CSL Sofas – Complaints!
Submitted by tkey on Sunday 31st May 2009 – 00:00672 Comments
Do you have a complaint about CSL Sofas?
————————————————————————————————————————————-
Are you frustrated about….
poor customer service?
total lack of communication?
false promises?
false prices?
faulty furniture?
failure to deliver on time?
would you like them to be made aware of it?
You can be assured ,
that the powers that be at CSL Sofas ,will read it. (Daily)
Are you looking to buy from CSL Sofas?
Please read Here , Here and Here
Before deciding to buy anything from them.
The latest 20 comments are shown below
To view earlier comments click ’show all’
or click on the page number.
Please feel free to add your comment.
(all comments are moderated,please be patient.)
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June 19th, 2009 at 23:15
In Response to K.Edwell comment 648 & 650
Hi Mr Edwell
I believe your Castillo sofa if my memory serves me correct (not often i am wrong)
is manufactured by an English supplier called “Furnico”
Furnico do Not Have a Website as such but their address is as follows.
Furnico Ltd, Bradford House, Phillips Lane, Colne, Lancashire, BB8 9PQ.
You may be able to get a Telephone Number for them through 118 118 or similar services.
The reason I am telling you this is for the following reasons.
(1) Dependant on how long you have had your sofa
it may be still be under Manufacturers Warranty
and you may get a direct Replacement if that would be a satisfactory conclusion ?
(2) If it is still under Manufacturers Warranty you may have better luck
dealing with the Manufacturer Rather than Csl.
(3) The threat of dealing with the Manufacturer Directly
to whom ever your dealing with in “Csl Customer Services”
may make them reconsider their Options
and give you the upper hand in bringing your complaint to a speedy resolution.
As said in Previous Posts remember when Dealing with Csl
allways send any correspondence by recorded delivery
giving them 14 days to respond also keep copies of any related documents
as this will only strengthen your case and make your fight that little bit easier.
Never Cancel your Credit Agreement (Finance) if you have not Paid Cash.
Mr Edwell you seem determined to find a resolution to you Csl Nightmare
and I imagine you will see it through to the County Court System
to make sure you get a satisfactory outcome.
So stick with it and do not be pushed around or fobbed off by Csl
as your sofa is clearly not fit for its purpose i.e “Sitting On”
Good Luck & All The Best In Your Fight
Former Csl Employee
June 19th, 2009 at 23:35
is cyril stubbins the director of this company??
if so let me know.i would like to bring him down.
we could arrange a rally of complaining customers, right outside his home.
June 19th, 2009 at 23:43
In Response to Fred Comment 640 and Myself Comment 643
Hi Fred regarding the 14 Days Delivery
I have just had a good look on Csl’s Website
and as I suspected in comment 643 it turns out i was correct.
Csl are only offering 14 days delivery on Selected Items.
The Items they are Offering 14 days Delivery on are all “Quick Stock Items”
The sofas are from both UK Manufacturers and Chinese Manufacturers
i could break them down individually from this link http://www.csl-sofas.co.uk/express-delivery
but thats time consuming and boring reading so to cut it short.
All the Fabric Sofa’s are made by Charter Furniture
excluding the Veyron & the Brisbane (Premier Furniture Co).
The Leather sofas are all Chinese made by either Premier Furniture Co or Violino
all the reclining suites are made by Premier Furniture Co
as is the Toledo Jakarta Metis Durham Nevada & Dalton.
The rest are violino
Regards
Former Csl employee
June 20th, 2009 at 09:38
Thanks everyone.
I will definitely NOT be purchasing any furniture from CSL!!!
I hope you all get your money back.
Thanks again.
June 20th, 2009 at 10:22
In Response to Joanne Murphy Comment 652
Hi Joanne in response to the further information you have given me
“The Top Layer Of Leather Is Peeling Off”
During Manufacture Leather will go through various chemical processes
prior to the leather then being sprayed by pigment (i.e a flexible rubber like paint when dried)
This then will be sealed in using a clear coat lacquer to give added shine and protection.
