"Same story as many of the others, shipped a very expensive damaged appliance, sent them pics, they offered $20-$40 to keep it..when you still dont want it..you enter the 7th circle of hell with repeated calls, emails, etc. Bottom line, they sell damaged/defective goods for the price of new & when you get it damaged & want your money back..you might as well save yourself the time & frustration & consider your money gone. Chalk it up to a lesson learned. There are many many complaints (135) on the Better Business Bureaus website all confirming the pattern with their sales to customers. They go under several names VM Express, VM Innovations & Spreetail, LLC. They shouldnt be allowed to sell anywhere inless they advertize honestly. We sell damaged & defective goods & we expect you to keep them. Buyer Beware."
"purchased a fire pit off of ebay through VM Express on June 14th at 6:09 am, I then tried to cancel the order same day, two minuets later at 6:11 am. The seller would not respond to my request, however they did manage to send me a confirmation of shipment at 6:35 am. I then received the 70 pound fire pit on June 17th. I hired a handy man for $120 to assemble the unit so I can put it to use.At this point, I have already spent 357.88 on a fire pit that would not ignite fire-The item was defective. I tried contacting VM Express and they advised to contact the manufacturer to identify the damaged piece. I was on hold for hours and sent countless emails, at my luck no response. VM Express then replied to my emails on 06/26 5:30 pm to return the item. Now I’m expected to pay my handy man an additional $120 to dissemble the fire pit? Its outrageous. The defective fire pit costed $237.88. My handy man in total would be $240, which is the same price of a new unit. Needless to say VM express clearly states on their website 24/7 customer service at ***-***-**** which is not the case, since June 14th I was not able to get in touch with a live representative over the phone. DONT TRUST THIS COMPANY."
“Hello Henny,
I am so sorry to hear your fire pit was not functioning on arrival. We would be more than happy to see what we are able to do to assist you further. I am not able to locate your order based on your name or address - are you able to provide a tracking ID or order number? Once we have this we can provide a bit more details on your options moving forward!
I so want to inform you that most marketplaces restrict us from providing a refund when a dispute with your financial institution remains open. If this is still the case with American Express, the marketplace may require the dispute to be closed or completed before we can take any further action.”
"I ordered an intex hot tub and I read all these reviews before I ordered and decided to order through target not Walmart. I recieved this freight pkg in 2 days exactly with all parts and new items. I was very skeptical since we got scammed on Ebay earlier for the same item but PayPal refunded us thankfully. best advice order through target and you will get what you ordered from vminnovations. the east coast is easier for them to ship to apparently after reading the reviews of this company off of target and wish and Ebay. negative comment I have is the horrid price gouging is shameful. everyday the price goes up higher. we couldn't afford the basic bestway baby pools so the hottub was somehow cheaper we just dont crank up the heat all the way for the kids. good luck yall."
"Purchased an item that was unable to be shipped to California without an additional part. Their customer service emailed me days later and gave me 2 options, (1)send me the additional part at no additional cost or (2) refund my money. I took option 1 immediately and got a reply days later that they could not honor their offer and wanted to charge an additional $100 on my card. Customer service is trash along with their descriptions, at the bottom of their emails it states customer satisfaction is their priority, they obviously have a very unique way of showing it. Save yourself your time and a headache and avoid these guys at all cost."
“Hello Miguel,
I am so sorry for the frustrations in receiving the item you ordered. Currently, we are unable to ship any hot tubs to California without the purchase of an Energy Efficient Cover, as noted on all listings. This is due to a change in CARB laws that occurred earlier this year. To make the process easier we do offer the cover at a discounted price with an additional payment as noted in your review, rather than requiring a purchase of the cover at its typical price. I apologize for any inconvenience this may have caused.”
"Stay away from this company. They send damaged items and take forver to respond. Disputing with my credit card. FYI this was purchased through eBay "
"Never received what I ordered; after contacting them they sent me a generic email to take it up with my bank. I could have just saved myself the hassle and not ordered. Worst online buying experience I've ever had."
"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."
