“Terrible experience, paid for same day test for my son, no result! Had an extremely stressful night, it’s 5:08 we are at Manchester airport and no result yet!!! I’ve been on the phone for 1 hour, answering machine says 24 hours line but no reply!!! Likely we will miss our flight because of no PCR result, we are fuming!!! Terrible experience”
“I am currently at Manchester Airport and it's 06:17 on the 31st of March. I too a PCR one day result test in Leeds at 10:45am yesterday AND STILL HAVEN'T received my same day test results. I rang at 22:50 and was told they'd arrive at 23:00. At 12:45 I rang for 38 minutes and wasn't answered by the supposed 24 hour service there for my peace of mind. Ha a stressful sleepless night followed by still no results!! Very poor service.”
“I am halfway through my course and really beginning to notice a difference through my treatment. My therapist Jennifer is such a lovely lady and mindful of my end results. Jennifer always makes me feel so welcome and after each appointment I feel so relaxed and happy”
Good morning,
We're sorry to hear that you have had issues in contacting our team. Our phone lines were considerably busier than usual yesterday which is why you may have experienced trouble in getting thorugh to us. Please call us on 0333 305 8486 or email us on pcrtest@vivoteam.co.uk.
Regards,
Vivo Customer Care Team.
“Impossible to contact you. Emails sent to the address you give on your website just get returned by the email provider. Am trying to cancel an order made yesterday that has not yet been dispatched. Support ID X369165 Order: #VCXV0369165”
Good morning,
After investigating this matter, you ordered this test at 8pm on Monday and was dispatched at 5pm on Tuesday. It is now in the hands of our courier, RoyalMail, so please contact them on 0345 774 0740 for an update on the whereabouts of your test.
Regards,
Vivo Customer Care Team.
“Be very careful when ordering products from this company. If you make any mistakes on your order, they will not entertain any refunds, even if the products have not been dispatched. I ordered home test kits from the internet and after realising my mistake tried to cancel an hour or so later. Maybe a no refund policy might be suitable if medical products have already been delivered, but in this case there is no reason to not help. Just sucks. They do call to offer to upgrade you to a much more expensive product or service. but unfortunately the email they provide to resolve any complaints is useless. They don't respond to that. Covid testing is stressful enough without added bad business practice. AVOID”
Good morning Chris,
Please call our customer care team on 0333 305 8486 as if you have not used the mistakenly ordered test kit or it has not been sent, we may be able to resolve this for you.
Regards,
Vivo Customer Care Team.
“"Full instructions provided" it says in the advert.
No instructions provided when it arrived.
A web site dedicated to just selling you a product, with no support or helpful information on it. Critical information, like upload url for photos not available anywhere, no instructions on what to do with the results. Seems the only focus is taking your money, then they're not interested in providing a usable service.
Waste of time and money.”
Good morning,
The insutrcutions to your test kit should have come into the box alongside your test. If this was not provided for a unknown reason, as this occurance is very rare, then you could have contacted our 24/7 customer care team.
Regards,
Vivo Customer Care Team.
“Ordered day 2 PCR tests last November,have received nothing but the occasional email saying it’s been escalated to higher management, which is a joke, I want my money back,they are are just a bunch of crooks, reported to BBC watchdog, if enough of you on here do that they will look into them”
Good morning Gary,
We're sorry to hear that your experience with us does not meet our usual high standards. Please can you update your review to include your order number so I can have a member of our customer service team look into your account and give you an update on your refund request?
Regards,
Vivo Customer Care Team.
“Scam company, take money for day 2 lateral flow test as a requirement for passenger locator forms…it’s been 1 month and absolutely nothing has even been sent. I emailed them twice, only 1 reply “You have not received your order would you like your tracking number?”…I asked for a refund as I’ve LEFT the U.K. already! I was there 2 weeks! Been and gone and essentially broke the law by not taking the test because this company didn’t even send it. By the sound of other reviews they are only taking money and not even shipping orders!”
Good morning Jennifer,
We're sorry to hear that you did not receive your day 2 test. Your first point of action should be to contact RoyalMail on 0345 774 0740 to try and locate your package. Once you do this, we can take action based on what they say as if they have lost your test, we may be able to either issue a refund in the form of a credit note or send out a replacement test.
Regards,
Vivo Customer Care Team.
“What a truly horrible company VIVO is. I booked and paid for 4 PCR tests when they were still required to enter the UK. Now that it’s no longer a requirement and it’s not necessary for us to take the tests, I politely asked for a refund, which is being refused. This is so much money that you are keeping without providing anything whatsoever in return. A credit good for two years is not going to do me much good since I live here in California. VIVO should be ashamed of themselves for ripping people off in such a blatant way. So shameful. Their usual response is that it’s in the terms and conditions that we agreed to and signed when we made the booking. That still does not justify keeping peoples money this way once the regulations changed in the UK. Other testing companies in the UK have agreed to do the right thing and refund customers. So should you.”
Good morning,
Our terms and conditions are clear regarding this. You need to accept that our medical services are non-refundable at the point of online checkout. Our tests cannot be refunded on the grounds of a change in regulations thus this is why the alternative of a credit note has been offered to you. Credit notes can be used by yourself or your friends/family so this is the best compromise we can offer at this moment in time.
Regards,
Vivo Customer Care Team.
“Ok so e mailed as requested still heard nothing ? no courtesy e mail to advice they have received it and are looking into it ! Again posting on here as no response from you otherwise ! Called also and requested Management call me …no phone call either , really poor service”
Good morning Wendy,
In your last review, I requested that you update your review to include your order number and full name so I can provide you with an update on your refund request. Please can you do this so I can try and resolve this for you.
Regards,
Vivo Customer Care Team.
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.
