Just wanted to thank your Service Technician, Robert Green. He came to sort out a problem yesterday with a creaking noise on our Waldorf Sofas and has now solved this for us. We were very impressed wi... Voir plus
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Lisez les avis des autres
We have just purchased a new three piece suite from Duresta to replace our old and much loved suite, which was also Duresta. There was an issue with the furniture passport number which led me to emai... Voir plus
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Amanda in customer service was amazing going out her way to help and following everything up in a quick manner. She is an asset to the company and deserves a pay rise! lol
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I contacted the original supplier of the suite regarding the issue and they immediately contacted Duresta. Within a few days Duresta had called me and arranged an appointment with the service team.... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
Duresta has made luxurious upholstery since 1938. Every piece of furniture we produce is designed to take pride of place in any home.
Coordonnées de contact
Duresta Upholstery Ltd, Castlewood Business Park, Farmwell Lane, Sutton in Ashfield, NG17 1BX, Nottinghamshire, Royaume-Uni
- customer.service@duresta.co.uk
- duresta.com
4,4
Excellent
508 avis
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai de 24 heures
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BEWARE of buying a Duresta sofa if you think you’ll ever need it cleaned PART TWO
I posted a review below on my experience with Duresta regarding issues that have arisen after we had our sofa professionally cleaned.
Duresta came back to our review, where they ‘acknowledged’ that their cleaning instructions ‘should have been clearer’ and a long apology on why they have ignored my emails and never returned my calls. The company that will not offer any cleaning advice, advises you to seek cleaning by a third party company and then blames the third party company. It is like a clothing retailer offering no care instructions on a label, then blaming you for how you wash the item! I did seek advice from the outlet store where I purchased who are owned by Duresta for a cleaning company recommendation and I was at no point told to instruct a dry cleaning company only. I was simply told to use a professional cleaning company, which is what I did.
They ignored more emails and after calling yet again today, I have received a response from Duresta, which is completely night and day from the helpful and empathetic response they have given online for other unsuspecting customers to see. They have offered no help and will not be offering any resolution to our ruined Duresta sofa. I have enclosed the response below.
‘Thank you for contacting us here at Duresta. I have taken some time today to investigate your complaint and correspondence so far.
Whilst I am incredibly empathetic with the circumstances surrounding your complaint, it is apparent there is no way to reverse the cleaning process your suite has been through.
I appreciate your comments regarding the information we offer to our consumers for the cleaning of their furniture. The reason we do not supply detailed information to our consumers when purchasing our furniture, is that all our fabrics differ in composition and natural characteristics. We would usually recommend contacting a reputable upholstery cleaning service but would advise that any dealings with companies such as these is at your own risk. We are manufacturers of furniture, but not experts in the cleaning of upholstery.
We are often contacted by cleaning companies to ask for details on the composition of a fabric they have been asked to service, and we happily provide this information, to ensure the best possible care is taken when cleaning the upholstery. The experience you have had with the cleaning company used is nothing short of unfortunate, and this is not a complaint I have had to deal with before.
My advice would be to refer back to the company who provided the wet clean on your upholstery and take the matter up with them. Whilst I understand this response doesn’t offer you any solace or compensation, we are unable to assist in resolving this matter.‘
PLEASE DO NOT BUY from this company. They take your money and run. They will not tell you how to care for your sofa explicitly and they are apparently ‘just the manufacturer’. They are not the reputable company they portray to be and their after sales is nothing short of non existent. We got our sofa a the outlet price, I would be beyond livid if I’d spend the £6500+ on this sofa. There is nothing we can do to not resolve our issue, but we can help others in but having the same issue at least. If you read other reviews, other customers have questioned the lack of care instructions too and I think it is absolutely unbelievable that a company that ‘celebrates luxury’ cannot instruct its customers on how to care for its furniture.
26 septembre 2023
Avis spontané
Réponse de Duresta
Hi Gary,
After your last review, we acknowledged that our cleaning instructions could have been clearer, and we expressed empathy for your situation. However, it's important to note that the issue you encountered arose from the cleaning process carried out by a third-party company, not from ourselves.
The outcome of your sofa's cleaning process is indeed unfortunate, but it's essential to address the matter with the company responsible for the cleaning, as they would have the necessary expertise in addressing any damage that occurred during the process.
While we recognise that our response may not provide the resolution you were hoping for, we genuinely regret any inconvenience you've experienced. As our customer service team mentioned in the above response, we are always happy to let our customers know the composition of our fabrics to ensure they can be cleaned properly. Our goal is to assist our customers to the best of our ability, but in cases where the issue arises from external services, we must direct you to the appropriate parties for resolution.
We take customer feedback seriously and will continue to work on providing clearer instructions to ensure the best possible experience for our customers in the future.
