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Platinum Health Supply has a rating of 3.8 stars from 135 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Platinum Health Supply most frequently mention fast delivery, and customer service. Platinum Health Supply ranks 3rd among Medical Supplies sites.
3,388 reviews
Thank you to the team at Platinum. You have constantly and thoughtfully kept us informed about the inevitable delays being experienced during this bizarre time of exceptionally high demand. Keep the faith everyone - Platinum always deliver as swiftly as they possibly can.
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.
I placed an online order on 3 January 2022 and have not received any notification if it has been sent yet. Sent an email this evening to request a status update on the order & find out if it's being sent via Australia Post…
I ordered on 2/1, paid express postage. As of 24/1 I still have not received my items, which cost (with postage)over $80. If items weren't in stock this should have been stated. I keep getting emails saying that you are really busy and to be patient, but my patience is beginning to wear slightly thin. I have emailed, waiting to get an answer from you. You have made it easy on yourselves by not answering phone calls. I really hope you are a legit company.
Products used:
RAT tests
Not only was there 0 communication despite leaving a voicemail and emailing x2, I was sent the wrong RAT swabs (a cheaper alternative was posted compared to what I purchased with no partial refund offered), and my second order just never arrived.
Would not recommend! Poor customer service overall. I know it's busy, but keep the customer informed.
Hi Emma,
We genuinely are sorry for receiving no communication about your order, the delay in getting your order, and for getting a different item.
We have been having difficulties in getting orders out due to 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.
That being said, some manufacturing companies were not able to comply with the influx of customer demands which is why there were orders we had to send alternative options to be able to fulfill the order. However, we usually send notifications ahead of time before sending them to our customers.
We would do anything we can to resolve your issue for your rating is very much valued by 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 soon.
I ordered rapid tests on the 31st of December and apart from an order confirmation and them taking my money, nothing has happened since. I paid for shipping and they offered express shipping due to delays, I've given it 11 days and not even a shipping notification. Tried asking where my order is and was told to allow ‘5-7 days for delays' which is exactly what I've done.
I think they advertised rapid antigens without having the stock to fulfil the orders. Mismanaged and lacking communication. I guess time will tell if I get my order.
Products used:
I still have not received my product, but it would be rapid antigen tests.
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?
Tip for consumers:
Beware of false advertising!
Products used:
None
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.
Tip for consumers:
Take extra with anything you order as their customer service in my experience is nonexistent.
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 *******
Products used:
Still waiting
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!
Tip for consumers:
Suggest you only use them if you live in Melborne VIC which is where they are located. it is impossible to contact them otherwise, and they take forever to respond to email which is their only way that they choose to interact with clients.
Products used:
Rapid Antigen Test kit
I just wanted to say a big thankyou to your team. I ordered on the 1st January 2022 and received my order on the 19th January 2022. I know it was a little longer than normal postage BUT you kept me up to date with regular emails regarding my order. I hope you all have a break soon when the panic buying of Rat tests settles down. This is my third time ordering from you and again and I will again in the future I'm sure.
Products used:
Rapid Antigen Tests
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.
Really annoyed that you sold far more tests than you had in stock. I finished up waiting and paying a premium price for these tests that are now in the shops for half the price or free to con cardholders and still mine are not here
Hi Kim,
We apologise if you have not received 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. We hope you understand this is a nationwide issue for many businesses like ours that also has affected couriers who have been experiencing staffing difficulties as well which cause a great number of shipment delays of stock and orders during these times.
The aforementioned issues have also caused delays in getting orders out and our response time to enquiries due to the increased demand for such health-related products while we struggling for staff. We already have hired additional staff and are now working on catching up with its high volume and recovering from the dip that is why you may see more recent orders are delivered in a timely manner compared to when we've had staffing issues.
Your rating is very much beneficial 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 and we will ensure your issue will be resolved.
Thank you for your patience.
Took nearly 3 months to arrive and when it did it was all dinged up as it was packed very poorly. Tried to call them waited for 15 minutes on hold and when I got to the front of the queue the recorded message said no one was there to take my call. Will never use this business again.
Hi Kristen,
We apologise for the delay in getting your order and for receiving a damaged item. We also apologise for not getting any answer to your calls.
We honestly have been dealing with difficulties in getting orders out, replenishing stock, and responding to customer enquiries for a couple of reasons. There has been a code red in retail due to staffing issues and a code brown in healthcare due to the sudden increase in the number of COVID cases. These also have caused delays in the shipment of orders and stock. Due to this nationwide spread issue, we have been experiencing problems replenishing supplies as manufacturers were not able to comply with the demands of the consumers as they too are shorthanded.
