I too have had to call out to repair our sofa and was shocked to hear there was a charge for this as the sale of goods act clearly states 48b section 2)If the buyer requires the seller to repair or replace the goods, the seller must—
(a)repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;
(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).
i have been told this will be refunded only if my part/parts (electrics) are covered in the warranty by the manufacturer?! i was told on purchase the electrics where covered under the manufacturers for 10 years. i wasn't told some parts are and some parts are not! i felt quite happy when bought the sofa that the electrics where covered for this period, the structure was covered for life and the additional platinum cover £158 covered the leather etc. I have advised csl i will be seeking legal advise, i have paid for the call out but will not be paying for the additional parts needed if not under warranty. following legal advise i will ask them to replace the sofa which is within my rights of a consumer to do so.
Disabled buyer concerns
On the 19th August 2013 my new 3 seater settee recliner, 2 seater settee recliner and footstool was safely delivered. Fast forward 3 months I am very disappointed with the quality of the furniture. I went in store with my husband and daughter and discussed at great length our requirements with the saleswoman, my husband is disabled and he spends his days at home.
We went around the store and selected several settees, we asked advice on which would be best suited for our needs, after careful consideration and advice from the saleswoman we selected the ones we ordered. We also selected a footstool for my husband so he would not put a strain on the recliners.
We was informed on plumping up the settees and of the practice of rotating the seats, in order eliminate the favourite seating syndrome as discussed in Watchdog, at this time I informed the saleswoman that my husband weighs between 20 and 21 stone, I was told that as long as we rotate the seating there would be no problem and that the frame had a life time guarantee.
After 3 months we now have settees that are not fit for purpose, the seating areas are soft and when my husband sits on the settees he can feels a metal strips which is uncomfortable, the main purpose of seating is comfort and the ability to relax, none of these are possible.
A technician visited and completed a report on his findings; he found there is nothing wrong with the settees. The technician took photographs of the settees, but he refused to take a picture of my husband sat on the settee, this photograph would have clearly illustrated how far down the seat went. When the technician was leaving again it as mentioned the frame life time guarantee and of the weight limit of 18 stones, alarm bells went off, I informed him that this was the first time I had heard of a weight limit, we would not have purchased the settees if we had been made aware of this. The weight limit was later confirmed by technical services.
I have informed technical services of this and the offer made, because the furniture is now second hand and that we have had use of the furniture for just over 3 months we would be charged £450 which is approximately a third of the cost of the furniture and we would receive a credit note to cover the remainder to be spent in store. I am to phone tomorrow to find out if there is anything suitable in store for my disabled, 20 stone husband, if not what would happen to my credit note, depending on the outcome of the conversation, upon advice given I will be forwarding my concerns to Trading Standards.
It was also suggested by customer services that because of my disabled husband I would be more suited to go to a store that sells disabled furniture!
Purchased a Corner Suite back in December 2012 and took delivery in March 2013. Foam cushioning sagging and fabric loose on corner unit after only 8 months of little use.....CSL DO NOT WANT TO KNOW. They say it is usage.....I laughed the house down when they told me that but after the laughter came the anger and disgust. I had a DFS suite before this one and it has lasted 15 years and I still have the 2 chairs as they are brilliant still. I doubt this CSL suite will last 15 months.......ABSOLUTELY SHOCKING, GUARANTEES WORTHLESS.
My advise is to contact the Furniture Ombudsman if you too have problems with your goods.
Had my sofa delivered February 2013 after a couple of weeks I noticed a small tear in the chaise cushion. I reported this by phone and email I was given .... 2 days later no response so again phoned an they could not locate my email so I sent it again with pics attached.
Left it a couple of days I called them once again to be told they could not find it so I sent it to a Daniel who kindly called me 2 days later to say we would have to replace it. I sent a swatch off my sofa as requested and that was it.
Few weeks later still no call so again I call to chase to be told sorry the wrong colour has been sent??? We will have to re-order.
