"DO NOT PURCHASE!"

DO NOT PURCHASE!

I wish I had come on this site to see what others have said. We ordered a smart door lock and they sent us a excercise mat. The whole process took weeks. The resolution they offered for our inconvenience was to keep the excercise mat for an $8 discount.

Shop elsewhere..

"Hoping they can make it right"

My experience to date has been good and terrible. I need a new grill and spent a LOT of time determining the exact model I wanted.
I was excited to find that model a great price from VM Innovations via Walmart.com. It was not the current model year, but I really wasn't worried about that, it was essentially the same one Napolean still makes today minus some enhancements unrelated to cooking (in my opinion).

Placed my order on 9/6/19, and was a little surprised when Walmart's web site said to expect delivery by 10/1/19. I got a carrier tracking number (RL Carriers) and watched my grill head from the East Coast to OH, and then onto the depot in Denver by 9/12/19. On 9/11/19, I even got a call to schedule my delivery on Sat 9/14/19 between 11-3.

That Saturday (9/14/19), I waited, and waited, and waited. No truck, no grill, no call ahead, no correspondence at all from the carrier. I made contact with the carrier arranged the next delivery on Saturday 9/21. Again, no truck, no contact, and no grill.

I noticed later that the carriers website was updated for a Monday 9/23/19 delivery, so I didn't call. On Monday 9/23/19 though, I got a text from the driver that he was 15 min from my house. 20 min later, a second text saying that the driver is at my house, but the package isn't actually on his truck!

I quickly called the carrier to find out what was going on. They were very helpful, and said that there were going to request a "dock-check", both at their OH & Denver depots. They would let me know the results in a day. The person I spoke with told me that the notes in the system didn't seem quite right and she wasn't even confident that my grill was in Denver (or ever had been!). Now I'm nervous, but they seem to be on it.

Tuesday 9/24/19, no call from RL Carriers.

Wednesday 9/25/19, RL Carriers website was updated for delivery to my home that day. I phoned the carrier who told me to ignore that date since the Dock Check was not complete (in Denver....the OH depot did not have my grill).

Thursday 9/26/19 - no communication from RL Carriers, so I called VM Innovations to alert them that there was a problem. They confirmed that even if the grill was lost, they still had inventory to reship, but inventory was low. I asked if they could put one "ON HOLD" for me, but that was apparently not possible.

Friday 9/27/19 - RL Carriers officially determined that they have lost my grill. It took them 4 attempts to get an email to me and VM Innovations with the paperwork necessary to file a claim. Shortly thereafter, I got an email from VM Innovations asking if I wanted reimbursement or a replacement shipment. After speaking on the phone and verifying that they still had inventory, I pursued a reshipment and by Friday night I had a new PRO # for RL Carriers again.

Monday 9/30/19, the carrier PRO number is still coming up invalid, so I emailed VM Innovations asking them to double check the number. I had the correct number and was advised that it would not become active until RL Carriers had scanned it in at their depot which could take 3-4 days.

Tues 10/1 - Friday 10/4, the carrier PRO number is still inactive.

Monday 10/7/19, I again emailed VM Innovations to check the PRO # from RL Carriers. The email response I got back was extremely disappointing. I was told that in fact VM Innovations was out of stock and the only option I had was to take a refund. I responded that after all the time and effort, assurances, false expectations, etc., that their refund solution was no acceptable to me. I asked for the name and contact of a supervisor or manager that had the decision making authority to make this right.

I was advised to call their Help Desk, which I have not done yet.

I think I have been extremely calm, patient, courteous to RL Carriers, VM Innovations, and Walmart through this process. I get that shipments do get lost, but I do not accept that you have inventory until I want a replacement and suddenly you do not.

My expectation is that VM Innovations find the grill that I ordered, whether it be in their warehouse or they purchase it and have it delivered from another source. It's not hard to find....Napolean Presitige 500, with Rear and Side Infrared Burner (RSIB) in Natural Gas. I don't care what color, and I'm fine with the current or prior 2 model years....but get me the grill I ordered.

I hope they can make this right as I'm willing to work with them to do so. They know how to reach me, so I'll be expecting a call with a real resolution.

