I ordered garden furniture from VidaXL, and during assembly it became clear that the product has a manufacturing defect.

I contacted customer service via chat to request a return and refund. I was told the issue would be escalated and that I would be contacted by email—this never happened.

I then called on April 29th and was assured (on a recorded line) that I would be contacted within 24 hours. Again, no follow-up.

Instead of resolving the issue, I was offered a replacement during the phone call, which I explicitly declined. I do not want a replacement. I expect a return label so I can send back the defective item and receive a full refund, without having to pay for return shipping myself.

To make matters worse, I received an email from the escalation team asking whether I had assembled the furniture correctly. This is dismissive and avoids addressing the actual defect.

At this point, there has been no meaningful follow-up and no resolution. The lack of communication and accountability is unacceptable.

VidaXL: arrange the return of the defective item and issue a full refund without further delay.