Your Rights
Making a complaint never affects your legal rights under consumer law. You may withdraw a complaint at any time.
We're Listening
Complaints Procedure
If something's not right, we want to know. Here's exactly how to raise a concern, what happens next, and how quickly we'll respond.
How To Raise A Complaint
Get In Touch — Any Way That Suits You
Email us at sales@furnitureinstore.co.uk, call 02476 581 053, or message us on WhatsApp. Please include your full name, contact details, order number, a clear description of the issue, any supporting photos or videos, and a timeline of events.
Our Four-Step Resolution Process
A clear, transparent path from first contact to full resolution.
Acknowledgement
We'll confirm receipt of your complaint within 3 working days.
Investigation
Our team reviews the complaint thoroughly and may request further information.
Resolution
We aim to provide a full response and resolution within 14 working days — replacement, repair, refund or an alternative.
Follow-Up
We'll keep you informed throughout and make sure you're satisfied with the outcome.
Good To Know
What You Can Expect From Us
Fair & Monitored
Every complaint is recorded and monitored — helping us continuously improve our service.
What We Accept
Delivery issues, product defects and service concerns are all welcome so we can put things right.
Ready to raise a concern?
Our team is standing by. Drop us a line — we'll take it from there.