Update: The VP reached out and rectified our situation, the couch is great quality and overall I would still recommend this brand as they care about their customers and have a long history of excellent reviews. They are trying their best so we hope this is just a one-off situation. Do not buy a couch here unless you’re prepared to wait 11+ weeks for delivery. I rarely write negative reviews because I understand how much they can impact a business. However, given that this store has been around for over 75 years and considering the price I paid for my sofa, this experience has been extremely disappointing. The in-store customer service was wonderful—patient, knowledgeable, and genuinely helpful. Unfortunately, that level of service disappeared the moment my order was placed. We ordered a custom sofa on September 14th and were told to expect a 6–8 week timeline. A sofa was delivered at week 8, but it wasn’t the one we ordered. The cushions were completely wrong. When I followed up the same day (a Saturday), I was told it would be another 1–2 weeks. When I followed up again by email, the responses were dismissive, and no one apologized or acknowledged the inconvenience. Eventually, someone called to apologize and provided yet another timeline of 2–3 weeks. This has been incredibly frustrating, especially because we had just moved in and were excited for this couch, which was highly recommended. Given the mistake and the delays, I genuinely expected some form of compensation—waiving the delivery fee, a cleaning kit, anything as a gesture of goodwill. Instead, I received a single apology and an explanation that the issue was the warehouse’s fault and the store “can’t inspect the product.” For a business with this reputation and price point, I expected better.
Very unhappy with the couch we purchased here. The cushions have not held up and the material has piled. We’ve had the couch for about a year but started seeing this wear and tear after 6 months. So disappointed given how expensive the couch was.
We had an excellent experience at the midtown shop. We were assisted by Allison who was super professional, knowledgeable, kind and patient! We purchased 3 pieces of furniture and are thrilled with the choices. Thank you !
The Chesterfield Shop is a Canadian Furniture Store based in Toronto, Ontario. The Chesterfield Shop is located at 2045 Yonge St, Toronto, ON M4S 2A2, Canada.
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