After Sales Service Is Possibly the Worst in Industry
Complaint
Tom
Country: Italy
We bought a Chateau D'Aix White Pleiade 3 seat sofa-bed in July 2011. It is now July 2012 and we are still waiting to receive our white sofa.
Let me clarify, the dealer of Chateau D'Aix in Italy where we bought the sofa delivered us a Pleiade sofa-bed approx 1 week after we paid for it, but in a lovely peach colour, and so clearly not what we purchased.
Since then we have been talking to that dealer and to Chateau D'Aix headquarters to have the issue resolved. Below is our story, which is a master-class in incompetence. My recommendation is to stay away from Chateau D'Aix as their after-sales service borders on the ridiculous and can only be a source of immense frustration for anybody buying Chateau D'Aix sofas.
After we complained to our dealer about the wrong colour of our sofa they passed our message onto Chateau D'Aix Italy for resolution. The company's response was to send out an 'upholsterer' who would exchange the peach coloured fabric for white on site. Of-course because it was the middle of summer in Italy, it took three months for that upholsterer to arrive and when he finally made it he brought the wrong sized replacement fabric.
Another call to the dealer and Chateau D'Aix to complain, another promise to send out an upholsterer to replace the fabirc on site. This new upholsterer arrived in Jan 2012 and low and behold brought the wrong sized replacement fabric with him.
Another call to the dealer and Chateau D'Aix to complain, another promise to send out an upholsterer to replace the fabric on site. This new upholsterer arrived in Jun 2012 and low and behold brought the wrong sized replacement fabric with him.
Another call to the dealer and Chateau D'Aix to complain, another promise to send out an upholsterer to replace the fabric on site. This time they didn't even bother sending an upholsterer (July 2012), they just sent the delivery van guys who were on their way to deliver a Chateau D'Aix sofa to some other poor unsuspecting individual. Low and behold the van guys brought the wrong sized replacement fabric with them.
So after almost exactly one year we still don't have the white sofa we paid for and are sitting on our peach coloured dream trying to understand how difficult it must be for an international company to match the model number of their sofa to the replacement fabric in their warehouse.
There is no other offer of resolution on the table at present except to keep sending out endless streams of upholsterers to re-upholster the sofa. So we are resetting our expectations to finally receive our white sofa right around the time the five year warranty expires.
Let me clarify, the dealer of Chateau D'Aix in Italy where we bought the sofa delivered us a Pleiade sofa-bed approx 1 week after we paid for it, but in a lovely peach colour, and so clearly not what we purchased.
Since then we have been talking to that dealer and to Chateau D'Aix headquarters to have the issue resolved. Below is our story, which is a master-class in incompetence. My recommendation is to stay away from Chateau D'Aix as their after-sales service borders on the ridiculous and can only be a source of immense frustration for anybody buying Chateau D'Aix sofas.
After we complained to our dealer about the wrong colour of our sofa they passed our message onto Chateau D'Aix Italy for resolution. The company's response was to send out an 'upholsterer' who would exchange the peach coloured fabric for white on site. Of-course because it was the middle of summer in Italy, it took three months for that upholsterer to arrive and when he finally made it he brought the wrong sized replacement fabric.
Another call to the dealer and Chateau D'Aix to complain, another promise to send out an upholsterer to replace the fabirc on site. This new upholsterer arrived in Jan 2012 and low and behold brought the wrong sized replacement fabric with him.
Another call to the dealer and Chateau D'Aix to complain, another promise to send out an upholsterer to replace the fabric on site. This new upholsterer arrived in Jun 2012 and low and behold brought the wrong sized replacement fabric with him.
Another call to the dealer and Chateau D'Aix to complain, another promise to send out an upholsterer to replace the fabric on site. This time they didn't even bother sending an upholsterer (July 2012), they just sent the delivery van guys who were on their way to deliver a Chateau D'Aix sofa to some other poor unsuspecting individual. Low and behold the van guys brought the wrong sized replacement fabric with them.
So after almost exactly one year we still don't have the white sofa we paid for and are sitting on our peach coloured dream trying to understand how difficult it must be for an international company to match the model number of their sofa to the replacement fabric in their warehouse.
There is no other offer of resolution on the table at present except to keep sending out endless streams of upholsterers to re-upholster the sofa. So we are resetting our expectations to finally receive our white sofa right around the time the five year warranty expires.
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