VIVENSE London Anmeldelser 

Still havent received refund from 5 weeks ago..I was told it had been processed on the 4th October I returned the bed the day after receiving it as it did not match the photos and had damage

I ordered a wardrobe for my daughters bedroom on 19th September. The order was accepted and on 16th October I received confirmation the furniture had been produced, dispatched and was on route and should arrive by 10th November.

When the furniture failed to arrive I contacted Vivense to be told that the order "could not be delivered" and had been cancelled. Vivense DID NOT inform me of the cancellation at the time, nor did they issue a refund. It was only when I contacted them to chase my missing order they bothered to tell me it had been cancelled and that they would issue a refund.

They refused to explain why the order had been cancelled, when it had been cancelled, or when I could expect a refund. They also refused to provide contact details for their complaints department so I could lodge a formal complaint.

This is an absolutely disgraceful way to treat a customer. We are now without a wardrobe to store our child's clothes as given we had received written confirmation that the new wardrobe was on its way we donated her old one to make space for the new arrival.

Update 13.11.23 Despite having had the below reply from Vivense there's still no sign of a refund and no word on when that might be forthcoming. I'll soon have to approach my bank & treat this as a fraudulent transaction to try & get my money back. BE WARNED!

So after 3 months from order after chasing up an informed my order is cancelled - despite being told a month ago it was in the country. No reason given and no time scale given for my refund. Never again.

I bought a Nilamu Wide Bookcase from Vivense in about July. The Bookcase had certain black stains on (which I did not report to Vivense). With some difficulties, I was able to remove them. The Henry Sideboard was my second purchase from Vivense in about July or August. It was a bit disappointing that there were 3 noticeable defects, after waiting for 1-2 months for its production and delivery. Vivense promptly agreed to replace the defective parts. Notwithstanding the aforesaid, I would still rate the 2 products at 4 stars for the following reasons: (1) great pricing; (2) excellent and prompt after sales support (free assembly of the products and prompt feedback on support enquiries); and (3) the products look fine for me, and I would continue to consider Vivense in my future purchases.

Paid £800 for a chipped and marked dining table, coffee table and tv unit. I returned them on the same day. No refund after one month.

I ordered a dining table, coffee table and tv unit in-store in London and they arrived on October 7th and 9th - three weeks after I paid. When I opened them I saw major chips and scuffs. I immediately contacted customer services by email (there is no phone number!) with photos of the damaged products and asked for a refund. I was told I would receive a refund within 30 business days (this is what is stated in the t&c's on the company's website). The items were collected on October 10th and the customer service team confirmed that all items were delivered to the Vivense warehouse on the October 10th.

It's now been one month since i returned the items (20 business days). I have contacted the customer service team and only received vague responses such as "Rest assured that you will be kept informed as we make progress on this matter" and "we will get in contact with the finance department". I have since noticed that both the stores in London are permanently closed which makes we even more worried that this company won't refund me for damaged products! Although I am still within the 30 business days, I assumed this was a maximum amount of time not the expected amount of time to receive a refund. I've never waited this long for a refund before. Looking at TrustPilot for this company, it seems like there are multiple people who have received damaged products and also no refund.

I'll wait until the November 22nd, at which point 30 business days, but right now it seems unlikely that I'll receive a refund. I've informed my bank who told be they cant do anything until the 30 business days is up. I have also contacted an employee at the company who said they'll pass the issue on to the right person, although they didn't ask for my contact details... If the refund doesn't happen by November 22nd, I'll no doubt have to get in contact with the Furniture & Home Improvement Ombudsman and my bank again to get the refund processed.

I won't be ordering from this company again.

The mirror I ordered took 5 weeks to be delivered. When it was eventually delivered it was smashed, in a box with zero padding, bubble wrap or fragile label.

Although saying my request for a refund was accepted it’s now almost been 2 months and I’ve still not received the refund.

Terrible experience, avoid this company.

I bought a bookcase from Vivense because I liked the look of it. I should have read the reviews first... Terrible quality, the back panel is not even the right size, there are no pilot holes on the top and bottom shelves (according to the instructions - in Turkish - the top and bottom shelves should be different from the others), so you'll need lots of luck for it to stand straight. The edges of the side panels are rough at the top. There's also nothing to hold the three parts together. I wish I'd opened it when I received it, but I was between homes and put it in storage, and now it's too late to return.
I messaged them and was promised a refund, that was over a month ago, I still haven't received my money. They keep apologising for the delays, but I think they're just thieves and don't want to give me my money back and they hope I'll let it go.
Stay away from Vivense.

We recently moved into a new house and needed a piece of furniture so we ordered a 6 door wardrobe from Vivense. It was delivered but the delivery men refused to take it up to the room we needed it to be in. Within minutes, we started opening all the boxes and found one of them was damaged beyond repair. We got onto Vivense immediately asking for a replacement box but they sent their generic 'we will investigate and reply within 1 week' response which is ridiculous as they only allow 14 days for a return or refund.

Since sending them that email, we have sent another today 8th November asking for a response and a full refund. As soon as we mentioned Trading Standards we got a reply, but then ANOTHER generic response advising they would take 1 week to investigate and reply.

This is simply not good enough and we have told them refund us immediately. Our biggest concern is that they will reply after the 14 day return period advising there will be no refund given.

Now their sales online seem too good to be true and they have no other form of contact other than their 'support' email. What good is that if you are waiting WEEKS for them to deal with any queries.

I will not be ordering from them again, and I will NOT recommend them to anyone, in fact i'll tell my friends and family to steer clear of them!!

