Carlyle — Local services in New York

Consumer, beware of false claims and proceed with Carlyle at your own risk of great aggravation. I purchased a Carlyle sofa bed in 2002, it was beautiful and served me well. But after many years of use the sofa bed mechanism needed to be replaced. Unfortunately, I found that the Carlyle customer service ethic had plummeted since my initial dealings with them and my attempt to replace the sofa bed mechanism through Carlyle turned out to be an utter fiasco. Through the process of making the sale, the customer service persons were pleasant and accommodating, but once they had my payment the tone shifted to one of condescension. As discrepancies arose, they were at best, remiss in their fact-checking, and at worst, deliberately dishonest. If you do choose to purchase from Carlyle it would be wise to take nothing for granted when dealing with customer service. Ask every conceivable question, get every answer in writing and if you must communicate with customer service by phone make every effort to record the conversation. This might prove necessary for your own protection. In my experience, the miscommunication or outright conniving exhibited by the staff persons and the store manager resulted in them citing scenarios that did not take place and claiming that their colleagues had attested to sequences of events that did not happen at all. Based upon these falsehoods, they attempted to charge me more than I had already paid, but fortunately, I had irrefutable evidence of all that had actually transpired in the form of emails dating back over an eight-month period. After an extended and painstaking battle, they finally took the time to refer back to those same emails themselves and ultimately admitted that I was correct. They did give me a full refund, but only after eight months of arguing and wasting my time. Given Carlyle's long-standing reputation for quality products and services and the high prices thereof, I found it shocking and outrageous that the Carlyle customer service staff imposed upon me, the customer, to spend my time and energy on the task of resolving the mistakes and miscommunications which had directly resulted from their failure to do simple fact-checking and communicate effectively amongst themselves. Customers do not deserve that sort of treatment and Carlyle does not deserve...

After two years of light wear when the cushions flattened like pancakes we were told to go to Rene Rojas to refill them. They did a terrible job. The back cushions were overstuffed and distorted. The seat cushions flattened after a short period of time. The feathers shed like a cheap down coat. This repair cost us $1,000. The cheap looking fabric Is stretched out and very worn looking. It is now 3 years old.

Carlyle Customer service said there was nothing they could do. They recommended going back to Rene Rojas. Rene Rojas said it was a question of poor maintenance. The cushions have been regularly picked up and reshaped by us. Nothing more could have been done to maintain them.

Don’t waste your money on this...

This is the second Carlyle sofa bed I've had. The first one was purchased many years ago when the store was in Chelsea. The first sofa bed is beautifully made. We just purchased a new one, different style. We ordered a tight back which was a special order. It was worth it. The tight back with the contrasting piping are beautifully done. I was a bit concerned because the original New Jersey factory is long gone and Carlyle is now owed by Avery Boardman. We could not be more pleased with this sofa. It is comfortable to sleep upon. Plus the sofa was completed on time even during Covid-19. Highly recommend this company and...