So again still no call in had to email/ call to chase this is now 3 month since I reported the fault. I was told yes it's in the service dept we will get it posted to you, another week passes by so I called yet again to hear sorry it's too big to post? Why was I not called and told ..... So then I was told we can deliver to your Speke store.
Another 2 weeks pass still no cushion or call and I'm still in the same position.
At this point I am loosing the will to live I have made over 20 calls ( all itemised) an numberous emails to this company with only one returned phone call this is a company to avoid.
My last email was to the complaints team still i waited 5 to which I had no response from them so yet again I called an had to explain myself over again I was called back by a 'manager' to be told store had ordered the wrong part!! Well store told me it was the manufacturer this company lie all the time never respond to customers and are a complete joke.
All I want is by money back and the sofa picked up I have given this company ample opportunities and over 3 month to wait for a cushion is rediculous.
Ben the manager was not listening to me an certainly has not understood the stress I am going through to get this resolved as he offered me my delivery charge refund of 39.50 this would not even cover my phone bill. By the way that was a GOGW?
I am now resorting to take this further to someone who can actually listen an deal with my complaint..... Avoid this company like the plague !!!
Very up happy customer !
Mrs A Clarke
Having paid £2300 for a 3+2 seater reclining suite, after a few months the colour started peeling off. It became evident that there was a problem and even more evident through the following few months when a large part of the sofa totally peeled. We originally took out 'insurance' through CSL to cover us, as we were told at the time, for 'every eventuality'. However, when the chap came out to repair the suite, we were charged £47 which we were told was refundable. WE are still awaiting reimbursement 20 months later. The sofa has further peeled and lost colour - showing a lighter brown colour underneath. It looks appalling and I am ashamed when we have visitors but I explain to them the situation and they have all stated that they will not shop at CSL. We have sent in photos and letters to CSL who are trying to say that it is hair oil!! Utter nonsense and insulting. However, Kylie Penman, Complaints Resolution Supervisor at CSL openly admitted in a telephone conversation with me that having seen the photographic evidence I have sent in to CSL, there is no way that she would be satisfied with the suite in her home and tried to arrange for me to agree to have the suite collected where I would then be able to choose another from CSL. The catch is that they want me to payt 3500 extra for the privilege. NOT A CHANCE CSL. I have sent a letter back to them today which they will receive tomorrow as they are trying the Sale of Goods Act 1979. However, there is a 6 year rule under this ACt which favours the consumer and I will make my next step the County Court as I cannot see a resolution from these stubborn articles to my satisfaction. I will repost here once a reply has been received. My sofa is a Raffles in Old Dollar (colour). AVOID CSL at all costs.
Do not buy from this company. I ordered my waltzer sound sofa last year at the start of November to be delivered in time for Christmas as advertised on t.v. I ordered it and waited until the start of December to ring for a delivery date as advised by the rep. When I did this I was told it wasn't being delivered until January. I wanted to cancel my order. I had already arranged for somebody to buy and collect my sofa in time for my new arriving one which was meant to be delivered before Christmas. When I wrote a review telling people what happened and warning other people not to buy from this company, CSL got in touch and arranged for my sofa to be delivered in time for Christmas and so they asked me to take down my review - which I did. My sofa arrived badly made. You can tell it had been rushed. Threads were hanging off the cushions and around the edges of the sofa which I had to cut off. In February, 2 months after, the springs came out the sockets and had to be repaired, then 1 month ago, the matching footstool I ordered broke. The hinges came loose and snapped off. They were hesitant to fix this at first and I had to e-mail pictures as proof despite paying extra for insurance. Now another problem I have just came accross 15 minutes ago is the swivel chair. The 'swivel' has broke and is jerking and clicking when rotating either way. I am going to phone CSL about this new problem tomorrow. I have had enough of this it is just problem after problem and I'm left wondering what is going to happen next. My message to anybody reading this who is considering buying from CSL is DON'T!! Go to DFS or somewhere else. Anywhere but this joke company!!!!!!!!!!!!!!
