After I posted on Trust Pilot, someone from VidaXL reached out to fix the issue that I had been working on with customer service on. The item was out of stock and after months, they sent me a refund.... See more
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Ordered a garden storage box. It came in about 100 pieces, individual pieces of wood, took hours to build and that wasn’t helped by the absolutely ridiculous attempt at instructions. Flat pack is fine... See more
Company replied
Purchased 368075 double sunbed with canopy. Opened the box and no assembly instructions! Can’t download from the website due to IP / confidentially due to not ordering direct through their website whe... See more
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I don't normally do Trustpilot reviews but having never heard of this company before I did search them and was put off by the low score here. I wasn't going to order but then saw they had an associati... See more
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Company details
Written by the company
vidaXL is an international online retailer where you can find whatever you need for your home, garden, garage and do-it-yourself projects. Our concept is based on offering a wide range of products that enable people to “live it up for less”. By using simple cost-cutting solutions that do not negatively affect the quality of the products, we are able to make our products accessible for as many people as possible. All processes from product development and purchasing, marketing & sales, logistics and customer services are in our hands. In that way we keep full control over our products’ functionality, quality and costs.
Contact info
United States
- vidaxl.com
2.4
Poor
902 reviews
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
This is a terrible company
This is a horror company. I received an item and notice how bad quality it is. I decided to anyway try to assemble it and the wood start splitting on several places. I immediately contacted them, however the email I got back as a response reads- they could not locate my purchase!! will not give up and will report to BBB
August 24, 2025
Unprompted review
Reply from vidaXL.us
Hi Sladjana,
Thank you for your feedback, and I sincerely apologise for the experience you've had with our company. I can completely understand your frustration, especially with the poor quality of the product and the lack of adequate response from our team. This is certainly not the level of service we strive to provide, and I truly regret that we failed to meet your expectations.
I’ve personally reached out to you privately to address the issue and assist with a resolution. Please check your inbox for my message, and I assure you that we will do everything we can to resolve the matter to your satisfaction.
We greatly appreciate your feedback, and we are committed to improving our communication and service moving forward.
UPDATE: I'm just checking in as I haven't heard back from you in a while. If you still need our assistance, please check your inbox and reply at your earliest convenience.
UPDATE: I have made several attempts to reach you but have not been successful in getting through. If you still require assistance or have any questions, please do not hesitate to email us at feedback@vidaxl.co.uk. We are here to help and will prioritize your request as soon as we hear from you.
Kind regards,
Catalin
vidaXL
Disgusting service
Disgusting service, blatant lying, wrong product sent, tried to get out of it but all my evidence was there. Didn’t bother to reply to me for over two weeks, then said they put refund through but lied, gave me all different dates of refund. NEVER USE YOU AGAIN
July 22, 2025
Unprompted review
Reply from vidaXL.us
Hi Pauline,
Thank you for sharing your feedback, and I’m truly sorry to hear about your experience. I can understand how frustrating this situation must have been, especially with the delays and confusion surrounding the refund.
Upon reviewing our records, I can confirm that the credit note was emailed to you earlier, and I apologise if this wasn’t communicated clearly. We strive to offer transparency and timely support, and I regret that you did not receive the service you expected.
If you would like further clarification or assistance with the refund, please feel free to reach out, and we will do everything we can to resolve this to your satisfaction. You can email us at feedback@vidaxl.co.uk.
Kind regards,
Catalin
vidaXL
I bought my TV stand from Walmart…
I bought my TV stand from Walmart through a third-party seller, VidaXL. Never again!
The TV stand arrived with several cracked parts. When I contacted VidaXL, they said the maximum they could offer me was $27—which isn’t even half of what I paid. After that, they stopped replying to my emails. Do not buy anything from this store; you will be disappointed. I asked for replacement parts, and their answer was: no, but you can get $27 back. COME ON!
Never again.
By the way, I still haven’t received my $27.
August 19, 2025
Unprompted review
Reply from vidaXL.us
Hi Luccas,
I’m truly sorry to hear about the frustrating experience you had with your TV stand purchase, and I completely understand your disappointment. It’s certainly not the level of service we aim to provide.
I’m happy to inform you that my colleagues have been able to sort this out for you, and I believe the issue has been resolved. If there’s anything further you need, please don’t hesitate to reach out. Our email address is feedback@vidaxl.com.
Kind regards,
Catalin
vidaXL
WORST CUSTOMER SERVICE.
WORST CUSTOMER SERVICE.
Ordered an "in stock" item with original delivery date of 2 weeks.
They switched the delivery date to Aug 5 (5 weeks after the order was placed).
Today is Aug 19 almost two months after paying & still no tracking numbers and no responses to emails.
