“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.”
“DO NOT SHOP FROM WEILAI CONCEPT FRAUDULENT COMPANY READ OTHER 1 star reviews before you shop - Purchased a gold nesting table which was not gold more like copper or brown as described on other websites also table had other defects. I had to fight for a returns and had a really bad customer service experience ever in my entire life, have never experienced anything like it - I was basically told I was lying and nothing was wrong with the table but at the beginning I had been offered a compensation gift to say sorry but soon as I asked for a refund on the basis that the table was not as described and had defects they told me No everything I was telling them was not right so they insisted the table was gold and my lighting was either to dim or too ambient and small table had got tempered glass written on it which again they told it was the logo not writing - I got one email every 24hrs that was to basically patronise me and tell it no my true - eventually after telling them I have contacted trading standards and sending them emails of the consumers act 2015 they arranged a returns telling me they will look at the tables once received and decide if they will pay for returns or charge me - so obviously nothing was wrong with the table as they kept telling me even before looking at it so have charged me the return fee - I have reported them to trading standards and my bank so should get the returns charge back but would say never ever again and now I feel I can't trust any online stores - absolutely ridiculous- it's a fraud as I believe if I didn't take this further and threatened them with trading standards I would have not got my money back. Terrible awful company to deal with- STAY AWAY IF YOU CARE FOR YOUR SANITY AND MONEY"”
“Do not buy from this company. They sell illegal goods. The sofas I bought from them did not have the legally required Fire labels on them.
Also the packaging that they arrived in was in was very tatty. All the labels were in Chinese. Even the instructions for attaching the legs are in Chinese. The delivery was late, and the delivery guy told me that they had even had to make a hole in the outer plastic sacking to check the colour before they could be loaded. Should give you an idea of the kind of company you are dealing with.
At the moment I am trying to get a refund and get them to pick them up due to the fact that they do not meet the Furniture and Furnishings (Fire Safety) Regulations.
If I could give 0 stars that would be it.”
“If you have found this site and are looking for genuine reviews for this dreadful company, can I suggest you use the filter to isolate the 1 star reviews where you will see the same problems, again and again.
All the 5 star reviews are product descriptions, ridiculously written in marketing speak.
Trading Standards are aware.”
“Potential buyers BEWARE.
Focus on the negative reviews, not the ridiculously written positives, all written using the same language.
This company is a total nightmare to deal with. I had to get my bank involved to get my money back after they sent me chairs with no legs and refused to take them back.
Asked for them back after I was refunded by the bank and then wouldn't send a courier.
All the staff are called 'Amy' - some write in english, others not so much.
Truly the worst company I have ever dealt with.”
