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How to Complain

By: Chris Nickson - Updated: 12 Oct 2021 | comments*Discuss
 
Complain Consumer Rights Small Claims

You may be good at complaining about items that aren't quite right. If not, then you almost certainly know someone who is. But in most cases, it's not persuasion that gets redress – it's having the law on your side.

How to Begin Your Complaint

If you have a problem, the place to begin is always where you purchased the item. It doesn't matter which retailer sold it to you, legally the goods they sell must fit the description they give you, be of acceptable quality, fit for the purpose for which they're intended, come with reasonable installation or assembly instructions, and they must match any samples you're shown beforehand. These are your rights as a shopper, and they're guaranteed by the Sale of Goods Act 1979. If what you've bought doesn't comply with the law, the retailer must do one of three things:
  • Replace the item
  • Repair it
  • Give you a refund
You can complain to the manufacturer if there's a problem with the item (and this is a good idea if there's a guarantee), but, really, it's the retailer's responsibility, even if you've been misled about an item by a manufacturer's ad.

However, that doesn't give you carte blanche to return things. If you're taking something back simply because you don't like it or it doesn't suit you, the retailer's under no obligation to do anything.

Exclusion Notices

Some retailers post notices in their shops in an attempt to stop people returning merchandise – you'll almost certainly have seen signs like 'No responsibility will be accepted for goods once they have left the store'. These are called exclusion notices, and the intent is to make you believe the retailer has no liability for the merchandise.

But can they apply this under the law? With one exception, the answer is no. They only apply if the notice is part of the contract of sale. Once you sign a contract, then you're bound by it. Even then, if the retailer misrepresents the item, your rights apply.

Further Action

In most cases, a complaint to the retailer, if they're in breach of the Act, will bring a quick resolution. But there will be instances when that doesn't happen. What can you do then? Many retailers belong to trade associations, and they might be able to help, or check industry codes of practice that might apply to the retailer.

Your local Trading Standards officer is another alternative. Trading Standards officers are there to help consumers, and they'll go after the retailers they believe to have persistently traded unfairly. You can also try the local authority; it has a number of powers, through Trading Standards and Environmental Health Officers, to crack down on bad traders.

If that doesn't work, try arbitration. Failing that, your last resort is to take the retailer to court. This would probably be small claims court, certainly if the value of the item is less than £5,000. However, first you should write a 'letter before action' to the retailer, setting out the settlement terms you'll accept. If that brings no response, then start your action.

For more information on your consumer rights, read our articles Shopping Online: Knowing Your Rights and Your Rights When Buying Goods Abroad.

