The Chesterfield Shop Ltd

BUYERS BEWARE!!! The salespeople are very pushy at the Dufferin Street Location. I first went to the Chesterfield shop based on a recommendation from a close friend.They stand buy a warrantee however they don't honour it! My Sofa which I bought brand new is terrible. To clarify, when I bought it they had told me that it was stain resistant, and now I can't get any stains off of it. Further, the pillows and seats have gone completely flat. I called to request some assistance regarding these issues and they sent over a repair man who said he could fix the problem by "restuffing" the pillows. The colour and stain issue was not his problem. Fine, we scheduled an appointment to "restuff" my sofa. Unfortunately, my 12 month old was very sick and had to be rushed to Sick Kids, so when I called the repairman he chewed me out!!!! Here I was trying to be courteous in the middle of an emergency and I found the repairman was very disrespectful. I told the Chesterfield Co that however, they stated that he is the only one they work with. Some customer service!!!!! I haven't heard back from the Chesterfield Co and it has been 4 months. I am so disappointed and will never buy or recommend them again.

My initial experience with the Chesterfield Shop was superb. Leslie at the Newmarket location was an excellent help, assisting with choosing a fabric, and explaining all the benefits of buying from the Chesterfield Shop. He told me that my sofa would be delivered in 4-6 weeks, which was coincided perfectly with when I would be moving to my new place.

Unfortunately, then my experience became similar to the negative reviews mentioned below.

Since I hadn't heard anything from the Shop yet, I gave them a call during the fifth week and asked when my sofa would be ready. The next day I received a call back, saying that it was still on order at the factory, and that I should be receiving it in September. When I mentioned that this would be beyond the 4-6 week window I was originally told, the man said that I could discuss compensation for the delay when I confirm my delivery date.

Two weeks later, and I still haven't heard anything. I call again, and a woman tells me that I should be receiving my order in the second week of September due to the factory closing down for two weeks during the summer.

Finally, on the evening of the Thursday of the second week of September, I receive a call that my sofa is ready to be delivered.

When I call, the man said that the sofa can be delivered as early as the next day. Given the shot amount of time, it's impossible for me to get time off work with so little notice. So I agree to have the couch delivered at the beginning of next week.

When I mention that this delivery date is outside of the delivery time I was originally told, the man says that they usually quote 6-8 weeks rather than 4-6 (although from the comments below, that certainly doesn't seem the case), and that this was still in the delivery window, and that I was lucky that I was only getting the sofa a week late, and that some people have been waiting for over two months. ????? That doesn't instill a lot of confidence in the company.He then said that they don't get much notice if the factory is closing down, which is why they can't foresee these sorts of delays. This contradicted what the woman I spoke with earlier said, that the factory closes down every summer for two weeks.He also mentioned that there was a delay only because my sofa was a "special order". But since each sofa is made to order, aren't ALL of their sofas "special order"???

He kept making excuses for the delay and kept saying that they were delivering within their original delivery window, even though I kept saying that it was almost a month out of the window which I was told. I asked to speak to his manager, to which he said that they wouldn't be in until Sunday, and told me to call the Newmarket location to discuss my issue with Leslie. After a frustrating 15 minutes going around in circles, I'm assuming that it will likely be the same thing if I call the Newmarket location, and it's not worth the effort.

I will be receiving my order 10 weeks after my date of purchase.

If a company cannot keep their word on when an order can be delivered, it is the company's responsibility to correct the issue, NOT make the customer feel like its their fault for being told the wrong information. Listing excuse after excuse for delays doesn't help the customer's current situation, and doesn't create any sympathy for the Shop.

I'm never buying from the Chesterfield Shop again, and will be telling friends and family of this terrible experience.

Last month my Wife and i purchased a hide-a bed Chesterfield from The Chesterfield Shop at Yonge and Davisville....This has to be the best retail purchase we have made in many years....David Batko and Jerry were absolutely first class in explaning the different types of mattresses and hide -a -bed designs...so from point of purchase to delivery everthing was top draw, ....i would highly recommend The Chesterfield Shop to any one interested in a Chesterfield purchase. Brian George Toronto , Ont.

