Good morning,
We can assure you that as a listed approved test provider on the UK Government website, we are in no way a con or a scam. This is evident by our thousands of positive reviews on reviews.io and TrustPilot we have from our customers. If you have a complaint or an ongoing issue, please get in touch with us and we will do what we can to resolve it.
Regards,
Vivo Customer Care Team.
“It seems the only place you get a response is on here ! I’m still waiting to hear about my refund after they failed to deliver tests on time ! They guarantee money back if results aren’t delivered in time frame on both their website and voicemail but make it incredibly difficult and don’t acknowledge e mails .Think I will keep posting on here until i’m acknowledged”
Good morning Wendy,
We're sorry to hear that you're having issues contacting our customer support team. We're currently experiencing a high volume of incoming email inquiries so we are working through an increasing backlog which may be why you are yet to receive a response. Your ongoing patience with us is greatly appreciated. If you could update your review to include your order number and full name, I may be able to provide you with an update on your refund request here or email you.
Regards,
Vivo Customer Care Team.
“Ordered and paid for 2 x 2 day Antagen Tests 10 days before going abroad. Brilliant, done straight away and thought that's plenty of time. 25 days later no sign of them. Finally got a response via email saying we will send a refund form but only for 50% because we used their Test Codes. Beware.”
Good morning,
We're sorry to hear that you had an issue receiving your antigen tests. We send out thousands of tests every day and it is in rare occasions that tests do not get delivered on time. We're glad to hear that a member of our customer care team was able to rectify this and issue a partial refund for you.
Unfortunately, we are unable to offer full refunds for our services as this is a non-refundable medical service which is clearly outlined in our terms and conditions:
11.6 Once an order is placed, a travel reference number will be automatically generated and sent to you from our booking system. This means that a part of our service to you has already been provided, therefore, we will not issue a refund under any circumstances as the reference number is utilised for the purpose of entering the United Kingdom for Day-2 testing requirements as per the government guidelines.
Regards,
Vivo Customer Care Team.
“Absolutley appauling service and miss sold PCR tests. We paid £250.00 for 2 PCR tests to fly to Barbados. They had to be tests administered by a clinician not a self test. Over the phone I was assured that is what we would get. In realty what we got was were handed the tests to do ourselves whilst the so called clinician browsed on her phone. They then ask you to pay another £100 for 2 Doctors letters stating they did the test. As my Husband tested positive I have requested a refund for the Doctors letters but they will only offer us a credit note which I have declined. (Plus it took them 5 weeks and several emails from me for them to tell me that.) I would never use this company again. I will also be contacting trading standards as what they are doing can not even be legitimate. Promising administered tests then asking you to do your own. Then providing a Doctors letter from someone who hasn't even attended to you. If your thinking of using them then I recommend you go elsewhere, to a company who won't rip you off.
If you decide to reply to my review please do not remind me about your T's & C's I read them. But there is something called customer goodwill but you are clearly you dont bother to consider this . Once you have a customers money you keep it, even if they are dissatisfied with the service they receive!”
Good afternoon,
We're sorry to hear that your experience with our clinic was not up to the standard we expect here at Vivo. Please could you outline your concerns to our management at management@vivoteam.co.uk who will investiagte this and reasonable action will be taken based on the evidence we gather. Please also outline your experience with us as they may be able to offer you a refund if we can prove you were misinfomed by one of our team.
Regards,
Vivo Customer Care Team.
“Awful service. I tried to upload the day 2 test in their website, which doesn't work. I called - after waiting hours for someone to answer, they gave me another website. It didn't work, either. Spent hours to call again, they said to send the results by email. Wasted 24 hours on the phone-internet for nothing. Oh, and I received the test on day 4. Avoid.”
Good afternoon,
We're sorry to hear that you had an issue with uploading your day 2 test results on our website. This is an uncommon occurrence as we process thousands of tests every day via this method. We hope your experience with us does not discourage you from considering our services again in the future.
Regards,
Vivo Customer Care Team.
“What a confused system, I have tried all picture formats VIVO wants and it's still rejecting my uploads even after using the photo format it prefers. How else do submit? This is highly frustrating.”
Good afternoon Mike,
This issue is very uncommon. We process thousands of tests every day from customers all over the world and we have tried to create the most customer-friendly system. However, we sympathise that some customers may experience issues from time to time which is why we offer a 24/7 customer service team on 0333 305 8486. Feel free to call us and a member of our team would be happy to assist you.
Regards,
Vivo Customer Care Team.
“I ordered the test on 19-01-22. A week later I had to message this provider about not receiving the item. After 3 succeeding reminders to them, they at last sent out the test which was received 12 days after the date of ordering. But to my surprise, the item arrived totally demaged (I can supply you with all needed evidences.
