Spotlight: What are our customers saying?
I received a broken wall mirror from this company. I placed an order on manomano but apparently certain items, like the mirror, come directly from VidaXL. I contacted someone from manomano on...Read on
Very poor quality, very flimsy. Complained, got a partial refund. Greenhouse lasted 1 windy night. Woke to find panels and door blown out. Would Not reccomend. Save your money!Read on
Hands down the worst customer service I've ever experienced. I received an entirely broken dining table, and the process to try to get a replacement was horrible. Their phone lines don't work, thei...Read on
I didn't managed to buy the projection screen as I needed to have the right measurements first. There is an error in the figures given on the website as a 63" diagonal cannot, mathematically s...Read on
Waterproof storage box filled with water!!! Flimsy construction! Not fit for purpose.Read on
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Wall Mirror M210329250487
I received a broken wall mirror from this company.
I placed an order on manomano but apparently certain items, like the mirror, come directly from VidaXL.
I contacted someone from manomano on their online chat, I explained that the mirror was smashed and I would like it replacing and needed this one to be taken away. I was told that wasn't a problem and provided photos as requested. I was told by manomano that VidaXL would contact me the following day to arrange the replacement.
VidaXL sent me the email the following day as promised, only, they asked for photos? I advised that I had already sent photos which should've been sent on to them by manomano to save this repetition I asked them how soon they could get my replacement to me and remove the damaged one, it's a very big wall mirror and I don't have the room to store it safely being disabled and having 2 very young children. I obliged and attached photos in the email. I received a reply the following day asking whether I would like a replacement or refund, again repeating myself I explained that I wanted a replacement and could they tell me when it would be and would the broken one be collected at the same time?
I received a response telling me that they did not need the broken one back and to dispose of it as I see fit and they would send me a replacement.
I explained that it's not a matter of them needing it back, I need it removing. I am disabled and am still shielding so cannot take it anywhere, it won't fit in my bins due to the size and fact that I'm unable to break it down and if I leave it out to be collected with the regular council collection then I would be charged! Please could you have it removed.
I received the same response - we don't need it back, we've sent a replacement, dispose of it ad you see fit. So I AGAIN explained my circumstances and that I thought it extremely unfair that they were expecting me to pay to have it removed. I received the same response - we don't need it back, we've sent a replacement, dispose of it ad you see fit. This went on for a while, so I tried to explain it a different way and asked, are you really expecting me to either pay someone to come and take it away? Or for me to somehow balance it on my wheelchair and make the 6 mile trip to the recycling centre and back with my 2 young children in toe? Yet again I received the same response from them.
They are absolutely disgusting and wouldn't know customer service if it bit them in the face and introduced itself.
I don't even want the mirror now to be honest I'm reluctant to order through manomano again either.
This mirror is still in its box smashed up leaning against the wall in my hallway where I can't get past it with my wheelchair. I'm gobsmacked at the attitude of the people at VidaXL. I say people, I'm beginning to think they just have a robot typing the same email responses.
Very poor quality, very flimsy. Complained, got a partial refund. Greenhouse lasted 1 windy night. Woke to find panels and door blown out.
Would Not reccomend.
Save your money!
Hands down the worst customer service I've ever experienced. I received an entirely broken dining table, and the process to try to get a replacement was horrible. Their phone lines don't work, their chat representatives are not only unhelpful but downright hostile, and their email communication is either late or nonexistent. I highly recommend purchasing elsewhere.
Portable projection screen
I didn't managed to buy the projection screen as I needed to have the right measurements first. There is an error in the figures given on the website as a 63" diagonal cannot, mathematically speaking, be 165 W x 170 H as stated. As it is going in a tight space these are crucial.
All my attempts at contacting customer services have ended up in failure. No reply to emails, unusable phoning times, useless chat repeating the wrong information without trying to clarify things.
The price was attractive if I'd known what exactly I was buying!
Obviously can't comment on delivery but had to star it, so gave it 2 for the benefit of the doubt!. I have given up and won't bother to come back.
Rattan Storage Box
Waterproof storage box filled with water!!!
Not fit for purpose.
I have ordered a bed on the 17-th of December. The following day I received an invoice with Track and Trace link that stated that my order has been processed and is ready for shipment. Since then the status of my order has not changed. Customer Service was very unhelpful in tracking my order; and now that I am asking for my money back, VidaXL is REFUSING to give me a refund, saying that I should wait for the delivery, refuse it and then they will refund my payment! The point is, the delivery is NOT COMING!!!
