Anne

The service at the Brussels store was excellent. However, after the purchase at the store things went very wrong and our experience with the delivery was simply dreadful!

We did our share as requested and mesured our building well to make sure the sofa could be delivered and carried to the 3rd floor. As it was clearly possible according to the minimum mesurements given to us by Sofacompany, we chose for this delivery method and paid for it. On the first attempt the delivery company immediately refused to even try to carry the sofa upstairs and left with it instead. They also rough handled the package, letting it fall in a way that gave us every reason to believe the item was damaged. We immediately contacted the customer service of Sofacompany and they tried to put the responsibility on us claiming that perhaps we had measured our building wrong. They told us that they must trust the delivery company's estimate on whether the sofa fits or not. They therefore tried to make us pay for a delivery by lift and made a gesture to offer 50% of this extra cost. No other gesture was made at this stage. We refused, explaining that we had fullfilled our side of the purchase agreement and would therefore not pay any extra for the delivery. As the measures were according to the company's demands, we asked them to provide us with a free lift in case carrying the sofa would not be an option. We also asked for a new item due to the rough handling of the package. Sofacompany finally offered to organise a new delivery date promising to "put their best men on the job" to carry the sofa upstairs. However they were very ambiguous about whether the item would be a new one or the same one as before. The second delivery attempt also failed at first as the delivery men arrived but claimed this time that they didn't have the sofa with them at all. We called their supervisor who reached them en route. They then suddenly discovered that they did have the sofa in their van after all and returned with it. They then carried the sofa upstairs and there was absolutely no problem with the measurements, it fit perfectly, just as we had mesured to begin with.

Upon purchase at the store, we were promised a three hour delivery slot for the day of the delivery. This was not accurate as on both delivery days the time slot kept changing making us wait home the whole day. The delivery men also seemed very tired and my empathies are with them as I am sure they are overworked.

Finally, even though there is no way of knowing whether the sofa is a new one or the one that was rough handled during delivery, we are very happy with the item. It is a very beautiful design and a quality furniture!