Duresta Avis 508

After 11 months of waiting for my 2 Duresta sofas, I cancelled the order with the retailer who luckily gave me a no-quibble refund. Something is not quite right with Duresta to be operating so poorly.

If I could give zero stars then I would. Ordered sofa end of December 2022 , we were told at the time 17 weeks but allow 20 weeks. We still do not have a sofa. The company we have ordered it from have been useless at keeping us updated and blame that on Duresta. We were told the £5k sofa we have ordered would be here in May. That didn’t happen and we had to chase up what was going on to be told it would now be September. As you can guess it’s still not here and now they have said end of October but can’t actually guarantee anything. This is absolutely disgusting. Duresta should not be taking on new orders when they clearly can’t honour them. Had someone been honest with me at the start I would have never ordered the sofa and also not had my living room redone ready for it to arrive and have me and my kids sitting on the floor! Further more the company we ordered it from have had £1000 deposit off me that’s been sat in their bank for over 9 months instead of mine. I will never order a Duresta sofa again and would strongly advise against other people doing so. Complete joke of a company.
* Update 15/11/2022 still haven’t received our sofa. Been given more delivery dates that have come and gone. This is absolute disgusting customer relations.

I really didn’t want to write this review . I’ve been trying to get a response from Duresta prior to writing but I’m going round in circles with them.

Ordered in January 22 and now 10 months in still no idea when my furniture will arrive.

I feel so sorry for the independent retailers who have to deal with the ongoing saga from this company. Small independent people struggling to run a business whilst being handed false information over and over. Wasting their time chasing Duresta to pass information to very dissatisfied customers. In fact that’s the only reason I haven’t cancelled my order because it’s not fair on them.

My original delivery date was in May, which was a while but as it was what I wanted I accepted. I then received an email from the retailer saying that Duresta had delays and it would now be more like September. I was disappointed but understand we are living in very odd times. But what really got me was the May 2022 newsletter from the company director stating that because of this deliveries are now taking between 22 & 26 weeks. That’s between 5 & 6 months and is utter garbage and I believe false advertising although I will check with trading standards.

I’ve sent several emails to Duresta today including to the director and I’m just not getting anywhere, going round and round in circles. I’m immensely frustrated at being told false information and I wish I’d never gone with this company.

I’ve rated the company one star and as the issue progresses I will further update this review to hopefully help others in the same position as myself.

25/05 Contacted director Clive Kenyon- Brown, out of office holiday reply.

14/06 Contacted director Clive Kenyon-Brown, no reponse.

5/09 Contacted director Clive Kenyon-Brown, response but no apology just denial of receipt of previous emails and passing to ‘Lorna’ as matter of urgency. Details sent to ‘Lorna’ but no response. Showroom team reply saying ask the retailer. Retailer unable to get update.

7/09 Still waiting for response/reply from Duresta. No email from ‘Lorna’

15/09 Responding to reply from Hannah, with all due respect what has your false advertising on lead times and ALSO false amended lead times got to do with the retailer ? I know you won’t have the decency to reply, if your MD can’t be bothered it works it’s way down from the top.

22/09 Still no response or email. Not feeling particularly reassured by how seriously it’s being taken, but to be honest I never expected a reply anyway!

07/10 No contact from Duresta and no furniture. Absolutely appalling company.

I didn’t even want to give Duresta 1 star as this is one too many! The service and commitment to the customer is nonexistent, Duresta are the worst Company I have ever dealt with, and once this nightmare is over will never recommend or buy from them again. When will I ever get my 2 sofas and footstool?

The furniture is lovely and beautifully made.
The delivery men were professional and courteous.

Your product is fabulous but manufacturing time is far too long. We waited a year with little communication or feedback for Duresta. Good job your sofas are always wonderful!

I placed the order and was told that it would be a wait of 24weeks. Its now 10 months and still no delivery. Duresta's website 'apologises' for the current delays and states that there is a wait for 'new customers' of 24 weeks. .... 10 MONTHS and IM STILL WAITING. Where is it Duresta and why can't you be more honest?

Customer from Love home, Dunmow. ( I feel sorry for the Love home shop because Duresta reflects badly on their company)

So desperately disappointed. Having waited 20 weeks for our new sofa- probably the most expensive we have ever bought at £3,600 it had problems right from the start. The back cushions do not align, there is no support in the middle of the seat cushions making it dip so much ,it's impossible to get out of. The retailer has excellent reviews, but minimises the poor quality driving us to despair. Were this John Lewis or Marks and Spencer there would be no question of them taking it back- so beware! Duresta say we must go back to the supplier- as if we have not already done so! Somerset.

