After I posted on Trust Pilot, someone from VidaXL reached out to fix the issue that I had been working on with customer service on. The item was out of stock and after months, they sent me a refund.... See more
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Ordered a garden storage box. It came in about 100 pieces, individual pieces of wood, took hours to build and that wasn’t helped by the absolutely ridiculous attempt at instructions. Flat pack is fine... See more
Company replied
Purchased 368075 double sunbed with canopy. Opened the box and no assembly instructions! Can’t download from the website due to IP / confidentially due to not ordering direct through their website whe... See more
Company replied
I don't normally do Trustpilot reviews but having never heard of this company before I did search them and was put off by the low score here. I wasn't going to order but then saw they had an associati... See more
Company replied
Company details
Written by the company
vidaXL is an international online retailer where you can find whatever you need for your home, garden, garage and do-it-yourself projects. Our concept is based on offering a wide range of products that enable people to “live it up for less”. By using simple cost-cutting solutions that do not negatively affect the quality of the products, we are able to make our products accessible for as many people as possible. All processes from product development and purchasing, marketing & sales, logistics and customer services are in our hands. In that way we keep full control over our products’ functionality, quality and costs.
Contact info
United States
- vidaxl.com
2.4
Poor
902 reviews
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
After I posted on Trust Pilot
After I posted on Trust Pilot, someone from VidaXL reached out to fix the issue that I had been working on with customer service on. The item was out of stock and after months, they sent me a refund. Useless, not worth the hassle.
16 April 2026
Unprompted review
Reply from vidaXL.us
Hi Laine,
Thank you for sharing your updated feedback. We’re sorry to hear that the overall experience still didn’t meet your expectations, even after the refund was processed. We completely understand your frustration given the time and effort involved in resolving the case.
We appreciate you allowing us the opportunity to look into this and support you through the process. If there is anything further you would like us to review or assist with, please don’t hesitate to contact us at feedback@vidaxl.com and we’ll be happy to help.
Kind regards,
Tanya
vidaXL
Ordered a garden storage box
Ordered a garden storage box. It came in about 100 pieces, individual pieces of wood, took hours to build and that wasn’t helped by the absolutely ridiculous attempt at instructions. Flat pack is fine, built multiple flat packs from other companies week prior, but this seemed rather extreme. All the screws mixed together. Mental, would not recommend.
5 March 2026
Unprompted review
Reply from vidaXL.us
Dear Jodie,
I am very sorry to hear about your experience with the garden storage box and the difficulties you encountered during assembly. I completely understand how frustrating it must have been, especially given the number of parts and the unclear instructions.
Please rest assured that this is certainly not the level of standard we strive to uphold.
Since we did not receive a response to our request for additional information and were unable to locate your order, I’m unfortunately unable to assist further at this stage. Should you still require help, please email us at feedback@vidaXL.com— we’ll be happy to assist you.
Kind regards,
Catalin - vidaXL
I don't normally do Trustpilot reviews...
I don't normally do Trustpilot reviews but having never heard of this company before I did search them and was put off by the low score here. I wasn't going to order but then saw they had an association with my shopping service which gave me confidence that vidaXL.com is legit. I'm happy I did place the order, the raised beds I purchased came quickly and were absolutely perfect for my needs. The pictorial instructions are fine if you take the time to go over them and take stock of your parts before starting assembly. Thank you vidaXL, I look forward to ordering from you again in the future!
30 January 2026
Unprompted review
Reply from vidaXL.us
Dear Customer,
Thank you very much for sharing your detailed and positive review! We are delighted to hear that your raised beds arrived quickly, met your expectations, and that the instructions were helpful. We truly appreciate your trust and recommendation, and we look forward to serving you again in the future.
Kind regards,
Eula
VidaXL
I received my dog ramp quickly
I received my dog ramp quickly and in good condition. It seems stronger than I anticipated, which is great.
I haven’t used it yet because it’s for emergencies.
30 December 2025
Unprompted review
Reply from vidaXL.us
Dear Customer,
Thank you for your positive feedback. We are pleased to hear that the dog ramp arrived quickly, in good condition, and that it feels sturdy.
Kind regards,
Eula
VidaXL
I am satisfied with the outcome…
I am satisfied with the outcome regarding a product issue. Customer Service worked with me to resolve in a satisfactory manner.
28 January 2026
Unprompted review
Reply from vidaXL.us
Dear Joe,
Thank you very much for your kind update. We are delighted to hear that you are satisfied with the outcome, and your feedback truly means a lot to us.
I am glad I could assist you, and it was a pleasure working with you to resolve the matter. Should you require any further support in the future, please do not hesitate to contact us.