I will update the review if anything changes - but BEWARE before you order!
I had an installer waiting to assemble the furniture who is no longer available due to the extreme delays.
Don't waste your money.
June 27, 2025
Unprompted review
Reply from vidaXL.us
Hi Abraham,
I sincerely apologize for the delay in receiving your order. Please note that international shipments to the U.S. can sometimes take longer than expected.
I understand that the delay is longer than anticipated, but since the products are being shipped from our warehouse in the Netherlands, delivery times can be extended.
I've sent you a private message including some additional information about the shipping.
UPDATE: I'm pleased that everything is now in order. It's always our goal to ensure that your experience with us is smooth and satisfactory, and I'm glad we were able to reach a positive outcome. Should you need any further assistance in the future, please don’t hesitate to reach out at feedback@vidaxl.com — we’re always here to help.
Kind regards,
Catalin
vidaXL
Extremely low quality and refuse to accept returns
They do not accept returns and their products are extremely low quality. Do not get tricked. Do not order from here.
**Update**
They obviously do not like bad reviews so they reached out to me confirming they will not offer a refund, but are offering me $120 refund (I originally spent >$400) for defective planters that are so low quality they cannot hold soil without bulging out because the steel is paper thin. I need to buy new planters from a different supplier. Alternatively, they are offering $150 in store credit, but I never want to buy anything from here again. Both of these options are less than 50% of what I spent on the crap they sent me and that they will not take back.
Do yourself a favor and do not buy from here. I think the only way to get your money back is to do a credit card dispute/chargeback. When I called Chase they mentioned they have frequent issues with this merchant and a 100% success rate in getting their customer's funds returned, because obviously the company will not do it themselves.
July 21, 2025
Unprompted review
Reply from vidaXL.us
Hi Sam,
I'm sorry to hear that the products not as expected. Please be assured that not all of our products are of poor quality. We take great care in sourcing and manufacturing to uphold high standards across our entire product range. Customer satisfaction and product reliability remain our top priorities, and we continuously work to improve and maintain the quality of all items we offer.
UPDATE: As I haven't heard back from you in a while, I assume assistance is no longer needed. If you still need help, please reply to my email or send us a new one on feedback@vidaxl.com.
Kind regards,
Catalin
vidaXL
I bought a lockbox
I bought a lockbox. It is a piece of crap. I wish I had read the reviews before buying it. Don’t waste your money unless you don’t mind spending your time sending it back.
July 25, 2025
Unprompted review
Reply from vidaXL.us
Hi Kaye,
We're sorry to hear you're not satisfied with the lockbox.
To assist you further, could you please provide your order number? We'll look into this right away. You can share the details by replying either to the email we sent or directly to the request on Trustpilot.
UPDATE: I've tried to contact you several times without success. If assistance is still needed, feel free to reply to my email or send us a new one on feedback@vidaxl.com.
Kind regards,
Catalin
vidaXL
I have purchased 8 garden beds 2…
I have purchased 8 garden beds 2 different styles from vidaXL. The thing I like the most is all the different sizes, If your looking for a unusual size they probably have it. I have not had any problems with any of the beds in the garden so far but I do wish the metal was thicker other than that I have no complaints so far.
July 17, 2025
Unprompted review
Reply from vidaXL.us
Dear Tracy Hill,
Thank you very much for sharing your experience with us.
We are excited to learn you are satisfied with our products.
I will give your feedback to the relevant departments for improvement.
Hope to see you again soon!
Kind regards,
Joan - vidaXL
Frustrated customer AVOID THIS COMPANY
Can't give a zero star rating so had to give 1 star. I ordered goods from this company via market place on B&q. Items were not suitable so returned via B&q 29th March 25 it's now 24th of May and still have not received any money back from them. Every time I contact them about it they give me the run around. I've even provided them with proof of return as requested by them and they still claim they haven't received the goods yet B&q say they have received them. Now they want a tracking number and name of courier that B&q used but they don't give you any of that information just a returns receipt for a refund. I think this company is just trying to get out of paying back my money. If B&q say that they've provided proof that they have received their goods back and I done my part, then what's the problem. Just refund me my money. Simple
Trading standards will be receiving an email about this company
March 29, 2025
Unprompted review
Reply from vidaXL.us
Hi Sharon,
Thank you for taking the time to leave us a review and for bringing this to our attention. This is certainly not the level of service we aim to provide for our valued customers.
I'm reaching out from the Webcare team here at vidaXL as I would love to help you on this matter.
Kindly provide me with either the order (SAP) number, email address or phone number linked to your order. You can share these details by responding to the request we sent via Trustpilot or by editing your original review to include them.
UPDATE: As I have not received a response, I will assume that everything has been resolved. However, if you still require any assistance, please don’t hesitate to reach out. You can email us at feedback@vidaxl.com — we’ll be happy to assist you.
