Middle of the road rating Ordering simple enough Delivery later than expected bur did not affect us But... Sizing appalling the measurements were way out, and because of this we have had to giv... See more
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Review summary
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Reviews shaping this summary
Affordable flat pack, varying results. I bought an acacia wood garden table, great quality, terrible instructions. Overall the experience would improve greatly if better instructions were provided, bu... See more
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Very fast delivery and overall a good product (bedside table) As described with clear easy to follow instructions to put together and more than enough parts. Unfortunately the dowls that go in the top... See more
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Blind is of good quality & well priced Fast delivery However the written instructions are so small you will need a magnifying glass The main roller tube does not sit straight due to the 3m length... See more
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Company details
Information provided by various external sources
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. Check out also our auctions : https://www.vidaxl.co.uk/auctions/
Contact info
United Kingdom
- service@vidaxl.co.uk
- vidaxl.co.uk
2.9
Average
9K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 97% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
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A terrible shop I bought five bollards…
A terrible shop I bought five bollards with rope that was supposed to be in one or three business days. It’s been 12 days. I have not received my items. I do not recommend this site. Stay away from this site. I am going to the bank to try and cancel my transaction.
13 May 2026
Unprompted review
Reply from vidaXL
Hello,
Thank you for your review.
Following our previous response, we requested additional information so that we could investigate the concerns raised regarding your order. As we have not received a reply, we have been unable to locate your order or review the matter further and will now close our enquiry.
Should you still require assistance, please contact us at feedback@vidaxl.com.au with your order number and the email address associated with your purchase, and we will be happy to help.
Kind regards,
Tanya
vidaXL
We wanted a black canopy cover…
We wanted a black canopy cover replacement only vida xl did one ,and a lot cheaper than other sites great quality ,and postage on time ,well packaged ,easy to fit.my second vida xl purchase .and very happy again.
23 May 2026
Unprompted review
Reply from vidaXL
Dear Customer,
Thank you for your wonderful review. We are delighted to hear that you were happy with the quality, price, packaging, and delivery of your canopy cover replacement. It is great to know that this is your second vidaXL purchase and that you are satisfied once again.
Kind regards,
JC
vidaXL
Their customer care is great
Their customer care is great. I spoke to them about returning the 80cm TV console I bought. After several deliberation. They decided I do not need to return it and gave me my full refund
21 April 2026
Unprompted review
Reply from vidaXL
Dear Customer,
Thank you for your positive feedback. We are pleased to hear that you had a good experience with our customer care team and that the matter was resolved to your satisfaction. We truly appreciate your support.
Kind regards,
JC
vidaXL
Order two planters came with parts…
Order two planters came with parts missing asked to return items and quality not good and missing parts and they want to charge me £15.99 each to return even though they are faulty the parcel came as one so why have I got to pay two lots of return fees for faulty goods
21 May 2026
Unprompted review
Reply from vidaXL
Hello Clare,
Thank you for your review. We’re sorry to hear about the issues with the planters and the missing parts.
We have checked your order and can confirm that the solution has already been processed, and we reached out to you via email to review your concerns and offer our assistance; however, we have not yet received a response.
If you still require support or would like us to look into this matter further, please feel free to contact us at feedback@vidaxl.co.uk.
Thank you for your time, and we look forward to hearing from you.
kind regards,
Tanya
vidaXL
Awful instructions nothing explained…
Awful instructions nothing explained and no codes on anything had to guess but I managed to put together ..however the draws are a nightmare I’ve followed the pictures which are so poor !!!now they won’t line up need a degree in engineering so disappointing and I’m 76 Help Help Help
22 May 2026
Unprompted review
Reply from vidaXL
Hello Susan,
Thank you for your review.
We’re sorry to hear about the difficulties with the instructions and assembling the drawers.
We previously reached out to you via email to review your concerns and offer our assistance; however, we have not yet received a response.
If you still require support or would like us to look into this matter further, please feel free to contact us at feedback@vidaxl.co.uk. We would be happy to review your case and work toward a suitable resolution.
Thank you for your time, and we look forward to hearing from you.
kind regards,
Tanya
vidaXL
Damaged Goods, Endless Chasing and an ICO Complaint
UPDATE
Will avoid in the future!
Following this review, Michelle from vidaXL has contacted me and advised that she is willing to look into the matter further. Guess what? She has vanished and no longer replying after taking my case ref number. I did not expect any better.
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. I literally gave up and explained my position in emails.
I was also really disappointed by the handling of a related Subject Access Request. Given the extensive history of communications, complaint handling activity and escalation, I requested information connected to the handling of my complaint. vidaXL declined to provide records such as chat logs and complaint-handling material that I had requested. In my view, this left me without sufficient transparency regarding how the complaint had been handled internally and made it significantly more difficult to properly assess the position and consider my options going forward. Those concerns have been raised with the Information Commissioner’s Office.
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.
1 April 2026
Unprompted review
Reply from vidaXL
Dear Azhar,
Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and understand how frustrating and exhausting this situation has been for you.
We sincerely apologize for the issues you encountered regarding the damaged items, delays, communication, and the overall handling of your case. This is certainly not the experience we want our customers to have.
