Nantucket sofas - multiple faults & poor quality

M&S Furniture Reviews - marksandspencer.com
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Guest's review of M&S Furniture Reviews - marksandspencer.com

“Nantucket sofas - multiple faults and poor quality”

★☆☆☆☆

written by on 09/02/2023

I took delivery of two nantucket sofas and immediately noticed multiple issues(puckering of material, wonky seams, creases in upholstery on side and a hole in one of the cushions caused by a nail sticking through.) I immediately raised this and was told to send three photos to their claims assessors at Castelan. As there were more than 3 faults it was impossible to properly represent the issue. Nevertheless, Castelan 'rejected' the claim, stating that this was normal wear and tear (despite the fact the sofas were less than a week old). After much wrangling, many frustrating calls to M&S customer service, and a visit by a very brusque and officious assessor from Castelan (who suggested ordering a new cushion cover as a remedy), I have arranged to return the sofas and will not be ordering any other furniture from M&S.

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