Kind regards,
Catalin/ vidaXL
Reply from vidaXL.us
Dear William,
Thank you for your positive feedback! We’re pleased to hear that the instructions were easy to follow, the delivery was quick, and that you’re happy with the overall appearance of the product.
We truly appreciate you taking the time to share your experience.
Kind regards,
Catalin/ vidaXL
Great experience!
Great experience! I ordered a bench and a stone sink basin. Amazing rustic quality. Shipping was fast too. Very happy!
6 January 2026
Unprompted review
Reply from vidaXL.us
Dear SK,
Thank you very much for taking the time to share your feedback.
We are delighted to hear that you are happy with the quality of the bench and stone sink basin, and that the rustic finish and delivery experience met your expectations. Your kind comments are greatly appreciated and will be shared with our team.
Thank you again for choosing us. We hope to have the pleasure of assisting you again in the future.
Kind regards,
Catalin/ vidaXL
Order not received
Order not received. Filled out form, but no response.
18 January 2026
Unprompted review
Reply from vidaXL.us
Hi Seth,
I am sorry to hear that your order was not received.
However, please note that once the form has been completed, it must also be returned to us for further review. Upon checking our records, we have been awaiting your response since Thursday.
I am glad to have been of assistance. If you require any support in the future, please do not hesitate to email us at feedback@vidaXL.com.
Kind regards,
Catalin/ vidaXL
Looked like it did on the website
Piece look as presented. Arrived on time.
15 December 2025
Unprompted review
Reply from vidaXL.us
Dear Adam,
Thank you very much for taking the time to share your feedback.
We are pleased to hear that the item met your expectations, matched its presentation on our website, and arrived on time. Your satisfaction is greatly appreciated.
Kind regards,
Catalin/ vidaXL
Non-service customer service
I bought shelves from their company, first from Wayfair (who listed it as a different brand name) but their instructions don't make sense, so I bought other shelves from Home Depot, but these, too, were Vidaxl shelves under a different brand name. Their instructions have no words on them and aren't as clear as Ikea instructions. I asked for help, and I spoke with 9 DIFFERENT PEOPLE, who kept asking for the same info, acted like they were going to help me, but then told me to contact the reseller. Those sites aren't going to understand their product since they're just reselling. They refused to answer a very simple question, and all their answers were so copy and paste I'm beginning to think I am talking to bots. Do NOT do business with this company, they don't support their products.
-Edit- Their reply shows their unwillingness to help. It doesn't matter that I bought the products on Wayfair or Home Depot. Both of those are resellers and they are not at all familiar with the product. Vidaxl still got their money for the product, so I am still a customer despite where I purchased it. I talked with at least 9 different people who collected my info only to refuse to help me. NEVER do business with this company. It's ridiculous that they will only answer if I purchase directly through them.
-2nd edit- AGAIN, why would a reseller be able to answer a question on installing YOUR PRODUCT when they have never installed it themselves? Why just flat out refuse to answer how to install it? They've never taken it out of the box. Your company MADE IT. I don't know why you just refuse to answer. You're just proving to everyone that your customer service is atrocious the more you refuse to answer.
6 January 2026
Unprompted review
Reply from vidaXL.us
Dear Anne,
I would like to emphasise that the order in question was not placed directly with vidaXL. As much as we would like to assist, we are unable to do so because the order does not appear in our system.
The seller from whom you purchased the products bought them from us and is reselling them independently. As such, they are the only party able to provide support for this order. We kindly ask again that you contact the seller directly for any assistance.
Kind regards,
Catalin/ vidaXL
recent table purchase
after reading reviews of this company I was very nervous after I placed the order. 2 days later package arrived, the cabinet was exactly as described. I'm very satisfied with the purchase
18 December 2025
Unprompted review
Reply from vidaXL.us
Hi there,
Thank you for sharing your feedback! We’re delighted to hear that your table arrived as described and that you are very satisfied with your purchase. We truly appreciate your support and kind words.
Best wishes,
Catalin/ vidaXL
Product wrong delivered
Product wrong delivered, cant call them so ive sent now more then 20 emails for returning the product and receive the good one. The same answer over and over. Send pictures and the sku number already 3 times but no reaction. Now already busy for 2 weeks to return this product
14 November 2025
Unprompted review
Reply from vidaXL.us
Dear customer,
Thank you very much for your patience regarding this matter, as well as for the time you took to attend our e-mails. It was a pleasure speaking with you and helping to resolve the issue.
I remain at your disposal for any questions that may arise in the future at the following email address: feedback@vidaxl.pt
Have a nice day.