I bought the casino 3 seater in April 2012 top quality thick leather and thought I had a great sofa for many years to come , but after a few months the backs and arms have lost all life in them and look really saggy which is not what I paid all the money for. Ive tried everything they told me about slapping them to put life back in to them and thinking back it was a bad sign of things to come if u have to beat the sofa to death daily to make it look good. Ive not complained yet as having read these articles I feel there will be no action and they will make it my fault lol. But its not and 1049 is alot for somthing thats not right can anyone give me some advice of how to approach csl complaints about this or if csl are reading this to contact me for a chat would be very helpful before I start leaving bad reviews on anything I can find to right it on thanks
29th July 2013 I purchased a two seater leather sofa and 2 x leather arm chairs - "Eiger" simply the sofa and arm chairs are not as displayed as in the CSL store (Purley Way, Croydon) The seating panels on both chairs and sofa sink far too low at the back when sitting on leaving a gaping open hole and the lumber cushion ends up pushing into the back too high up, therefore causing great discomfort and therefore do not perform the function it is designed for. After standing up, the seating panel leather is loose and puckers and does not return to original state. Also, of great importance, is that when my wife sits on the chairs and sofa, her feet are unable to touch the floor.
We spent hours in the store on two separate occasions looking to find the right suite and believed this one suited our requirements. The CSL sales person who finalised this purchase was fully aware of our specific needs.
All these issues were/are NOT a problem with the store display.
On the 23rd October, a week after delivery and at our earliest opportunity, we returned to the CSL store in Purley Way to re-examine the suite on display. We spoke with a salesman informing him of our great disappointment and explained the suite delivered is not to the same standard as the one in the store which we based our decision on and that we would certainly not have agreed to purchase what has been delivered to us. He therefore made arrangements for a technician to examine our suite.
On the 25th October, a technician attended to examine the suite. In his opinion there were no technical faults. He did however witness the issues we raised with him regarding my wife's feet not being able to touch the ground (Note she is 5' 5") and also the problem with the seat panel dropping to expose the large gap and the issue with the lumber support. He made no comment about that, written or verbal !!!
However he admitted he was not familiar with this particular suite and would not be visiting the store to compare with the display model which is in our opinion crucial to the issue. I was told he was trained by CSL???
All in all a shoddy piece of furniture after having high hopes for a quality product only to be told there is nothing they can do as it is not faulty "in their view" yet I am faced with a product that is NOT the same quality as the one in the store and therefore not useable - still, early days so they still have time to redeem themselves otherwise it will drive me to go another route with the assistance of Trading Standards and the Citizen Advice Consumer Service.
Update 10th November 13
Well, got my expected letter ONLY offering an exchange at "my" expense. Do I risk that "understanding that what I get is not what is expected. CSL sya there is no fault so hard luck. What makes me cross is the staff in the store were fine and to be honest the response from customer services was prompt BUT there is obviously an issue with the quality of some or rather a lot of their products and they should just grasp it by the balls so these issues out. There are many other companies out there that offer no quible refunds. We all should simply use these - end of!
Update 29th November
Went into CSL Croydon - spent 2hrs inside and discussed a "potential" resolution. Matter was referred to "Sam" who was higher than "Kylie Penman" and was told I would be contacted by the next day. Well 10 days later and nothing so my next step is the Furniture Ombudsman then independent examination and then court. How many chances do I give them. And to top it all I got a parking ticket after parking in their car park which I was entitled to do anyway!!!!!! I have been told it is going to be withdrawn but it just takes the p..s.
Shame it was not to be a more positive update. Yet another disappointment.