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Hello! I bought asofabed 8 months ago, from the company Furnicoliving, 3 months ago it started to be noisy , I contacted the company and I sent the proof that something is wrong, after a few days it answers me "that theyI'm sorry, but the sofa is no longer under warranty "because 6 months have passed.I have another 2 months warranty but they don't want to speak with my nobodyanymore, I sent them a lot of emails asking me not to compensate somehow and to fix it myself.I ask you what can I do in this situation?Many Thanks! Kind Regards Catalina Ticanet
Catalina - 12-Oct-21 @ 2:08 PM
My sofa arrived 11 days ago My sofa arrived 11 days ago, I arm chair missing, no reason given and still no arrangements for it to be delivered. Contacted DFS several time via e-mail and telephone. Waiting time on the phone over 30 mins. Feel sorry for the staff having to deal with the phone calls as they don’t appear to have any answers, been waiting for a call from the complaints department for 5 days. Still no response and no further forward to find out where the chair is? I have paid in full for this suit and expected a better service. Will not be using DFS again.
Sue - 13-Sep-21 @ 12:43 PM
We brought a Coffee table from DFSthey Delivered it on the 9 July with Sofathe men’s says they do not take coffee table out of the boxSo when we took coffee table out of the box it was smashed with bits here and there I phone up dfs they said someone will call use 12no one didso I phone them up again and said they were talking to the manufacturerand then I did get a email saying that they had ordered me a new table and waiting for the manufacture to say when it will arriveso I phone on the 22July and they couldn’t help yet again they said someone would call us on the 23 July so I sent them a email telling them to cancel the order so just waiting to hear if I don’t hear want can we do
Honey - 23-Jul-21 @ 5:43 PM
I received bought a sofa from a company called Sofa World for £550. The original post was on Facebook however I did a bank transfer to Sofa World. Once they had left I noticed the corner sofa cover was lighter than the rest. I have contacted them for the last 3 weeks with no luck, I have a record of messages to multiple people.
ZR - 20-Nov-20 @ 1:24 PM
I bought a patio set via Ebay and although the description of 'made from polyratten' was incorrect (it was moulded 'plastic' made to look like polyratten) I decided to keep the items, 2 x chairs and 1 x low table.HOWEVER after constructing the self-assembly pieces it became clear that the finished items are of poor quality, overpriced and to be honest so wobbly that I would not ask adults to sit on the chairs. I tried to take the pieces apart to send back but they are 'snap-lock' and I cannot separate them without causing damage. I informed the retailer of this and they said I could only get a refund 'if the set is sent back in the same packaging'.I have the original packaging but I would probably damage the item if I try to take apart. They insist they will not refund me if I send the items back as assembled items.Where do I stand?
Hotlatte - 21-May-20 @ 2:04 PM
hi bought a marble table from dfs about 3 months ago the laquer on the table is showing signs of a crack.they said it is too late to complain as we have had it for 3 months,but table is faulty what can we do we dont really want it repaired but the top replaced as we have 3 other matching items...
pups - 4-Mar-20 @ 10:10 PM
I purchased a Fitbit Versa from Argos in June 2018, it appeared faulty just after a month (July 2018), when i went back to the retailer and i received a replacement watch. All good until April 2019 when the Fitbit Versa stopped working due to battery fault. I was adviced by Argos that i had to contact the manufacturer myself as they could not do anything due to the watch was bought more than a month ago. I went home and contacted Fitbit and explained what was wrong with the watch. I then received a replacement watch, at the time it was my 3rd watch. However, December 2019 this particular model fitbit versa showed another problem, but this time was the screen, kept switching off and fading. Contacted Fitbit directly explaining what was wrong this time and wxpressong my frustration with their product. I asked if i could have a replacement with different model as this particular one appeared to be very faulty. I was given the option to choose between another replacement ot 50%off from a new one. As i was not prepared to invest more money i chose a replacement (which was my 4rd replacement). Unfortunately, i am currently experiencing problems again, as my watch does not sync with my phone at all and the does not show correct time, in other words there is no point to wear it. I am so frustrated and disappointed by the whole thing. I have paid a lot of money for this watch (£239) and was expecting to have it more than 6 months at a time. I am desperate to have my money back, but I am not sure where i stand, as i have bought it a year and a half ago. Could i please have your advice?
Veronika - 27-Dec-19 @ 12:51 AM
Hi Purchased a leather suite just over a year ago. Notice some marks on one of head rests. Contacted the seller and the insurance company. The retailer says it is not a manufacturer issue so not interested. The insurance company say that as it is not accidental damage or spill etc. the policy we have does not cover the damage. Apparently it is caused by sweat. So no idea what to do next.
Martin - 28-Oct-19 @ 11:55 AM
Had Recliner leather sofa’s for 4 months ( away from home one month). A working couple with no pets or children. Tear’s under cushions but Harvey’s have found us liable saying we sit on the edge of the chairs and the cushion had pressed down on the recliner mechanism causing the tear.We don’t sit on the edge we recline when we eventually relax at the end of the day !!
Glibly - 28-Sep-19 @ 7:15 AM
Purchased oak coloured laminated flooring from retailer who fitted it over a large area. 7 years on theends of some planks have faded at an angle, almost to white in some cases. We have maintained the floor strictly in line with the 25 year manufacturing guarantee however despite this the retailer says the manufacturer is offering £400 which is a ridiculously low amount copmpared to the price of replacing it all. Retailer has verbally advised the manufacturer is aware it's a known fault. Where do we stand if the manufacturer insists on replacing the faultyplanks only?
Nik - 20-Feb-19 @ 8:15 PM
I bought an engagement ring from hsamuels in February 2018 and my partner just noticed 1 stone missing a couple of weeks ago. We handed the ring back to the retailer to be repaired and they have taken it. After a week or so they rang saying that they can see damage marks therefore we have to pay £122 for it to be repaired. Now my partner is pregnant and works a desk job and doesn't do anything physically challenging for a stone to get damaged on the ring. Where Do we stand?
Kel - 6-Jul-18 @ 10:22 AM
Hopey- Your Question:
I bought a small oplya oven, sits on my work top, after 3 weeks it made a loud bang and sparks came out the bottom of it singing my worktop!! I returned it in its original packaging and received a replacement, but the seller is refusing to compensate me to fix this section of worktop that is damaged. How do I take this further, I’m disgusted with them :-(

