Altruan Reviews 320

I ordered a product through Altruan that cannot be bought locally. After seeing no movement on the DHL track and trace for over two weeks, I sent an email to their support address. I received no response for over a week. Only after I tried the contact form on their website did I finally get a reply two days later, stating they had "opened an investigation" with DHL.

Given the medical urgency of the product, I was forced to place the exact same order again, meaning I had to pay for shipping twice for an order I haven’t even received yet. Waiting weeks for an investigation is not a solution when healthcare is involved. For an order of less than €30, their refusal to simply send a replacement or communicate properly is honestly awful service. I expected much more from a company selling medical supplies.

I had a few problems with my delivery with DHL over the Christmas holidays, my Altruan package got shipped back to the warehouse. I emailed Altruan about the issue and they sent it to me at a different address free of charge! Very good communication and excellent service, definitely recommend. Many thanks!

For our company Excelent Customer Service and Suport.

If I could give this ZERO stars I would. Without a doubt the WORST CUSTOMER SERVICE I have ever experienced.
Tried to by a PlusLife over 18 MONTHS ago. First order - lost and they claimed I never ordered it (I did). My second order went though SIX MONTHS ago. I had to pay hundreds of pounds in fees and import tax. I’ve STILL NEVER RECEIVED my order and when I’ve tried to complain they’ve refused to refund me and tried to blame the courier service. My contract is with Altruan - you’ve taken my money and failed to deliver my product and failed to refund me. I paid for it in JULY this is now a week before CHRISTMAS and still nothing. This is theft. Completely unacceptable and I’m considering taking legal action

I had an experience similar to others who have reported issues with this company. I placed an order for an item priced at $8, but only after completing the purchase did I discover that the shipping fee was $60. I immediately sent multiple emails within minutes of the order to request cancellation. The product has not been shipped at the time, despite the company’s claim that it was. Based on this experience, I believe this company is operating in an unprofessional, unacceptable manner and would caution against doing business with them.

I got the product super fast. The box is really good quality. I really recommend.

I was very happy to order these masks which apparently are no longer available in the U.S. since Masklab shut down their U.S. website. We've bought these masks before, so we know we like them. It took a little longer to arrive, but it we still had them in a week and a half, and they're exactly what we wanted. Thanks.

When a single purchase is made to Altruan, the immediately sign you up to a recurring contract. This is hidden in their terms and conditions which is not disclosed to you until you read the small print. This is considered as a scam. They keep recurring the orders one after the other immediately. I received 3 deliveries for the same within 10 days when I only authorised the first payment. They do not respond to your emails and will not answer the phone either. You end up fighting them through the credit card company which is inconvenient. You have been warned. Keep away.

I tried to cancel my order within 20 minutes of placing the order. I was told that the order had already shipped and could not be cancelled. The order had NOT shipped! In fact, the order has not even shipped 4 DAYS LATER! So you refused to cancel the order even though the order had clearly NOT been shipped.
I do not appreciate being lied to!

Would give 0 stars but it won't let me. Altruan is incapable of sending the items purchased on the order. I have ordered a cable with 3.5mm jack for the pluslife mini dock over 2 months ago:

SKU: MR-39276
EAN: MR-39276_EAN

Instead they sent me the usbc data cable for the plus life machine

SKU: MR-32081
EAN: 4006381333931

When I realised the issue I requested customer service send the correct item, only I was sent a replacement USB C data cable again. Now I am trapped in a loop where I complain to customer services and they send out the incorrect replacement item and this is repeated over and over again. I have now received 4 USBC data cables and still not received the item I originally ordered (a power cable with 3.5mm jack).

They are incapable of delivering the correct item as ordered. While I am left with no mechanism to purchase the power cable for the very expensive pluslife mini dock.

Our family relies on the PlusLife tests (COVID, flu, RSV, strep) from Altruan to help protect our most vulnerable family members. Thank you for making these products! In a time when other NAAT tests are being pulled from the market, they are a lifeline for families with disabilities and those who simplydo not wish to be sick. The only way to make them better would be to improve accessibility for the global market, particularly for the U.S.

Thankful for a great experience with prompt international shipping. I received exactly what I ordered, well-packaged, in a timely manner.

Very quick and efficient shipping and arrived in excellent condition

A worthless company. Do not order from this company. Order placed, paid and they promised i will receive the order within 3 business days. After waiting for over a week I sent them several messages asking where my order was. Finally received a response in which they indicated that they would send the order. No explanation for the mistake they made, nor an apology.

Faulty device delivered. Returned it to the address supplied. Return waited in collection office, I contacted them & they refused to collect it. I have a long email trail, with appalling excuses, misinformation & lies to avoid accepting a return. I have now escalated to my bank.

Note: The altruan.uk site is just a front for altruan.de, it's easy to be misled.

I ordered an essential medical device before christmas. They messed up the delivery and now 3 weeks late they are telling me their returns department is dealing with the shipping error and I am backlogged with the returns of the xmas shop. I spend hundreds of euros on a critical device I needed for christmas and new years and I still don't have it 3 weeks later.

This company has extrmely poor track record from people in my circle and I was warned not to use them. Avoid, especially if you are outside germany

edit 1 - the company still hasn't processed the shipping error, they keep telling me its a return. They refuse to refund me till the "return" is processed. The item never made it into my hands.

All the products you need and very easy to find on the website. Very speedy process.

Repeat order of Plus Life test supplies, always reliable, good arrive in good condition.

I’m so happy with my Altruan purchase and their customer service. Customer Service was quick, accommodating, and cheerful in their response when I needed to change my order. Shipped quickly and merchandise was as described. Would definitely purchase again.

Many thanks for getting me a link to buy the replacement blue test stand. Not sure what happened to the one i had but was so glad that the team responded to me as quickly as they did.
More tests, swabs and the replacement blue stand coming my way!