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Address: 205 108th Ave NE Suite S150, Bellevue, Washington, United States, 98004
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I ordered and paid for on line the stool test kit for around $149. It was delivered to my house promptly. I completed the sampling and mailed it back to them at the end of June. I have never received my test results or report. I have sent them three emails explaining this issue and have never received an email response. I have demanded that my money be returned as well. They also do not have a phone number listed for customer service, so I can't call them.
Hello ***,
Our team sincerely apologizes for the trouble you have experienced getting started with your Viome journey. We would like to assure you, we have issued a full refund to the card we have on file from your purchase. A Viome representative will be following up with you shortly to gain more feedback to help improve our customer experience and to help address any questions you may have.
I purchased my Viome Gut kit on *** on July 16 for $199. I registered and mailed in my kit within a week or receiving it. I have contacted Viome support twice as I have never received any results and their app says they never received my test kit. I would like a refund at this point or access to the results. I am not sure I would trust them to send me a new kit and actually deliver results at this point. I don't want others to experience this so I felt it was important to report. I have also filed a complaint with *** as they are listed as a prime vendor.
Hello ***,
Thank you for bringing this to our attention!
We sincerely apologize for the trouble you experienced before you could start your Viome journey and we are committed to making it right.
Please know, we have initiated the refund you requested and a check will be sent to the address you provided to our customer service team. To
make it up to you, please accept the gift of a free Viome Gut Intelligence Test. To ensure the process goes smoothly, we will be having a Viome
representative follow up soon via email to able to speak with you and address any concerns you may have.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. They have asked for a few more things before they deliver this so I can't say this is complete just yet. If they don't deliver on their promise, I'd like to be able to reopen this. I am hopeful that they remain true to their word. It will take 45 days to get the refund as it's a mailed check and the new gut test I believe they are waiting on more documentation before sending. If they deliver on their promise then I can say I am very pleased with their customer service. :)
Sincerely
I have tried several times to try and find ANYONE THAT YOU CAN ACTUALLY speak with at this company .....to no avail. In my opinion, this is a fraudulent company that could likely be a " front " .....why else would they NOT provide a customer service number ? I will be filing formal claims with the FCC, FDA, the Revdex.com, as well as with our State Attorney General's Office.
Dear ***,
Thank you so much for bringing this to our attention. We sincerely apologize for the trouble you have experienced. Please know, in the past couple months, our user base has grown faster than we've been able to handle. We understand that this is not an excuse, but as a valued customer, you deserve transparency and to know the whole picture. We have increased our customer service staff to help better support the growth of our customers and will continue to do so in or order to better support you. If you have more questions about this, we would be happy to address. Please email us at [email protected] and we would be more than happy to schedule a call immediately. Again, we sincerely apologize for any inconvenience to you and we look forward to speaking with you.
Do not buy this product...horrible customer service....I was able to order the product without chrome or Foxfire but I can't register the product without it...they should disclose the truth about using their product. Then when I asked for a refund they told me they couldn't refund the entire amount. This is a scam!
Hi ***,
We sincerely apologize for the trouble you experienced when trying to register your Viome Gut intelligence Test. Please know we hear you and we value your feedback. We have relayed this technical issue and your experience back to our team and one of our Viome representatives will be following up with you to gain more insight in order to to help better your customer experience. We are sincerely sorry for this trouble and we are determined to make it right.
Earlier this year Viome purchased Habit (a personalized nutrition company). I have been trying to contact Habit customer service for over 4 months with no response. Last week, I sent an inquiry to Viome via their contact us form on the website. I have not received a reply. I had several questions for Habit. But the most pressing one is this: Why does the 1700 calorie customized diet they provided (on the web, in print and on the app) actually add up to more than 2500 calories? I also paid for additional nutrition coaching. It's surprising that a nutritionist wouldn't notice the discrepancy in calories.
