All round an awful experience. Unfortunately the sofa we purchased was not look as nice as anticipated. I appreciate that this is not their fault but it then became a horrendous ordeal trying to return it. Each time I rang (3x) I was told I would ‘get a call back’ and never did. Finally I got a cryptic and unhelpful email which in the end I deduced it would cost me £400 to for them to collect the sofa. They failed to give me the option to return it myself and get a full refund, which felt incredibly disingenuous. After combing through the terms myself I discovered I could self-return but of course I was not allowed to return it to where I had bought it from (5 mins from my house) but instead I had to return it to their warehouse which is over an hour drive away. Over a week after returning it I am still waiting for any acknowledgment of my refund. I asked for credit due to the poor experience to put towards a replacement sofa from them, which they rejected. I did then purchase a replacement sofa from them anyway (more fool me!) and have now been told it will take an extra month to receive on top of the original 2 month timeline given, and they want us to be understanding! It’s a shame they couldn’t be understanding and reasonable to us… My only positive remark is the guy that received us at the warehouse was great and actually helpful :)

Bed settee delivered as promised

Beautiful high quality product.

I do like my new Sofabed it’s great quality. I went to the showroom ant Aldershot and tried out a few, the Weymouth was by far the comfiest. I will admit my one is not as comfy as the Weymouth sofa I tried in store, maybe the bed element makes it a bit hard, I definitely don’t sink into it like my other sofas. Hoping the cushions will soften over time. The head of the bed is raised when flat so that might be an issue to some, I quite like it as only need one pillow. The delivery guys were great and it was delivered in 6 weeks. Price is high but hoping it will last forever. One star off as I received little help in the showroom, after the initial welcome. Was completely ignored.

We placed an order for a sofa in the second half of October, after being reassured by a helpful salesperson in-store that delivery would take 4 to 6 weeks. We paid a deposit and heard nothing further until we had to chase for a delivery date. We were then informed that there was a stock issue with the fabric, pushing the delivery back. While delays happen, it would have been appreciated to be informed sooner rather than having to follow up ourselves. The new delivery date was confirmed for 16th December 2024, and we received an email the week prior requesting the balance payment. We paid the balance over the phone on Thursday (the next day after receiving the payment request), but despite this, we were repeatedly chased for payment. Confusingly, we were told they couldn’t locate the payment, even though it was made promptly. Delivery also did not take place as planned, with the reason given being "late payment." It has now been 8 weeks since placing the order, and we still have no confirmed delivery date. The lack of communication, disorganization, and failure to deliver on agreed timelines have been incredibly frustrating. We paid promptly, communicated clearly, and still had to chase for clarity and resolution. Unfortunately, this experience has left us very disappointed, and we cannot recommend Darlings of Chelsea.

Fantastic customer service and the sofa is beautiful. We love it. We will definitely be using them again in the future. Thank you.

Very pleased with the sofa. Showroom staff very helpful, communication was good and sofa came earlier than expected.

Good quality sofas, friendly helpful staff and excellent delivery. Great service all round!

Great sofas and service

Quality and delivery were all perfect. Thank you

Both staff at showroom and over the phone was very helpful.

Good quality, good transport services, amazing delivery.

Furniture is great I ordered a sofa bed and it looking great and they company were very helpful

Very easy to order. Very helpful customer service. Sofas didn’t take long to be delivered and are so comfortable and look fabulous.

Helpful staff - great product

Mattress is a real joy. Delivery drivers worked hard. I recommend the Emporer.

After the disappointment of waiting 9 weeks for furniture to delivered damaged NOT FROM DARLINGS We made the long drive from Bristol to Darlings of Surrey although we had a good idea of what we wanted, we still needed help on the leathers, from there on everything was smooth sailing

Ordered sofas in the Summer, it’s December still no news appalling service from Bruno- think twice before buying the customer service is non existent!

I ordered a sofa bed online, have selected the fabric, the piping, and, long story short, when it arrived I realised that I am not loving it. I was expecting all sorts of problems with return, but oh my goodness, the customer support could not have been more understanding and helpful! I was seriously stunned. I can't recall when I was so impressed with customer services in a last couple of years. They could have made my life very difficult, but it was quite the opposite. I had to pay to send the sofa back, but otherwise it was a seamless and entirely stress free process. Thank you Amanda, Debra and team!

I wish I had read other similar negative reviews about this company as I am not alone in the complaints I make. Based on magazine recommendations I ordered a Weymouth Sofa bed at the beginning of this year. When the sofa arrived it was so high due to rock hard overstuffed cushions that at 5’9” my feet didn’t even touch the floor. Smaller friends had to literally climb up on to the sofa. DOC recommended sitting on the rock hard uncomfortable sofa for a few weeks for cushions to soften and failed to acknowledge my position in that I should expect to receive a sofa which I can sit on straight away and not in effect ‘wear in’. After various emails they sent the ‘independent’ inspector who in his owns words pronounced the sofa ‘not fit for purpose’. In hindsight I wish I had recorded our meeting. He based his conclusion on the fact that it is unreasonable for a sofa shop to expect customers to sit on an uncomfortable sofa and wait for the cushions to soften and in particular the sofa is used very little (not even every other weekend at most) so this ‘wearing in’ period which DOC seem to think is perfectly reasonable would in fact be 2-3 times as long due to the sofa rarely being used. He noted the lumpy, uneven and puckered upholstery along bottom of sofa which for any sofa let alone one costing over 3k is very poor workmanship as well as after limited use the back cushions of the sofa which have become misshapen and lumpy. In addition at 6’his feet only just touched the ground when sitting on the sofa. The report however bore no resemblance to the actual meeting and the comments made. The report merely said the lumpy cushions (foam cushions) can be ‘plumped’ to get them back in shape which they cannot and that some twisted piping can be moved back into shape. There was no mention of the puckered, uneven and lumpy upholstery at bottom of the sofa. Judging from other customers’ experience of the so called ‘independent’ inspection, unsurprisingly there was no mention of this in the report. DOC will not comment on the disparity between the inspection report and the actual inspection. Despite various emails with supporting photos going back and forth they will not make any comment on the puckered upholstery. My partner refuses to sit on it as the seat is so high and hard so we remove the seat cushions and sit on duvets and pillows on the base. DOC have as a ‘good will gesture’ (!!!??? a tad arrogant I think) offered to replace the foam cushions with a less dense foam which by their own admission is not of the same quality and even after discussing with them replacing (at my own cost) the seat cushions with the feather and foam option the manager at the Parsons Green branch told me that it would be the same with those cushions (ie they would need ‘wearing in’. I have never heard such a thing from a sofa company. It is a great pity that I cannot upload photos to show what this sofa looks like after so little use. I have asked to return the sofa. DOC have refused. It has not been used as a bed so cannot comment on that. Hello. Despite various emails DOC have never commented on the puckered and uneven upholstery of which I have provided photos. Why do you ignore this? What is your response? Have you even looked at the photos? I realise I did not include following in my initial review which is that the technician who visited ascertained that I did see the sofa in the showroom twice and that when the sofa arrived the seat height was 5cm higher than the specifications (DOC were alerted about this) hence feet not touching the floor when sitting on the sofa. It was NOT explained in the showroom that the seat height would be this height neither that there is a ‘wearing in ‘ period for DOC sofas. On this basis I WOULD NOT have bought the sofa. The technician base his opinion of sofa not being fit for purpose also on this basis. Why do you never in any of your replies comment on the disparity between customer experience with the technician and certainly in my case the review bearing absolutely no relation to the technician’s comments? Please actually reply to this specific point and the previous regarding the upholstery