BoConcept New York

Review: I placed my order with BoConcept's SOHO location in NY on 4/**/2014 at around 3pm. I was told they had a "2-day" cancellation policy. The "Terms and Conditions" I signed clearly states that I can cancel/revise my order within TWO days of placing my order. I called on 4/**/2014 at around 10:30am to cancel my order, and I was told that the "2-day" cancellation policy actually INCLUDES THE DATE OF PURCHASE so I would have to pay a restocking fee of 50%. I was never told that the 2-day period for cancellation included the date of purchase... so in essence it is not really a 2-day policy... it is actually a 1-day cancellation policy. Also, the "Terms and Conditions" does NOT state that the 2-day period includes the date of purchase (they should probably include this very important fact in their extensive terms and conditions that they make every customer sign). It has not even been 48 hours of placing my purchase yet.Desired Settlement: Full Refund

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I received a full refund for my cancellation.

Sincerely,

Review: [redacted] (AKA “[redacted]”) [redacted] of the NYC Bo Concept store enticed me to come into the store by offering me a discount of 10%, on 1/**/15. I came in on 1/**/15 (Sunday) to shop. We selected some pieces, and put together a preliminary order. It was unclear what size table would work best in our dining room. And my wife and I could not agree on the colors. [redacted] offered to come to our home to measure our space as well as provide color advice, but he said he would only visit our home (on Tuesday 1/**/15) if we signed a preliminary order. I asked him about the cancellation period. He said the policy is two days. I told him I was not comfortable signing the order, because he was coming after the two day cancellation period to measure our space and finalize our order. He told me not to worry, that he would give us one week. We also talked about [redacted] giving us additional design ideas, once he had an opportunity to see our home. So it was always contemplated that a final, modified order would be forthcoming, once we decided upon the best table size, colors and perhaps some additional furniture pieces. He ended up coming on Wednesday (due to a conflict in his schedule and notably after the 2 day period), and we agreed that the smaller dining table would be best. A second, updated order reflecting our size and color decisions was sent to us on 1/**/15 (Saturday). When I saw the order, I noticed that the 10% discount [redacted] had promised me on “everything” was not there. This had not been the first time [redacted] had lied to me. Put off by his lack of integrity, I promptly cancelled the order, and never signed the updated paperwork. We have this in writing. To get the sale back on track, [redacted] made one last offer of 10% on everything.

Many months passed. You can imagine my shock when [redacted], the [redacted], contacted me and told me my furniture was ready for delivery. I note that [redacted] did not reach out to me with this [unexpected] news. That’s because [redacted] knew I had cancelled the order. It was the [redacted], [redacted]. In addition, she referenced a 10% discount on all merchandise in her email, which is something [redacted] offered AFTER I told him I was cancelling the order on 1/**/2015. The “invoice” attached to [redacted]’s email on 3/**/2015 does not match my original order from 1/**/2015, and it does not match the updated invoice from 1/**/2015. It also appears the invoices were prepared on 3/**/2015, the same day of the email. I note also that the 10% discount is applied to every item, which is not present on the 1/**/2015 order form. It is almost as if they wanted to drum up sales that day, and hatched this plan to coerce me to buy their furniture and create a phony invoice. It is clear to me that the workers in this company are dishonest, and that both [redacted] and [redacted] (if not others higher up) are conspiring to defraud me. I believe they are desperate for sales, and they have to resort to these unfortunate tactics. Their central claim is that I did not cancel my order from 1/**/2015 within the 2 day period. At first, I appealed to [redacted]’s good judgment by outlining the facts above. Then I provided her with emails and documents clearly showing what happened. I told her that a second order was generated, and that I had cancelled that order. I had never even signed it, in fact. She asked me for a copy of the second invoice, because she had not seen it, which I forwarded. (I reminded her that her [redacted] emailed me the invoice from his work email and he had used their systems to generate it! It is almost as if they want to know what documentation I could send them, i.e. what I can prove.) These are completely dishonest people and I am stunned by this level of deceit. And I am also surprised by the brazen stupidity, even in the face of so much proof. In short, this is fraud and theft. I checked online with the Revdex.com and it appears this has happened before (4/**/14) in New York. I would not go to this store, ever.Desired Settlement: Full refund and an apology.

