Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the 'Total Box 14 Panel At Home STD Test Kit' (Order #******) on 06/09/2025 using my HSA card, relying on myLAB Box's prominent advertising that 'FSA/HSA cards accepted.' This was the sole reason for my *********** benefits administrator, TAG ***************** denied the transaction, stating the provided invoice lacked necessary IRS-compliant details (provider name, date of service, description, patient name, amount). Despite my immediate requests (starting 06/11/2025), myLAB Box has failed to provide a compliant invoice. They sent an 'itemized bill' on 06/11, which TAG *********** a direct result of this unresolved issue, TAG has suspended my HSA debit card. This causes severe personal hardship, as I am now unable to pay for essential prescriptions and other critical medical expenses. I cannot afford a $319.20 kit not covered by my HSA/FSA.I formally requested a full refund for the unopened, unused kit (06/30/2025). MyLAB Box initially offered only a partial refund ($29 deduction) citing a 'no returns' policy. I rejected this, emphasizing their misleading advertising. On 06/30/2025, myLAB Box stated they escalated my full refund request to management but I've received no further communication.MyLAB Box's failure to provide substantiation as advertised, and their refusal of a full refund for an unused kit that caused my benefits card suspension, is unacceptable. I seek a full refund of $319.20 to my original payment method so my HSA card can be reactivated. This is an urgent matter impacting my access to healthcare.

  Business Response

  Date: 07/03/2025

  Hello *****,
  
  Thank you for reaching out and expressing your concern.
  
  I can confirm that we do accept *** cards, as reflected by the successful purchase you were able to make. We truly appreciate you choosing our service.
  
  To keep our customers well-informed, we include a note on our website that mentions, There is no guarantee that your *** or HSA card will be accepted, as these cards may have varying rules and regulations. This helps ensure transparency, as acceptance can sometimes depend on the specific provider or card policy.
  
  Upon thorough investigation, we have provided the necessary documents for customers who requests a receipt to be submitted to *** or HSA which normally includes your order number, the product name, your name and shipping address, the name of the provider and the *** code for the kit that was purchased.
  
  As outlined in our company policy, if a refund is necessary, we would deduct $29 for the handling fee which is a fair price given that all of the information needed pertaining to the *** is available through our website.
  
  If you have any further questions, please feel free to reach out to ********************************************************************
  
  Thank you!
  
  Your health advocate,
  Hannah

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23548940
  
  I am rejecting this response because: their statement contains inaccuracies and fails to address the core issue.

  Firstly, myLAB Box characterizes my transaction as a "successful purchase." This is inaccurate. A purchase that leads to the immediate suspension of my HSA debit card by my benefits administrator (TAG ***************** due to myLAB Box's inability to provide IRS-compliant documentation is, by definition, not a successful HSA-eligible purchase.

  Secondly, myLAB Box refers to a disclaimer on their website stating, "There is no guarantee that your *** or HSA card will be accepted..." While such a general disclaimer may exist elsewhere on their site, the product page for the 'Total Box 14 Panel At Home STD Test Kit' (Order #******) that I purchased prominently stated, "***/HSA cards accepted." There was no immediate asterisk, link, or clear notation on that specific product page to direct me to any such disclaimer at the point of purchase. Characterizing this as "transparency" is misleading, as the primary information I relied upon was the direct acceptance claim on the product page itself.

  Thirdly, myLAB Box claims they "have provided the necessary documents for customers who requests a receipt..." This is directly contradicted by my benefits administrator, TAG ***************** I submitted the 'itemized bill' myLAB Box provided on June 11, 2025. TAG explicitly denied it, stating, "under IRS guidelines, we are unable to make payment or substantiate claims from a credit card receipt. Please submit a detailed invoice showing date of service, service provided and charge amount." If myLAB Box possesses a CPT code or other 'necessary information' as ****** implies, it was not provided in an IRS-compliant format on the initial documentation, nor has it been provided despite my repeated requests. This ongoing failure to provide proper substantiation is the root cause of my HSA card suspension.

  Finally, their insistence on a $29 handling fee, claiming "all of the information needed pertaining to the *** is available through our website," is unacceptable. The crucial information was not made available to my benefits provider in an acceptable format, directly leading to the ineligibility and the severe personal hardship of my suspended HSA card. Their policy of deducting this fee, given that their own misleading advertisement and inadequate documentation caused this entire issue, is unfair.

