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Absolutely hands down the worst company I have ever dealt with. I ordered a hot tub. Less than a half hour after purchasing I sent an email requesting to cancel my order. The next day, I received an email back stating it was to late to cancel because the hot tub already shipped. That was on Sunday, it is now Friday and according to my account the hit tub is still in their warehouse. Their website says same day fast and free shipping, yet 5 days later its still in their warehouse and I can't cancel my order. They will not answer the phone and it takes days for them to email me back. I would gladly pay more somewhere else for better customer service. Do yourself a favor and stay far, far, away from this company.
I purchased an inflatable water slide through eBay. After re reading the description I realized it said it was non functional and for parts only. 20 minutes after placing the $500 order I tried to cancel but they refused and said it had already shipped. It arrived used with a big rip. The customer service emails I keep getting about my return request keep saying "your last email was blank" and we still can't find the purchase info. I sent screen shots of all the transactions from eBay and they won't acknowledge that the info is in the photos! Extremely frustrating! I'm out the $500 and stuck with a broken useless toy. DO NOT PURCHASE from them
Hello Laurie,
I am so sorry that the item did not arrive in the condition you were expecting.The item is listed for parts only. This means that the item does not function as intended and is not fully operational. This includes items that are defective in ways that render them difficult to use, items that require service or repair, or items missing essential components. These items are sold as-is without warranty coverage, as they are intended to be used to make repairs, especially for items that you need specific parts for.
With this in mind, if you email a copy of your tracking ID or order ID we can absolutely make sure we get this resolved for you!
I bought from this company thru ebay.
They advertised the item as available.
I put in my order and they take the money from my account and the next day the canceled my order!
They did it twice!
And it takes them more than 24 hours to let me know. I buy bulk. More than 10 items at a time. Now I'm waiting for my money back. Let's see how long it takes them to refund me my money.
It'll be nice if they tell us whats available.
Never again with this company!
Hello Edwin,
I am so sorry that some of the items you ordered have gone out of stock. With a higher than typical velocity of sales, our systems are having a bit of trouble keeping up. Any out of stock listing should be removed at this point and you should have been refunded as soon as the issue was noticed. Our team is working diligently to resolve this issues as quickly as possible. I apologize for the inconvenience.
Ordered a pool that arrived with a dead pool pump. Contacted customer service and they actually responded fairly quickly stating that they would send out a replacement asap. I thought great, good company. 2 months have gone by and still no new pool pump. customer service says timeframe is past 30 days, i got my product and their policy states they dont offer refunds, exchanges or replacements. nothing is mentioned about past offer.
Hello Joel,
I am so sorry to hear that you didn't receive the replacement pump you were expecting. I am unable to locate your order based on the information provided, but if you reach out to our team via email at [email protected], I will gladly look into things further to see what we can do.
I recently ordered a big purchase which was a lot of money, I checked with my order to see if it has been shipped. It told me it has been shipped but I have no Tracking #. I sent an email because i was curious on why I didn't get a tracking number and they never replied. I called the number that was given on website and wasn't available told me to email an email address that was different from the one provided on website and when i tried to said the email was not existent. I will Change my mind and give a better review if i get the help i need and if my order comes in great condition.
Hello Melissa,
I am so sorry to hear you haven't received the tracking information regarding your order. This should be sent automatically as soon as the item ships. With the information provided, I am unable to locate your specific order. We would be more than happy to send it to you in another email if you would reach out with your order number! Our direct email address is [email protected].
I tried to purchase a pool from VM Innovations. They charged my credit card and then said the pool was being shipped. It never shipped because they did not have the pool in stock! So I waited for several days expecting a pool to be delivered. They never contacted me to let me know they did not have the pool in stock. I had to contact them directly in order to request a refund. I am very annoyed and frustrated with their business practices. Not cool!
Hello Angela,
I am so sorry that the item you purchased is out of stock. We are experiencing a higher than expected velocity of sales on these products and unfortunately, the listing was not able to be pulled down in time. We are very sorry. I have requested your full refund. Please allow 3-5 business days for the refund to show on your original method of payment (credit card, PayPal, or bank account). I am sorry for the lack of communication, you should have received an email confirmation from us on the issue as soon as the problem was noted. We are happy to hear that a refund has been issued and is on its way to you.
