Darlings We are very saddened to read this unfavourable review regarding this customers footstool. Whilst we understand the frustrations felt by the customer, we do feel some elements of the review are unfair. As a family business delivering over 150 sofas a month, we are generally very proud of the quality and care we provide to our customers. However, we do accept that we are not perfect and from this case we have been able to identify ways to improve footstool production, delivery and communication.We have changed some processes and procedures at our end to ensure a smoother operation. Most notably, the way we handle colour matching of footstools has been changed so as to minimise long delays. Delays can occur because leather is such a natural product it comes in to us in different batches and shades and so with the improvements implemented long delays won't occur. Furthermore, the construction of the Chesterfield footstool has been improved by production. In addition, the packaging and delivery method used for the footstools has changed so stools don’t arrive damaged as was the case here. I have seen some email exchanges between the manager in Fulham and the customer where she asks the customer to resend the pictures of the problem as they had not been received. As a result this caused a time delay and we appreciate this caused frustrations for our customer - we have even updated some anti virus software to help pictures come through just in case. Prior to writing this review, the customer had already received a full refund on the footstool. The owner of Darlings has called the customer to apologise for the time it took to sort the footstool out and the customer has been offered a substantial discount on any further purchases. We also offered to pick up his sofas but this offer was declined.At Darlings of Chelsea, we recognise just how important furniture is to a home and we understand how frustrating a delay can be. We are constantly looking for ways to improve every aspect of our service. Our best endeavours remain at all times.
30 June 2011
mike_qh As I explained over the phone the customer service I received was awful, mostly my emails were ignored and calls to the Fulham office got nowhere. Any response required multiple emails and calls this combined with staff that did not listen would not take responsibility and were rude caused my frustration. People asking to resend something is unlikely to cause offense. Whilst your interest in my case was appreciated and I have no doubt that you have made improvements it was due to this review and not my purchase/problems that prompted such a response and no I do not want any further goods from you.
5 July 2011
mike_qh Leather on the sofa continues to move alot not just the seat but the arms and back aswell, today the mrs hovered a button off, seriously these sofas are made of cheese.
17 July 2011
mike_qh Mrs (5ft’6 about 8 stone) stepped on the seat to dust a picture and atleast one of the fixings to the back has torn out. Looking forward to giving the sofa to the dog.
23 May 2012
mike_qh Be WARNED the owner of the Darlings is extremely active on qype to get –ve reviews and comments taken off, the overall score is highly suspect. After providing evidence to qype and lengthy discussion with their customer service dept they “will continue to monitor activity on their Qype business listing”. I find it inconceivable that they can win a legitimate customer service award considering how dreadful the service was and still is, I found ‘the manager of the Fulham branch’ professionally unacceptable and even personally invasive on a well known business ‘link’ website, for a supposedly high end retail product, it beggars belief.I may not be an engineer but I do work in the city and know that 9/10 times it’s who you know and not what you do. I think it’s quite clear that for this award qype reviews were not taken into account.
10 September 2012