My order has not arrived
My order has not arrived yet, and the tracking information has not been updated since September 3rd. It remains on "Confirmed" and "We’re preparing these items for shipping," although the estimated delivery window was explicitly stated as September 10th–14th.When the order was placed, the helmet was listed as "in stock/available," which was the main reason for my purchase decision. I avoided ordering a helmet that was described as prorder. However, the product page was probably recently changed to a preorder status for the helmet I chose.
It is very disappointing to receive a specific delivery window at checkout, only to be told later that it does not correspond to the actual shipping timeline.Reaching support was also quite difficult: the chat was only in french although engisch can be chosen, phone calls went unanswered, and the email response did not offer a helpful solution. Due to this communication gap and the unfulfilled delivery dates, I cannot recommend this company and I agree with the other critical reviews.
Reply from Virgomove
Hello Enrique,
Following the update to your review, we would like to address one additional point.
You state that our response is false and that your screenshot proves that the helmet was in stock.
It does not.
Your screenshot shows an **estimated delivery date of September 10–14** generated by the order/shipping interface. We have never denied that this estimate was displayed.
However, an automatically generated estimated delivery date is not proof that a product was physically in stock.
The product you ordered is a **Virgo Integral MIPS 2026, size L**. This is our **first production run of this specific version and size**, meaning it has never previously been available in our warehouse for immediate shipment.
More importantly, the pre-order information is clearly displayed directly on the product page **before the customer adds the product to the cart**. Just below the product information and immediately above the clickable button used to add the helmet to the cart, there is a **highly visible yellow box stating that the product is on pre-order and expected in December**.
It is therefore not information that appears only after the order has been placed, nor is it hidden in the terms and conditions: it is displayed directly on the product page at the point of purchase.
The issue here is that our system assigns a carrier when the order is created, which can generate an estimated delivery window even for a pre-order. We acknowledge that this automated information can be confusing and we are reviewing how it is displayed.
But this does not change the status of the product itself: your helmet was ordered as a **pre-order**, with expected availability indicated for **December**, and it has not yet been dispatched.
Regarding your attempts to contact us, the timeline also remains unchanged: your email was received on September 16 at 10:04 AM, answered at 10:16 AM, and you replied at 1:12 PM with “thank you for the information.”
We are happy to accept criticism when something is unclear, including the confusing automated delivery estimate. However, stating that the product was presented as being in stock is not consistent with the information displayed on the product page at the time of purchase.
Pénélope
VIRGO MOVE