My son is having the same issue. Order placed, money taken, tracking number received but nothing. Have tried Customer Service and got absolutely no where. Now it looks like theres no way for him to get his money back.
They told me the same thing when I tried to cancel my order because it was getting sent to the wrong address. How can I refuse delivery when it's going to an address I'm no longer at.
Ordered items which proved to be unsuitable... several failed attempts to collect as courier did not turn up... Checked my account recently only to find i had not received a refund items were collected February 2019.. After lots of emails they have told me that the refund was not processed 😳🥳... Now having a to and fro email competition... I've forwarded the refund note and I'm still in a battle to obtain a refund... Avoid this company like the plaugue...
Ordered chest of draws, book shelf and a desk. They arrived damaged, packaging was damaged and when assembled the quality was a lot substandard than the photos on their site. They offered a 10% refund of value or a full refund by returning to Netherlands at my own cost! Was well annoyed. Lost my money and stuck with cheap damaged furniture. Not a bargain furniture site, overpriced cheap furniture site!
The item arrived one week later and broken!
I tried to arrange with customer service for the return and for 3 times they had joke of me, I had to spend all the day at home waiting and the courier never arrived.
No possibility to have the refund of my money without the return...and they don't care about it, they have my money since one mo th and I'm very disappointed!!! Worst experience of buying online in my life!
if it were possible to leave negative stars i would! You have taken money from my account again. This should not have happened. I CANCELED this order back in May because it wasn't going to be in stock for months...and was refunded the money BUT THEN YOU CHARGED ME ($125.99) AGAIN A COUPLE OF WEEKS AGO... FOR NOTHING. the original order 1615901587528048. I canceled the order on may 22 and was refunded the full amount then it was taken out of my account again. i have contacted vidaxl over 20 times in the last month and they have me receiving the item the same day that i ordered it. I CANCELED THIS ORDER. i have NEVER RECIEVED ANYTHING FROM THIS COMPANY. nothing has been done TO RETURN MY MONEY FOR OVER A MONTH NOW. BEWARE!!!! DO NOT BUY FROM THIS COMPANY!!!
Appalling service from this company. Sent an item of furniture which was delivered damaged. After contacting the company with photos of the damage I was offered a £10 refund for the damage- on an item which costed nearly £400!
Still waiting for the issue to be resolved - am stuck with damaged goods and a company not responding to calls and emails.
I would not recommend this company at all.
Gazebo / Marquee
Bought a Gazebo for my son's 1st birthday, but before I was even able to put it up fully several of the flimsily thin metal poles snapped under virtually no pressure. I've never come across such a poor quality product in my life. I had to try very hard to not allow it to ruin the day.
Awful customer service. No phone number. Chat keeps dropping out. Item collected two weeks ago and still no refund
vidaXL Desk White 100x50x76 cm Chipboard
I previously bought a cat tree from them, and the pieces I received were incorrect (some pieces duplicated, some missing). After weeks of emailing them, they sent a replacement- same problem! After yet more weeks of emails, finally managed to get a refund from them and gave up on trying to get the missing parts for my cat tree.
Sadly, I ended up buying a desk from them recently through a third party website, as I didn't pay close enough attention to who the seller was!
The desk arrived on time, but it is poor quality material, scratched and dented. It's poorly designed so that once built, the pieces are misaligned and the desk is wobbly. A complete waste of £45.
I don't even have the energy to complain about the substandard piece of furniture I've received, because I know how awful it is trying to deal with their customer service team, so I've resigned myself to that fact that my £45 is wasted and lost.
A tent for outdoor use
Bought a tent for my 90 year old father for outdoor use. After a week the seam "dissolved" and after 1 time rain, the hole thing fell apart. The seam was of so poor quality. Vida XL takes no responsibility due to weather. Who needs an outdoor tent, that cannot be used outdoor. Should a 90 year old man build up and tear down a tent daily ? Extremely bad service and product. Never again
ordered a gazebo from this company received a roof and no legs, after many emails received another roof no legs more emails another roof received and another roof. 4 roofs in total no legs the lack of communication is annoying as no phone number all emails which take time. Eventually requested a refund and a collection of the 4 roofs. Avoid this company they are a joke
Missing parts. Wouldn't send the missing parts, instead the insisted on me returning the whole thing (all that was missing was screws and handles!!) which meant a day off work waiting for them to collect. Waiting for them to receive, then waiting for a replacement. The replacement hasn't arrived yet - but if it doesn't or arrives with missing parts again, I will open a paypal dispute. The company is awful to communicate with. Can only speak to them via email. One email I received from them was in a completely different language - which highlights their professionalism.