Brian Riches found this review useful
This was the most expensive set of settees / arm chairs we have ever purchased .( 2 double seaters and 2 arm chairs). At over £3500 we thought they would last years but how wrong we were;
The sofa arrived on the agreed date in June 2013 without issue, however the delivery guy said “ you need to sit on different seats not just 1 or 2, why I said in my car I only sit on one seat to drive!
After 2 weeks I noticed the seat that I normally use was sinking when in use, although it looked level once I stood up.
We called the service dept and a guy came out and said it was just settlement all would be ok if not they would re upholster all the seats.
We believed what he said but over the last few months both settees sunk even further when someone sits on it.
We called the service department Oct 2013 and they came to check it out last week after many more calls on the day as they had forgotten to come ! The guy said it was normal and then took pictures . We explained that the settees looked ok when not in use but the cushions sink very low once they are in use .
He still said he thought they were ok !
I’m so cross as these cushions are poorly padded or have poor fitted springs. The settees are very poorly made with a very high price, I have had products from the other 2 main sofa suppliers that have lasted years and only replaced due to a change of style required.
Update: I also paid for the premium leather.Again what a watse of money, small sections of stitching have started to split !
I did read very poor reviews from this site oh how I wish I’d listened CSL has really sold me a poorly made product.
Update 5th Nov 2013
CSL have contacted me and said they think the settees are fine ! Well at the moment I'm sitting on a "fine " settee and my butt is almost on the floor.
No wonder this firm has been on BBC watch dog in June, it seems they always blame a fav seat for all their problems. The bottom line is their product is cheap and poorly made with a premium price.
I've heard the guy that came out a few weeks after delivery and said we did have a problem has been sacked mmmmmm I wonder why ! I don't believe these settees will last a year.
One of the chair arms that is also sagging , Oh well maybe I need to sit in the other room and not where I like to sit. Wish I could award no stars.
I'll post a video when possible.
Peter H found this review useful
I purchased my dream sofa from csl costing 3200 in total the most I had ever spend on a sofa .
In shop the sales guy was lovely seemed to know everything about the sofa
Delivery was on time I was very impressed with how it was delivered the guys were lovely
I loved it
Small fault on delivery cloth on bottom was hanging off but the delivery guys soon put it right
Next couple weeks the arm on the 2 seated wasn't right reported it straight away
Someone came out within the week tipped my brand new dream sofa over pulled all the staples out found a manufacters fault which he bodged up with glue and screws I accepted this
Next manufacters fault seat on 3 seater creaking when sat on another piece of furniture faulty tipped up staples taken out something missing from cushioning the wood bodged up again
At this point I spoke to customer services to raise my concerns of having3 faults in a couple of months
I am then outraged that again the 3 seater this time in the middle is creaking I ring customer service again telling them I don't want it bodged up again I want it replacing they said someone will have to come and look
The next day a guy comes and tips my sofa again removes the staples again and tells me the support leg in the middle has been cut to short bodged again with 2 metal brackets and longer screws
I tell customer service later that day I am not happy that I am really not happy and want it exchanged this is not what I expect from a sofa costing 3200 I want to take this further she tells me someone will look at it
Next day rings me back says there is nothing they will do because its been back to manufacters standard ! Should it not have been at that standard already ?4 bodged up jobs on my sofa they say this is acceptable I am currently looking into taking this further .
I will be speaking to trading standards the1979 sale of goods act clearly states that the product should be free from minor defects mt sofa is clearly not this whole experience has caused me nothing but stress.
I have just received a phone call from leigh cleary who has totally restored my faith in csl
Leigh was very nice ,listened , and looked at the problems from the customers point of view what a credit to csl this lady is thanks again leigh .
Ordered 2 sofas in August. I made enquiries 2 weeks ago and was told they had tried to deliver a week previous, but I was home all the time with flu and no one had called. Also had a wrong phone number for me! Finally, delivered yesterday - not my sofas! I was told CSL would have to re-order and stock wouldn't be in until end November latest as the sofas are made abroad. I cancelled order as no confidence in the company. I asked them to reimburse my money and to phone me when that was done - still waiting. I can't but anything else until money is returned. Now nothing to sit on in my home. What is wrong with this country when we can't make and supply to our own? I thought there was a dole queue here, apparently not.