Business

Response:

April **, 2015Dear sir or madam:Case# [redacted]Chargeback amount# $4,674.22Customer Name: [redacted]In response to the customer inquiry received on 4/**/2015 in the amount of $4,674.22, Customer files numerous chargeback thru his credit card and the cases were closed in our favor with all supporting documents. After discussing with the upper management, we decided to close this case by giving him a full refund, no restocking fee is imposed. Please note, customer did not pay $4,674.22 as stated on the Revdex.com notice. Customer only made partial payment of $2,528.13 on 1/**/2015 which this amount is refunded respectively on 4/**/2015 ($2,337.11) & on 4/**/2015 ($191.02).We apologize that customer did not have a pleasant experience with BoConcept. We value our customer, and if they are not happy with our goods or services, we always offer the best solution to resolve customer concerns.If you require additional information, please feel free to contact me at ###-###-#### or [redacted] ###-###-####.Thank you,[redacted]

Review: On September **, 2014 I purchased an Osaka Sofa from Bo Concept Soho. We received delivery of the sofa on October * and noticed a large gash/scratch on the side of the couch. We immediately notified the merchant of the damage (showing pictures) and sought resolution. Skeptical about the quality of the couch, we reluctantly agreed to a replacement that would not arrive until November **. By entering into the agreement to replace the sofa, the merchant acknowledged it's defect.

The replacement date of November **, 2014 passed with no delivery of the couch and no update. We contacted BoConcept on December *, asking for answers. BoConcept replied that there have been shipping delays and the couch will be delivered by December **. The second delivery date passed without delivery or update. At that time we communicated that we would like a refund - to which we received no reply. We then contacted [redacted] and disputed the transaction. In early January we received notice that the couch can be delivered on January ** (our third delivery date), and we responded that we simply want a refund and for BoConcept to pick up the couch. We never heard from them directly again. However we have had indirect communication through the handling of the dispute claim that I filed with [redacted] over the transaction.

While the dispute is in process, I would like to ensure this matter is properly addressed - which is the reason underlying this claim. I have the receipt, pictures of damaged goods, warranty information, timeline of events (which demonstrates adherence to the merchant's warranty process), email communication that supports the timeline of events and acknowledgement by the merchant of damaged goods, and other information.

Please feel free to contact me if you should need anything further.Desired Settlement: I would appreciate the merchant honor it's warranty and refund the full price for the defective sofa. It would further be appreciated if they would pick up the sofa as I've been inconvenienced with having to hold onto a large damaged couch for more than 6 months while attempting to resolve the issue with the merchant.

Business

Response:

Dear [redacted], We have received the Revdex.com Complaint on 3/**/2015. 9/**/2014 - Customer placed an order for a sofa on 9/**/2014. She signed the order confirmation,Terms & Conditions, and furnish drawing of the sofa. 10/*/2014 - Customer signed the packing slip upon delivery. She did not make any notationon the packing slip. As stated on the Terms & Conditions “Any damaged or missing merchandise must be noted on thepacking slip, prior to the departure of the delivery crew”, “There is no recourse, if there is no notation made on the packing slip. We value our customers so our customer care representative, [redacted], agreed to replace her entire sofa. 11/**/2014, 12/*/2014 - - The sofa was expected to arrive in New Jersey on 11/**/2015 from Denmarkhowever, we had experience an unexpected delay at the Long Beach California port.Below is the link to the LA Times in regards to the congestion at the ports dueto the holidays, (also a hard copy). [redacted] No credit /refund is due; customer did not make any notation on thepacking slip and sofa scratch might have occurred after the delivery was made.We have offered the customer to replace the sofa entirely at no charge.The replacement sofa is currently in our warehouse and can be delivered to her at anytime. Please find attached supporting documents:Signed Order ConfirmationSigned Terms and Conditions Signed Furnished Drawing of the itemSigned Packing SlipNewspaper tear sheetProof of sofa is ready to deliver If you should have any questions, please feel free to contact me at ###-###-#### or Iris at ###-###-####. Thank You, [redacted]Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The merchant outlines the events as if it has provided us a favor by acknowledging that the sofa is damaged and offering to replace it. We take particular issue with this response because:1) the company has a damaged goods policy that provides 6 days for a customer to determine that they have received damaged goods. We provided a response to that fact within that allowable window. We have proof of that.2) customer service acknowledged the defective product and offered to provide a replacement, accordingly fulfilling part of the obligations of the merchant's damaged goods policy. We have proof of that.3) the company failed to deliver the product for whatever reason they would like to provide, not once but twice. Both times the date came to pass with no word or update. These dates were November ** and December **. We have proof of that.4) we contacted the company by phone and email after both occasions. We didn't get a reply from them until the first half of January. We have proof of that.5) as they had not delivered on their promises (nor were the responsive) and we had no reason to believe they ever would, we elected to go a different direction and we involved [redacted].This is terrible service, and we've been stuck with a large damaged product for months now. The company has mislead us and we don't want anymore promises from them. Nor do we want their couch.

