Such Utter Disappointment
Such utter disappointment
Having done extensive research on 'best sofa companies' and after high recommendation we bought an absolutely super sofa in their clearance sale. Perfect! Far bigger price reduction than their norm, which fitted our budget. We received an invoice which we paid and were given a date of arrival, just before Christmas, hooray !
Only it wasn't hooray, 48 hours later they told us they had made a mistake, someone else had bought our sofa. It took a week to be refunded.
After extensive communication asking them to honour our purchase, they replied "no' every time. They did offer the same for £600 more (31% increase on the original price), but that exceeded our budget by some way.
We are so extremely disappointed with the customer service we have decided to spend our money elsewhere. I feel certain they could have honoured the original price, but their commercial decision prioritised their margin above customer satisfaction. We would have been thrilled and truly appreciated their effort had they honoured the sale they made, and we would have sang their praises.
Reply from Darlings Of Chelsea
Hello Joanna,
Thank you for taking the time to share your feedback. We are genuinely sorry for the disappointment and frustration this situation caused, especially so close to Christmas and the excitement you quite understandably felt.
Unfortunately, due to a genuine system error, the clearance sofa you purchased was sold in duplicate before the issue was identified. We fully appreciate how upsetting it was to be informed of this after payment had already been taken and we sincerely apologise for that mistake.
Regarding the refund, we would like to clarify the timeline. Your order was placed on 2nd December. You were contacted on 3rd December to advise of the duplicate sale and the refund process was initiated the same day. This was temporarily paused on 5th December while we explored alternative options with you, as requested. Once you confirmed on 6th December that you did not wish to proceed with the alternative offer, the refund was actioned.
We did explore alternative options and made an offer available at the time, but we fully understand that this was outside your budget and was therefore declined. While we were unable to recreate the original clearance price, for a new made to order sofa, we are sorry that we couldn’t offer a cost that worked for you.
Your feedback is taken very seriously, and we’re sorry that this experience has left you feeling let down. This is certainly not the impression we ever want to give, and we appreciate you highlighting how much you would have valued the outcome being different. Once again, our sincere apologies and thank you for engaging with us throughout, even under such disappointing circumstances.
All the best,
The Team @ Darlings of Chelsea