How come on the 15th September I was told in an email that my sofa and 2 chairs would be delivered earlier than expected- week commencing the 28th October, only to be told on the 26th October, that they were having problems with the supplier, (Sound familiar?) who, by all accounts had run out of fabric???? and that a further 4 week delay was to be expected. Delivery due now week commencing 8th December, with no guarantees. By my reckoning that's another SIX weeks. Have tried phoning and phoning, all to no avail, only to be fobbed off. How come my furniture was ready and being shipped SIX weeks ago, only to find that now, it's not even been made. I'm absolutely speechless, (well, not quite) . but someone, somewhere, is telling porkies, and still no joy from CSL. watch this space!
Ordered a 3 sweater and 2 seater on 4/8/12 told 12 weeks for delivery so they should have hit their warehouse 20/10/13. Paid balance of £2465 expecting delivery. Rang to arrange delivery and fobbed off twice before someone rang to tell me they have problems with suppliers and I would now have to wait another 6 weeks. Offered £50 compensation then upped to £75 on delivery of sofa. Asked for refund but they refused. Rang back and got the £2465 refunded as paid on credit card and we would be paying interest for 6 weeks on non existent sofas.
I want my deposit of £300 back as well. They couldn't guarantee my sofa would be in in 6 weeks. How can I trust this company now. 4 and a half months for sofas - they can build housing estates in less time than that these days!!!!
The Couch Saga
I have never, in my entire life (and I've lived in many countries in Europe, Middle East and Australia) come across a customer service that is as abysmal, frustrating, emotionally draining and disappointing as CSL.
We ordered our couches fine from the store, store staff are very friendly, but the wrong color couches arrived. Retro black and red, who orders retro black and red couches? RETRO!?
We asked to speak to a manager, told he would call us back in 24 hours...nothing. We were finally told we had to wait another 6 weeks for the ones we actually ordered to arrive and were promised to get updates on the delivery date...nothing.
The couches finally arrived (again), however, THEY WERE THE WRONG ONES...AGAIN! We originally ordered the fixed back couches and we got one fixed back and one pillow back - so now we have one of each...not what we ordered and my living room looks like an indecisive mess.
We told the delivery guys (who were FIVE HOURS late on our delivery and I was getting ready to go to my partners bday drinks in the mean time...that's how late they were) that we were unhappy, and that this wasn't what we ordered. We even gave them orange juice and tea - that's how nice we are! They noted the issue down, told us we could call CSL on Monday (as customer services are closed on Sunday) and that they would send us the proper fixed backs with no problems.
We call back on Monday and were told that no notes were in the system to indicate that we weren't happy with the order and that they take this to mean we have accepted the order...by NO MEANS, did we accept the order - we just wanted something to SIT ON! We are then told that they need to check with the delivery guys and will get back to us...NO ONE got back to us. We were also told that as 24 hours had passed since we "accepted" our couches, we probably can't get the backs we actually ordered (which are MORE EXPENSIVE might I add - so not only do we NOT have our correct couches, we are paying more than they are actually worth). Might I remind you, that they are CLOSED ON SUNDAY, so there was NO WAY we could have called within the 24 hour window...give me my fixed backs!!! On top of this - we were sent a text to get our feedback and rate their service! Are you KIDDING ME? Trading Standards...that's all I'm saying...
Bought a suite, 24/3/13, delivered 24/06/2013. Chair cushion filling nowhere near as resilient as the settee cushion fillings. FIRA inspector agreed, but even the new filling is poor, (paid extra for foam filling). The fabric on the chair is inferior to that of the settee. CSL will not respond to letters, or e-mails. Purchased the "love it guarantee" and even that is ignored by CSL. Will never purchase from CSL. Customer service poor. CSL seem to be Ignoring the sale of goods act, in that the product should be "fit for purpose".