Happy to provide all proof upon request.

Sincerely,

Business

Response:

RE: Revdex.com Case# [redacted] Card Member Name: [redacted] Dear Revdex.com,Customer received the merchandise on 10/*/2014; it was delivered in good condition. On the Terms and Conditions under the ‘Receiving Your Order & Packing Slip’ section, it states “At the end of the delivery, please inspect your new furniture carefully, Any concerns not noted on the packing slip will not be held responsible by BoConcept”, it also states “Any damaged or missing merchandise must be noted on the packing slip, prior to the departure of the delivery crew. Do not allow the delivery crew to leave without inspecting your merchandise and making necessary notations on the packing slip.”There was no notation found on the customer’s signed packing slip. (Please find attached)Since there was no damage noted on the packing slip, we were not obligated to open up a claim for her. The damage might have occurred during the time the merchandise was in her possession. However, we decided to open a claim for her in good faith; we ordered for her a brand new sofa and allowed her to keep the existing sofa until the brand new sofa arrived.The sofa was expected to arrive at the end of November but the whole U.S. experienced a long delay in the California loading port due to a labor strike during the 2014 holiday session (as was shown on the news). This dilemma was beyond our control. When the strike ended and we finally received the merchandise, we contacted the customer to schedule delivery but found that the customer refused to schedule.We apologize to the customer for the unpleasant experience they had with BoConcept. We value our customers and their feedback. If they are not happy with our goods and services, we always do our best to offer the best resolution.The customer’s new replacement sofa is currently in our warehouse and ready to be swapped with their existing sofa. If you should have any questions, please feel free to contact me at ###-###-#### or Iris at ###-###-####. Thank You,[redacted]BoConcept NY Tell us why here...

Review: I purchase a dinning table 5/**/13 for about $2,500 from Bo Concept. The table came damage they sent someone on a Saturday to try and fix it he couldn't, so they had the the table pick up on a later date to repair at the warehouse. They then contact me and said that the table is fixed and we set up an appointment. I stay home all day waiting for the table to arrive and it never came. So I contact them about another delivery they said it has to be in the evening. that doesn't work for me I need not to miss work anymore for this delivery,so far I have miss 5 days its wasn't my fault that the table was damage. Also Paddy that work for the delivery company told me that I had to take evenings because they take care of the people downtown Manhattan first. So now we're in Mid September, after many phone calls they schedule a delivery for Sept ** before 10am they came about 11:30 am with the same damage table. The table was taken back, I'm still left without a table. I received an email from the sale person and she said that she was starting the refund process. Now it's September ** and I haven't heard anything else. Please help.Desired Settlement: I would like a told cash refund Or a brand new table that close properly

Business

Response:

In response to the customer complaint on 9/**/2013.

5/**/13 - Customer placed an order for an Occa table in walnut veneer, brushed steel in the store.

6/**/13 - Merchandise was delivered to the customer. After table was moved into the customer's home, customer claimed that the table had a space between the metal table pieces that meet when the table was extended and that the metal table pieces was not level.

6/**/13 - We sent service crew to the customer's home to inspect the table. Our service crew did not see any space or unevenness between the metal table pieces but due to customer's insistent request, we agreed to take the table back to our warehouse for another inspection.

8/*/13 - Our delivery crew picked up the table and sent back to warehouse for inspection. Our senior warehouse assembler inspected the table and saw that there was no space or unevenness between the metal table pieces. Pictures of the table at our warehouse are attached.

9/** - We called the customer to reschedule deliver of the table back to their home. After the table was placed in the customer's home, the customer refused to accept the table and demanded that they take it back.

This Occa table is one of our best-selling items and we have not had any complaints received about it. We suspect that the reason for the customer's claim is that they may have uneven floors. As seen from the pictures of when the table was at our warehouse for inspection, the metal table pieces were even and in perfect condition.

