Review Time
The sofa had holes that didn't line up to bolt the 2 pieces together. I just screwed it together. But there was another board that holds the 2 halves together so it turned out ok. The reclining chair had pieces that didn't match the illustrations. I contacted customer service and they were very helpful. VidaXL has many attractive products, prices are good and delivery is quick. I wish their instructions came with written explanations, not just illustrations that sometimes make it difficult to assemble a piece, but their customer service will help you if you run into problems.
After my review here in trust pilot I was contacted by Gil and finally refunded. Thanks Gil, for your help. I don’t cancel my review because reading it can help other unlucky clients like me. Hope you improve your customers service because you sell beautiful products. I made my order n. 0351000147835 on July 5th . The delivery had to be done on July 12th, following it, as suggested from vidaXL email order confirmation. I had to receive the articles ordered in different deliveries, the first arrived the second didn’t. I informed customer’s service that I supposed there was a problem with DPD transport, that I needed their help because DPD delivery service seemed not trustable at all. Impossible to receive I asked to be refund and for this article Tela de Jardim 1x5 en bamboo, after many chat, and emails as by phone it’s impossible to speak with vidaXL, on august 8th I was refunded. One month after the order, the payment without see it. But ok I was refunded. Of the remaining two pieces, I decided to return one, Espregiudiçaera en bambù Com almofada because was not a good quality and not solid enough to be safe. I informed vidaXL by email on august 2nd, and they told me they will send someone to pick up the parcel. From that moment it started a nightmare. Every day from 8.00am and 5pm,I waited at home the DPD transport . Nobody came, and plus every day I received an email from DPD who said that they came and they didn’t find me so they deduced I didn’t exist. And one email from vidaXL SAYING THAT they had no news from me in the last 48 hours , so IF THEY HAD NO NEWS FROM ME IN THE NEXT 24 HOURS they supposed I didn’t need any more help. After dozens of email,mostly automatic generated, many labels printed, and a longtime spent waiting to speak with DPD operators, I ask vidaXL to close this unlucky story, and not risk to stay at home waiting unnecessarily, to carry the parcel at my own Expense by taxi to the transport pick up. At this point, august 16th they discovered that the package was too big for DPD,so they will sent a new label, and new instructions for UPS transport.On august 18th I printed the new labels and I went by taxi (15 Euro paid by me) and I left the order at UPS collecting point. I immediately received from them the confirmation the parcel was in their hands.I immediately informed vitaXL and I asked to be refunded with an email dated august 19th. On august 20th they answered that they had sollecitate my refund. On august 22nd I received an email that as they had no news from me they supposed I didn’t need help...The last email I received, it was august 25th and says that they apologize but they sollecitate my refund and it need between 8 or 10 days depending from my payment method. I payed by direct transference from my bank to their account, it doesn’t need ten days. And plus in their website they write that in case of return, you will be refounded between 3/5 days. I think that vidaXL is not a serious company. I buy online everything since almost 15 years, and it never happen to me a so exhausting story. For a couple of days of delate a serious customers’service apologize,proceed with your refunds and often offre a discount or a bonus to keep your fidelity. They didn’t. Not yet.I read many reviews and it seems that many customers,exhausted for the long waiting, decide not to return products, also if they don’t need or like or are not of an excellent quality because its too complicated to return them the items delivered. This made me think, but I hope to be wrong, that they are loosing time to keep your money in their pockets as long as possible. Today is august 30th, almost one month since I asked them to return the item, and I have not yet received my refund, and plus I had to pay 15 euro for a taxi as they didn’t pick up the parcels. Pls, before answering, read all the history of my order. You have all the emails. I tryed to resume, but honestly, it’s not easy.RegardsAlessandra
There was no follow up of the delivery. The site of the delivery company did not give any information of the status. Also, the delivery time was expected to be less than 1 week but it was much more.The material came damaged and dirty.But, after claiming all these issues, VidaXl was very accountable and accepted to reimburse part of the purchase. It is a pity that their logistic has to improve a lot, but the customer service has never stopped communicating.
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A vidaXL é uma loja online internacional onde pode encontrar tudo o que precisa para a sua casa, jardim, garagem e projetos de bricolage. O nosso conceito baseia-se na oferta de uma vasta gama de produtos que permitem às pessoas "viver bem por menos". Através de soluções simples de redução de custos que não afetam negativamente a qualidade dos produtos, conseguimos tornar os nossos produtos acessíveis ao maior número possível de pessoas. Todos os processos, desde o desenvolvimento de produtos e compras, marketing e vendas, logística e serviços de apoio ao cliente, estão nas nossas mãos. Desta forma, mantemos o controlo total sobre a funcionalidade, a qualidade e os custos dos nossos produtos.See more
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