Hello ***, Thank you for reaching out. We would like to confirm that our team has been in contact with you via email as of 9/27/19. If you would prefer that we use a different email address than the one you have provided, please let us know. We have provided you a refund to the account we have on file. Please let us know if you have any other questions or concerns and feel free to reply to the email our team has sent. We are more than happy to help!
This issue is not yet resolved. I have only received a part of the refund promised. Per Viviana, I was to receive a credit for $149 and one for credit for $209. I have only received $149.
Further, the representative I spoke to said that Habit is no longer an active business. Yet, the website and app are still active and customers can still purchase a service/product on their website. There was also no notification sent to customers that the company was purchased (by Viome) and that the Habit services would be no longer be provided.
***
Complaint: ***
I am rejecting this response because:
Sincerely
Hello ***, Thank you for reaching out. We just wanted to let you know that we have attempted to contact you via email and phone call to help resolve your inquiry. A Viome representative will continue to follow up via email so that we can further assist you and help address any other questions or concerns you may have.
I payed $105.29 in June 2019 to Viome. They sent me a stool sample kit and was supposed to receive my sample in the mail and provide the service of nutritional recommendations based on my gut biome. The company guarantees to deliver recommendations within 6-8 weeks of receiving the sample. 8 weeks have passed and I haven’t received anything. I’ve emailed 2 times and can not find a phone number for the company. I want a refund.
The customer reached out to Viome and we provided a full refund on Sept 10th.
Due to a change on customer communication platform we were delayed in responding to the customer. We have apologized and provided communication.
VivianaBilling and Account Management ______________________________The Viome TeamMon - Fri
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Sent specimen almost 3 months ago. Apparently lost. Said they could send another specimen in with another higher fee. Requesting refund. None given. Submitted numerous emails and voicemails with no response
Viome was delayed in the results of the customer. Upon being contacted on August 12th, 2019 Viome offered and gave a full refund to the customer. We had a change of platforms for communications with the customer and this delayed our response as well. We consider the case closed.
We sincerely apologize for any delays in communication with the customer.
VivianaBilling and Account Management
I ordered a viome.kit then never received results after several emails and calls with no response I get an email.saying they are awaiting their ca certification and I can get a new kit or a complete refund I said Ill take the refund and was never refunded nor got an email back I called and spoke with Sam and Viviana is supppse to call me no refund yet I have been dealing with this since dec
The first message I see in our support system from *** was on Feb 7, 2019, 5 days ago. The customer purchased two kits and their associated plans for the discounted price of $598 before the information about additional requirements came to light about samples arriving from California. When that information came to light we offered a refund or a complimentary retest after we can process samples from California. Her inquiry made it to Viviana in billing yesterday (11 hours ago) at which time the customer indicated that she wanted a refund for one of the plans. That refund was processed on Viome's part immediately, but it can take banks up to 10 business days to complete their side of the transaction. Customer was made aware of this industry standard expected delay from the banks. There is nothing more that Viome can do on this. We do and did apologize for the delays associated with samples from California and the delay in responding, but based on the email address we see no evidence of communication from the customer prior to 5 days ago, and see three messages since then. Having multiple messages about the same issue in short order, doesn't speed up an already overworked customer support team and doesn't speed up external banks.
This company test bowel movement samples in effort identify health issues and determine food the customer should not eat and those they should. This company received my sample in early October of 2018. They were supposed to have my results in 4-6 weeks, which they failed to do. I request a refund me mailed to my address or another form and not to the card I purchased with because I had closed that account. The company then responded saying they issued a full refund to the card I purchased with. I responded and reiterated that account is closed and that I requested the refund be sent to me either by mail or other methods. I didn't receive any response. Now I am unable to reach anyone by phone or email. After going through this ordeal I researched the company and found that they have done this several times to other customers.
Customer was refunded on November 6, 2018 when we realized their results and recommendations from their stool test could not be done within the stated timeframe due to an untimely, extensive lab re-certification process that began after this customer's purchase. The customer was apparently upset that they got the refund to the card they paid with because it had since been closed. We cannot refund to any other card. That financial institution must make the funds available to their former cardholder. Per our response to a Revdex.com complaint by the same customer, we have reached out to continue working with the customer.
