Spotlight: What are our customers saying?
It's my first week in UK. I bought a shoe cabinet in vidaXL. All the things need to assemble myself. Thanks GOD the rack is easy to assemble for a girl. And it's easy to clean with damp cloth. I...Read on
We bought this on April 6th 2021 We have built it to your instructions and firstly the window in the roof won't open as it does it falls out Today 3rd May 2021 all the windows have blown out an...Read on
Product arrived with a cracked top. They send a replacement quickly but after a week the table leg cracked. I've been offered another replacement or £15! After sales service is rubbish. I'm enti...Read on
Vidaxl has become one of the common habits. Whenver I need to purchase anything of my households of any category like of furniture repairing N all. It is the first and only place I GO. Easy, Af...Read on
SCAMMER! DO NOT BUY ANYTHING! I bought a leather butterfly chair. When I received the item, I found that it was defective and made not of leather, but of artificial material. I have completed th...Read on
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It's my first week in UK. I bought a shoe cabinet in vidaXL. All the things need to assemble myself. Thanks GOD the rack is easy to assemble for a girl. And it's easy to clean with damp cloth.
It's free delivery. Shipment nearly a week ?? can't remember the exact time.
On the whole, satisfied.
Thank you for taking the time to leave a feedback about your experience!
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We bought this on April 6th 2021
We have built it to your instructions and firstly the window in the roof won't open as it does it falls out
Today 3rd May 2021 all the windows have blown out and the seedlings and plants I have purchased to put in the greenhouse are now in my dining room , its ridiculous. Your sales pitch says strong and secure thats not true .we need something doing its not on with whats happened and its not even bad rough weather yet I hope to hear from your company within the week
Wooden garden folding table
Product arrived with a cracked top. They send a replacement quickly but after a week the table leg cracked. I've been offered another replacement or £15! After sales service is rubbish. I'm entitled to a fu refund . Will never shop with them again. Product is soft wood rubbish but not at a value for money price.
One stop shop for household purchase
Vidaxl has become one of the common habits. Whenver I need to purchase anything of my households of any category like of furniture repairing N all.
It is the first and only place I GO.
Easy, Affordable. you get everything under one roof. varities & brands.
I purchased a £430 electric awning through Amazon, not realising that the company is based in the Netherlands and was not notified that the product came in three separate packages. The first package arrived in a battered box loosely held together with sellotape. I requested a refund thinking parts were missing then a few days later the other two packages arrived. There were a million parts with very basic instructions. My husband managed to put it together and we eventually erected the 55kg awning only to find that the motor was completely dead and the hoop to hook the crank handle in was missing. I informed the company who offered a part refund of £70 😞, which I reluctantly accepted because it was more hassle to take the awning down and I thought I might at least be able to use it to find the spare parts, which were subsequently nowhere to be found. After complaining via Amazon and also directly to VidaXL, they later informed me they could send me the spare parts instead of a part refund so I asked them to cancel the refund and send the parts because the awning is currently inoperable. I waited a week because they said they were waiting to hear from their finance department. Another week later they have told me the refund has been issued (despite me requesting cancellation) and they refuse to send or even let me purchase the spare parts. Amazon said they would obtain the spare parts on my behalf, but were unable to do so because VidaXL said they’d issued me a part-refund, which at the time they hadn’t. So I’m left with a useless Awning and the refund has not yet appeared in my bank account 😡 Appalling customer service - I wouldn’t risk buying anything from this company again!!
SCAMMER! DO NOT BUY ANYTHING!
I bought a leather butterfly chair.
When I received the item, I found that it was defective and made not of leather, but of artificial material.
I have completed the appropriate return documents as per the Seller Returns Policy.
The seller accepted my request and set a date for the courier to come pick up the item. But I was deceived - the seller still did not pick up the defective item and did not fefund me.
Great quality good service!
Yeah very convenient
I'm the person that doesn't bother to leave reviews. But man, does this company deserves it...
In short, already 3 months have passed and I'm still "fighting" over my refund that wasn't issued even though the products were returned 3 months ago.
Full story? Buckle up, this will be longer one.
After inspecting the delivered product (toilet), it didn't look as I had hoped it would. So I decided to make a refund. I've made the request and the company ordered a courier to pick it up. Courier didn't arrive and informed me that they couldn't find my address. No surprises here, because the company ordered services from the couriers neighboring companies department and not my local one. Anyways, after the first fail, they made a request again and this time the courier came and made the pick-up. VidaXL requested that I notify them after the pick-up was made and I did just that. They replied that a refund will be issued within several weeks.
Three weeks passed. No money and no updates. First red flag. I've contacted their support and they told me that they had received only 1 out of 2 boxes. I was shocked. The courier definitely picked up both boxes. I've told them just that and offered to double check with their courier partner. Second red flag. Their support doesn't actually support you. They demanded that I figure this on my own by contacting their courier partner.
