“Shocking service ….avoid at all costs.Booked PCR tests guaranteed results next day 1159 pm .Time came and went no results , no response to e mails.Flights booked results arrived 11hours after promised time , 1 hour after check in for long haul flight !
Luckily we were able to book a rapid PCR at the airport result back in 1hour .Had we not done this we would have missed our flights . Not one apology or attempt to rectify our concerns
£375 wasted but have contacted my credit card company as Vivo breached their guarantee .They also advised on their phone recording they use their own clinic for testing .
They actually use randox labs much better to go direct through them half the cost also”
Hi there,
Firstly, I'd like to apologise for the delay in your results, however, they are sent directly from our partnered laboratory to your registered email. The test sample is taken in our own clinics and then sent to our partnered laboratory for testing. There can sometimes be delays with results due to a re-test being conducted on samples that provide an inconclusive result.
If you could please contact us on pcrtest@vivoteam.co.uk, a member of our team will be in touch to help resolve this issue if possible.
Kind Regards
- Vivo clinic
“I had booked Hifu treatment as well 6 RF treatment in advance as they had a special offer. I was very ill and contracted Covid. I had phoned the Vivo branch and there was no reply from their phones and i was left on hold for more than several hours at a time, as I wanted to cancel my treatment that was arranged on 17.12.21. I had left a message to cancel my appointments as I was not feeling well. No staff had phoned me back to rearrange my appointments. I had phoned today to rearrange my appointments and I was informed by the aesthetics manager that I needed to pay £180 up front as I did not attend my appointments. I am very disappointed with the very poor service I have received from Vivo Clinic and i would like them to reinstate my treatments and not to pay any upfront costs as this is not my fault they have a very poor telephone service and do not answer their phone calls on time or reply to customers phone messages.
SB”
Hi Ms SB,
I believe you were contacting us on our pcr phone line instead of our aesthetics treatment line as this tends to have a call wait time of a few minutes.
As you can understand, if you do not attend a number of appointments it means that we cannot utilise that time slot and our therapists will have to wait for their next client. If you can please contact us on 0330 174 1268, a member of our team will reschedule these appointments for you.
Kind Regards
- Vivo Clinic
“Paid around 400GBP for 3 hour rapid PCR tests to do in London. Tried for days ( hours on phone, countless emails and chat attempts) TO CHANGE THE DATE, PLACE OR TIME of the tests as I knew I could not make the small time window, and would lose the test, or the money. Impossible to get through. No way to adjust your booking online - which show what a money making scam/racket this is. Any reputable company would set up a way for customers to adjust their bookings if the knew they couldn't deal with the phone calls etc. Terrible non existent service, I am now very much out of pocket for a service I did not receive.”
Hi S.K,
We do advise customers to contact us after 6pm as this is typically when our call wait time shortens to 30 minutes.
If you could please contact us on our email pcrtest@vivoteam.co.uk, a member of our team will be able to reschedule this appointment for you. If you do not wish to reschedule, we can issue you a credit note to use with us in the future should you require our services.
Kindest Regards
- Vivo Clinic
“If you are looking to purchase Covid tests for travel, please avoid this company. Despite choosing the next day delivery option, my test took over a week to arrive, making it completely unusable as I had already left the country and needed to purchase another test from a different provider. This would of course be understandable as delivery delays happen, especially around Christmas; however, customer service was very confusing and rude, with one employee initially offering a refund and another one backtracking and informing me that no refund was possible and that I can still use the test "in the future" (I will not be needing or using it at all). No solution at all was offered. Very disappointing.”
Hi there,
Unfortunately, Royal Mail was experiencing delays around the Christmas period, however, thank you very much for your understanding.
All of our calls are recorded and monitored, however, a senior member can look into this call recording to review the information that was given. If you could please contact us on pcrtest@vivoteam.co.uk with your order and contact details, a member of our team will be in touch shortly.
Kindest Regards
- Vivo Clinic
“Stay away from this company. They never sent me my results but claiming they did and refused to refund me my money. Its all false advertising that they will help you at the airport when they take more than 45 minutes to answer calls. Clare who calls her self supervisor is so rude. She kept on saying that I don't need to get the results they provide the results to public health. This company I'd proper joke. Don't waste your money. They refused to give refused”
Hi there,
Your result certificate is sent directly by our partnered laboratory to the email you entered when filling out the personal information form. We are trying our hardest to answer every call, however, due to our phone lines being quite busy during office hours, our call wait time can be up to 60 minutes.