When the Csl technician attends at your property Do Not take the usual and most commonly heard term
that they are instructed to say “Its Wear & Tear” as an explanation for your sofa’s Problem.
It is quite clearly a “Manufacturing Fault”
There is only two things during Manufacture that would lead to your fault
“The Pigment Is Peeling From The Leather”
i know i have changed your statement as this is what is actually happening.
the following 2 reasons are why this would occur.
(1) During Manufacture the Various chemical processes the leather will go through to give a
good base to spray the leather in its destined colour have failed hence the colour Lifting (peeling)
(2) During Manufacture the leather has not been sealed correctly with a clear coat lacquer
to give the coloured leather protection.
i.e The Coloured Leather if not sealed Correctly will absorb Moisture
such as sweat spills grease from fingers hair etc etc and the Pigment will peel.
As you can see either way it is a Manufacturing Fault
so do not be bullied or harassed into accepting any other Explanation.
My concerns with accepting any repairs on your Specific Problem
is if the technician attends your property and sprays and seals the affected areas
and you are happy enough with that.
Then 6 months down the line another area starts Peeling and you are back to square one
(which is quite likely to happen if the leather has failed various processes or not been sealed correctly).
Personally i would request a Replacement Sofa if your happy to go down that road
or to seek a refund
but be prepared for a fight if you pursue this latter action.
Hope This Helps
Former Csl Employee
June 21st, 2009 at 14:01
Former Csl Employee
Post Number#653
The suite is made by furnico.
I have been informed by Trading Standards that my contract
is with CSL and Black Horse (the finance company).
I will be submitting a claim in the County Court via HMCS Money Claim Online
as soon as the 14 days are up.
I am sick of being telephoned by CSL
when all they do is repeat “parrot fashion” the same thing,
despite me telling them not to phone me and cause me stress
as I have had a Stroke and I am disabled,
I asked them to put all correspondence in writing but CSL refused!
What sort of TIN POT Company refuses to confirm things in writing?
That in itself says a lot!
CSL SUCKS
Watch this space & wish me luck & Justice
June 21st, 2009 at 14:09
Forgot to mention;
I have also contacted WATCHDOG
June 21st, 2009 at 18:17
Hi
Does anyone have or know much about the Akira 3 + 2 recliner
and where it is made and whether it is anygood?.
I was thinking of getting this in Bison Red.
Its the best one we have seen but having read comments
I am a bit concerned.
Thanks
June 21st, 2009 at 22:33
In Response to K.Edwell Comment 658 & 659
Hi again Mr Edwell
it seems like you are a single minded fellow and are not going to be pushed around by Csl.
I can only hope every thing works out for you and that you get your desired resolution.
All The Best & Good Luck
Former Csl Employee
In Response To Darren Comment 660
Hi Darren
the Akira 3 & 2 recliner suite you are referring to are Manufactured In China
by a company called Premier Furniture Co.
My Advice to you as it has been with many others on this site regarding any of the cheap
sub standard “Chitalian Leather” that Csl import is to “AVOID AT ALL COSTS”
You may think that I am being a little harsh in saying this but in all fairness
i am trying to save you one of the biggest head aches your ever likely to encounter.
If you read some of my previous posts you will notice i have continuously Advised People
not to take these Chinese Import Sofa’s on Face Value.
As i have been in a position where i have the handled encountered and repaired
numerous faults on these Sofa’s
I can tell you with %100 conviction that
Not exactly what you would call Handcrafted or Quality Workmanship
All that along with the Problems of twisted reclining mechanisms & the leather peeling as they
have either failed several chemical process or not being sealed correctly at time of manufacture.
