Newest Review: ... the part in stock. End of December the recliner on the other settee broke so I rang them up customer service was horrendous. They said... more
Unecessary Insurance sold - what a shame...
Member Name: kirstymc
Advantages: Value for money
Disadvantages: Mis-sold Sofa Shield Insurance
I was in the market for a new sofa in November last year and visited the myriad of Sofa shops at the Metro Centre retail park in Gateshead.
We did not have a very big budget and I was anxious about purchasing such a high ticket item. We found the sofa we wanted in budget at CSL.
CSL have had a lot of press since Mary Portas Secret Shopper filmed there earlier this year and I really hope things have changed since her visit. The actual product that we received we are happy with but we were not happy with the service and were sold Sofa shield insurance that we didn't need - more of this later.
The Sofa - On the whole we are very happy with the sofa. We opted for 2 Veyron Double Reclining 2 Seater Sofas. They are comfy and seem quite hard wearing - I would say value for money.
The Hard Sell - We purchased the sofa in November 2010 and were very much subjected to the hard sell from a stereotypical salesman. I am not sure if this has changed since Mary's visit. When we decided on the sofa we wanted but weren't sure if it would fit in our living room we got the whole if you don't buy it today it might not be here tomorrow and this price is for today only and we would not be able to change the order once we had signed the agreement etc etc spiel. After much wrangling the salesman did conceded that if we signed up for a 2 seater and 3 seater we could phone back and change the order to 2 2 seaters if we did it that day and we would have to go back in to rearrange the finance agreement. This hard sell is what what you expect from a salesman I thought.
Sofa Shield Insurance - The salesman told me that they offered a 5 year guarantee called Sofa Shield which would guarantee cover for ANY damage no exceptions for £160. It was sold in such a way that we were under the impression that this was the only cover we could get. Over the payment terms this only worked out a few pounds a month so I thought better safe than sorry. Before we knew it the Sofa Shield was added to the bill. I am really glad that we did have to change our order because when we got home we realised that the Sofa Shield offered very little cover and did not cover everything as promised in fact it did not cover the examples of damage that the salesman dreamed up. I then went on to the CSL website and was incensed to find that every sofa already comes with a 5 year FREE guarantee that offered the exact same cover as the Sofa Shield. At no time were we advised of this. The next day we went in to change our order and promptly cancelled the unnecessary insurance - I am not sure that we would have been able to cancel had it not been for having to sign a whole new agreement.
The Delivery - I was very pleased that we received our sofas only a few days later. We live in an upstairs flat and I have to say the lads who delivered the settee were absolutely brilliant - they were very careful of the new floors I had just had restored without me even having to say anything and were very polite and informative. When a notice a minor loose thread the lad sorted out an upholsterer to come out on the spot - no having to go away to report a fault etc.
On the whole I was very satisfied with CSL had it not been for the Sofa Shield they would have scored 5 stars. The mis-selling of insurance has left a bitter taste and I will not be using them again based on this. What a shame they let themselves down for the sake of £160.
I was naive and I am sure a much more savvy shopper would have seen through the hard sell. Lesson well and truly learned!
Summary: Good product - but sold uneccessary insurance.