"Saved by a Sandwich!
The website said 5 to 7 days, so when a week went by after ordering a sink & 2 faucets on 6/21 and not hearing a word other than "Order Status Paid," I called VidaVici several times, only to get a recording. I left word for them to contact me either by email or phone to tell me the status of my order. Never heard a peep! It was only today that I decided to see if there were any reviews on this company. I saw both good & bad reviews, & I was beginning to get a sick feeling about possibly losing over $700. I was ready to call the credit card company, the BBB, and to add to those bad reviews, but I was hungry & so I fixed myself a sandwich. Just as I was taking my last bite, here comes the UPS truck - with my stuff! I called VidaVici right away to let them know my order arrived today, but that they really need to communicate with their customers. Of course, no one was there to talk to, so I left a message. If they had just been in touch to let me know what was going on with my order, I wouldn't have lost sleep, I'd be giving them a high rating, & I would feel comfortable about shopping with them again in the future. But I felt so much better after that sandwich."

"I never recieved my eGranite samples that I paid for 10/20/10. Sent 2 emails cancelling the order and asking for a refund. NO RESPONSE yet (11/23/10). Would not purchase nor recommend this store. Very disappointed to be charged and not recieve product or refund. Still trying to get a response!!"

"RUN! RUN! RUN!

I ordered a Gerber toilet and was charged the $345 on my credit card. The order on the Vidavici website showed the order pending and the product paid in full. After waiting for 2 weeks, I emailed Vidavici 3 times with no response. I finally called their 888 number and Chase told me he would look into it and call me back. 4-5hrs later and no call back, I called again and I was told that Vidavici was waiting for the product from the manufacturer, and when it was recieved, they would ship, update order on website, and send an email. 2 more weeks pass with no update. I call again, talk to Rodney who cancels the order per my request and told me Vidavici would credit my acoount. Another week passes with no order update and no credit on my account. I call and am told that it still has to be sent to corporate for approval and a credit would be issued the following Monday (5 days). Today is Tuesday and the order shows cancelled on the website, but still no credit on my account. I have filed a dispute with the credit card company. When talking to Chase via live chat today, I asked for the person in corporate who I could talk to, to resolve this issue. He said he could not give out that information.

The price for this toilet was the best on-line price on Vidavici. But not worth the hassle. After I cancelled the order, I found the toilet with the next upgrade for $28 less locally. Better toilet, less cost, and no hassle.

This company quickly went to the top of my "Do Not Do Business With" list. I wish I had seen these reviews prior to doing business with them."

"Buyer beware! A merchant is only as good as its service. This one gets a big ZERO!

I bought our sink from Vidavici.com and have communicate with someone, who seems to be the manager of the online store. When our designer, my husband and I realized that the sink was too big, not leaving any space for the faucet, there was only one thing to do - send the sink back and buy a smaller one. I called Vidavici and got directions from that person on how to proceed with the return shipping. His instructions were as simple as listed in the return policy. (No additional guidance or caution was provided)

1) Return item with a qualified carrier.
2) Because of the fragile nature of theses products, we recommend that you insure the item.

I didn't received any information about our package for quite a while and decided to call Vidavici. They had received the sink and told me that it was broken and that I needed to file a claim with UPS.

A couple of phone calls were made to Vidavici after that. The one before last was quite strange... I was inquiring about my broken sink and wanted to find out what was being done about the insurance. Somehow I got much more information than requested. The man on the phone told me about the flaws of my sink and how it should not have been shipped via UPS... My immediate response was" Why wasn't I told that before!" and his answer was "You wouldn't have bought the sink if you had known the cost of shipping by freight! He admitted to me that it was a good way to get rid of its inventory and that the insurance would pay for the sink . He also said that they stopped that practice... and that he and UPS would help me with the cost of the sink since my claim was being denied. At the end of the conversation, I did ask him his name ... The same name that appears on all confirmation e-mails received from Vidavici.

