Company responded
Laneta Hhf
map-marker Woodruff, South Carolina

Return/instructions

Not clear instructions to assembly a

Recliner chair. Send step by step instructions or requesting a full refund!

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User's recommendation: Do not purchase unless you’re advance in Assembly furniture

1 comment
Bianca T Moh
vidaXL Response

Dear Laneta, Thank you for bringing this matter to our attention.I am sorry to hear that you have issues with the assembling of the recliner chair. We have checked the information provided and it appears that your feedback may be intended for another seller.

We kindly ask that you contact the seller directly so they can assist you further and offer you the best solution. More information should be provided on your invoice.

Thank you for your understanding! Regards, Andreea vidaXL

Resolved
Melanie C Cvm

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Verified Reviewer

Resolved: Damaged Product upon arrival

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Updated by user Jul 21, 2024

Company fixed the issue and I have been provided with full refund. Took pictures, kept original packaging, contacted customer service immediately.

Original review Jul 21, 2024
We ordered and received a table and six chairs. Delivery was timely and we were satisfied with that.

However, when we opened the boxes, we noticed all the chairs were damaged. We then attempted to put together the table, but during that process, one piece from the table broke off, rendering the table unusable as well. After reading some reviews, I was worried about being able to return the product for a full refund. I'm happy to say, after a week of emailing with the company, they stood behind their product and return policy, and agreed to refund the purchased product.

Note: we have not received the refund yet, but they stated we will have it in ten days.

The review will be updated if we do not receive the refund. Good job, vidaXL!
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Pros:
  • Was able to get fully refunded
  • Timely and courteous customer service responses
Cons:
  • Damaged products

Preferred solution: Full refund

User's recommendation: Follow the return policy, open your boxes, inspect your product, table pictures of any damages pieces, save your original packaging and contact them immediately if there are any issues.

Company responded
Zayana Ixz
map-marker Menifee, California

Need to talk with some one

I didn't get hardware with my shed like screws nuts bolts and plastic corners the metal wheels for the doors. I really need to talk with some one

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1 comment
Bianca T Moh
vidaXL Response

Dear Zayana, Thank you for reaching out to us regarding your shed. We apologize for the inconvenience caused by the missing hardware.

To assist you promptly, please contact us at customerservice@vidaxl.com.

Our team will be happy to help resolve this issue. Best regards, Bianca vidaXL

Company responded
Caeley Ubl

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Verified Reviewer
| map-marker Weybridge, Surrey

Nn delivery- tracking number: JD000224****578407

Yodel claimed to have delivered the order- maybe theydid - but not to the correct address. Yodel say they can do nothing and ask that you contact them to find a resolution. We would like deliver y - even if the vat driver has to retrieve the order and deliver it properly

Rod Gunkel

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User's recommendation: try to discourage you from using Yodel!

1 comment
Bianca T Moh
vidaXL Response

Dear Rod, Thank you for bringing this to our attention, and I’m truly sorry to hear about the issues with your delivery. We have sent you an email to discuss this matter further and to work towards a resolution.

Please check your inbox at your earliest convenience, and let us know how you'd like to proceed.

We are committed to ensuring you receive your order as expected and appreciate your understanding. Best regards, Bianca vidaXL

Company responded
Anonymous
map-marker Askim, Viken

Warn potential customers

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The rabbit hutch we ordered arrived with rabbit urine stains in patches over all of the parts of wood and some mold, in addition to broken/fraying wood. The customer services were incredibly unhelpful and said there were no problems. Cheap products are not worth it.

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User's recommendation: Please stay away from this company

1 comment
Bianca T Moh
vidaXL Response

Hello, Thank you for taking the time to share your experience. I am incredibly sorry to hear that you have had this disappointing experience with your rabbit hutch.

We always strive to deliver high quality products to our customers. To hear that this has not been the case leaves us very disappointed. I would like to look into the issue and offer some solutions, if you are so kind to contact us at the following address webcare_global@vidaxl.com. Thank you once again for giving us another chance to improve your experience.

Look forward to talking to you! Kind regards, Maria, vidaXL.

Company responded
Schleicher H

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Verified Reviewer

Bestellung 3c212ce6-dad3-465-80d7-586cdb5e8409

Updated by user Apr 25, 2024

Bin sehr unzufrieden mit vidaXL

Original review Apr 22, 2024

Guten Morgen sehr geehrte Damen und Herren,

Habe einen Liegestuhl vidaXLmit Fussteil Massivholz Akazie bestellt. Und bezahlt. Es kam Email dass die Zahlung schief gelaufen ist. Was ist jetzt mit meiner Bestellung.? Muss ich noch mal bestellen oder nicht und bekomme diesen Stuhl..danke für Ihre Antwort.