On the other hand, you may make a return request through this link https://www.platinumhealthsupply.com.au/pages/returns-portal and we'd be glad to refund or replace your order.
Your rating is very much consequential to our business so we will do everything we can to resolve your issue personally. Kindly reach out to us at customercare@platinumhealthsupply.com.au or call us at 03 6407 7001 and we will resolve your issue.
Your patience is much appreciated.
I have placed 3 orders & received only the first & last order. The 2nd order contained RATs among other items & remains unshipped after 5 weeks. Repeated emails to the company go unanswered & there's no point calling because they leave calls queued & unanswered. After 5 weeks, no order & no human communications, it's hard to believe the company hasn't oversold many times over their stock holding of RATs - this is despite their assurances that they haven't.
Tip for consumers:
Avoid Platinum Health until they have rectified their overselling issues
Products used:
Health
Hi Aaron,
We sincerely apologise for the long wait on getting your order, for not receiving all of your orders, and for not receiving responses to your emails.
We honestly have been having problems in getting orders and responding to customer enquiries in a timely manner for several weeks now. And this is due to the influx of orders and customers contacts brought by the code brown in healthcare due to the spike of COVID cases and code red in retail due to staffing issues. This also has caused a great number of delays in the shipment of orders and stock. We hope you understand that this is a nationwide issue and is experienced by many businesses similar to us. We have pleaded to receive help from the government but they too are struggling for staff.
That being said, we have been facing difficulties in terms of supply shortages and stock replenishment due to the unprecedented turn of events. And if we need to cancel orders or send alternatives, we notify customers ahead of time.
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. Your rating is highly substantial to our Australian-owned and operated business and we would do everything we can to meet every customer's satisfaction. We are truly sorry for this unpleasant experience.
Thank you.
Purchased and paid 30/12/21
I have written 9 emails now
Claims to be coming, coming soon, won't be long and now, claims it's sent but the courier claims they don't have it. If you can't supply something don't sell it.
Hi E. C.,
We sincerely apologise for the long wait on getting your order and for not receiving responses to your emails.
We honestly have been having problems in getting orders and responding to customer enquiries in a timely manner for several weeks now. And this is due to the influx of orders and customers contacts brought by the code brown in healthcare due to the spike of COVID cases and code red in retail due to staffing issues. This also has caused a great number of delays in the shipment of orders and stock.
While we already have onboarded more staff to cope with the influx of orders and customer enquiries, we are still working on it and we are truly sorry for the delay in receiving responses to your emails or perhaps for not receiving a response at all.
We would do anything we can to resolve your issue for your rating is very much valued by 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.
Thank you.
I ordered $90 worths of products on the 29th of December and I have not received any updates to my order of any responses to my emails in 3 weeks. I am doubtful that they will arrive at all. The company put out social media posts asking people to be patient due to the 40,00 orders they have received, however they should take responsibility for very amateur business practices in which they have taken orders without capacity to fill them.
Hi Jill,
We are really sorry for not getting any updates about your order and for getting no responses to your emails.
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.
Appear to have really over committed themselves with covid-19 related supplies. To the point that they have taken funds for orders they cannot process or address issues with. Basically they took my funds but never responded when I asked about it - just ghosted me. I can't get the product and my money appears to be swallowed up. Honestly, what is the consumer to do? For all intents and purposes, you feel as though your $ has been snatched, really shouldn't matter if they have over promised, that should never have happened. And if staffing is an issue, thats fine but PHS need to cancel and refund bulk amounts of orders, anything else is really unfair, you can't tie up peoples money like that.
Ordered in stock RAT TESTS 3rd Janurary 2022... is now the 8th of Feburay and still no order... order status has not changed at all... numerous attempts to contact customer service, phone are automated response, emails go unanswered, or are answered with lies... all I would like now is to cancel and refund my order. I doubt orders were ever in stock... If the company was 6 weeks behind, why are the still taking orders? Why are they telling customers 5-7 days? Why are we not told of 6 week wait times? Purchase from this company at your own risk
Tip for consumers:
Dont
Products used:
none, 6 weeks and my order has still not shipped
Hi J. H.,
We sincerely apologise for the delay in receiving your order and not getting any details about its delivery.
Our country has been facing code brown in health care due to the influx of COVID cases and code red in retail due to staffing issues. Also, there have been many logistics companies are experiencing staffing issues as well. These factors have caused an enormous amount of delay in delivering orders.