So I asked them to make refund and naturally got their refusal. They motivated their refusal by not making refund for their service. But I didn't get any service from them in any way.”
Good afternoon Susan,
If you have not already done so, can you please contact RoyalMail as they are our courier service and they may be able to locate your test. Failing this, please contact our customer care team on 0333 305 8486 and we will be happy to assist you either by processing a refund or sending out a replacement test to be used at a later date.
Regards,
Vivo Customer Care Team.
“I booked a day 2 test for my family which was to be delivered 15th January, 2022. We called several times and sent mails but no solution. After the back and forth we bought another test from a more efficient and customer friendly company. Till date, 28th January, 2022 test is yet to be delivered. I asked for a refund but no response from vivo. It is unethical to take customers money and not deliver . I need my refund please for 4 test kit.”
Good afternoon,
We're sorry to hear that you have not received any contact from our company. We're currently experiencing a high volume of incoming inquiries so we are currently working through this backlog. This will be why you have yet to receive a response from us. Your first port of call would be to contact RoyalMail as they are the courier we use to see if they can locate your test. Failing this, call us on our customer care line on 0333 305 8486 and a member of our team will be happy to assist you in the refund process.
Regards,
Vivo Customer Care Team.
“They charged £199 for a pcr test and never sent results and do not answer phone calls. This is a scam and strongly advise no one use them. Trying to get my money back but not holding my breath.”
Good afternoon,
We here at Vivo can assure you we are not a scam as we are an approved provider on the UK Government website and have over 10,000 reviews on TrustPilot with the vas majority being five stars.
We're sorry to hear that you did not receive your test result. This will need to be investigated by our customer care team so please our helpline on 0333 305 8486 and we will be happy to assist you. Please be aware that because we are one of the cheapest providers for testing in the UK, our phone line wait times are unpredictable so please remain patient and a member of our team will assist you as soon as possible.
Regards,
Vivo Customer Care Team.
“Definitely the worst company EVER. They did not send me the test, and I ask for a refund explicitly. I did not want the test because I had to buy another one from another provider in order to get tested before day two. Since they did not want to me a refund, even if as the terms and conditions specified 18.14.6/7 I had the right to ask for a refund for my specific situation (the test did not arrive on the specific time frame it was supposed), they sent me the test that makes me not eligible for a refund anymore. I speak with several agents and none of them helped me to solve my case, most of them did not know that they had a terms and conditions site. They told me to write to the managers directly, which I did, but they are not going to reply because they sent the packages even if I explicitly asked for a refund. THE WORST COMPANY. Furthermore, the code they provided me for the passenger locator form was incomplete.
I read that: "11.6 Once an order is placed, a travel reference number will be automatically generated and sent to you from our booking system".--) the reference you gave me was incomplete, so I did not work, it has not 5 letters and 7 numbers (as specified), but only 4 letters.
However. on point 18.14.6/7 it says that I am eligible for a refund if I am unable to have a result within the specific time frame. I was unable to have the results because the order did not arrive! And when I asked for a refund, and explicitly said to you that I did not want a new order to be delivered (because day 2 already passed), you delivered it. Only after I complain demanding my refund, you sent the test for making me not more eligible to get the refund.
You play with your customers! and you do not follow your terms and conditions, only you apply them when they benefits you, not the customer. If the terms and conditions "benefit the customer" you will ignore them.”
Good afternoon,
Per clause 18.0 in our terms and conditions, "we cannot be held responsible if we have not delivered your result within the given time frames even if there has been human error in obtaining that result. In these cases, our liability to you will be limited to the value of the contract/order, which is the cost of the test you have purchased". In accordance with clause 17.7, we resolved this matter by way of resending out the test to you as our medical services are nonrefundable and this was the most pragmatic solution.
We're sorry to hear that our customer care team did not convey this to you correctly. Please email our management staff regarding this as they will listen to your correspondence with our team and if they conclude you were misinformed, you may be entitled to compensation.
Regards,
Vivo Customer Care Team.
“I booked a test as it said it was in Newcastle but no where does it tell you where in Newcastle so I booked it at £85 for next day as my husband was travelling next day. When I got the email it told me where he had to go to my surprise it was 195 miles away . I live in Newcastle-under-Lyme and the place they wanted me to go is Newcastle-upon-Tyne. There is no way the journey can be made and it says I can't get my money back”
Good morning,
Our test centers are clearly visible and listed on our website along with their locations and contact information.
Regards,
Vivo Customer Care Team.
“i'm sorry but i didn't receive the Antigen test kit, according the trucking number it's say delivered but nothing i got.
my second day test past, i hope the can refund me.”
Good morning Yonatan,
We're sorry to hear that you have not received your antigen test. We use RoyalMail as our delivery service so please use your tracking number to contact RoyalMail firstly to see if they can resolve this issue for you. If this issue is then not resolved, please contact our customer care team and we will be happy to resolve this for you.
