It was easy to purchase online, and I have the option to pickup onsite to overcome any shipping delays.
I was disappointed to arrive for collection and be told my product was no longer available and they had substituted it, but I was happy they had replaced it with an equal sensitivity product.
I appreciate the service provided and how extremely difficult the circumstances have been for everyone involved. I have to admit I was concerned with the timeframes however given the situation everyone is in, the turnaround was pretty impressive.
I appreciate the service provided and how extremely difficult the circumstances are however I've emailed twice and not yet been able to obtain an ETA for the tests I ordered on 03/01/22. I've received the email communications that apologise for the 5-7 day delays however it's now been 9 business days since I placed my order and I have no indication on when I can expect to receive the tests. A few of the emails have ask me to advise if I want to cancel my order which I certainly don't, we really need the tests!
Thankyou to the Platinum Health Supply team for their commitment to providing supplies & support Australia-wide. 40,000 orders in 72hrs during peak pandemic case numbers is an extraordinary thing to handle & your community of customers are so grateful. THANKYOU for your hard work & wonderful communication, it is extremely impressive.
More that 2 weeks since we ordered our masks and we are still waiting for them to arrive I emailed you 2 days ago asking for a delivery update and have had no response yet. Please
Delivery arrived within seven days of ordering - fantastic considering the order was over a long weekend and where there is an obvious shortage of delivery carriers. Thank you.
Quick and easy to place the order.
Would have liked more detail with the shipping. There was an estimated delivery date but this was passed and so I then didn't know when to expect it.
Really easy to access the products, straight forward checkout and the best thing is they offer paypal.
Great online shopping. Although there was a delay in receiving my order this was no fault of the Supplier, rather a huge volume of orders. Goods duly arrived which is the main thing.
All good so long as parcel arrives in good time!
So far everything has gone smoothly thank you. It's nice to know that my goods are on the way. Thank you.
Thanks for the personal email update & General email update RE delays. I appreciate it's tough at the moment but the honesty is much appreciated. Plus good to have my RATs! Thanks
You keep sending me emails to say you hope to ship within 3-7 days and would I like to order more stuff. I would like to know when you might be able to ship, realistically. Even if it is longer than 3-7 days
Fantastic, on time delivery. Items are provided with all the major safety measures and precautions. All medical products are high quality and genuine. Impress with the customer service team.
Presumably easy to use - we have not used these yet. They are a different brand to what I rderesd, but I assume will be OK
Hi Kathy,
Your feedback is much appreciated and we truly apologise for you have received a different stock.
We usually inform our consumers ahead of time if there is a need to send you an alternative item as to what was ordered. If there indeed is a miss on our end, we would be happy to fix the issue for you by arranging a return pick up for the incorrect item and resending you the correct one.
Please reach out to us at customercare@platinumhealthsupply.com.au or call us at 03 6407 7001 and we will make sure your issue is resolved.
They will happily process an order (and take money) with no ability to actually provide the product. Phones do not answer, emails and DM's rarely responded to. They cannot tell you whether the order has shipped or when it will ship, just a constant 'we are doing our best', 'we are overwhelmed', possibly 5 business days (which you will hear multiple times - standard response). The reality is, they created a situation where they could take maximum orders (and money), with no consideration that they did not have the processes in place to facilitate the delivery of those orders. And if you want a refund - that will be 10 business days. Check their social media, they have multiple disgruntled customers.
Hi Kylie,
We sincerely apologise for not getting any information about your order and for not receiving a proper response to your emails and calls.
A couple of factors have been affecting our response time to customer contacts and getting orders out to our customers. We have been facing an unexpected influx of orders and customer enquiries in the last couple of months due to the recent spike of COVID cases and staffing issues due to the code brown in healthcare and code red in retail.
Trucking companies have reported a big drop in the number of their staff during these times causing numerous delays in shipments on orders and stock that also has caused us supply shortages.
We would love to rectify and resolve your issue personally as your rating really matters to our Australian-owned and operated business. Please contact us at customercare@platinumhealthsupply.com.au or call us at 03 6407 7001 and we will resolve it accordingly.
I have made an online purchase of Rapid Antigen tests on the 02/01/22 when they were still available. The money was taken but until today I haven't received a confirmation order or even an update on estimate arrival. Pretty disappointed due to the lack of communication.
Hi Janet,
We are really sorry for not getting any updates about your order.
Companies like us have been facing code red in retail and code brown in healthcare due to staffing issues and the last increased number of COVID cases. This is a nationwide dilemma and has caused a delay in shipments of orders and stock. Even trucking companies are struggling for staff. This also has caused an influx of orders and customer contacts since the number of people who are in need of medical products had also drastically increased.
Although we have hired more than 20 additional staff, we are still catching up on the high volume of orders and customer contacts and we really apologise if you have not received any communication about your order.
It is in our best interest to resolve every of our customer's issues if there are any because your rating is highly substantial to our Australian-owned and operated business's reputation. We will ensure your issue is rectified and resolved so please continue reaching to us at customercare@platinumhealthsupply.com.au or call us at 03 6407 7001.
Stay safe and thanks for your patience.
The goods I ordered were not delivered - instead I received something I didn't request. I have had no communication from the company to explain why I was given a substitute. This is very poor business. As well, I can't contact the company by phone as they have a message saying they're not answering their phones - again, poor business and it makes you wonder whether they don't want to get complaints. I did send an email yesterday requesting a full refund but, of course, no reply to that either. On top of that, one of the products I ordered (but didn't receive) is still showing as available on their website. I find it hard to believe the good reviews about this company as my experience has been completely negative and I still don't have the products I actually ordered on 30 December! What can I do?