Where do I start, in 2019 we bought 2 sofas costing £6k! Beautifully aesthetically appealing sofas absolutely confident they would last typically longer than the likes of DFS etc.

How wrong was I. The sofas we purchased cannot be cleaned even with a dry only clean, this is because the fabric they use contains over 68% viscose.

We had 8 independent cleaners come out to look at the sofas and they wouldn’t touch them.

Contacted Duresta and I was not impressed with their attitude and lack of awareness of the fabric they use.

No one actually called me as I had asked and unable to find a phone number on the website, I contacted them via social media. I waited and waited for a response but eventually I did get a reply.

I then received communication via SMS, not what I was expecting but still it was something. I provided a list of the companies I had contacted about cleaning the sofas. The representative at Duresta offered to send me a piece of fabric that I could ask the upholstery cleaners to try to clean.

One guy came out and the fabric went orange immediately and the texture and structure visibly changed!

Reported back to Duresta who said they had done a Google search and arranged for a local cleaning company to come out to look at the sofas and see if they could clean them (at our cost) but unfortunately I was stuck at work and couldn’t make it for the appointment. I did try to re arrange but the cleaning company never came back to me with alternative dates. They did tell me though that they did not touch Viscose so pointless them coming out as it’s the same as outcome as the 8 companies I had tried.

How can a company selling high end sofas, sell something that cannot be cleaned, it’s and absolute disgrace.

Now we are left with sofas that cannot be cleaned and feeling hugely let down by what we thought would be a reputable company with excellent customer service.

We are now considering what further options we can take as we are not prepared to let this go.

from start to finish every thing was brilliant the delivery guys were very pleasant and they took all the packing back with them. the sofa looks lovely i,m very happy with every thing.

Bought fabulous sofas from Duresta, trusted the company when it was delayed due to lockdown.
The sofas sat covered up whilst we refurbished, we have plenty of evidence photos, video to support our home refurbishment and timelines. The sofas were delivered late July, sat on them for 2 hrs Boxing Day, when whilst sat on the floor I noticed two small holes a flaw! Called the retailer, out came an assessor “ oh yes that is a flaw, but you have noticed it too late, Duresta will not help you with this they just will say too late” “but it is a flaw oh yes”.the report back claims we had damaged the seat not we he said to us! I called our retailer confused and I asked him to speak to them for me,they finally offered a half price seat cover as a replacement. So I have to give them more money, so then I can have a flaw less sofa WOW!!!!!Where is the customer service? The personal touch,the trust of the customer. Big claims of workmanship, durability, would you not think. You would think they would do everything they could to help and keep their reputation.Absolutely not,so if you do not notice a flaw in a timely fashion,no help from Duresta,Disgusting service, make sure you get a magnifying glass and check every inch because flaws and holes get bigger over time and cause issues, and as if you find things straight away, it takes time to see things especially with velvet as the material naturally moves.

We had to wait a long time for our large sofa and large reading chair, but it was well worth it. Beautiful craftsmanship, looks wonderful and so comfortable. Could not be happier, even after such a long wait.

Absolutely worth the wait!
Beautifully made and finished to a very high standard.
I would personally like to thank Lizzy, Chan, Fred, Simone and Carolina for their excellent workmanship and diligence in producing these items. They will be much appreciated and loved. Thank you

Absolutely awful service. Would never buy Duresta again

My wife and I ordered 2 Duresta sofas (one large 4-seater and one small 2/3-seater) from Stokers in Chester in September 2021 and the sofas were delivered in March 2022.

We ordered the 2 sofas exactly as they were on display in the showroom having liked the upholstery and tested them for comfort. Both sofas were of the same style and both came with Supawrap cushion fillings.

However, almost immediately after delivery, we found that any extended length of time sitting on one seat cushion of the large sofa resulted in quite significant discomfort and backache. Both cushions appeared softer than on the smaller sofa (which was comfortable and remains so to the current date), but one cushion appeared much softer than the other on the large sofa.

Within 2 days of delivery we reported the issue to Stokers who arranged for their own technician to inspect the sofa for any defects. The technician arrived towards the end of March and, after checking the labels on the Supawrap cushion fillings for consistency and then briefly sitting on the sofa, declared that the phenomenon was simply regular cushion compression. He refused to entertain our explanation that we experienced the phenomenon within a day of delivery (so how could regular compression have occurred so quickly?) and also dismissed our observation that one seat cushion was softer than the other.