Trading standards has to be my next call.
Do not buy from here! My partner and I have had shocking customer service, a damaged sofa, resulting in hours spent on the phone (to 0845 numbers). No phone calls back as promised. We have had to chase them for weeks and it is now looking like the damaged part of the sofa will not be in stock for replacement for another month. We will have had the damaged sofa for 3 months soon!
The people at the call centre are unhelpful and rude - refusing to accept complaints. Please steer clear - I regret ever entering the store.
Brian Riches found this review useful
Ordered corner sofa on sept 2nd with 7 week delivery but was ready after 4 so delivered within 5 weeks, exactly as seen in store and super comfortable. Despite having accessibility problems (which was made clear to the staff in store) the 2 delivery guys were fantastic. They waited until I removed my living room door as they were not allowed to by the manager Kirsty (who also told me over the phone that the only solution would be to chose another sofa of which I point blank refused) and got my sofa in and put together and I love it! Store staff brilliant, delivery guys excellent, managers rubbish!!
After just a year our fabric sofa (Serena) is very uncomfortable as the cushions have gone flat, despite following their instructions for maintaining them. When we bought it, we were assured by the sales person that this wouldn't happen as this was a key issue for our choice.
When we rang them to complain, they said this was normal and want to charge us to get the cushion filling changed but can't guarantee that it won't happen again.
How cushions going flat, making the sofa very uncomfortable is normal is testament to the quality of their sofas.
Trying to talk to their customer service staff is like banging your head against a wall.
Don't believe their sales hype, don't buy from them.
Brian Riches found this review useful
There is a distinct theme on this thread which CSL are clearly not addressing and which, sadly, is letting them down big time. The sales staff and buying experience in the store are very good. There is a wide range of choice and the furniture is comparatively good value for money....when it arrives in perfect condition. Where this company is seriously, and I mean SERIOUSLY, falling over is in its abysmal customer after sales service. Particularly when the goods are not perfect through no fault of the customer. Even the manager of the store where we bought our sofa (who we had to visit after our frustrations in getting through to customer service on the phone) admitted that he is frustrated that the quality of after sales customer service does not back up the front line sales staff.
We ordered our sofas in March 2013, we got them in early July. As I sit here on the last day of September waiting for a technician to deign to turn up...again, we still don't have our 'perfect sofa'. The technical call centre have all the chat but, they just don't have the service quality to back it up.
The most basic customer care is completely lacking...endless hours listening on the phone to how important our call is but still not bothering to answer it, failure to call back when they say they will, failure to do what they say they will when they do turn up, failure to give reasonable time slots for deliveries and technical work (t'aint rocket science that customers have to work to pay for this stuff!!), blase scripted responses to enquiries, complete disregard for the cost to the customer of phone calls and time off work, AND complete lack of anyone with balls making interventions to put right what they have done wrong. I get it completely CSL......we have landed in 'we've got your money so you're stuffed' ville.
I haven't detailed all our issues on here because it's just more of the same as in previous posts.
Would I recommend CSL to anyone else......no.
Would I buy from them again.......no.
With all this in mind, if you do still decide to go ahead and buy, then my only advice is this - make the delivery staff wait until you have checked every inch of your sofa/s, sit on all the seats, work all the mechanisms, check all the fabric/leather, they won't like it but DO NOT be hurried. If you find anything wrong, no matter how small, no matter what the delivery men advise.....refuse to accept delivery and make them take the whole lot back. If you don't, be warned, you are heading for a nightmare and there will be LOTS that comes between you (your sanity) and your 'perfect sofa'
Brian Riches found this review useful
Found a beautiful sofa at CSL which was perfect for the home, purchased it and arranged for the delivery.
