This is the story of post the Fiona Chesterfield Sofa. A pair of handmade Chesterfield sofas in velvet fabric purchased by Fiona for her home in Spain.
Conversations with Fiona started in May 2019. For some time Fiona followed us on Facebook. However it was a specific post that Fiona became interested in. In may 2019 we listed an offer on Facebook. The offer being for 2 sofas made in the Chesterfield style.
During March 2019 one of our upholsterers purchased a new range of velvet fabric. The fabric rep offered the velvet fabric at a discount. Hence my upholsterer purchased the velvet fabric in large quantities.
As a result the upholsterer gave us a large discount if we purchased 2 sofas. With that in mind we created a Facebook offer. Unsurprisingly we offered a discount for buying 2 sofas.
Fiona was one of my many people that responded to our Facebook offer by sending us a message on Facebook. At first conversations with Fiona remained on Facebook. later though we spoke on the telephone.
Our goal was to understand the requirements of Fiona. In summary Fiona wanted 2 sofas made in the Chesterfield style. Fiona wanted 2 seat sofas in either blue or green velvet fabric. At that point we sent images to Fiona via WhatsApp. Then Fiona selected the colour that she liked the most.
The upholstery team is briefed. A little while later the upholstery team begin production on the Fiona Chesterfield sofa. At first things began well. The sofa makers completed the sofas on time. Of course no delays occurred with the fabric, which was already in stock.
Initially the team added feet that were a little low to the ground. Fiona noticed the feet in a photograph that we sent. A telephone call to the upholstery team and the feet were changed within 24 hours.
It was during shipping that troubles began. Our trusted courier called to advise that 4 of his team were absent. Normally 5 couriers transport sofas from the UK to Spain.
Suddenly there is 1 courier available. The courier collected the sofas and was forced to place them in storage in Germany. This was due to Germany being the next destination on the couriers journey.
For a few weeks the sofas remained stored in Germany. Later on the courier transports the sofas to Barcelona. The sofas remained in Barcelona for another few weeks.
Finally the courier delivered the sofas on August 13th. In total the delay doubled the delivery time. We quoted 4 to 6 weeks to Fiona. When in fact delivery occurred after 12 weeks.
In this case events outside of our control did occur. However many lessons were learned. In particular a need to have more delivery drivers. Since the delays that occurred with Fiona more drivers have been hired.
In the end Fiona was positive about her experience. “Absolutely beautiful, great workmanship just disappointed with the delivery service”