Once again, we apologise for any frustration this situation has caused you, and we hope that the matter can be resolved with the cleaning company responsible for the damage.
Duresta
Beautiful fabrics!
I ordered a set of fabric samples on line and they arrived quickly and beautifully packaged. The fabrics were gorgeous and superb quality. Really good service and lovely products
18 septembre 2023
Avis spontané
Réponse de Duresta
Hi Sue,
We sincerely appreciate your positive feedback! It's fantastic to hear that your fabric samples were promptly delivered and exquisitely packaged. We take great pride in offering fabrics of exceptional quality, and we're delighted that you found them to be gorgeous. Thank you for your kind words regarding our service and products; we're committed to maintaining this high standard. If you ever have more needs or questions, please don't hesitate to reach out. Your satisfaction is our top priority!
Many thanks, Duresta
The most uncomfortable sofa ever.
Very disappointed in my Duresta sofa. The seat and back cushions started sagging many months ago. Plumping them daily doesn’t help and the seat cushions are heavy and awkward to keep plumping and turning around. These are not covered by the guarantee. Advised by showroom where it was bought to buy generic inserts (Duresta ones would be very expensive, no surprise there) but so far I’ve not found anything that really helps. It is the most uncomfortable sofa I’ve ever sat on and definitely not worth the price. I would not recommend or buy any furniture from Duresta again.
17 septembre 2023
Avis spontané
Réponse de Duresta
Hi Carole,
We appreciate you taking the time to share your feedback about your Duresta sofa. We're truly sorry to hear about your disappointment with the sagging seat and back cushions and the discomfort you've experienced. Your comfort and satisfaction are of utmost importance to us.
We understand your frustration with the plumping and turning of the seat cushions. While these specific cushions may not be covered by our guarantee, we always aim to provide the best possible solutions for our customers. Your feedback is valuable, and we'll take this into consideration when reviewing our product offerings.
In the meantime, we recommend reaching out to our customer support team directly at to discuss your concerns further. They may be able to provide additional guidance or assistance in finding suitable inserts to enhance your sofa's comfort.
We appreciate your feedback, as it helps us continually improve our products and services. We're committed to ensuring that you have a better experience with Duresta in the future. Thank you for bringing this to our attention.
Many thanks, Duresta
great company to deal with and should…
great company to deal with and should there be a problem they are there to help you out
4 septembre 2023
Réponse de Duresta
Hi Graham,
We're glad you've had an excellent experience with our service and we hope you are enjoying your new Duresta sofa!
Many thanks,
Duresta
Can someone from duresta please tell me…
Can someone from duresta please tell me why there are no care instructions on their scatter cushions. I have emailed but of course got no reply, I just want to know can they be dry cleaned? Scatter cushions with the coco grand & large sofas.
2 septembre 2023
Avis spontané
Réponse de Duresta
Hi Regina,
We would like to inform you that the Duresta Care Guide is readily accessible on our official website, where it is available for download to all of our valued customers. Additionally, our website features a dedicated "Frequently Asked Questions" section, specifically tailored to assist you in caring for your Duresta Furniture.
Should you find that neither of these resources adequately addresses your inquiry, we have provided a convenient "Still Can't Find the Answer?" form, enabling direct contact with our customer service team. Moreover, you are more than welcome to reach out to us via telephone; our contact number can be found on our "Contact Us" page.
It is disheartening that this issue has led you to leave a one-star review, but we genuinely appreciate your feedback and respect your decision to provide it.
Thanks, Duresta
Delay in delivery, missing items
Advised by Cousins delivery would be 14 to 16 weeks. However it was actually 24 weeks! We think this is unacceptable.
The footstool was covered in different material to that that was requested.
Two scatter cushions had not been delivered. On enquiry Cousins have informed us that this will take up to 4 weeks to be delivered. Which we find unacceptable.
2 août 2023
Réponse de Duresta
Hi Graham,
Thank you for taking the time to share your experience with Cousins. We sincerely apologise for the issues you've encountered with your recent order, as this does not align with our commitment to providing a smooth and efficient shopping experience for our customers.
We deeply regret that the delivery time exceeded our initial estimate. We understand that a delay of 24 weeks instead of the promised 14 to 16 weeks is unacceptable and frustrating. We will thoroughly investigate the reasons behind this delay and work to prevent such occurrences in the future.
Regarding the footstool being covered in a different material than requested and the missing scatter cushions, we understand your disappointment and frustration. This is certainly not the level of quality and service we strive to provide. While we understand your frustration with the additional wait, we want to assure you that we have done our best to rectify the situation as quickly as possible.
We value your feedback and take your concerns seriously. Our customer service team is committed to addressing your issues and providing you with a resolution that meets your satisfaction.
