An addendum to my post of March 15, 2018Revised rating (based on my interactions with Steve) 4 stars!!!A couple of days after my post below, Steve Freeman (owner?) called to discuss my experience with the Chesterfield Shop (TCS). His call was very much unexpected but so genuinely appreciated. Situations like this are never easy; not for the (disappointed) consumer and certainly not for the organization. Too often an organization will have a "well, screw you" mentality and not engage with a consumer after they have walked away. By calling me, Steve demonstrated management at TCS does not ascribe to that mentality. The manner in which setbacks and delays are handled will always make the difference. For me, the difference in this particular situation was Steve's call. Steve, thank you so much! Fast forward (another) 10 weeks and I have a new (smaller) chesterfield that I absolutely LOVE from the TCS. Thank you to Jenny, Diana and Steven as well for their help.-----Original Post----Original rating 2 StarsIn late December 2017, I arranged for the purchase of a lovely vintage espresso chesterfield. David Batko, the sales manager with whom I dealt, was very help (at the time). The Chesterfield Shop arranged for members of their team to come and measure the entrance of my condo suite to ensure the 92" model I ordered could be accommodated through the entrance - if there wasn't room sufficient, David suggested I purchase the 85" model instead which I happily agreed to do. Their team came within a couple of days and confirmed the 92" model would "certainly fit". Order placed. Fast forward to the date of delivery (March 15, 2018) and the 92" model was significantly too large to fit through the entrance of my suite. The gentlemen who attempted delivery were very patient and tried every thing but the model was just too large. My anger and frustration at the situation is indescribable. After speaking with Bob (Status Manager) and David that night, I once again made my way to the showroom the next day to determine my options. Upon arrival, I was told David had stepped away and I indicated I would gladly wait. Having waited for more than 35 minutes, I was more than willing to purchase the 85" model and wait another 8-12 weeks. That willingness turned to additional disappointment, when there was little to no recognition of their organization's incredible error, the length of time I had already waited and the additional 8-12 weeks I would have to wait again! With the exception of platitudes and mention of "these things happen sometimes", there was nothing. Not even an offer of a nominal discount (off what I would have originally paid back in December) or mention of eliminating the delivery fee. My only recourse was to ask for a full refund. Now I begin anew my search for a Chesterfield. This is a teachable moment for your organization, in particular members of your Yonge/Eglinton Store.