All our calls are monitored so our management team can have a look into this call recording. If you could please send us an email on pcrtest@vivoteam.co.uk with your order and contact details, a member of our team will be in touch shortly.
Kindest Regards
- Vivo clinic
“Cannot now travel to France to change in travel restrictions. No chance of a refund as they basically make you waive all your consumer rights as a condition of booking so £59 wasted. Not even a last minute cancellation so total profit for them. It’s basically a pop up rip off clinic. Impossible to contact. Don’t respond to emails and events 5am phone waiting time is 2 hours so roughly translated you can’t contact them! Avoid. Book with a reputable established clinic or a high street pharmacy.”
Hi Karen,
We do state in our terms and conditions that we cannot be held liable for any changes to the government legislation. As we provide you with a travel reference number, this means a part of our service has been delivered meaning we cannot provide a refund.
We are happy to issue you with a credit note that can be used for any of our services. Please contact us on pcrtrest@vivoteam.co.uk
Kind Regards
- Vivo
“I was given the wrong advice about using a day 2 lateral flow test as a departure test leading to my daughter and her boyfriend being stranded in Spain. Do not use this company! It's very difficult to get through on the telephone and you can't trust their advice. Shocking customer service.
No response from emails either!!”
Hi Victoria,
All of our staff members are trained to ensure they are giving accurate and correct information to our customers. We would need to investigate this as all of our calls are recorded, therefore we can proceed with this matter once we have listened to the call recording.
If you could please contact us on pcrtest@vivoteam.co.uk with your contact details, a member of our team will be in touch.
Kind Regards
- Vivo
Hi there,
We'd like to know which part of our service you were unsatisfied with and what we can do to help.
Every review helps us improve and discover aspects of our service that need changing to make it easier and more convenient for customers.
Please contact us on pcrtest@vivooteam.co.uk so we can help.
Kind Regards
- Vivo clinic
Hi there,
I can assure you that we are based in the UK and we are partnered with government-approved laboratories also located within the UK. As you can see on our website, we have a number of clinics located all around the UK in which we offer our services.
If you have not received your product, this may be a Royal Mail delay. If you could please send us an email on pcrtest@vivoteam.co.uk with your contact details, a member of our team will be in touch.
Kind Regards
- Vivo
“dear vivo clinic. even after leaving numerous negative reviews on various sites - and will continue to do so until i get a refund - on my non-existent test kits which were ordered almost three weeks ago, you still state that i need to send you my email address so that you can help with my order. after replying to one of my complaints stating that you have responded, YOU HAVE LIED!!! still no response. i have reported you to trading standards and now awaiting their reply. if you had to refund everyone that never received the product that they paid for in advance, it would put a pretty big hole in your bank balance so i can see why you dont like to give refunds but im sure that`s not the real reason. so....WHY IS GIVING PEOPLE THEIR MONEY BACK A PROBLEM???”
Dear Marty,
Due to the lack of information, I am unable to check the status of your complaint. As we are experiencing a very high volume of calls and emails, our response will be slightly delayed as we try to respond to everyone.
Our call centre is open 24/7 so you can try to give us a call after 6pm to avoid being stuck in the queue.
Kindest Regards
- Vivo clinic
“I left a review before, saying I'd sent an email and hadn't had a response. Your response to my review is ro send an email....there seems to be a pattern here! I happened to get a response not long after leaving the review telling me to check my tracking and you can't refund me. You never sent tracking, and you should be refunding me as it's not my fault you haven't sent them and I've had to go and get more tests for 4 of us. For everyone reading this, choose someone else! I emailed straight back and then get no response again.”
Hi Laura,
Our response is slightly delayed due to the high volume of customers we are responding to. I apologise for the inconvenience but once we hand your package over to the courier, a tracking number is provided as any delays must be dealt with them directly as we have no control.
If you are still waiting for a response, we kindly ask that you are patient while waiting as we are trying our hardest to respond to everyone.
Kind Regards
- Vivo clinic
“Worst company, had my genuine reviews removed from Trust Pilot even though i did provide the order number.
Stay away from them they will loot your money and are big frauds with non existent customer service”
Hi Ashkay,
Reviews can only be removed from Trustpilot if it is promotional, offensive or not based on an actual experience with us.
We appreciate every review as it allows us to identify recurring issues and areas we can develop in our company.
