Smartwater Testing Ltd Reviews

Name: Smartwater Testing Ltd
Address: Bridge House London Road, Marlborough
Rating: 4.84

4.8 Rating 951 Reviews

97 %

of reviewers recommend Smartwater Testing Ltd

4.8

Based on 951 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Kit was delivered to main building reception, had to pay an additional £20 when this was lost which I thought was a very high cost for a new kit”

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Posted 3 months ago

Hi Laura, I'm sorry you feel that the £20 charge for providing a replacement kit is a high but we charge it to cover postage, consumables and administration time. Hopefully the remainder of the product and service met your expectations. Many thanks

Posted 3 months ago

“Given the time-sensitive nature of your testing process: I wanted to book a collection (from my place of work) and, once confirmed, fill the sample bottle early on the date of collection. You make this difficult because the booking form requires that the customer declare that they have already taken the sample before requesting a collection. Imagine a scenario where the customer complies by filling the sample bottle before booking a collection then being notified that the collection date will be tomorrow. That's at least 24 hours wasted out of the 48 hour window for testing. I'd suggest that you remove this declaration from the form. Perhaps replace it with an acknowledgement that the customer is responsible if the sample isn't ready at collection time.”

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Posted 1 year ago

Hi Alan, thanks for your feedback. The scenario that you explain, providing you follow all of our instructions, still works and enables samples to arrive at our laboratory within 48 hours. Indeed we also ask you to confirm that the 'collection will either be made the same or next working day' when booking the collection. All courier collections are delivered to our laboratory the next working day so there is no issue or need to change the online collection form.

Posted 1 year ago

“The bottles arrived promptly and the system was easy to use. The collection of the bottles by DPD was fraught, especially given the tight deadlines. They did not turn up, We have a 2 man reception office at the front of the building, who absolutely did not see any DPD driver let alone say to a driver that there "was nothing to pick up" Next time I order testing kits, the picking up options will be the most important feature. Difficult to contact Smartwater”

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Posted 1 year ago

Hi, thank you for your feedback and I’m sorry you had issues with the courier collection service. Hopefully you can appreciate that as we use a third party (DPD) this is totally out of our hands. The overwhelming majority of collections go smoothly but as this service is driver specific we do have issues occasionally for which we sincerely apologise. We do feed back to DPD on a regular basis to improve the collection service but, unfortunately, drivers change all the time. We do offer a free post Post Office drop off option as an alternative which may work better for you next time. In the meantime please accept our sincere apologies. Smartwater Testing Team

Posted 1 year ago

“Prior to my last experience I would have rated you as Good. I intend to continue your services next time but wanted to give this feedback for you to bear in mind. Please refer to notes you must have on your system for more detail. Firstly, the DPD driver, did not come on the expected same day. He put a note on the DPD system that the item was not ready for pickup. This was not correct, I had stated on the delivery instructions, via SWT, that he should ring Flat 23; we have CCTV camera and did not see him arrive at the main building or enter. I tried contacting SWT, it was c 5.10pm, and just got an answerphone, saying the office was closed. I emailed the Collections Team, and a name would be helpful; I got the impression everything is automated. The DPD Driver arrived the next day, he was adamant he had come the previous day. Also, by this time I was using the DPD tracking service, and he arrived ahead of the schedule; this was fine but it also means the DPD tracking system is not accurate. I subsequently received an email from Collections saying the lab had not received the samples and a fresh test would be sent. However, in the meantime, the tracking system showed that the samples had been delivered in time. From a customer service point of view, I would have appreciated some contact and acknowledgement that there had been a problem. I hope you find this feedback of value. Thank you”

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Posted 1 year ago

“Hi. I have not received an email certificate. Can you help with that? Thanks”

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Posted 2 years ago

“You should part company with the delivery system you use for delivery of package. They are not trustworthy and dishonest. They lied that they came to the house which was boldly written but they did not come to the two houses which are care homes. They also lied that no one was at home when the care home is open 24/7. I am not impressed by this method as it caused me a lot of stressful time. In the end, I had to drop off the sample at the post office.”

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Posted 2 years ago

We appreciate your comments and hope you can appreciate that every courier has (mostly) good and bad drivers. Unfortunately you got a bad one and we can only apologise. We always feed your comments back to our courier service who, in turn, speak to the drivers and take action where necessary. We are please you were able to get your samples to us using an alternative method and apologise again for the inconvenience and stressed caused.

Posted 2 years ago

“I have received the Certificate by email, thank you. Theo Hodges”

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Posted 2 years ago

“Communication issue with collection and delivery”

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Posted 3 years ago

“I believe the advice re requirement was not fully understood. Initial delivery of bottles was very quick, but the results seemed to get lost in the system and needed two reminders.”

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Posted 3 years ago

“I was disappointed to received an email 7 days after I posted the sample to say the sample has not been received. When I asked for a refund the sample was found. I received the test results and certificate within the published timescales.”

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Posted 3 years ago

Hi Dawn, I'm really sorry we initially told you that your sample had not arrived at our lab. This was caused by human error and I sincerely apologise for any inconvenience caused. As you have confirmed, your results were provided to you on time so it's disappointing we were unable to completely satisfy you on this occasion.

Posted 3 years ago

“I haven't received my certificate. As told to get within 14 days . Bit slow process.”

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Posted 4 years ago

Hi Nisha, your certificate was emailed to you on 5 August. It may have landed in your junk folder? I will email it over to you again. Many thanks

Posted 4 years ago

“I bought 2 testing kits some 2 weeks ago and was sent 2 bottles and 2 return bags, so I put a bottle in each bag. When DPD came to pick up, they only had one label so put both my bags in a larger bag and the driver said he would re-do the labels when he got back to Swindon depot. Knowing delivery companies as I do, I was worried this might not happen but 2 weeks later I received confirmation from yourselves that the samples were ok. On the same day (this Wednesday), I received another e-mail telling me DPD would pick up samples that day. They arrived only to be told that they had a wasted journey and there were no samples to pick up. I think the admin needs tightening up at your end to stop sending duplicate e-mails and repeat instructions to DPD.”

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Posted 5 years ago

Hi John, as discussed on the phone our process worked exactly as it should. For some reason DPD attempted another collection approx 2 weeks after they had made the collection. We have checked with them as to why but they do not have any explanation. I can only apologise for this but this error is not as a result of our process and we've never seen this happen before.

Posted 5 years ago

“Hi, I found the service offered by Smartwater to be first class, clear & frequent communications from them means you are always informed of the progress of your order throughout its life cycle. I would highly recommend them,”

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Posted 5 years ago

“Your kit and testing was very good. Your website is awful! Very difficult to find my way around and buy kits. We will use you again, but please have the website sorted!”

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Posted 5 years ago

“Initial process of booking was quick and efficient- however when I didn’t get contacted with my test results I became concerned. Unfortunately the lab had lost my sample and the process had to be started all over again! Which could have compromised me ! It took a few emails until I felt completely satisfied with the aftercare service . Subsequent tests were ok”

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Posted 6 years ago

Smartwater Testing Ltd is rated 4.8 based on 951 reviews