What a great place. We got everything we needed. The salesman was very knowledgeable and a pleasure to deal with. Avery was great. We weren't sure what we were going to get but he helped us choose everything, including the fabrics. The delivery guys were right on time and very helpful. The store followed up after the delivery to make sure that we were pleased. Everything was perfect. We would recommend the Chesterfield Shop without hesitation. We will be back for sure!

We purchased a leather sofa/loveseat from The Chesterfield Shop in early May. When the suite arrived we found some issues with the seating being different and lacking from the floor model. Went to the Dundas location but felt support and follow through were weak.

Contacted Earl at the Head Office Service Department who dealt with our problem quickly and efficiently - Earl worked with us to ensure that we would not be disappointed and displayed a high standard of customer service.

Our service was completed today and we are very happy with the suite and customer service.

My beef with this company is not severe. Just some friendly advice....please, please, please DON'T tell your customers that a couch will be delivered during a certain time period unless you're certain. The inconvenience of having nothing to sit on for two weeks (after we sold our old couch) is not what I would call good service!

Terrible! Do not buy from them! Ordered a couch and chair on January 3 2013. When delivered, it was the wrong chair and the couch was severely damaged. They left the furniture in our home and Initial promises to replace followed by no one taking ownership. Went through various people trying to get answers (Gerrardo, Leah, Evan, Earl, Robert a store Manager) all giving us a variety of excuses including email server issues, leather shortages, delays at the factory, etc. Calls are rarely returned, when they are, a canned response is received (should be two more weeks). Close to six months in and I get Jennifer on the phone.
Jennifer agrees to look into it and I advise her that I am looking for either a return/refund or a significant discount. She came back with 10% and no option to return. She also left me a voicemail indicating that my original review on homestars was unfair and completely untrue.
When I stood behind my review and request for a refund, they rescinded their 10% offer, reminded me how long they have been in business, and went on defending their position that they have done nothing wrong. Here is the last response that I received from them. I think their own words best sum up their approach to customer service.
-Pay attention to their position on Homestars and other online client reviews.....then look at all of their responses to other posts on this website. Do they value your satisfaction?
Here is the last email I received this morning:
Dear Robert,

Yes, I do care about our business. You have received a response from Jennifer that I oversaw, and in no way can it be construed as being angry. She is simply stating fact. Your transaction has not been mishandled, rather an error was made, we accepted that as our responsibility, left you the furniture on a loan basis so that you had seating, kept you apprised of delivery of the replacement goods, offered compensation (although there is no basis for financial compensation) yet you chose to post negative comments.

We have been professional and courteous, have been in the process of correcting an error, and have apologized. To simply cancel once the goods have been remade is not an option. Had you asked at the time of delivery, it may have been possible. At this point your custom order is ready.

We do know how to correspond with our consumers – thus the reason for the thousands that attend our stores on a yearly basis. Those few who choose to denigrate the hard work of our staff may do so – of course always being cautious that slander is a serious offence. As a consumer myself, I read online reviews, often find them one-sided, and don’t pay much attention to them. I am sure you are aware that there is no BBB in Toronto because of their history of fraud and scandal. Who is Homestars? An upstart online review site that retailers can pay to join and enjoy preferred ratings. Perhaps you may want to review them and consider those who post there? My more legitimate concern would be the longevity of the company I am dealing with, the quality of the goods, and the post delivery service of goods, should it be necessary. In your case, you are receiving new furniture – we could have opted to send a chair only, and repair the damaged arm on your sofa.

I do not presume to lecture you, nor do I expect you to tell us how to run our business. Our decision is final in that you will be contacted upon receipt of your custom order.

I too have experienced a lot of frustration when dealing with this company. I just emailed the customer service manager Earl about my problems yesterday. I completely agree with those of you who have said that their policy seems to be the customer is always wrong. Their first response to a problem is to blame the customer. I am also currently having issues with getting my couch (2nd attempt) and it is taking longer than I was told, even with a rush put on the delivery. It has been 7 weeks for a rush. I've been waiting 4 months in total. I only emailed Earl yesterday so hopefully I get a response soon. I guess it will come down to adding to this poor review or writing a new more positive one.