The Furniture & Home Improvement Ombudsman Opiniones 

When I read previous comments I was hopeful with dealing with a independent and professional body, unfortunately my experience was poor I thought I had a reasonable chance for help with replacement or moor in depth investigation into my case, no such undertaking, was forthcoming, the ombudsman sided with the furniture company unsurprising, when I investigated that the furniture company actually pays to be a member of the society ombudsman group, this is not sour grapes as I am rectifying the problem myself now, but would not bother with this way of resolution ever again and wouldn’t advise anybody else to,

Back in November we created a case with Ombudsman Furniture, it's April now and we still don't have a decision. Sadly, as the comments suggest this service is not helpful as we were hoping for.

Shame minus stars are not possible. I just cannot begin to say how awful our experience with Glasswells and eventually the so valled Furniture Ombudsman was. Purchased a large 3 section wardrobe from them for £1700 ish and paid them to fix it in place. The doors started to stick and the frame moved out of line but very slowly such that we didn't report it to them until after their 12 month guarantee period was up, but the fault was progressive and not sudden. I suspect strongly that the carcass is simply not strong enough for three heavy mirrored sliding doors, they however preferred to say that we had mis-used the wardrobe, without evidence, because we hadn't mis-used it in any way. We took our complaint to the manufacturers .. Rauch and then the furniture ombudsman. The Rauch response was clearly the same as Glasswells, obviously because they are a big supplier and even the words in their response were the same. The ombudsman was not interested in my actual physical evidence refusing to visit, and found in favour of Glasswells.... the ombudsman is paid for by Glasswells and other large furniture retailers. So no surprise there. What none of them did was to give a credible reason for the wardrobe's subsidence nor engage with us. For the record I have 45 years professional experience of designing fitted furniture and most of our communications were with customer services people who clearly hadnt a clue about the issue. I would advise you not to buy from these people as they cannot be trusted to do the right thing or listen to you. The reason I'm posting this now is that I'm about to spend some time trying to fix the wardrobe so it's not dangerous and unsightly having had a final response from them saying that Glasswells would FIX their faulty wardrobe if we PAID them... Joke. The reason I'm not concerned about making these accusations is that that are all TRUE and provable so I would welcome Glasswells or the F.O. to try to say otherwise. I have a lot of evidence if anyone is interested and will happily send it to you cos Glasswells etc are clearly not.

Was totally useless, bias towards retailer, found out the retailers fund them, useless organisation with inexperienced staff, unfit for purpose. Do not use, take your case directly to small claims court and most importantly state you will attend court in person and not just send a written statement to court.

Dont waste your time they do nothing just take the BIG companies word for it. Typical of this country keep the working man down look after the fat cats. To all the case workers, you are absolutely useless.
To the reply below, it doesn’t matter how educated you are if you’re in the big companies pockets. Anyone can turn a blind eye when it suits. And as to your response saying I can take it to court, you say this to every bad review you have knowing that normal working class people don’t have the time or money to do it. Anyway keep doing what yous do looks like yous are really helpful 😂👍🏻

I purchased a mattress from DREAMS in February of 2023, receiving it in April of the same year. By October I noticed a dent. No problem, it's under a manufacturer warranty I thought. DREAMS chose not to honour this however so after weeks of wrangling I approached this ombudsman. I provided them with all the required information and some optional information. They then write to me to ask for something I had already provided.
The next time I hear from them, they write to say the company have offered me 20% off on a further purchase and that if I don't take this offer, I might not get a favourable outcome. I tell them there is not a scenario where I spend my money with DREAMS again as they've already wasted so much of my time so please decline and continue to look into my case.

The very next day I receive an adjudication that my claim will not be upheld as I've not provided enough proof that the mattress has a manufacturing fault. One wonders if this ombudsman is truly independent or not. I know I might come across as bitter as it's not gone in my favour but the fact the decision was made a day later makes no sense to me

They didn't investigate fully, read my evidence and found against me regarding a dispute with Homebase. The email they sent me stated I had had a refund when I haven't and then later said I hadn't. Homebase measured the kitchen from my building plans and then did a home visit. They mismeasured and then claimed I had personally made the walls narrower.

Absolutely disgusted! With all the evidential proof of Homebase in Winchester recommending a kitchen fitter, who turned out to be a scammer!, he damaged our oven, new fridge/freezer and walked out only installing ½ the kitchen (units were put up using plywood screws 10kg). I was given false insurance details and home address and Homebase deny recommending him even though i have emails clearly stating he fits kitchens for them! The ombudsman have closed the case saying the fitter is a separate contract, even though the kitchen designer in Homebase had constant communication with the fitter they recommended. I read the reviews before involving the ombudsman and saw that they side with the retailer! Proves its true. Waste of time they are!
I emailed them back only to be ignored! Says alot.
Update..received a letter from my bank saying this fitter is a fraudster! I did let the Ombudsman know by emailing them but surprise, surprise...no reply.