I have called one more time after finding out that the claim was denied to see how much he was going to help me. He has changed his tune and is not willing to help at this point. He also denies that he said anything about the questionable practices noted above. In addition to everything else, he has mentioned to me that the sink needed to be transported on a pallet (of course after the fact). Well, based on my phone call with SAIA and my receipt of the shipment - the sink did NOT come to us on a pallet. I have since sent one e-mail requesting $319.00 for the sink with no response yet. We did end up buying another sink ( RC34706) from Vidavici.com which came via UPS. This one did not break... "

"I was disappointed in their ability to manage my order and follow up with the manufacturer. I ordered a Gerber toilet on 11/19/09, and Vidavici placed an order with Gerber. After calling Vidavici multiple times to check on the status, they finally contacted Gerber on 12/8 to discover that the toilet order was in limbo because of an inventory system issue on the Gerner side. The order was finally processed properly and shipped out on 12/14, arriving at a local shipper who failed to get it on a truck for two days, so I finally drove to their warehouse and picked it up on 12/18. It took almost one full month and a huge effort to complete this purchase. A good company can not only handle the easy orders, but should have systems in place to track the orders that they have accepted responsibility for. A good price is not always enough."

"From my experience, Vidavici has horrible customer service! Please think twice about purchasing from them.

I bought a $2100 A.O. Smith water heater that had a huge safety defect in the gas valve and Vidavici did not help at all. Given the fact that the defective valve almost blew up the water heater and those of us standing around it, I would have expected at the very least that they would return my phone calls or emails.

I called Vidavici and gave them a detailed description of the problem as soon as the cause had been determined by the installing plumber. Chris, in customer service, promised to call me back before the end of the day (on a Friday afternoon) with parts and repair information. Needless to say, he never did. We've been staying with family or at a hotel for almost a week now. I have still have not gotten a reply from Chris or anyone at Vidavici. A followup voice mail and several emails are still unanswered. I requested assistance and got nothing from them. On top of that, the website states that the water heater ships in 2-3 days. It took a week and a half to arrive at my house.

The plumber and I had to call the manufacturer directly about the defective valve and they are taking care of the problem. A.O. Smith has been wonderful so far and shown great concern about fixing the defect and rebuilding my trust in their product. At least the manufacturer understands the seriousness of the situation. Vidavici could use some help in this category.

I have purchased from many different websites over the years and this is the first time that I have ever left feedback about a seller. I will never consider Vidavici for another purchase."

"I bought a deck plate for my Grohe kitchen faucet and received it in 3 days with free shipping. Customer service is always available when I called. Their price is almost the lowest with free shipping and they ship the same day when I ordered it in the morning. I wish there are more online retailer like this company or neweggs."

"Very happy with my first purchase from vidavici.com. I purchased a Blanco sink grid and it shipped the day I ordered it. Arrived in just a couple days, perfect transaction. Highly recommend."

"Ordered EcoFlush Toilet on line since they were not available in local stores. My order shipped 3 days after placing it. The toilet arrived very well wrapped after about 3 additional days. The toilet did leak, though no fault of VidaVici, and was able to get a replacement part working through the manufacture. I did not try to contact VidaVici about the problem, so I can't say what course of action they would have taken. Overall, very happy with my order."

"Received order in 1 day to Canada. Customer service was very helpful with shipping issues and order details. Upon receiving shipment I noticed a small ding on the side of my sink. Called with info and sent pics this morning and by 5pm a new sink was on its way to me. CSR I spoke to were Tim and Bill. Great guys to deal with, and now am in the process of changing my brand of toilet purchase to something Vida Vici carries for a second order. And they will match competitor pricing."

"Best price around for the shower rod I needed- thought that there must be something questionable about the site, but not so- Everything on the up and up. Fast reasonable delivery. No problems at all. No reason for contact with customer service so I can't comment on that."

"Top quality products. Top customer service. Excellent communicators. Problems get solved here.

Highly recommended.

I am a hugely satisfied customer."

"This is a great site for high-end sinks. The prices are great and the service is even better. I will be shopping here again"