"New armchair looks excellent"

Professional instore service helped us find the right fabric and the new armchair looks excellent.

"Great furniture - Disappointing delivery times"

Great furniture, beautiful design. The delivery times are unacceptable though. The website's terms on delivery estimates are misleading (at best) and the excuse of COVID 19 is getting old as we've lived through it for too long now.
Avoid for now unless you're comfortable waiting 3+months for your order.

"BoConcept are currently misleading customers!"

BoConcept UK are still making the following statement (extract from their website today, 2 August) in relation to their delivery timeframes, despite knowing full well that they cannot and will not be able to meet them: "Our normal delivery time is 3-4 weeks for board furniture, 6-7 weeks for upholstery furniture. Due to Covid-19, we are currently experiencing extended lead times on some of our upholstered furniture, with delivery taking up to 12 weeks on some products."

Upon us placing our order in April 2021 we were informed that the delivery timeframe would take "up to 12 weeks", with a proposed delivery date of 12 July (being the full 12 weeks). When we hadn't heard anything from BoConcept on 12 July we contacted BoConcept to confirm the status of the order (note that BoConcept had not contacted us at this stage with any concerns). We were informed that our delivery was delayed (no specific reason provided) but were provided with a definitive new delivery date of 31 July. On 26 July we received an email informing us that our (already rescheduled) delivery date of 31 July would not be met and that we should expect the sofas on 16 August.

We will have waited 17 weeks for delivery of the sofas, if indeed they are delivered on the newly promised date. This is a long time to have no sofas in our new home and all we have been informed is that the delays are due to "unforeseen" supply chain issues resulting from the COVID-19 pandemic. The pandemic fundamentally commenced over 12 months before we placed our order, so I would have hoped that any potential delays could have been foreseen and communicated to us appropriately.

In any case, despite the fact these issues can no longer remain to be "unforeseen", the BoConcept website and sales personnel continue to communicate delivery estimates that BoConcept know they cannot adhere to. I would strongly encourage BoConcept to start to make potential purchasers aware of realistic delivery timeframes rather than continue to mislead their customers.

Avoid BoConcept for now unless you are comfortable waiting far longer than told for your purchases.

"A very disappointed BoConcept customer…"

Edit: BoConcept replied to my review asking me to get in touch with my order details, but never replied to my email in this regard. This has only made my experience with them worse - all in all, terrible customer service.

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A very dissatisfied BoConcept customer here. While I’m completely sympathetic to supply chain problems following Brexit and the pandemic, what I do not understand is why my sofa will not be delivered to my home until the end of August when BoConcept has confirmed that it arrived at their UK warehouse on the 27th of July! My order even states that BoConcept will store my item for 7 days free of charge following which I will be charged, so I don’t understand why it’s suddenly completely fine for them to keep it at the warehouse for over a month. It took numerous phone calls to even find out what was happening so no proactivity from their part whatsoever, and different information provided every time I called (even once falsely stating that I had a delivery slot pre-booked for 1 August which is a Sunday - supposedly just to get rid of me). To make matters worse, I ordered other (much cheaper) furniture that was delivered from France and therefore supposedly faced many of the same issues as BoConcept does - but those were all delivered to me perfectly on time. Would never have placed my order had I known it would take 4 months to get my sofa...

"Fantastic customer service"

Having to furnish a whole property from scratch was a daunting prospect. We have however, been guided through the process by Laura Speirs from our local Edinburgh store. Nothing has been too much trouble. With her help we were able to identify the textures and colours we liked, agreeing the overall look that we were trying to achieve. It helped that Laura was able to visit us at home with samples (proper sized samples, not those tiny swatches that other stores provide), together with computer generated layouts. We were able to visualise the furniture in situ prior to buying. Initial pieces have been added over the last few months, Bo Concept have a lovely selection of accessories, not just beautiful furniture. I should also mention the delivery/installation team who were prompt, efficient and smiley....happy to put up with a fair bit of faffing on my part, as to exactly where things went!

"Poor management of expectations"

We initially chose the BoConcept sofa and arm chairs due to the fact that we were promised an 8 week delivery time. 3 days before the delivery date we received a very vague letter from the CEO (that went to all customers) to state that due to Brexit and the Pandemic all orders were delayed.

Whilst I understand the pandemic has reaped havoc with businesses around the world most have adjusted and are able to fulfil orders. Brexit has been a longing running issue and I thought a company such as BoConcept would have been able to navigate around the issues that this has caused. To send a letter (in June 2021) over a year since the pandemic hit and to say that it’s delayed because of covid and brexit seems like a very poor excuse for not having your ducks in a row. What promise 8 weeks delivery, if you know you cannot deliver. It just sets a precedent for poor expectations management.

Having said all of this my wife has called several times to ask about the new date and we have been told someone would be in touch with a new delivery date. Guess what! No one called. We are still waiting and despite being told it would be ready in early July no one has reached out and updates us with an exact date.

What is a shame is that a premium product like BoConcept can’t deliver premium customer service. It’s just defeats everything that the brand stands for.

The products are amazing but we are yet to receive our sofa and chairs and that the lack of communication and empty promises have ruined what we thought would be a good experience.

I would do your research with delivery times and don’t take what they say in store as fact. Expect delays! And then you are one that then has to chase. Despite spending ££££ upfront with the company.

"10/10 products and outstanding customer service by Paige"

10/10 products and customer service!
I recently visited bo concept in Fenwick and was helped by a couple of really knowledgable girls on the department who talked to us about lots of different sofa options. They organised for fabric samples to be delivered to our home, and then a further appointment with an interior designer to visit us at home and measure our space and help us decide on our sofa, tv unit & wardrobes.
Paige came round to the house on a Sunday morning and was fantastic - she brought her laptop & laser pen & all of the fabric samples and spent a good hour measuring up before creating some 3D images of the room, then talking us through various sofa options. She was so knowledgeable about the products and offered great advice whilst at no point being pushy about the actual sale of any products! Fantastic service by Bo Concept Newcastle and definitely be-fitting of the excellent quality products they are supplying. Cant wait for our deliveries - we know we’ve made the right choices (with the help of Paige!) and feel like we’re in very safe hands.
Can’t recommend enough - a very enjoyable shopping experience!

"Poor communication and level of service"

Poor communication and level of service. Delivery postponed by a month, no news until we chased, we would still be waiting otherwise (date still not confirmed). They apologised but no compensation of some sort proposed - just have to take it and deal with it - not serious for that amount of money. We expected more of a customer service from a brand like Bo Concept. Disappointed.

"Very pleased with the transparency and…"

Very pleased with the transparency and the competence of the staff
Every shop is facing supply chain issues lately however BoConcept has always been extremely accurate about the situation and expected delivery time. This is much different to other shops.
The design team has been extremely helpful in designing our rooms. Highly recommended

"Excellent customer service"

We have used the service of Laura at the Edinburgh BoConcept store in the past and have been very happy with her advise and our purchase. We therefore returned during lockdown and once more received and excellent service online until the store opened again. Laura’s idea and advise has helped us to consider options which we had not considered before. She has shown great flexibility and patience and we will return.