Kind regards,
Jose Antonio
vidaXL Customer Service
Purchased 368075 double sunbed with…
Purchased 368075 double sunbed with canopy. Opened the box and no assembly instructions! Can’t download from the website due to IP / confidentially due to not ordering direct through their website when when using instant chat AI bot on AU website. Called the AU office, closed. Very frustrated as this was a Christmas present. Multiple parts and screws that requires instruction manual!
9 December 2025
Unprompted review
Reply from vidaXL.us
Dear Christina,
I’m truly sorry for the frustration this has caused — especially since the sunbed was meant to be a Christmas present. Not receiving the assembly instructions and then being unable to download them is absolutely understandable cause for annoyance, and I sincerely apologize for the inconvenience.
I am pleased that I was able to assist you promptly. Should you require any further assistance, please do not hesitate to contact us via email at feedback@vidaXL.com - we're always happy to help.
Kind regards,
Catalin/ vidaXL
I placed my order end of September and…
I placed my order end of September and I got message on Walmart app saying that the item was damaged and delayed during delivery on Oct 8th. I called VidaXL few times to check if there would be another one sent. They said they will, but it is already end of October and Im unable to finish my bathroom remodeling, neither I can't cancel my order, because it says it is still in transit.
24 October 2025
Unprompted review
Reply from vidaXL.us
Hello Sanam,
We are sorry about your negative experience with the order process.
Since we did not receive a response to our request for additional information and were unable to locate your order, I’m unfortunately unable to assist further at this stage. Should you still require help, please email us at feedback@vidaxl.com — we’ll be happy to assist you.
Regards,
Catalin
vidaXL
Horrível customer service
Horrível customer service, late delivery and ABUSIVE charges for returns. Do not expect your money back even though day delivery your product after the date that you need. DO NOT EXPECT to hear from them any moment. They have ZERO CUSTOMER CARE!
6 September 2025
Unprompted review
Reply from vidaXL.us
Dear Customer,
Thank you for taking the time to post this comment and for bringing this matter to our attention.
We are very sorry to hear that you experienced issues with the product you purchased, and we apologize for the difficulties in communication.
Please rest assured that we are committed to offering you the best possible solution to resolve the issue you have reported.
We would like to inform you that we have sent a message to the email address associated with your account in order to resolve the matter as soon as possible.
UPDATE: I am pleased that we were able to reach a mutual resolution and that the matter has been successfully addressed to your satisfaction. We appreciate your patience and cooperation throughout the process.
Jose Antonio
Customer Service – vidaXL
Tell me why I should become an existing customer please
Seriously planning to purchase a £300+ order with this company but given the shocking but consistant poor reviews below, I've decided to not take the risk and will instead purchase from elsewhere.
If Vida.com would like to influence my final decision, then please reply to this message.
I recognise that I am not an existing customer - tell me why I should be please.
J Green
6 September 2025
Unprompted review
Reply from vidaXL.us
Dear Jennie,
Thank you for reaching out, and I completely understand your hesitation. It's always important to make an informed decision when making a purchase, particularly for an order of £300+.
We’re committed to ensuring that every customer has a positive experience with us. We understand that a purchase of this size comes with expectations, and we take those seriously.
We pride ourselves on providing strong after-sales support. Should you encounter any issues with your order, we are always available to assist you. Our dedicated customer service team is here to guide you through the process and address any questions or concerns you may have at any point.
Should you choose to move forward with us, I assure you that we’ll be here every step of the way, ensuring your satisfaction. I've sent you an email to assist further. Please feel free to reply whenever you see fit.
UPDATE
Since we did not receive a response to our request for additional information and were unable to locate your order, I’m unfortunately unable to assist further at this stage. Should you still require help, please email us at feedback@vidaxl.com — we’ll be happy to assist you.
Kind regards,
Catalin
vidaXL
Bad Customer Service. Missing Bed
I've never had to deal with this bad of customer service before. For a month I have been chasing up where my package was, even though it showed delivered. Every email I sent asking for help, they responded with a link to a form they wanted me to fill out but the form link didnt work. When I would state this, they would sent the broken link over and over again. I had to resend them order information many times. And they seemed to have an issue even finding my order at first. They finally sent me the actual form file after weeks of asking. When I sent the form back, they responded quickly saying it was never delivered and they were sorry and would send a new bed. Then they sent another email later saying disregard the previous email, that it was delivered and they had proof..... in the "proof" photo, the picture was someone else's package, different name and address! Didn't even look like a bed. I looked through days of CCTV footage to find someone had delivered this package belonging to someone else and then came back to collect it minutes later. The whole thing is very odd and makes no sense. I sent them proof that it was not actually delivered but gathering this proof took a lot of time and it's honestly been a horrible experience dealing with the customer service. I have another email saying they are in fact sending out a replacement, but who knows at this point! Their minds change so quickly. Saving a bit of money was not worth it. Use a different service. They offered nothing for the trouble I have been through except for saying "sorry".
