BoConcept UK Avis 604

I refer to my review earlier last week and the reply from Boconcept Canterbury today. The said price reduction (to £1,000 we paid) in the reply actually reflected one clear scratch that we were made aware of and agreed upon, whereas the missing shelf was a separate defect that was never mentioned throughout our email and phone communication with the company. It’s in fact misleading to us as they put a vase in the space that a shelf should be located, thereby giving the impression from the photo that there’s nothing missing. It’s entirely inappropriate for this store to blame us that we should have priced in this missing shelf, and hence avoid the responsibility that they should bear.

I would leave readers to pass their judgment on who’s right and what’s wrong. To me, I will just avoid Boconcept particularly Canterbury from this point onwards.

I’ve had the same experience as others: excellent pre-sales service but once there is a problem, your calls and emails go unanswered (by Angelina and Charlene in my case).

I was delighted with my New York dining table until it developed unsightly stains two years later. After six weeks of discussions BoConcept concluded that the glue between the layers must have melted but inexplicably, it was not a manufacturing fault. Which would make any warranty worthless. They failed to explain why - was it supposed to look like this with careful use? They did offer to replace the tabletop half price but why should I pay more to fix a £1000 item. This is not IKEA.

Shame as I have been buying most of my furniture from them over the last few years. Unlike other brands in this price segment, they do not stand behind the quality of their products.

In November einen Couchtisch bestellt und komplett!! 1458,15-€ zahlen müssen. 9en Januar endlich Lieferung. Fehler und Macken an Klappen und Wangen. Sofort vom Subunternehmer-Transport wieder abholen lassen. Endlich, nach mehrere Telefonate, am 5en Februar!!! 1359,15-€ auf mein Konto zurück. 99-€ sind einbehalten für "GELIEFERTE DIENSTLEISTUNG" Montage und Transport. NIE WIEDER!

Significant damage made to the wall during installation of shelves. Store unwilling to help (as they don’t do post sale service) and customer service doesn’t respond. They also charged me assembly fees for one furniture that I had to assemble myself.

Bought kitchen table and four chairs
£3000.
Chairs looked shabby after 6 months.
The upholstery started breaking up.
Customer service of no use.
They sent someone to look at the chairs
who agreed with our view but it seems
they had changed their minds after speaking with Bconcept who obviously pay their wages.
Interesting that the chairs in the showroom which get a lot more use were fine.
A terrible experience. Will not be buying from them again.

After purchasing a Cenova sofa from Concept Living in 2020, I've been left deeply disappointed. Despite an independent assessor initially indicating a manufacturing fault due to underfilling, the final report contradicted this, denying any defect. My attempts to resolve this have been met with suggestions for solutions at my own expense, disregarding my rights as a consumer. This experience has not only affected my trust in Concept Living but also influenced my decision to advise against their products within my network.

Great personal service right from meeting Rita in store, choosing furniture and until after delivery. Rita made our furniture purchase so easy from start to finish.
Delivery was earlier than expected with updates along the way from the day of ordering.
Our delivery driver was very polite and had great respect of the property due to the inclement weather on the day of delivery.
I am a great fan of BO Concept furniture and dealing with purchasing within the Harrods store is so relaxing.
Thank you Rita

Excellent customer service by Rita, the sale’s assistant in the Harrods concession. Extremely knowledgeable about the product and willing to discuss a variety of options to suit our needs. Rita was helpful enough to make what could be a daunting task very seamless and comfortable, from the point of browsing to the delivery.

Rita from your Harrods store was excellent in helping me pick my dining table which goes with everything from Bo Concept in my sitting dining room.

A special commendation to Rita for her amazing friendly, efficient & knowledgeable service. Much appreciated Rita.

Elaine

The team at Finchley Road, especially Nathalie, went out of their way to help fix a much loved BoConcept recliner chair bought many years ago. The chair is now as good as new.

I wouldn’t even give them 1 star as they don’t deserve any! I paid £1500 for a table which was delivered and when I noticed 5 days later that the laminate was coming away from the top they blamed me - the table had never been used, it was delivered the week before Christmas and I only noticed when I went to extend the table. The after sales at the St Albans branch is useless, they won’t even send anyone to have a look at the damage they just look at photos I’ve had to send! They are very quick to take your money and when I went to complain they asked if I wanted chairs to go with the table- are you joking, you can’t even put right a faulty table! The customer service won’t answer their phone despite me leaving messages for Angelina. The laminate in a small part is lifting off the top of the table, It’s the Kingston so anybody thinking of buying from them beware!
They have offered a replacement top if I pay as they said they realise accidents happen or a marker pen! The laminate will peel and the table will be useless - I would never buy anything from them again and will be getting legal advice. I wonder what is covered on a 5 year warranty or is that as useless as this Company

Update- I went into the store in St Albans and the MD happened to be there, I explained what had happened and the disappointing Customer Service I had received and lack of returned phone calls. He listened, was very understanding and without question said I would receive a new table top with no cost to myself. Had I not bumped into him I think my outcome would have been very different as Angelina was still telling me I wouldn’t be getting any replacement without a cost to myself! I’m glad it’s been resolved thanks to their MD but what should have been a nice experience turned into 2 stressful weeks with accusing emails.