Regards,
Vivo Customer Care Team.
Good morning,
We're sorry to hear that your experience with Vivo was not up to your expected standard. We process thousands of tests every day and we have made our testing process as user-friendly as possible to accommodate not only our volume of customers but also the wide variety of customers we receive.
We do sympathise this process may not be suitable for some people which is why we additionally offer a 24/7 customer support team who are happy to assist you in this process in any way that they can. We hope this experience will not discourage you from using Vivo's services again and have a great day.
Regards,
Vivo Customer Care Team.
“I am afraid I have not yet received the test by post purchased online for my travel.
The day 2 was yesterday and have not received the test, I followed all instructions in delivery times and ordered my test by post last Wednesday before 12:00 and based on your advisories I should have received it on Saturday…”
Hi there,
This may be a delay with our courier Royal Mail. 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 to provide you with an update.
Kindest Regards
- Vivo clinic
“Booked my day 2 test, as I am traveling from Spain to the UK. Website said booking number was provided instantly. Once I paid, I got my order confirmation, but when I input the order number they provide in the passenger locator form, I get a message saying it is an invalid number. No email received yet with a booking reference. Tried to call, but after waiting for 15 minutes I had to give up. They are very quick to take your money, but impossible to reach to obtain the service you pay for. I will file a claim to my credit card company for fraud to try to get my money back and will have to book another test with a reliable suppler”
Hi there,
Once the payment has been made successfully, an automated email will be sent to you containing your test reference number, therefore, I would advise you to check your junk mail.
Our calls are very busy Monday - Friday during the hours of 9am - 6pm. We are trying to answer every call, however, due to the high volume our call waiting time can be up-to 45 minutes.
If you are still having difficulty, please contact us on pcrtest@vivoteam.co.uk with your order and contact details so a member of our team can help.
Kindest Regards
- Vivo clinic
“Went to Vivo clinic Peterborough, the staff were shocking. From not all wearing PPE, asking for info to be entered manually via an uncleansed tablet and friends of staff coming into the room without facemasks.
Paid £50 for the privilege of this, then got to the airport and the staff on site entered the wrong test date on the certificate, so my test was invalid. Luckily had a fit to fly randox test which got me out of jail.
Emailed them to ask for a refund, heard nothing back a week later.
Shocking.”
Hi Adam,
It is a mandatory requirement for all of our staff members to wear the correct PPE at all times along with cleansing the room, surfaces and tablets thoroughly after each customer. We regularly monitor each of our clinic locations to ensure these procedures are being followed, however, we will be looking into this further.
Due to our high demand, our response will be delayed but we are trying our hardest to respond to everyone.
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 touch.
Kind Regards
- Vivo clinic
“Worse than shocking service , results guaranteed within allocated time frame or money back they advertise
2 results arrived 10 hours after the specified time of midnight and the 3rd result 44 hours after .
Worst thing is they won’t respond to e mails and acknowledge they have breached their agreement and refund money as advertised.
I will not give up ! Never use the service there are far better companies out there who honour their agreement and are far cheaper .”
Hi there,
Unfortunately, we cannot offer refunds for reasons stated within our terms and conditions that we advise customers to read before purchasing any of our services to ensure they are happy to go ahead.
Due to the level of testing that we are offering, our response time is currently delayed but we are trying our hardest to respond to everyone within a reasonable timeframe.
If you require any further assistance, please do not hesitate to contact us on pcrtest@vivoteam.co.uk
Kindest Regards,
- Vivo clinic
“I wish I had looked at these reviews. Horrible customer service with no care for customer at all - they are just looking to profit off of a pandemic. All tests are non-refundable even if you can’t go because of covid so bear that in mind!”
Hi there,
As per our terms and conditions, we cannot provide refunds for our covid-19 services but can issue a credit note for you to rebook your tests for when you require them. We do advise our customers to read through our tc's and c's before making a purchase to ensure they are happy before going ahead.
If you contact us on pcrtest@vivoteam.co.uk with your order and contact details, a member of our team will be in touch to issue you a credit note for the service you were unable to utilise.
Kind Regards
- Vivo Clinic
“This company is fraud. Very greedy people. Tried nicely to ask for money back. But these thieves tried to stole my money. I will definitely be telling my friends and family about this clinic. Also, will share on social media as much as I can to stop people going to this clinic. Load of rubbish.”
Hi there,
Unfortunately, we cannot offer refunds on our Covid-19 services as per our terms and conditions that we advise each customer to read before making a purchase. We can issue a credit note on a few of our services if you are unable to utilise it when you initially planned to.
Please contact us on pcrtest@vivoteam.co.uk as we may be able to issue you a credit note depending on the service you have purchased. We will require your order and contact details to make this possible.
Kind Regards
- Vivo Clinic
