Vitaly Design Service was so great. Super nice people. Was helped super quickly& my issue was fixed very quickly. Anyone who has questions don't hesitate :))
BS
bryan S.
ordered from Vitaly and unfortunately…
ordered from Vitaly and unfortunately had one of the worst customer service experiences. My order (nearly 200 CAD) was supposedly delivered, but the only proof was a blurry photo with no visible address or name. The package never reached me, despite me checking with neighbors and the building.
I contacted Vitaly immediately and spent over two weeks going back and forth with their support team. Instead of offering a real solution (refund or reshipment), they simply told me to “contact my bank” and left me without the product I paid for.
This was meant to be an important gift, and the way the situation was handled shows a complete lack of accountability and care for their customers. Very disappointing experience — I regret not ordering from a more reliable retailer.
FR
Francis
Great CS
Accidentally ordered the wrong size and CS refunded within 5 minutes of submitting a ticket, no questions asked. Prompt and friendly. Will update when my order arrives
NP
NICOLAS P.
Great experience
The products are amazing, they ship quickly and the customer service is specially great and very fast.
Nothing else to add. 5 star.
TO
TomC
Great company and products!
Superior customer service and very unique products. I love this company.
MA
Mark
The Slowest Customer Service
I bought their BPM bracelet; the bracelet is beautiful BUT unfortunately their size 7 was very tight on my wrist (mainly because the item is oval shaped and not circular but I digress).
So on July 18, 2025, I emailed them regarding the issue and they told me to ship the item back and to fill up a return form (they said it would speed up the exchange process… spoiler alert: still took weeks for the exchange). I also had to pay out of my own pocket to ship the item back to them.
On July 23, 2025, the tracker of Canada Post indicated that the item was received by Vitaly so I assumed the Vitaly team will contact me/send an automated email within a week about either the exchange for a size 8 to go through or a Vitaly gift card being sent (if size 8 was sold out)
19 business days later (27 calendar days later), no update, no email, no communication from Vitaly’s customer service.
On August 19, 2025, I finally decided to ask them for an update. In response to me emailing them for an update, the replacement item FINALLY shipped.
Ultimately, the item quality and the item itself is good but not great to be able to tolerate slow customer service or me trying to convince them to let me exchange the item because sale items were final sale items but not indicated on the item page. I am never shopping at their online website ever again and I will just drive to their brick-and-mortar store in Toronto, Canada.
Update #1 (August 20, 2025):
Vitaly got back to me today and refunded me. They refunded me as they said the item is currently unavailable which is odd because it was in stock last night but I disgress.
Update #2 (August 20, 2025):
As a reply to the Vitaly team who commented to this review: I had to pay out of my own pocket to ship the item back to them, there was no prepaid shipping label sent to me by the Vitaly team (I am happy to provide the receipt and email messages if needed).
Response from Vitaly DesignAug 20, 2025
Hi Mark, we're sorry to hear that you had a difficult experience with your recent exchange experience.
Once a return parcel is received by our warehouse, it is typically only a matter of a couple of days before our shipping team processes an exchange or a refund, depending on the request. Regretfully, it does sound like your return was hindered by unexpected technical issues with your return shipping, but we're happy to know that it was eventually resolved.
Your experience was a very abnormal situation in terms of processing time, and we appreciate your outstanding patience under those unusual circumstances.
It's important to note that for Canadian and US customers, we provide free return shipping labels so that customers are not paying for their return shipping.
If you decide to shop with us again, our support team is here anytime to assist you directly at [email protected]
LU
Luca
Amazing brand and fantastic customer service
I love Vitality as a brand, and I was even more positively impressed by their support and customer service. They were amazing in answering all my questions and supporting me at every step.
Thank you!
MG
Michael G.
Purchase the silver products only
I purchased the Riot in gold along with the Integer in gold back on January 4th 2025. I didn't wear it until March. I noticed in between the links was absent of the gold polished stainless steel. I tried to do a claim about this and denied me. They stated it's perfectly normal. Really? I thought they wouldn't lose color while being a lifetime warranty.
