VIDAL & VIDAL Reviews 

Terrible costumer service & quality of product. I do not recommend

Below is my original review, in which I expressed how disappointed and dissatisfied I was with the situation.

After posting this review, my case was picked up by the customer service team, and from that point onwards the situation was handled much better. Although the process still took longer than expected and communication regarding the different shipping arrangements was sometimes difficult, the issue was eventually resolved properly.

I was able to return my original necklace and received a new replacement necklace. I appreciate the fact that customer service ultimately took the matter seriously and made sure I received a satisfactory solution.

I am therefore happy to update my review and say that, despite the difficult start, I am pleased with the final outcome and my new necklace. Thank you to the customer service team for resolving the issue!

Original review
Very disappointing customer service – completely ignored

During a visit to Madrid on 3 May, I purchased a necklace from Vidal as a Mother’s Day gift from my son. Unfortunately, after only a short period of normal use, the centre pendant with the word “mama” broke into two pieces.

On 24 June, I contacted Vidal regarding this issue and provided proof of purchase and photos clearly showing the damage.

Since then, I have tried to contact Vidal several times. I have sent two emails and also submitted a request through their customer service contact form. Despite these multiple attempts, I have not received any personal or meaningful response.

I was not demanding an immediate replacement. I simply wanted to discuss the possible options, such as repairing the necklace, replacing the damaged part or the necklace, or finding another suitable solution. I was even open to discussing possible costs.

Unfortunately, I have been completely ignored. For a necklace costing €148, I find this level of customer service extremely disappointing.

I sincerely hope that posting this review will finally result in Vidal contacting me and offering a reasonable solution.

We bought Vidal & Vidal earrings in Spain last November. Last month, we had an issue with an earring but we live in Germany and couldn't go back to the store to get the earring fixed. We reached out directly to Vidal & Vidal to explain the problem, and they went above and beyond to send a replacement to us. My wife was thrilled and very happy about this because she loved the earrings so much. Thank you very much for this amazing customer service experience!

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Compramos unos pendientes de Vidal & Vidal en España el pasado noviembre. El mes pasado tuvimos un problema con uno de los pendientes, pero vivimos en Alemania y no pudimos volver a la tienda para arreglarlo. Nos pusimos en contacto directamente con Vidal & Vidal para explicar el problema, y fueron más allá de lo esperado al enviarnos un reemplazo. Mi esposa estaba encantada y muy feliz, ya que le gustaban muchísimo los pendientes. ¡Muchísimas gracias por esta increíble experiencia de atención al cliente!