1 August 2025
Unprompted review
Reply from vidaXL.us
Hi Ashley,
I’m truly sorry to hear about the incredibly frustrating experience you’ve had. Dealing with such a prolonged and confusing situation, especially when you’re trying to get a straightforward resolution, is completely unacceptable. I can only imagine how exhausting it must have been to chase updates for weeks, face repeated issues with the form, and receive contradictory information.
Please know that your experience does not reflect the standard of service we strive to uphold, and I deeply regret the inconvenience and distress this has caused you.
That said, I’m genuinely grateful that I was able to step in and help find a solution that hopefully brings some closure to this matter. Your patience and persistence throughout this process have been remarkable, and your feedback is extremely valuable to us as we work to improve our processes and ensure this doesn’t happen again. If you need further assistance in the future, please email us at feedback@vidaxl.co.uk.
Best wishes,
Catalin
vidaXL
I bought a tent on August 7
I bought a tent on August 7, 2025. The product description says ships in one day. It’s almost been a month and I still do not even have a tracking number and they respond with the same response when I message them asking when will there be a tracking number, and I get the same auto reply saying I will receive an email with tracking when it’s shipped, yet I still have not received a tracking number. Horrible service and customer support. Do not shop from here
7 August 2025
Unprompted review
Reply from vidaXL.us
Hi Joseph,
I sincerely apologize for the frustration you’ve experienced with your order. I completely understand how disappointing it must be to not receive your tracking number and to encounter delays when you were expecting a quicker delivery.
I do want to clarify that the item you purchased is being shipped from our warehouse in the Netherlands, and unfortunately, international deliveries to the US take longer than expected due to customs and shipping logistics. I admit that this is far from ideal, and I genuinely regret the lack of clarity and communication you’ve received so far.
I've reached out privately to offer my assistance moving forward. Please feel free to reply whenever you see fit.
Kind regards,
Catalin
vidaXL
While discussing a return I was…
While discussing a return I was purposely disconnected and my emails to the company were not answered. Inferior product and customer service even worse. One star is a generous gift. Buyer beware!
20 August 2025
Unprompted review
Reply from vidaXL.us
Hi Margaret,
Thank you for your feedback, and I’m truly sorry to hear about your experience. Please know that it was never our intention to disconnect or leave your emails unanswered, and this is certainly not the level of service we strive to uphold.
I have reached out privately as I would love to help. Please check your inbox and reply at your earliest convenience.
UPDATE: We once again offer our sincere apologies for the unpleasant experience you had — it is never our intention to cause frustration or inconvenience. We are therefore pleased that we were able to step in and resolve the issue for you.
Your satisfaction is very important to us, and we truly appreciate your patience throughout the entire process. If there's anything else we can assist you with or if you have any further questions, please don’t hesitate to contact us. For any future assistance, you can reach us via feedback@vidaxl.com
Kind regards,
Catalin
vidaXL
10/10 do NOT recommend.
This company is an absolute nightmare to deal with. I purchased a “reclining, massage grey chair” from them through Walmart & it was definitely blue, cheap, small & the “massager” felt like I was sitting on a vibrating cell phone. Terrible. Fast forward to trying to return, got told I can return directly to Walmart & went there & definitely could not do so. So, starting emailing the seller & I had about 4 different people replying to my one email & kept saying they can’t find my order & I need to provide this & that which I did multiple times. And still “couldn’t find it” after I was told I’ll get my full refund then I received 2 emails telling me to stop sending multiple messages as I was just replying to the emails & providing all of my proof of purchase & order numbers. I finally did receive my refund but it was an extreme headache to receive. 10/10 do NOT recommend this company. If I could rate it -48483 out of 5 I would.
19 August 2025
Unprompted review
Reply from vidaXL.us
Hi Shayla,
I’m truly sorry to hear about the frustrating experience you had with your chair purchase and the difficulties you faced during the return process. This is definitely not the level of service we aim to provide, and I completely understand how upsetting and exhausting this must have been for you.
I sincerely apologize for the confusion with your order and the back-and-forth communications that caused further frustration. Your feedback is very important to me, and I’m taking steps to improve our processes so this doesn’t happen again.
If you need further assistance in the future, please email us at feedback@vidaxl.com - we're always happy to help.
Thank you for your patience throughout the process.
Kind regards,
Catalin
vidaXL
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