“Ordered Day 2 LFT (antigen) test! The test never arrived despite taking payment.
Spent most of my birthday on the phone back and forth with them. Waited over 1 hour for them to answer my call.”
“Only sent half of the tests ordered so in effect we paid double!! Didn’t answer any calls and when you are on hold the call is disconnected after 2hrs!!!!! Never answer emails. Never ever have I had such poor treatment from a UK company. BE ASHAMED OF YOURSELVES VIVO”
Hi there,
You may not have received all of the kits as they were ordered and sent separately. If you place two separate orders even if they are under the same name, we still send them separately so I'd advise you to contact our team to confirm when you can expect your other kits to arrive.
This is a very busy time for us meaning our call wait times and email response is slower than normal due to the capacity of customers trying to contact us each day.
If you could please email us at pcrtest@vivoteam.co.uk then a member of our team can contact you shortly.
Kind Regards
- Vivo
“Ordered lateral flow tests for our return from holiday. They were never delivered. No response to requests for them to call us and their phone number just has you on hold for hours.”
“I had a test booked for me and my partner. Showed up to the clinic and no one was there. It took over 30 minutes to reach someone on customer service and they refused to refund me on because it was a Sunday and no manager was there. I tried filling out their contact form to get a refund multiple times and I ended up having to go to my credit card to file a charge back, which they are still trying to fight and say they don’t owe me £250.
I ended up the next day having to drive to London to get a test with a guaranteed 4 hour turnaround to make my flight.
Not only was this an awful experience but I could have missed my flight to get back to canada to be with my mother before she died.
I can’t even believe this company is real and can charge credit cards still because they seem like an absolute scam.
OH and they never even sent my invoice for my payment or my appointment and they’ve yet to respond to a single request for contact.”
“Avoid this clinic for your 72 hour test to travel covid test. They purport to offer a "guaranteed" result time, but did not in my case. In fact I still have not had my result some 30 days after taking the test.... I had to source and get a "same day" test with another provider at an additional £199 cost in order to be able to fly the next day to reunite with my son in Canada who I hadn't seen for 2 years, so you can imagine the added stress and anxiety Vivo has caused. I have finally had the refund of the £125 test cost (although only after a number of (ignored) emails) as a result of a phone call and a helpful call handler - so credit where credit is due in her respect. Otherwise a very disappointing and unreliable service in a context where a tinely result really matters.”
“I booked a PCR test with Vivo clinic 72 hours before flying to relocate for work. The test result wasn't ever sent to me so I spent the whole night calling them to ask for updates where the test was. It's great that they have a 24/7 helpline and the people that I spoke to were really lovely however they weren't able to access any information about my tests, making the helpline redundant. The check out desk for my flight opened and still nothing. It turned out that the lady who took my actual test wrote down both my email address and my tracking URN code wrong and so it was proving really difficult to locate my result. Shocking considering I'd paid £125 for a next day service and two pieces of vital information had been recorded wrong. I was called at 11:26am (the gate for my flight closed at 11:30am with the found PCR result. I managed to get my flight but it really wasn't worth the sleepless night, 6 hours + on the phone and stress. The helpline people were really lovely and kind but unfortunately the whole experience was absolutely dreadful.”
“Complete scam, don't use them. I paid £185 for a PCR test with the results on the same day, and never heard anything again. A week later, I still don't have the results, and have called and emailed multiple times asking for a refund with no response.”
“Name and DOB wrong, told it would be corrected within half hour if emailed. 3 and half hours later, been on hold for an hour to find out what is happening. The administration at the test experience was amateurish.”
“Shockingly bad customer service.
I called to arrange a COVID test and an extremely rude operator on their helpline told me they no longer offer antigen tests.
When I said that they need to update their website, the operator said that it can't be true because she is on the site herself, and then she refused to notify the company.
When I offered to send a link to the offending webpage, she said I was wrong and then said that other people will be waiting to speak to her.
I politely thanked her for her time, but I am reporting this here so that both the company and other potential customers are aware of the appalling customer service. I was truly shocked.
I have sent the company a link to the offending page on their site via their contact page, and I hope they resolve both the issue with their site and their staff.”
“Day 2 and Day 8 Covid test booked with VIVO but comes from Randox in Ireland. As there is not many drop of boxes around UK (mainly London),you have to book your own return postage extra £11.70 for each return! This info should be on the website!”
“Unethical Company: This company sold us Same Day PCR pre-travel tests .... We needed these urgently and were willing to pay a high price (£289 EACH!). They did not provide one of test results the same day and are refusing to honour the money back guarantee they advertise clearly on the website. I ended up being on the phone after midnight, waiting for over 20 minutes, to chase my result up. We even got a call at 2.00am checking we had received the late results by email. And annoyingly I later found out that they just send the swabs out locally anyway in Liverpool, to the much more professional Biograd Service, who we later found out charge a much lower fee (£100) for the same test if you go direct.”
“vivo clinic - dont use this company for travel pcr tests they are just middlemen that provide self tests i their clinics then posting them to a lab, if anything goes wrong? problems with results, late results, delays in the post, wrong information on the fit to fly certificates? they will ignore you and keep your money, they are the worst kind of company exploiting the covid crisis to line their own pockets, avoid”
“They are totally untrustworthy, do NOT use this company.
Booked a Covid test one month in advance which they cancelled at less than 48 hours notice with ludicrous excuses. Jeopardised my flight to Spain. Promised urgent refund never materialised despite frequent calls to them. I have now had to reclaim from my credit card company. They are scammers!”
“My results did not arrive by the guaranteed 48 hour turnaround which caused me financial loss and emotional distress.
The service provided by VIVO Clinic highlighted a significant lack of competence and a blatant disregard for integrity.
The customer service was appalling as they did not take any responsibility for the delay. Instead they blamed the Laboratory for a delay in their part.
However, VIVO Clinic were fully responsible as the Laboratory informed me that the clinic did not arrange delivery to the Lab in a timely fashion so that my results could be received before the guaranteed deadline.
After being on hold for hours, not receiving my results in time and receiving such a poor service, I had to purchase a new flight. I have requested an immediate refund for this "guaranteed" service and have not heard back.
I absolutely do NOT recommend VIVO Clinic and I will not be using them again as they have proven to be unreliable and dishonest.
The 'guaranteed' service should not be used as part of your advertising efforts, it is completely false and not accurate - false advertisement to sell products should not be permitted.”
“My pcr results was late than same day as required while they debited my card full payment and refused to refund the difference. Never trust them or leave your card.”
“Booked COVID PCR travel tests for November. Lockdown announcement meant we were unable to take these and unable to get a refund. Nevertheless we were offered the ability to re-book for a later date. However emails to try to get this booked were answered spasmodically - promises made that someone would get in touch but this has never happened and I dont think this company has any intention of honouring its promises. I would therefore have serious doubts about their ability to deliver on other promises such as test turnround times.”
“This lab is a scam, don’t use them.
Bought in home PCR test and was told I could drop sample at any in Vivo Clinic in London for results. Seemed legitimate since they perform on site testing and was also told they send samples to London Medical Lab daily at 3pm.
When I went to drop off the test, they told me it would be an additional 40 pounds to get results.
Took my sample to London Medical Lab and was told they never heard of Vivo Clinic and that they are not on their list of authorized testing labs.
Not sure what types of scams they are running, but wouldn’t be surprised if I test positive so they can charge me for another test.”
