Lancet
Verified Business
AI Review Summary
Based on recent customer reviews, Lancet faces severe and systemic issues across nearly every dimension of its customer experience. The overwhelming majority of feedback describes billing errors, payment misallocations, aggressive debt collection practices, and an accounts department that is widely regarded as dysfunctional. While a small number of frontline laboratory staff and one named resolutions manager receive genuine praise, these bright spots are vastly overshadowed by administrative failures that cause significant financial and emotional distress to patients.
Top Strengths:
- •Customer Service & Staff Quality: A handful of reviews praise named individuals, particularly Melanie Bitang in resolutions and frontline phlebotomy staff like Nqaba. Patients describe these individuals as empathetic, efficient, and genuinely caring when they intervene.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
2.9Trustindex Rating
#1Ranked In Pharmacy
43 hours 13 minutesAverage Time To Reply
-38 NPSRecommended: Unlikely
Replied to 94% of negative reviews
Typically takes less than 39 hours 55 min to reply
TrustIndex
2.9
Score
Ranking
#1
in Pharmacy
Avg Reply
43 hours 13 minutes
NPS Score
-38
Recommended: Unlikely
Replied to 94% of negative reviews
Typically takes less than 39 hours 55 min to reply
Review Distribution
1.4|204 Reviews
May '25 - Apr '26
5(7.4%)
4(1.6%)
3(1.1%)
2(3.7%)
1(86.2%)
5(7.4%)
4(1.6%)
3(1.1%)
2(3.7%)
1(86.2%)
Recent reviews (204)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceAS
Anele S
1 reviews | Active since Jan 2020
19 Mar 2026, 08:09
Lancet is useless
I receive up to 8 smses a day for my departed father in law who has passed away. Emails remain unanswere I call the call centre Dominique say OH THATS THE WRONG EMAIL REALLYYYYY!!!!! i received a response from Bianca and she sait it was referred to the late estates NOTHING IS HAPPENING I AM BEING HARASSED FOR A DEAD OERSONS ACCOUNT WHICH INCIDENTLY WE OAID IN CAS AS HE HAD NO MEDICAL AID SO HOW CAN HE HAVE AN OUTSTANDING ACCOUNT USELESS !!!!!!!!
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Anele S
1 reviews | Active since Jan 2020
19 Mar 2026, 08:09
Lancet is useless
I receive up to 8 smses a day for my departed father in law who has passed away. Emails remain unanswere I call the call centre Dominique say OH THATS THE WRONG EMAIL REALLYYYYY!!!!! i received a response from Bianca and she sait it was referred to the late estates NOTHING IS HAPPENING I AM BEING HARASSED FOR A DEAD OERSONS ACCOUNT WHICH INCIDENTLY WE OAID IN CAS AS HE HAD NO MEDICAL AID SO HOW CAN HE HAVE AN OUTSTANDING ACCOUNT USELESS !!!!!!!!
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Pierre W
1 reviews | Active since Jan 2020
18 Mar 2026, 06:48
Lancet Laboratories ridiculously poor account management
I am extremely disappointed with the level of service received from Lancet Laboratories, particularly their accounts department. I have been receiving repeated messages claiming that my account is in arrears and that I will be handed over to attorneys if immediate payment is not made. This approach is highly unprofessional and, frankly, resembles a ****. In 2026, it is unreasonable to expect anyone to make a payment on demand without first receiving a detailed statement of account. This situation follows multiple attempts on my side to resolve the matter. I have contacted Lancet via phone and email (callcentre@lancet.co.za ) requesting clarity on the account in question, yet no proper feedback or statement was provided. To make matters worse, my wife was contacted and pressured to make immediate payment. When she reasonably requested a statement, she was told that no information could be shared with her as she is not the primary account holder. She provided my details for follow-up, yet no one contacted me or sent any documentation. Despite this lack of communication, I have now been threatened with negative credit implications and handed over to Ismail Dahya Attorneys. They, too, have failed to provide any meaningful detail—only sending repetitive messages demanding urgent payment, without substantiating the claim. When I eventually managed to speak to someone in Lancet’s accounts department, I was informed that there is an outstanding balance—yet I also have a credit on my account equal to that same amount. This raises serious concerns about internal processes. Surely, before escalating matters to legal action, basic checks should be performed to ensure payments have been correctly allocated. This entire experience reflects a breakdown in communication, poor account management, and a disregard for customers. I am deeply dissatisfied and would not recommend Lancet’s services. If given a choice, I would avoid using them altogether.