"The ***-***-**** is a bogus number. You can not reach anyone in regards to customer service in this entire company. When purchasing their products online, they will require the consumer to pay for the return shipping regardless of the reason of return. "
"I ORDERED A POOL OFF EBAY AND THEY WERE THE 3RD PARTY. IT WAS FOR A POOL, PUMP AND FILTERS. THEY ONLY SELT THE FILTERS. I HAVE REACHED OUT TO GET RESOLVED. NO ONE REPLYS BACK. THE PHONE NUMBER THEY GIVE IS BOGUS. I WENT THRU EBAY FOR A RETURN AND NOW I HAVE TO WAIT. THIS COMPANY SHOULD NOT BE IN BUSINESS WITH ALL THE BAD REVIEWS THEY GET. I AM SHOCKED THESE BIG RETAIL COMPANIES USE THEM. I THINK THEY SHOULD RWTHINK WHO THEY ARE WORKING WITH. DO NOT BUY WITH THEM. "
"I ordered a gym equipment on 7th May. It was supposed to be delivered in 3 boxes but only sent 1 box. I am running around between VMInnovations and Carrier. No resolution. Order 002-***-***-****"
"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."
"I recently ordered an above ground pool through Walmart which was shipped by VM Express. I ordered several other items to go along with the pool and all of those other items were delivered on time. After they were delivered, I got a notice that something went wrong with the pool shipment and “multiple shipping labels” were put on the package and it could not be delivered. VM Express said they would reprocess the shipping “free of charge” (as if I was going to pay more the fix their mistake). They then said they were sorry that the item was now out of stock and they would refund me for the pool. I contacted them and explained everything else was delivered and virtually useless to me without the pool. I inquired as to why they couldn’t fix the shipping label issue and send the pool. They could not provide a reasoning and said sorry you can go through the return process with Walmart. What an absolute joke of a company. Garbage."
"I paid 337 for a pool and only got 150 back where's the rest of my money scammers email doesn't work"
"Bought some elbow and knee pads from them on eBay, because they guaranteed two day shipping. Received a shipping confirmation within a couple hours. Tracking number said "tracking number provided" on April 20. As of today, May 6, it still says the same thing. They claimed to have refunded my money on April 25, but it hasn't shown up in my PayPal account. I have a dispute open. Their customer service number is always busy. Always. These guys are scammers."
"I returned your item from Amazon. You incorrectly sent me the wrong product consisting of one ORB closet rod and one chrome even though I order a chrome two pack. You then only refunded 20.40 instead of the full amount of 31.86. You should’ve given me a complete refund especially since it is YOUR mistake, I will take this up with Amazon and register a strenuous complaint.
Your poor response was restocking fees apply regardless. YOU SENT THE WRONG DAMN ITEM. THEN YOU LIED ABOUT IT TO AMAZON. Luckily Amazon takes terrible third party customer service seriously. I was able to provide evidence of the wrong products shipped along with wrong SKU numbers I received. They refunded the difference, lodged a formal complaint. Only THEN your crappy company changes its policy this one time.
Too little too late. Bad reviews demonstrating your company’s incompetence and dishonesty are heading your way. Amazon noted my amazing history with them including minimal returns and takes terrible service from third party sellers seriously. I will do what I can to limit your ability to continue to do business through Amazon.
Have a crappy day."
“Steve, I am very sorry that the wrong item was sent to you. We do have an automated process that charges those restocking fees on a situation where a customer returns for receiving the wrong item but then the correct item is checked in. I did reach out to the warehouse and confirm that 1 of the 2 items you returned was incorrect. I am very sorry that we didn't notice this upon checking it in. I am glad Amazon was able to make that adjustment for you and I am sorry we didn't notice our error sooner. Please reach out if you have any follow-up questions.”
A rep from VMInnovations, VMInnovations-Customer-Service, has responded:
“Hello,
I am so sorry if any of the items you purchased arrived damaged. We do purchase all items directly from the manufacturer and they should arrive in a new condition unless marked differently on the listing. Our team does typically offer partial refunds for any damage assuming the item is still fully functional, so you are able to begin using it as quickly as possible. If you would like to return the item we are always more than happy to set that process up for you within the designated return window noted on the listing. If you need any assistance with your order specifically, please reach out to our team so we can ensure this is handled for you. Have a great rest of your day. ”