We are willing to offer the customer a brand new table in it's original packaging to be assembled at the customer's home or we can take the original table back at 50% restocking fee. Please let us know how the customer would like to proceed so we can satisfy the customer.

If you require additional information, please feel free to contact me or Iris at ###-###-####.

Thank you,

Sales Director

BoConcept New York

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter will be resolved when I received the table or my money return to. Their response was not accurate, I was send a table that was not closing properly, the delivery men tried to fixed it and they couldn't. The repair person that came on that Saturday fixed one side but said that was the best he can do so it was return. I then received a phone call from a [redacted] and he told me that the table was repair. How do you repair a table that is not damage? The last time the table was return I was not even there for the delivery. my next door neighbor took the delivery. the delivery man told me on the phone that he couldn't get the table to close properly that it close properly at the warehouse but he couldn't get it to close now. the building is only 3 years old the floors are perfectly even I check with a level. there were no pictures for you to see. the floor. The floors are prefab at the factory and placed together when they did the building. there not poured on site so it's level. I suspect that the damage came from driving around with the table already build in the truck for fast delivery. My concierge said that's how it came off the truck. also when the men couldn't turn it into the apartment they decided to stand the table upright on the dolly to roll it in (big mistake) the table has to weight over 100 pounds. I also still have emails and voicemails if needed. I accepted the offer of a brand new table in it's original packing and to be assembled at my home. But I'll only accept 100% refund.

Sincerely,

Review: I originally placed an ordered for a dining table from **is furniture store in early May from a sales associate named Breanna W[redacted]. **is furniture store imports its furniture from Denmark, so delivery takes a long time. **e table was delivered to my apartment on June ** but was defective - it had a large scratch on **e top out of **e box, some**ing **at was noted by **e deliverers, who took pictures of **e defect. **ey told me **ey would make a note of **is and **at I should contact a woman named Monica in BoConcept's Customer Service department in New Jersey.

I spoke to Monica soon after and she quoted me a delivery time of 4 weeks for a new tabletop based on inventory and **e time for **e item to arrive from Denmark. I heard no**ing from BoConcept after **at, and I became concerned **at **e order was simply forgotten since it has now been over 2 mon**s since **e defective item was delivered. I called **e [redacted] store on Monday, August ** to follow up and spoke to a sales associate named Andrew. He told me he could find no record of **e order but told me he would try to follow up. I did not hear from him.

On **ursday, August **, I was able to speak to Monica by calling **e [redacted] store and being transferred, and I spoke to Monica about **e issue. She told me she could find a record and **at **e order was delayed, for reasons she does not understand. She could not tell me why **e order failed to meet **e original 4 week quoted time, but apparently **e order for **e new tabletop did not even go out until July *, which must have disrupted **e inventory schedule. She claimed she could potentially quote 3 weeks for **e arrival of a new tabletop when I spoke to her, but I have difficulty at **is point having any fai** in **e quoting schedules since **ey seem to ei**er be pushed back or have some unexplained errors. I asked **at Monica send documentation related to why **e process has been so delayed, such as **e purchase order for **e new tabletop, but so far she has not done so.

After my conversation wi** Monica, I immediately sent an e-mail to Breanna W[redacted], **e sales associate who sold me **e table originally, explaining **e situation and asking for an explanation. I spoke wi** her by phone on Friday, August **. She told me **at she too did not understand why it was taking **e table so long to arrive from Denmark and could not explain why **e purchase order for **e new tabletop went out so late. **is has been a consistent **eme in my conversations -- **e sales associates claim **ey are paralyzed because **ey do not know what is happening "in Denmark." At **is time, she still does not know **e status of **e order and has so far refused to send any of **e documentation I have req[redacted]ted.

My speculation is **at **e order for **e new tabletop was not even placed, if it has been placed at all, until last week when I called to follow up about it. I **ink **is is part of **e reason **at no one will send me **e documentation I have requested. **is is an expensive enough item **at I believe it is unacceptable for my order to have been handled in **is way.Desired Settlement: Naturally, I would like **e new tabletop to be delivered as soon as possible, but I would also like to request some form of partial recompense for **e fact **at **is item which I ordered in May has still not been adequately delivered to me. **e business seems to be ei**er unwilling or unable to explain **e delays and has been purposely obfuscatory in **eir dealings wi** me.

