Vitaly DesignReviews of vitalydesign.com

Great looking products, but their customer service is very unprofessional. It takes them months to even reply to an email. I have returned items, due to their sizing confusion and have never received a refund. Over $500 worth. They ask u to photograph the package, the receipt, the products...proof of sending the package...it’s ridiculous. I’ve never dealt with such an unprofessional company. It’s a shame because if they were managed properly, perhaps they could b successful.

The exchange process is too long and I'm being charged more for a refund. Basically, the item will be sent to NY then Canada and then it gets processed, I live in CA, so that will take forever. (The item was too small and they have no sizing info about it in the first place) I opted for a refund instead, so I can order another item and pay for another $13 shipping fee while I wait for my refund. (They do not refund shipping fees FYI, so I would be taking double the hit for shipping) Good right? I'll be making 2 purchases but getting a refund for the previous one. BUT... To my surprise, THEY CHARGE HANDLING fees for refunds. It's just preposterous that they keep your money for refunding an item. I reached out to the team and it was poorly handled. I was infuriated by the time they finally offered to waive the handling fee. As a frequent online shopper who makes online purchases 5x a week. I DO NOT RECOMMEND this brand. I would rather spend my money paying 5x the price on Gucci, Hermes, and Versace accessories (And other reliable American brands) because they handle such issues with more sense, less disappointment and they don't charge you for refunds. I will NEVER wear the item I bought. I'm not proud of it knowing that it's from such a negative brand. I will NOT buy the item again. I simply decided to give it away, I'm done dealing with this brand. The service recovery is just non-existent.

Incredible people as well as the products. Had a final sales item, it turned out it wasn't my size. When at first i couldn't return i send an email and the problem was immediately fixed. Got my ring and it's really good quality. Can't understand how others have had such a bad experience. I felt very safe throughout the whole thing. Do recommend.

I genuinely cannot understand where all these negative reviews are coming from. So far, I've ordered from Vitaly twice. Both times, something went wrong with shipping (which wasn't Vitaly's fault). The first time my package was delayed, so they offered to ship another package with free express shipping, no questions asked. The second time, something went wrong with the local carrier in my country. They lost my package, and even though Vitaly was not at fault, they re-shipped my package again with free express shipping. I was assisted by Pedro and Miguel, and both of them have been nothing but wonderful. Amazing service and the jewelry on top of that is of great quality. I am definitely ordering from them again in the future!

The order came quick, beautifully packaged!

Honestly words cannot describe how bad this company is. To begin with I had a ring that was my size but after a month its started falling off which was weird. Upon inspection the tangent ring had actually moved and bent making it larger. Naturally I messaged there customer service if you can call it that to get responses like it’s a month old and it’s the strongest steel, which it definitely isn’t. After a chain of messages and photos they finally messaged something that kinda resembled customer service however, by this point I was to annoyed to be asked to send my ring back and get another ring of my choice so I can really experience the quality of their products. All I can say is absolutely AVOID!!

Every time I've purchased from them i end up in broken and nonfunctional "fraud detection" protocols where they go back and forth by email for 3 days asking me to provide additional info and then suddenly cancel my order after I've provided many pieces of information with no explanation. Absolutely terrible customer service and clearly non functional fraud detection and prevention.

Their items are great but I had such a horrible customer service experience with Pedro and Nick. I had an exchange order lost and tried to inquire them about it but their standard is to just put out messages that shoo you away, they always send their message hoping that it's going to be their last and that you'll leave them alone. After telling them that my package is lost and they offered me a solution. During this time, I was looking through options for a replacement since the item I originally order is no longer in stock but Pedro would try to hurry me up. I answered just 2 minutes after they offered it and then after waiting for 10 minutes they just disconnected my chat. Right after I was connected to Nick who asked, "how could I help?" No worries, disconnections happen. After explaining again thoroughly about what happened, no response for another 15 minutes. Then the chat dropped. You know what would have made this all ok? If they had just acknowledged my existence. If they could have just said, "One moment please", "We're a little busy but we will be with you shortly." I wouldn't have minded waiting. But to be disconnected twice for no reason, to not have simple question answered, to provide no acknowledgement of the inconvenience they're causing is just ridiculous. I work in the same industry, I work at a call center and I get it. It's difficult but like I was the most understanding customer and it was a horrible experience for me so I can't even imagine what this would be like for anyone else. Jane was able to help me out, but even then it felt like there was no accountability for their horrendous service. Either way, won't be shopping here again. Would prefer a refund but that's clearly impossible because they would just disconnect on you.