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Pierre W
1 reviews | Active since Jan 2020
18 Mar 2026, 06:48
Lancet Laboratories ridiculously poor account management
I am extremely disappointed with the level of service received from Lancet Laboratories, particularly their accounts department. I have been receiving repeated messages claiming that my account is in arrears and that I will be handed over to attorneys if immediate payment is not made. This approach is highly unprofessional and, frankly, resembles a ****. In 2026, it is unreasonable to expect anyone to make a payment on demand without first receiving a detailed statement of account. This situation follows multiple attempts on my side to resolve the matter. I have contacted Lancet via phone and email (callcentre@lancet.co.za ) requesting clarity on the account in question, yet no proper feedback or statement was provided. To make matters worse, my wife was contacted and pressured to make immediate payment. When she reasonably requested a statement, she was told that no information could be shared with her as she is not the primary account holder. She provided my details for follow-up, yet no one contacted me or sent any documentation. Despite this lack of communication, I have now been threatened with negative credit implications and handed over to Ismail Dahya Attorneys. They, too, have failed to provide any meaningful detail—only sending repetitive messages demanding urgent payment, without substantiating the claim. When I eventually managed to speak to someone in Lancet’s accounts department, I was informed that there is an outstanding balance—yet I also have a credit on my account equal to that same amount. This raises serious concerns about internal processes. Surely, before escalating matters to legal action, basic checks should be performed to ensure payments have been correctly allocated. This entire experience reflects a breakdown in communication, poor account management, and a disregard for customers. I am deeply dissatisfied and would not recommend Lancet’s services. If given a choice, I would avoid using them altogether.
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Replies (0)TK
Thuto K
1 reviews | Active since Jan 2020
14 Mar 2026, 19:09
NEGLIGENCE
Dear Management, I am writing to formally lodge a complaint regarding the service I received at the Suikerbos Heidelberg Lancet branch. As a new parent, it is extremely distressing to have to raise such a serious concern. I strongly believe that there was negligence in the handling and reporting of my baby's test results. The results provided by your Suikerbos Heidelberg branch were incorrect and misleading, which unfortunately led to inappropriate treatment being given to my child. Due to ongoing concerns about my baby's condition, I decided to seek a second opinion at Life Cosmos Hospital in Emalahleni. After further testing was conducted there, it was confirmed that the initial results from Heidelberg Lancet (Suikerbos) were inaccurate. This delay and misinformation resulted in my baby's illness worsening before the correct diagnosis and treatment could be provided. As a parent, this situation has caused significant emotional stress and concern for my child's health and wellbeing. I trust medical laboratories to provide accurate and reliable results, especially when it concerns the health of a vulnerable infant. I therefore request that this matter be investigated urgently. I would appreciate a formal explanation regarding how such incorrect and misleading results were issued, as well as what steps will be taken to prevent similar incidents from occurring in the future. I look forward to your prompt response. Yours sincerely,
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Thuto K
1 reviews | Active since Jan 2020
14 Mar 2026, 19:09
NEGLIGENCE
Dear Management, I am writing to formally lodge a complaint regarding the service I received at the Suikerbos Heidelberg Lancet branch. As a new parent, it is extremely distressing to have to raise such a serious concern. I strongly believe that there was negligence in the handling and reporting of my baby's test results. The results provided by your Suikerbos Heidelberg branch were incorrect and misleading, which unfortunately led to inappropriate treatment being given to my child. Due to ongoing concerns about my baby's condition, I decided to seek a second opinion at Life Cosmos Hospital in Emalahleni. After further testing was conducted there, it was confirmed that the initial results from Heidelberg Lancet (Suikerbos) were inaccurate. This delay and misinformation resulted in my baby's illness worsening before the correct diagnosis and treatment could be provided. As a parent, this situation has caused significant emotional stress and concern for my child's health and wellbeing. I trust medical laboratories to provide accurate and reliable results, especially when it concerns the health of a vulnerable infant. I therefore request that this matter be investigated urgently. I would appreciate a formal explanation regarding how such incorrect and misleading results were issued, as well as what steps will be taken to prevent similar incidents from occurring in the future. I look forward to your prompt response. Yours sincerely,
0
Replies (0)TK
Thuto K
1 reviews | Active since Jan 2020
14 Mar 2026, 19:05
FALSE RESULTS OR NEGLIGENCE
It is with sadness that as a new parent, I have to write a bad review about the experience I had at Suikerbos Heidelberg lancet. i really feel they were negligent with my baby's results, which resulted in bad treatment for cure. All I can say, because of false results, my Baby's illness was worsened. Had to take the baby to Life Cosmos hospital at Emalahleni for a second opionion. And I was right, results at Heidelberg Lancet(Suikerbos), were totally wrong and mis-leading.
Helpful (0)
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Thuto K
1 reviews | Active since Jan 2020
14 Mar 2026, 19:05
FALSE RESULTS OR NEGLIGENCE
It is with sadness that as a new parent, I have to write a bad review about the experience I had at Suikerbos Heidelberg lancet. i really feel they were negligent with my baby's results, which resulted in bad treatment for cure. All I can say, because of false results, my Baby's illness was worsened. Had to take the baby to Life Cosmos hospital at Emalahleni for a second opionion. And I was right, results at Heidelberg Lancet(Suikerbos), were totally wrong and mis-leading.