Hana S*********

{{{Redacted}}}

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1 comment
Bianca T Moh
vidaXL Response

Sehr geehrte Frau Schleicher, zunächst einmal herzlichen Dank, dass Sie sich die Zeit genommen haben, unser Produkt zu bewerten. Wir freuen uns über jedes Feedback – nur so erfahren wir, was unsere Kunden sich wünschen und können darauf reagieren.

Entschuldigen Sie die entstandenen Unannehmlichkeiten. Bedauerlicherweise konnten wir keine Bestellung von Ihnen auffinden. Könnten Sie uns noch die betroffene Bestellnummer mitteilen, um Ihnen behilflich sein zu können?

Vielen Dank für Ihre Unterstützung. Mit freundlichen Grüßen, Sarah vidaXL-Kundendienst

Company responded
Verline Bcj

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Verified Reviewer
| map-marker Schaarbeek, Brussels Capital

Ma commande n'est pas correct il manque d'autre chose

vidaXL - Ma commande n'est pas correct il manque d'autre chose
vidaXL - Ma commande n'est pas correct il manque d'autre chose - Image 2

J'avais commandé le meuble de télé de 140cm

Mais ce que je vois ne correspond pas à ce que j'avais pas

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User's recommendation: Pas de recommandation

1 comment
Bianca T Moh
vidaXL Response

Bonjour, Je vous remercie d'avoir partagé votre avis, et je suis navrée d'apprendre que vous n'avez pas reçu le bon produit. J'ai essaye vous contacter par téléphone, sans succès, par contre je viens de vous faire aussi un mail car afin pouvoir résoudre le souci rencontré j'aurais besoin des quelques informations supplémentaire de votre part.

Je reste en attente de votre retour par mail. En attendant n'hésitez pas de revenir vers moi pour toute autre demande complémentaire!

Je vous souhaite une belle journée! Cordialement, Raluca vidaXL

Company responded
Lawrencia Amarachukwu E

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Verified Reviewer

Order

My phone number or email address was not put in my order and I had to pay for home delivery to postnord because they couldn't contact me. This is sad.

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Loss:
$12

Preferred solution: Deliver product or service ordered

User's recommendation: Put full details for easy delivery

2 comments
Bianca T Moh
vidaXL Response

Hello Lawrencia, We are very glad that your problem is now resolved, and we hope that your experience at vidaXL has improved. It was a pleasure to help you out. Kind regards, Adina, team vidaXL

Bianca T Moh
vidaXL Response

Hello Lawrencia, Thank you for your review. We regret that you had issues with the delivery of your order.

We will contact you privately to discuss this problem in more detail and offer you a solution. Sincerely, Adina, team vidaXL

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Company responded
Anonymous
map-marker Turnhout, Antwerp Province

Faktuur

Ik heb 2a3weken geleden een metalen tuin berging ontvangen ter waarde van 405 euro maar ik heb geen factuur is het mogelijk mij die door te mailen .Door storm schade heb ik die nodig voor de verzekering.Bij voorbaad dank

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1 comment
Bianca T Moh
vidaXL Response

Beste, Bedankt voor uw beoordeling. Wat jammer om te horen dat uw schuur door stormschade is beschadigd.

De factuur sturen we graag naar u toe! Zou u zo vriendelijk willen zijn om contact met ons op te nemen op het volgende email adres? webcare@vidaxl.be Vermeld dan wel in het onderwerp van de email dat het om een beoordeling op Pissedconsumer gaat, dan komt uw bericht bij de juiste afdeling terecht.

We horen graag van u, en wensen u nog een hele fijne dag toe. Met vriendelijke groet, Evelien - vidaXL

Resolved
Owen S Nkj

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

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Verified Reviewer

Resolved: Incorrect parts received and missing screw holes

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vidaXL - Incorrect parts received and missing screw holes
vidaXL - Incorrect parts received and missing screw holes - Image 2
Contains 2 confidential files for company representatives
Updated by user Jun 10, 2023

Company fixed the issue and I have been provided with apology. I was wrong in the first picture I was missing the middle piece myself.

Original review Jun 10, 2023
Parts of my order didn't come with holes for the screws to fit into...so I couldn't build it. Once I worked around the hole issue, I came across another one...they gave me the wrong screws too for some parts.

When I spoke to them they offered me a £10 voucher or the missing parts re-ordered for free. But that doesn't solve the new screw issue, so I've had the bed for a few days now, and I won't be able to build it for another 2 to 3 weeks at least. And some parts came really scratched.

Overall I'm pretty angry as I'm disabled, and I told them that on the phone, yet they didn't give me support. Very dissatisfied.
View full review
Loss:
$100
Pros:
  • You can order it from klarna
Cons:
  • Quality of production and service

Preferred solution: Full refund

User's recommendation: Run.

Jo K Nfm

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Verified Buyer
|

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Verified Reviewer

Placed an order, no confirmation email after (my order, according to them, doesn't exist).

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Contains 1 confidential file for company representatives

On 16th November, I placed an order for pallet sofa cushions via the UAE website (AED 1,669.98) as a guest. The 'thank you for your order' page appeared with my order number and details.

