It took ages to build a simple table and the outdoor sofa. The sofa had a missing piece and an excessive one which fortunately I managed to mount anyway. The table was sent with the wrong glass, m... See more
Company replied
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See what reviewers are saying
Worst company ever. Don't even accept unopened returns. Purchased a shade for my mothers garden; my brother beat me to it. Still in the original delivery packaging completely untouched and a week afte... See more
Company replied
I was very afraid to order, as there is a bad experience from the store XXXLutz. But now, if I need something, I will order only in this store. Fast delivery. The product arrived undamaged. 10 out of... See more
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Qualität des Storen ist schlecht. Schrauben drehen durch, da Blech viel zu dünn. When I was assembling the blind, the screws spun in the empty slots because the sheet metal was so soft and thin. I... See more
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Company details
Written by the company
VidaXL ist ein internationales E-commerce Unternehmen wo Sie alles, was Sie für Heim & Garten, Garage und Heimwerken benötigen, finden können. Unser Konzept ist darauf basiert ein breites Angebot, dass unseren Kunden ermöglicht mehr zu leben und weniger auszugeben – Mehr Leben für weniger. Durch einfache Maßnahmen zur Kostenreduzierung, die die Qualität der Produkte nicht negativ beeinflussen, sind wir in der Lage unser Angebot für so viele Menschen wie möglich erschwinglich zu machen. Alle Prozesse von Produktentwicklung und Einkauf, Marketing & Sales, Logistik und Kundenservice kommen aus einer Hand. Auf diese Weise haben wir Kontrolle über die Funktionalität, Qualität und Kosten unserer Produkte.
Contact info
Netherlands
- vidaxl.ch
2.8
Average
11K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Botond at is a star
Delivery was slow, the item arrived flawed. At the behest of vidaXl I sent photographs showing the problem, then nothing for weeks. Following my poor revue on Trustpilot, Botund became aware of the situation and immediately sprang into action, resolving the issue in a friendly and professional manner. His personal intervention has certainly helped to restore some faith in the company
April 14, 2026
Unprompted review
Reply from vidaXL
Dear Ms. Harrison,
thank you very much for taking the time to share your experience with us. We truly appreciate your patience throughout this process.
We sincerely apologize for the slow delivery, the issue with the item. This is certainly not the level of service we aim to deliver.
We are glad to hear that, once the situation was brought to our attention, we were able to step in and resolve the matter in a friendly and professional way. Your feedback is very valuable to us and helps us improve our internal processes.
Should you have any further questions or need additional support in the future, please feel free to contact us at feedback.de@vidaxl.ch at any time. We will be happy to assist you.
Thank you again for your understanding and for giving us the opportunity to restore your trust.
Kind regards,
Botond
vidaXL Webcare Team
the bed is beautiful as in the picture …
the bed is beautiful as in the picture and it is strong solid bed. The only thing is the building -up the bed is not easy. It is better to have a instruction video to it.
April 4, 2026
Unprompted review
Reply from vidaXL
Dear Customer,
Thank you for your feedback. We are pleased to hear that you find the bed beautiful and sturdy. We also appreciate your comments regarding the assembly process and understand that it may be challenging. Your suggestion about an instruction video is valuable, and we will take it into consideration. Please feel free to contact us at feedback@vidaxl.ch so we can assist you further.
Kind regards,
JC
VidaXL
After my complain I got a compensation…
After my complain I got a compensation for the products.About 10% of the price. Thank you
March 23, 2026
Unprompted review
Reply from vidaXL
Sehr geehrte Frau Salomon,
wir freuen uns sehr, dass wir Ihnen nun weiterhelfen können und die Angelegenheit für Sie klären konnten.
Sollten Sie weitere Fragen haben oder zusätzliche Unterstützung benötigen, können Sie uns jederzeit gerne unter feedback.de@vidaxl.ch erreichen.
Wir stehen Ihnen selbstverständlich gerne zur Verfügung.
Mit freundlichen Grüßen
Botond
Webcare‑Team
I wanted to return my purchase and that…
I wanted to return my purchase and that was simply impossible.
Absolutely unacceptable.
I am willing to change my review here if they accept back the order.
You know where to find me
Order 004100635360
—This message I received the next day from vidaXL after my review above:
Dear Sheila Cheung,
Thank you for your feedback posted on Trustpilot, regarding the experience with vidaXL.