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WT
Werner T
1 reviews | Active since Jan 2020
13 Mar 2026, 11:26
Ramp up the bill
I had the same PSA test done frequently as per my request. I have always paid with card, but recently found that my Medical Aid do cover a number of tests per year. I therefor decided to have the test submitted to the medical aid this time. The medical aid paid for the PSA, but this time a 'Free PSA' test was added to the bill. I tried mailing the callcentre@lancet.co.za and wecare@lancet.co.za, to resolve the issue, but got no response. Next I went to the place where I had the test done. They printed out the form and agreed that only the PSA test was requested and not the 'Free PSA'. They then informed me that there is nothing they can do and that I have to take it up with accounts. I had to mail about 4 time before I received a response. The response was "Please be advised that the tests billed are not duplicated and are a component of group testing". My query was never around double billing, but an extra item added to the bill which the medical aid does not want to pay. I then decided to phone the number for the accounts department and asked to speak the the person who rep**** to my mail. The Agent indicated that he did not know the person. I then asked to be assisted with my query. After explaining my issue, the agent rep**** that this is normal, as they sometimes add test to "Ramp up the bill" as they don't do just one test. I again explained that I had this done before and the previous time I only paid for the 'PSA' only. The Agent then explained that if I wanted the item reversed I would have to ask the doctor to send a letter that they can remove the item from the bill. I thne explained again that I already sent them the form from the doctor only asking for the PSA test only. After this, he started reading my mails, and said he needed to discuss this with the person that rep**** to my mail. I stayed on the line whie being put on hold for over 15 minutes without the person returning to me. I have left my phone number in the mails, and you have my number on your system. Nobody has also bothered to phone me back. I am really disappointed in the treatment received from all areas. My question would also be, is it legal to just add tests to "Ramp up the bill"?
Helpful (0)
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Werner T
1 reviews | Active since Jan 2020
13 Mar 2026, 11:26
Ramp up the bill
I had the same PSA test done frequently as per my request. I have always paid with card, but recently found that my Medical Aid do cover a number of tests per year. I therefor decided to have the test submitted to the medical aid this time. The medical aid paid for the PSA, but this time a 'Free PSA' test was added to the bill. I tried mailing the callcentre@lancet.co.za and wecare@lancet.co.za, to resolve the issue, but got no response. Next I went to the place where I had the test done. They printed out the form and agreed that only the PSA test was requested and not the 'Free PSA'. They then informed me that there is nothing they can do and that I have to take it up with accounts. I had to mail about 4 time before I received a response. The response was "Please be advised that the tests billed are not duplicated and are a component of group testing". My query was never around double billing, but an extra item added to the bill which the medical aid does not want to pay. I then decided to phone the number for the accounts department and asked to speak the the person who rep**** to my mail. The Agent indicated that he did not know the person. I then asked to be assisted with my query. After explaining my issue, the agent rep**** that this is normal, as they sometimes add test to "Ramp up the bill" as they don't do just one test. I again explained that I had this done before and the previous time I only paid for the 'PSA' only. The Agent then explained that if I wanted the item reversed I would have to ask the doctor to send a letter that they can remove the item from the bill. I thne explained again that I already sent them the form from the doctor only asking for the PSA test only. After this, he started reading my mails, and said he needed to discuss this with the person that rep**** to my mail. I stayed on the line whie being put on hold for over 15 minutes without the person returning to me. I have left my phone number in the mails, and you have my number on your system. Nobody has also bothered to phone me back. I am really disappointed in the treatment received from all areas. My question would also be, is it legal to just add tests to "Ramp up the bill"?
0
Replies (0)MO
Modus_ Operandi
1 reviews | Active since Jan 2020
11 Mar 2026, 13:56
Initially a 1-star review to a 4-star
Initially, this was a one-star review as I was extremely disappointed with Lancet Laboratories Call Centre, WeCare and service@lancet.co.za regarding a billing and administrative error that remained unresolved for at least a month and a half. An incorrect referring doctor was captured on my claim by Lancet Healthworx Oakfields — reflecting a GP in Durban instead of my OBGYN in Johannesburg, as clearly stated on the laboratory form. Despite this being a straightforward administrative correction, Lancet refused to correct it internally and insisted at every turn that I gather documents for them, which was nearly impossible from my side. Once I asked that the matter simply be corrected internally, all emails that followed from me thereafter were left unanswered. As a pregnant patient (which Lancet staff was aware of), this caused me significant and unnecessary stress for what should have been a simple administrative correction handled internally from the beginning. I finally got in contact with Melanie from Lancet, who in all honesty was a breath of fresh air and has turned this review from a 1-star into a 4-star experience. It would have been 5 stars, but I am still affected by what I initially went through. I would like to recognise Melanie for her absolute professionalism, care, and for resolving this matter so swiftly. Something that took her colleagues one and a half months with no resolution took Melanie less than half a day. She responded promptly, confirmed that the corrections were made, and advised that she would personally see the matter through to completion, including handling the submission to my medical aid. I believe it is important that we take the time to recognise and appreciate individuals like Melanie in the working environment. People like her are what truly make a company. Without employees who show this level of professionalism and accountability, organisations risk losing both trust and revenue. Melanie, thank you for your assistance and professionalism. I wish you all the best going forward.