Once again, we apologise for the inconvenience and frustration you've experienced. We appreciate your patience and understanding as we work to make this right for you.
Many thanks, Duresta
Everything just perfect
Everything just perfect. The product itself and the service of "The residentie"
21 août 2023
Réponse de Duresta
Hi Rudi, thank you for taking the time to leave us a 5 star review!
We are glad to hear that you are pleased with your new Duresta sofa as well as the brilliant service you have recieved from one of our retailers!
We hope your sofa brings you many years of long-lasting comfort.
Best wishes,
Duresta
Prompt and professional
Whole process very smooth and professional with delivery in 6 weeks. Visit to your showroom very helpful
30 juillet 2023
Réponse de Duresta
Hi Charles,
We are delighted that you are happy with the service that we have delivered as well as our showroom. We hope you are happy with your new Duresta sofa!
Many thanks, Duresta
We had a sofa for 12 months-cushions…
We had a sofa for 12 months-cushions sag and look awful despite taking care of them and turning every week. Sadly, this company no longer produces quality furniture.
27 juillet 2023
Avis spontané
Réponse de Duresta
Hi Chester,
We are sorry to hear you are experiencing issues with your Duresta sofas. In this instance, as we do not know all the details about your purchase, we recommend that you return to the retailer where you purchased your sofas from, and they will be happy to assist in order to try and rectify this.
Many thanks, Duresta
Disappointing
I have had my suite for 18months now and am totally disappointed. The supawrap cushions which are supposed to ‘require little attention and have the support of foam’ have just sagged like old mattresses, despite turning them every morning since purchase. I called someone out from the store who told me that was normal and I should turn the cushions to have the zips on the outside as well. End result is that it is uncomfortable and unsightly and totally not recommended
25 juillet 2023
Avis spontané
Réponse de Duresta
Hi Jane,
We deeply regret to hear about your disappointment with your suite after 18 months of use. We understand your frustration with the cushions not living up to their promise of requiring little attention and maintaining foam support. It's disheartening to learn that despite your diligence in turning them daily, they have sagged prematurely. We sincerely apologise for any inconvenience this has caused you.
The advice you received from our store representative, suggesting to turn the cushions with the zips on the outside, is a common practice to help distribute wear and maintain cushion resilience. However, it seems this has not yielded the desired results in your case.
We take quality and customer satisfaction seriously, and we are committed to resolving this issue for you. Please reach out to our customer service team, contact details can be found on our website, so we can further investigate your specific situation and work toward a suitable resolution. Your comfort and satisfaction are of utmost importance to us, and we are dedicated to ensuring your furniture meets your expectations.
Once again, we apologise for any inconvenience you have experienced, and we appreciate your patience and feedback as we strive to improve our products and services.
Thanks, Duresta
Excellent furniture lovely and…
Excellent furniture lovely and comfortable and finish to the range. Very very pleased with our furniture. Thanks so much.
28 juin 2023
Réponse de Duresta
Hi Lynn, thank you so much for taking the time a 5 star review!
We are so pleased to hear you are happy with your lovely furniture and its comfortability.
You are very welcome, we hope it brings you many years of long lasting comfort.
Best wishes,
Duresta
Long term living with a Waldorf
I had 2 Ruskin Sofas from Duresta which were excellent and replaced them with Waldorf sofas when they were 13 yrs old and knackered. In comparison the Waldorf appears to have an inferior structure. Ive had the Waldorfs for only a few years now and after the first 6 months the back cushions just flatten down to nothing ,so much so that your feel almost horizontal and are forever re building them. I bought Duresta for its quaity but would not recommend this model as I feel its inferior. Sad really, I used to love Duresta .I wont be buying Duresta again because of this.
16 juin 2023
Avis spontané
Réponse de Duresta
Hi Robert, thank you for reaching out to us.
We are sorry to hear you are experiencing issues with your Waldorf sofas, in this instance we do ask that you return to the retailer where you purchased your sofas from and they will be happy to assist in order to try and rectify this.
Best wishes,
Duresta
Helpful retailer - Smiths
The retailer was very helpful, they had a stock setee which they managed to get in through our french door thereby avoiding the long lead time.
The setee is very comfortable.
7 juin 2023
Réponse de Duresta
Hi Gerry, thank you for taking the time to leave us a 5 star review!
We are so pleased to hear you are happy with your new Duresta sofa as well as the service you recieved from one of our retailers!
We hope your sofa brings you many years of long-lasting comfort.