Ordered a sideboard through the Range, there are 5 parts missing so I can't put the legs on, sick of emailing and ringing the Range, was told 3 to 4 weeks for the parts, this is the 4th week and still waiting. Going to ring the Range tomorrow for a refund...do not use this company!😡😠🤬

Ordered a sofa which arrived almost 3 weeks late and damaged. Sofa was collected on the 6th October and no refund received. Also ordered some art prints at the same time which never arrived atall!! Scam of a company, don’t order from here. Would give zero stars if possible.

Product was ok from a strength point of view. The wrong manual was sent with it, slight damage to the wardrobe noted when assembling, pilot holes missing for most of the hinges meaning the doors were very difficult to fit. Main components were labelled wrong and most components weren't labelled at all. Fixings were all lumped together in one bag which was very messy and disjointed. Assembly took 9 hours instead of 2 hours for similar products from other suppliers. Not a good experience at all.

Firstly, DO NOT EVER USE THIS COMPANY!
I placed an order on 23 September with an expected delivery date between 8 to 22 November. I got an email on 23rd October saying my order had completed production and been dispatched, and I would receive an update once it had arrived at their dispatch hub in the next 2 weeks. I waited a couple of weeks and heard nothing. I logged in online to check where my order was, to find that it had been marked as Cancelled. No email, no call, no text to tell me this. I sent an email to customer services to be met with this reply:
"We regret to inform you that your order had to be cancelled due to stock unavailability. We apologize for any inconvenience this may have caused. You'll be informed about the refund process."
How can an order be out of stock, when an email had just been sent to say that my order had completed production? A definite lie.
I responded requesting an immediate refund, to be told:
"We understand your concerns about receiving information on payment at a later time. We apologize for any inconvenience this may cause. However, the reason for this approach is to ensure that we provide you with the most accurate and up-to-date payment information. Rest assured that we will keep you informed as soon as we have the necessary details, and we appreciate your patience in this matter."
There is no accurate payment information required. The company just needs to refund the money I have paid them for an item they have confirmed that I will not get.
That email was sent a week ago and I have had no update since, and no money returned to me.
It's quite clear they will not refund me, so I have taken this to my CC company to resolve.
Absolute Scammers. Appalling customer service. Terrible lack of communication. DO NOT EVER USE THIS COMPANY.

I placed an order on 22 September with an expected delivery date between 31 October and 14 November. Just recently started getting delivery notifications for a delivery in Wales which sounded like they could be my furniture. Checked with Customer Services via the message app to be told that my (prepaid of course) item was cancelled due to stock availability (or perhaps because they are sending it to someone else). No mention of any refund and dreadful spelling.
Shocking service, dreadful lack of communication. I would not touch this company again for any reason. Sadly the unit looked beautiful. Still on the store but listed as Sold Out if you dig deep enough.

27/11/23 Sadly despite the response below there is still no sign of my refund. The shocking Customer Service continues despite assurances given.

Stay away. Company cancelled my order without informing me. I had to chase the status of my delivery to be notified of this. I am still waiting to hear about a refund. It’s ridiculous.

If I could give a zero I would - item came damaged. Was offered a part refund - refund never came. Months later still trying to get a refund. Company take so long to message back. Honestly wouldn’t bother with them

Do not use.. ordered and did not receive only to find they debited money and later found out order cancelled and unable to get in touch, now the shop is showing on the web as permanently closed this has been reported to most banks and to ombudsman

We ordered a sofa from this company stating 'Express Delivery' so we got rid of our old sofa in preparation.

We then were told there was insufficient stock and would need for one to be manufactured. I was then updated that the Sofa would be completed on the 27th October and ready to ship. I had multiple confirmations this was the case. Then on the 3rd November I received an email stating our order had been cancelled due to insufficient stock after receiving confirmation it had been manufactured!! I am now without a sofa and nothing has been mentioned about a refund. I have asked for a refund asap to enable us to purchase a new sofa but been told I will be updated. This company is horrific, avoid at all costs

I ordered some nesting tables from this company end of September, got an email to say they were on the way and when I went to get an update my account was advising this had been cancelled. Ther ehas been no notification of this cancellation and no refund has been sent. Absolute scam

I bought some items on 31 October in the store - total value £278. I was told they would be delivered but 3 days later the store is closed down and no one from the company has contacted me to deliver the items or give me a refund. The company has stolen my money fraudulently. Absolutely shocking and should be investigated by Trading Standards for robbing customers. Shocking.

Ordered a table and new sofa around 4 months ago.
On expected delivery date we received an email advising of a delay but were not told of a new estimated delivery date so had to get in touch with the company, which you can only do via email (no phone details anywhere to call). Advised approximately 1 month later.
1 month passed so I logged onto my account to see that all my orders had been cancelled. They didn’t have the decency to get in touch so again I had to email them to find out why to which they gave an vague answer with no mention of a refund.

I have emailed regarding a refund to which they are now ignoring me.

All their UK stores have closed and their website is not taking new orders.
Terrible company who I wouldn’t be surprised knew they were closing down but were still taking customers money.

0 stars from me and now the headache to try and get our money back.

The below response is unacceptable. It is pretty simply to resolve. Process the refund immediately. It is quite clear from other reviews below this company is holding many customer payments they are not entitled to. This company has broken contract with its customers on supplying goods. By not refunding they are in breach of the Consumer Rights Act 2015.

It is also interesting that in the midst of all the negative reviews several 5 star reviews have been added to Trustpilot..coincidence? I think not