Vitaly DesignReviews of vitalydesign.com

Response from Vitaly DesignJul 20, 2026

Hi Mario, Thank you for taking the time to share your experience, and for being a longtime Vitaly customer. We understand how disappointing it is to realize an order was placed using an outdated shipping address, particularly when it was intended as a birthday gift. After reviewing your order, we confirmed that it was fulfilled and delivered exactly as addressed at the time of checkout. While we appreciate that the incorrect shipping address was entered unintentionally, the accuracy of the shipping information submitted with an order is ultimately the responsibility of the customer. Once an order has been successfully delivered to the address provided, we are unable to assume liability for the package or provide a complimentary replacement, as there was no error in the fulfillment or delivery process. Had you contacted us right after placing your order, we would have taken emergency measures to update your shipping address. However, we were not notified of your shipping issue until 13 calendar days after placing your order, and nearly a full week after it was delivered. Under these circumstances, there was nothing we could do to prevent the delivery issue. We recognize that you were hoping for a one-time exception, and we appreciate that you acknowledged the address error originated during checkout. Our policies are designed to be applied consistently to every order to ensure fairness for all customers. While we're sorry this wasn't the outcome you were hoping for, our decision was based on the circumstances of the delivery rather than your history with our brand. We sincerely appreciate your support over the years and regret that this experience has impacted your perception of Vitaly.

Response from Vitaly DesignJul 6, 2026

Hello Matthew, Thank you for taking the time to share your feedback. We're sorry to hear that you were disappointed with your experience. We understand how frustrating it is when there is uncertainty surrounding a delivery. After reviewing your case, we confirmed that the order was shipped to the shipping address provided at checkout and that the delivery information supplied by the carrier indicated the package was successfully delivered. Based on the information available from both our shipping records and the carrier's tracking data, we were unable to verify that the package had been delivered to an incorrect address or that an error had occurred during fulfillment or transit. For that reason, we were not able to authorize a replacement shipment. We appreciate that this was not the outcome you were hoping for. While we always want to help where possible, we also have a responsibility to rely on the information provided by our fulfillment systems and shipping partners when reviewing delivery disputes. We remain committed to handling these situations fairly and consistently for all of our customers.

Response from Vitaly DesignJun 17, 2026

Hello Josefina, Thank you for bringing these concerns to our attention. Please note that our customer support team is active 7 days a week and have a typical response time of less than 24 hours. If you have not received a response from our team, the most likely scenario is that you are contacting the wrong email inbox, or our replies have been routed to your spam folder. If you are waiting on a refund due to a return shipment, please note that most return shipments require up to one calendar week after delivery to our warehouse in order to be inspected and processed by our return team. Once a refund is submitted, your bank will take care of the reinstatement of the funds, which may take up to 10 business days, depending on your payment provider. Please ensure you are emailing us directly at [email protected] for further assistance. Our support team is standing by, prepared to assist you. Thank you.

Response from Vitaly DesignJun 16, 2026

Hello Elizabeth, Thank you for sharing your feedback regarding your recent support experience for your warranty claim. We understand your frustration and appreciate the opportunity to provide additional context regarding this situation. After the original issue was reported, our team processed a warranty replacement in accordance with our warranty policy, as the item was determined to be eligible for coverage. When concerns were subsequently raised regarding the replacement item, we continued working with you to provide a resolution. Under our warranty policy, covered claims are eligible for a replacement or store credit where appropriate; however, they are not eligible for a refund to the original payment method. This policy is applied consistently to all customers and is outlined in the terms of our warranty program. We also want to clarify a point raised in your review regarding the suggestion to contact your payment provider. This was not presented as a substitute for support or an attempt to avoid resolving the matter. Rather, once it became clear that the available warranty resolutions did not align with the outcome you were seeking, a member of our team advised that you were entitled to pursue a dispute through your payment provider if you believed that was the appropriate next step. While we understand that you disagree with our policy, our team did offer resolutions available within its scope and remained engaged throughout the process. While we understand that this outcome was not the one you were hoping for, our team did offer solutions within the scope of our policy, including store credit and a replacement item. At no point was your concern dismissed, nor was an attempt made to avoid resolving the issue. We stand behind our products and our warranty program, and although we are unable to provide a refund in this case, we remain committed to handling warranty claims fairly, consistently, and in accordance with the policies that govern them.