I cannot express how flabbergasted I am by this company’s abhorrent customer service and shoddy products. My entire experience with Bespoek has been atrocious.
I ordered an Eames-style lounge chair in a faux leather finish. I received zero communication regarding status order after initial purchase. I had to reach out to customer service for all updates.
1) I was told there was a problem with quality control from a leather provider so the chair was delayed with no estimated date of resolution. I ordered a faux-leather chair. Zero explanation.
2) I was given a hyperlink for a cargo shipment from China instead of being updated by the company as to order status.
3) I had no idea my furniture was coming from China.
4) By Bespoek did not contact me once about the delay without me having to ask what is going on.
I’ve ordered furniture online before. I would have been fine with a 4-6 week shipment if I had been told of this up front. Instead, I was left waiting and wondering when my pieces would arrive while I made payments on the order to my credit card.
After writing to the company to express my concerns, customer service rep, Lee, wrote to inform me that “... the quality of our products will leave nothing to be desired, however if you are for whatever reason not satisfied with the products you may contact us and we will arrange for a free return and refund.”
After the furniture finally arrived (with no warning, just dumped on my front stoop in rainy SW Florida), I immediately realized the Eames chair was defective. There were several rents in the cheap leather seat, some of which had been shoddily “hidden” with a sticky, unseemly white paint. The stitching was also a defective eyesore. The piece was unacceptable.
I contacted Lee to initiate the aforementioned refund and return and was told that the company had “changed policy” in regards to that piece and would not honor their own representative’s promise to handle a return and refund.
Customer service rep Lee’s explanation over the phone as to why the company would not honor his assurance of a full and free return and refund of the defective Eames-style chair was shameful. He essentially told me that despite making a written, documented assurance as a representative of the company that he would no longer honor that commitment and, laughably, the policy had “just been changed”. Then he had the audacity to tell me that a prolonged period had passed since I made the initial order. I reminded him that I had only just taken delivery of the products a few days before I requested a refund due to the company’s ridiculous delay in shipment. I would laugh if I wasn’t so angry!
How on earth can you now justify a “policy change” specific to the very product your company had self-admitted quality control issues with? Quite convenient. And quite dishonest.
Stay away from this company. Consumers have endless online furniture shopping options. I tried to avoid the big-box style furniture companies in an effort to gain a more customized, dare I say “bespoke”, shopping experience. From the prolonged delay with absolute radio silence from the customer service department as to order status, to Lee’s tepid explanation of his company’s deceitful renege of his documented reassurance of return, by Bespoek has much to be ashamed of.
I feel like I’ve been had.
Review by Thomasliew3 weeks ago
This is obviously a company suffering some teething pains, but with a desire to do well. I ordered four Eames dining chairs. Due to a hole in the box, all but one was missing hardware.
I sent an email noting the shortage. Lee, the customer service rep noted the deficiency and the necessary hardware arrived about ten days later. Lee refunded the shipping charges as well.
A month or so later, I received a follow-up email asking if everything had been resolved to my satisfaction.
The chairs proved to be comfortable and well-constructed. I will continue to look at this company from time to time.
Review by MageddonOFcars Sadé3 weeks ago
Thank you Lee! I had an awesome customer service experience at Bespoek. After I received my chairs I found out one had some issues, most probably during the transport and Lee managed to quickly sort it out and send a new one for me. Will definitely shop again here in the future.
Review by Guli Fairybells1 month ago
Beautiful design, it looks awesome in my living room! It’s literally next to the original and you can’t tell the difference. My compliments go to the craftsmen, first and foremost!
Review by Suemay Hithu1 month ago
We are so happy with the furniture delivered by Bespoeke. The leather chairs we ordered were everything we hoped for and great quality!
We had a few special circumstances on our project and they went above and beyond to get us the product at the price we needed to stay in budget.
I would definitely buy from them again.
Review by JasonArmstead1 month ago
We ordered a set of dining chairs for our new home at a great price. However, it took over a month to get the chairs shipped to us when initially it was only going to be a week. The customer service was very poor as I had to have frequent back and forth conversations about when the chairs would arrive. I was told multiple times that they would be delivered on a certain day only to have them be further delayed again and again. One of the worst furniture buying experiences we've ever experienced and will never buy from this company again.
Review by ChrisUSA2 months ago
omigod, they are awful. I ordered a chair; they sent me an email for FedEx tracking, and the chair had been delivered to an Austin, Texas, address even though I live in Cincinnati. When I wrote and called, I got conflicting messages about where the chair was, and Elizabeth, a senior customer person, wrote me that they would be starting an investigation and that I would hear within 48 hours about my chair. Four days later...nothing. So I cancelled the order in writing and by phone and alerted my credit card company that I was disputing this bill. This afternoon I got an email from Elizabeth saying that they were labeling my email and credit card as FRAUD and that they would refuse any future orders from me! Really? Something is terribly wrong with this business.
Review by KLKing2 months ago
Lee and team were very helpful in resolving any and all issues I had with products. The overall quality and design is great and just glad to see when things happen, they are proactive to resolve.
Review by Qwey2 months ago
Absolutely gorgeous! We love our new chairs! Quick delivery, gorgeous color, sturdy and well made, couldnt be happier! Best of all, their Customer Service, the agent was as always super friendly and took action!
