Why We Are America’s Chesterfield Company? Find out.

[@Cars-Pianos]

Thank you for posting this video. It does a nice job augmenting your website. I particularly like that you offer a number of options to get the right length, depth, and finish of a chesterfield to suit any given customers needs. Your explanation of construction techniques as compared to other manufacturers is important to know, as I am willing to invest in more for better made pieces. The only difficult decision to be made is the particular color of leather. Perhaps a visit to the factory will help. The only suggestion I would like to to make is to consider offering at an additional expense leather throw pillows. Maybe you already do, but I didn’t see it on your website. Overall, very informative video and website. It has helped me decide to purchase a sofa and a couple of matching chairs. Can you tell me the leather finish/color that is shown starting at the 6:51 time? Thanks, Brad

[@mooniebo2752]

I wanted a RW for so long but...you did it! You won me over.

[@saby8765]

Yes! He isn't hustling! He sounds sincere. I'd love to have a Chesterfield made from them.

[@crwilso6]

Your pitch sounded great in this video, so I decided to do a Google search of your company. I found a lot of negative reviews on Yelp of you personally. It sounds like you're always ready to help people order their sofas, but if anything goes wrong your customer service is non-existent. There are numerous complaints of people receiving damaged products, of their homes or apartments being damaged, and of you doing nothing to help them. There are stories of you making false promises, not returning calls, and never correcting problems. As the owner, you are solely responsible for your reputation in the marketplace. You seem to ignore negative Yelp reviews, and do nothing to be responsible for correcting problems. In several complains you've been accused of blaming the delivery company, and claiming their handling is the problem. But on your website, in the FAQ, it states that you only use one delivery company, and you give customers no guarantees, yet no choices on delivery, and if there is a problem the customer has to pay to have the furniture shipped back to you for a refund. If you're selling products that cost thousands of dollars, and there are problems with your product, you have to understand it's your responsibility to do whatever it takes to correct those problems, even if it costs you money to have the products returned. It's not only that these are expensive products, but there is also the principle behind claiming to offer the best product. If you stood behind your product and followed through, you'd have a much higher satisfaction rating and reputation online.

[@Cococohome]

Thanks for reaching out and sharing your thoughts.Yelp is a very frustrating site because they tend to show negative reviews and hide positive ones, but I will make a couple of points about some of those reviews.:The two reviews where the damage to the apartment is mentioned are from the same delivery. It is a husband and a wife. Far from not caring or doing nothing, we offered to make them a new couch to replace the damaged one at no cost to them. We put a lot of pressure on the delivery company to repair the damage to the apartment but there was a major problem that neither of them disclosed in their review. The delivery company told them they did not think they could get the couch where it was going and the customer told them to try anyway and signed a damage waiver absolving the delivery company of responsibility for any damage. That made it kind of hard to make their case for them.We did terminate our relationship with that particular delivery company not long thereafter.We do not only use one delivery company. We actually use a couple and each of them uses a network of local "Last Mile" companies to make the actual deliveries. We ask that they not unwrap our furniture until it is at the customer's home but many times they do it anyway and then load it in their trucks. That is where most damage occurs.I do not believe there is another furniture company that does a better job of standing behioned their product and going the extra mile than do we. If there are problems with our products we take care of them, even if it is not our fault. Our return policy is that if the customer wishes to return the furniture after it has been in their home, they have to pay the return shipping. That is the case if they don't like the color they chose for example. That is a very generous return policy I think. That has nothing to do with a case where the furniture is damaged. In that instance there is no cost to the customer whatsoever for the cost of returning it to us should that benecessary to effect the repairs.I and everyone I on our team can always do better and try every day to do so. We are shipping about 170 orders a month right now and we have a small handful of negative revlews spread over several years. On sites such as Houzz, our average rating is 4.7 stars last time I checked. We value our online reputation very much.

[@crwilso6]

COCOCO Home You should find a way to post this thoughtful response on Yelp. For the amount of volume you do, the amount of complaints is probably low, but it looks like a high ratio because there are just not enough positive Yelp reviews to begin with to balance everything out. I'd say your return policy is more than adequate if you're willing to cover return shipping when products are damaged. I was under the impression you do not cover it. I can understand a customer paying for return shipping if they don't like the color or whatever because that's fair, particularly if they've made you custom-build something and then decided that they no longer want it. It's also good that you're willing to drop a mover if they're problematic, and that you do try to find the best ways to get furniture delivered safely. I'll keep you in mind in the future when we're in the market for another chesterfield, and am bookmarking your site. Thanks for the response.