“Having tried to change my lateral flow tests to PCR tests on my return to Scotland on 16th December I was informed that Vivo do not do Day 2 tests as Scotland have "different requirements" but they do PCR fit to fly tests!!
Vivo has not responded to my request to explain what these different requirements are. All they have to do is send the testing kits and I would return them to their Edinburgh office within 2 days of return and they could send them to the laboratory for testing. Simple but obviously not for Vivo who are happy to keep your money.”
Good morning Peter,
In Scotland, we offer a home kit service that can be posted out to your address. If you would like further information or clarification on this, please email pcrtest@vivoteam.co.uk.
Regards,
Vivo team.
“Test haven’t arrived and company does not proceed with refund
Terrible!!!
My complaint has nothing to do with the changes on PCR Day 2 test, called them, email them and yet I’m suffering to get any response from their side.
As explain tons of times, I’ve made 2 orders in the same day, on November 12 and only one arrived.
Asked multiple times for the refund and they are completely ignoring me;
Here are the 2 orders:
1st: #VIVOC1095715 - this one arrived under track number QC285712146GB. It’s everything fine with those ones.
This is the 2nd one: #VIVOC1095999 that was paid and we haven’t received.
We also sent the payment proof from the ITAU bank (Brazilian bank), I’m not in the country anymore and the only thing I want is the refund of the £29,78 from the tests that haven’t arrived.
Gabriela”
Hi Gabriela,
Thank you for providing your order numbers. We have checked the delivery status for both of your tests with our courier and they have confirmed that both kits were delivered on 15/11/21. If you could please drop us an email on pcrtest@vivoteam.co.uk then we will be able to provide your tracking number to you so you can chase this up with royal mail.
Kindest Regards
- Vivo clinic
Hi there,
Our phone lines are very busy at the moment along with our emails due to the high volume of customer's trying to contact us. If you could please send us an email on pcrtest@vivoteam.co.uk, a member of our team will be in touch shortly.
Kind Regards
Vivo clinic
“Please could someone fromVivo clinic advise me how to contact them about an order. Impossible to get through on the phone and no one responded to my e mail!!”
“I want to adivese everyone in every review page about the awful experience.
A week before my trip, I wanted to cancel my antigen tests because they no longer served to enter England. According to them they cannot refund my money because they have already offered me an order number although I want to cancel everything, and "that means a part of our service has been delivered to you".
Impossible to contact them to reach an agreement and have all, or AT LEAST MOST of my money returned. I don't want discounts on PCs or at the clinic, I want most of my money back.
Hundreds of messages to a thousand different accounts for nothing.
Do not buy here because they will only keep your money.”
Hi Monica,
We cannot make a cancellation as your test would now be with our courier. It does also state in our terms and conditions that we cannot provide refunds or be held liable for changes to government legislation.
We are experiencing a high volume of calls and emails at the moment so I kindly ask that you are patient while waiting for our response.
Kindest Regards
- Vivo Clinic
“Have done everything as requested, however am unable to scan the QR Code. Have now been on hold for 1hr 25 mins trying to get through to someone to help. Having read these reviews, I am now very worried that I will either have no one answer the phone or no one able to help!”
Hi there,
Unfortunately, due to the recent government announcement, we are experiencing an increase in calls and emails. I'd advise you to contact us via pcrtest@vivoteam.co.uk as you may receive a quicker response.
I'd also advise you to ensure you have followed the instructions carefully to make sure you are inputting all the information correctly. Please make sure the device you are using to scan the QR code is clear.
Kind Regards
- Vivo clinic
Hi Bryan,
I'd like you to tell us where we have gone wrong with the service we have provided as customer satisfaction is very important to us and we are always trying to improve our business.
If you could please send us an email on pcrtest@vvioteam.co.uk that would be great.
