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Business Profile

Online Retailer

Vidaxl

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/03/2024

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    VidaXL is price gouging. I paid for a product that was discounted when I purchased it, and further discounted less than 24 hours later. I chatted with CS to have the price adjusted or to cancel my order.I was told to wait for an email and they would cancel so that I could re-order. The email never arrived and my order is on its way for delivery.

    Business Response

    Date: 09/19/2024

    Order was partially refunded (21 USD) as agreed with the customer.

  • Initial Complaint

    Date:01/19/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We finally put this together. So many of the parts are damaged-we spent an entire day doing this and hired a helper at $17/hour and are EXTREMELY frustrated that this is such a terrible product. It wont withstand anything and there is no way it is made of galvanized steel. It is so beat up and flimsy and there are a ton of missing parts. Order # ********* Please advise.

    Business Response

    Date: 02/06/2024

    Dear Madam / Sir, 
     
    Thank you for contacting us.
     
    Please note, that this case is handled by our escalation team.
     
    We are sorry to hear that the customer has an issue with their order, and we apologise for any inconvenience.
     
    We have reached out to the customer on the e-mail address: ******************************** to confirm the correct order number and to see how we can help.
     
    Please do not hesitate to contact us if you have any further questions.
     
     
    Kind regards,
    Miklos
    vidaXL

  • Initial Complaint

    Date:11/30/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased an awning from VidaXL on May 23, 2022 for $137.99. After some use, the item broke and I eventually reached out to VidaXL on June 14, 2023 for a refund or replacement for the faulty item. I supplied photos of the damage to VidaXL and VidaXL agreed to remedy the situation. They offered partial refunds or replacement, but they were unable to replace the item, so we agreed on a full refund upon return of the item. VidaXL provided a shipping label and I packed and shipped the defective item. VidaXL confirmed they were tracking the item on August 29, 2023. VidaXL said I would receive the $137.99 refund within 10 business days.After following up on the lack of refund, VidaXL told me the only way to receive a refund would be to provide them with my bank account number and other sensitive financial numbers. I reviewed the risk of sending these numbers and informed VidaXL that this was not an acceptable refund method. I proposed several 'normal' refund methods, such as mailing a check, which VidaXL refused. The matter was sent to 'escalation', but I never heard back from them.I am now without the merchandise and no refund, and considerable time trying to resolve this issue. The email communication, as well as the original invoice, is attached. I am seeking the promised refund and/or some penalty against VidaXL, including a warning to other consumers.Thank you.

  • Initial Complaint

    Date:08/17/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    vidaXL order #************* Large avairy cage Purchased June 14, 2023 The cage came in the mail bent and cut my nephews hand who is a diabetic and he had to go to the doctor. I contacted customer service and they wanted me to keep the cage and get my 250 in a refund, I was going to accept that and I spoke with my Uncle I going to have to purchase additional 200 in padding to keep from harming my Birds!!! There I spent a 1000 of a cage not worth. I want 500 of my money back so i get the materials needed to fix this cage!!!

    Business Response

    Date: 09/19/2024

    Order was partially refunded as agreed with the customer, on 21 Aug 2023

    Customer Answer

    Date: 09/20/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 20486871, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:06/18/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a pergola costing around $750. They did not send the hardware to put the pergola together or the curtains. It is a hassle to communicate through email. They said that they would send me a different item of up to $800. They have no item similar. I ask them why can’t they just send me the missing part or a new one of the same. I was told because of stock but on the website it said they had plenty available. It has been several months and they will not make this right.

    Business Response

    Date: 09/19/2024

    We requested a full refund in our system. However, we needed bank details to be able to perform the refund. We contacted the customer asking for the correct bank details but they did not reply.

  • Initial Complaint

    Date:01/05/2023

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a metal shed from a VidalXL distributor on Ebay last fall but did not get around to putting it up until recently. The kit was missing two short base rail so I cant put it together. I contacted customer service and they said they will not help me, I have even offer to pay a small fee to get these parts, very disappointed. Update: I was contacted by vidalXL after making a few negative reviews on-line and asked me to link this review to the distributor who sold this item on Ebay. For several reason I cant do that. I received the product in sealed boxes with clear marking that it was the product from vidalXL so it is their problem. Any distributor would still need to get parts from them. The cost of these parts would be small. Not sure why they are refusing to take care of such a small issue?