In All Honesty Mate
Save Yourself The Grief
Shop Else Where
As %95 of all Csl’s Leather Ranges Are Imported From China
Kind Regards
Former Csl Employee
June 25th, 2009 at 07:07
Does anyone know where I can get an e-mail address for the director of CSL?
I refuse to deal with their agents anymore,
yet they wont provide me with details of how to take my complaint further!!
Thanks
June 25th, 2009 at 08:23
15 mins ago took delivery of a two seater ontario
and a three seater ontario suite in buckskin brown
and guess what ………
it has come white marks which I did not spot until the delivery men had left -
boy are they quick,do they try to get out before you can spot any problems.
Any advice on the best way to proceed.
June 25th, 2009 at 15:07
In Response To P Munslow Comment 663
Hi there P Muslow
your Ontario Suite Is Manufactured In China By Premier Furniture Co.
I am Telling You This Just In case you were told at Point Of Sale
that it was Italian Or European Manufactured.
If that was the Case you have been lied to at the point of sale
to Obtain Monies and that is obtaining Monies By Deception.
I’m sure if that was the Case the threat of Pursuing Csl Through The courts
for this would Ultimately Ensure You A Full Refund
and the Furniture Removed From Your House.
If this is not the case I do believe Unfortunately you are Required
to Give Csl a Chance to Rectify The Problem
either through a Repair Or A Replacement.
Do not Take This As Gospel thats just what I am inclined to believe
May Be Fred On The Help Desk Can Clarify This ?
The White Spots You Are Referring to,
Your suite is Buckskin so Its Like Suede ?
Could the marks you are referring to be Sticky Tape Marks
from when the Suite was Packaged ?
Its a Problem I have seen Many Times Working At Csl
and if it is that I would not worry to much as its simple enough
to Clean Off using Orange Cleaner.
In all Honesty I do not Want to set the Alarm Bells Ringing
But Check Out My Previous Comments Regarding Premier Furniture Co’s Sofa’s
and You Will See I Have Labeled It As
Cheap Sub-Standard Furniture Of Poor Build Quality.
Your Only Option At The Moment May Be To Write To Csl “Customer Services”
Explaining Your Problem and at least give them the chance to Repair
or Replace Your Sofa
To Your Satisfaction Obviously and see how that Transpires.
Do Not Cancel Your Credit Agreement If You Have One
Communicate With Csl Via Recorded Delivery At All Times
Giving Them 14 Days To Respond
Keep Copies Of All Communications
And Do Not Be Fobbed Off By Them
Until You Have Brought This To A Satisfactory Conclusion For Yourself.
Kind Regards
Former Csl Employee
P.S Fred On The Help Desk May Be Able To Offer Some Good
Alternative Advice As He’s A Very Knowledgeable Guy.
June 26th, 2009 at 21:05
i am so disgusted with the customer services and aftercare team at csl,
they have been so rude and unhelpful towards me,
i wish id never even bought my sofas from CSL.
we bought 2 oasis sofas xmas this year,after 2 months we started to notice
one side in particular that when you sat on it you were sat so low down (15cm at least)
lower than the person sat on the other cushion.
we have hardly used these sofas and are not heavy people to have done any damage,
however when a technician came out he said that there was a problem with the cushions
(they had sent thinner fillers in than they should have been).
we were very glad to be made aware of this ,however this wasn’t the actual cause of the problem,
its the way the base is sinking one side more than the other.
a few weeks later the new fillers arrived and were obviously much better but as i repeat ,
this doesn’t solve the problem of why one side of the sofa is much lower than the other
and now the other sofa is starting to do the same as time is going on!!!
after countless telephone calls to csl i was told that the technician who came with the fillers
said there was nothing wrong with the base,even though he didn’t open the sofa or anything
and if i wanted another technician to come i would have to pay £50
cos I’m obviously wasting their time!!!
