vidaXL

This company is inhumane, not only do they send out damage not as described items on selling pictures, when you request a return and refund for there mess, they tell you your not getting a refund without paying to send back the tv unit to them out of your pocket. Why am I being punished for there quality of there selling items they send out. .its… Read more

not my responsibility to fix there mess or be out of pocket.

Ill be taking this further until they reflect this mess.

They cant even use same colour putty to fill there wood damage aboustly poorly workman ship this company aboustl eye sore there work. Looks like a spilled mess of some kind, it looks like p#op. Not even sanded down smooth in with the mango wood.

The filler hole was that big it goes underneath the top of the tv unit wood piece. Its a centre piece of the tv unit n look at it, looks like a spilt mess of some kind.

Damage item number is - A

Damaged Goods, Endless Chasing and an ICO Complaint UPDATE Following this review on TrustPilot, Michelle from vidaXL contacted me and advised that she wished to look into the matter further. I welcomed that opportunity, responded promptly and… Read more

provided everything she requested, including my order details and the names of the staff who had handled both the complaint and the Subject Access Request.

Unfortunately, despite providing everything requested and subsequently chasing for an update, I have received no further response. That is extremely disappointing and, regrettably, simply reinforces the very concerns that led me to leave this review in the first place. I had genuinely hoped this latest contact signalled a willingness to resolve matters. Instead, it has become another example of a matter progressing only when I continue to chase it.

One aspect that particularly concerned me was the handling of my Subject Access Request. Despite the extensive history of emails, live chats and complaint handling, vidaXL declined to provide records that I had requested, including chat logs and complaint-related communications. I considered this sufficiently concerning to refer the matter to the Information Commissioner's Office. Based on my experience, I would strongly encourage customers to keep copies of their own emails, live chats, photographs and any other communications throughout the process, as these may become important if a complaint becomes prolonged.

My concerns were never simply that a product arrived damaged.

The original items arrived with damage across multiple components. Photographs were provided immediately and I contacted vidaXL on the day of delivery. Unfortunately, what should have been a straightforward customer service issue became a lengthy and frustrating process.

Replacement items were supplied, but they also arrived damaged. In particular, the same component appeared repeatedly damaged across multiple units, which raised concerns regarding packaging or quality control. By this stage I had multiple damaged items, including original units which I had repeatedly explained I did not want to keep as they were of little practical use and weighed approximately 25kg each.

What followed was a cycle of emails, live chats, delays, repeated explanations, inconsistent responses and multiple escalations. I repeatedly explained that the process itself was becoming the problem. Instead of dealing with a single damaged delivery, I found myself spending a significant amount of time chasing updates, re-explaining matters and attempting to obtain meaningful management involvement.

I asked for a manager to become involved, sought clarity regarding compensation and repeatedly attempted to find a practical resolution that would bring matters to a close. Calls were attempted without prior arrangement and, when I attempted to continue those discussions, communications appeared to stall. The overall experience became unnecessarily drawn out and far more stressful than it should ever have been.

I acknowledge that compensation was offered during the process. However, my dissatisfaction relates primarily to the overall handling of the matter rather than any single offer. By that stage I had simply reached the point where I gave up because I no longer had confidence that the matter would ever be resolved properly.

The file already contains a substantial history of correspondence and, in my view, demonstrates the amount of time and effort required simply to progress what began as a relatively straightforward complaint.

Based on my own experience, I would encourage prospective customers to exercise caution. If you do purchase from vidaXL, I strongly recommend keeping copies of all emails, live chats, photographs and any other communications from the outset. Should something go wrong, those records may prove invaluable. I sincerely hope others have a better experience than I did, but unfortunately I cannot recommend the level of customer service or complaint handling that I experienced.

Great customer service and refund process. Purchased a 3-seater sofa that wasn’t as sturdy as I was hoping. Sofa arrived quickly. Returned with postage covered and arranged by company. They responded promptly to my request to return and processed refund quickly. Happy with after sale service. Show reply

Corten steel planter box - very satisfied – Ordered a corten steel planter box and it arrived quite quickly and as described. Was a bit of a pain to assemble but once you know what you're doing it's pretty easy. So happy with how it's turned out. Pics show the colour when you receive it and then the colouring it goes to which has been happening over the last couple of weeks. Would totally recommend. Show reply

Glass TV Stand - Excellent Product & Fantastic Customer Service – A can't thank this company enough! Excellent customer service. Fast Delivery. I had a number of private messages with one of their customer rep's. Mr. T Wilson who went above and beyond to ensure the safe delivery of my product. It arrived earlier than expected. The product itself (a glass 120cm TV Stand) was exactly as advertised. … Read more ·  1

Additionally, the packing of the TV Stand was sublime. Exceptional packaging.