We understand that you changed your mind and you want to return this order, but we don't offer return service in Switzerland if the item doesn't meet the expectation of the customer or the customer doesn't want the product anymore.
This information is also mentioned in the Terms and conditions you accepted during the purchase process.
Although we’re not able to provide an alternative solution here, we genuinely appreciate you taking the time to share your experience.
We apologize for this situation and thank you for your understanding.
Have a good day!
Kind regards,
vidaXL
I checked the terms and conditions vidaXL mentioned on my purchase (wooden rails for the wall to hold postcards) non of the non-refundable terms applies on my purchase.
Their condition on items that can not be refunded:
2. EXCEPTIONS TO XLSERVICE XLservice does not apply to the following items: • Perishable products or products with a limited shelf life • Products that cannot be returned for hygiene or health reasons once opened (e.g., cosmetics) • Personalized or custom-made items (e.g., printed T-shirts) • Audio/video media or software with broken seals (e.g., DVDs) • Products that have been irreversibly mixed with other goods (e.g., fuels)
Just dont buy here unless you want to waste your time and money.
March 24, 2026
Unprompted review
Reply from vidaXL
Hello,
Thank you for your message and we apologize for the inconvenience caused.
Our service has sent you an important information via private email. If you have any questions for us, you can write to us at feedback.fr@vidaxl.ch.
Have a good day!
Best regards,
Andreea, vidaXL
The product is not as expected
March 17, 2026
Unprompted review
Reply from vidaXL
Sehr geehrte Frau Wetzel,
es tut uns leid zu hören, dass der Pflanzkübel nicht Ihren Erwartungen entsprochen hat. Wir verstehen, wie frustrierend das sein kann.
Auch wenn wir hier keine alternative Lösung anbieten können, danken wir Ihnen sehr dafür, dass Sie Ihre Erfahrungen mit uns teilen. Ihr Feedback hilft uns dabei, zu prüfen, wie wir unsere Produkte präsentieren.
Wenn Sie uns mehr dazu sagen möchten, was für Sie nicht gepasst hat, sind wir gerne für Sie da.
Mit freundlichen Grüßen,
Botond / Webcare Team
No return service!
They removed the return service! Watch out if you buy anything and want to return it later they won’t allow you to! They just refer to their general terms and conditions and tell you to dispose it… Basically saying it’s garbage and you’re stuck on it. Never again! 👎
March 12, 2026
Unprompted review
Reply from vidaXL
Dear Mr. Lazar,
Thank you for taking the time to share your feedback.
We’re truly sorry to hear about your experience, and we completely understand how disappointing and frustrating this situation must feel.
We appreciate your cooperation throughout the process and are glad that the matter could be resolved accordingly. Your patience and understanding have been greatly appreciated.
Please rest assured that your concerns have been taken seriously and shared internally, as your feedback is important for improving our services. If you have any further questions or if there is anything else we can assist you with, we remain here for you.
Thank you again for bringing this to our attention.
Regards,
Botond
Webcare Team
Everything went well 👍
Everything went well, the two pots are great quality and delivery was fast. Definitely recommend!
February 19, 2026
Unprompted review
Reply from vidaXL
Dear Customer,
Thank you very much for your positive review! We are delighted to hear that you are happy with the quality of the pots and the fast delivery. Your recommendation means a lot to us.
Kind regards,
Eula
VidaXL
Defective pieces
We bought a furniture that came with 89 screws of which half were defective, we are still waiting for the replacement of these screws…
February 10, 2026
Unprompted review
Reply from vidaXL
Dear Shama,
We’re very sorry to hear about the issues with the screws and the inconvenience this has caused.
We’re very sorry to hear about the defective screws and the inconvenience this has caused.
It appears that no prior contact was made regarding this issue, so we were not made aware of the problem.
I am glad to have been of assistance. If you require any support in the future, please do not hesitate to email us at feedback.de@vidaXL.ch.
Kind regards,
Catalin - vidaXL
Don’t Believe the Dates
I ordered a bed from vidaXL solely because they promised 1–2 day delivery. That was false.
The bed was due Friday 30 Jan. 3 days later, DPD confirms they never received the parcel — tracking still says “being prepared by the shipper.” It never left vidaXL’s warehouse and still hasn't.