Now for the best customer service I've ever seen, a large delivery lorry comes with the sofa and is asking me for parking. This lorry is the length of 3-4 cars and the driver is asking me for a parking spot in central London. I told him how do you expect me to give you parking, it's not like a live in a private area with my own drive, I live in a flat!
Thankfully the street I live on is wide enough for the lorry to double park but no that wasn't enough for them and then started to threaten to not deliver. The only way they would deliver is if I accept for responsibility for any parking ticket they get, I've never heard anything like this in my life.
The great level of customer service didn't stop there oh no the driver was murmuring nonsense the whole way through.
Although they may have nice sofas, I would not recommend this company based on the service.
Only use this company if you live in a mansion with a large drive that would comfortably fit a double decker bus!
Brian Riches found this review useful
after reading through the reviews on this site I feared the worse about contacting CLS with my problem but what could I loose so I wrote to them about my leather sofa losing colour in a couple of places .I was called by there customer services and asked to pay £47 for one of there guys to come and look at it .this I refused to pay quoting the sale of goods act 1979 (amended) . a day or two later I was called again by customer services saying they would send there man out to inspect the sofa free of charge. a very nice man called next day his name was BRIAN NEWBROOK he inspected the damage and took photos and then reported it to head office within 1 hour I had a call from customer services saying they would come and do the repair in 2 days. Mr Newbrook. came and repaired the sofa to as good as new he was brilliant all the way through explaining what he was doing and that the problem shouldn't recur I cannot praise this guy enough he was excellent and did a first class job. so well done CLS and staff.
Placed an order 3 months ago and was told by the sales man the sofa could breakdown so it would fit, only to arrive on the bank holiday and it didn't!
The delivery driver said it would fit if the stair way rails was taken down, after speaking to csl they confirmed the sales man was incorrect and they listened to the phone call to be certain this was not though any fault of my own, they said they would pay £100 towards any labour work even though its costing me over £200 as its a bank holiday,
Had to wait another day for delivery and it still wouldn't fit.
Yet again another expensive phone call to customer services we agreed it could be possibley to pick another sofa at a slightly higher price and csl would make the difference! After searching for the right style and size I decided to order the same sofa in a small size and thought that csl would possibly offer an armchair free or at least a big discount off,
so i rang the store that was further away to check that they had the sofa available to view, and they said they did, yet again I was mis informed and it was NOT there!!
After driving all the way there they refused to compensate for their numerous mistakes,
they offered £100 of the arm chair which cost £579 and no money towards the labour that I had already paid for. I refused the £100 discount as this order would cost me an extra £479 and I had just forked out £240 on getting the stairs removed!!
I asked to cancel the order and requested for the £100 cheque that had already been agreed upon for labour,
I was told no as they wouldn't be making any profit!
So now after waiting 3 months for a sofa,
decorating, getting a stair way removed and being over £240 out of pocket,
me and my 4 year old now have no sofa!!
Thanks very much csl you are without a doubt the worse company ive ever came across!!!!!!
You are quick to take a fee of £129 from a customer of they misjudge the measurements but don't take any actions to help if you are at fault!!!!
I would not recommend csl
Brian Riches found this review useful
Sales man putting stuff extra on the bill that we stated we didn't want. Then was reluctant to take it off the bill! Finally our couch and two chairs turned up on 2nd of April 2013 1 chair was all creased and folded! After numerous emails and phone calls it is now the 23rd of aug 2013 and still no replacement! CSL are a joke!
Brian Riches found this review useful
My mum Gave a deposit which wasnt recorded on their system but was on her paperwork, delivery delayed as payment which was paid as deposit was still outstanding had to call to ask and then sorted out, then sofas delivered, 2 attachments which were to be delivered 6 weeks later of which a date was given came and went, called and then it was arranged, cleaning kit brought paid for on initial day of purchase which was april, was told by my mum yesterday in a general conversation hasnt recieved it regardless paid for with the purchase of sofas. Not happy
Brian Riches found this review useful
My location as an overseas Expat did not phase CSL in the slightest, efficiently arranging delivery to UK shipping agent with no fuss! Their verbal assurance of quality backed up once the goods were seen. Cooperative and informative throughout, even checking on my satisfaction by phone post-delivery.
