SH:24 Reviews 27

I had an extremely disappointing experience with this company. My sample was sent via Royal Mail, and tracking clearly shows it was received and signed for. However, I was later informed that my sample had been “lost.”

Rather than investigating properly, I was accused via text message of not sending it — essentially being called a liar — despite having proof of delivery. This was both unprofessional and insulting.

The call centre staff were completely unhelpful and unable to take any meaningful action. I genuinely question what authority or purpose they serve, as they could not resolve the issue or escalate it effectively.

When I raised a formal complaint, the resolution offered was simply to send another test kit and wait an additional 14 days — while again implying that I had not sent the original sample. This is not an acceptable solution when the tracking evidence clearly shows otherwise.

Overall, very poor customer service, lack of accountability, and an incredibly frustrating experience.

Very good company. used SH:24 many times and never fail. I order from their website and get exactly what i need every time. Delivery is always on time, if not before!

Absolutely disgraceful. Received a message to say I tested positive an needed medication, I am now on DAY FOUR of trying to get someone in the company to send prescription to the chemist.
The staff are rude, unhelpful and have zero empathy.

Do NOT use this service.

Tried to get a test yesterday…Website told me to try again tomorrow. Checked all today, every hour until midnight says exactly the same thing.

CANT GET ANY TEST

How are you playing a lottery with people’s health?

Unable to verify account created. Told to wait 24 hours and try again.
Attempted to create a new account with different email, ame issue.
First attempt, verification code was "wrong" no it wasnt. I wasnt wrong the 5 you sent me. Then the mobile sms did not arrive. Customer service line is 100% useless. They dont care. They don't want to actually serve the customers.

These people are awful

Very Slow Service Sent An Email No Reply Sent A Text To The Number That Texts You Regarding The Test Kit Still No Reply its Been 2 Weeks Now Since I've Sent The Kit Back No Telephone Number To Even Speak To Anyone About So I Presume My Kit Has Been Lost In The Post So I've Had To Order Some Azithromycin Online Because Of Lack Of There Services Total Waste Of Time Service!!!

ABSOULTELY SHOCKING!!

I cannot even find the words to describe just how poorly this service is being run!

I have deleted my account and currently have no access to sexual health services!

They have set up a system that passes you around all over the place and you can even complain about it.

THERE ARE MANY PEOPLE CURRENTLY WITHOUT ACCESS TO A COMPREHENSIVE SERVICE - PEOPLE IN DIRE NEED LIKE RAPE VICTIMS ETC.

SORT IT OUT!!!!!!!!!!!

Sent by Brook to order a STI test as I’m chronically ill and no longer have access to a vehicle - or anyone who can take me to a clinic.

It’s only midday and apparently they’ve ‘hit their quota’ for kits they can send out today in my areas already. No mention of this AT ALL on the Brook website.

So I’m supposed to try tomorrow, early morning, if I want access to a testing kit. As someone with chronic fatigue who can barely function in the mornings…

It took my postcode on entering the website and then told me to fill in my age and postcode AGAIN to order the test, only then to tell me that they have a daily limit and they’ve hit that - at midday. Surely the first time it took my postcode it knew that?

So, now I’m probably going to spend days trying because I’m too unwell in the mornings to do anything and have no way to get to Brook (I can’t afford a taxi and the nearest clinic would take over an hour each way on public transport. Which would wipe me out).

Really accessible 👍

EDIT: it’s 6am the following day.

“we’re unable to take your order today”

Apparently they’ve hit their quota already. Makes me wonder just how many kits are actually available in my area.

Was a easy and helpful way of getting my contraceptive pill for the past few years but just tried to reorder and was told they don’t commission my area anymore🤦🏻‍♀️ bit annoying that there was no pre warning. Hopefully I’m able to get my pill elsewhere in time before running out.

I cannot thank you enough for the care and how fast the medication was sent over. The communication was top and I am so grateful for your services! The best!

Ordered from SH:24 my pill came within 24Hours as i couldn't get into my doctors for an appointment, very fast service .thank you

If I could rate zero for communication skills, they SMS you reply then they don’t even have the common decency to reply back with what they’ve cancelled.

Maybe the NHS need to stop outsourcing and bring this service back in house.

Advised me to try mini pill because I was approaching 40 years old - despite years of combined pill with no side effects. Mini pill caused mood swings, breakthrough bleeding and, for the first time ever, headaches. Went back to explain I wanted to return to my combined pill because of this and was refused because I had had a headache (even though this was caused by mini-pill!) Have since had combined pill prescribed by both NHS and private GP's without issue.

Blood test of the kit is a joke. The amount of blood they require is IMPOSSIBLE to draw with the kit provided

Can not fault this service. I use SH:24 to get my free patch and I've ordered it from them multiple times and always get what I've asked for. It is an incredibly valuable service as I find going through my GP for something as simple as contraception is just such a massive amount of chasing and organisation on my behalf even though I've been using it for 8 years. The postage is quick, efficient, and also free and I get informed about the status of my order at all times via text message

Was difficult to get a kit in my area. Jessie was helpful from SH24 managed to help me get a kit. Once arrived it was easy to understand! Thankyou NHS

A complete waste of time.

I submitted a blood sample as per instructions on the home test kit.

Royal Mail tracking information shows that the returned package reached them within 1 day.

I received no response within the expected time given so I sent an email. This was the reply:-

====
We are sorry to hear that you are waiting to hear about the safe delivery of your samples to our lab.

We hope letting you know a little about the delivery and lab processes might help to reassure you.

Your samples are delivered to a lab pick up point by Royal Mail. Incoming samples are collected a number of times each day and stored in fridge conditions by the lab. They are stored until the lab is able to “book in” your samples. This involves assessing each set of samples has been safely received and is ready for testing according to lab standards.

It is at this point, our system will be updated and you will be notified of lab receipt, automatically by text message.

We will send a text message, as soon as your samples are scanned in.
====

It's now been two weeks and I have still heard nothing. Samples need to be tested within 7 days to give valid results.

This organisation is shoddy and should not be allowed to display the NHS logo. I would not trust the results now even if they did respond.

Apparently SH24 funding comes from the public health budget. They are taking money from the NHS but failing to provide a proper service.

Avoid!

Refused to provide evidence that resulta belong to you. When probed with questions, admitted that they do not keep proper lab records. Really worrying levels of competency for an NHS partner.
Customer service staff incredibly rude.

i had my worse nightmare ever! Used the service before and received messages via text message but this time it was different i got a text for them to arrange a call so i had to book a time slot for them to call me back so i had to wait 3 hours for this call its an absolute joke the anxiety i had waiting on this call its a terrible system i should be able to contact them directly! And then for them to tell me my results are weakly reactive for hiv well my god i nearly collapsed got the sweats started shaking etc was thinking the worse things ever possible..although they said these things happen sometimes and they are not positive its still not a nice position to be in.could bearly drive my car i booked in asap to the next available clinic drove there asap just about made it without crashing because my mind was racing..got to the health clinic started googling everything about these sh:24 tests and the only thing that gave me a small piece of mind was these reviews..FALSE POSITIVES ARE A THING! somebody said this and they are correct..for the first time in a long time i got a major wake up call and i started crying in front of the doctor thinking that i have hiv the mind is very powerful..the rapid test came back negative but they still had to send bloods to the lab..its safe to say i wont ever be using sh:24 self test kits ever again! And the results came back negative in the end