How to Raise a Complaint

If you are unhappy with any aspect of your purchase or our service, please contact us as soon as possible. We are committed to resolving all complaints efficiently.

📧 sales@furnitureinstore.co.uk 📞 02476 705 600

Why not message us on WhatsApp? 02476 705 600 Please include your postcode, a brief description of the issue, and attach any supporting evidence such as pictures or a short video.

Information to Include

When submitting a complaint, providing as much relevant information as possible helps our team investigate quickly and provide a suitable resolution. Please include:

  • Full Name and Contact Information:
  • Order Number and Product Details:
  • Clear Description of the Issue or Concern:
    Describe the problem in detail. If you have purchased multiple sofas please state which one has the issue.
  • Supporting Evidence:
    Attach relevant photos and videos.
  • Preferred Resolution:
    Let us know how you would like the issue resolved, for example: replacement, repair, refund, or alternative solution.
  • Timeline of Events:
    Include any dates, times, or previous correspondence related to your complaint. This helps our team understand the full context and speed up the process.

Complaints Image

Our Complaints Process

  • Acknowledgement

    We will confirm receipt of your complaint within 3 working days.

  • Investigation

    Our team will review your complaint carefully and may contact you for additional details.

  • Resolution

    We aim to provide a full response and resolution within 14 working days. Possible resolutions include replacement, repair, refund, or another appropriate solution.

  • Follow-Up

    We keep you informed throughout the process to ensure transparency.

Complaints — Frequently Asked Questions

How long will it take to resolve my complaint?
Most complaints are resolved within 14 working days, depending on the complexity. We will keep you updated throughout.
Can I raise a complaint about delivery problems?
Yes — including missed delivery slots, damaged goods, or late deliveries. Please provide your order number and delivery date to help us investigate quickly.
Are complaints recorded?
Yes — all complaints are logged and monitored. This helps us improve service and maintain accountability.
Will making a complaint affect my statutory rights?
No — raising a complaint does not affect your legal rights under consumer law. You still retain full rights to refunds, repairs, or replacements.
Can I withdraw my complaint?
Yes — you may withdraw your complaint at any time. We will confirm your request in writing.