  My HSA card remains suspended, preventing me from accessing essential medical care. I reiterate my demand for a full refund of $319.20 for the unused kit. This is the only resolution that will allow my HSA card to be reactivated and resolve the severe financial and medical distress myLAB Box's practices have caused.

  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/10/2025

  Hello *****,

  Nice to hear from you.

  I have instructed the representative you spoke with to process the remaining $29 refund so that you receive the full amount as requested.
  We sincerely apologize for any inconvenience this may have caused and hope this resolution reflects our commitment to addressing your concerns promptly and thoroughly.
  If you have any further questions or need additional assistance, please dont hesitate to reach out.

  Your health advocate,

  Hannah

  Customer Answer

  Date: 07/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a at home std testing kit May28,2025. I reached out because on the website it states that my order is till processing but $178.10was taken from my card that same day May 28th 2025 . Their is no 1800 number only email . They stated the order on their end shows it was delivered. I asked for a refund as of June ******* . Order online continues to say pending . The information they send states it awaiting pick up so how was it ever delivered and their refusing to refund me

  Business Response

  Date: 06/24/2025

  Hello Jermeshia,
  
  I'm sorry to hear that you haven't received your order yet.
  
  After thoroughly reviewing the situation, I can confirm that your order was shipped, and tracking details were emailed to you. According to the tracking information, the delay appears to be on the courier’s end.
  
  In line with our company policy, we’ve offered a replacement test for orders lost in transit. These terms are outlined and agreed upon during the checkout process.
  
  If you need any further assistance or would like to follow up, please don’t hesitate to contact us at [email protected]. We're here to help and want to ensure this is resolved to your satisfaction.
  
  Thank you, and I look forward to your response.
  
  Your health advocate,
  Hannah

• Initial Complaint

  Date:01/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Date of order: 12/24/24 - 9pm EST 2. Ordered an at-home ***************** kit 3. As of today, 1/8/25, I still haven't received shipping notification/tracking information. 4. I originally started communication with their customer service on 12/24/24 requesting the new customer 10% off (forgot to apply at check-out) - they responded and said they would apply the discount. 5. I emailed customer service again on 1/4/25 asking about the status of my order. They never responded so I emailed again on 1/7/25 asking for an update. They responded on 1/7/25 and said my order has shipped.6. On 1/7/25 I started to feel weird about this transaction and researched the company, finding several horrible reviews and BBB complaints. I emailed them again on 1/7/25 asking them to cancel my order and issue a full refund. 7. They emailed me on 1/8/25 saying that because my order shipped, they would have to deduct $29 from the refund. I responded saying that I have zero evidence of the order shipping. 8. There website says that 3-5 day shipping ships the next day. They claim in their emails with me that the holiday's caused delays. Regardless of the holidays, it's been 15 days since I placed my order and I have zero evidence of shipping.

  Business Response

  Date: 01/08/2025

  Dear ****,
  
  Thank you for reaching out to us and raising your concern.
  
  We sincerely apologize for the miscommunication and we truly understand the importance of providing an update regarding your order.
  
  I can confirm that your order number has been endorsed to our billing department for refund and will be processed once cleared.
  
  If you have any further questions or concerns, please feel free to reach out.
  
  Your health advocate,
  Hannah

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22783487
  
  I am rejecting this response because:

  I still haven't received a credit - if they issued a refund like they said they would - I would have seen it on my credit card by now.

  Sincerely,
  
  **** *********

  Business Response

  Date: 01/21/2025

  Dear ****,

  I hope this email finds you well.

  As per our billing department, your refund has already been processed.

  Please allow 5-10 business days for the amount to reflect on your bank statement.

  Thank you for your continued patience.

  Your health advocate,

  Hannah

• Initial Complaint

  Date:01/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was made on October 29th 2024. I ordered the V-box and the Mycoplasma genitalium. I did not get my results within 1-5 days as written on their website. I even emailed them for a refund. I was told i could not get a refund. Yet i see others have while writing this. The Mycoplasma genitalium resulted December 16th 2024 and the v-box resulted greater then 2 weeks. SCAM, ***, and did i mention SCAM.

