Vitaly DesignReviews of vitalydesign.com

Response from Vitaly DesignJan 15, 2024

Hi Finn, Thank you for your review. We understand that your parcel encountered an issue due to an insufficient address, leading to its return to our warehouse. We genuinely apologize for any inconvenience this may have caused you. As a gesture of goodwill, we promptly processed a refund as promised upon the parcel's return to our facility. As for your parcel, you are looking to return/exchange. We sadly do not cover return fees to our warehouse in Portugal as of now. We sincerely apologize for any trouble.

Response from Vitaly DesignJan 8, 2024

Hey Toby, we're so sorry for any stress caused by your delivery experience. We did everything we could do to get your package to you safe and sound. Our support history and account information shows that your recent delivery with us was shipped and delivered to the right address and confirmed by your local post office as having been delivered to your address. Under normal circumstances, if a package is not delivered to our customers, we will absolutely either reship or refund the order, but this package was verified as being safely delivered to you. We sincerely hope that your local post was able to assist you further in locating your package. If you need further assistance from our support team, you can reach us at [email protected]

Response from Vitaly DesignDec 13, 2023

Hello Ashkan, We're very sorry to hear about this experience. What we see from our investigation is a very unfortunate set of unpredictable circumstances that led to a negative experience for you. Sometimes unexpected issues with carriers can affect delivery times, and it does appear that your order was delayed due to an issue with the shipping company. While rare, this set of circumstances compounded due to extreme fluctuations in stock because of a high volume in sales, meaning that we couldn't send replacements to you because they were all sold out. We can certainly see from your support ticket that the agent was not dismissive and went so far as to apologize to you and provide you with your refund immediately. Although you did not request a discount or gift card, surely your support agent would have been happy to make you an offer on a new replacement order if that was in your interest. If you should decide to shop with us again moving forward, please reach out to [email protected] to assist with a special offer on the basis of this unfortunate experience. We're here to help.

Response from Vitaly DesignDec 13, 2023

Hey Johanna, We're so sorry to hear that you had some difficulty with order delivery and concerns with your support experience. Our support team takes all of these matters quite seriously. When a customer reports packages missing, we thoroughly investigate with our carriers to see what has happened and consider all possible avenues and perspectives to provide a solution based on the evidence. In situations where it is appropriate, we will provide replacements and refunds, however in other cases where delivery is proven, the verdict may be a denial if the evidence substantiates such a decision. We're sincerely sorry for any frustration this situation may have caused, but know that our support team is standing by to continue helping with any such issues at [email protected]

Response from Vitaly DesignNov 28, 2023

Hey Donna, We're sorry to hear that you were unhappy with the outcome of your support case. Unfortunately, after waiting for the item to be received back at our warehouse, your return was denied due to clear signs of wear and tear as well as missing packaging, which are both violations of the return/exchange policy which are clearly stated in our Help Centre. Ordinarily, we would have taken your return back under different conditions, however we couldn't approve your return under the circumstances. If you ever need further support with a purchase, our team is available to assist you at [email protected]

Response from Vitaly DesignNov 16, 2023

Hello Elza, We're so sorry to hear that you've had an issue with the shipping of your order. We are presently in the process of supporting you via email to help you through this experience. Please keep an eye out for emails from us at [email protected] and one of our agents will ensure you are looked after.

Response from Vitaly DesignNov 6, 2023

Thank you for your review, Michael. We're sorry to hear there was an issue with your Riot. We do have a lifetime warranty in place. To initiate this - we do need a photo of the defect, a handwritten note with your order number on it as well as confirming your shipping address for reshipment. I can see that you did reach out to us for a replacement, which one of our agents eagerly assisted you within hours of the request being made.

Response from Vitaly DesignSep 27, 2023

Hi Kevin, Thank you very much for this feedback. We're sorry for the frustrating experience with your shipping issue. After an investigation, we can see that our Customer Support team has been supporting you throughout this process every step of the way over the past several weeks with timely responses and direct communication. Unfortunately, while our our teams work diligently to make every shopping experience a success, we cannot control everything that happens to packages once they are dispatched. We have contacted the carriers, launched an investigation and are awaiting further information before fully resolving this matter for you. We would appreciate your patience and understanding as we navigate our policies and procedures to make this situation right for you.