Vidaxl.lt

I'm the person that doesn't bother to leave reviews. But man, does this company deserves it...

In short, already 3 months have passed and I'm still "fighting" over my refund that wasn't issued even though the products were returned 3 months ago.

Full story? Buckle up, this will be longer one.

After inspecting the delivered product (toilet), it didn't look as I had hoped it would. So I decided to make a refund. I've made the request and the company ordered a courier to pick it up. Courier didn't arrive and informed me that they couldn't find my address. No surprises here, because the company ordered services from the couriers neighboring companies department and not my local one. Anyways, after the first fail, they made a request again and this time the courier came and made the pick-up. VidaXL requested that I notify them after the pick-up was made and I did just that. They replied that a refund will be issued within several weeks.

Three weeks passed. No money and no updates. First red flag. I've contacted their support and they told me that they had received only 1 out of 2 boxes. I was shocked. The courier definitely picked up both boxes. I've told them just that and offered to double check with their courier partner. Second red flag. Their support doesn't actually support you. They demanded that I figure this on my own by contacting their courier partner.

I contacted their courier partner and they confirmed that their employee had indeed picked both boxes, but accidentally logged them under 1 tracking number. Which is why VidaXL could only see 1 box delivered on the couriers tracking system. Courier also confirmed that both boxes were delivered to their storage. Third red flag. A normal business would simply contact their storage and ask someone to double check the returned products. They however seem to overcomplicate things with strict in-house bureaucratic processes. Apparently, their systems only see 1 box because of the 1 tracking number.

Anyways, I've sent them screenshots of my communication with their courier partner confirming that both boxes were delivered. Support notified me that the refund will be issued within 2-5 business days.

More than a week had passed and once again no refund or any update. I've contacted their support. Support responded with the same message the previous employee had written me: "we can't issue a refund, because only 1 out of 2 boxes were returned". Fourth red flag. Their support team doesn't even seem to track ongoing customer support tickets. This obviously explains why they don't follow-up with customers, or why they treat every request as a new case. As sad as it is, I once again repeated that the mistake was done by their courier partner and that all confirmations have been already sent to them. And again their support confirmed that the refund will be issued within 2-5 business days.

Guess what happened :D That's right! After 1-2 weeks no refund and no updates. Now I could write down every single disappointment of a conversation that I had, but honestly they're basically the same. I contact them>Support see's only 1 box in the system>I provide proof>support requests refund from their finance department and gives 2-5 business days time frame>finance dep doesn't issue refund, because they only see 1 box within the system (Because who needs to update their system, or leave a note to finance dep, that this was already solved)>nobody notifies me and after I don't receive my refund within their promised period, I contact them again.

And round and round the circle goes. 3 months, 5-7 circles and counting... Funny thing is that with recent circles they actually tried to put the blame on me. As if it's my bad that their partner courier made mistakes and they can't fix their internal processes. What made me laugh out loud was when I saw their LinkedIn job post for Retention Manager :D No wonder they can't maintain their clients. Look at how they operate: x

Anyways, I'm tired of their incompetence, so I'll be going to contact appropriate authorities to take it over (Police and Consumer rights organization). Fingers crossed they'll manage them.

As for anyone who considers using their services - don't. Your time is not worth being wasted on Sisyphus tasks.