I had to refund pharmacy customers out of my own money
I run an independent pharmacy and was approached by Covid PCR testing firm, Rightangled, to sell its fit-to-fly tests. It is on the government-approved list of providers, so I paid for the tests upfront to sell on. Two customers bought five tests between them and didn’t receive the results on time, causing them to miss their flight. Rightangled refuses to refund them. I have therefore had to reimburse both £600 of my own money to protect my business reputation.
VS, London
Rightangled has earned itself free publicity in this column before by dint of its disappointing service, and refusal to engage with customers it has let down. It has never yet responded to my requests for a comment, but an automated email sent to customers who complain blames an “inundation” of orders. Nevertheless, the website is still selling PCR travel tests at £120 a pop and still reassuring customers that “we know speed is important”, while stating in its terms and conditions that it operates a strict “no refund policy” if results are delayed.