We are working around the clock and have been hiring more staff to make sure all orders go out in a timely manner. We have pleaded to receive help from our government, however, they too are on the same boat and have been struggling for staff.
We would love to have your issue rectified and resolved so please send us an email at customercare@platinumhealthsupply.com.au and we will ensure you will receive proper resolution as your review matters a lot to our Australian-owned and operated business and we would love to see you continue supporting our business.
Please be more patient with us.
I have placed my order last year 29 Dec but still have not received my order. You said that my order is on the way on 14th Jan 22' but still haven't received. Why are you lying? I want to give rate as 0
Tip for consumers:
Bad service response.
Hi Gloria,
We genuinely are sorry for getting no updates on your order.
There has been an unexpected influx of orders and customer contacts in the last several weeks causing delays in shipment of orders and stock and our response time to our customers as well. This was due to the last spike of COVID cases which has led to a code brown in healthcare. This was also due to staffing issues that led to code red in retail.
While we have hired additional staff, catching up with the high volume of orders and customer contacts is still underway.
We would love to rectify and resolve your issue personally as your rating is extremely important to our Australian-owned and operated business. Please send us an email at customercare@platinumhealthsupply.com.au or call us at 03 6407 7001 and rest assured your issue will be resolved.
Your patience is much appreciated.
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
Ordered RATs over two weeks ago and have not received a single piece of communication from Platinum Health to indicate that the order would take over two weeks to even be dispatched from the company! How is it that you can receive an international order in less time then this company can even send an order! Very disappointed in the lack of communication and that you have to visit their website and find a tiny banner that leads to a link, which mentions a delay due to COVID then blames it on the government!
Hi Fu,
We are sorry to hear about the delay in the delivery of your order.
In the last couple of months, we have been dealing with difficulties sending orders out to our customers for a number of reasons. The country has been on code red in retail due to staffing issues and code brown in healthcare due to the last sudden surge of COVID cases. This is a nationwide spread issue and logistics companies have seen a big drop in the number of their staff causing many delays in shipments of orders and stock.
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'd like to know why you find the quality of the product did not meet your expectations and we would love to rectify and resolve this issue personally for your rating means much to our company's overall reputation. Please reach out to us at customercare@platinumhealthsupply.com.au or call us at 03 6407 7001 and we will ensure your issue will be resolved.
Thank you for your continued patience.
Ordered rapid tests under the impression that they were in stock. Only to get a email 8 days later that they have been shipped. These are useless to me now. Would not recommend
Tip for consumers:
Don’t expect to get them within 10 days
Products used:
Rapid test
I placed an order for click and collect, 8 days later the product is not ready for pick up. I have called and left a message on three different occasions now, to no reply to where my order is.
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.
Rated in the search engine
Because it was available
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.
I ordered on 2 January and my order hasn't even been shipped ( 22 February) I have sent numerous emails and am now being told stock is coming ( it was in stock when I ordered) and my order will be shipped in 5 to 7 business days ( I have been told that at least 3 times)
Products used:
Nothing has been sent
Hi Julie,
We are truly sorry for such unexpected circumstances causing a delay in receiving your order.
Due to the influx of orders and staffing issues, we have been facing difficulties getting orders out to each and every customer. This was due to the last spike of COVID cases nationwide. There also had been code red in retail and code brown in healthcare which has caused staffing issues to many businesses like ours even with trucking companies. Trucking companies have seen a big drop in the number of their staff that caused many delays in shipment of orders and stock.
We already have hired more than 20 additional staff to make sure all orders and customer enquiries are attended to and responded to in a timely manner but until now we are still coping with its high volume.
It is in our best interest to resolve everyone's issue and we really apologise of what the outcome had become. If still, there is any way we can work on your issue please contact us at customercare@platinumhealthsupply.com.au or call us at 03 6407 7001 as your rating is very much important to our company's reputation.
Your kind consideration is much appreciated in these difficult times.
I ordered in stock items. Over one month later after giving me missed delivery dates they say they can't give me any ETA
It's one thing mucking up. It's another over and over not coming clean.
Gain trust and grow your business with customer reviews.
We're a proudly Australian owned and operated business that aims to provide a high level of service within each and every purchase. We aim to take every client and future customer through a journey that explores the widest range of PPE products to meet any type of organisations needs.
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.
Hello Cheryl,
We sincerely apologise for not getting any information about your order and for not receiving a proper response to your calls and 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.