Update 10/9/19. Last night, i noticed that the company processed a refund despite the fact that I stated in email multiple times that this was not an acceptable solution. I feel very cheated and betrayed by this company and now they tell me they can no longer do anything because they have already processed a refund. What they can do to make this right is to refund me the difference between what I now have to pay ($1649), and their price ($1009) to make this right. I invested a LOT of time waiting on deliveries, and trusted that they would send me what they said they had in inventory. My next steps are to change this review from a two to a 1-star (because I can't do 0-stars), and post this dialog on Yelp, Twitter, and discuss it with Walmart. They know how to make this right, but are choosing to not do so.

"Horrible customer support and false advertising"

Bought a $400 sun shade canopy through Amazon from VM Express. The item description was incorrect. It has a floor that is suppose to attach with hook and loop (Velcro) and quick release toggles. The floor has the hook tape around the perimeter and the toggles, the canopy does not have the corresponding components. Requested a replacement which they sent to me and I returned the original. The replacement showed up with the same issue. I brought this to the attention of customer support and was told that I received the correct item. I don't care what the computer says, the wrong item was shipped. I requested a shipping label and a full refund, not going to go through this again. They will give me the label but deduct $72 dollars shipping. Nowhere in the description does it state anything about return shipping and Amazon is trying to work it out. I will never purchase or recommend anything from VM Express again. Sad because my brother and 4 of our friends were going to purchase the exact same canopy from them, that won't happen now. Don't see why a customer spending hard earned money has to pay for their mistake.


Update: VM exress offered an $8.00 refund if I wanted to keep the item. With tax it came out to $451.00 and all you want to do is give $8.00 back? Amazon payed for it and refunded the purchase 100%. Still a pain because this whole fiasco took over a month to straighten out. Don't waste your time, they send bs responses that provide you with no solution to a problem they cheated and drop in your lap.

"DO NOT BUY from this company"

DO NOT BUY from this company. We bought a pool pump and it didn’t last 90 days! Should have listened to other reviews!!!!

"Completely Satisfied"

I ordered TWO desk top Origami brand organizers. The were HALF the cost of other retailers. They arrived in the promised time; the packaging was intact; the organizers were in perfect condition. I was updated regularly on the shipping progress. I’m pleased with my experience and will definitely order from this company again!

"Purchase new air bed leaks unable to return they said out of warranty 60 days 🤦‍♂️"

Purchase new air bed . Air does not hold seems to let about about 30% each 24 hours . Not happy with purchase and they said outside of warranty 😬

"nightmare purchase and experience"

purchase with this seller has been a nightmare. delivery package arrived in terrible condition that was just left at my house with no signature or inspection upon delivery. once i inspected i noticed pool filter was missing with cloth. this took almost a week to get addressed. price lowered $30 after 14days past order and seller refused to adjust because it was few days past 14day policy. i would think twice if you want to buy from this seller

EDIT:
seller replied asking to contact them to make things right. i asked to refund the price adjustment for price drop. they refuse and just reply with "anything else"?
They reply to reviews just for show they don't try and make anything right.

Inspection of the liner also revealed small tears. i told them of this and they're reply is that they will file a warranty claim on my behalf with intex. so rather than owning up to their mess of a operation they try and pawn it off on Intex. BUYER BEWARE

"I purchased an air mattress from them…"

I purchased an air mattress from them through Google Express. The mattress had been leaking air from the beginning and I put up with it, however the product became completely worthless after less than 7 months. Google Express won't allow product reviews more than 60 days after purchase, which makes evaluating a product shortly after purchase impossible.

"A hassle."

Ordered a Smith Machine from them through Walmart. Shipping kept being delayed, they'd give me a date and it wouldn't show. A couple of days after I finally got them to cancel the order, a local shipper called and asked could he deliver it. I explained and he said he was glad to hear it because he didn't want to deliver it it was in such bad shape.

Ordered a swingset through Amazon and didn't realize it was them again. Supposed to be delivered in time for my daughter's birthday, but just like last time, didn't show. In fact, did not actually get to Fedex until the day it was supposed to arrive.

Customer service likes to offer partial refunds in response to poor performance, I'd just like to get the items I ordered on time. Their customer experience is a zero.

"THEY ARE TAKING CARE OF MY PROBLEM"

VMINNOVATIONS HAS CONTACTED ME AND THEY ARE GOING TO TAKE CARE OF THE PROBLEM I HAVE!

THANK YOU.