Customer service.
On September1, 2020 I ordered a custom made, full sized three seater power reclining sofa from The Chesterfield Shop. On December 12, 2020 my sofa was delivered, only it was the wrong sofa. It was a two seater condo sized sofa. Before I realized the error my old sofa had been dismantled and taken out to the curb in the snow. I contacted The Chesterfield Shop immediately and was told I had three options: the delivery men could bring my old sofa back in, out of the question as it was now soaking wet under the snow, I could manage without a sofa until a new one was made, also not possible, it was the sofa from the Family Room where we spend most of our time, or I could keep the one that had been delivered until my original order was resubmitted and the couch I had ordered and paid for was delivered. I chose option number 3. Weeks went by and then months. I contacted The Chesterfield Shop, worried that I had been forgotten and continued to contact them over the next several months asking for a delivery date and questioning the lengthy delays. Finally on June 8, 2021 my couch was delivered. But not before I had once again contacted The Chesterfield Shop and once again asked for a delivery date. Upon that occasion I was informed that my sofa had been delivered to The Chesterfield Shop and was sitting in their storeroom. No one had bothered to phone me, even though I had now been waiting over 8 months for delivery. When the sofa was unboxed the first thing I noticed was a huge fabric flaw running through the entire center cushion. Again I was immediately on the phone to The Chesterfield Shop. I was told to take pictures so they could send them on to the manufacturer for review. I responded that the only review necessary was mine, the customer. I did send the pictures and after several more unsuccessful attempts on my part to communicate with someone at The Chesterfield Shop I received a phone call from a woman, not calling from The Chesterfield Shop, asking if she could arrange for an appointment with an upholsterer. That appointment was set for July 3, 2021. He arrived and immediately agreed that there was a serious fabric flaw. He ordered material to recover the center of my sofa. A month later on August 6, 2021 he returned and removed the center of my couch, leaving me with two end pieces and a gaping hole in the middle. On August 15, 2021 he returned again and reassembled my sofa. From the day I ordered the sofa to the day it was finished took eleven and a half months. Never once did anyone from The Chesterfield Shop make any attempt to contact me and ask if there was anything they could say or do to make me feel better about this fiasco. I had initiated every communication and every time I did I was made to feel like I was inconveniencing them. I am appalled by the abysmal customer service I received, actually total lack of customer service and will never recommend The Chesterfield Shop to anyone. I was immensely disappointed with them and fervently wish i had never set foot in their door.
Date of experience: August 19, 2021