This company tests bowel movement samples in effort identify health issues and determine food the customer should not eat and those they should. This company received my sample in early October of 2018. They were supposed to have my results in 4-6 weeks, which they failed to do. I request a refund me mailed to my address or another form and not to the card I purchased with because I had closed that account. The company then responded saying they issued a full refund to the card I purchased with. I responded and reiterated that account is closed and that I requested the refund be sent to me either by mail or other methods. I didn't receive any response. Now I am unable to reach anyone by phone or email. After going through this ordeal I researched the company and found that they have done this several times to other customers. I understand the discomfort and pain a person must be in to even be tempted to do business with this company but it's not worth it. They take advantage of sick people who are in pain with promises that they can shed some light on your ailments. They are truly s
m for doing this to unsuspecting consumers. If I can leave no stars I would but in order to submit this review it's required to leave at least one star.
Customer purchased right before our lab was going through an upgrade and certification. Since this closure was unforeseen and the time required to complete certification was indeterminate, we refunded the purchase on November 6, 2018 to the card on file. Refunds only happen to cards that were charged, even if the card/account was cancelled with their financial institution. Said institution can make the funds available. We have reached out to continue working with the customer now that our lab is back up.
I have yet to receive a $399 refund from the company even though I returned the Viome package after returning it unopened. I first tried to cancel my order hours after purchasing the product by calling the company, but I was unable to reach any one. A customer service representative emailed me three days ago stating she received the returned package, and that someone from Accounting and Billing would be in contact with me soon. However, I have yet to hear from anyone from the company since. Please beware of buying from this company. Their customer service experience is horrible.
A short-handed Customer Experience team works through messages as quickly as possible. The refund was put through and takes up to 10 business days to complete. Additionally, according to our terms of service, when a kit is sent to a customer, a $25 shipping and handling fee is retained from the refund.
I sent viome a sample and paid the 399 in the beginning of Oct 2018. They said that it takes a month to get results. All month I have been waiting for the results because I have been quite sick and I have hope the results will help me determine how to get well. Every day I would log on to viome and it would say my results were pending and would be ready soon. After a month, I emailed asking when the results would be ready and they said they are upgrading their lab and they are not processing any specimens until that is over!!!! They never told me that when I paid my money and sent the specimen or during the month I have been waiting. Meanwhile I'm sick and I could have talked to my doctor and gotten other testing or treatment. Not to mention they still have my $399. This seems unprofessional and unethical. I asked them for a refund and they said they will get me one. I am not impressed.
At the time the customer signed up, we were processing samples at unprecedented speed. The customer completed questionnaires in a timely manner. All indications were that her results would be completed well within the target of 4-6 weeks. As sequencing of her sample was nearing completion, it unexpectedly became clear that our lab needed to be upgraded and certified following the upgrade. The need to upgrade became apparent suddenly, at which time we ceased accepting payments and new orders. We immediately sent emails to customers at varying stages of incomplete analysis offering a refund if they didn't want to wait for the upgrade process, since we could not guarantee our original timeframe. It is not clear why this customer did not see this message, but at the time she wrote in to inform us her desire for a refund, a full refund was issued. It is regrettable that the customer's results and recommendations were not complete before the lab upgrade process, but we are sympathetic to her case and happy to work with those in this situation. We wish her well in her journey to improved wellness.
First I went to their site and did the questionnaires, three of them. I paid for their gut analysis. They sent the package for the specimen. Then I sent my specimen in immediately. It is supposed to take 4-6wks. OK. However I cannot access their site for my questionnaires at all since day one. I just now went to access their site and got in. Then I filled out more questionnaires and then went to submit it and got a message that said you have to log in. I was already logged in. Then I went to log in again, and was unsuccessful. Something is wrong with the site. I have contacted them through their email and phone. I think they have problems with their site. They keep telling me to reset my password, which I have done about 5 times now.
