Vidaxl Reviews 42

Their products are generally OK and are well priced - but you run a huge risk in getting the right thing actually delivered to you and when they mess up (as they will), you will be waiting months trying to get them to fix it. They are pleasant enough to deal with and I feel sorry for the staff, but, like every other big retailer, they completely disavow any responsibility for getting things to you on time (or at all!). I have used them a few times and each time I have had the same issue - wrong parts and an inability to get the right parts to you in the timeframe promised (actually, it took months the last time, this time I am still waiting...). So overall a pretty poor customer experience.

Supply poor quality outdoor garden chairs. Unable to replace parts cracked during assembly in a reasonable time. Expect me to disassemble, buy new packing, repackage and make available for collection to get a full refund. I would advise anyone not to buy from this company.

very poorly made cheap wood the roof has no proper waterproofing catches on the doors a flimsy bit of wood certainly not suitable to put in the garden not fox proof by any means for the price of almost 300 pound its a rip off never will i buy from this company again flimsy cheaply made and certainly not worth the money

I ordered a tall slim garden shed from vidaxl,as soon as the packages arrived I knew they wer wrong.i emailed them straightaway the next morning they wanted pictures of the product which I sent ..then a day later wanted more pictures this time with a tape measure on the package to show size.i explained the smallest part of the panels for the shed are 80cm..when actually they should be 171cm...it's so obvious to a blind man's Labrador it's not the right item .I tried to compromise with them .ther reason of compromise was keep the product & we will give you £57 back ..I paid £287.99. So why would I do such a thing..maybe to build the kennel for the (Labrador)..I said I want a full refund what did I get in response the same offer again or a £80 voucher..the website is a nightmare . customer service is the worst Iev ever experienced..no phone no ..leave alone.do not use this shambles of a company they need investigated by trading standards ...Alan Whitley bay.

Today I have received a coffee table that was both badly damaged and of very poor quality ,It is almost impossible to contact their customer services although I have tried numerous times.
The item was very badly packed and the packaging was also damaged, however the product was dirty and looking at the damage itself I suspect that it was like it before it was packed, this experience has left me both upset and angry.
This Item was purchased through amazon maybe they have some answers.

Do not use this company! I had the misfortune of purchasing a pool ladder from them via eBay. They issued a recall notice in September and I returned the item. I am still waiting for a refund. They refuse to refund to the payment method and are asking for my bank details. This sounds very fishy and I am now concerned about the validity of this company.

I have had no end of problems with VidaXL.

I ordered 2 gabion cages from them on the 18th of August and to date I am yet to receive the the complete order.

When I received what was supposed to be my complete order, I had 2 items which I did not order and I was missing several pieces for the gabion cage. After contacting VidaXL by email (I could not find a phone number on their website) they said that I would need to return the incorrect items before they can send me my 'replacement' items. I tried to reason with them and said I was happy to return the items that I received in error as I have absolutely no need for them, but could they process the the shipment for the items I actually ordered now, rather than waiting for me to return the incorrect items. Their response was basically a flat 'no, we cannot send you the items you actually ordered until you return the items you didn't order.

As I had booked some time off of work to do a garden project that relied on these cages and it was taking about a day to receive responses by email, I decided to just do what they said so I can get the rest of the gabion cages and my holiday isn't wasted.

A few days later I still haven't received the missing items and there is no email to confirm that they have been shipped or that they have received the items I returned. So I email to ask for an update only to be told that there was some sort of error so my items haven't been shipped yet, but they will get it sent to me straight away.

At the end of my first week off work, I received that was supposed to be the missing the items, instead what I get is the same stuff I already have.

So I managed to get a phone number for them to try and get it sorted. I spoke to a very helpful customer service representative who was able to identify what was missing and said she would process the shipment for me and I had an email that day (2nd of September) to say that I would receive the order within 5 working days. At this point I have already been off work for a week, not being able to do what I wanted to do in the garden, effectively wasting my holiday and the items weren't going to arrive for another week, so my second week of holiday is also going to be wasted.

It is now the 10th of September, no sign of the rest of my gabion cage. So I have just phoned them again, only to be told the shipment for the missing items was rejected by the 'back office'. Well thanks for telling me this sooner????

So this time next week, it will have been a month since I placed my order and it is likely that I still don't have all the items I have ordered and paid for despite multiple emails and phone calls.

The customer service has been awful, with absolutely no appreciation for the fact that I have booked time off work and their incompetence has basically left me with 2 weeks less holiday and nothing to show for it.

Hi vidaxl
I recently purchased an item from your ebay shop the item arrived damaged , and I have been in Contact with you every day this week regarding the order as I want to get refunded or at least a replacement sent out , there is no way the item was damaged in transit to me it has been damaged before leaving the warehouse or factory , I am extremely annoyed and disheartened in the way my matter is being dealt with every time I contact you on chat email or phone I am bluffed off with the usual " we will call you back " or " We cannot get our system to work just now " this is totally unacceptable.
Many Thanks

Stunned at the dire reviews I've seen just before posting this. My experience was pretty good, products ordered were as expected and delivered earlier than stated. I've not had reason to contact their Customer Services so cannot comment on this although this is an area where many companies fail. Hopefully it will improve as we come out of Covid.