Kind Regards
- Vivo clinic
“Everything! I ordered my test 10 days before my arrival in the Uk. The test never arrived. I was only in the Uk Friday to Monday to visit my elderly mother: I spent a lot of my time waiting endlessly on phone in vain for Vivo to respond on telephone number but gave up. At the airport myself and another passenger who had also ordered a test from Vivo Clinic did not receive the test. Both in the same predicament we tried to explain at the boarding gate. I had done a NHS lateral flow test and had the result on my phone. We were both unable to board our flight. We intend to report Vivo clinic. It is scam!”
Hi Amanda,
Once you placed an order, you would've automatically received your reference number which will allow you to enter the UK, therefore, I am unsure as to why you had difficulty while at the airport.
As we have 1000's of customers trying to contact us, we are trying our hardest to answer everyone. If you could please contact us on pcrtest@vivoteam.co.uk to resolve this that would be great.
Kind Regards
- Vivo Clinic
“really happy with the service they gave me as it was so easy and straight forward. i havent had any issues with them in the past and i will continue to use them.”
“My test (negative) was rejected because, having done the form on my phone, I missed something out. I resubmitted the form and telephoned. I waited 45 minutes on the telephone this morning to get through and gave up. Rang later and got through, to somebody called Fifi, apparently. That was the name she gave, anyway. She couldn't understand what I was telling her; I had to repeat everything several times before she even began to grasp it. I have now submitted the form for a third time (the second submission didn't arrive, apparently. Really?) Sub-standard staff, sub-standard service.”
“We ordered two day-2 tests to be delivered to the hotel the day after we arrived. They sent them a week early, and when we arrived it turned out they only sent one test. They promised us a test at their clinic the next day. Then they promised to have a test delivered to the hotel on day 3 before 13:00, when we had to leave. It never arrived. We needed to call them three times, and every time the waiting time was about an hour. We were in the UK for three days, and we wasted three hours on the phone with Vivo. And they broke every promise they made.”
Hi Sander,
Firstly, I'd like to apologise for the inconvenience caused. We do advise that if you are delivering your test kit to a hotel that you have not arrived at, to ensure a member of the hotel team is aware of your order. We have had hundreds of kits returned to us from our courier as the hotel staff have rejected the test kit.
Once you place an order, you will receive your travel reference number which will allow you to enter the United Kingdom meaning a part of our service has already been provided to you. To resolve this situation, we will send out the missing kit to you or you can attend one of our clinics located around the UK to collect your test.
Unfortunately, our test kits are non-refundable as per our terms and conditions as the travel reference number has been provided which has allowed you to enter the UK. Our call wait times can be up to an hour during this busy time of year.
Our kits are also sent separately if you made two separate orders which would explain why only one was received as a different staff member may have rejected the other test when it was delivered at a different time.
If you still require your test please contact us on pcrtest@vivoteam.co.uk.
Kindest Regards
- Vivo
Hi there,
We do advise that you carefully follow the instructions included in your test and ensure you are inputting the correct details when trying to register your day 2 antigen test. If any details are incorrect, this can cause our website to reject the registration which is why we advise you to follow the instructions carefully.
As we are near the Christmas holidays, it can be quite busy for us and our call times can vary from 1 - 2 hours. I'd advise you to contact us at pcrtest@vivoteam.co.uk so a member of the team can help you.
Kindest Regards
- Vivo
“Purchased day 2 tests before returning from Portugal earlier this week. Did all the right things and put info and evidence on their web-site within time scale. Sure enough heard back from them by e-mail Friday morning. My husband and I had both sent photographs of our clearly negative tests with the relevant reference numbers. We got back separate e-mails but the reference allocated to hubby was also on my e-mail !They said I was “positive” and hubby was “negative” so explain that one ?? What’s happened to my reference number ?? I wouldn’t use this cowboys ever again ! Then I tried to phone them and held on for an hour being repeatedly told that an agent would be with me shortly. Amazingly part of the repeated recorded message said “ We are open 24 hours a day 7 days a week you can even talk to us when you are at the airport” ! ! How totally ludicrous is this. I have also e-mailed them twice and as yet not received a response ti either.
Naturally their e-mail instructed me to isolate which wasn’t on hubby’s email despite it being the same reference number. It just takes the Micky out of the whole thing.
