Complaints Policy

Complaints

At Sofa Direct we aim to provide a smooth and reliable experience from order through to delivery and aftercare. If something has gone wrong we are here to listen, investigate, and work towards a fair resolution.

Every complaint is treated seriously and handled on an individual basis.

When to Contact Us

You should contact us if you are unhappy with your order, delivery, or overall service experience. This includes issues such as:

  • Damaged goods
  • Missing items
  • Delivery delays
  • Incorrect products
  • Product quality concerns

If you are unsure whether your issue qualifies as a complaint, our team will still review it and guide you accordingly.

How to Raise a Complaint

To raise a complaint, please contact our Customer Care team via email, telephone, or WhatsApp.

To help us deal with your case efficiently, please include:

  • Order number
  • Delivery postcode
  • Product name
  • A clear description of the issue
  • Photographs or videos (where relevant)

Our Complaint Process

We follow a structured process to ensure every complaint is handled fairly and consistently.

  • Complaint Registration

    Once your complaint is received, it is logged into our system and assigned to a member of our Customer Care team. This ensures your case is tracked from the very beginning.

  • Initial Review

    Our team will review the details you have provided, including your order information and any supporting evidence such as photographs or videos. At this stage we determine the nature of the issue and the next steps required.

  • Investigation

    If further checks are needed, we may contact our delivery partners, suppliers, or internal departments. This helps us gather all necessary information before reaching a conclusion. During this stage, we may also contact you if we require additional details to support the investigation.

  • Assessment of Outcome

    Once the investigation is complete, we assess the situation and determine the most appropriate resolution. We always aim to ensure the outcome is fair, practical, and based on the specific circumstances of your case.

  • Resolution and Response

    We will contact you with a clear explanation of our findings and the available resolution options. Where appropriate, we will discuss these with you before finalising the outcome.

Possible Outcomes

Depending on the issue, resolutions may include:

  • Repair of the product

  • Replacement of faulty parts

  • Product exchange

  • Collection and inspection

  • Full or partial refund

  • Alternative agreed solution

Timeframes

  • 1–3 working days

    We aim to acknowledge complaints

  • 3–7 working days

    Most complaints are resolved

  • Up to 14 working days

    More complex cases, especially where third parties are involved

If there are any delays, we will keep you informed throughout.

Helping Us Resolve Your Complaint Faster

To help speed up the process, please provide:

  • Clear photographs or videos of the issue
  • Full product images
  • Order number and delivery details
  • A clear description of the problem
  • Any previous communication related to the issue

Your Consumer Rights

Your statutory rights are not affected by this complaints process. You remain fully protected under UK consumer law, including the Consumer Rights Act 2015.

Frequently Asked Questions

  • How do I know if I should make a complaint?

    If you are unhappy with your order, delivery, or service experience, you should contact us, and we will guide you through the process.

  • How long does a complaint take to resolve?

    Most complaints are resolved within three to seven working days, depending on complexity.

  • Do I need photos to submit a complaint?

    Photos are not always required, but they significantly help us resolve product-related issues faster.

  • Can I complain about delivery problems?

    Yes, delivery issues such as delays, damage, or missing items can be raised as complaints.

  • Will I need to return my item?

    Not always. Many issues can be resolved through alternative solutions, such as replacement parts or inspection.

  • Does making a complaint affect my rights?

    No, your legal rights remain fully protected under UK consumer law.

Contact Customer Care

Our Customer Care team is here to help. Get in touch by email, telephone, or WhatsApp with your order number to hand.