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My order was missing parts and the quality of the product I ordered was substandard. I contacted the company and requested information on returning the product and a full refund. It has now been 4 days and the company continues to counteroffer with replacement parts, coupons and partial refunds. In each correspondence I clearly state that I want to return the item and receive a full refund. I am completely dissatisfied with this company and will continue my fight. Beware of this company, so far not reputable!!

Updated for clarification: They also go by "Rosecliff Heights" on Wayfair.com, so buyer beware if you're trying to avoid purchasing from VidaXL.

I bought a fence gate (very poor quality) and 6 of the vidaXL Fence Posts Aluminum - 2.8" x 2.8" x 72.8"from their website. The website said their post is compatible with the fence boards of 0.8" thickness and 30 days to return, however, my 0.8" composite boards won't slide into the channel. I tried to do a return just the posts and willing to keep the gate, however, they won't accepted it. I would rate at ZERO star for this company and their customer's service if there's an option. I'm getting couple emails like this

Dear Sir/Madam,

Thank you for contacting us regarding your issue. We understand that this is inconvenient and would like to extend our sincere apologies. We will do everything possible to resolve any of your concerns.

I am sorry that the product you purchased from us did not meet your expectations.

As a company policy. Since you have received your complete product, we can no longer offer the return option to you.

Please accept our sincerely apologies for all the inconvenience caused to you.

As always please do not hesitate to contact us if you have any further questions.

Have a nice day!


Kind regards,
Timy
vidaXL

Only gave a one star because I had to give something. A family member bought us a gazebo as a gift we opened it up was missing parts called them and they said because I didn't know who bought it or item number couldn't help. Go to put canopy cover on was to small it's a 13 by 10 . Gave them box item everything still won't replace canopy cover. Offered to by a new one and they don't sell just canopy cover have to by the whole canopy sorry poor customer service. I highly recommend not buying form them ever Unless u wanna deal with no help I will never buy from them and now we have no canopy and that family member is out of money. Great job vidaxl. Horrible

I ordered a stainless steel sink. The accessories did not come in the box. I’ve called them to replace the accessory or even tryed to purchase the sink strainer and attachment still they were not able to help me .3 phone call was a repeat of the first two they state they are gonna send me an email or somebody would get back to me in 48 hours two weeks later no email so I wasted 2 weeks with the customer service department that could not prove any service or solution to my issue

Do not purchase from this company. They do not accept returns and have no indication on their website that sales are final. Shady company

They scam whit they pictures, not at all the sofa we buy online compared whit what we get bad quality super overpriced. And now they are giving me hard time whit the refund

it is not as bad as everyone describes it, but lets see.
So far i'm experiancing a satisfying cust. service regarding my issues. I ordered 2x Book cases of massive Pine wood which arrived very quickly in 4x parcels. Unfortunately in 3x of the parcels were about 1-2 faulty essential parts. I had the opportunity to inspect all packages throroughly, and honestly the wood used had some lovely patterns, and I can't say that they use low quality materials as I've readed in many in the reviews. However, I requested to return both of the products, in order to get me Acacia products. So far I've had no problems getting in touch with the cust. service, I can tell that all agents are quite helpful and some even provide exceptional service.
Lets see how it goes, i'm looking for the company to update my purchase via Klarna, so I can quickly order the desired items ( I really don't want them to run out of stock, i'll be terrified) as I now have new idea to create my comfort zone and am really looking forward to it. I'm hoping for this process to go as quickly as possible because i'm going to stick to my new idea and really looking forward to realize it. Regardless of all negative reviews, i'll still give it a try here, because i've been searching for furniture with character at a decent price, and all the paths led me to this place.....
At the other hand i've ordered a Desk of Mango massive wood with 4 drawers as well, it was the last one, and i'm still waiting for it, and honestly quite excited for this unique piece and can't wait to see my luck regarding its pattern. This website offers a wide range of lovely and unique articles, with a vintage touch and character that can never get old.... (i'll keep updating this review)

Horrible. Tried multiple times to get basic installation info from customer service re buying a $500 playset. First time, they gave me incorrect info (gave me specs on a desk), next told me it was “intellectual property” and they couldnt, then said if its not on the website they couldnt provide it and finally said “do it how you prefer”. Couldnt find many positive reviews on them. Also they only offer 30 day warranty. So I bought a set that is much higher quality, with a great warranty, and had all the info I needed from ANOTHER SELLER to make an informed decision.

I ordered a frameless mirror from this company which arrived smashed. The packaging was poor considering the nature of thye product with no particular indication it was glass and fragile so in firness to thye carrier they would not have given it special care. I contacted VidalXL within minutes of recieving the item via there website and in fairness did get an quick response but there ends any form of customer service as I have been bounced from one dept to another for 4 days. I was asked to submit pictures which I did and have since recieved rediculous offers of a £15 credit voucher or £10 partial refund to keep it ( a box of broken glass) Judging by the emails I have recieved it is obvious messages are not read just responded to with standard responses that is completely inappropriate to the problem. This should be a simple matter of issueing a refund but in stead has turned into an unneccesareily stressful excersize. Avoid this company like the plague!

Total Garbage. We bought several locker sets. The directions give no indication that some pieces have an up and down. Unless you like spending hours putting together flimsy metal, only to find out that two hours ago you installed a piece upside down because there's nothing that indicates the piece is not reversible, stay away.

I bought a coffee table the middle of the table doesn't line up and the same as the corners

Batavia bench - POOR quality

Painting quality is terrible with scratches, wood is cracked on many places. Holes are not matching the pins and screws. Never again.

Communication and shipping time was OK, but product is very very bad even for the price.

I sent a faulty product back and was repeatedly refused a refund. Finally they reluctantly agreed to offer me a voucher. Nothing else on the site I wanted so had to buy something I didn’t really need. Suffice to say, I will never use them again.

After research and read about company I decided to give it a try. After just three days placed the order I received the item. They processed my order and shipped very quick. I would definitely come back again in the future.

I bought 2 items, after 20 min I ask to cancel one of them to buy a bigger one, they said they can't. I have received only 1 item at the end but I have paid for 2.

EDIT: After this review was posted, the VidaXL sent me a refund via PayPal. I have updated this review to 2 stars since they did refund, but only after a year of struggling with my time and effort.

They told me they would give me a full refund if I sent the defective item back. I shipped it back to them but then they asked me for my sensitive bank account information. Very suspicious and abnormal. They refused a refund through any normal means. Know that you will be cheated by this business!

Faulty product. No returns labels. Courier receipted collection of the wrong product from doorstep worth over £150. Didn’t return. Won’t accept responsibility. Haven’t compensated me for loss. Absolutely Appalling

Easy to get in contact. Had a question about tracking information which was answered quickly.

Company took order, then the next day advised that the order is cancelled as our address (which is in the UK mainland) is outside of their delivery radius???????

Maybe they should put what their delivery radius is on their website and stop people wasting time ordering something to a destination (within the UK mainland) that they do not deliver to.