It took me months to get a response from B&Q who i would never recommend especially their complaint department and I finally decided to contact the ombudsman. Within a day of having received my email Teniola Opara the ombudsman called me. I was totally shocked that someone had the courtesy to call and listen to my concerns. I would say wholeheartedly I had the pleasure of receiving top notch service from start to finish from her. Not only did she address my needs with utmost professionalism but also exceeded my expectations and provided me with swift resolution and generous compensation. Her commitment to excellence sets her apart and I wholeheartedly would recommend her services unreservedly. I want to thank her for her speedy response and bringing back faith that someone is there to assist and listen when you need them most on these situations. So thank you Teniola. I hope you are promoted your an asset to your organisation. Ms Shahin Hussain

After several weeks of getting nowhere with Wrens concerning faulty workmanship by their fitter. I contacted the ombudsman with my complaint. Within days I had a phone call from Wrens with a solution. Until then they were adamant that I was in the wrong. Very pleased with the result.
Penny Barrett

I had a recent poor experience with furniture village where my expensive coffee table was damaged by a glass cabinet and falling onto table and damaging it. FV admitted the hinges were flawed and agreed to replace the glass door but absolved themselves of any responsibility to damage to my table. So I contacted ombudsman in the hope they would pursue it fairly and justly. After receiving one e mail from a lady called A who asked me for an explanation into what happened. She then responded by saying there was not enough evidence to take it forward which i found staggering as there most definitely was and then she states she was closing the case. The end, no discussion no further debate. Thats it. After reviewing everything to do with furniture village on social media and the disturbing links to the furniture ombudsman and how they are in bed together . I can see now, why that is considering the experience i have had. I will not let go this and will pursue other avenues. This organisation that is tne ombudsman is an absolute farce and joke. Why do they even exist. Makes you wonder. Do not use these otherwise it will end in heartbreak

If you are expecting an honest, unbiased review of the products and installation of a Wickes bathroom that was poorly installed for example, where your comprehensive evidence that you have taken time to collate is at least considered then sadly the Furniture Ombudsman seems to be unable to help you.
They have taken 221 days to review my case. Throughout this time, they failed to effectively communicate with me and yet they pride themselves on regular communication with 'their' businesses, being transparent with those whom have already let you down by failing to deliver on the services you paid for. Remember that these businesses are their employers. They pay their wages and so the Furniture Ombudsman consider their interests only. I firmly believe the Furniture Ombudsman did not read, yet alone consider any of my evidence. All words used were exactly those of the business and not mine at any stage. They did not even get the details of my complaint correct. They simply work for these businesses, solely focusing on their interests, caring nothing for the consumers who continue to be let down. My advice is to go straight to court, cut out the Furniture Ombudsman extension that prolongs the agony and utilise your time getting the legal support from the legal system. At least then you have a chance of a fair, impartial and just hearing. This is now what I am doing.
I know that I would struggle to sleep at night if I treated consumers who had come to me for a fair hearing after being let-down by a business in this way. AVOID, AVOID, AVOID and seek the legal route.
Note to the Furniture Ombudsman: I would appreciate it if you do not bother to write underneath my review your copied and pasted bog-standard response. It means nothing.
Added 28.3.24:
After receiving a response below (even though I told them not to bother leaving their bog-standard response, which is just what they did), and from the Head Ombudsman (after I complained) whose response was that I had received a fair and just review, even though it has been found that my fitted toilets have not even been fixed to the floor and they move! Honestly, they are all the same - just a very biased utter waste of time. The legal process against Wickes is in progress - I am taking it all the way myself. Shame on you Furniture Ombudsman.

A total and utter waste of time. After I submitted my complaint along with photographs, emails and a detailed written summary of the defects on my sofa I awaited the retailers response.
Even though the photos speak for themselves and despite the retailer not even bothering to reply to fhio within the 28 days, they have closed my case. What I said doesn't matter. Without prior correspondence to me the case handler appears to have completely disregarded my evidence and taken the retailers "engineers report" as fact.
The same report I completely disagreed with from the beginning and the reason I involved the ombudsman in the first place!!!
I've since learned that this outfit is funded the very cowboys they proclaim to "investigate"...
So much for impartiality.
Seriously, its a farce, just go to small claims and/or trading standards and save your frustration.

Shocking service! Very clearly biased and bent - my case was “assessed” - unbelievable how the “impartial” ombudsman did not acknowledge the full complaint - ignoring critical evidence and catering his response towards DREAMS !! Don’t waste your time with this service it’s corrupt and biased!! Go straight to court instead

Homebase don't buy a Kitchen only 15months old and unit doors are bubbling.
They sent someone to investigate and report said probably due to moisture ingress.
I have a wall fan and oven fan extractor.Homebase said that the guarantee doesn't cover this and they will not do anything about it.I have written. A complaints letter including fit for purpose and 2015 Act
So if you want to cook clean or make a cup of tea don't buy from Homebase.

Tia was my advisor.
She always had an approachable manner. Emails were open honest and always offering help and support. Requests made in a pleasant manner for extra evidence.
Made my case to dreams and got the end result I had hoped for after difficult
and sometimes unpleasant conversations with Dreams customer service and poor aftercare.
A difficult job I appreciate but always helped where she could.
Thank you

The Furniture Ombudsman is a total and complete waste of time. My case handler was incompetent to put it mildly and showed little interest.

Dont know if this is funded by the Government but if it is it is a total and utter waste of time, energy and money. Write to BBC Watchdog instead.

The threat of intervention by FHIO appeared to bring the company to the table and they offered full settlement of the dispute within a couple of days. Prior to the application to the FHIO the company wouldn't respond. A good result.

Ombudsman in charge of case we had no doubt she had already made up her mind before even speaking to us. She had clearly not read or understood the evidence submitted and sided with the company in question. Turns out they are funded by the very companies you are complaining about. The title of a dispute resolution is a farce as they do not ever get the Company to change its position so how is that meant to resolve a dispute. I felt like I was dealing with a non functional school leaver with nil intelligence. Some what corrupt?

Disgraceful, these people are about as good as a chocolate fire guard, meant to be impartial what a joke , did not even look at my complaint and sided with the company that helps pay their wages, total waste of time!