Complaints Policy

We want to put things right when an order or service has not met your expectations. This page explains how to make a complaint to Choice Furniture Superstore, what information will help us investigate it, and what you can expect from our team.

How to Make a Complaint

Please contact our Customer Service team using one of the following methods:

• Phone: 0116 296 3800
• Email: customerservice@cfsonline.co.uk
• Online: Submit an enquiry through our Enquiry page

If your complaint is about an existing order, please include your order number, the name on the order and the billing postcode. Tell us what has happened and what outcome you are seeking. For a product issue, clear photographs of the item and the affected area will help us review your complaint.

What Happens After You Contact Us?

Our Customer Service team will review the details and may contact you if we need more information. For a product complaint, a member of the team will work with you to investigate the issue and explain the next steps.

Complaints about our service or staff may be referred to the Customer Service Manager. A complaint concerning a member of our showroom team may be referred to the Sales Manager.

We aim to acknowledge written complaints within 24 hours of receipt. You can also speak to our Customer Service team by phone between 9 am and 5 pm, Monday to Friday.

How Long Will It Take?

We aim to resolve complaints within 30 days. Some cases may take longer if we need information from a supplier or need to arrange an inspection, replacement part or other action. We will keep you informed of the progress and explain any delay.

If You Are Unhappy With Our Response

If you feel your complaint has not been resolved, please tell us and ask for it to be escalated. A manager will review the case, including the information you have already provided and our response.

We aim to respond to an escalation within two working days. If we need longer to investigate, we will let you know.

Returns, Cancellations and Faulty Goods

If your complaint concerns a return or cancellation, please also read our Returns Policy for the steps that apply to your order. Your statutory rights still apply if goods are faulty, damaged or not as described.

Making a complaint does not affect those rights. Please contact us with your order details so we can look into the issue.

Contact Customer Service

Call: 0116 296 3800
Email: customerservice@cfsonline.co.uk

Please quote your order number whenever you contact us about an existing purchase.