One of the worst customer service experience even taking out the fact that each RAT test was $15. I accidentally made a purchase to be delivered and emailed asking for a refund less than ten minutes after making the purchase as I made another click and collect order. I heard nothing for the first five days after my request at which point I followed up and heard nothing. The order arrived more than two weeks after the initial purchase. Once the order had been assigned a tracking number and they were "unable to process a refund" response times to emails went from more than two weeks to less than two hours.
Hello Sam,
We sincerely apologise for not getting any information about your order and for not receiving a proper response to your emails.
It has been tough for businesses like ours to get orders out due to the code brown in healthcare and code red in retail. These were caused by the latest COVID cases spike that also lead to staffing issues. This has affected the whole country which includes shipping companies resulting in big delays in the shipment of orders and stock.
While we have recently hired additional staff to get orders processed and posted as well as answer customer enquiries, we are still coping with its high volume. So we ask for your kind understanding in this challenging time.
Your rating is utmost valuable to our business's reputation which is why we ask for you to give us an opportunity to resolve your issue personally. Kindly email us at customercare@platinumhealthsupply.com.au or call us at 03 6407 7001 and rest assured we will resolve your issue in the best way we can.
Thank you so much.
I placed order on 30/12 and 3 weeks later still have not received my goods. I have emailed numerous time as what date orders are currently being sent and I do not get an answer to my question. All I get is a statement about delay in orders and shipping times. I now read people ordered after me have got their items. Do items not get sent in order that they were purchased. Currently would not recommend this company.
Hi Balinda,
We are truly sorry there was a long delay to receive your order.
Depending on the time when you placed your order, there were orders wherein we have had issues in getting them delivered to our customers for a couple of reasons. There has been a code brown in healthcare due to the last surge of COVID cases that also has resulted in a code red in retail due to staffing issues. Many companies have been struggling for staff ever since this occurrence. Even logistics and product manufacturers have been shorthandedly dealing with the influx of customers demands causing a lot of delays in making products and shipping orders and stock. This also has led to supply shortages as manufacturers were having difficulties complying with the influx of customer demands.
Your rating is very much substantial to our business which is why we would do everything to resolve your issue personally. Please send us an email at customercare@platinumhealthsupply.com.au or call us at 03 6407 7001 and we will ensure your issue is resolved.
Have received a couple of return emails stating u are priority I also paid express shipping states that saliva were taken from govt I didn't order saliva received a refund for some creams I ordered that's it
Not good enough! Order *******
Hi Gaye,
We are truly sorry there was a long delay to receive your order and for not sending what you originally ordered for.
Depending on the time when you placed your order, there were orders wherein we have had issues in getting them delivered to our customers for a couple of reasons. There has been a code brown in healthcare due to the last surge of COVID cases that also has resulted in a code red in retail due to staffing issues. Many companies have been struggling for staff ever since this occurrence. Even logistics and product manufacturers have been shorthandedly dealing with the influx of customers demands causing a lot of delays in making products and shipping orders and stock. This also has led to supply shortages as manufacturers were having difficulties complying with the influx of customer demands.
Even though we may send you substitute products of the same category, we usually send emails to our customers to inform them ahead of time and if they do not agree, they may request to cancel the order and get a refund.
Your rating is very much valuable to our business which is why we would do everything to resolve your issue personally. Please send us an email at customercare@platinumhealthsupply.com.au or call us at 03 6407 7001 and we will ensure your issue is resolved.
I ordered 20x Rapid Antigen Test kits (expensive), but only received masks in the delivery. Was unable to contact the company at all except by email. There are 3 tickets raised. Finally after 10 days someone replied to say they have no stock do I want to cancel? I said yes of course. That was 5 days ago. 2 days ago they closed my ticket and then I get informed that it is on its way, but I've already purchased other stock. I want my refund! I was asked whether I wish to cancel, then ignored!
Despite a number of emails and unswered phone calls I am yet to received the second box of RAT tests I ordered and paid for in December.
I've sent photos and there is not even a record of the order in my account. Feeling disappointed and ripped off. Order #*******
Hi Lianne,
We truly are sorry for the delay in getting your order, for not getting everything you ordered, and for not receiving answers to your calls and emails.
We have been facing challenges because of the code red in retail due to staffing issues and code brown in healthcare due to the increased number of COVID cases which has led to many delays in shipment of orders and stock. Many businesses similar to ours have been facing the same issue in the last couple of months struggling for staff including couriers and manufacturing companies.
Orders have had an influx while we are shorthanded during these difficult times and we have had fallen behind the high volume of orders. While we already have hired more staff to cope with it, it is still underway.
We would do anything we can to resolve your issue for your rating is of utmost substantial to our Australian-owned and operated business so please reach out to us at customercare@platinumhealthsupply.com.au or call us at 03 6407 7001 and we will make sure your issue is resolved.
Hope to hear from you.
Overview
Platinum Health Supply has a rating of 3 stars from 136 reviews, indicating that most customers are generally dissatisfied with their purchases. Platinum Health Supply ranks 3rd among Medical Supplies sites.
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Platinum Health Supply is more than just your one stop shop for all things PPE, but a trusted adviser that knows how to keep your organisation health & safety compliant.
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Hi Colleen,
Thanks for your honest feedback. It is well-noted for our future website improvements.
We hope to do more business with you and kindly let us know if there is anything more we can improve on at customercare@platinumhealthsupply.com.au.