Highly recommended, superb value
After what was a good start, from delivery until now it's been awful, never again...customer service has been awful, sofas were delivered but didn't match after waiting 10weeks to have them made, sound system in sofa stopped working after 2 months, they sent out a new one via delivery then they arranged a day to have it fitted, waited In and no one turned up. Customer service is appaling, I've now emailed them a complaint and waiting to hear back from them.
Brian Riches found this review useful
All went great till we found a fault after delivery and they wanted to do nothing but repair. Repair was slow but in the end ok.
The after sales is not good had missed two times planed for repair that was frustrating. All done now and would I use again? Well if I did I would inspect on delivery and keep deliver men untill fully inspected eg full 20 mins!
Friendly service in store while buying product and paying for it, however as soon as things went wrong the service I received from your " customer service" department was awful
I wouldn't ever buy another sofa from csl
Had to click on a star but would've put none if could
helpful but not pushy salesman in the showroom,mugs of coffee and use of toilets,what more could you ask for.Good communications up to delivery and excellent service on delivery day.Front door removed(put back later!!)and old sofa etc taken away as promised.
Very comfy and easy to nod off in. If only there was something to watch on the telly. The cat also approves.
First class all round.
(In case you wonder,the delivery men were from Poland).
Bought a niffty grey leather sofa (Austin) from CSL. Service was non-pushy and honest. The process was speedy and hassle free. The quality of the sofa was great and delivery was considerate and thorough. Got a discount as I bought the foot stool too, which was a pleasant and welcome offer! Recommend CSL to future buyers.
Ive brought 2 sofas from this company and each time the staff was very helpful and answered all questions I had, and addressed any concerns. I felt no pressure and was left to browse at my own leisure, help at hand whenever it was needed.
Im very happy with the style and quality of my sofa and would have no worries about purchasing from CSL in the future.
My parents also brought their sofa from CSL after Id recommended them, and received the same great service.
I had sofas from csl and after 10 days of delivery I have noticed that my sofa chair leather turned into black it is quite big patch I have called csl and they said they can't do anything because it does look like its either jeans or track suit bottom colour which shouldn't be happen because we bought sofa to sit not to display. I have been advised to clean with soap and reapply soap three or four time and also I have Been strongly advised to buy throws for your sofa so they can last longer.is that a professional way of treating customers problem. I have tried soap but marks are still there. I am really unhappy with the product. I will ring again and see what they will do. If they ignore this matter like first time I will take it further.
Visited Hanley store just to have a look, saw what we liked, sales staff very helpfull returned later to order delivered on time .We now have a fabulous sofa and chair, and footstool.
Once you've sat on our sofa you don't want to get up,
We bought this sofa for Christmas,Every one that came thought how comfortable it was.Our grandchildren,six in all wanted to sleep the night!On the sofa.
Had our two 3 seat sofas less than 3 months and the leather colour started coming off in 3 large areas. We used a CSLleather care wipe to see if it was just a mark. CSL send out 2 different inspectors who disagreed with each other. First said excessive use (my wife and myself !) or pet damage, definitely not caused by our dogs. I was asked what I wear when I sit on the sofa,!!!. We had to pay £47 for the Second inspector to rub a piece of paper towel over the leather. And then said its not pet or excessive use and didn't understand what was breaking the leather down. CSL said we could be spraying something in the house. (We don't) Incredible. We refused to have it coloured and patched as it cost £2,000 . The seats are now not being used and are covered to stop anyone seeing the patches. CSL are refusing to take it further. We took out insurance when we bought them and would have used it if it was something we had done. We are Disgusted.
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