Customer service was a disaster:
• Chat system malfunctioned repeatedly
• Agents gave contradictory answers
• Blatantly false claims that “tracking takes 4–5 days to update”
• Promised callbacks that never happened
• No proof the parcel was ever handed to the courier
I was told to “wait and contact us again” after the delivery date had already passed — for a bed, ordered for a guest who ended up sleeping on a sofa.
This is misleading delivery advertising, followed by deflection and scripted non-answers.
Do not trust vidaXL if delivery timing matters.
February 2, 2026
Unprompted review
Reply from vidaXL
Dear Charlie,
I’m sorry to hear about your concerns and would like to clarify that the 1–2 business days time frame on our website refers to dispatch time, not delivery time. While we would like to deliver faster, it is not possible as your order is shipped from the Netherlands.
According to DPD’s records, the parcel has been in their possession since yesterday at their delivery depot, which was the third business day since you placed your order. We apologize for the slight one-day delay.
I am glad to have been of assistance. If you require any support in the future, please do not hesitate to email us at feedback.de@vidaXL.ch.
Kind regards,
Catalin/ vidaXL
High quality children clothes and low cost delivery for furnitures
High quality children clothes at an affordable price. The delivery was great, just like they promised it when I ordered online.
I also brought some furniture from them and the delivery fee was close to free! For
January 9, 2026
Unprompted review
Reply from vidaXL
Hi,
First of all, thank you for taking the time to leave a review.
We are pleased to hear that you are satisfied with your order.
We wish you a pleasant day and look forward to hearing from you again.
Customer Service,
vidaXL-Lucian
I have not received an item from the…
I have not received an item from the delivery but it seems as delivered
January 7, 2026
Unprompted review
Reply from vidaXL
Hi,
First of all, thank you very much for your review.
We appreciate all feedback – it's the only way we can understand our customers' needs and respond accordingly. I'm sorry to hear about your experience.
I just sent you an email regarding your order. If you still need our help or have any questions, do not hesitate to contact us.
We wish you a pleasant day and look forward to hearing from you.
Customer Service,
vidaXL-Lucian
Excellent service
December 19, 2025
Unprompted review
Reply from vidaXL
Sehr geehrter Kunde,
zunächst einmal vielen Dank, dass Sie sich die Zeit genommen haben, eine Bewertung abzugeben.
Es freut uns zu hören, dass Sie mit Ihrer Bestellung zufrieden sind.
Wir wünschen Ihnen einen schönen Tag und freuen uns darauf, von Ihnen zu hören.
Kundenservice,
vidaXL-Lucian
Still no refund after two months – no response from customer service
Hello,
I have asked all these questions multiple times, and each time my request was either ignored or I received the same generic response: “It is being processed.”
This is exactly the problem.
Your team previously told me that the payment was “transferred” on a specific date.
When I asked for proof of this transfer, I received no answer at all.
If the payment truly exists, providing proof takes less than one minute.
The fact that nothing has been sent makes the situation very concerning.
Please stop sending automated replies and provide a real, verifiable update:
1. Was the payment actually made or not?
2. If yes, provide the proof immediately.
3. If not, explain why incorrect information was given to me.
If necessary, I will forward your previous messages here so you can see exactly what replies I have received.
After weeks of waiting, I expect full transparency, not copy-paste responses.
Thank you.
I ordered a bed from VidaXL and received two defective parts.
We agreed on a compensation of 50 CHF on 7 October, but even after two months I have received nothing.
I contacted customer service many times. Each time they replied with the same message:
"Thank you for your patience, we are checking."
At one point they even claimed that the refund was made on 08.10, but I never received any money.
I asked for a payment confirmation, transaction number, or any proof — they never sent anything.
This is unacceptable.
I simply want the compensation we agreed on.
I will update this review if the issue is finally resolved.
November 7, 2025
Unprompted review
Reply from vidaXL
Hello,
first of all, thank you very much for your review.
We appreciate all feedback – it's the only way we can understand our customers' needs and respond accordingly. I'm sorry to hear about your experience.
As I see, you are already in contact with my colleagues regarding your order.
We wish you a pleasant day and look forward to hearing from you.
Customer Service,
vidaXL-Lucian
Excellent, empathetic customer support
I made a mistake with my order, and technically vidaXL would have been completely within their policy not to help me. Instead, their customer support team went out of their way to resolve the issue. They were professional, kind, and genuinely empathetic about my situation.