Customers sign up to get unprecedented insights into their microbiome through a home stool test and agree to complete 6 questionnaires before recommendations are produced. The estimate for receiving recommendations has varied slightly since we began shipping as we improve our processes or roll out new features to our customers. The time listed to produce recommendations begins when all of the required data (sample and questionnaires) are provided to Viome. This occasionally has been as few as 2 weeks and sometimes up to 6 weeks from the time we have everything. Regardless it's worth the wait. The exciting growth of the company has necessitated upgrades to our business systems. That has resulted in occasional down time of servers for short periods as they get upgraded.
I have called and emailed to no avail. I cannot login to their site. I still rate them at a one. I have not been successful getting onto the site to take the tests required.
Customer login issues were resolved the last week of July. We can see she has logged in 138 times between July 30 and November 1, 2018 so this appears to be a good sign.
Purchased a kit to analyze gut biology. When I received the kit it required the manditory completion of a survey including mental health and other personal issues not mentioned on the Viome website.
Following is a text copy and paste from the main page at https://www.viome.com/ describing the process:
How it Works
We believe there is no one-size-fits-all diet for your good health. After all, one man's food is another man's poison. In three easy steps, you can be on your way to feeling better, losing weight and having more energy!
Step 1 - We send your easy to use at-home kit to collect samples from you.
Step 2 - We analyze your samples in order to understand what nutrients and toxins are being produced by your gut organisms.
Step 3 - We recommend which foods you need to eat and which foods you need to avoid to restore your gut & reduce inflammation.
We do not sell supplements or probiotics. We may recommend these if we see that your gut would benefit from them in order to balance your metabolism and minimize inflammation.
There is no mention of a requirement to complete a highly personal survey as a precondition of testing.
We contacted Viome by email. An individual identifying themselves as Ted indicated they would refund the money if we returned the unopened package. We wrote back indicating we had opened the package once received and discovered the requirement to answer a personal survey.
They did not respond.
The claims are false. The last communication with the customer was from us, that we would make an exception if they returned the kit. That was shortly after receiving the customer's complaint on 11:53PM, May 28, 2018. No communication was received from the customer until this notice. The email indicates that we would make an exception to the Terms and Conditions and Privacy Policy and refund everything paid minus a nominal $25 restocking fee.
The customer must check a box indicating agreement to the Terms and Conditions and Privacy Policy before purchasing our kit and service. The website prevents a purchase without checking this consent.
Upon receiving the inquiry from the customer, we indicated that we do not reimburse return shipping charges and it wouldn't be necessary if they return to sender as they received it. Note that it is not necessary to open the package to answer the questionnaires in the software. The software and specific questionnaires are available upon sign up, even before receiving the physical package. We were prepared to work with the customer further, but no further communication was received.
The Privacy Policy (see below) also indicates that a customer can choose to not answer questionnaires.
From our Terms and Conditions, paragraph 8:
"Please note that Viome does not provide any refund(s) for current service plans or enrollments, even if you cancel your account before the current service period expires. In addition, you will be responsible for paying any balance due on the account when you cancel. You agree that we may charge any unpaid fees to you through the payment method you provided during registration, and/or we may send you a bill for such unpaid fees."
From the Privacy Policy:
"If you agree to be in this study, you will do at least some of the things shown below. You will collect samples in the same way it is done for other medical reasons. All study tasks are low risk.• Create an account on the Viome app and/or the Viome website.• Answer the questions in the app and/or the Viome website. You may choose not to answer any questions that you do not wish to answer."
In conclusion, the customer did not respond to our last communication no May 28. There is no basis for the claim and we went above and beyond the agreed upon policy to accommodate customers who change their minds. We spell out Terms and Conditions as well as Privacy Policies clearly. Charging restocking fees after we spent money to ship a kit is industry standard and reasonable.