After careful consideration and multiple visits to Duresta agents, we decided to purchase a Large Sofa from Pavilion Broadway. At the point of sale we found the store to be very well stocked and the customer experience was good, with promises made on an efficient an timely manufacturing process of up to 8 weeks in accordance with Durestas policy for new Products. We were sent a Sample and it was confirmed the material was in stock, and a date was given when we should expect a call to book the delivery.
This is where the problems started. The date we were given came and went, and we heard nothing. Upon chasing pavilion Broadway we were told there had been a delay and we would need to wait an additional 6 weeks for the delivery, not impressed as we had made plans but reluctantly accepted that we would have to wait. The communication from Pavilion Broadway was non existent so be prepared to chase them if there are problems.
6 weeks further ( 14 weeks from point of sale ) we were given a delivery date after further chasing up and we expected that would be the end of the process.
When the Sofa arrived, It had been manufactured incorrectly and the fabric for the piping on the sofa wasn’t what we had ordered!! Total shambles. We were then quoted an additional 8 weeks for manufacturer as apparently this was Pavilion Broadway pulling out all the stops for the customer!! When this was challenged with a Director from their company it was reduced to 3 weeks, what a shocking process. Had it not been challenged with additional time spent making calls to Pavilion Broadway we would have been expected to wait 8 weeks further ( 22 weeks from point of sale ) to receive the correct sofa we had ordered in good faith.
To date I have not had any communication from Pavilion Broadway to follow up on this horrific experience and see if we are actually happy with the purchase.
The only positive is that the Delivery crew both times were very helpful, and hard working.
If you place an order with Pavilion Broadway expect long waits, no communication or follow up of any kind, and don’t be surprised if your sofa arrives in a different spec to how you ordered it. Very Poor.
Mr and Mrs Bowen