After the initial excitement of the discussions I had with the sales staff to help me find the right sofa and the actual purchase of my sofa, I am genuinely dissapointed with the service thereafter.

There seems to be a clear disconnect with the store and warehouse/ shipping which first became apparent as they can only provide you delivery date, then you must wait until the evening before the delivery day when you are given a 6 hour time slot by the warehouse. Only on the actual delivery day do you get a more accurate timeslot, meaning this is completely impractical for anyone who cannot simply work remotely on demand.

Putting that aside, today was my delivery date and an hour before I get a call from the delivery driver to confirm they were on their way, at which point I was very confused when they asked me if I was awaiting the care kit.

Upon their arrival it comfirmed what I thought I misunderstood on the phone, the delivery driver handed me a small box with the care kit, but had absolutely no idea what I was talking about when I asked where my sofa is. After they had a brief call with the warehouse, I was directed to phone the store since the warehouse was not able to advise and it was all seemingly funny to the delivery drivers that they had been sent on a sofa delivery without the actual sofa.

Upon calling the store I could not get through after 3 attempts, and was in the process of leaving a voicemail to say I was about to drive down to the store when they called back. The colleague asked to call me back after looking into this, and 30 minutes later on the call back the only reason he could provide is that there had been a mixup with the packing of the vans at the warehouse, and the only solution forwards was to reschedule the delivery.

I'm now going to need to wait until the day before my selected date, again, before I get any indication which part of the day the delivery is due, at complete inconvenience to myself and my workplace.

I find it utterly shocking that a sofa retailer this large can operate with such a disorganised and frankly laughable warehouse and delivery process. I am now worried if I have made the right choice, in particular as I have paid for all the additional addons and warranty, yet there has been no showing of any remorse at this situation or compromise to rectify this. I've essentially been sent to square one, now with my fingers crossed the warehouse don't forget to put my sofa in the van and waste half of another day which I have to negotiate remote work for the day before this rescheduled date when there is any indication of a morning or afternoon timeslot.

If they can't get the fundamentals of delivering a sofa right or resolving of their poor communication and logistics leading to this complete blunder, then I can't say I'm excited to see how it goes with the other aftercare services I have purchased.

I was hoping to get an armchair from here in matching material soon after this purchase, but at this point I'm not sure that is wise since I may end up getting another £900 care kit delivered instead.

Nice warm welcome as I entered the store. Right level of assistance, not too pushy but there to answer questions when needed. Nice store with a nice selection of sofas.

Prompt and tidy

very helpful at all times with TRISTAN particularly

Very efficient and pleasant salesman,Max. Sorted everything out very quickly.

Great service throughout, quality sofa delivered on time

Our experience was great we were welcomed as soon as we walked through the door and Tristan was very informative and very easy to talk to he explained everything about the furniture we liked and explained about the quality of the leather that you supply for your furniture. We purchased our choice and Tristan explained once again about extra products we could use and after giving all our data he said he will keep us informed about delivery. I would definitely use the company again and recommend it to everybody I know.
Thank you once again .
Anne

Called in the shop just by chance as I was going to put an order into IKEA next door. Immediately saw the three seater leather sofa. Liked the look and the sale reduction made it very attractive. Very helpful sales rep confidently answered all my questions.
Came back next morning with my wife who agreed with me so made a purchase of the three and two seaters.

Great delivery service, email prior to arrange date, text the day before to confirm the time and a tracker service to see if things were on time. They phoned an hour before to confirm also.
They were polite and got the two sofas in quickly and had them set up in no time, we opted to keep the cardboard but they would have taken it. Very happy 😊

From start to finish from ordering from Jake in Chester store to delivery Arrived on time with estimated date,The two gentlemen that delivered our suiet were very friendly and organised. Put together in no time excellent service.

Great range of sofa's on display and so many fabrics/colours to from, however it is your staff member Hanna in the Chester store that should be highly commended as she was friendly, professional and very knowledgeable.

good staff. very helpful

All the colour choices, are great meaning you can chose which sofa you want and the fabric and colour to suit your requirements.

Excellent attitude made welcome no hassle amy at chester branch a star

Greeted by a member of staff who explained the shop layout, furniture and fabrics etc. then left us to peruse. Plenty of choice. The lady continued to check with us occasionally without being pushy. Provided a quote quickly. No hard sell. Pleasant experience.

We went with very specific needs. All which were met. No other furniture shop could come up with what we needed. I’m really looking forward to having my new furniture

Well set out store. Great staff.

A big thank you to Amy at Chester store for a great service,An asset to the firm.

A very dedicated member of staff found us just what we wanted