I waited to receive a confirmation email which never arrived. Later the following day, I called to hear that the matter will be raised with the finances department. I sent them all the information I had, including my bank statement. I was happy with the service up until then.

Now, it's been almost two weeks and the matter has still not been resolved.

Every time I call, I'm given the same message which is to wait longer until they hear back from the finances department. Earlier this morning, I called them again and spoke to an operator who burst out laughing when I raised my concern.

Unprofessional and not helpful in any way.

Very disappointed in the customer service at this point. Not sure at this point if the matter is ever going to be resolved.

View full review
Loss:
$454
Pros:
  • Customer services are friendly
Cons:
  • Not receiving orders
  • Customer services hands are tied and cannot do much to support

Preferred solution: Deliver product or service ordered

Didier J

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Verified Reviewer

Problème avez un des deux meuble commandé a vos services

vidaXL - Problème avez un des deux meuble commandé a vos services

J'ai bien reçu ma commande mes au montage je m'aperçois qu'il y a des coups sur les deux porte et un des tiroirs ce présente avec les deux même montant donc impossible de le monté donc je reviens vers vous pour savoir ce que l'on peut faire néant pas réussi a vous joindre par téléphone pour pouvoir vous fournir de meilleures explications cordialement j'attends de vos nouvelles avec impatience.je me permets de vous laisser mon numéro de téléphone. {{Redacted}}

View full review
Loss:
$100
Pros:
  • Livraison rapide

User's recommendation: J'attends une réponse de votre part avant les recomandation positives

Victoria M Rvf

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Verified Buyer
|

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Verified Reviewer

Lost order no refund

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Contains 1 confidential file for company representatives

Order expected Wednesday July 12. Emails and text message confirms 12 as delivery date.

I stay home all day with dogs and son.

Nothing arrive. Next day I start contacting customer service to find out what is happening. Status of order stuck at same status since 7.26am on the Wednesday.

I was told over and over and over again by customer service over the course of Thursday Friday Saturday and again today Monday 17 that it is "in transit". I have to "just wait and be patient" "team who can help with will get back to you within 3/4 days" "or system upgrade means I cannot check your order" "I will get a manager to call you back" I will get escalation team to call you back" "you cannot get refund as order in transit" " you need to refuse the order for it to come back to us to pieces your refund then after that it will be 10 days from when we receive the order back with us"

I've repaired and repeated myself over and over to 5 "humans" but they all scrapped exact same euros to me over and over again so I don't think they were humans after all.

Or if they were, the customer service is shocking!! They could call the warehouse the the order is apparently stuck and see if it's there first of all. The mere fact the status is stuck stuck then and I'm now 5 days on with no delivery and no more messages or emails about the order or delivery tracking or status which still remains the same as at 7.26am the Wednesday means it is not coming. It is lost, stolen, stuck.

I don't know what where or why but it's not my problem to fix. I need my money back. I needed this urgently for my new business today which I had to cancel and cancel clients. Not a great start to a new enterprise.

No one will help me. Today's human robot just ended our chat with the message the team who deal with would get back to me within 3 days and they I couldn't get refund as still in transit. The exact same scripted messages I've received so many times since Wednesday. I don't know what to do but this is the worst thing I've ever known.

First time using vidaxl and never ever again..I do need my money back. I even tried GLS themselves to try and get their help as they are the deliver people who apparently are handling my delivery and have it in their possession and in transit stuck wherever, but they just said I need to contact the seller - vidaxl. I will not let this go as It's not small change. It's over 200 euros for a large outdoor gazebo.

But at the moment I am at my wit's end. My heart palpitations are beyond anything I've experienced before due to this stress and I have no job and no money.

Sorry for any typos but using my phone and been typing and repeating myself not over and over for 5 days now with this whole thing since Wednesday which has also made my carpel tunnel problem worst. My hands and wrists are in agony!!

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Loss:
$550
Cons:
  • Everything customer service the worst

Preferred solution: Full refund

Karolina A Vpl

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Verified Reviewer

Cheap stuff

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I had bought about ten items from vidaXL, until I decided to stop. While I immediately noticed that the quality of the materials was not good (plywood with flimsy finish) and that it was easy to make mistakes following the instructions, it took some time until I received a piece of furniture that was truly unbuildable.

The last item I received (a chest of drawers) had a) a cryptic manual with hard to see diagrams b) unlabelled pieces (all similar) and c) wrongly placed screw holes or incorrectly sized pieces.

I built half of it (spending two hours) before realizing that the drawer units are simply too small for the skeleton. So after this experience, I've decided to stop buying from vidaXL.

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User's recommendation: you get what you pay for

Jeannine W Lvo

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Verified Reviewer
| map-marker Providence, Rhode Island

Parts missing and damaged from order

Screws do not fit part to which directions say to attach to so not able to assemble

.the drew holes will not fit screws at all and assemble directions do not make any sense.

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