The Chesterfield Shop Ltd

What happens when your new furniture purchase cannot fit into your condo?

Recently my finance and I purchased a new sofa from the Chesterfield Shop on Dufferin. We spent numerous hours shopping around and finding the "right" sofa for our condo. We settled on a 100 inch sofa and were told that since we have 9-foot ceilings in our condo unit and if our elevator was more than 8 feet 8 inches we would not have a problem getting it into our building. And unless I had a proctor and a model couch I have no idea how the “angles” dimensions of the couch are going to work themselves out. So we ordered on Dec. 26th, 2015 and got a 20% discount because of the Boxing Day promotion. Fast-forward to April 1, 2016 (12 weeks later, after it was promised to us no longer than 10 weeks) the sofa arrives comes up the elevator and guess what.... Doesn't fit in the door. The common hallway ceilings are only 8-feet as opposed to the unit's ceiling of 9 feet. The delivery men haul the couch away and we then make our way to the Chesterfield Shop this weekend to see what we can do.

Two options.
1. They can custom fit this original couch to a size of 96 inches to fit into the unit. This would cost us an additional $500.
2. Or we can pick out a new couch. So we pick the same model of the couch we originally choose but at a 90 inches size.

Thinking that we would just be able to exchange this couch for the larger one we had purchased before we would not be out any additional money... We were wrong. Since we originally the couch with a 20% discount the new smaller version of the couch will actually be more expensive than the previous purchase and they will not honour the original sale price. Nor would they offer the now 10% discount they have promoted on all sofas because this would be a "special" order.

So we would be paying an additional $500 dollars whether we would custom retro fit the original couch or purchase the same model only smaller because the couch would not fit in our front door after we were told that it would if the elevator and our ceiling height requirements would accommodate the original couch.
Any suggestions or help would be greatly appreciated.

My fiancée and I had walked out on other stores due to lack of customer service and/or quality of products available. We just about passed up the Chesterfield shop but I insisted that my fiancée and I stop in for a glance. Taking a bit of time to ourselves we found a sectional that was appealing to us and asked to be helped by the salesman who welcomed us to the store. The best part of the store is that your not limited to what you see and how you see it, meaning that we had options for different colors and arms to choose from as well as getting the exact configuration we wanted. This particular piece is made in Canada and took roughly 40+ days to get it delivered as it was a custom order which is not a long wait remembering our Italian set prior to this took double the time, cost three times as much as sat not as comfortably as this set. The reason for the 8 out of 10 is because I wanted to check my delivery status and drove all the way to the store and a gentleman told me we don't check status at stores and gave me his card (Dennis) to call head office which I felt was inconvenient and not customer service friendly since there is a computer to check and a telephone to call head office for me, but the extra step of customer service was lacking. My wife who did the transaction sat in the car and could tell I didn't find out the delivery status and made the call as we left the plaza, however since that day, we have our furniture and overall are happy with the quality and the comfort of our new sectional. My only advice is to take a little more initiative to take care of everyone who asks simple questions that can be resolved one way or another simply by looking in a computer or calling head office for a customer even if I'm not yours from the beginning. That little extra will go a long way and everyone will feel happy. Further more. Chesterfield shop delivery team is wonderful and set up everything in the living room for us which is nice and professional for them to do so. Our salesman sounded like he may had been new but I give him credit because he got the job done and obviously we bought so he did his job right ( lost his card so don't remember his name ) but thank you non of the less. Head office and the lady who answered the phone is upbeat and was quick to find out things for us. This location and the furniture offered are recommended.

Around this time last year, I bought a couch (with a chaise) from this company. I specifically went to the Downtown/City-Size location because I live in a small house and therefore need a couch that comes apart, to make it easy to get into and out of my basement. I am happy with the couch itself, but it was quite a negative service experience...

Firstly, it is incredible that in 2014-2015, this large company, which has 5 GTA locations, provides hand-written invoices! This was an issue because the salesperson forgot to include the tax in the calculation of the total price stated on my invoice, a manual error that was only noticed and brought to my attention by way of a phone message that was left for me 2 weeks later. I could have insisted on the price on the invoice...