Helpful (0)
|Replies (0)MO
Modus_ Operandi
1 reviews | Active since Jan 2020
11 Mar 2026, 13:56
Initially a 1-star review to a 4-star
Initially, this was a one-star review as I was extremely disappointed with Lancet Laboratories Call Centre, WeCare and service@lancet.co.za regarding a billing and administrative error that remained unresolved for at least a month and a half. An incorrect referring doctor was captured on my claim by Lancet Healthworx Oakfields — reflecting a GP in Durban instead of my OBGYN in Johannesburg, as clearly stated on the laboratory form. Despite this being a straightforward administrative correction, Lancet refused to correct it internally and insisted at every turn that I gather documents for them, which was nearly impossible from my side. Once I asked that the matter simply be corrected internally, all emails that followed from me thereafter were left unanswered. As a pregnant patient (which Lancet staff was aware of), this caused me significant and unnecessary stress for what should have been a simple administrative correction handled internally from the beginning. I finally got in contact with Melanie from Lancet, who in all honesty was a breath of fresh air and has turned this review from a 1-star into a 4-star experience. It would have been 5 stars, but I am still affected by what I initially went through. I would like to recognise Melanie for her absolute professionalism, care, and for resolving this matter so swiftly. Something that took her colleagues one and a half months with no resolution took Melanie less than half a day. She responded promptly, confirmed that the corrections were made, and advised that she would personally see the matter through to completion, including handling the submission to my medical aid. I believe it is important that we take the time to recognise and appreciate individuals like Melanie in the working environment. People like her are what truly make a company. Without employees who show this level of professionalism and accountability, organisations risk losing both trust and revenue. Melanie, thank you for your assistance and professionalism. I wish you all the best going forward.
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Replies (0)RG
Rob G
1 reviews | Active since Jan 2020
11 Mar 2026, 13:38
LANCET LABORATORIES TOTALLY INEFFICIENT
My partner and I have Medical Aid with Discovery Heath on their "in hospital" cover plan. My partner was admitted to hospital on 13 Feb. 2016 and discharged on 19th Feb. During his stay all his treatment costs were met in full by Discovery except those from Drs. Mauff A C & Partners who appear to have some affiliation with Lancet Laboratories. Yesterday I received an sms from Lancet stating that there was amount outstanding of R1214.70 that appears to be only 50% of the amount claimed. Upon checking with Discovery they confirmed that Lancet had been paid IN FULL. Today I received another sms from Lancet stating that this sum was still outstanding and giving me 7 days in which to pay. They also emailed me the supposed invoices they had sent. None of which were ever received and were protected by a password alleged to be my SA ID number which was rejected by Lancet's system. I also tried the patient's ID number which was also rejected. I have now spent about 5 hours trying to resolve this matter and several telephone calls. One wonders if Lancet's inefficiency is reflected also in their ability to supply accurate results of the blood samples entrusted to their care.
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Rob G
1 reviews | Active since Jan 2020
11 Mar 2026, 13:38
LANCET LABORATORIES TOTALLY INEFFICIENT
My partner and I have Medical Aid with Discovery Heath on their "in hospital" cover plan. My partner was admitted to hospital on 13 Feb. 2016 and discharged on 19th Feb. During his stay all his treatment costs were met in full by Discovery except those from Drs. Mauff A C & Partners who appear to have some affiliation with Lancet Laboratories. Yesterday I received an sms from Lancet stating that there was amount outstanding of R1214.70 that appears to be only 50% of the amount claimed. Upon checking with Discovery they confirmed that Lancet had been paid IN FULL. Today I received another sms from Lancet stating that this sum was still outstanding and giving me 7 days in which to pay. They also emailed me the supposed invoices they had sent. None of which were ever received and were protected by a password alleged to be my SA ID number which was rejected by Lancet's system. I also tried the patient's ID number which was also rejected. I have now spent about 5 hours trying to resolve this matter and several telephone calls. One wonders if Lancet's inefficiency is reflected also in their ability to supply accurate results of the blood samples entrusted to their care.
0
Replies (0)