“their furniture is hilariously undersized its almost like for dolls houses. the pictures on their site dont represent what they actually look like in person and theyre photoshopped to look larger”
“Dock ladder arrived with a plastic seal and pull up cord missing. The online Chatbot was worse than useless, all it did was give me a link to download the parts list of the ladder - and that was all. Connected to an online agent who just hung up without making any effort at all to help me. I was eventually told to return the dock ladder, no instructions how I should do this or if postage costs would be reimbursed. I had already installed the ladder and made adaptations to fit my dock so could not dismantle and return the ladder. All I need is a plastic insert and a pull up cord. Interestingly, when opening the ladder box, there was a hand held sellotape dispensing machine in the box which I assume the packer is now looking for. I will not be using this company again.”
“Taken from mid June 2026 until today to try and put chest of drawers together with breaks for visitors and waiting for wood filler to set.
1. Instructions appalling and difficult to follow.
2. Quality of materials so poor it’s impossible to correct if error made hence the wood filler.
Item has not been constructed and is going in the skip.”
“Taken from mid June 2026 until today to try and put chest of drawers together with breaks for visitors and waiting for wood filler to set.
1. Instructions appalling and difficult to follow.
2. Quality of materials so poor it’s impossible to correct if error made hence the wood filler.
Item has not been constructed and is going in the skip.”
“I had to write following email to Vida XL:
1. I am writing to cancel my order of July 30, 2026, in which I ordered a galvanized steel outdoor kennel measuring 3x3x2.5 meters (see attached "Invoice").
Reason: I received the wrong order. I was delivered two packages for a kennel measuring 3x1.5 meters - THE MEASUREMENTS ARE MARKED ON THE PACKAGE - which does not correspond to my order (see 2 attached photos).
2. Vida XL's own chat acknowledges that I received the wrong product: the product on the invoice is not the same as the one delivered (see "Vida XL Chat Photo").
3. I also counted the tubes in the box, and the number corresponds to a kennel measuring 3x1.5 meters, not 3x3x2.5 meters (see "Video" and photo "3x1.5 meter kennel delivered" attached).
4- I have already made several complaints through various channels (emails, chat, and phone) without results. Your service is deplorable: you left me hanging X times on chat, hung up on me on the phone, and when I sent the declaration by email you didn't respond (I am resending the declaration as an attachment).
This is the first and last time I order from Vida XL.
5- Now, I am sending the cancellation form as an attachment and await a refund as soon as possible.
6- If I do not receive the refund by Tuesday, August 18th, I will do everything to write in the electronic complaints book and contact the competent authority.”
“The products being advertised are misleading at best. Poor quality materials and images do not reflect the product. Customer service is poor, and they expect you to cover shipping costs from everywhere in Europe back to Poland. Avoid this retailer.”
“Damaged Goods, Endless Chasing and an ICO Complaint
UPDATE
Following this review on TrustPilot, Michelle from vidaXL contacted me and advised that she wished to look into the matter further. I welcomed that opportunity, responded promptly and provided everything she requested, including my order details and the names of the staff who had handled both the complaint and the Subject Access Request.
Unfortunately, despite providing everything requested and subsequently chasing for an update, I have received no further response. That is extremely disappointing and, regrettably, simply reinforces the very concerns that led me to leave this review in the first place. I had genuinely hoped this latest contact signalled a willingness to resolve matters. Instead, it has become another example of a matter progressing only when I continue to chase it.
One aspect that particularly concerned me was the handling of my Subject Access Request. Despite the extensive history of emails, live chats and complaint handling, vidaXL declined to provide records that I had requested, including chat logs and complaint-related communications. I considered this sufficiently concerning to refer the matter to the Information Commissioner's Office. Based on my experience, I would strongly encourage customers to keep copies of their own emails, live chats, photographs and any other communications throughout the process, as these may become important if a complaint becomes prolonged.
My concerns were never simply that a product arrived damaged.
The original items arrived with damage across multiple components. Photographs were provided immediately and I contacted vidaXL on the day of delivery. Unfortunately, what should have been a straightforward customer service issue became a lengthy and frustrating process.
Replacement items were supplied, but they also arrived damaged. In particular, the same component appeared repeatedly damaged across multiple units, which raised concerns regarding packaging or quality control. By this stage I had multiple damaged items, including original units which I had repeatedly explained I did not want to keep as they were of little practical use and weighed approximately 25kg each.
What followed was a cycle of emails, live chats, delays, repeated explanations, inconsistent responses and multiple escalations. I repeatedly explained that the process itself was becoming the problem. Instead of dealing with a single damaged delivery, I found myself spending a significant amount of time chasing updates, re-explaining matters and attempting to obtain meaningful management involvement.
I asked for a manager to become involved, sought clarity regarding compensation and repeatedly attempted to find a practical resolution that would bring matters to a close. Calls were attempted without prior arrangement and, when I attempted to continue those discussions, communications appeared to stall. The overall experience became unnecessarily drawn out and far more stressful than it should ever have been.