They delivered only 1 box out of 3 for gym equipment. 1 box is useless because it connects with rest 2. I am running around to get rest of the 2 boxes. It's been about 2 week now with no resolution.
Hello Deepak,
I am so sorry for the frustrations surrounding your order and the mistake of only 1 box being sent. Our team did provide replacements for the missing items as of 5/19/2020 which were delivered via freight shipment on 5/26/2020. I do note that the item is being returned to us, and upon its arrival we will gladly provide a refund!
Even though I cancelled my order before it shipped. They still shipped the pool and I had to incur the shipping cost to return the product. Please do yourself a favor and do not buy from this company. Their customer service is horrible.
Hello Sergio,
I am so sorry to hear that we were unable to cancel your order prior to shipment. While we do our best to reply to cancellation requests in a timely manner, we are unable to guarantee cancellations after purchase as our team does move very quickly. As stated on the listing, we are unable to cover return shipping in these situations.
They have increased pool price points by over 300% since February 2020 and are taking advantage of the stay-at-home orders. Shame on this company.
Hello Ginny,
I am sorry that the price of our pools is higher than you were hoping. The market price of our items may fluctuate automatically based on a variety of factors. At this time, the price being shown is what the item is currently selling for so we would be unable to adjust it in any way and I am sorry for any trouble this causes.
Feel free to check back on this item at a later date to see if there are any changes or promotions running at the time.
Let us be clear that we do not partake in price gouging and are compliant in all laws related to price gouging.
If you have any additional questions please reach out to our team directly at 866-639-9320.
I ordered a radio and it does not work. I have tried for over a week now to get in touch with someone but no one ever gets back to me.
Hello Matthew,
I am so sorry to hear your item isn't working! We are always happy to assist when these sort of issues arise! While it is taking us a bit longer than usual to respond to emails, we would be more than happy to assist in making things right! Please contact us directly at 866-639-9320 or help@vmexpress with your order number.
Item advertised as open box L/XL size and was shipped a Small/Medium. How can you make that mistake. Now I'm working on returning something that I didn't order. Hopeful I won't be responsible for return shipping when the seller sent me the wrong product.
Hello Michael,
We're so sorry we shipped you the incorrect item. We're happy to fix this right away. We would be glad to offer the option to have the item replaced with the correct size, or returned for a full refund. As the wrong item was shipped, you will not be held responsible for the return shipping. We strive to provide the best over all experience for our customers. If you need further assistance, please give us a call at (866)-639-9320.
After spending I significant amount of time searching for exercise equipment that would be suitable for my lifestyle, I purchased a home jam from the VM innovations website. Confirmation for my order and was informed that I don't wanna be shipped within 2 to 7 days. 7 days later no equipment. I sent an email to inquire and was informed they didn't realize I placed an order and sold out of the machine. However, they have several listed on eBay for a much higher price. Very unprofessional to say the least. Definitely a waste of my time.
Hello Regina,
I am so sorry to hear that the item you ordered went out of stock. We are experiencing a higher than expected velocity of sales on these products and unfortunately, the listing was not able to be pulled down in time.
We are very sorry and did issue the refund as soon as the mistake was recognized.
I have requested your full refund. Please allow 3-5 business days for the refund to show on your original method of payment as this is the typical processing time for most payment providers.
This company is a nightmare. Product came with missing parts and smaller than advertised and now that i want to return it their "free returns" policy apparently doesn't "fit my needs" and they are saying in need to pay return. For a WEIGHT BENCH AND WEIGHTS! Will most likely cost a fortune. All of this while on lock down from covid as a single mother of 3 just trying to find outlets for my kids. DO NOT ORDER FROM THIS COMPANY!
Tisa, I am sorry the size of the item you order was not as expected. In the case that an item does not meet expectations and is functioning the way it is listed to function, we cannot cover that item under free returns. Please reach out if you have any additional questions.
I placed and order on February 20th and it was supposed to arrive on the 25th. I contacted them and they said they were having computer issues. Now it's March 7th and no more contact from them and no product received. I will have to contact my credit union to resolve this.
Deborah, I am very sorry for the issue with your order. If you reach out to us with an order # we would be happy to help solve your problem. Please reach out to us at (866) 639-9320.