Our Response:
Under consumer rights legislation the retailer is responsible for replacing the item or refunding you. If you want compensation for damage caused you may have to pursue this as a civil action via the courts. First of all, write to manufacturers to see if they are willing to pay for any damage.
ConsumerRightsExpert - 21-Mar-18 @ 12:38 PM
I bought a small oplya oven, sits on my work top, after 3 weeks it made a loud bang and sparks came out the bottom of it singing my worktop!! I returned it in its original packaging and received a replacement, but the seller is refusing to compensate me to fix this section of worktop that is damaged.How do I take this further, I’m disgusted with them :-(
Hopey - 19-Mar-18 @ 6:52 PM
Issa - Your Question:
Bought new world cooker from Currys about week ago. Engineer installed it and everything seemed fine except one thing. My daughter (1 year old) easely can open oven. I called the store but they told that they do not accept cookers for return if they installed. What can I do in this situation?

Our Response:
This is correct, a store is not obliged to accept returned items unless they are faulty. You can buy child locks for ovens, if you really think your toddler will be left unattended in the kitchen while the oven is on.
ConsumerRightsExpert - 9-Mar-18 @ 12:30 PM
Bought new world cooker fromCurrys about week ago. Engineer installed it and everything seemed fine except one thing. My daughter (1 year old) easely can open oven. I called the store but they told that they do not accept cookers for return if they installed. What can I do in this situation?
Issa - 8-Mar-18 @ 1:57 PM
A shiny, white kitchen dining table purchased from Harvey's 15 months ago has started to show small bubbles on the surface which eventually split and leave a small chip in the surface. Only used with mats by 2 adults so it seems to be a problem with the actual coated surface.Concerned this will only get worse and leave table unusable in appearance. Letter of complaint sent to Harvey's and they have said they need an report about this problem before they will consider any action. Is that my responsibility? I will have to pay a significant sum I guess for this which I feel is not fair and just trying to discourage a complaint. Any advice appreciated. Kind regards
hmsw - 16-Sep-17 @ 10:52 PM
I purchased a leather la z boy suite from scs 2 years ago. I paid £349 for a 5 year warranty and 1 of the chairs has started sagging and the springs have dropped. We had someone out from the insurance company but the say this part of the chair isn't covered Is there anybody else to go to please?
Lady M - 14-Jul-17 @ 5:42 AM
i brought a high end computer chair within 5 months a fault with arm rest has apeared the screws into the base of the chair do not sit true on one side the company advertise this as a high end product they have offered to send me another seat i am then expected to dismantle and reassemble the chair myself i am not happy with this am i entitled to a replacement chair
alison - 7-Mar-17 @ 8:30 PM
Hi I bought a new kitchen tap and had it installed by my own plumber.Within a few weeks it started leaking and my plumber advised that it was the inside of the tap that was faulty.The shop replaced the inside (but stated that they were only replacing it free as a gesture of good will as it must have been dirt that caused it to fail) and my plumber fitted it.Now several months later, but still under a year since I purchased the tap originally, it is leaking again.What comeback on the tap do I have. Can I expect the shop to replace the tap and can I expect them to fit it for me as my own plumber will charge me again.On reading the reviews of the particular tap there seems to be an issue with it leaking. Any advice welcome.
ABK - 27-Jan-17 @ 9:16 AM
I bought a 2x2leather sofas from dfs in Aberdeen I received my sofas on 20 September. 2016and cost me 2075£i paid for it off my bank card in full now one of the sofas seems to be sagging the assistant manager came to see the sofa and took pics of sofa he is saying it's just the leather softening which none of the rest are doing it and every chair is sat on he got back to me today and manufacturer. Say the same if I take my throw off the sofa it is noticeable. I am not happy at all I told as manager I was going to citizen advice and all he said there was nothing they can do can I go further with this thank you
