We want our service to be excellent and that is why we appreciate your opinion and experiences very much. All our products are manufactered by hand. Despite many years of training and the expertise of our employees, it can sometimes happen that a little "human error" has squeaked its way through unnoticed during our rigorous quality assurance inspections. If you have a complaint following the delivery of one of our Chesterfield products, let us know as soon as possible. Like all of our customers, you should recieve a quality product from us. We would like to resolve any complaints quickly.
Our complaints procedure is as follows:
Complaints about the implementation of the agreement should take place promptly after the consumer has found the defects which have been defined clearly and provided with pictures and submitted to Chesterfield.com. You can submit a complaint about the products and the service. The complaints will be answered within 2 working days, starting from the date of receipt. If a complaint has a much longer processing time, Chesterfield.com will respond within a periods of 14 days with a confirmation of receipt and an indication of when the consumer can expect a more detailed answer.
A complaint can also be submitted via a complaint form on the site. If the complaint cannot be resolved in mutual consultation, a dispute arises that is subject to the dispute settlement. More information about the disputes committee can be found at www.sgc.nl
In the case of a complaint/dispute you can also contact http://ec.europa.eu/consumers/odr/