Our call centre is experiencing a high volume of customers trying to get in touch, however, I understand your frustration.
Please email us on pcrtest@vvioteam.co.uk
Kind Regards
- Vivo clinic
“never received my test kits....been over a week since our trip was due to finish (cancelled so didnt need them anyway) but quick to take our money. as far as i can see this is outright THEFT. i have emailed you but still waiting for Reneika answer my last one. question...if you pay for something which you never received/needed anymore or, in my case, both, why is a refund a problem?”
Hi Marty,
If your test has not yet arrived we would need to investigate this with our courier.
If you could please send us an email on pcrtest@vivoteam.co.uk with your contact and order details, a member of our team will be in contact shortly. In the meantime, I will ask Reneika for an update on your situation.
Kind Regards
- Vivo Clinic
“Sounds like I've been caught out like everyone else, wish I jad read the reviews! I have emailed, a week ago and had no response, this was after being on hold for 2 hours and 37 minutes and then googled the cost of the calls...anywhere between 3p and 55p, let's hope it's 3p! I ordered my tests 8 days before travelling so they arrived before we went as we were only away a few days. No tests, no answer, and out of pocket as we had to go to a walk in clinic for tests so I could return to work. I would appreciate a refund to help pay towards the other tests we had to pay for.”
Hi Laura,
If your test has not yet arrived we would need to investigate this with our courier.
If you could please send us an email on pcrtest@vivoteam.co.uk with your contact and order details, a member of our team will be in contact shortly.
I apologise for the inconvenience.
Kind Regards
- Vivo Clinic
“Trying to get help by using our£298 credit note from last year.
No one is answering the phone now after being told by Ricci to contact by emails still no response.
It seems as though vivo does not want to honour the credit note, so surely a refund should be made.”
Hi Clive,
We would be more than happy to honour the credit note you have from last year. As we are coming up to the Christmas holidays, our phone lines and emails are very busy.
I'd advise you to contact us on pcrtest@vvioteam.co.uk so a member of our team can get in touch.
Kind Regards
- Vivo clinic
“Yes VERY QUICK TO TAKE YOUR MONEY. My 2 DAY PCR test has NOT ARRIVED.
After reading everyone's reviews I now realise there no point in calling as the phone lines are jammed up with complaints.
Is anyone one from vivro reading this?
To Whom it may concern
WHERE IS MY 2 DAY PRC TEST ?
THIS IS NOT AN EXCECTABLE SERVICE!
I WANT A REFUND AND COMPENSATION FOR LOSS OF EARNINGS.
I SHOULD BE OUT OF ISOLATION TODAY
INVOICE: VIVOC1142796
Order No: VIVOC1142796
Invoice Date: 03/Dec/2021
Date: 12/03/2021”
Hi Emilie,
Unfortunately, our phone lines are very busy at the moment as it is coming up to the Christmas holidays. I'd advise you to send us an email on pcrtest@vivoteam.co.uk with your contact details as we have several allocated team members responding to any emails via this address.
I apologise for the inconveience.
Kindest Regards
- Vivo clinic
“I have asked for a refund in spite of a very confusing and poorly written item in VIVO conditions, (see below). I have received a credit note but in light of many complaints about results being late or not arriving I would prefer a full refund of £246.
Extract in VIVO conditions:-
"As I make an express request for a result to be guaranteed to me within the date and time I have chosen I understand that this service is non-refundable at the time of booking. I further understand that if my appointment cannot go ahead due to changes in regulations, government policies, changes to airline policies or changes to your own travel plans or anything out of your control, I can contact you to discuss and you have full and unfettered discretion as to whether a partial credit note gesture of goodwill can be issued to me.:"
As no physical work has been undertaken between the time of booking and cancellation, merely computer based processes, I see no reason why a refund cannot be made. I too had to persist with a call late at night for more than 30 minutes!”
“I booked 2 PCR In clinic tests, our flight was cancelled, I cancelled our test and was told would get vouchers. I emailed you, tried to ring etc etc, no reply no-one interested. I booked a different holiday and need 2nd day PCR on return, I wanted to use refund voucher for these 2 tests, NO REPLY, NO-ONE INTERESTED ON TELEPHONE. OR AT HULL TEST CENTRE. NO VOUCHER RECEIVED. We are going to have to go to another test provider and VIVO will be able to keep my £250. Will NEVER recommend this company for PCR- STEER CLEAR.”