Secondly, even though I was careful to request at the time of sale for the couch to be delivered unassembled, it was not... The delivery guys, who seemed to be tired as it was the end of their day, tried in vain to get it down to my basement. They then began to disassemble it in my dirty driveway on a snowy February evening. I asked them to stop, take the couch back to the factory, get it disassembled there, and then re-delivered the following week.

I did not look for reviews of this business before my purchase, as I could not imagine that such an established company would operate so poorly... Clearly, my experience is not unique. I am not sure if I would buy from this business again, as for me the service provided is as important as the end product.

My wife and I purchased a leather sectional from this firm after looking around for some time. The sofa arrived earlier which was great although we had to delay acceptance due to a prior arrangement made for the existing sofa. When the new section was delivered, ( the delivery firm was very professional) it was discovered that part of the sectional had minor damage. I was concerned about accepting the unit and thought it best just to return it. After a phone conversation with one of the staff at the store and a follow-up email providing assurances, I took delivery and paid the balance.
Within the week a gentleman visited and inspected the damage. He agreed that it was best just to replace as opposed to cosmetically repair the damage and ordered in new leather for the damaged part of the sectional. Approx four weeks later the part arrived. I was expecting that the sofa would be removed from my home for the repair but as it turned out, the repairman performed the repair in my home professionally. My wife and I are delighted with the service performed and appreciate the efforts made to resolve this matter to my satisfaction.

After looking around for a few days at different stores, I stumbled across The Chesterfield Store in the Mississauga area. Was greated with a warm welcoming, and was able to look around without being disturbed. Was told every item was available in fabric or leather, which benefited me because what I liked was shown in leather. After looking at a large book with different fabrics I found a nice grey to go with my current decorated items in my home. I was able to choose a second fabric for my pillows and did not cost me extra to do so. I liked the help I got so I decided to buy that day. It was a good deal in my opinion because its made here in Canada and sits nicely for me as I am not to tall and have short legs. The cushions are nice and can be moved around which I like. Everything was written and explained to me afterwards including the time I had to wait (6 weeks) however was worth the wait. Thank you to the salesman and the manager who helped him and I both

Ordered couches 1 year before our closing date. The couches were delayed two weeks after our closing date. I enquired before delivery out of curiosity and they had ordered the wrong couches. I was promised a solution and didn't receive one. They gladly with no hesitation gave me my deposit back. I now have a fully furnished house and an empty family room. Thanks a lot the chesterfield shop

We purchased a couch from the Chesterfield Shop on Dufferin, and paid for "deluxe delivery" which, we were informed, included delivery and setup. When the couch arrived, the delivery persons demanded an additional $100 for "disassembly and assembly", which involved removing four bolts, carrying the sofa upstairs, and screwing the bolts back in again. Total time, 4-5 minutes. When we complained to the store, we were told that the charge was a standard one, and that we should have been told about it at the time of purchase. As they admitted fault on the part of the salesperson, we should have been entitled to a $100 refund. Which they categorically refused to do. It seems to me that if an error is the fault of the store, the store should not be charging the customer for it.

I hope you are reading this review before purchasing anything from this store. Purchasing furniture is expensive and is not something you are doing frequently. You will not afford to learn the lesson. Stay away from Chesterfield furniture or you will regret.
I decided on purchasing a sofa from this store despite their high price because I was told their stuffs are all Canadian and are made in Canada. The sales guy also seemed to be nice. It turned out the guy was nice only to the time when I paid the deposit and the fact that the furniture is all Canadian may not be necessarily true. However, the problem was of different nature. I was told by the sales guy that the delivery time is around 4 to 5 weeks. In the 6th week, hearing nothing about the ordered item, I made a call to the store. They told me it will take at least another 5 weeks with no warranty! The sales guy rudely tough me how to read the fine print in the invoice telling a custom order is non-cancellable and does not have delivery date guaranteed. There was nothing custom in my sofa other than the color we chose! This was another trick they get you into a sh*ty contract. The guy told me the manufacturer may have some delay for materials delivery from China. He may have told another BSH now about the material delivery or then about their stuffs are all Canadian. I have read now from tons of people having the same problem with Chesterfield furniture. Again, DO NOT BY ANYTHING FROM THIS STORE! The sales guy was Randy D.