Review by Gouri Kerola2 months ago
I ordered 2 wishbone chairs, and was so happy with them I ordered 2 more a week later. Love the chairs, and felt the quality was great. However, one of the chairs in the second order had one arm that was higher than the other. The result was that I couldn't fit that one chair under my table like the others. I contacted byBespoek right away and asked if I could exchange one chair. Their website says if you are not 100% satisfied, they would take care of their customer. This is total BS. Not only was it difficult for me to get responses by email from them, once they actually responded, they wanted me to send back TWO chairs, not one, and pay a 15% restock fee and shipping costs to return a defective chair! Horrible customer service, and I can't believe they wouldn't take care of their customer like they claim in their "guarantee". Will not buy from them again.
Review by Jz2 months ago
We have dining chairs and the Eames lounge chair/ottoman. I had just ordered the lounge chair from DWR when I discovered the one on byBESPOEK and couldn’t be happier with my decision to cancel the DWR piece. I wasn’t able to customize it the same way but it was 70% less and I enjoy sitting in it just as much! byBESPOEK products are quality and their customer service is top-notch. I want to redecorate my living room now that I’ve discovered them.
Review by Booking3 months ago
Beautiful, comfortable arm chair! Delivered promptly.
Review by Tmccall Tennela3 months ago
TERRIBLE. The customer services is beyond awful. It took me over ONE MONTH to get customer service to set up a refund. I contacted them over 15 times during that period. Mostly no responses, other times, they said they were sending me the return and never did. After more contacts with the company they finally sent me the return information - they do not honor the return policy that is written on their site. I did not receive a full refund, even after speaking with the company. I would NEVER order from this company again. They are untrustworthy and awful to deal with. I lost over $200 in the transaction. The reason for my return was that the measurements of the chairs that are on the site, are inaccurate, the company still charged me return shipping and kept a large portion of my refund
Review by Itshorrible3 months ago
I was really concerned about the quality so I just ordered one to test it out. We absolutely loved it and now we are waiting for 3 more! Customer service was AMAZING
Review by Haotian3 months ago
Quality of chairs was great, will order from them again soon!
Review by Nahwie3 months ago
Terrible experience-- I placed an order for two dining chairs and heard nothing from the company for five days. After I placed the call asking about the order status (the customer service rep did not have answers for me), my order was canceled overnight, with no explanation. I called four times and emailed twice the following day-- no response to emails, and the customer service team had no idea what was going on but promised a supervisor would call back. Nothing. Upon following up with them again, they informed me that they no longer produced the chairs I originally ordered. If I had not called/emailed/filed a complaint with BBB, I doubt I would have gotten any updates from them.
Review by Vireland6 months ago
ByBespoke is getting A+ from me! The website is very easy to navigate and provides detailed information in a clear and straightforward manner. Customer service is very forthcoming and polite. I am also very pleased with the delivery time and the quality of the chairs is superb!
Review by Rojean6 months ago
I ordered 6 Ash chairs last week and already got them delivered today! They look amazing and go so well with the rest of the furniture in my cabin... Customer service was great and kept me updated all along the way. Would recommend bybespoke in a heartbeat!
Review by Arwut7 months ago
Discovering this company was a very pleasant surprise for me! Even though there were some issues with the shipping due to courier service, the customer service was very helpful and kept in touch until the delivery!
Review by Reim8 months ago
I love my new Wishbone chairs! The comfort is outstanding and they look perfect with my antique kitchen table! Looking forward to working with this company again.
Review by Chocobo Vettraino8 months ago
bybespoek.com has truly earned this "Bad, unacceptable experience" 1-star rating. On March 3, 2019, I tried to order 3 Ghost chairs from their website. 3 times I tried, but could not get the Paypal/Credit Card screen to pop up. Frustrated, I initiated a chat with Elisabeth (the only good part of this company, apparently). She was eventually able to debug the problem: When the site asked for a phone number, adding dashes prevented the order from progressing to the credit card screen (Poor code writing!). Elisabeth actually thanked me for helping to identify the problem, as she said several previous orders did not go through, and were likely the same problem. Once my order went through, I noticed a second problem: the address I had typed in was truncated to a single digit. I had experienced this previously, in the first 3 tries, so I knew it wasn't just user error. This required an email to the company. Fortunately, Elisabeth was again able to fix the problem, and I seemed good to go. Now, just yesterday, I received both an email and a text telling me my order was cancelled....without a SINGLE WORD of explanation. I wrote to them to ask what the hell is wrong with their company--but it's been more than 24 hours, and I have yet to receive a response. Given the hoops I had to jump through to get the order completed in the first place--and then experiencing the phenomenally bad practice of cancelling an order without explanation--bybespoek.com deserves its ONE STAR rating.
Review by Meditropolis8 months ago
I have the utmost trust and respect for Bespoek. There were issues with the colors from the six wishbone chairs I ordered. Each time they went over backwards to make it right for me. I will be forever grateful for their outstanding customer service and follow up.
Review by Pathak10 months ago
My wife and I have ordered several times before and always had great shopping experience. This time we asked for fabric samples and they arrived within seven days. Customer service team was very friendly and efficient in providing us with the samples
Review by CustomerDolman Goldammer11 months ago
My compliments go to the customer care team. The guys there made shopping online a breeze and the quality of the products is outstanding. Same day pick up would be an awesome bonus for me, but the delivery was rather quick, so can’t really complain
by BESPOEK is rated 4.0 based on
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1968 S. Coast Hwy #1019
Laguna Beach, California