  Business Response

  Date: 01/08/2025

  Dear ******,
  
  I hope you're doing well.
  
  Thank you for reaching out with your concern. We truly appreciate your continued support of our products.
  
  We sincerely apologize for the delay in providing your results; this is not the level of service we strive to offer. I can confirm that both of your results have been posted.
  
  If you are unable to view them in your account, please dont hesitate to let us know.
  
  We greatly appreciate your understanding and patience.
  
  Your health advocate,
  Hannah

• Initial Complaint

  Date:01/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a MyLab Box kit in October 2024 and followed all their instructions. A week after sending in my sample, I was informed that the company had lost my information card. A week later, they told me my blood sample didnt have enough blood. They offered to send a replacement kit free of ********* November 2024, I hired a registered nurse to ensure the blood sample was sufficient and sent it in. By December 2024, I was informed they could not provide results for my second kit either and offered yet another replacement kit. Its now January 2025. Ive spent hours of my time, the initial cost of the kit, and still have no results.I requested a refund, which they refused, and I have nothing to show for my efforts. Some people may have success with this company, so I dont believe theyre a complete scam. However, based on my experience, I cannot recommend them. Even if they were to eventually provide results, I would not trust their accuracy given how poorly the company is run.

  Business Response

  Date: 01/06/2025

  Dear *****,
  
  Thank you for sharing your concern with us.
  
  I truly apologize for the frustration and inconvenience caused by the delay in receiving your test results. I understand how disappointing and worrisome this situation must be, especially after you followed the process and have had to wait so long.
  
  Please contact our customer service team at ****************************************** so that we can resolve this matter as swiftly as possible.
  
  Thank you for your patience, and once again, I deeply regret the trouble this has caused.
  
  Your health advocate,
  Hannah

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 test kits on Nov 23. I initially was unable to register them on the website. I contacted company via email and they said they registered the kits for me and to send them all in together with the shipping label they provided. Per the tracking label, my package was received by their lab on December 9th. It is now December 31 and I still dont have any results. I have reached out via email to costumer service multiple times. In the beginning they said my order is processing. Then they said they would reach out to the lab for and update. Now Im not receiving any email response. When I call customer service no one answers and when I leave voicemail, I never receive call back.

  Business Response

  Date: 01/02/2025

  Dear *****,
  
  Thank you for sharing your concerns with us.
  
  We fully recognize the importance of clear and consistent communication, and we apologize if we fell short of your expectations.
  
  I can confirm that your order number has been forwarded to our billing department. I will ensure ******** contacts you once the refund is processed.
  
  We appreciate your continued patience and understanding as we resolve this matter.
  
  Your health advocate,
  Hannah
  

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22750974
  
  I am rejecting this response at this time. Until I receive my full refund back I do not want my complaint closed with BBB. The lack of communication with my lab box customer service does not give me the reassurance or trust that I will be refunded in a timely manner or refunded at all. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/06/2025

  Dear *****,

  I hope this email finds you well.

  We have processed your refund today, January 6.

  Please allow 5-10 business days for the amount to reflect on your account.

  Please feel free to reach out to us for any further questions or concerns.

  Thank you, and have a great day!
  
  Your health advocate,
  Hannah

• Initial Complaint

  Date:12/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Do not buy. I requested a refund within 2 hours as described on the website. They never responded. They leave threatening responses that more replies will just push your email down in the cue, which is untrue. I decided not to buy after reading so many awful reviews and sure enough, the bad customer service is definitely true! If this is how they handle just a simple question, think how they run the lab!

  Business Response

  Date: 12/29/2024

  Dear *****,
  
  Thank you for your feedback and we truly understand how communication is important.
  
  I can confirm that a refund has already been processed to your original payment method.
  
  I will also ask *** to reach out to you again to confirm the refund.
  
  If you need any further assistance, please do not hesitate to contact ********************************************************************
  
  Thank you!
  
  Your health advocate,
  Hannah

  Customer Answer

  Date: 12/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spent $426 for their service. Its been 16 days since the samples were sentreached out to customer service, no response from them in 48 hours (they claim 24 hour response). Feeling like a sucker thats been had by a scam. ****** before you purchase, not sure there is anything legit about this company other than the prompt removal of funds from your account. Next will be hearing from customer service on this review site providing lip service about their failures.

