Review Time
I froze my eggs in 2024 and the experience at the time was ok, fast forward a year later I had not received any correspondence regarding my annual storage fee, naturally I was worried so I contacted them to be told i'd be sent and invoice 'at some point' which once received was promptly paid. They then sent me an email a few weeks later to say they would take £395 out of my account, I called about this and was told not to worry that they would send a message to the payments team, that the money wouldn't be taken. The money was taken, I then made numerous calls and sent emails to ask what the hell was going on to be ignored. I randomly received the money back weeks later. I sent a formal complaint to Create on 4/12/25, Today is 26/2/26 and I've heard nothing back from them. To say i'm disappointed is an understatement, it was such a huge emotional and financial decision for me to do this process and I'm left feeling like I cant trust that my eggs are safe.
The company has unlawfully withdrawn £395 from my account for an annual storage fee that I had already paid months ago. I received an email beforehand stating they would take this payment and that a refund would be issued if I had already paid, which is confusing. You shouldn’t invoice someone, take a payment, then charge again a month later. I called and was assured that a message would be sent to the payments team to prevent this from happening. Yet, a month later, £395 was deducted from my account. I've called three times, been told the payments team would reach out, and even asked to speak to a manager who was supposed to call me back but never did. Today, I was told I'd receive a call back, but that also didn't happen. It has been eight days since this money was taken, and NO ONE has contacted me despite multiple assurances. I've lost all trust in this company's legitimacy and regret using them for storage. I want my money refunded!
We went through our IVF journey with the service at both clinics, and we are immensely grateful. Our nurse was outstanding—caring, reassuring, and extremely supportive. During a scare with a bleed, she quickly identified the issue and guided us through everything with compassion. The entire team was understanding, honest, and helpful throughout our experience. Our coordinator was always supportive and made the process feel manageable. Thanks to their care, we are now 7 weeks pregnant and truly appreciative.
I called today for some information and spoke with a very kind representative. I had spoken with another clinic yesterday that left me in tears. The person I spoke with was so compassionate, understanding, explained everything clearly, and truly listened to me. Those qualities are vital when dealing with such sensitive topics. Thank you again; you may not realize how much you eased my mind and how significant that was. We will definitely consider this company if we proceed with treatment.
The company has unlawfully withdrawn £395 from my account for an annual storage fee that I had already paid months ago. I received an email beforehand stating they would take this payment and that a refund would be issued if I had already paid, which is confusing. You shouldn’t invoice someone, take a payment, then charge again a month later. I called and was assured that a message would be sent to the payments team to prevent this from happening. Yet, a month later, £395 was deducted from my account. I've called three times, been told the payments team would reach out, and even asked to speak to a manager who was supposed to call me back but never did. Today, I was told I'd receive a call back, but that also didn't happen. It has been eight days since this money was taken, and NO ONE has contacted me despite multiple assurances. I've lost all trust in this company's legitimacy and regret using them for storage. I want my money refunded!
There has been poor communication and a lack of interest in patient outcomes. Initially, they were not transparent about using milder drugs, which results in fewer eggs. An email video about this was only received after payment. After my failed IVF, I did not get a consultation to discuss the outcome. Months later, after continued infertility, I called for more tests and was only offered a blood test. It revealed elevated thyroid function, which can significantly impact fertility, but this test was never suggested to me. Finally, after further tests, my follow-up call was canceled last minute, and I was denied my blood test results via email, which is frustrating since I paid for them.
We had a truly positive experience with the service. The entire team was friendly, supportive, and knowledgeable. Each step was clearly explained, and we felt informed and reassured. Our medication plan was tailored for minimal side effects, and instructions were easy to follow. The clinic's calm and welcoming atmosphere made a significant difference during this stressful time. Overall, the service was seamless from start to finish, and we felt well cared for.
After a failed cycle at a different clinic, we sought private treatment and had a very positive experience. The staff were friendly and welcoming yet professional and informative. The treatment felt tailored to our needs, with regular testing rather than a rigid plan. We are very grateful to everyone who supported us through to pregnancy on our first attempt.
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CREATE Fertility are the UK’s Natural IVF & Mild IVF specialists. We pride ourselves in providing woman-friendly treatment with high success rates & healthier babies.
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