i have explained to them so so many times the problem and have explained
that we are not happy after 3 months that both sofas are like this and are getting worse,
so i told them im happy to go to the store
(where the oasis sofa displayed is a much tougher base than ours)
and perhaps exchange it for a better quality one,even if this means we have to pay more,
the price is not the issue here,we just want a sofa that’s not deteriorating.
anyway my last conversation was that i told them im going to stop the direct debit,
demand a refund of whats paid up to now and to collect the sofa when that’s done.
when i told them this they told me i could get another technician to have a look
but at a charge of £50 which i wont do.apart from the principal of it all ,
what happened to this so called “unique 5 year guarantee”
which covers framework,all parts of suspension etc.
as i write this I’m still left with no answers and feeling very stressed about it all ,
I’m prepared to be civil and to exchange it for a better quality one
but as of now that’s not an option for them,
please give me some advice on what i can do next.
i just want it sorting out and to have a good quality sofa that performs how it should.
RSVP
June 27th, 2009 at 13:08
Thank you Ex.Csl for those kind words,
CSL appear to be getting worse, if that is possible ?
Right lets add my advice,
Firstly to Lauri Davy,
I’m sorry to be the bearer of what may seem more ‘bad news’ in your quest
to get your delivery of Chinese scrap to your home sorted out.
The problems you are having, whatever they may be ?…..
it would be best really to put together a letter and submit it to us
with the list of your complaints against these people.
The reason being, the Managing Director is Mr Jason Tyddesly or should that read tiddly ??
not sure as he is often in a confused state, but not when it comes to making false statements
and claims about his often rubbish furniture, he is impossible to contact,
but early on in this website blog Tkey started,
he decided the best way was to actually submit a letter to our pages,
In it he claimed to have a very responsible job
with millions of customers to deal with throughout the country,
he also claimed he disputed some of the letters that were posted on here,
going so far to say they were in fact false letters and claims,
he then went and asked his website designers to build a totally false website,
which was intended to hit back at the Tkey owner and myself
claiming us to be unstable or off our heads, on a quest to make up stories,
he then contributed letters to his OWN PAGES under an assumed name,
making out that Mr Tkey and myself had some mental problem
because we complained about CSL furniture.
What he never realised was – we watched him building the false website
and put his OWN LETTERS ON THERE….
we knew then he was not of sound mind
and determined to make himself very rich
at the expense of the good people of this country.
Now, there is therefore very little to be achieved by trying to contact him,
you have NO CHANCE whatsoever,
write to us first,
tell us your problems,
we will advise you how to deal with this AWFUL COMPANY……
we WILL TELL YOU how to take your claim further,
we WILL TELL YOU how to take your claim to Court,
we WILL TELL YOU how to start the process of getting your money back within certain conditions !
which we will clarify if you first of all tell us, this is your chance now…
the key to the whole world !..
get writing.
Regards
Fred
June 27th, 2009 at 13:38
Now to P.Munslow, sorry don’t know if we are addressing Mr or Mrs ?
You are at this moment of time in quite a good position, no matter what you might feel right now,
having spent all your money on a product which quite clearly not of the quality you expected.
Unless of course the model you saw and no doubt sat in the Showroom had fabric with ‘SPOTS’
Have to ask Ex.Csl here… are you aware of any of the CSL fabrics or even leathers that have ‘SPOTS’ as I don’t.
Mr or Mrs Munslow…..you have a choice to be made….
are you so disappointed (which you are bound to be)
with your furniture delivery from this awful company CSL….
that you wished you’d never bought it and would prefer to see it out of your home.
Or would you like to go down the road of CSL rectification
and the beginning of the Fairy Tale of the Millennium
( as many other CSL customers do) if you do like Ex.CSL says
you may wish to go along the path of ‘giving them a chance to sort it out’…
which will entail a CSL appointed Technician coming to your home,
usually they will say a time which is around 12 to 14 days from the delivery date,
that is done for a reason so that you then have little chance of ‘REJECTING’ the product(s)
and so starting the pretend attempts at rectification.