Business

Response:

Dear Revdex.comPatrick ordered a Lugo dining table from BoConcept on 5/*/2015. **e table was delivered on June [redacted], 2015 to his residence by our delivery team. The table arrived in its packaging and once removed from the packaging, damage was noticed on the table top and notated on the signed packing slip.A claim was made with our customer care department shortly thereafter, which had to be approved by our corporate headquarters in Denmark. Once approved, the purchase order was made for a new replacement table top on July [redacted], 2015 at no charge to [redacted].Patrick approved of the replacement order to be made. We are currently waiting for the new tabletop to arrive to our warehouse in New Jersey. Once it arrives he will be scheduled for delivery and will have the damaged pieced replaced by our delivery team.In addition to the replacement, customer accepted $300 compensation we had offer.thank youStephenStore manager

Review: BoConcept did not deliver on the scheduled day that resulted in my time away from my regular work schedule. They did not call ahead to let me know that they were not able to deliver on time. When I called they could not locate my order. When they located my order they said I was wrong to assume that they were going to deliver on the day that they say they would: they said it was actually a different day. The delivery [redacted] on the phone "Patty", refused to give me her full name. She tried to hide information from me when I asked. Its been at least an hour and I am still waiting for the [redacted] of the BoConcept store ([redacted]) to call me. BoConcept charges one of the most expensive delivery charges in the market ($150), which is well above the market delivery charge, and they give this trashy delivery service. They should not allowed to operate in the city under these terms.Desired Settlement: As they are unable to deliver this item that resulted in my time lost at work, I want the delivery charge of $150 refunded, while still receive the item I purchased in the store.

Business

Response:

Dear Revdex.com,

This customer's order was scheduled for delivery on February **, 2014 but the

customer provided the incorrect phone number ( Exhibit A). At the same

time, due to the Nor'easter that hit New York on February **and **,

customer deliveries scheduled for that day were cancelled as it was not safe

for vehicles to travel ( Exhibit B). We had contacted the customer using the

number they provided on their order confirmation ( Exhibit C) to reschedule the

delivery but was unsuccessful after many attempts.

Customer reached out to us and provided the correct phone number. We

rescheduled delivery for the customer on February [redacted]. Please see attached

signed packing slip. (Exhibit D). Customer's merchandise is their premises.

Please let me or Albee Ma know if you need additional information. We can be reached at [redacted].

Thanks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. However, I would like to correct the statement that the first delivery was actually scheduled on the [redacted] of February, when driving conditions were reasonably normal. This date was verbally agreed on with the delivery company. However, it is true that albeit later than scheduled the delivery has been made. In addition, the phone number given to the company was truthful. It is my wife's work place and everybody who calls that number is able to reach her.

Sincerely,

Review: I ordered a dining room table and they delivered the wrong one. The only way for me to return it was to pay a 50% restocking fee and $200 pickup fee . It is called bait and switch . Had I done my homework and looked online at the negative reviews Bo Concept has received I never would have ordered anything from them.Desired Settlement: They should give me a full refund since it was the salesmans mistake for ordering the wrong table. This is true and accurate.

Business

Response:

Review: I purchased a wall clock from your Dumbo Brooklyn Store for $53.35 total on 12/**/13. I installed the clock on the wall and then put the batteries into the clock the clock would not work. Thus, I had to take the clock down to return it as the product was defective. When removing the clock from the wall the adhesive on the back of the numbers took the paint off my wall (thus- I had to pay a professional to spackle, sand, and repaint my wall (totaling $200). When I went back to the BoConcept I purchased the clock from (in Dumbo Brooklyn) on 12/**/13 requesting a full refund for the defective item I bought from there- the staff were extremely cold and unaccommodating - saying that they would only give me a replacement - to which I said I did not want- I just wanted a refund given the major inconvenience and costs I already incurred as a result of their defective item. When I asked for a manager- I was directed to [redacted] - who only offered me a credit to the DUMBO Brooklyn store, which expires in 1 year. I am EXTREMELY DISPLEASED by the way BoConcept Dumbo handled this transaction. All I want is a FULL REFUND of $53.35 back to my american express. I would like a full refund for me as I requested in the store as I do not think I received the customer service I deserved.Desired Settlement: I want is a FULL REFUND of $53.35 back to my american express

Business

Response:

Hi, [redacted];

We had contacted customer and refund was made on 1/*/2014. Please see attached supporting document.

If you have any question, please let me know,

Best Regards;

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,