Kind regards,
Catalin
vidaXL
I can not get hold of Vidaxl
I can not get hold of Vidaxl, they do not respond. I’ve emailed on numerous occasions and I’ve sent a message on messenger but still no reply. It’s extremely frustrating as they have sent me a faulty product which we can’t use!!!
Order number : 0044000904483
I ordered an 8ft air track for my daughter’s birthday. We waited until her birthday to inflate it but it immediately started to deflate. It has never worked, We have tried so many times to inflate it but it goes flat.
We are very frustrated as it cost £150 and my daughter can’t use it. Obviously, this is not acceptable .
Please either replace it or refund?
May 14, 2025
Unprompted review
Reply from vidaXL.us
Hi Laura,
Please accept my apologies as the product is faulty and for any inconvenience this may have caused. This is certainly not the level of service we aim to provide at vidaXL. We completely understand how disappointing it must have been to receive a faulty product, especially for such a special occasion as your daughter's birthday.
UPDATE: Regarding the faulty 8ft air track: we acknowledge that the product did not meet expectations, and we want to assure you that your concerns were heard. We’re happy we could work together toward a solution, and we appreciate your patience during this process.
Your satisfaction is important to us, and we hope that the resolution we've provided helps to restore your confidence in our service. We hope to see you again soon!
Kind regards,
Catalin
vidaXL
Bought a summer bed and still love it!
Bought a summer bed and still love it!
It's been 5 summers in Ohio and I store the outdoor summer bed from winter to summer so it gets moved around. I still look forward to enjoying it in the summer. The rain doesn't ruin it either. Well, the rain was heavy at the top and broke the tie straps.
April 19, 2025
Unprompted review
Reply from vidaXL.us
Dear aprilreign,
Thank you for taking the time to leave feedback about your experience!
We are so pleased to hear you found the product to your liking. We are constantly expanding our lines of products to meet your needs.
We are always keen to answer any questions you have. Please always feel free to reach out to us.
Regards,
Joan - vidaXL
Fake and deceiving company
I bought one of Vidaxl products from noon app
The bed I bought is super king size 200 x 200 cm
What I get after a week is a very small tiny bed 100 cm wide only
I tried to reach the customer service in noon
I sent 8 photos and a video for them as a proof also
This seller ( vivaxl ) is using these apps to deceive customers
I need to take my money back or to get the right item which I suppose to get.
It is a very bad experience with both noon and vivaxl seller
April 16, 2025
Unprompted review
Reply from vidaXL.us
Hi Ahmad,
Thank you for reaching out. Based on the information available, it appears that this order was not placed through our website. I kindly recommend contacting the seller directly for further assistance regarding your purchase.
Please let us know if there's anything else we can help you with!
Kind regards,
Catalin - vidaXL
Just arrived today had broken corners…
Just arrived today had broken corners on one box managed to fix it started putting it together wood was bent don't know if it got wet had to drill predrilled holes for knobs cause they were not straight so I just bought a template for over 100 now another 60 to 80 to get it right and it's not water proof as description says so I would give it a minus 10 stars
March 24, 2025
Unprompted review
Reply from vidaXL.us
Dear Jack,
Thank you for your feedback. I am very sorry to hear the product is damaged and I understand how you may feel. After checking, unfortunately I was unable to locate the communication you have sent us. As a result, I have requested more details from you (such as order number, email address and telephone number) so we can get in touch and address your concerns to your satisfaction.
Once I receive the requested information, I will reach out to you.
Warm Regards,
Anna / vidaXL
Wrong or missing parts of the product
Wrong or missing parts of the product. I have three issues with them. Also, I could not find where I can complain directly to them.
February 3, 2025
Unprompted review
Reply from vidaXL.us
Dear Laura,
Thank you for taking you time to review your order.
We are very sorry to hear that your order item has missing parts
We have reached out to you via your personal e-mail address in order to solve this issue together.
Would you be so kind as to look at this message and get back to me when possible?
I hope to hear from you again.
Kind regards,
Miklos / vidaXL
Great customer service!
Order number 0044000846496
Ordered a kitchen pull out basket. Great customer product and customer service!
December 9, 2024
Unprompted review
Reply from vidaXL.us
Dear Customer,
Thank you for sharing your feedback with us. We do apologize for any inconvenience caused to you.
We have requested more information regarding your order so we can address your concerns in further detail and offer you a solution.
We are waiting for your response.
Have a lovely day!
Kind regards,
Anna/vidaXL
It is an scam helped by Bed and Bath…
It is an scam helped by Bed and Bath and Beyond. Products are bad and broken. No way you can contact customer service . Bed and Bath and Beyond Online just offers an excuse that they were not the direct seller. It is a shame!