In late April, Stokers sent a letter explaining the technician's findings and declaring there was no fault on the sofa. Not satisfied, we again contacted Stokers who passed the issue on to Duresta to perform its own inspection of the sofa. The Duresta technician arrived in late June and, after sitting on the sofa, was immediately more sympathetic to our observations, confirming that, for him, the sofa was indeed not comfortable. However, he also did not find any defect in the construction of the sofa, but gave the opinion that the discomfort was a combination of the design of the sofa and the softness of the cushion filling (both sofas have a raised padded lip at the front edge which is probably intended to compress when sat on to give a level seating platform, but the softness and depth of the cushion on the large sofa means that it becomes almost like a bucket seat when sat upon thereby causing the spine to bend uncomfortably). The technician gave his opinion that the same phenomenon is not felt on the smaller sofa simply because of the smaller size of seat cushion which means it does not compress as much as the larger seat cushion - a logical explanation in theory but one that seems too simple to explain the very large difference in comfort between the 2 sofas.

However, the technician offered a potential solution by proposing a firmer cushion filling. He stated that a Memoryluxe seat filling (rather than Supawrap) would be more suitable for the larger seat cushions. He then assured us he would make this recommendation to Duresta and that we should expect delivery of replacement cushion fillings in due course.

In mid July, Stokers got back in touch to provide the official findings of the technician's inspection. The technician's verbal assurances had now evolved into there being no defect on the sofa but that we had requested replacement Memoryluxe cushion fillings at our own cost (not true, but ...). However, the Stokers agent informed us that Duresta do not offer a Memoryluxe cushion filling for the sofa we had purchased and that the Supawrap was the most expensive and firmest filling that was available. The only solution offered was that we arrange bespoke replacement cushion fillings at our own responsibility and cost.

So, after 5+ months waiting for delivery and 4+ months of a complaint and inspection procedure, it seems that both Duresta and Stokers have washed their hands of the reported issue and we are left with a +2k sofa that looks nice in the living room but is basically rendered an ornament due to it being too uncomfortable to sit on for any length of time.

Some observations:
1. If there is really no defect with the large sofa as delivered, we find it hard to believe that the seat filling on the shop display model was the same as the one that was delivered to us, given the significant difference in comfort (not possible to check again because the shop display model was removed from the floor some time ago).
2. If there is really no defect, then Duresta need to look at the design of the large sofas and/or offer firmer seat fillings.
3. If anyone is considering buying a large 4-seater Duresta sofa, be very careful. We're sorry to say that we cannot recommend them.

Ordered two sofas in sep 2021. after we had paid the substantial deposit that delivery would be in feb 22 and were disappointed as we wanted them for Xmas. Since then we have been given 5 firm, promised dates for delivery but we are still awaiting delivery in July. No plausible explanation has been given. We have been given excuses that Duresta ran out of wood in which the sofas are made from. That they then ran out of the fabric and the trim.They have had our order since sept22 so why couldn’t they have reordered the fabric in time. We were promised one again by Doorway to Value that they would arrive next week and made preparations to be here. We rang the retailer again today only to be told that it will be mid August. To add insult to injury in Feb we gave our sofas to our son and have been sitting on a very old sofa with poor support and I now have serious back ache. We are disgusted with the total lack of customer care from Duresta

We ordered a sofa and chair with you in September(15th) 2021. We were told that delivery was 4 months but that you were taking 6 months. We were told that we would have it by Easter. The first delivery date given was 20/4/21. This passed, the we were given another date, this passed it was just farcical. We wrote to the managing director, we did not even receive the courtesy of a reply from him/her, only a rather rude reply from a minion in the showroom. I could never go through this experience again nor would not wish to inflict it on anybody else

Ordered originally 26th May 2021 still waiting for order completion !! Marks out of ten for service '0' . Communication and response non existant. Responses and updates from retailer just as bad will NEVER PURCHASE A PRODUCT FROM DURESTA ever again. Finally when will I get my outstanding order ?????

The reason I gave three stars was solely because it took
five days short of a full year from ordering to delivery.
I cannot comment on the furniture itself having had it only a few days .
The reason we chose duresta was because our previous
Suite was duresta , which we have had for 48 years and has been excellent

Excellent furniture materials and finish where as promised waiting time from order to delivery was long but worth the wait