I’m sorry but after so many years of dealing with this awful company through this TKey website,
I’m not of the opinion that the Technician path is worth it,
as usually they (CSL) totally ignore what the Techie says,
or they come up with something that is your fault, or as in the case of fabric cushions -
if you don’t plump them up enough each day,
you are charged with ‘neglecting your duties to your sofa(s).
They sometimes go so far as almost suggesting that by sitting on your sofa
in an unusual position you cause damage to the sofa !
There are many cases on here that prove that.
The problem you have is marks or spots which we can’t see or even visualise what they are,
whatever you do – DO NOT ATTEMPT ANY SORT OF REMOVAL -
AS THIS WILL GIVE THEM THE CHANCE TO INVALIDATE WHATEVER WARRANTY THEY HAVE…
and beware as their warranty is very restricted and does NOT COVER ANY COVERINGS AT ALL,
it only covers the framework of the sofa.
I’m also very sorry to say that to confirm what EX.CSL has stated,
you have probably in my personal experience, received furniture from the worst possible CHINESE source.
Mine fell in bits and I never went down any path other than
DOING WHAT I THOUGHT WAS RIGHT – DEMANDING AND GETTING MY MONEY BACK and
GETTING THE RUBBISH REMOVED FROM OUR PROPERTY WITHIN 7 DAYS.
This course of action must be taken within the first 7 to 10 days or sooner,
I was lucky because I took photographs of the interior and was shocked to find -
hardboard, cardboard, broken chipboard and worst of the remains
of a splintered chunk of plywood making up the frame,
with the leather stapled (sometimes) with hundreds of staples causing splits and rips,
all of which in my mind meant one thing only – to GET RID QUICK.
If we can help we are always happy to do so, our advice is FREE
and if you have the time, to read most or all of the letters on this TKey site,
you will soon come to a conclusion about what you have been sadly lumbered with…..
but it is not to late to do something about it.
Finally if you feel that the sofa(s) you have received are not the same as the one you sat on,
if the material is not the same as what you saw and ordered,
if the sofa(s) do not match the first initial description, within reasonable acceptable grounds,
you will most probably have a claim for rejecting them under the SALE OF GOODS ACT….
on the basis of ‘not fit for the purpose intended’ or ‘not as described or seen’
We can help, so don’t hesitate to contact us….
Regards
Fred
June 30th, 2009 at 16:31
I bought a leather 3 seater settee and a chair from csl for £1500.
It was delivered in february this year.
Within one week the chair had puddled badly on the seat .
I contacted csl and they sent out one of their technicians who said there was nothing wrong.
He didn’t even sit in it.
I have been to the tradings standards and they took the case up for me.
csl still insisted there was nothing wrong with the chair and it must be due to the way I sit in it
and advised me to rearrange the furniture in my room.
So I paid £95 for an independent report which also said the chair was faulty.
Still csl said there was nothing wrong with the chair
and would not come out to see the chair again – which had got worse.
So I got the chair repaired by a professional upholsterer company for a cost of £125.
They repacked the chair seat and tightened the springs.
I have just informed csl and gave 1 weeks notice of my intention to seek a refund of costs incurred.
This was after seeking further legal aid from a solicitor.
I wrote a letter to Mr Tyldesley explaining the situation and that I was a pensioner
who recently nearly lost her daughter in childbirth and so have had many worries and could he help.
He did not have the courtesy to reply and the reply from the complaints dept.
was ’sorry you felt it neccessary to complain
and by the way you have now lost your warranty on the chair’!.
Still unwilling to refund the costs or admit a fault on the chair.
So in my opinion I have been forced to repair the chair
as csl have refused continually to re-inspect the chair
or listen to a professional upholsterers report over a period of 6 months.
I wish I had gone to dfs!
and feel sympathy for the many who go down this road.
Will let you know how court case progresses.
July 1st, 2009 at 02:23
Having read the complaints about CSL
I am desperate to cancel my order which is due to take place sometime in August.