We previously reached out to you via email to review your concerns and offer our assistance; however, we have not yet received a response.
If you still require support or would like us to look into this matter further, please feel free to contact us at feedback@vidaxl.co.uk. We would be happy to review your case and work toward a suitable resolution.
Thank you for your time, and we look forward to hearing from you.
Kind regards,
Tanya
vidaXL Webcare Team
Superb items
Superb items, superb prices, good delivery. Thank you so much. X
9 May 2026
Unprompted review
Reply from vidaXL
Dear Customer,
Thank you very much for your kind review. We are delighted to hear that you are happy with the items, prices, and delivery service.
Kind regards,
JC
vidaXL
Resolved my issue!
20 May 2026
Unprompted review
Reply from vidaXL
Dear Customer,
Thank you for your positive feedback. We are pleased to hear that your issue was resolved to your satisfaction.
Kind regards,
JC
vidaXL
Issue Resolved. Great planters and Good customer Support
Ordered Brown got black still continued to use them as it ran with my theme, a few planters were broken but was easily resolved via email, company is very understanding and willing to help. thank you
5 May 2026
Unprompted review
Reply from vidaXL
Hello Jamie,
Thank you very much for taking the time to update your review and share your experience with us.
We truly appreciate your understanding regarding the colour issue and are very glad to hear that the planters still worked well with your theme. We are also pleased that the concerns with the damaged planters were resolved smoothly and that were able to assist you accordingly.
Your kind words and patience mean a lot to us. Thank you again for giving us the opportunity to help and for choosing vidaXL.
Kind regards,
Tanya
vidaXL
Reply from vidaXL
Dear Customer,
Thank you for your feedback.
We’re sorry to hear about the concern regarding your order. To assist you further and locate your request as quickly as possible, could you please provide your order number or the email address used when placing the order?
Once we have this information, we will be able to check the details and support you accordingly.
Thank you in advance for your cooperation.
Kind regards,
Tanya
vidaXL Team
Instruction leaflet is very vague
Instruction leaflet is very vague. It would help if these instructions were printed. The door fitting instructions are very difficult to understand.I would not recommend your products to anyone who does not have a degree in engineering.
3 May 2026
Unprompted review
Reply from vidaXL
Hello John,
Thank you for taking the time to share your feedback with us.
We are sorry to hear that you found the assembly instructions unclear and that the door fitting section caused frustration during the setup process. We understand how important clear and easy-to-follow instructions are, and we regret that this was not your experience.
We have reached out privately to offer further assistance and support regarding your concerns. As we have not received any further response, we will now proceed with closing the case accordingly.
Nevertheless, we truly appreciate your feedback, as it helps us identify areas where we can improve both our products and assembly guidance for future customers. If you still require assistance, you may contact us at feedback@vidaxl.co.uk and we would be glad to help.
Kind regards,
Tanya
vidaXL Webcare Team
Absolute scam
Avoid at all costs. This website is awful. Poor representation of their products and even worse customers service.
Their return policy is only 14 days in which you can barely get hold of anyone. The live chat is utterly useless, the 'agents' just close conversations midway through and the customer service team on the phone just leave you on hold forever.
15 April 2026
Unprompted review
Reply from vidaXL
Hello Jacob,
Thank you for sharing your feedback.
We are sorry that your experience did not initially meet your expectations and understand the frustration caused by the issues you encountered with both the product and our customer service process.
Following our correspondence, we were pleased to have the opportunity to review your concerns directly and work with you towards a resolution. We appreciate your time, patience, and willingness to discuss the matter with us.
Customer feedback is extremely important to us, as it helps us identify areas where we can improve both our products and our service. We are grateful for the opportunity to address your concerns and reach an outcome together.
Should you require any further assistance in the future, please do not hesitate to contact us.
Kind regards,
Tanya
vidaXL Team
Had a great bookcase
Had a great bookcase, bistro table and bed side table, I have a box and im not sure what it is can you please tell me the code it 42002479
14 May 2026
Unprompted review
Reply from vidaXL
Dear Customer,
Thank you for your positive feedback. We are pleased to hear that you are happy with your bookcase, bistro table, and bedside table. Regarding the unidentified box, please contact us at feedback@vidaxl.uk so we can assist you further.
Kind regards,
JC
vidaXL
I recently submitted a bad review after…
I recently submitted a bad review after an initial interaction with customer service. I was late returning some items that were still inside their original packaging, but then Michelle from customer service stepped in and was very helpful during the whole process.
Thank you Michelle!
13 May 2026
Unprompted review
Reply from vidaXL
Dear Customer,
Thank you for sharing your updated experience. We are pleased to hear that Michelle was able to assist you and provide helpful support throughout the process. Your feedback is greatly appreciated.
Kind regards,
JC
vidaXL
Ordered 3 room deviders and a glass…
Ordered 3 room deviders and a glass cooker splashback all perfect no issues so thought I would purchase a solid mango wood sideboard arrived fully assembled and very heavy opened box and first thing I saw side of unit cracked and top coming away and a chunk out of bottom with nail showing lucky I purchased it through PayPal and from there ebay shop .I have requested a return and pick up don't think I will be purchasing any more furniture from them shame as if this was OK I was going to order the tall cupboard medium cupboard and set of drawers..So a big order ..