We bought the Monza extending glass dining table by BoConcept in 2016 from Fenwicks in Newcastle. It's a beautiful piece of furniture, and that is how it has remained for most of the time we have had it. We very rarely use it, its more of a showpiece, having only really been used at Christmas time when we have our large family around. This is especially true when using the extensions.

On Christmas Day 2023 the table and the extensions did make their annual appearance and served us well during the day. However, when sitting around the table once all of the food had been cleared thank goodness, my mother had her elbows leaning on one end of the table and all of a sudden it fell off! She was left with an extremely heavy piece of glass resting on her knee. I am just thankful that no hot food was left on the table or my children were not underneath it!

I sent a customer support request to BoConcept about the issue and James did return a holding email very quickly to say this had been passed to his head of product care team, Andrew, who would be in touch after the holidays. Andrew did come back to me, again, very quickly on his return to tell me:

- He was sincerely sorry
- My feedback is invaluable
- He understands how frustrated I must be
- BoConcept has high standards
- My warranty has expired (which I knew)
- The product is no longer produced
- The issue is not one that BoConcept can recommend repairing
- BoConcept lacks a recommended adhesive due to the heavy weight of the tabletop
- BoConcept cannot recommend an adhesive that would secure the top appropriately
- No replacement pieces can be provided (I dont need any as the glass is still intact!)
- Apologised again
- As a gesture of goodwill he presented me with a £100 voucher to spend in-store on a BoConcept product
- He hoped this gesture helps in some way

I replied to Andrew to state that this 100% did not help as I am not left with a £5,000 table I cannot use. I explained that I was more than willing to pay for a repair knowing that my warranty was expired but the fact that BoConcept could not recommend an adhesive strong enough to hold the glass in place suggests that this is a known issue with the design and, although aesthetically pleasing, BoConcept know this simply does not work in the real world. I also suggested that BoConcept have had these issues before and therefore why it has been removed from production and hence why they cannot recommend a suitable adhesive. If BoConcepts standards were so high as Andrew suggested then they would do everything they could to ensure this did not happen in the first instance but, should it happen, that it can be fixed. I've not had a response from Andrew to my email as of yet.

I am beyond disappointed and would not recommend BoConcept!

I am just pleased there was nothing hot on the surface when their “high standard” adhesive failed and that none of my children were anywhere near it.

**********

As I mentioned to Andrew in my response, I will not buy anything else from BoConcept and I urge others to seriously consider. Therefore, I will not be using the voucher, which I think is insulting to start with, and certainly will not be gifting it to anyone as I don't want any family or friends having the same issues I have had from something I gave them.

I had an issue with a chair I bought at Tottenham Court Road. However, after discussing with the store manager, they sent me a new one at no extra cost. I am a happy customer.

Update:
So I have just been called by the service team and we have been able to reach a resolution. I do appreciate the people that have looked into this like Angelina. Although it caused me stress emotionally I am glad to see it resolved and the store agreeing to refund my money. Would I still buy from BoConcept in future if I had the chance, I would say yes because their products look classy. Also special mention for Ellie at the Tottenham Court Road branch. She was very professional and the in store experience was great.

Perfect service and a perfect team of salespeople, thank you very much.

Clear comms from customer service team, inspector politeness and efficency.

BoConcept Schweiz. Sehr schlechte Qualität. Stuhl im Wert von CHF 394.00 geht kaputt wegen schlechter Verarbeitung! Wird nicht ersetzt!

My in store experience was wonderful with Manager DEV JEYNES.He made a note for my needs week before and promised me to find the items and call me for update.He did call. I visited the shop and made very welcome. staff are good. but,Manager DEV JEYNES service was outstanding.

We ordered a Modena Sofa in Fabric, and Leather and a Modena chair in Fabric a few weeks back.

Took delivery a few days ago, which was really quick, very happy with the delivery guys, they unpacked and set up the furniture, which looks fabulous btw! they disposed of the packaging too.

Ordering from the Notting Hill branch was fine, very helpful. My only complaint is that theres no real info on when to use the fabric Protector? One delivery guy says to use it straight away, the other one said no need to use it for a few months as it comes protected, I checked online but it says it depends on the fabric! anyways, its Bristol Light grey Fabric 6060, if anyone can help? and when do I use the leather conditioner? I am reading different advice, some say not to use Leather conditioner on new leather, others say to use immediately, I am confused! mine is Cognac York Leather 5120, if anyone can help. After say all this, the furniture looks amazing and is comfortable.

*Thank you to Bo Concept for the speedy reply, Fabric Protector is now applied to the fabric furniture and Leather Conditioner to the leather sofa, all good!

I’ve had a really negative experience with this company, and it’s still ongoing.

Bought a sofa from them, which was delivered damaged. They tried to repair it, which unfortunately was unsuccessful.

I was offered a partial replacement, which I wasn’t happy with.

Since then I’ve been trying to exercise my right of return and refund under the Consumer Rights Act 2015, which BoConcept is repeatedly failing to honour.

Honestly, I’d avoid them at all costs - this situation has left me both stressed and disappointed.