PLEASE AVOID THESE PLONKERS LIKE THE PLAGUE”
Hi Tanya,
I am slightly confused as to why you needed to email a photograph of your test to us as the registration is done through our website. As I do not have your full details, I cannot have a look into this matter for you and provide a relevant response.
We are trying our hardest to respond to everyone, however, this is a very busy time for us so our response is not as fast as normal.
I advise you to contact us at pcrtest@vivoteam.co.uk for further help.
Kindest Regards
Hi there,
As per our terms and conditions, we do not offer refunds for any PCR or Antigen test service. It does clearly state this within our terms and conditions in which we provide a link to read through before you make payment.
I'd advise that you read through our terms and conditions if you do wish to purchase another service from us in the future to ensure you are aware of what we can and cannot do.
I will include a link below which will direct you to our tc's and c's so you can have a quick look if you wish to.
https://vivoclinic.com/shop/terms-conditions/
Kindest Regards
- Vivo Clinic
“I am traveling to the UK in the coming days, I filled out the form online for a lateral flow test for myself and my wife and when I tried to send it the message that appeared was 3D secure response denied. I tried 3 more times without success. Then I called Visa and was told they had all 4 requests for payment pending, the problem was with Vivo clinic processing, and Visa cannot cancel the requests their end. I have tried calling Vivo twice ..each time I waited 30 minutes before putting the phone down. So much for “your call is important for us”. I’ve also sent an email with no reply. I will continue to try and recuperate 3 of the 4 sets of tests I appeared to have signed up for but it’s been a highly frustrating experience.”
Hi there,
If the transaction did not go through via our website checkout, then we have not received the funds. Typically, the transaction may show as pending on your bank account but the money will not process through and will return to your account shortly.
I apologise for the inconvenience this may have caused, but I can assure you that we have not received the funds on our side. If you could please contact us at pcrtest@vivoteam.co.uk if these funds have still not been returned to your account.
Your call is important to us and we are trying our hardest to respond to each customer, however, it is quite a busy time meaning it can take a little longer than normal.
Kind Regards
- Vivo Clinic
“Paid for 2 tests and gave the date that we returned to the UK. Vivo only sent one test and that was sent far too so there was no one to sign for it. Spent an hour waiting for the phone to be answered - the assistant said she would ring me back. No return call. Then had to spend another 1 hour 33 minutes on the phone again. The second assistant said that she would send one. The system to upload the first test is awful it would not take the scanned QR code - not even sure why they want that as they already have a photo of the cassette.
Possibly the worse firm I have dealt with for years. Wasted almost a full day on something that should have taken minutes.
Don't touch them with a barge pole.”
Hi David,
Unfortunately, we cannot send these tests on specific dates meaning once your order is placed, it is packed and ready for shipping. If you placed two separate orders, this would explain why they arrived at different times.
I apologise that you did not receive your call back immediately, however, as this is a very busy period for us, our call waiting time will be longer than normal along with our email responses.
We do advise you to follow the instructions carefully to ensure the system allows you to scan the QR code. We cannot assign the code to yourself once the order is placed as we can't open the test kit to retrieve the QR code which is different for each kit.
If you could please contact us at pcrtest@vivoteam.co.uk if you have not yet resolved this matter.
Kindest Regards
- Vivo Team
“I paid for the next day fit-to-fly PCR test in Newcastle. When I arrived at the clinic on Sat 6th of November at the booked appointment time there was no-one to let me in. After someone in the building for another reason kindly opened the door, I found no signs the testing area. I walked around several floors of the building and after 20mins found the two people who were doing the testing. The test was done, and I received the confirmation email from the Randox company they use. However, I never received any results. I called the companies helpline several times through the night, only got through once and was told to wait until 8am. I then held on the phone for 90mins before giving up and scrambling to find another company and paying another 225GBP for a same day test that enabled me to fly home.
Terrible company, terrible service, I still have no results.”
“Day 2 test never arrived despite accepting my payment. Never managed to get hold of them - this place is a scam! I can't believe it's suggested on the official nhs website!!”
“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.”