Well done to the team at vidaXL - I look forward to buying something from you guys in the future!

Quality product. Item as described – Ordered a coffee table. Initially, I thought I made a mistake by ordering thru them - by looking at reviews. Received the item within 4 days and turn out to be good quality. Easy to assemble with proper tools. Best to use hand tools. Show reply

Easy to order. Quick delivery – We have had a very positive experience. Our packages arrived 4 days after ordering which I thought was amazing. Assembly went quite smoothly. We checked all the bits were there and just followed the instructions. The coffee/dining table looks great and the chairs are perfect for what we wanted. Show details ·  1

Nothing to cover the horrible silver lock screws, at least supply black ones, that would be common sense. It looks terrible, I need to come up with a solution myself. Wouldn't recommend if you want it to look good in your house. Show details

I bought a corten steel planter box from vidaXL. It was advertised as "exceptionally durable" but it did not even last two years before a hole rusted through the side. I contacted them: for a $162 purchase, they offered a $25 refund. Not to mention the costs I had to get it installed, filled with soil and then afterwards when it broke, having to… Read more

remove and dispose of the thing.

Eventually after some public pressure, they reached out again, but lowballed an offer that didn't cover my costs, and tried to blame me instead of taking some actual responsibility ("you only notified us after the product had already fully deteriorated").

In my opinion, a terrible product and customer experience.

I'll be the first to admit that I've bought some junk in my time, but this.. This officially takes the crown as the most useless, unfit for purpose junk ever sold. VidaXL should be ashamed to sell garden beds of this low standard. First up, if you're thinking of buying any garden bed from VidaXL, don't. Walk away. You'll spend 10 minutes or more… Read more

per panel trying to remove the plastic to start with. At 40 plus panels in garden bed, that alone is enough to drive you crazy. Then, there's the quality, or complete lack of it. The panels are literally the thinnest sheets of corrugated known to man, scratched and dented before coming out of the box. Removing the plastic actually lifts off the paint, and even though I bought all beds in the same grey colour, there are at least 3 different colours in the boxes. The holes for the nuts and bolts are larger than the nuts and bolts, so you'll need a pile of washers and bigger nuts ready, and don't dare tighten them, as they'll tear straight through the metal. If you actually get to finishing one of these things, you'll need to re-spray it with paint so it doesn't rust before you get a chance to put soil in it - but you can't actually put soil in them as these things are so flimsy they won't actually hold soil without malforming. Don't do it. To rub salt in the wound, VidaXL have since been in touch, and said that to return the still boxed units will cost me freight plus the return fee of $199.94. Absolute scam product, and scam business model.

Bought the nice looking day bed. Freight okay. Assembly is a nightmare with p!ss poor instructions and ill fitting pieces. Scratches, missing paint, dents and rust on the "new item". I'm going to have pay someone to do it. I'll be sleeping on the floor tonight. I would seriously reconsider purchasing from this sham company. In fact, just don't.… Read more

*Gave up trying to assemble it, screws don't fit, holes don't line up, repackaged and asked for return refund. Tiny spot welds on it, gaps in it, would probably collapse with any weight on it. Choice should be looking at the junk as a matter of consumer safety.

I purchased two work bench frames, but one of them arrived without a part, it is missing a foot. So after contacting customer service with what you'd think would be a simple request, with clear a photo showing the issue, I am now 10 days in and I am receiving a sequence of message telling me they are investigating and will get next update in 6… Read more

days maximum. I can't use my workbenches, they are sitting in my shed taking up space instead of helping me get organised. If all the parts are there, the product should do the job, though after assembling it minus the foot, it almost seems over priced because everything is as flimsy as possible.

This company took back my broken bench seat the day after it was delivered but have been avoiding my refund for a month with different customer not service people sending me the same email that they are escalating my email. I have gone to my bank to… Read more

help me with refunding my purchase and I will report this company to consumer affairs. Do NOT buy anything from them