Giavanna T.
DONT BUY FROM THEM
Extremely disappointed with VEIKOUS customer service and communication. We placed an order through Home Depot on June 2 and have spent the past several days trying to get answers about missing shipment packages. The biggest issue has not been the shipping delay itself—it has been the complete lack of communication and customer support from VEIKOUS. We have called numerous times during the customer service hours listed on the VEIKOUS website, left voicemails, sent emails, and repeatedly attempted to get updates. Most calls go unanswered, voicemails are not returned, and when responses do come through, they often arrive late at night and fail to address the questions being asked. Even more concerning, Home Depot representatives have also attempted to contact VEIKOUS multiple times regarding our order and have frequently been unable to reach anyone. Throughout this process, we have received conflicting information about the shipment status, and it appears there has been little communication between departments within VEIKOUS as well. We were even told that emails sent by Home Depot’s escalation team were never seen by the appropriate department. When we were finally able to speak with a representative by phone, the interaction was extremely unhelpful. We were told there was no one available to provide additional information, no direct contact number for assistance, and that all communication had to go through a general email address. Rather than attempting to help resolve the issue, the representative simply repeated that we would have to wait for an email response. At this point, we have spent days chasing information ourselves, coordinating between Home Depot, FedEx, and VEIKOUS because no one at VEIKOUS seems able to provide clear answers regarding the status of the shipment. Shipping delays can happen. What should not happen is customers and retailers being unable to get basic information, receive timely responses, or reach someone who can actually help. We simply want accurate information, accountability, and a resolution. Unfortunately, our experience with VEIKOUS customer service has been one of the most frustrating customer service experiences we have encountered. In our most recent interaction with their customer service the representative hung up as we addressing our concerns. Update: Since posting this review, VEIKOUS responded publicly stating that they had arranged a replacement shipment and apologized for the inconvenience. While I appreciate the response, the issues unfortunately did not end there. Before the replacement shipment arrived, VEIKOUS emailed me stating that because of all the delays and inconvenience, they would apply for a partial refund if we kept the gazebo. I also have emails confirming this offer. Because the replacement package was going to arrive after our June 20 graduation part—the entire reason we purchased the gazebo—we asked whether the shipment could be expedited. I even contacted FedEx directly, and they informed me that while I could not request an upgrade as the recipient, the shipper could contact FedEx to request expedited service. I relayed this information to VEIKOUS, but they declined to pursue that option. During the delays, Home Depot attempted to help by placing what they described as a replacement order because no one could tell us when the missing package would arrive. We never requested two gazebos—we were simply trying to make sure we would have one in time for the event. Later, VEIKOUS reversed its position and told us that because there was a second order, we were no longer eligible for the partial refund that had previously been offered. However, when we went to Home Depot to pick up the gazebo, the store employees told us they only had one gazebo available for pickup. There was never a second gazebo for us to take home. Despite explaining this, VEIKOUS has continued to deny the partial refund without clearly explaining why the original offer is no longer being offered. Communication has also continued to be a major issue. Responses often take days, many of my questions go unanswered, and I continue to receive the same generic replies. I have repeatedly asked for a direct phone number or contact information for a supervisor or manager because the public customer service number has been largely unhelpful. When I have reached someone by phone, I have typically been told that a ticket would be created, but I never received follow-up on those tickets. At this point, I am not asking for anything beyond what was originally offered. I am simply asking they honor the partial refund they offered via email and social media, and to provide a way to speak with someone who has the authority to resolve this matter
Response from VeikousJun 17, 2026
We are deeply sorry to learn about the frustrating experience you've had with our customer service. We fully understand that you have spent considerable time and effort over the past several days coordinating with various parties, while your package remained undelivered. This is not the level of service we aim to provide, and we sincerely apologize for the significant inconvenience and disappointment this has caused you. After thoroughly investigating this case, we have arranged the replacement shipment. The package is expected to arrive on June 22, 2026. We are closely monitoring the progress to ensure the it reaches you successfully. We take every order seriously and work hard to ensure reliable delivery. The shipping and communication issues you described are absolutely not our intention. If you have any further questions or need additional assistance, please contact our customer service team at [email protected]. Sorry again for any inconvenience caused.