October 11, 2024
Unprompted review
Reply from vidaXL.us
Dear Customer,
Thank you for sharing your feedback with us. We do apologize for any inconvenience caused to you and the fact the item was not as expected.
I have tried to contact you but I was not able to reach you. Could you please send us an e-mail to feedback@vidaxl.com to help you with your order and find a solution for you?
Have a lovely day!
Kind regards,
Anna/vidaXL
I tried to cancel an order before it…
I tried to cancel an order before it was shipped, but they wouldn't accept my cancel request and shipped it anyway. I placed the order on October 31. On November 1 I requested to cancel. The person I chatted with said they did not have the ability to cancel my order. The item was not shipped until November 3. When I received it they said it was against their policy to accept returns. Do not buy from this company.
Nov 21
VidaXL has since reached out to me and issued me a full refund which was much appreciated
October 28, 2024
Unprompted review
Reply from vidaXL.us
Dear Customer,
We are sorry to hear you could not cancel your order and you received it.
I will contact you in private and I will help you with the return request.
Have a lovely day!
Kind regards,
Anna/vidaXL
Brutal
Bought a bathroom floor cabinet. The worst product manual I have ever seen. Will be returning it.
November 4, 2024
Unprompted review
Reply from vidaXL.us
Dear Customer,
Thank you for sharing your feedback with us. We do apologize for any inconvenience caused to you and the fact the item was not as expected.
I have contacted you via e-mail to offer you solutions to your issue and I am waiting for your reply.
Have a great day!
Kind regards,
Anna/vidaXL
Products not fit for purpose
Bought a set of 2 bedside drawers which looked nice on the website but when received had nothing but trouble trying to assemble.
We bought through Robert Dyas and although not their product, tried to not give a full refund for faulty goods so I had to remind them of our consumer rights as the product was not fit for purpose and was faulty.
The screws were really soft and most weren’t even centered properly so they kept rounding off which I’ve seen other reviews here mention. Some holes that were suppose to be pre drilled didn’t go deep enough so that led to more stripped screws. One of the draw sliding rails wasn’t even right angled and looked like it had been bent and didn’t comfortably wrap around the assembled draw pieces.
Honestly couldn’t believe the absolutely awful quality (the screws mainly), the wood itself looked okay.
So glad I managed to get full refund, and although not Robert Dyas’ product, I’ll always be weary of buying furniture through them now. And I’ll NEVER buy anything that’s branded vidaxl. Had a lucky escape and got our £40 back, the only thing we lost was our time and patience.
October 28, 2024
Unprompted review
Reply from vidaXL.us
Dear Customer,
Thank you for sharing your feedback with us. We do apologize for any inconvenience caused to you and the fact the item was not as expected. I am happy to hear that you have received the desired solution which a is refund and I will be more than happy to take a look again on the issue and to see what I can do to get things right for you.
Could you please answer to the form we have sent you and provide the information required including your order number? Thank you!
Have a lovely day!
Kind regards,
Anna/vidaXL
Avoid them at all cost!
Avoid them at all cost!
They never deliver the items , neither refund the ‘lost’ items
October 29, 2024
Unprompted review
Reply from vidaXL.us
Dear Mauro,
I am truly sorry to hear you had this experience and I will help you solving your issue.
We have send you a form so you can fill in with the requested information such as order number and e-mail address so we are able to identify the order in the system and take a look.
Looking forward to hearing from you!
Have a lovely day!
Regards,
vidaXL
Do yourself a favour if you see a…
Do yourself a favour if you see a product is this brand don’t buy it.
I bought a raised flower bed from band q online what arrived was junk
It cost £229 and should have been 4.4m x1.4 m it arrived in box less than 60cm x60cm and took over a day and 500 screws to assemble the edges are sharp and ripped all my clothing
To make matters worse once assembled and filled with soil it completely lost its shape and I had to get wood to make a wooden Flower bed around it. It was absolute junk.
I shouldn’t be suprised it’s not the first time I have been caught out with this brand I bought a garden table and chairs via eBay that was difficult to assemble due to screw holes etc being misaligned- surprise surprise Vidal xl was the brand.
I also purchased a cold frame if eBay that fell apart after 4 months - the brand Vidal xl
Avoid this brand like the plaque it may look nice in the picture but what they are selling is complete junk.
September 30, 2024
Unprompted review
Reply from vidaXL.us
Dear Tamara,
I am truly sorry to hear you have received an item which is not fit for purpose and I understand how you may feel.
We have found your order and it seems it is an order placed through a different seller.
In this case, you will need to contact the seller to help you solve your issue.
I wish you a great day!
Regards,
vidaXL
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