Liang & Eimil

Genuinely one of the most disappointing experiences of furniture purchasing in our lives. We recently bought our first property and used the services of a designer to purchase a sofa through Liang and Eimil, having read they were a luxury brand with a good reputation. Everything was fine until the sofa arrived - we had to cut the box open to get the sofa inside the apartment. We were not satisfied with the quality, comfort or dimensions. The depth of the sofa had been misrepresented in the description (L+E measure empty space rather than actual back to front depth of sofa. For a reasonable lay-person, the depth was wrong by 30cm as we measured actual tangible depth from back to front at the widest point. The sofa also came with two faulty legs). We asked to return the sofa on the basis of mis-advertisement for a refund immediately. L+E refused to take the sofa back under any circumstances because of the box having been cut open and not in 'saleable' condition - an easily replaced large brown cardboard box. They refuse to take the sofa back EVEN if we pay a collection fee + restocking fee, to get some of our money back (because the box the sofa came in is not allowed to be taped back together). Even if we take the responsibility to make sure the sofa arrives in perfect condition back at their warehouse, they absolutely refuse on the basis of the original box not being 'pristine' and 'resaleable'. I don't know who purchases a sofa, especially in London, with space constraints, and doesn't cut into the box to get the product out. We don't all have warehouses or mansions to store massive boxes. They were rude, anti-consumer and only good until we got the product, after which they have been completely unprofessional. We are extremely disappointed and ££££s in loss. I would avoid this company like the plague if you haven't seen and tested their products in person. If you order online and feel the product has been misadvertised or is unsatisfactory, and your box isn't in pristine condition (even if your product is pristine), you are likely completely out of luck. Even if your box is pristine, they will refuse any fault and charge you £100+ collection fee + 20% restocking fee. I strongly recommend avoiding and sticking to retailers with more consumer friendly terms and greater faith in their own product quality beyond making a quick sale and then totally unassuming responsibility.

Unprofessional and completely unreliable. We ordered items after receiving an invoice with a written delivery cost and a confirmed timeframe for international delivery by airfreight. I was very specific prior to ordering that we needed the items urgently for a project, hence my agreement to the high airfreight cost (the items I ordered cost £1,118 and the delivery cost was £1,246- more than the cost of the items). After following up for a tracking number in the week the items were due, I was surprised to be told that the items had not yet been sent, that they could not actually deliver within the timeframe & cost originally invoiced (and paid for), and that the new estimated date of arrival was 2 months after they were originally expected. Given my project deadline I advised the company it wasn’t possible to wait that long. My next surprise was to be told that the items had actually been loaded onto a ship without my knowledge and, for surprise number 3, that to remove them from the ship which had not yet sailed would incur a cost of over £300. I found this to be absolutely ridiculous given their obvious errors and mismanagement of the process. It certainly wasn’t my fault they quoted a freight cost and delivery time frame they could not meet. Or that they then loaded the items onto a ship without telling me, assuming we'd be happy to wait an additional 2 months to receive them. I simply can't understand why I would have to pay anything in these circumstances. After some frustrating discussions they agreed to reduce the fee by 50%, but I can’t help but be extremely annoyed that there is any fee at all. Their inability to meet the terms they provided me with means I now have to source alternative products for my project with next to no time left before it is due to be completed, not to mention the wasted time I’ve spent dealing with them. From my experience, Liang & Eimil are unreliable, their service is terrible and they are completely oblivious to the impact their errors have on the operations of other businesses that rely on them. There are far more professional, reliable and reputable suppliers out there.

We have worked with Liang & Eimil on a number of projects over the years. They are extremely professional and quick to respond to queries. We love the quality of the furniture. They are made very well and we are never disappointed. Our clients love the pieces we pick from the collections as they are stylish and great.