Lauren - 12-Jan-17 @ 2:39 PM
Hi bought a hobb and oven work for a week both pack in they sent a man out he tried to say it was my wiring I paid to elections to look at the wireing at my cost they said it was OK the sent out a nother hobb and hives on Xmas eve the same ones cook Xmas dinner went for a mother week they went the same way I was so feed up I went out and bought a another hobb and oven this one working great can I ask for my money back as I paid 300 ponds for it and I had to pay another 370 ponds for the you one I am out of pocket
Doyley - 11-Jan-17 @ 7:19 PM
Hi bought a hobb and oven work for a week both pack in they sent a man out he tried to say it was my wiring I paid to elections to look at the wireing at my cost they said it was OK the sent out a nother hobb and hoven on Xmas eve the same ones cook Xmas dinner went for a mother week they went the same way I was so feed up I went out and bought a another hobb and oven this one working great can I ask for my money back as I paid 300 ponds for it and I had to pay another 370 ponds for the you one I am out of pocket
Doyley - 11-Jan-17 @ 7:16 PM
We purchased a 4 piece sofa suite(a 4 seater, two arm chairs & a footstool) from DFS in June 2016. We have been having problems with the 4 seater ever since we received it. Shortly after the delivery, the sofa's frame was found to be snapped into two. Below are the courses of events. 04/06/2016 Order placed 29/06/2016 - Sofa delivered - Reported that the sofa squeaks 05/07/2016 1st Inspection - for squeaks - Inspector(1) performed a visual inspection and no faults were found. 09/07/2016 2nd Inspection - for squeaks and bent supporting feet(we have photo to prove) - Frame found out to be snapped into two(we have photo to prove) - Inspector(2) attached one piece of timber each to the parts were snapped.(we have photo to prove). Supporting feet are attached to these broken frames. He also raised the feet about 2-3 cm above the floor. 07/10/2016 3rd Inspection - for squeaks and lowered supporting feet - The repaired frames had sunk. The supporting feet under the sofa were touching the floor when there is weight on the sofa. - The inspector(2) did not open the dust sheet to inspect the interior, just filled the gap between the floor and supporting feet with washers so it doesn't tap when someone sits on it. 28/10/2016 - Now the sofa is rocking when someone sits on the sofa, especially when try to change positions, two of the corner feet wobble and they make the sofa wobble too. - A complaint email sent to Store Manager 5/11/2016&23/11/2016 - Spoke with the SM on two occasions and could not reach an agreement. For the past 6 months, we have been extremely patient and done nothing but cooperate with them. It wasn’t our fault that the sofa was damaged in the first place but we agreed to have it repair - just to save the hassles and time for waiting for a new to be made. How wrong were we! The Store Manager and Customer Service both offered a further inspection. But we declined for the following reasons: 1. The inspector(2) was dishonest and unprofessional. He did not report back the first/major repair he did. And according to the second conversation we had with the store manager, inspector(2) could not remember about the repair(s). I cannot help but wonder how many snapped sofas he had repaired in his career. He had been in our house TWICE in total!! 2. The Store Manager was rude and abrupt. He ignored our proofs, facts and figures and had no interests in what we had to say. He said to me that he could not accept our photos as proofs. We had already gone through the inspection procedure previously therefore asked for a replacement from him but he said we have to go through it again with him as HE had not dealt with us before. 3. Some of your inspectors are incompetent. As a result, the damage/fault was missed by the first inspection. 4. Perform further repairs is no difference than putting up scaffolding on a house that is already collapsing. It does not resolve the underlying problem. Were we wrong to accept a repa
DFSsofacomplaint - 16-Dec-16 @ 8:13 PM