Horrible return policy and unwilling to work with customers on it. Thought I was ordering from walmart.com but turned out to be through this company. Found out that it came from this company when I tried to return the product to walmart. Unfortunately when the product was ordered the return policy was not made clear. We had ordered the product in advance as a birthday present and we was outside the return window before the item was ever gifted. If smaller companies are going to sell on sites like Walmart return policies should be made more clear because I like many people assume if I order on walmart.com I can return to walmart. Otherwise I would just google what I'm wanting and find the best price not go to what I did co sider a trusted site.
Kandy,
I am very sorry that this item did not end up working out for you. We do our best to make sure our policies are all very clearly states on listing for our items so that we don't run into confusion with customers.
At this time, we will not be able to accept a return for this item. We do have our 30-day return policy very clearly stated on the listing and this item is now over 2 months outside of this time frame so we will be unwilling to make an exception. If there are issues with the item, I would advise reaching out to the manufacturer KidKraft as there is a 90-day warranty through them.
If you are not satisfied with this solution, I would advise reaching out to Walmart directly. They have worked with us to make sure that this 30-day return policy is clearly stated and if there was any exception to be made it would need to come from them.
I do not normally write reviews but seeing so many with issues I have to question them. Even though there were questionable reviews I went ahead and made what I consider a major purchase as the price was very good. That alone concerned me but I have to say everything went perfectly with 0 issues whatsoever. This was a large freight shipment that had me even more concerned arriving damaged but the boxes (2) arrived on a pallet and brought into my garage again with 0 issues. Maybe I'm lucky or others are not or looking to hurt this company IDK but my experience was positive and I would absolutely deal with again. Especially if a similar deal was offered on an item I was interested in. I ordered a freight shipment on Saturday January 4th and it was delivered perfectly on Wednesday January the 8th with updates on order status in between. You be the judge.
Stan, we're thrilled to hear your order arrived safe and sound, and appreciate you taking the time to share your positive experience with us! We hope you enjoy your new item, and that you have a great rest of your day!
This was my second time ordering from VM, and i was able to get all three items i wanted for my kids at the lowest prices i could find after price comparing online and received in one item the very next day and the other two items the day after that, super fast shipping!
Katie, we're so happy to hear you had a positive experience with us! We hope you and your kids enjoy all the fun new items sent your way! Happy Holidays!
I ordered a floating pool lounger and instead got 2 Mexican blankets. Made contact with VM and they said I could send the Mexican Blankets back, great, however I would have to pay the return shipping charges. Approx $30. Unbelievable. They said that it was state on the original purchase info. I told them I would have gladly paid to return it if I had ever received it. What a scam. I am going to try and get the situation dealt with and satisfaction from ebay
Heather, I apologize the wrong item was sent to you we do our best to make sure this never happens. After reviewing the details of your sale I have processed a full refund without requiring the item to be returned. Please reach out if you are needing further assistance.
This is an re-review.
I ordered a amplifier through a third party. The shipping directions stated one box. So when I get the one box I set an appointment to get it installed. After opening the box I noticed it did not have the wiring kit or capacitor that was supposed to come with it.
So I wasn't able to have it installed because of no wiring kit. I promptly sent the amp out for a refund and within. 2 days of them receiving it my money was refunded. That was greatly appreciated.
Jimmie, I am very sorry that your item arrived missing components. We would have been happy to get those missing items shipped to you, however, it seems at this time we have already refunded this order. Please reach out if you are needing further assistance or have any further questions regarding this transaction.
I recently purchased the Banzai ******* Hydro Blast Inflatable Water Slide Aquatic Activity Park Center. It was slightly damaged so I contacted customer service and they immediately responded to my email request and offered to replace the item at no additional cost. We went back and forth over email and each time they prompted responded. I never write reviews, but I was beyond impressed with the level of service VM Innovations provided. I would certainly recommend their brand to anyone!
Jen, I am so happy to hear you had a positive experiencing while shopping with us! You are our top priority and we do our best to let that be known. We hope you enjoy your new water slide, just in time for Summer! Cheers!
Hello Keith,
I am so sorry we were unable to cancel your order prior to shipment. Once an order is placed, we are unable to guarantee cancellations. Our team does move extremely quickly and this item had already left our facility by the time your cancellation request was received. At this time, if you'd like to return the item, we would be happy to take on some of the cost of return shipping. If you'd like to move forward with this option, please contact our team directly.