In a time when most support feels like canned responses or automated AI, this interaction with vidaXL was a real breath of fresh air and a great example of how customer care should be done.
So grateful for their gesture, especially to their team member Sophia.
November 19, 2025
Unprompted review
Reply from vidaXL
Hi,
first of all, thank you for taking the time to leave a review.
We are happy to hear about your experience. We wish you a pleasant day and look forward to hearing from you again.
Customer Service,
vidaXL-Lucian
Got a sideboard for extra storage the…
Got a sideboard for extra storage the wood is cheap and the pieces break apart and a lot of the pieces are measured incorrectly so they don't align to connect to eachother so the Unit cannot be assembled or used ... This was a huge waste of time and money .. I'm expecting my first baby and don't have time for this , I tried to get a refund but even getting rid of all the parts will cost money and time and labour ...please help
October 31, 2025
Unprompted review
Reply from vidaXL
Hi Kate,
first of all, thank you for your review.
We appreciate all feedback – it's the only way we can understand our customers' needs and respond accordingly.
I'm sorry to hear that the product you purchased from us didn't meet your expectations.
We have just sent you an email regarding your order and informed you about the solution offered regarding this order.
We wish you a nice day.
customer service,
vidaXL - Lucian
Sorry I could not give 0
Sorry I could not give 0. Spend 10 minutes with the robot and it could not find the product even I send the link more than once. Gladly I in the meantime found a product similar on another website, slightly more expensive but much better product description.
October 21, 2025
Unprompted review
Reply from vidaXL
Hi,
first of all, thank you for taking the time to leave a review.
We appreciate all feedback – it's the only way we can understand and respond to our customers' needs. I'm sorry to hear about your experience.
We will get back to you as soon as possible.
Have a nice day.
Customer Service,
vidaXL-Lucian
Looks nice, but the build quality is unacceptable
vidaXL Geräteschuppen Weiß 102x52x174,5 cm Massivholz Tanne
Looks nice, but a total disaster
- The wood is extremely thin, fragile, and feels like fruit crate material – it crumbles immediately.
- One side detached during assembly, without any pressure.
- I had to use metal brackets, screws, nails, and even add a reinforcing wooden board to make it barely stable.
- The middle legs offer no support, I had to replace them with stronger ones.
- The floor collapses under minimal weight – not suitable even for light tools.
- I spent extra money and work just to keep it standing.
- Marketed as a garden tool shed, but it can’t even hold itself up.
Absolutely not recommended and too expensive for what it is. 322CHF is robbery for this item.
July 20, 2025
Unprompted review
Reply from vidaXL
Dear Mrs. Visconti.
Thank you for taking the time to leave us feedback.
I'm very sorry that the quality of the product you ordered didn't meet your expectations.
We're happy to take care of this for you; we're confident we can resolve the issue.
I just tried to reach you by phone, but unfortunately, without success.
We'll get back to you shortly.
Best regards,
Tibor Kovacs
vidaXL
Thank you to the Swiss Teams incl
Thank you to the Swiss Teams incl. DPD Geneva, they're kind and solution oriented.
June 12, 2025
Unprompted review
Reply from vidaXL
Hello,
Thank you for your order.
Your compliments about our delivery service are greatly appreciated. We are committed to providing exceptional service to all of our customers.
Looking forward to seeing you again soon.
Sincerely,
Sophie - vidaXL
If i could give -0 stars i would
If i could give -0 stars i would. I am very disappointed with this company! Contact is horrible and VERY UNPLEASANT. Not recommended!!!!!
June 8, 2025
Unprompted review
Reply from vidaXL
Dear Customer,
first of all, thank you for your review.
We appreciate all feedback – it's the only way we can understand and respond to our customers' needs. I'm sorry to hear you're disappointed.
I just tried calling you, but unfortunately, without success. I also sent you an email.
We wish you a nice day and look forward to hearing from you.
Customer Service,
vidaXL-Lucian
Excellent customer service
Excellent customer service, and fast shipping. I recommend !
February 12, 2025
Unprompted review
Reply from vidaXL
Dear MBand,
Thank you for your feedback!
We're glad to have been able to provide you with excellent service.
We are always keen to answer any questions you have. Please always feel free to reach out to us.
Kind regards,
Rachel - vidaXL
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