We purchased a 4 piece sofa suite(a 4 seater, two arm chairs & a footstool) from DFS in June 2016. We have been having problems with the 4 seater ever since we received it. Shortly after the delivery, the sofa's frame was found to be snapped into two. Below are the courses of events. 04/06/2016 Order placed 29/06/2016 - Sofa delivered - Reported that the sofa squeaks 05/07/2016 1st Inspection - for squeaks - Inspector(1) performed a visual inspection and no faults were found. 09/07/2016 2nd Inspection - for squeaks and bent supporting feet(we have photo to prove) - Frame found out to be snapped into two(we have photo to prove) - Inspector(2) attached one piece of timber each to the parts were snapped.(we have photo to prove). Supporting feet are attached to these broken frames. He also raised the feet about 2-3 cm above the floor. 07/10/2016 3rd Inspection - for squeaks and lowered supporting feet - The repaired frames had sunk. The supporting feet under the sofa were touching the floor when there is weight on the sofa. - The inspector(2) did not open the dust sheet to inspect the interior, just filled the gap between the floor and supporting feet with washers so it doesn't tap when someone sits on it. 28/10/2016 - Now the sofa is rocking when someone sits on the sofa, especially when try to change positions, two of the corner feet wobble and they make the sofa wobble too. - A complaint email sent to Store Manager 5/11/2016&23/11/2016 - Spoke with the SM on two occasions and could not reach an agreement. For the past 6 months, we have been extremely patient and done nothing but cooperate with them. It wasn’t our fault that the sofa was damaged in the first place but we agreed to have it repair - just to save the hassles and time for waiting for a new to be made. How wrong were we! The Store Manager and Customer Service both offered a further inspection. But we declined for the following reasons: 1. The inspector(2) was dishonest and unprofessional. He did not report back the first/major repair he did. And according to the second conversation we had with the store manager, inspector(2) could not remember about the repair(s). I cannot help but wonder how many snapped sofas he had repaired in his career. He had been in our house TWICE in total!! 2. The Store Manager was rude and abrupt. He ignored our proofs, facts and figures and had no interests in what we had to say. He said to me that he could not accept our photos as proofs. We had already gone through the inspection procedure previously therefore asked for a replacement from him but he said we have to go through it again with him as HE had not dealt with us before. 3. Some of your inspectors are incompetent. As a result, the damage/fault was missed by the first inspection. 4. Perform further repairs is no difference than putting up scaffolding on a house that is already collapsing. It does not resolve the underlying problem. Were we wrong to accept a repa
DFSsofacomplaint - 16-Dec-16 @ 8:08 PM
Hi, I bought a sofa from a high end retailer costing £8,500 and that was in a sale with 25% discount. I received it on the 3rd June 16 and after 2 weeks the leather was already looking very tired so I complained about this via email but was told it was the nature of the sofa. I wasn't told this when I bought it and purposely stated I wanted a higher grade leather so this wouldn't happen. I lived with that reply but it's always niggled at me but now its starting to creak badly from one side and looking like an old sofa already. Also to mention I live alone and work away 6 months a year so the sofa has had very little use since it was delivered in June. Do I have any recourse and if yes how should I go about it.
Helvie - 14-Dec-16 @ 10:49 PM
We have just had our bathroom fully refitted. After a couple of weeks we noticed a small crack in the new shower tray. I have notified our supplier of the fault, and they say they will replace the shower tray, or they will get it repaired, but they will not pay for the labour and replacement tiles that would be needed to change the tray. I am reluctant to get a repair on a brand new shower tray.If the supplier then offers us the repair, do we have to take it? or can we legally insist that they fund the replacement new one and the consequential losses we incur in the labour and new tiles required? Am I being unreasonable not to want the repair?I am also concerned that if we do say yes to the repair and then the crack returns, by repairing it would have consequences on the manufacturer product warranty, but additionally that the fault could return after we have had the shower tray in for 6 months - and if this was the case would we then have lost our rights to legally demand they pay for the consequential losses as well as the direct loss of the shower tray?
