Dear Zaid,

Thank you for your review. I apologise that the sample has been lost on the way back to the laboratory.

We will raise an investigation with Royal Mail in order to find out how this has happened.

I can see that you have been in touch with out customer support team and you have been refunded for this in full.

As this is your first order with us I would like to assure you that this is not a regular occurrence. I have also sent you a gesture of goodwill via your patient account, to hopefully reinstate your faith in our service.

Once again, please accept my sincerest apologies for any inconvenience this may have caused.

If there is anything else we can do to rectify this situation do not hesitate to contact us via your patient account.

Kind regards

Julia
Team Leader