vidaXL
Reviews and Complaints
Wrong part very poor institutions
Instructions unless and wrong parts numbers 17 and 18 sent. When called they are not open and live chat never got back to me
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerSent me to dog kennels damaged and want give me a refund or replacement
- - Two kennels were ordered; one arrived damaged.
- - The other arrived with missing parts.
- - Out hundreds of dollars; BBB SC filing and suit planned.
Order two dog kennels one came damaged the other came with missing parts contact the company and they said they not responsible Im stuck with losing hundreds and hundreds of dollars I have reported this company to the Bad business bureau of South Carolina and Im physically opening up a lawsuit do not buy from this company very bad customer service very poor
Preferred solution: Full refund
User's recommendation: Do not buy from this company
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerResolved: It feels like i am getting scammed
- - Two items ordered from VidaXL; one was unavailable.
- - The second item showed as on the way.
- - The package never arrived; it was reportedly lost.
Thankfully a day after my review here, i got contacted by another dept of Vida XL and a very helpful employee helped me figure out this confusing situation thoroughly, which was a move i appreciated deeply, because most ''big'' websites would just let me be on communication only with customer support dept which in most cases doesn't have much power. I want to mention that i was constantly on communication with them through email and phone calls and eventually helped me get the refund of my money. Overall this experience was frustrating but to be honest the blame goes to the carrier's error and not to Vida XL.
And the funny thing is ,i got an email from vida XL that my package arrived( i was home all day for it) and i didnt pick it up and i should reschedule a delivery with Packs NL, and Packs NL sent me an email on the SAME time that VIDA XL lost my packet during the sorting process.
If that already doesnt feel like a joke to you, try calling them on the phone and speaking english i am trying 3 days and i managed to talk to someone only once.
My fault from ordering from a dropshipping site
- Packs nl
- Terrible carrier
- Terrible customer support
Preferred solution: Deliver product or service ordered
User's recommendation: dont waste your time, its better to pay 100E to another site
Dear Vasilis, Thank you so much for this feedback. I'm sorry to hear that you've had this experience with us, as this is of course never our intention!
I'll personally look into your case, and reach out to you to ensure that we're able to solve this to the best of our abilities. Kind regards, Evelien - vidaXL
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Verified ReviewerGot scammed and am not receiving adequate help
- - Sold as solid hand-made mango wood but found to be fiberboard.
- - No certificates or details; returns not accepted for mounted items; email.
Since one month am in an absurd mail exchange after I bought products that were sold as SOLID HAND-MADE MANGO WOOD but turned out to be fiberboard! The company is not offering any certificates nor detailes I'm asking for nor are they ready to take back the products as they are mounted and stand for the shipmemt! No phone contact, just random incompetent mail answers.
User's recommendation: Never trust Vidaxl!!!!
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Verified ReviewerMissing parts from myborder
Screws hinges and any other materials that was to come with the order. No instructions of how to put together
Preferred solution: Deliver product or service ordered
Hi there, Thank you for taking the time to leave us a review. I'm reaching out from the Webcare team here at vidaXL.
To provide you with the appropriate assistance, I kindly ask that you share one of the following details associated with your order: the order (SAP) number, the email address, or the phone number used at the time of purchase.
This will allow me to locate your order and assist you more efficiently. Kind regards, Catalin vidaXL
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Verified ReviewerI ordered a shower partition and it appears all the parts were not included to complete project
Confirm with customer on a follow up survey, additionally there are no written instructions, only pictures and none in English for Americans all my parts were not included in my package, and I had to delay installation which makes it worse because of the time lapse and the possibility that my purchase might not be kept or recorded
- Looks nice on add
- Missing parts
Preferred solution: Deliver product or service ordered
Hi Jay, Thank you for bringing this matter to our attention. I’m reaching out on behalf of the Webcare Team at vidaXL, and I would be happy to assist you further.
To proceed, could you please provide us with either your order number (SAP) or the email address used when placing the order? This will allow us to locate your details and offer the appropriate support.
Looking forward to your response. Kind regards, Catalin/ vidaXL
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Verified ReviewerMy shipment
I never received it, so where is my product that I paid for??? Why is it so difficult to find out where my package is? I was to be delivered in three to five business days, so where is it at???
Preferred solution: Deliver product or service ordered
Hi Darryl, Thank you for reaching out. We're sorry to hear that your package hasn’t arrived as expected—we understand how frustrating that can be.
In order to look into this and provide you with an update as quickly as possible, could you please provide your order number? This will help us locate your order in our system and get the details we need to assist you further.
As soon as we have that information, we’ll be happy to investigate and ensure you receive the support you need. Thank you for your patience—we're here to help.
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Verified ReviewerResolved: Relaxzetel van enkele weken stuk
Geen contact gehad met vida xl . Onze elektrische relaxzetel die enkele weken geleden geleverd werd is reeds stuk.
- Geen
- Al 2 de keer problemen met een relaxzetel en telefonisch niet bereikbaar
Preferred solution: Vervanging van de kapotte zetel
Beste Patricia, Bedankt voor je beoordeling. Wat vervelend dat je relaxzetel al defect is, dit is natuurlijk niet de bedoeling.
Zojuist heb je een email van mij ontvangen zodat ik dit voor je op kan pakken! Met vriendelijke groet, Evelien - vidaXL
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Verified ReviewerResolved: My order was send back to the distributor in Netherlands.