I contacted their courier partner and they confirmed that their employee had indeed picked both boxes, but accidentally logged them under 1 tracking number. Which is why VidaXL could only see 1 box delivered on the couriers tracking system. Courier also confirmed that both boxes were delivered to their storage. Third red flag. A normal business would simply contact their storage and ask someone to double check the returned products. They however seem to overcomplicate things with strict in-house bureaucratic processes. Apparently, their systems only see 1 box because of the 1 tracking number.
Anyways, I've sent them screenshots of my communication with their courier partner confirming that both boxes were delivered. Support notified me that the refund will be issued within 2-5 business days.
More than a week had passed and once again no refund or any update. I've contacted their support. Support responded with the same message the previous employee had written me: "we can't issue a refund, because only 1 out of 2 boxes were returned". Fourth red flag. Their support team doesn't even seem to track ongoing customer support tickets. This obviously explains why they don't follow-up with customers, or why they treat every request as a new case. As sad as it is, I once again repeated that the mistake was done by their courier partner and that all confirmations have been already sent to them. And again their support confirmed that the refund will be issued within 2-5 business days.
Guess what happened :D That's right! After 1-2 weeks no refund and no updates. Now I could write down every single disappointment of a conversation that I had, but honestly they're basically the same. I contact them>Support see's only 1 box in the system>I provide proof>support requests refund from their finance department and gives 2-5 business days time frame>finance dep doesn't issue refund, because they only see 1 box within the system (Because who needs to update their system, or leave a note to finance dep, that this was already solved)>nobody notifies me and after I don't receive my refund within their promised period, I contact them again.
And round and round the circle goes. 3 months, 5-7 circles and counting... Funny thing is that with recent circles they actually tried to put the blame on me. As if it's my bad that their partner courier made mistakes and they can't fix their internal processes. What made me laugh out loud was when I saw their LinkedIn job post for Retention Manager :D No wonder they can't maintain their clients. Look at how they operate :x
Anyways, I'm tired of their incompetence, so I'll be going to contact appropriate authorities to take it over (Police and Consumer rights organization). Fingers crossed they'll manage them.
As for anyone who considers using their services - don't. Your time is not worth being wasted on Sisyphus tasks.
Don't order anything from them! I ordered a gazebo dome tent from then 11 months ago and they gave 2 years warranty, right. Total cost 270.99 Euro's. The tent started to rip, so they offer 1: 20% refund or replacing the faulty part. Part options are everything accept for the part that is defected. Asking for a manager nope they just keep leaving the chat.
TERRIBLE!! BUY ELSEWHERE!
Sold me an add on item to my lounge kit that does not match. Customer service provided no solution or outcome and are completely illiterate.
Garden multi tool
Poor tool that is not up to the capability of doing everyday garden jobs. Spoke to Vidaxl and they do not wish to put right .They offer me a replacement after I was told I would get a full refund on return of the item,they have now back tracked on this refund.I have had countless conversations with them via email and they will not recognize their promise of the refund they offered.Any one reading this I would not buy anything from this company.The product I bought was of poor quality and not up to doing the work
I ordered an outdoor rug costing £57. I receieved a rug approximately 10 days later however, it was not the rug i had ordered. I notified the company who explained i would need to repack the rug for collection, i could chose a day for collection although they were unable to specify a time so i would need to wait in all day. The resent the rug. When my parcel arrived, this time it contained a tool box, again im told it was a 'picking error at the warehouse'. I now have to repack and wait in all day for a collection. So 6 weeks later i have paid for a rug i did not receieve and have had to wait in all day on two occasions for the incorrect item to be collected.
3m×3m aluminium gazebo
Worse purchase I've ever made..what I heap of ... and a heap is what it now is as it collapsed before if was half built.
Parts of poor quality instructions worse and had to replace rivets as ones in the product were loose.
Roof didn't fit at all and getting no help from emailing them.
Avoid this company they sell cheap Chinese ... and don't waste your money.
Bed frame, duvet and duvet cover set
Horrible customer service, products of extremly low quality. Bed is super flimsy. Will never buy anything again.
3x4.5 pop up gazebo
This item I purchased through eBay. It never arrived and 6 weeks on still no refund. They are dreadful, no way of contacting them. They have stolen my money . Thieves
Bestway 32ft x 16ft pool
Purchased this pool on what appears a uk website and paid pounds for the pool. Annoyingly when it arrived after a week and after spending a day building the pool I found out that the sand filter has a European rcd plug on it. So this must be a European imported product. Called Bestway and they said as it was imported it will have no uk warranty. Tried to discuss with Vida but have got nowhere. They should not sell European products which are not compatible with UK sockets.