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Furniture complaints

Information on furniture complaints and recommended procedures in the handling of these.

Furniture complaints

When purchasing new furniture, the customer must assume normal degradation of the furniture over time - appearance change and degradation - especially of fabrics and leathers, as a result of wear and tear. For furniture that will look good as long as possible, it is important that you take good care of it. Remember that neither furniture leather or upholstery fabrics are self-cleaning and maintenance-free and is affected by both the outer skin, hair, acidic sweat and smearing of jeans. In addition, the spillings also makes messes that must be treated immediately. Nevertheless, one must at all furniture calculate normal wear / degradation over time. If a new piece of furniture against expected has a deficiency, you as the buyer should within a reasonable time after you have discovered the defect - or should have discovered it, give the retailer a notice that you want to complain about the defect.

FOR COMPLAINT OF NEW FURNITURE

  1. Upon failure or lack of new furniture:
    Contact store/supplier who has sold the furniture.
  2. Upon failure or defect of new furniture and subsequent failure to comply with the said inquiry regarding the shop/supplier:
    Contact manufacturer of furniture.
  3. Upon failure or defect of new furniture and subsequent failure to comply with the said inquiry regarding the shop/supplier and manufacturer:
    Contact Consumer Council - advice phone number: 037037.

Note! mobelfakta.no does not treat furniture claims cases!


INFORMATION FROM CONSUMER COMPLAINTS COUNCIL ON FURNITURE IN 2011

Furniture complaints is considered by the Consumer Council as difficult complaints. The Consumer Council has a lot of complaints on the furniture, but unfortunately no record of the cases involving foreign or Norwegian furniture. There were a total of between 6-700 furniture cases registered as advisory cases and complaints nationwide in 2011. The Consumer Council is trying to avoid that counseling cases becomes complaints, but all cases that go under the Consumer Disputes Act are treated. Complaints are processed in the region where the claimant lives. In 2011, furniture lay on 7th place on the "Top 10 List" of product categories that were complained upon.

The appeal procedure is as follows: Dissatisfied consumers are first asked to contact the retailer where the product was purchased or the manufacturer. If the consumer doesn't get anywhere with the complaint the Consumer Council can be contacted for consideration about the complaint being a legitimate issue. 95% of the requests from consumer to the Consumer Council is a straightforward dispute - it is a case. The Consumer Council then takes over communication and inquiries towards dealer and manufacturer. The Consumer Council's assessment is not binding and have no legal force. But if the disagreeing party is not satisfied the matter may be taken on to the Consumer Dispute Committee that has legal force. The Consumer Council welcomes inquiries on its customer advisory telephone number: 037037.

Typical complaint cases about purchase of furniture:

  • Regretting the purchase – wish to undo the purchase
  • Late delivery
  • Transport damages
  • Pure product defects: Are mostly about textile - burling (is a very big problem but hard to get regarded as a commodity deficiency/weakness), wrong color and crazing.
  • Combination of leather and pvc create difficult complaints as these materials behave differently - matures differently.
  • Mattresses are difficult complaints - good guidance is needed when purchasing to ensure that the customer gets a product he/she is not going to complain upon.

PROPOSAL / WISH FROM CONSUMER COUNCIL:

  • Furniture manufacturers should improve the maintenance labeling - all products should have maintenance label!
  • Retailers should be liable to provide consumers with information about maintenance in connection with the sale of furniture!!

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