vixs Hi

Great products that I recommend to friends, fast service, thoughtful, they actually called to check my order when something was out of stock.
Going to keep buying from here

The couch is lovely, service to get it to me was great. But product broke after using the sofabed pull out for the 3rd time. Since couch was over 1 year there is no warranty and the parts alone from external supplier would cost almost £200 not including fitting.

I don't know how they vet their external parts supplier or if they do QC on the parts, but this part was substandard and effectively ruins my experience with the Chesterfield Company

The customer service was also shoddy, no apology, they didn't even seem shocked as I received what looks like a stock email response to this problem meaning this must happen often enough to have a standard reply ready.

Do not buy a sofa bed from these folks - couches are probably still great.

EDIT - so after I calmed down and accepted I can't afford £200 at this time, I had a closer look at solving the issue myself. All that needs fixing is one slat, you can unscrew the broken one and add a new one yet Chesterfield charge:

Mechanism £95
Postage £20
Technican visit £45
VAT £32
Total: £192

No mention of an option for a new slat to fit yourself! Wanted to put this out there in case anyone else has a similar issue - will update if/ when I find an option for replacement slats.

Edit 2:
Chesterfield responded by admitting that a spare slat would indeed do the job. I was initially delighted as they were going to keep an eye out for one and let me know.
However - they then continued to report this review to Trust pilot in a typical bulling and victim blaming manner - The burden of evidence now lies with me to 1. prove I had a couch from them. 2. prove there is a problem.

This is after they had actually had multiple communications directly with me and I had sent actual pictures and all of the communications were logged under my purchase order. Basically trying to use Trustpilots system to silence me after they admitted to me they were wrong.

Final edit. Company appologized, citing bad communication. By the end of it they recognise that there were issues and there responses added to the fire. I'm satisfied with the outcomes and I hope the next person with an issue will have better communication and better options.