Lys - 9-Dec-16 @ 10:44 AM
We have just had our bathroom fully refitted. After a couple of weeks we noticed a small crack in the new shower tray. I have notified our supplier of the fault, and they say they will replace the shower tray, or they will get it repaired, but they will not pay for the labour and replacement tiles that would be needed to change the tray. I am reluctant to get a repair on a brand new shower tray.If the supplier then offers us the repair, do we have to take it? or can we legally insist that they fund the replacement new one and the consequential losses we incur in the labour and new tiles required? Am I being unreasonable not to want the repair?I am also concerned that if we do say yes to the repair and then the crack returns, by repairing it would have consequences on the manufacturer product warranty, but additionally that the fault could return after we have had the shower tray in for 6 months - and if this was the case would we then have lost our rights to legally demand they pay for the consequential losses as well as the direct loss of the shower tray?
Lys - 8-Dec-16 @ 2:19 PM
We have just had our bathroom fully refitted. After a couple of weeks we noticed a small crack in the new shower tray. I have notified our supplier of the fault, and they say they will replace the shower tray, or they will get it repaired, but they will not pay for the labour and replacement tiles that would be needed to change the tray. I am reluctant to get a repair on a brand new shower tray.If the supplier then offers us the repair, do we have to take it? or can we legally insist that they fund the replacement new one and the consequential losses we incur in the labour and new tiles required? Am I being unreasonable not to want the repair?I am also concerned that if we do say yes to the repair and then the crack returns, by repairing it would have consequences on the manufacturer product warranty, but additionally that the fault could return after we have had the shower tray in for 6 months - and if this was the case would we then have lost our rights to legally demand they pay for the consequential losses as well as the direct loss of the shower tray?
Lys - 8-Dec-16 @ 1:51 PM
We have just had our bathroom fully refitted. After a couple of weeks we noticed a small crack in the new shower tray. I have notified our supplier of the fault, and they say they will replace the shower tray, or they will get it repaired, but they will not pay for the labour and replacement tiles that would be needed to change the tray. I am reluctant to get a repair on a brand new shower tray.If the supplier then offers us the repair, do we have to take it? or can we legally insist that they fund the replacement new one and the consequential losses we incur in the labour and new tiles required? Am I being unreasonable not to want the repair?I am also concerned that if we do say yes to the repair and then the crack returns, by repairing it would have consequences on the manufacturer product warranty, but additionally that the fault could return after we have had the shower tray in for 6 months - and if this was the case would we then have lost our rights to legally demand they pay for the consequential losses as well as the direct loss of the shower tray?
Lys - 8-Dec-16 @ 1:06 PM
My dad bought a cooker 3 years ago everything works perfect exept the glass topthe paint has came offon the corner and its rustytheres a gap whuch water can get through my dads 79he had to buy a new cooker as he was scared it might blow upbeko says its due to the cleaner he uses that its rotted the seal and painti disagree i have pictures what can we do
Ann - 8-Dec-16 @ 12:51 PM
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