  Business Response

  Date: 12/29/2024

  Hi *******,
  
  Thank you for getting in touch, and we apologize for the delay in receiving your test results.
  
  We fully understand your frustration, especially considering the time that has passed since you submitted your test.
  
  We deeply regret any inconvenience this may have caused and apologize for the lack of communication regarding your results
  .
  To help resolve this matter, please reach out to us at ******************************************* We'll make sure to address your concern to your satisfaction.
  
  Thank you for your continued patience.
  
  Your health advocate,
  Hannah

• Initial Complaint

  Date:12/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I completed the MyLabBox for my bloodwork. Everything was a lie so far. Said it would take 5-10 days. Has been a few weeks now. Emailed them, and they said they would email in a 24hour period. That was a couple days ago. Want a refund if I dont get my results back ASAP as promised by their product website. This is ridiculous.

  Business Response

  Date: 12/25/2024

  Dear ****,
  
  Thank you for bringing this matter to our attention.
  
  We truly appreciate you taking the time to reach out to ***
  
  I fully understand how important this test is for you, and I sincerely apologize for any inconvenience or frustration this situation may have caused.
  
  Your concerns are a top priority, and we are dedicated to resolving this issue as swiftly as possible.
  
  To ensure your concerns are addressed promptly and efficiently, please contact our customer service team at ********************************************************************.
  
  Thank you once again for your understanding. If you need any further assistance, don't hesitate to reach out.
  
  Your health advocate,
  Hannah

  Customer Answer

  Date: 12/25/2024

   
  Complaint: 22716254
  
  I am rejecting this response because:
  

  No one responds to emails or phone calls and I was told Id have results weeks ago. The only way to make this right is to get the results back to me next week (Dec 30). I dont care if you have to push my results to the front of the line. This is unacceptable, and your company shouldnt lie about turn around times.

  Sincerely,
  
  *** ******

  Business Response

  Date: 01/06/2025

  Hello ****,

  I know how important this test is and I would like to personally apologize for the delay.
  
  The lab responsible for testing your samples are currently experiencing a technical difficulties and this is not the service we aim to provide.
  Your results will be available soon, and I kindly ask for your continued patience as we work as quickly as possible to make them accessible on your account.
  
  I am really sorry for the long wait and any inconvenience this may have caused.
  
  To compensate for the delay, I'd like to offer you a free replacement test while waiting for your results. If you are interested in this option, kindly let us know.
  
  Thank you and have a great day ahead!

  Your health advocate,

  Hannah

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22716254
  
  I am rejecting this response because:

  You lied when you said youd call me directly, ******* You and your company are untruthful and I want my results and a full refund. That is the only way to make this right. I want my money back and the results. Thats it.

  
  *** ******

  Business Response

  Date: 01/30/2025

  Hello ****,
  
  I apologize for any confusion.
  
  Currently, email is our sole method of communication.
  
  Your results have been available; however, due to an ongoing dispute, we are unable to release your results or process a refund.
  
  Thank you for your understanding, and I wish you a pleasant day ahead.
  
  Your health advocate,
  Hannah

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22716254
  
  I am rejecting this response because:

  They want me to drop this complaint, but ****** has not told me if Id get a refund. If she tells me Im getting a refund, Ill drop this complaint. I need it in writing that Im getting a refund before I drop the complaint. 

  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:12/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned my test kit on November 30 and couldnt register the kit number on their website. I contacted customer service and they sent me another form to fill out and the kit was registered by them on December 3. On December 8th I reached out to find out if they had received the test kit as I forgot to write down the tracking number. December 10th I got a reply that they would look into it. December 12 I emailed again and no response. I found a phone number and left a message on December 13 as there was no live customer support. At this point I would like a refund as my test results could not be valid, nor do I want a replacement as I do not trust this company now. I have not received a reply to this request.

  Business Response

  Date: 12/18/2024

  Dear *******,
  
  Thank you for bringing this to my attention.
  
  I sincerely apologize for the inconvenience you have experienced. Rest assured your feedback is important to us.
  
  I will ask *** to reach out to you to provide an update regarding your request to ensure that this is resolved promptly.
  
  Thank you for your understanding in this matter.
  
  Your health advocate,
  Hannah

  Customer Answer

  Date: 12/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****