BoConcept Madison Avenue — Local services in New York

Pros: the quality of the furniture seems excellent, and it looks great. Cons: Abysmal customer relations, and there is no justification from any company to treat a customer this way. With so many choices of furniture in the city, do not waste your time and energy here.

All the problems started after all of the money was in their hands and out of mine. Upon completion of the order with my design consultant Andrea Fierro, delivery was promised in 10 weeks, 7/21, or a few days around then. I made plans to make sure someone was home during those days. After eagerly anticipating my over Ten-thousand-dollar order with no communication from the company, I called on 7/13, the day it was due in port, Andrea Fierro conveyed that the furniture has arrived and will be expecting delivery shortly. Then I called on the estimated delivery day of 7/21, initially talking with Andrea, she said that one of the pieces is still in production in Denmark and will not be over for another couple of weeks. Upon my dissatisfaction with the lack of communication, I connected to the Showroom Manager, Luis Rodriguez. Luis then told me, on that very same phone call, that the pieces are here, and they should be shipping up to you shortly. Luis Rodriguez then went to talk with the warehouse manager to confirm everything.

I did not hear back from Luis. I then called the next day to find out what was happening. He confirmed that the couch was still in Denmark, and I now had an estimated delivery date of 8/14. Frustrating with the lack of communication but ventured forward and took off days from work to receive the shipment for the days around that date. On 8/14, I finally was fed up with the lack of communication and called back. This time I spoke with Luis directly, and again he then ended the conversation with "let me talk to the warehouse manager." Magically 3 min after the end of that call, I got a phone call from the delivery company (Ukay delivery) who handles the furnishing delivery. The warehouse clerk, who did not provide his name, said it would be ready for delivery next Wednesday, 8/19. At the end of the working day on 8/17, I still did not receive any notification for delivery from Ukay delivery. I called Luis Rodriguez again, and he assured me all pieces are scheduled to be delivered on 8/19. I was shocked to receive a phone call from Ukay Delivery on 8/18 at 2:30 P.M. stating that "there was a technical issue and that they will need to delay my delivery until next Tuesday 8/25".

The delivery occurred (white glove service was quite excellent!) missing one of the main pieces of my order, a 1789-dollar media center. We took delivery of the other pieces, and as of today, we are satisfied. However, confused and frustrated, I stepped out of the Operating Room again and call the design center about my missing piece. Only to discover that it was Luis Rodriguez's day off. However, the woman who answered the phone then said, "oh, I was on that e-mail, and knew about it." A day of telephone tag later, and I finally speak with Luis Rodriguez on 8/22. Luis explained: (here is the kicker) “The piece that was reserved for you was sent to another customer, for unknown reasons and we attempted to send you a floor model after its refurbishment. However, they could not refurbishment” Are. You. Kidding. Me. They were going to try to disguise a floor model, charge me full price for the piece that I ordered and was built in Denmark for me. Outrageous. It left me speechless.

Never in my life have I experienced such poor, common, low-level service/treatment like this when purchasing “luxury items”. One spends money to receive a service that is free of sloppy and insulting mistakes. Now I am left to doubt all of the furniture pieces I received in my BoConcept order if it was new or...

here is the context:

I had a Bo concept Madison store designer Irina to help me furnish the entire 2B2B in Manhattan in late March 2021. and ended up bought 20k+ USD furnitures from her. Service was nice and there are a couple of items in stock and she promised to delivery within "3 weeks", and the rest in late June.

That "3 weeks" was a beginning of a nightmare. the whole reason I chose them is free of hassle to have one whole batch of furnitures delivered and installed. It took them until 15 June to delivery the "in stock" desk item after I tried to contact them through email multiple times and eventually had enough and called their store manager. He realized that they have them in warehouse in early June and gave me mercy to send it to me.

The attached TV unit is also sent in the same batch. But the door won't close as shown in the first picture. So I emailed them, waited for a couple of days. No response obviously. Then I called, store manager ensured they will send my "missing desk" and a service guy to fix it. I waited until Friday 18th June but no one contacted me as the delivery and service is supposed to be next Monday. So I contacted their moving firm, yes I know their moving firm now.. and finally confirm that on the Monday next.

Two guys came in and did the "fix up" this Monday.

Today is Friday. As shown in the second picture, the glue on the TV unit magnet, which is supposed to hold the door close, fell off. so my 3K USD new TV unit is broken again. I am too upset I am just gonna throw it away.

now I am beyond frustrated with them and I start to reflect on the stupidity of myself for trusting them. My original naive idea was if I bought a lot with them, I should at least get their best service. so apparently this has been their "best service". The following is my last response to them and I do not want to ever deal with them again.

"Got ur message and it’s still broken. I actually have no more request for u guys. Too disappointed to care. Just make sure u deliver the rest of the furniture within this year. I will leave review and comment to reflect your firm’s service and...

I had a wonderful experience at BoConcept. We loved the modern minimalist, yet functional furniture, and reached out in December 2021 for ideas on how to furnish our apartment.

From design to purchase, Irina Altceva (one of the showroom managers and designers there) made the process easy and enjoyable. She came up with designs based on the floor plans we provided and rendered the look on their 3D software which really helped imagining the pieces in our space. She was very professional, never pushy with sales, and worked with us with our budget in mind. In the end we did not purchase all of the pieces, but the ones we truly loved. We also bought it during the seasonal sale period so were able to get a 15% discount (which always feels greater for big ticket items).

Many of the furniture manufacturers/distributors are unfortunately not immune from the pandemic's disruption on their supply chains. While the wait time for the furniture to arrive is a bit long (~4 months), BoConcept was able to accommodate us further by offering a loaner which makes the wait time more bearable. We are looking forward for our lovely new...