Samah Daou

At the beginning of this year I had a very bad experience with VidaXL where my product took around a week to be delivered. It turned out to be because of the carrier (Packs) that they deal with. I wrote bad reviews about that.
However lately I made two seperate orders from VidaXL and the products were delivered exactly on time (via GLS). One of the orders didn't match my furniture so I contacted them for a return and they were very helpful and generous. I saw the refund immediately executed

Hello, This review is only regarding customer service and not products.

I've bought a TV cabinet from VidaXL and it was supposed to arrive 1-3 Business days.

But due to the unprofessionalism of the carrier they work with (Packs.nl), the order wasn't received, even after waiting daily at home for a week.

However, I would like to thank VidaXL team and especially Stephanie and Lucas for the great customer service and understanding they provided.

They really put much effort on helping me out with my order even though it wasn't their role to do.
After that they requested a full refund for me with an additional coupon code which I truly appreciate.

Thanks again Lucas and Stephanie.

Regards,
Samah

Hello,

Packs exists for deliveries and shipments, they have only ONE job to do, which they totally fail at!

As many other reviewers here, I'm writing because I faced the same case as several customers had.

I received an email for a delivery time window on Monday and nobody showed up, then overnight it was updated to Tuesday and also that day nobody showed up!

Later, overnight also, the status was updated to "No one was home" which is a complete lie.
This shows that packs don't admit themselves unprofessional, so they put it on the customer.

I had to cancel my meetings and skip work on that day because of them, and it was all useless.

At least instead of saying this write a professional message as "There was an issue delivering your order from our end. Sorry for that".

Now my order is not delivered yet and I have to schedule another delivery date which I don't guarantee it will be delivered.

I already called VidaXL explaining this and they were very understanding with a great customer service saying that they will check it with Packs and it's the first time something similar happens!

UPDATE: 2 additional days of waiting, and still nobody showed up! What a messed up service!

Order number: 0031007847489

Regards