Ordered some stackable chairs for outside. They arrived flatpacked and were nigh on impossible to build. *Family of engineers so should have been a doddle. The pieces didn't fit properly. Every single chair just fell to bits when sat on. They were flimsy and really cheap. Didnt expect to have to build them either. Bought others cheaper from a shop and still fine.

Terrible experience. I've bought 2 products - The first they sent the wrong product, with a very bad smell. The second product was used, the package was opened before, Smelly, dirty, terrible paint, broken edges and full of yellow tapes. This is the second time I'm buying the product with.

Shocking quality, was expecting a high end product. Useless instructions, the screws didn’t screw in properly, the air/gas hinge didn’t work . Biggest waste of money for a faulty product and no response from organisation. Unlikely to see any refund and very frustrating. No one has money to burn especially in the current time with covid. Whoever owns this company clearly doesn’t care about supplying products of high quality but likes charging high prices. Disgusting.

DO NOT USE THIS COMPANY, NOT ONLY DID THEY SEND THE WRONG ITEM, THE ITEM THEY DID SEND ME WAS SCRATCHED AND WAS MISSING INSTRUCTIONS AND NUTS/BOLTS.

IVE GIVEN THEM A CHANCE TO FIX THIS AND SEND ME WHAT IVE ORDERED, THEIR RESPONSE WAS I NEED TO WAIT 20 BUSINESS DAYS.

STAY AWAY.

I had to wait six weeks to receive my order, after much chasing. However end result is fine.

My product was over month late. I constantly had to chase up for updates. At no point did they reassure me that they had the item in stock. This is probably because they didn't and were stalling until more arrived. After the 5th time of asking they told me it was in the warehouse the whole time. In which case that would mean that their staff were too lazy to send it. DO NOT ORDER FROM HERE.

Avoid at all costs, my order did not arrive, the company have refused to take responsibility for themselves or their delivery people! They keep saying my order was delivered! My tracking info on the day of delivery said parcel was undeliverable (whatever that means) and refund was being processed... 7 days later my tracking all of a sudden said it had been delivered 7 days prior!!!...So I’m £94 down with no desk or refund.. amazon said they will be refunding me on their behalf but it has took me nearly two weeks of online messaging daily! Stress is not the word! I made my order on the 5th June it is now the 18th of June! Avoid this company! Their either scammers or they have the worst delivery service and take no responsibility for them!

AVOID AVOID AVOID USING THIS COMPANY AT ALL COSTS
I purchased two sofa sets from VIDAXL.
The sofa sets were very shoddy with parts missing , Cushions missing , no instructions and not fit for purpose.
Despite more than 10 requests they ignored my messages.
I asked eBay to step in.
The company ( VIDA XL )eventually replied promising me they would send a Courier to collect my goods and arrange for a refund.
I waited in for the whole day on the 9th of May as instructed . The courier did not arrive.
I sent yet another message to the company who advised me the courier would arrive on the 11th of May
Surprise surprise , yet again, after waiting in all day , the Courier did not arrive.
This company are using this as a ploy as to avoid refunding my money of £1198.
A total disgrace.
I think that all of the people complaining off on this site ,of which there are many, should all get together and take out legal proceedings against the company to stop them from trading.

EBay should definitely ban them from trading on their website and causing unnecessary stress and time wasting and financial loss from customers

Ordered furniture on 29th April, sent various emails to try and find out where our delivery is, I understand that during the Covid-19 crisis delivery may be delayed but why do these companies insist on taking your money and then not delivering for weeks after? They shouldn't take the money until the item is actually out for delivery. If we had known it would take this long we would have gone elsewhere. Would definitely not recommend!

I was looking for furniture to sit on roof in sun during lockdown on ebay and stumbled over a bar and 6 raffa stools by VidaXL. I put in cautious bid and won item as no other bidders. Realised it was impulsive and mistake. Immediately emailed, messaged and Tweeted to cancel. Their response has caused me so much stress, going on for a month now. Emails with list of 8 different codes or purchase numbers for refund. Messages saying will help and only giving irrelevant information on retracting a bid. I have used eBay for 2 decades and have 100% buyer rating and this is first mistakle and they are treating me so badly, and pretending to help. How can I cancel this? I have an exposed roof that this will not work on. I don't have £289 spare for a mistake during lockdown. They could end it in a snap! But keep it dragging on. I will delete my ebay account if this doesn't end by Monday. i have spent thousands on ebay. This is the most appalling service ever. just cancel.

Having read some of the reviews, I'm not surprised at the general feeling out there.
I'm a first time buyer with this business. My first impression is that they are lack integrity around customer service.
I tried emailing them at the email address they give and it failed and has to resort to contacting Amazon.

This product has continually been delayed with no credible explanation. I accept we are in difficult times but it occurs to me that companies are exploiting the situation with Covid and using it as an excuse not to actually speak to people.
I have autism and speaking to someone is essential to me. This at arms length approach is neither conducive or credible.
I equally blame Amazon who by now must be aware of the poor customer service form them!

I will never buy form them again unless they radically change how they operate and stop ignoring their responsibilities.
VidaXL seem to forget that they entered in to a contract when selling their goods. That includes customer service. then when they fail, they have breached the contract on that point, let alone the failure to deliver on the specified date.