vidaxl.pt

The WORSE on-line experience EVER !

So, I have never used VidaXL before but rest assured I won't be using them again. My first experience has been so frustrating. I placed order on 10th Oct. and made payment via CGD Bank transfer same evening - I had to put their reference number in Banks 'description' field as there was no other place to put it. After several days I chased via submitting online email form I was told they were 'awaiting payment' & could I provide proof. I sent them photo copies of bank statement showing payment made and reference in description. This was acknowledged on 13/10 and representative 'Anthony' confirmed items would be processed. I have not heard anything so chased again a couple of days later (Their website says products usually arrive within 5 days). I kept getting responses that they were looking into it and then finally on 20/10 I was advised they were 'awaiting payment' and could I send proof. I've responded with same images of bank snapshots I sent a week ago alongside copy of their own message confirming receipt.Not impressed. I wish I had just bought parts from Leroy Merlin or other reputable business. Am still waiting for items and would cancel but fear that will be an even longer exercise.VidaXL - Rubbish in my experience.On the last reply from VidaXL it started with 'Dear Jhoselin Huanca' - well Jhoselin works for VidaXL and was the previous support person requesting my IBAN info!! Looks like the left foot doesn’t know what the right foot is doing.The person from VidaXL who has replied to this review has not put their name nor contact so hence I can only update via this website. In parallel, I will submit yet another 'support form' which will invariably result in a cut/paste reply from representative that appears to be working to an agenda of prioritising the turning around of replies to customers rather than actually reading and giving any sort of meaningful response. This only exasperates and frustrates me further.22/10 Despite daily chases and proof payment was made weeks ago the only response I am getting is " sorry for delay its with another department and we will update you ASAP'' useless absolutely useless - no one appears to be taking ownership of issue & chasing it through and I am left as a customer without goods, without any idea of shipping and without funds used to pay for items that are promoted as being delivered in 5 days.Update 23/10 - I have today received the below notification from VidalXL 'Alice':"Unfortunately, the document provided proves that the payment was not successful. The amount will be returned to your account within 10 working days after the payment date.Your payment was not successful because you entered the wrong amount / the wrong payment reference / the wrong bank details ."The above is complete nonsense! It says the payment was 'unsuccessful' however it will be returned within 10 days of payment date - How can it be unsuccessful and yet they will return it? How can they return it within 10 days of payment date when that in itself has expired ? I rechecked the amount required , the account details and the reference number and ALL were spot on. Complete lies and another effort to retain funds illegally.I now believe VidaXL are a SPAM company and will report to fraud office for investigation. Further I will update this review daily until funds are returned - 190.94 EURO to be exact (the same amount they say I haven't paid and yet also say they will return it!) Update 26/10. I confirm refund received into bank of 190.94euro. I withdraw claim of being spammed but am left unsure why the order amount was refunded - unless someone did not see that I had indeed put matching reference number within bank description and therefore could not tie up order. I still won’t be using vidXL ever again due to significant time wasted in trying to clarify over past weeks.

Date of experience: Oct 20, 2021