the executed the wrong tests and refuse to refund
I purchased a thyroid panel from Nordic Klinik that was explicitly advertised as including free T3 and free T4. However, the laboratory actually performed total T3 and total T4 instead.
When I questioned this, Nordic Klinik initially assured me several times that the free values had been tested. Only after I continued to challenge this did they confirm that I was correct: the wrong analyses had been performed. In their subsequent correspondence, they themselves described what happened as an “identified error” and an “unintentional deviation.”
What disappoints me most is how they chose to resolve their mistake: they didn't.
Nordic Klinik refuses to refund me or arrange the free T3 and free T4 tests I actually purchased. Instead, I was told that if I still want those tests, I can purchase a new test myself.
Their justification is that the tests I received were medically sufficient in their opinion and even cost more to perform. But that completely misses the point. I did not purchase “tests of a certain monetary value”; I purchased a package containing specific laboratory analyses. I was never informed beforehand that different tests would be performed and was never given the choice whether to accept that substitution.
Mistakes can happen. What determines my trust in a company is how they deal with them. Expecting the customer to pay again to receive the tests they originally ordered is, in my view, not an acceptable way to resolve such a mistake.
Unfortunately, this has completely undermined my confidence in Nordic Klinik, and I will use another provider for future testing.
Update after the reply of hälsoprover:
No, I do not ask the money back after the full service is provided. That's the whole point. You didnt deliver the whole service. You delivered a different service. One I did not pay for and had no interest in.
Initially I asked you to redo the examination of ft4/ft3 because I purchased it because it had the free ft4 and ft3. You refused. So ofcourse I asked for an refund for the thyroid package: you did not deliver what I have paid for. I specifically bought this package because I wanted to know free ft4 and ft4, which tell a really different story than the total.
This is like ordering a steak in a restaurant but getting served the fish because the chef thinks that's fine too. It's not. I paid for it and I should get what I have paid for.
In this case you also lied. You stated twice that free ft4 and fT3 were in fact provided. It was only because I kept asking, you said the lab had provided the total. You clearly made a mistake and that is also noticeable in your communication, which I will be happy to send to anyone who's interested.
I also absolutely did not ask for a refund for the complete order. I asked for a refund for the thyroid package, at least the markers you did not deliver.
Mistakes happen. But trust in a company is determined by how the mistakes are handled. And it is such a shame because at first I was really happy with the whole process of ordering, making an appointment and how fast I got the results. But the way you are handling this, makes that I will have to look further for next lab tests.
Antwort von Halsoprover
We are sorry that you are dissatisfied, but your review leaves out a central fact: you received the complete service before requesting your money back. The blood sample was collected, all thyroid analyses were performed, the full laboratory report was delivered, and a medical assessment was provided.
After receiving everything, you requested a full refund because T3 and T4 were analysed in their total rather than free form. We acknowledged and thoroughly investigated this limited deviation. It did not affect the validity or clinical conclusion of the panel. The substituted analyses were not cheaper alternatives; their laboratory cost was actually higher.
Despite having received the completed analyses, results and medical assessment, you are now requesting repayment of the entire package price—not merely compensation for a missing part of the service.
Our terms permit minor adjustments that do not alter the clinical purpose of a test panel. We therefore found no basis for refunding a fully completed service or repeating the entire test free of charge. The matter is now with your payment provider, and we welcome their independent review of the complete documentation.