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“Customer service is just awful, borderline rude infact. The product itself, a sofabed looks nothing like the pictures and the quality is questionable. I was looking at first at IKEA, wish I had bought from IKEA now. Didn't have the sofabed in stock to start with, even though when I ordered it, they said 1 to 5 working day delivery. They finally emailed me with alternative sofabeds and I chose an alternative expecting a free gift for the aggravation. That didn't happen either. When I had to contact them at any time I just felt that their response was not caring and I wish I had never ordered this product from them, and most definitely wouldn't use them in the future.”
“Do not buy, advertise as item will be shipped within 3-5 days. Once order is made email comes confirming that shipping will take 4-6 weeks and offer 5% discount. I have cancelled the order they stopped 10% of the price as per terms of cancellation which is against UK law. Going through the bank to get full refund. Avoid”
“how is my package coming wrapped in celotape and foam? no box? also this product is definitely not new either, its probably a show room model or something.”
“Gabriel Two Seater Sofa Bed, Linen.
A complete rip-off. I would give them a 0 if I could. The pictures on the website are not of the stuff they sell. The cushions are half as thick and nowhere near as nice. Once assembled, our sofa really looks quite different to the one displayed on the website. By all means and purposes: stay away.”
“I’ve had an awful experience with this company. They delivered the wrong sofa, and their customer service team showed no real concern or effort to fix the mistake.
Instead of resolving the issue, they suggested I keep the incorrect sofa and offered only £50 compensation, even though I paid £100 extra for the larger size. To make matters worse, they outright refused to send the correct sofa.
Now, I’m stuck arranging for the wrong sofa to be collected and processing a refund after a frustrating amount of back and forth. On top of that, they’ve warned me that if the sofa is damaged during the return, they’ll deduct money from my refund.
This is by far the worst customer service and company I’ve dealt with in a long time.”
“After waiting around about three months the delivered a broken table. Nobody picked up the table. At the end they redounded only a small amount. The transport and tax costs for a product I can’t use and I needed to remove myself was on me on the end.
What a shame for company! Never again!”
“The original one we ordered was in stock on the website, only to get an email a few days later that there was a mistake and it was out of stock.
Switched to a different colour and then heard nothing else about a delivery day or time until a phone call one evening saying “I’ve got your sofa in the van, can I deliver in an hour”. This despite me informing the company on every communication that the customer was learning disabled and vulnerable so I would need notice of delivery day to arrange to be there to oversee the delivery. I advised that delivery that evening wasn’t suitable and agreed for a delivery on the Saturday instead. For previously mentioned reasons I arranged and paid for a carer to be there all all day, as I wasn’t available, to oversee the delivery and safeguard the customer….. at 7.30pm as the delivery hadn’t happened I messaged the delivery driver, no reply. I waited another half an hour and called the delivery driver only to be told “we are going to have to reschedule”.
Eventually we did manage to arrange delivery. But at no point s the company acknowledged my concerns/complaint about the poor communication and poor service.
Awful Company and I won’t be purchasing anything from them again
Interesting how every time there is a bad review, loads of obviously fake or paid for good reviews with pictures all show up. They must think people are stupid.”
“The original waiting time for delivery was stated as 3-4 days. Then I was emailed saying 4-5 weeks. Then emailed again the day after saying if that was okay and that I should let them know, so I replied saying yes. I then got another email saying that the last sofa was sold and I'll now have to wait an extra 9-10 weeks for delivery, with a terrible offer of only 6% discount. I asked for 10% due to the long wait and the way they've messed us around, but I was given an ultimatum of - take it or leave it. Having looked at the reviews here, I'm thinking that this company are cowboys and not at all trustworthy. I'm apprehensive about the quality of the sofa once it finally arrives.”
“Absolutely awful company. They do not honor the year long warranty they claim on their website.
Totally unprofessional, uncaring, rude customer service.
PLEASE AVOID THIS COMPANY AT ALL COSTS
Sofa bed didn't even last 6 months - not good quality at all.”
“This is a company selling cheap, shoddy Chinese goods which do not comply with the fire regulations of the countries they are selling too. Do not give this company your money, they told me that the fire labels which should have been SEWN into the cushions must have fallen off in transit. Hmm, there should have been 3 labels, one for each sofa cushion. Each cushion was in a bag in a box so how on earth they could fall off… cheap, dangerous and shoddy goods. Avoid”
“cheap furniture, my item was not fit for purpose
poor customer service (amy)
refuse to return goods
refuse to issue refunds
refuse to provide returns address and contact information”
“SCAM company selling poor quality goods. I ordered the Marbella Textilene Rope Woven Outdoor Sofa Set with a 3-4 day delivery only to receive an email telling me there was a wait of 3-4 weeks. Item arrived and is totally unsuitable for outdoor weather as is some type of "woollen" material. It is rock hard to sit on due to the wooden bars on sofa and seats. It looks cheap and the table top is cheap wood marble effect. Not at all like i was expecting from the pictures. Emailed Amy in customer services and think she needs some training on how to handle complaints, i found her very short and dismissive and instead of acknowledging my complaint told me how “The quality is fine as all customers' feedback” Now i have to pay a fortune to return this piece of rubbish. I wish i had read the reviews beforehand as i would have never wasted my time and money. I would AVOID this company at all costs and stick to a local and reputable firm.”
“This company should be avoided at all costs..
I ordered a coffee table 499£ firstly when i ordered it said 3/4 days delivery
Then i get a email saying no stock it would be 3/4 weeks ? So i waited 4 weeks later it arrived it is shocking quality and the customer service is none existent..then someone emails me try to tell me its the nataural look of
The table top
It os thethey clearly have your money order from china they have no stock control none because its not there stock they basically order items with out money
I will upload pictures of the coffee table i ordered and the one that they are advertising
Hope this helps someone thinking to order anything from weilai concept!”
“SCAM firm operated by a kid called - Jiangquan Chen dropshipping poor quality goods from china research companies house he has a few entities. Purchase at your own risk but rest assured, these reviews below that are supposed to be positive can easily be grabbed from an SMM panel to add more credibility. He is also illegally using New York Times badges on his website so claim he has been mentioned in the press when he has not.”
“Miss sold a sofa bed, the one that arrived looks nothing like the one on the website. They want me to pay to return it. Absolutely shameful company. Do not trust the reviews on the website, look on Facebook and it seems common practice to scam customers with wrong / poor immitation items.”
“Avoid! I purchased a sofa from Welai concept and it was supposed to be delivered within a few days. The next day I received an email advising the sofa is out of stock and they haven't updated the website yet (first red flag). They offered me a different size sofa that could be delivered within 2 weeks or I could wait for 4-5 weeks for the one I originally ordere. I chose to wait for my sofa.
I then received a order tracking link. After clicking on the link, it showed me estimated delivery for end of January (2 months away) - second red flag. I started looking online for real reviews, checked the name of the company that the payment was made to (different to Welali, but it's common). After a short investigation, I knew the company director's name (Chinese national) and their registered address (a flat in London). I also checked their warehouse address on Google maps and it looked liked a small storage unit rather than a proper warehouse.
I asked Weilai for a refund. Almost immediately I received an email with an invoice marked as 'refined'. I asked them when I will receive my money back and they sent me another email with a link to their Terms and conditions and also stating that they will deduct 10% because I 'confirmed' (whatever they mean).
I then called my bank because luckily the payment was still pending, and asked them to cancel the transaction. After an anxious almost 24 hours wait, I had my money back in my bank account.
Lesson learned for the future, always read real reviews, don't believe that reviews on the company website are real.”
