da EasyDNA UK

29/11/2022

Dear client

You sent back two kits to our company and both failed to arrive. It is of course the client's responsibility to ensure the samples arrive at our premises. Perhaps you did not apply enough postage which can delay delivery for up to several weeks. We receive hundreds of cases per week at our office and therefore blaming our company for problems with the postal service seems rather unfair especially during a period littered with postal strikes and related problems.

In addition, we would like to point out that we have sent you three sample collection kits at no additional charge. One of the kits arrived torn (of course not our fault) and we replaced it as well. For all this we didn't charge extra and incurred all the expense ourselves.

Finally, we provided you with a full refund for the test despite the fact that it is was your responsibility to make sure the samples arrived at us not vice versa. All this at a cost to us.

And despite all this you have still decided to put a bad light on our company (and our staff members who have been very responsive to your case) and failed to inform about the full refund. We believe this is rather unfair on our company and not at all merited.

Having said that, we still wish the best of health to your dog and take solace in the fact we have thousands of satisfied clients who have benefited from our services throughout the years and appreciated the service.

Resposta da EasyDNA UK

21/10/2022

Thank you for the great review! At EasyDNA we are glad to have been part of your journey towards making your pet's life better.

Resposta da EasyDNA UK

21/09/2022

Dear Client,

Your review is noted but for the record we would like to point out that at the moment there are the Royal Mail postal strikes ongoing bringing delays and backlogs to the postal system. This is a well advertised fact we even stated it on our website. It is also something we have no control over and this is why we recommend upgrading the postal option selected if the kit is required fast. First class postage does not guarantee fast delivery under these conditions. So whilst the delays are regretted it is not a fault that can be attributed to the company.

With regards to the kit, our customer care team advised you about admin fees involved as per our terms and conditions which you accepted at the time of order. Given the sensitive nature of the test and the fact the kit is personalised to the particular case it cannot be re-used by any other client. The cost therefore covers all the expenses related to the kit including the actual kit, the postage and the handling costs.

Whilst we take all clients complaint seriously, and of course there are situations where we can be at fault, in this case the problem was clearly caused by the postal service. We therefore believe that your complaint has no merit and remain committed to providing our many clients the best service possible.

Regards,
Customer Service team

Resposta da EasyDNA UK

19/08/2022

Dear Client

We are always sorry to hear that your experience with our service has not been to your satisfaction. However, your comments are based on comparison of tests which have different methodologies and functions as explained further below. We also cannot comment on individual comparisons since we have not seen the other results.

An allergy is an auto-immune system response in which the body makes a mistake of an ingredient being harmful and creates a defence system to fight it. A reaction occurs when the immune system is fighting against the substance- even if a small amount has been consumed. This can be life threatening.

An intolerance is a digestive system response that affects many parts of the body. This occurs when something irritates the digestive system or when the digestive system is unable to digest or break down the foods.

Intolerances can manifest over time due to age and diet changes, due to the exposure or over exposure to that item. It takes 6-8 weeks for your body to heal and for you to feel the benefits after eliminating a certain food item, which is why after receiving our test result, you complete an elimination diet and remove items that are shown to be giving you an intolerance. If not completely, reducing the amount consumed can help. After this time, you can reintroduce the items back in your diet in measured amounts monitoring how you feel- and it will also give you an idea of how much you can tolerate in your diet.

Symptoms of an allergy can happen immediately whereas symptoms of an intolerances are delayed, which can be difficult to pin point as they can take up to 72 hours to display themselves. Test results from blood and stool can be affected by your last meal, as they reflect a shorter time period whereas results from a hair sample reflects a longer time period.

Once again we are sorry your experience was not to your expectations but we have had a lot of positive feedback on the results of the test and many have used it as a start to a journey of self discovery and a healthier lifestyle.

Regards,
Customer Service team

Resposta da EasyDNA UK

10/08/2022

Thank you for the great review and we are glad that we have helped find out more information about your dog that can be used to improve their health and well-being!

Resposta da EasyDNA UK

16/06/2022

Thank you for the great review of EasyDNA UK! We are glad that you have found our service to your satisfaction.