They stand behind their products
I recently received a defective couch and was initially very annoyed when I was told I couldn't get a refund - however, I spoke with the manager shortly after and I will, indeed, be receiving a full refund. A very disappointing experience was entirely turned around by that phone call - now that I know they stand behind their products, I will definitely shop there again!
Couch is garbage after only 1 month
Very poor quality - my couch is garbage after only 1 month!! I had read all the reviews on this site and many were related to delays - I thought I can live with delays if I ultimately get the couch I want. Yes, it did take longer to arrive, but I didn't say anything about it. However, we had it for less than a month and it looks terrible!! The fabric is pilling so badly that the inspector the Chesterfield shop sent said that the couch looked like it was 10 years old!!! No one followed up with me, and when I tracked someone down, I was told I could pick a different couch - but that their "warranty" (if you can call it that) doesn't provide a refund if a couch is defective. And that, actually, they're doing me a favor because fabric isn't covered, even when it's defective (isn't fabric quite a large component in the quality of a couch?!) Wow, zero accountability for what I thought was a half-decent company. I'm so disappointed with the entire experience - we waited 4 months for a couch we now have to literally take to the trash (throwing 2k in the trash at the same time).
