Order problems, Serious Fire Safety Concern, From Start to Finish and Difficult Collection.
I purchased a made to measure Chesterfield Rio corner sofa with matching furniture from a business presented to me as Comfort Sitting / Comfort Sitting Ltd. My payment documentation and payment transaction, however, identified the merchant as Elite Seating Ltd, and the social media business name was subsequently changed to Elite Seating Ltd.
Unfortunately, my experience with this company was extremely disappointing from start to finish.
The original order was agreed at a price including delivery. The sofa delivered was not in the configuration I had ordered, and I also had concerns about the workmanship and finish. After discussing these issues with the seller, I agreed to keep the furniture at a substantially reduced total price.
Importantly, the fire safety issue described below was discovered after I had agreed to that reduction.
When I inspected the sofa, I could not find the expected permanent fire safety/compliance labelling. I raised this directly with the seller. Initially, I was told that the label had unfortunately not been attached during manufacturing, and I was promised the correct permanent label together with written confirmation of compliance.
Those assurances were not fulfilled within the promised timeframe.
More concerningly, during subsequent WhatsApp correspondence, the business then wrote to me:
“Yes, we understand that this was our mistake, as we sent the sofa without applying the fire retardant treatment.”
Naturally, that statement caused me serious concern about continuing to keep the upholstered furniture in my home. I therefore rejected the goods and raised the matter.
The seller subsequently accepted the problem and agreed to a full refund, which was processed through my payment method. I confirm that I received the refund in full.
Unfortunately, arranging collection of the rejected furniture then became another frustrating part of the experience. A collection was promised but did not take place, and I repeatedly had to contact the seller requesting a firm alternative collection date and time.
Despite the refund having been completed, the furniture remained in my home, occupying considerable space and causing me additional concern because of the seller's own written statement regarding the fire retardant treatment.
I eventually issued a Final Formal Notice requiring collection, which I sent through WhatsApp, Email and by Royal Mail Signed For.
The furniture was finally collected.
I therefore consider the matter concluded and acknowledge that I ultimately received my full refund and that all of the furniture was eventually collected.
Nevertheless, the overall experience caused considerable inconvenience and required repeated communications, a payment dispute and ultimately a formal written collection notice before the matter was completely resolved.
I have retained the relevant order/payment records, WhatsApp correspondence, photographs, refund confirmation, collection correspondence and proof of delivery of my formal notice.
This review is based entirely on my own experience and the written communications I received from the seller.
Prospective customers may wish to check their order carefully upon delivery, check the appropriate permanent labelling and documentation for upholstered furniture, retain their payment and correspondence records, and raise any concerns immediately.
While I am pleased that the refund was ultimately made and the furniture was finally collected, based on the difficulties I experienced from delivery through to collection, I personally would not purchase from this business again.
