Please note that the article below contained with quotation marks is from the December 2009 issue of interiors monthly. We think this is very important for retailers and manufacturers to be aware of as we seek to resolve any customer complaints.
"The Furniture Ombudsman is offering consumers a £99 independent inspection service into complaints. A FO technician will visit the consumer's home and write a Smart Report.
According to the FO this: 'provides both you and your retailer with an indication as to whether your complaint is valid or not, the cause of any damage (such as a design or manufacturign fault, local conditions of use, wear and tear) and whether it is possible to carry out an effective repair. The impartial opinion of an expert is often the key to deciding whether or not to pursue your complaint.'
If the technician finds in favour of the consumer, they can pursue a repair or replacement of the product as well as reimbursement of the cost of the inspection report."
Customer service is one of the most important functions within any furniture retailer and we all have experience of working with FIRA to resolve complaints.
Here is a quick guide on the activities a customer can perform to assist in the speedy resolution of a complaint.
1. Contact your retailer by phone advising of the complaint.
2. Photograph to the best of your ability the complaint.
3. Compile an email or letter detailing the complaint (including photographs) and send it to your retailer.
4. Confirm with your retailer that they have received this information.
5. After 10 working days confirm with the retailer that they have sent the information off to the manufacturer (if this is the action the retailer deemed suitable in previous discussions) & check on progress
6. Work with your retailer to expedite a resolution.
We sell a wide range of beds, sofas and dining furniture from the UK's leading manufacturers. Allen & Appleyard Ltd est 1879 has a commitement to
BRITISH made furniture.
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