DO NOT BUY FROM THIS COMPANY!
I received a plastic bamboo plant after ordering a BBQ, customer services were shockingly bad! Now in a battle to get my money back. After reading other reviews there appears to be many people who never get their money back! SCAM!!!
Outdoor teak chairs developed fault, very poor quality but customer service was even worse - AVOID!!
Outdoor teak chairs supplied by VidaXL developed faults, the arms had an underlying 'fault' line, which I suspect were sealed with wood filler to hide. Inevitably splits in the wood developed.
Should a product you purchase from VidaXL develop a fault, which in my experience is highly likely, you will find their contact options extremely limited beyond an automated online form. All other contacts options are hidden, with telephone contacts decommissioned, even then only possible to find by trawling google to unearth details of the company operating in the Netherlands.
After countless emails and proving all manner of photos, and responding to faceless ‘customer service operatives’ who issue automatic replies that in no way relate or address your issues, VidaXL finally requested I return the products – BUT IN THE ORIGINAL PACKAGING AND IN THE CONDITION RECEIVED!
How can I return a faulty chair with the original packaging from 10 months ago, and in the condition it was received, clearly impossible as a split developed in the arm? In addition to the underlying fault in the wood causing the arm to split, given these are outdoor chairs they have spent the last few months outside. Again, how can they possibly be returned in the condition received? I also have no way of packaging the products as received, I’m not a factory or a warehouse with access to huge boxes and packaging options.
The automatic responses from VidaXL customer services simply do not bother read, understand or care about issues their customers raise.
We are now faced with buying new chairs from a reputable company, not some overseas operation that hides their actual location and washes their hands of the shoddy products should the develop faults.
AVOID THIS SHODDY OPERATION AT ALL COSTS - VIDA XL SELL LOW QUALITY JUNK AND DO NOT HONOUR ANY KIND OF AFTER SALES SUPORT OR GUARANTEE.
I too have had an horrendous experience with vidaXL.... I bought a wind-up cantilever parasol umbrella in April 2020 from this company. By the end of July it had broken down... the winding mechanism got rusty and the rope rotted away due to rain ingress..... the company responded with “It's not made for keeping it outside during bad weather such as rain etc.“. I cannot believe the response that a product made for the outdoors is not suitable for using outdoors!!
Agree that this company is totally unprofessional and their operations should be highlighted on social media and other platforms....
Thank you for your review you’ve saved me money and time as I was about to purchase garden furniture for my birthday. This company really does act dishonesty and don’t care about customers after they’ve received their money. Absolutely appalling that they should still be allowed to run! Sorry you had to go through this.
Quadruple Bin Store
Ordered the quadruple bin store in aluminium for nearly £300. No notification from the company the parcel was on its way. A parcel arrived nothing on it to say it was anything but the whole item but on opening the parcel and counting the parts there were 56 parts missing and that wasn’t including the fittings! I emailed the company informing them of this and saying that we wanted to return it as it was poorly packed with only a few small pieces of polystyrene to supposedly stop all the metal items rubbing against each other in transit. I received an email back stating that the parcel was one of two and to please give them time to ship the other parcel but after reading another review where someone was waiting weeks for the other part we said we still wanted to return it as the quality was poor. This was a Saturday afternoon and on the Sunday we received an email from the company saying they had arranged for the second parcel to be delivered but couldn’t give us a day! I emailed them immediately and told them this was stalling tactics I had asked for them to pick this parcel up and get a refund. To cut a long story short we received another email stating they were arranging pick up of the parcel and once they had it they would refund but would deduct money for any damage and today they picked the parcel up and just after they had picked it up we receive a email stating they have despatched the second parcel and would not refund until this parcel that we haven’t got yet is back with them! This company is a disgrace do not buy from them stay well clear - I have ordered many flat pack items and even when they are in two parcels they all arrive together! I have contacted my credit card company and will take this further but wanted to warn anyone else about this tin pot company - all the emails we received contradicted each other and all from different people and one was even addressed to someone called Lynn!