Pamela from York

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.