Company fixed the issue and I have been provided with apology. They called me and apologised, offering me a discount on my next order. And getting fully refunded
Hi! I ordered a Christmas tree from Fyndiq.
The package reached Sweden, but I did not receive any notification by mail or SMS. Usually, the driver calls as well, but I did not receive a call this time. I received a letter from Postnord saying that I had a package which I could pick up before 17/12. However, when I went to the post office, the package was not there.
I tracked the package, and it appears it has returned to Holland. This is a failure on Postnord's part and they suggest that the company should initiate a claim so that you can resend it to me, and they will cover the delivery costs.
Preferred solution: Full refund
Hello Carolina, Thank you for taking the time to provide this feedback. We apologize for the issues you have experienced with the Christmas tree you purchased.
As we discussed during our phone call, we are going to refund the order as soon as possible and we hope that your experience with us has improved. Kind regards, Adina, vidaXL Team
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Verified ReviewerSave your money! Save your time!
Just finished after 2 hours of assembling the VidaXL.com trellis with planter boxes. What a waste of money!
The wood is extremely poor quality and soft, holes were only predrilled on one side of uprights and none where the hardware strapping goes, and knots in at least 2 wood pieces (precisely where drilling was needed) caused splitting! Itll be miraculous if this piece of junk last a single summer. Save your time!
Save your money! Purchase something different that you pick out in person instead of online.
- Attractive product
- Instructions
- Low-quality materials
- And not well-prepared
User's recommendation: Buy elsewhere!
Hi Amy and Irene, I'm really glad we were able to find a solution together. It's reassuring to know that, despite the challenges, we were able to collaborate and come to a positive resolution.
I truly appreciate your patience and understanding throughout the process, and I'm happy that we could work things out.
Please know that we're always here to help in the future, should you need anything else. We're happy to assist you anytime Catalin - vidaXL
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Verified ReviewerResolved: Order hasn’t been confirmed
Please call me or contact me by mail.
Thank you
I have ordered for 306.- suisse francs and bo confirmation. Please confirm
Hi Michele, It was a pleasure speaking to you yesterday. Happy to hear everything’s good now—that’s awesome.
If you need any further assistance in the future, please don't hesitate to reach out.
Have a great day! Catalin - vidaXL
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Verified ReviewerSaw pic of chair and purchased it. Did not know it is not put together want to return it immediately. It was delivered last night.
I am extremely upset and opened box to find a disassembled chair. Left everything in box and want to return said recliner to you.I guess pissed customer.
Com says it all I actually had to have a policeman come to give me your phone number as it is not listed anywhere. I have been given a phone number of 855 625 ****.
When that did not work I did research and got an another number 888 854 ****. I tried to call earlier but of course could not get anyone
User's recommendation: My recommendation is to try to use the two above phone numbers when your not put together recliner comes. Again” pissed off customer.com says all there is to say about VidaXL exactly
Hi there, I'm sorry to hear about this, but there's no need to worry, as we're here to help. I am happy to assist you with the return process.
It's simple and straightforward. There's several ways to contact us - you can find them at the bottom of our website under the 'Need help' section - > 'Contact'. I could also contact you directly if you could provide me with either the order number (SAP number), email address or phone number linked to your order.
I look forward to your reply. Kind regards, Catalin/ vidaXL
Houston, Texas
Parts needed
They didnt include the hardware. Two weeks of daily emails and phone calls..nothing!
Nobody takes any accountability. Theyre polite enough, just useless.
Zero progress. Im trying to buy the hardware myself but there are pieces on the assembly guide without measurements.
User's recommendation: Avoid Wayfair and this company
Hi there. I'm sorry to hear about your poor experience.
This is certainly not the level of service we aim to provide at vidaXL. I'd be more than happy to assist you further but will need your details in order to do so. Kindly provide us with the order number (SAP number), email address or phone number linked to your order.
I look forward to your reply. Catalin/ vidaXL
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Verified ReviewerFake customer service line
Worst experience ever called a number got a fax machine
*** customer service I called the number and just made sounds like a fax machine Im really disappointed
Hi there, We're sorry that we were not available over the phone. The call centers were closed during the Easter Holidays.
If you need further assistance, you can always use the chat function, email us at feedback@vidaxl.com or request a callback through the 'contact' section on the website. Kind regards, Catalin - vidaXL
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Verified ReviewerResolved: I would like to return one of the plows
Company fixed the issue and I have been provided with apology.
Good quality on the plows, but one of them is damaged. So for now, I'd like my money back around $183.
Good company mistakes happen, but I'd still like my money back. $183.
Dear Customer, Thank you for reaching out and sharing your feedback. We’re sorry to hear that one of the plows arrived damaged, and we truly appreciate your patience and understanding.
As mentioned earlier, we have contacted you privately to discuss this matter further and find the best possible solution for you. Please feel free to check your messages and get back to us at your earliest convenience. Looking forward to resolving this for you.
Wishing you a wonderful day! Kind regards, vidaXL team
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Dear Wallace, Thank you for your feedback and we sincerely apologize for any inconveniences you have experienced with your purchase. We strive for all our products to reach our customers in the best condition, and I am sorry to hear that we fell short of expectations on this occasion.
We appreciate your collaboration into this matter, and we are happy that we could reach a reasonable resolution for you.
As always, please do not hesitate to reach out to us if you have any other questions or concerns. Warm Regards, Stefana / vidaXL