How to make a consumer complaint with a furniture retailer

If you’ve had a dispute with a furniture shop and are looking to escalate the complaint for a swift resolution, then RetailADR is here to help you get your dispute resolved. Here’s how to complain about a furniture shop.

You may have a problem or a dispute with the furniture shop’s goods/products you purchased or services which you have found to be unsatisfactory. Your dispute might be the result of receiving faulty furniture which was not fit for purpose or the furniture was not as described. If this is the case, and you have already complained to the furniture shop, you can use our consumer complaint form to get your complaint process started.

Which consumer complaints does the furniture shop sector cover?

The furniture shop sector covers consumer complaints against any furniture stores, high street furniture shops, and online stores. Below is a list of popular sources of complaints which RetailADR handles within this sector:

Complaints we deal with

Furniture stores
Furnishing stores
Furniture repair shops
Online furniture stores

Who is a member of RetailADR?

Click here to see our Home & Furniture members

Before making a consumer complaint

Please note that to be eligible to make a complaint against a furniture shop, you must have already complained to that furniture shop directly in writing and either received a final written response (otherwise known as a ‘deadlock letter’) or given the furniture shop eight (8) weeks to respond to your dispute. RetailADR can only deal with unresolved complaints.

Filing your complaint with us

There are two ways to bring your complaint to RetailADR;

1. By post – if you do not have access to the Internet you can telephone 0203 540 8063 and ask one of our team members to post a complaint form to you. Send your completed form to: RetailADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes MK12 5TW

2. Online – if you have access to the Internet you can file your complaint via our online portal. To access this simply go to the home page of the website and click on ‘File your complaint‘. As soon as you have filed your complaint you will be taken to your own personal portal page. This page provides you with live information about your claim so that you can check the progress at any time of day.

Our Powers

We can:

Direct the retailer to take, or desist from taking, certain steps – such as providing a refund or exchange or issuing a formal apology.
Direct the retailer to pay you a financial award by way of compensation (up to £25,000) for proven financial loss – where appropriate and applicable.

If the retailer/trader is a member of RetailADR, they will be contractually obligated to implement our decision. However, if the retailer is not a member it will be within their discretion, although in most circumstances we would expect non-member retailers to reconsider their position.

Am I bound by the adjudicator's decision?

Consumers are not bound by our recommendations or decision unless you agree to be bound. If you do not agree to be bound and you are unhappy with the outcome, you can still take your complaint elsewhere (such as to court).

What we need from you

It’s vitally important that you complete the complaint form as thoroughly as possible. We need to know precisely what your complaint is and how it has arisen.

We base our decisions on the information and evidence provided to us. Where we have to decide on a matter of fact we do so on the balance of probabilities (that is which version of events is more likely to be accurate).

We, therefore, advise that both consumers and retailers provide as much supporting evidence as possible, such as:

receipts
photographs
etc..

Make a Furniture Complaint

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