Awful
We booked through yourselves as you sell yourself as being the quick service and guarantee results by midnight, we had to get a quick test as our dad has passed away and needed to travel abroad in 2 days. At midnight we hadn't heard anything and spent 6 hours on the phone chasing up through yourselves and got nowhere passed from pillar to pillar. Our flight was at 630 which we missed and can no longer travel to bury our father. We were told that a manager would be ringing us at 9am but again heard nothing. When I contacted your customer service I was met by a rude member of staff who told me I should be ringing the lab to chase the results myself and that there is nothing he could do. No compassion was given and he even said he didn't care what the reason for our travel was. You have zero customer service and have wrecked our chance to say bye to our dad!
Reply from VIVO Clinic
Dear Kate,
Firstly, I would like to sincerely apologise and give our condolences.
We are aware that your results were not received the same day which is within the guaranteed timeframe. We are unsure why this is and are looking into this with the laboratory to investigate what has occurred, as the samples were collected by a courier from the clinic and taken directly to the testing site.
We understand your circumstances and do sincerely apologise about this. I believe a full refund was offered to you as well as a free retest.
If you can kindly send us an e-mail on management@vivoteam.co.uk, so we can discuss this further with you.
Kind Regards,
Vivo Clinic Management.