14 May 2026
Unprompted review
Reply from vidaXL
Hello Laurence,
Thank you again for sharing your feedback with us.
We are truly sorry to hear that your sideboard arrived damaged, especially after your previous positive experience with your other purchases. We completely understand how disappointing this must have been.
Following your review, we reached out to you privately via email to offer further assistance and review the situation in more detail. However, we have unfortunately not yet received a response.
Should you still require any support, you may email at feedback@vidaxl.co.uk any time and we will be more than happy to assist you further.
Kind regards,
Tanya
vidaXL
Ordered the ‘console table’ in solid…
Ordered the ‘console table’ in solid pine. Was kept updated via email updates and item arrived on time packaged nicely without damage. The table does probably need a wood stain due to how pine furniture itself is constructed but putting it together was simple enough and went smoothly. Thanks!
13 April 2026
Unprompted review
Reply from vidaXL
Dear Customer,
Thank you for your feedback. We are glad to hear your console table arrived on time, well packaged, and that assembly went smoothly. We also take note of your comment regarding the wood stain and appreciate you sharing this with us. If you need any assistance, please feel free to contact us at feedback@vidaxl.uk.
Kind regards,
JC
vidaXL
Quality beat expectations
The quality of the product (Table top and legs) beat expectations. The delivery was late, but this was advised in advance and the communication was good. The vidaXL product range is huge, but the website navigation/filtering is poor - I saw an interesting product, but could not find it again. If the fulfilment and website could be improved, this would be an excellent company.
17 April 2026
Unprompted review
Reply from vidaXL
Dear Customer,
Thank you for your feedback. We are pleased to hear that the quality of the table top and legs met your expectations and that communication regarding the delivery delay was clear. We also appreciate your comments about the website navigation and will share this with the relevant team for improvement. If you need any further assistance, please contact us at feedback@vidaxl.uk.
Kind regards,
JC
vidaXL
Keep away extremely poor performance and misleading information
Placed an order for a metal shed on the 5th, delivery between 3 to 5 days, arranged a day off at work to build it on the 12th expecting the item to be delivered within the time, checked the tracking and is not arriving until the 14th, so sitting at home waiting. contacted the customer service and I was told that the currier company hadn’t collected the item and because they processed the order on the 7th the item will be delivered hopefully on the 14th.
Totally misleading the delivery times I was told by an extremely unhelpful customer service agent that I misinterpreted the statement of the delivery time as it applied to the day that they process the order and not the date that you place the order.
Next time I will remember this when it comes to the payment, I will pay when I have the money not when I place the order
11 May 2026
Unprompted review
Reply from vidaXL
Hello Sergio,
Thank you for taking the time to share your feedback.
We are sorry to hear about your disappointment regarding the delivery timing and the experience you had with the information provided.
We have reached out to you on two separate occasions to better understand your concern and offer further assistance, however we have not yet received a response. As a result, we are now closing this case for the time being.
We always aim to ensure clear communication and a smooth delivery process, and we regret that this was not your experience on this occasion.
We appreciate you bringing this to our attention, and your comments will be shared with the relevant teams for review.
If you still require any assistance, please feel free to contact us at feedback@vidaxl.co.uk.
Kind regards,
Tanya
vidaXL Webcare Team
Latest order drawer parts were missing…
Latest order drawer parts were missing had to make back of drawer
11 May 2026
Unprompted review
Reply from vidaXL
Dear Customer,
Thank you for your feedback.
We sincerely apologize again for the inconvenience caused by the missing drawer parts and fully understand how frustrating this experience must have been. However, we are very pleased to hear that the issue has now been resolved.
We truly appreciate your patience, understanding, and cooperation throughout the process. Your feedback is valuable to us and helps us continue improving both our products and service.
Should you ever need any assistance in the future, please do not hesitate to contact us — we will always be happy to help.
Kind regards,
Tanya
vidaXL
Looks great but parts need to be labelled
Delivery took longer than advertised but we were kept informed and was delivered next door when we were in. Looks great now assembled BUT had to get son in law to help put together. It was well wrapped, the fixings were all clearly labelled but the pieces of wood were not all labelled and didn’t always match the diagram which added over an hour to each job. We would like another matching piece but can’t face the task of assembling one again any time soon.
11 May 2026
Unprompted review
Reply from vidaXL
Dear Jan,
Thank you for taking the time to share your experience with us.
We’re pleased to hear that you are happy with the final result once the item was assembled, and we truly appreciate your detailed feedback regarding the assembly process, labelling, and delivery experience. We’re very sorry for the difficulties you encountered along the way and understand how time-consuming this must have been.
We also appreciate your follow-up confirming that everything has now been resolved. We’re glad we were able to stay in touch and support you through the process.
Your feedback has been shared internally with the relevant teams to help us improve our instructions and product experience going forward.
Thank you again for your time and for giving us the opportunity to assist you.
Kind regards,
Tanya
vidaXL
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