Good afternoon Ishtiaque,
I can assure you that our TrustPilot reviews are not fake or paid. If you look at our TrustPilot, we have over 10,000 reviews with a vast majority of them being positive. If we were faking them, wouldn't all of them would be positive? We ask all of our customers once they contact us to leave us a review that correlates to the array of reviews we get from people from around the world.
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.
Good morning Sana,
Thank you for leaving Tim a five-star review! We here at Vivo take great care in our approach to customer service and pride in how we always try to help our customers, no matter what their inquiry is. We're happy to hear that Tim was able to resolve your problem quickly and your experience with us today meets our high standards. We hope you have a great day and will consider recommending us to your friends and family.
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
“Just sent a review complaining about having paid for a day 2 test for UK entry snd not having got the booking reference which is needed for the uK passenger locator form. I have received the email with the booking reference. It seems there was an issue with my spam filter, so Vivo did deliver. I am rating 3 stars because, in any case, the customer service is unaccesible and because I still will have to receive tha package”
Hi there,
I am glad to hear you have now received your test reference number.
If you require any further assistance in the future, please do not hesitate to contact us on pcrtest@vivoteam.co.uk
Thank you for choosing VIVO Clinic!
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
“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