I have only paid £250 deposit and taken the rest on a 2 year interest free credit agreement.
What can you suggest
July 1st, 2009 at 14:15
Can you advise me how to contact “Fred on the Helpdesk”
as there does not appear to be any link for this
From Tkey:
I will forward your email address to him.
As contrary to popular belief “fred” is not me.
July 2nd, 2009 at 10:35
FOR THE ATTENTION OF – EX.CSL EMPLOYEE.
Please can you confirm the source of manufacture for the ‘ELLE’ sofas, in Green please,
you can post your response on here.
Thanks
Fred
July 3rd, 2009 at 19:30
There is hope everyone!!
I bought a Fiori Corner Group from CSL back in February and took delivery on the 2nd April this year.
I asked the delivery lads to leave it wrapped
as i had a decorator on the premises and i didn’t want to get paint on it.
When the decorator left, about an hour and a half later i unwrapped the Corner Group
and was horrified to see that there was damage in several places.
I phoned CSL straight away to complain and request a replacement.
They offered to send a Technician out to view the damage to see about a repair….
After a long and heated argument about this, as wanted a replacement not a repair,
I was asked to send an e-mail, with photos if possible. so i did.
CSL then agreed the following day that the damage was “Wholly unacceptable”
and they would order a replacement.
I accepted this offer, even though there was a 12 week lead in time.
The original was collected a week later and loan furniture was delivered at the same time.
On delivery of the loan furniture the delivery team managed to push the foot of it
through the skin of the living room door.
To their credit they said straight away not to worry and the damage would be put right,
i was happy with this… accidents do happen after all. I said that the repair could wait until the
replacement furniture was delivered as i didn’t want to chance the door being damaged again.
12 weeks passed and the CSL Lorry arrived with my new corner group.
the first piece came in which i inspect very closely, then the delivery guy comes in and say
“your not going to believe this!” Guess what…..
the second piece had a three inch tear about half an inch wide in the back of it.
So onto Customer service we go and i was asked what they could do to put it right,
so i told them that if they could get me a replacement the following day then they still had the sale….
No there were none available and i would have to wait another four weeks…….
No way Hose. So i told them that i wanted a refund.
Well several phone calls then occurred between myself and CSL Customer services,
with me asking to speak to the Customer Services Manager, who would not speak to me.
I had a call with a jumped up arrogant person called Mike,
who, after much discussion about whether I had time to inspect the original furniture and
“I had to give them an opportunity to put things right”….blah blah blah, well,in the end he told me
“We will not be progressing this any further as you have had a service from CSL
by accepting loan furniture.”
I then informed him that CSL had failed to deliver a product that met with my expectations
and i would be seeking a refund through the small claims court.
I wrote to them (recorded delivery), sent enclosures of all the documents I had from them
and all the e-mail correspondence between us and gave them 7 days to respond in writing.
I also sent a copy of the letter to the fianance company.
The following week i had a phone call from CSL, a lady called Sam,
i did tell her that i didn’t want to have the conversation and to contact me in writing,
but she won me round and i listened to what she had to say,
It was like speaking to an entirely different company,
she was very apologetic and sorry for the experience i had had and did i want anything other than a refund,
to which i said No all i wanted was a refund.
She asked me for a few days so she could speak with her manager and she would phone me back.
A few days later a guy called Paul “phoned” me, he to was very apologetic and confirmed that i would
receive a refund in full and the credit agreement would be settled by CSL.
I have now received the refund and the credit agreement has been settled.
Still not received ANYTHING in writing from CSL though.
S0 remember everyone, if you know your right, stick with it and you will win through.
It is such a shame that such a professional looking company like CSL let this sort of thing happen.
They need to remember that there is such a thing as word of mouth and there reputation will suffer from it.
On a humorous note
does CSL stand for, Crap Sofas Limited or maybe Customer Service Lacking!!