Best wishes,
Duresta
Thank you for your response but having…
Thank you for your response but having had Duresta sofas and chairs for over 20 years I am aware of the quality and which is why I wanted to re replace with a more contemporary design. The issue appears to be consistent poor customer service in terms of managing customer expectations coupled with disappointing faults. So frustrating when I had decided on a style but unfortunately cannot bring myself to trust my order to you
16 mai 2023
Avis spontané
Réponse de Duresta
Hi JL, thank you for your response.
Customer satisfaction is very important to us and we strive to give our customers a positive experience.
It is a shame to hear that you will not be be updating your Duresta furniture of 20 years with our beautiful new designs, however, we respect your decision and hope you find the perfect furniture for your home soon.
Best wishes,
Duresta
Bad Experience
Update: I ordered Duresta suite last year. I have been now informed that the fabric is being received this month and they will try to cut my suite out of this month delivery. Otherwise, i have to wait for the next delivery of fabric. I hope you will agree that this is very frustrating. Duresta should stop selling unless they are certain that they can source the materials.
2 mai 2023
Avis spontané
Réponse de Duresta
Hi Bobby, thanks for reaching out to us.
We are incredibly sorry to hear that you have had a delay waiting for your order.
We source all our fabrics from prestigious fabric mills, to ensure we are producing furniture of the highest quality. However, we do unfortunately experience delays with supply chains that are out of our control.
We are truly sorry for your experience and completely understand your frustrations. Please be assured we are working tirelessly to deliver all our customers their furniture as soon as possible.
Best wishes,
Duresta
Poor after service!
I spent a small fortune when I purchased my Duresta suite some years ago. The leather is still very good and the frame is very good, however the springs have all rusted and snapped. I would not expect this to happen, I can only think they were faulty, why would springs rust in a dry environment? I contacted Duresta to enquire about sorting this out and got no help whatsoever. Do Duresta sell you furniture and when something goes wrong just dismiss you?
I have just read the reply from Duresta, it is not possible to contact the retailer as they closed down due to retirement? Where do I go now?
Since my reviews above, I have been back in touch with Duresta and spoke to a lady called Lorna, she could have not been more helpful and as a result I have been supplied with the springs needed to repair the suite. I will amend my star rating to take this new service into account. Well done Duresta! I can also recommend a fitter we used to fit the new springs, great service and excellent value.
19 octobre 2022
Avis spontané
Réponse de Duresta
Hi Tracey, thank you for reaching out to us.
We are very sorry to hear you are experiencing issues with your springs. As your contract of sales lies with your retailer we ask that you return to the retailer where you bought your furniture from, who will be more than happy to assist you.
Best wishes,
Duresta
The buying experience was excellent but…
The buying experience was excellent but although the sofas look lovely I cannot yet tell you how pleased we are with them. It will take time to tell how comfy they are going to be. At the moment they are a little firm.
27 mars 2023
Réponse de Duresta
Hi Sarah, thank you for taking the time to leave us such a lovely review.
We are so pleased to hear that you are happy with your experience with us as well as the design of your new furniture. We are confident that they will provide you with many years of long-lasting comfort.
Best wishes,
Duresta Team
Réponse de Duresta
Hi Ellen, thank you so much for taking the time to leave us a 5 star review!
We are so happy to hear you are pleased with the quality and comfortability of your new furniture.
We hope it provides you with many years of long-lasting comfort.
Best wishes,
Duresta Team
Furniture is excellent but the website…
Furniture is excellent but the website registration process was difficult from a smart phone. Revised to 5⭐️ as the website issue is not reflective on the furniture
8 février 2023
Réponse de Duresta
Hi Dave, thank you for taking the time to leave us a review.
We are so pleased to hear you are happy with your furniture!
We are sorry that you experienced difficulty when registering your guarantee on our website, unfortunately this function is best suited to desktop. However, we always welcome feedback from our customers, so thank you for comments.
Have a lovely day.
Best wishes,
Duresta
just not the same compny anymore
I have been waiting over 12 months for my sofa's ,yes 12 months and still haven't arrived . the service is what you would expect from a 3rd world country .
they really don't care what happens and its excuse after excuse , that's if they answer the phone .(THE REP)
i still don't have my sofas and was informed they have not been started finished , i have been lied too 3 times
So this is how it goes
1. 26 weeks delivery
2.due in December 6 months late (didn't turn up)
3. delivery 20th Jan (didn't turn up)
4 we have found a stain and cant deliver , ok send me a photo
5. no photo
6. they were lying and said they are not finished as the material was late ( what 12 months late )
7. no delivery date given
Honestly you couldn't make this up , how can this great company end up like this
26 janvier 2023
Avis spontané
Réponse de Duresta
Hi Christopher, thanks for reaching out to us.
We are so sorry for the delay and for your experience with us so far.
Could I please take your order number and retailer and I will investigate your order for you.
Best wishes,
Duresta
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