  • Initial Complaint

    Date:12/24/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a sideboard table through *********.com from VidaXL on Oct. 30, 2022. It was delivered on Nov. 4, 2022. I paid $622.73 with tax. ********* will not handle anything pertaining to customer service in this matter. I have called them twice. They did provide me with a good phone number for VidaXL - ###-###-####. The number listed on their website, ###-###-####, would not work for me. The short version of this story is the sideboard comes in two pieces, left and right; A and B; that connect together. They sent me two of the same side. I have emailed several times, and they have promised shipment of the correct side twice and told me not to return the wrong one each time. I have waited the amount of time they told me, nothing. They have told me to return the two pieces for a refund. When they told me to dispose of the wrong one, I disposed of the packaging. I am not paying for packaging to return this item. It is rather large at 59 X 12 X 29.5 inches. I did not do anything wrong in this instance, they did. The piece is not damaged. In fact, I like it and wish to have it in my living room. They sent the wrong side and refuse to send the correct side. If they send the correct one I can return the wrong one because I will have the packaging. The order number with ********* is***-***-**** All my documentation is in the form of emails. What is the email address I could send these to? At one point when I made a phone call I told the agent I would not put more money into this by purchasing packaging, which they refuse to provide, I was told I could disassemble the two units to return them. Again, I am not putting any more effort or expense into returning these two units. They arrived assembled except for the legs and attaching the two together. This cannot be done because the holes are on the same side of the cabinets. I requested them to ship me the whole thing all over again and I will return the one I have. They refused.

    Customer Answer

    Date: 01/13/2023

    Hello ******,

    I just found this format. I sent you two explanation emails from my ******************** email
    account. Please find enclosed two screenshots of how much I paid for the Sideboard and an order number from *********.com. I did not receive a paper invoice and the Sideboard was part of a larger order. ********* did not show separate amounts on their order summary. Order #*********.

    Thank You, 
    *** ****** 


  • Initial Complaint

    Date:10/09/2022

    Type:Product Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a coffee table for $304.21 on Sept 18. Item arrived as many broken wooden pieces and unrecognizable as a table. The item was clearly not packaged properly. This was not a small amount of cosmetic damage; the item is not functional at all. I nearly cut my hand on the shards of split wood just trying to open it. The company offered me a $60 partial refund or a $90 credit. Completely unacceptable.

    Business Response

    Date: 09/19/2024

    We organized the return and the order was fully refunded 17 Oct 2022

    Customer Answer

    Date: 09/20/2024

     I am rejecting this response because:

    I have no record of a refund.

  • Initial Complaint

    Date:08/24/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I first bought a metal and rattan trash enclosure from VidaXL on 3/20/22 (ORDER #*********-*********) and it was delivered on 3/23/22. I put the enclosure together and found it to be flimsy, falling apart, and not as promised. I first reached out to the seller (see email-correspondence.pdf) on 4/11/22 about returning the item for refund. They asked me to re-assemble the item and take a video demonstrating my claim, which I did. I sent them the video and they said they sent me the return labels for the refund, but they were not attached. I asked again for the labels, and they sent them on 4/25/22. I sent the two boxes via UPS and they were returned to the seller on 5/2/22. I reached out again on 5/31/22 when I had still not received the refund. They said they would look into it and I never heard back. I reached out to PayPal to dispute the payment, giving them the email correspondence and two proof of deliveries. PayPal wrote me on 7/4 asking for tracking numbers, but I did not see the email (spam folder) and they closed the case on 7/8. I called PayPal to try to get them to re-open the case because I had already provided the tracking numbers in my original claim, but they refused. I then reached out to my credit card company to try to stop payment, but they refused because too much time had passed. I feel like the seller, PayPal, and the credit card company all rely on customers just giving up out of frustration because of all the hoops they make folks jump through.

    Business Response

    Date: 09/19/2024

    We organized the return and the order was fully refunded. Note that this is an order that the customer placed through a drop shipper which means that the drop shipper is responsible of the refund to be made on customer's account.

  • Initial Complaint

    Date:08/20/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased 3 bookcases from this vendor on April 2nd using my Citi credit card for $1511.88. Upon arrival there were missing parts for two of the bookcases as well as one damaged component. I reached out to this vendor and they told me they will send out replacement parts and I should receive them in 9 working days. Two weeks passed and I did not receive any parts nor any notifications, so I reached out again to request an update, but was told that these parts have been out of stock all along and were never sent. Due to the unreliable nature of their discourse, and the fact that the individual responding to my queries changed with every exchange, as well as their lack of communication, I filed a dispute claim with my bank. In the meantime I tried to settle the matter with the vendor as well, and eventually we agreed to a partial refund of $200. However, they suddenly requested I provide my personal banking information through the messaging system, which I was not comfortable doing, especially since I don't know who would be looking at my information, and I also did not understand why they could not just refund to my credit card, since that was how I made the initial purchase. I reached out to Citi to see if it's possible to directly transfer the refund through them, but Citi then told me that when they presented the documents proving that the vendor agreed to pay me $200, the merchant refused to respond to any inquiry and disputed this refund. I have attached the documents below.

    Business Response

    Date: 09/19/2024

    Return was canceled since the customer changed his mind and accepted 200 USD partial refund. Refund was created on 11 Jul 2022

Vidaxl is NOT a BBB Accredited Business.

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