I acknowledge that compensation was offered during the process. However, my dissatisfaction relates primarily to the overall handling of the matter rather than any single offer. By that stage I had simply reached the point where I gave up because I no longer had confidence that the matter would ever be resolved properly.
The file already contains a substantial history of correspondence and, in my view, demonstrates the amount of time and effort required simply to progress what began as a relatively straightforward complaint.
Based on my own experience, I would encourage prospective customers to exercise caution. If you do purchase from vidaXL, I strongly recommend keeping copies of all emails, live chats, photographs and any other communications from the outset. Should something go wrong, those records may prove invaluable. I sincerely hope others have a better experience than I did, but unfortunately I cannot recommend the level of customer service or complaint handling that I experienced.”
“Extremely poor customer service.
I purchased a motorized awning, but the remote control was defective upon delivery. After providing video evidence, VidaXL insisted that I remove and return the entire 4-meter-wide awning, even though the issue was only with the remote control.
I even spent my own money on a replacement remote in an attempt to solve the problem, but it turned out to be incompatible. After that, VidaXL completely stopped responding to my emails.
The result is that I now own a motorized awning that cannot be used. I am extremely disappointed and cannot recommend VidaXL to anyone.”
“Poor quality and even worse customer service. The cushions took far longer to arrive than expected, and when they finally showed up, they had adhesive marks on them. Trying to get help has been a nightmare. I've been going back and forth with support for weeks with little progress, and the suggested return process would cost nearly the same as the item itself. Communication has been extremely slow, with long periods of no response to emails. Overall, a very disappointing experience and not a company I would choose again.”
“I’d give a 0 star rating if it was possible.
My parasol base arrived smashed in two. The packaging was very poor, I’m not surprised it was damaged. I bought the base through Robert Dyas who assured me it would be collected and I’d receive a refund, but neither happened. I was offered a “partial” refund of £17 - the base is granite and cost £97! They expected me to return the 30kg item at my own expense. My”case” has been referred to 3 departments and I am still waiting a satisfactory outcome.
I’d never buy from them again.”
“We have made the order 0030001138915. You have been paid in full and you have not delivered all the items. Your transportation company confirms that the missing items have not even shipped on your end. We have been contacting you over emails and chat. daily. You avoid to answer if and when we will take the products you have been paid in full. Also every time you close the chat communication suddenly and you provide always the same generic answers. Your phone number is not operating. We have called more than 200 times any time of the day. We are afraid that this happens in purpose and you take the money of the consumers with out delivering. If we do not hear from you today and we do not receive the items by next week, we will report you for fraud and ask our bank to stop the payment. Also we will report you to the local and EU authorities for practices against the consumer law. It's unacceptable to have agents providing the same generic answers and promises that the relevant department will urgently revert and in return ignore us and keep our money.”
“Produit défectueux, documentation plus que douteuse. Manque des pièces dans le colis pour une table basse. Mauvais perçages. Pas cher mais très mécontent”
“I advise against buying on this shop. I bought something on 10th of February and they claim to have delivered it. But I got no package and reported the issue to theur customer service. To this day, I only get replies that they are checking but still I got no item nor any refund. Very disappointing”
“jag längtade oerhört efter mitt sommar växthus .förädlade och fixade . trasigt vid leverans . obrukbar .erbjuds 10%av kostnaden . har ingen möjlighet att skaffa annat”
“Ordered an item 5 days ago and can't even get a tracking number ! I was told they have to wait 6 days to get word back from their warehouse ! Obviously they don't have any phones !!! I won't be touching them ever again !”
“EVERYTHING - THIS COMPANY SHOULD BE ADDED TO THE BLACKLIST AS THEY SEND PRODUCTS THAT DO NOT MATCH WHAT YOU PAID FOR AND WONT RESPOND TO ANY COMPLAINTS - EVERYDAY I CALL AND GET TOLD THAT IT HAS BEEN ESCALATED AND IT WILL TAKE MINIMUM OF 3 DAYS TO GET A RESPONSE - SO EACH DAY IT ADDS ANOTHER DAY TO THE TIMEFRAME OF A RESPONSE. POOR CUSTOMER SERVICE AND A DOGEY COMPANY! BE AWARE WHEN BUYING FROM THEM - I WOULD RECOMMEND TO BYPASS THEM AND LOOK FOR ANOTHER COMPANY/SUPPLIER. STILL NO RESPONSE AND ITS BEEN 10 DAYS. PACKAGES SITTING DORMANT IN OUR LIVING ROOM THAT SHOULD BE THROWN IN THE BIN.”
“Omg. Absolute rubbish.
If I’d of realised how awful this product was before I opened it I would’ve sent it straight back.
More components than an Appollo space rocket.
Quality so poor that even a light gust of wind would blow it away, like the house in the wizard of oz. Definitely not worth the 190,000 Hungarian Forints.
Stated that it would take 5-6 hours to build. Is that for a team of a dozen professional builders.
Extremely dissatisfied and disappointed.
And just to add that also stated that it would arrive between 3-5 days.
Took over a week.”
