“Weilai Concept have shown an incredibly unprofessional approach both with their slow and vague customer service and their significant delays in shipping products.
They told me after months of delays my delivery was to be expected on Saturday 6th August. When this didn't arrive, they then informed me that the product was still 'on the sea'. Very suspicious behaviour. I do not have confidence that my product will ever arrive. I have now requested a refund that has not been actioned to date.
My recommendation is not to purchase from this organisation.”
“I ordered a dressing table on the 15th May where it was stated on their website that it would be delivered in a few days. I then received an email saying it was out of stock and I would need to wait 8-9 weeks which I was fine with as it was what I really wanted. I was then taken by surprise a few days later when the dressing table randomly turned up at the house. This is where the nightmare began. The packaging was completely damaged and had clearly arrived from china. Upon opening the packaging I discovered the whole thing was chipped, scratched, damaged, poor quality and just not worth the £539 I paid. The mirror was also missing. I got in touch with the company to ask for a refund to which they offered me a partial refund of £250 which as you can imagine I wasn’t happy with. I then requested a full refund to which they made me jump through hoops to get them to even agree. Eventually they agreed to the refund and arranged for parcel force to collect the packages (they didn’t want me of the collection either). When they received the items back I contacted them and they advised it would be 14-21 days for my refund which is ridiculous but if it meant I would get my money back then I was willing to wait. 22 days passed and still no money, I then got back in touch to ask where it was and I coincidentally got a refund notification email. It then took a further 3 days to get the money back. I believe this company had no intentions of refunding me and it’s only because I had contacted trading standards that I think they got scared. Throughout all the awful communication with this company, the vast majority of responses were received in the early hours in the morning. This company claim to be a UK company on their website however I am almost certain they are operating from China and using the name ‘Amy’ as their customer service advisor. Do not use this company, their items are not worth the money and even if it hadn’t have been damaged I wouldn’t have been happy with the quality of the furniture. The photos attached are just a snippet of the damage.”
“1. They are pricey
2. They deliver products in 8-9 months in reality . They will give you fake delivery date before making a payment and upon receiving money , they will ignore you .
3. If you opt for refund , then you need to chase them . Till today I haven’t received my money back . It has been 3 weeks . I have taken my refund but this is first time , I’m literally begging someone to give me my money back .
Please avoid this scam ! Do not order from them at any cost .”
“I order a white leather chair which said delivery would be 9/6/22 to the 13/6/22 only to be told after i emailed in asking about a date for delivery 8-9 weeks totally misleading web site i would not use again sick to death of online rubbish”
“As some of the previous comments say - they blatantly lie about delivery times.
'Order within XX hours to receive your order within 2-3 days'
I placed an order. Tracking page suddenly indicates that I'd have to wait for it for 2-3 months!! I'm in the process of getting my money back via my bank as they don't respond to my emails.”
“Ordered black tables and got grey then got this response when I asked for an exchange or refund photos prove grey tables, so much for their inspection!
Hi,
Thanks for your email.
I'm sorry that our product cannot live up to your expectations. The table in your image is the black version, which is one of our most popular coffee tables. And the quality and colour of the products are strictly inspected before leaving the factory, and will only be sent to customers after passing the inspection. Would you consider keeping the product you received?
The return for this order will be regarded as an unwanted item return which will be charged 10% for the return cost. For more details, please check the return policy.
https://weilaiconcept.com/pages/return-policy
Should you have any questions, please do not hesitate to reply to this email.
-----------------------------------------------
Best Regards,
Amy
Customer Service Advisor”
“ABSOLUTELY TERRIBLE QUALITY!! avoid their garden furniture at all costs. Was sold as Rope Furniture but it’s just a thin twisted fabric that arrived torn in our case. Gave them the opportunity to put it right and they refused, in the end I had to approach my bank to get a refund and collection arranged.
TERRIBLE CUSTOMER SERVICE AND EVEN WORSE PRODUCTS!!! Avoid!!”
“will not give me a telephone number to call them on, they hide behind emails and choice who they want to speak to. Read Facebook reviews to see what their customers think.”
“Do not trust this company! I ordered a superb dressing table set with mirror and stool 2 months ago, before Christmas. Weilai Concept repeatedly lied that it will be dispatched in march (after 3 months!) and blamed covid. When I asked for a refund, they admitted that yodel lost my parcels, then said they would ship another set, but they're out if mirrors and stools and wanted me to accept just the table. The table is useless without stool and mirror so I asked again for a full refund. They also said the shipping container was delayed, although on the tracking page my parcel was already in the UK. Then they replied they will only refund me "upon return." Return of what? I never received anything from them and I patiently waited for 2 months. It was supposed to be my well-deserved Christmas & birthday treat. I never paid almost 600£ for a piece of furniture, but I saved and thought it's a one-time award for surviving these past 2 years. The entire experience was so frustrating. So if you want to lose a few hundred of pounds, buy from them... The worst part is that they're everywhere on the internet, but please, beware. Can't believe such evil people exist and get away with it.”
“I ordered a TV stand from this company and was told I have to wait 8 weeks to get it, which I agreed to. I have 2 emails confirming that they are able to process this order and all I have to do is wait.
Vicky Sun sent me this email confirming: “ Thanks for your email.
I am very sorry for the late reply. Yes, it should be delivered to you in 8 weeks.
Should you have any questions, please do not hesitate to reply to this email.”
Nearly 1 week after waiting, they cancelled my order out of the blues with a shoddy email saying they ran out of stock. I could have ordered from somewhere else, so that’s my time wasted. “Your order has been canceled
Order #9134679 was canceled because we did not have enough stock to fulfill your order and your payment has been voided .”
I’d avoid them if I were you.”
“Ordered an expensive dressing table. The first one arrived scratched. Took them months and dozens of emails to replace the scratched pieces. The replacement was even more scratchedand couldn't be constructed as the holes and screws didn't match. They refused a refund or replacement as it was past the initial 14 days. Aboslute shambles of a company. Do not buy from them.
I put a negative review on their product page. It was the first review in nearly a year. An hour or so later a new positive review appeared so mine would no longer be at the top. All the reviews look dodgy”
“I ordered a chair on 7th March, that still hasn’t arrived, despite repeated promises of a delivery date. Starting to wonder if it will ever arrive. Terrible service.”
