Michelle shaw, from Dartford in Kent, contacted us to repair one tear on top of the seat cushion of there furniture, we requested a picture and provided a quote on repair, upon quoting we advised this would be a make good repair which is excluded from our warranty due to the condition of the furniture.

Upon arrival we found that a second tear had appeared due to how the leather has been maintained. We undertook the repair to the second tear foc as we was already onsite.

Once completed Michelle was advised how to maintain the repairs and when the furniture can be used, it’s imperative to follow these instructions due to the condition of the leather.

Receipt is provided again advising no warranty along with a copy of the terms and condition all attached to a signed satisfaction form.

Customer contacted us with a issue with the repair where they have removed the finish of the repair, we obviously have the after pictures to confirm was left repaired and in a good condition, we advised the repair come without a warranty due to the condition of the furniture at the quoting state and that a re visit would be chargeable.

The customer has since sent follow up emails weeks later, starting new emails and expecting a different reply, we have replied to every email promptly and professionally, we since got a email advising if we do not offer a free revisit we will be receiving this review, we do appreciate being blackmailed to try and avoid a review, the customer is welcome to there opinion hence the review sites, we like to add a page to our website where we can explain in more detail and add pictures and proof of the real state of play.

Since receiving the review you will see you has also left a review to a Marks & Spencer about the same sofa in 2019, some 7 years ago, where they was advised that they aswell have declined there claim due to the condition of the furniture, so the customer has left the furniture in this condition for 7 years before attempting a repair.

We appreciate it’s not the resolution that the customer is looking for, we was sure when she contacted us that the damage is customer related and then reading the Marks & Spencer review just confirmed our finding.

Michelle shaw
58 West Hill Drive
Dartford
DA1 3EA

07989 280316
stantheman7@talktalk.net