“I purchased 2nd day antigen test after arriving UK. As the government requirement changed to a pcr test. They refused to refund. However they offer upgrade the antigen test with pcr. The pcr test is very expensive comparing to other clinics. So it was cheaper to buy the pcr from another clinic and just lost the money for antigen test.”
Hi there,
As per our terms and conditions, we cannot provide refunds for lateral flow antigen tests once you have placed an order. We advise customers to read our terms and conditions before purchasing to ensure they are happy with our service terms.
We can provide you with a credit note for any service you have purchased but not utilised. This can be obtained by contacting us on pcrtest@vivoteam.co.uk with your order details and a credit note will be sent to you.
Kind 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.”
“Day 2 PCR arrived on day 5.
I suffered the same rubbish service provided by Vivo Cowboys as most of the reviewers here.
Can I suggest to customers that paid for services by credit card that in cases where costs were over £100 they can use a section 75 to claim a refund and in cases where costs were less than £100 they can request a charge back via their card provider. Good luck.”
Hi Graeme,
Once your order is placed, we begin the process of packing and preparing your order so it can be given to our courier. If you have not received your kit within the timeframe expected, this would be due to a courier delay.
If you could please contact us on pcrtest@vivoteam.co.uk with all your purchase and contact information that would be greatly appreciated.
Kind Regards,
Vivo clinic
“Absolutely disgusting service. Very quick to take your money for covid tests but the tests dont arrive. This company should be shut down they are THIEVES. As for trying to get to speak to anyone on the phone dont even bother they will not answer. THIEVES THIEVES THIEVES its all they.”
Hi Angela,
Firstly, I'd like to assure you that we are a legitimate company and approved by the government to offer these services. Due to a delay with our courier, this would explain why you did not receive your test on time.
Our phone lines are very busy as we are coming up to the Christmas holidays which is why you have not managed to speak to a member of our customer service team over the phone. If you could please send us an email on pcrtest@vivoteam.co.uk, a member of our team will be in touch shortly.
Kindest Regards
- Vivo clinic
“I am hoping that maybe posting a negative review on here might persuade them to respond. I have so far sent 5 emails and held for 40 minutes on the phone to change my day 2 LFT to PCR. I so so so wish I had gone to another provider. I wonder what the chances are that they would be VERY prompt with their call-back for cosmetic procedure enquires, compared to COVID tests they have already collected money for!!”
Hi there
Unfortunately, our phone lines and emails 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 as we have several allocated team members responding to any emails via this address.
As our aesthetic enquiries are not as busy as our covid testing, customers can expect a quicker response from our treatment department due to the lower demand. I hope that we are able to resolve this for you as soon as possible.
Kindest Regards
- Vivo clinic
“I have tried two days consecutively to get in touch with Vivo Clinic. I am just being left constantly on hold for hours on end and have no email address to reach them on. I have an urgent enquiry as my compulsory Day 2 LTF test has not worked and I need to know what to do next to ensure that I am keeping everyone safe.
Hoping that by writing this will mean that I can get some sort of response.”
Hi Vicky,
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 as we have several allocated team members responding to any emails via this address.
I apologise you have not received a response but as you can imagine we are trying our hardest to respond to the thousands of people trying to contact us.
Kind Regards
- Vivo clinic
Kindest Regards
- Vivo clinic
