RetailADR Reviews 

After 18 months of waiting for an outcome, regarding an Ikea sofa bed with a dodgy conversion mechanism, RetailADR turned out to be bias, unresponsive and not worth bothering with. I am about to start an online small claims...I suggest you do the same and save yourself time

Waste of time. Uploaded all evidence and lengthy detailed history.
As soon as the company I complained about knew I had taken complaint further they stopped denying everything. My complaint remained un-challenged and yet CDRL have completely ignored it and have made no judgement. Absolutely no communication from RetailADR at any point.

Going to small claims court as I should have done 6 months ago.

CORRUPT! Have close connections with the retailer SCS sofas and flooring ! Really dodgy, their corrupt practices with SCS needs investigating urgently. Highly likely getting hand outs from SCS. Needs investigation. If you need to claim back funds from SCS for their dodgy products or you haven’t received the goods/service you paid for and you paid by debit card, do a debit card charge back claim with your bank, it works. Just don’t use the Retailer ADR. If you paid by credit card or did finance, go to the financial ombudsman as they will accept your claim. Whatever you do avoid using this corrupt service.

Slow responses and team members who either didn't want to or weren't capable of understanding the queries I raised about the settlement. It took 18 months to fully resolve and that required an awful lot of phoning and complaining from my side. The director of communications is terrible at communicating. The rest of the admin staff are either robots or just don't care. It's a shame this is the service you get, having gone through a terrible experience with the retailer in the first place.

IKEA failed to deliver several times, little to no correspondence. Made complaints via email/phone call and in a nutshell ignored the issue. Started with resolver, then escalated to RetailADR, case was handled promptly and IKEA refunded my delivery charge in full, they didn't honour their e-voucher, stating it was delivered to me which is untrue but my main concern was the delivery refund and that was sorted very promptly.

I can only assume for those dissatisfied with RetailADR is you've provided no proof and expect miracles.

Absolutely awful. The service provided by CDRL is not fit for purpose. After much time, effort and money I won my case and CDRL informed me company I complained about, ACER, had 28 days to pay me the money I was awarded by CDRL adjudicator. The 28 days came and went and no money from ACER.When I contacted CDRL to ask what next, they said they couldn't help and I'd need to seek advice from Citiens Advice! What a joke of an organisation.

The whole process took a while mainly because of Covid. Once my case was accepted it completed within a matter of under 2 months. My experience is one of complete satisfaction and I was successful in my complaint against a major High Street Store - which is signed-up to this ADR. I was awarded a full refund. I had teething problems navigating the CDRL Portal at first but the support team (all working from home), were always very understanding, patient and quick to answer all my queries. Needless to say I am very happy with the outcome and must give praise where it is due. I followed their rules carefully and resisted the temptation to be sarcastic about the Retailer concerned. I took their advice about sticking to the facts. Keep all your photos, letters and Emails. It isn't enough just to complain, you must apply your experience strictly to the UK Government Consumer Protection Laws: the 2008 and 2015 are the main ones you need and are both on-line. Explanatory notes and advice are also available on several websites.If you have been misled or unfairly treated, the answers are all there.
I didn't get my money back immediately - this needs to be chased up by the Complainant - i.e. YOU. The CDRL's obligation ends with their final Ruling and Award. It all depends on whether or not the Retailer concerned is 'signed up' to the CDRL. The law, at the moment, is that this is optional. However, irrespective of whether they are signed up or not, the CDRL's ruling will be upheld in a Court of Law - the small claims court is about £30 and you should get that back from the retailer in the final ruling. You can apply through on-line forms and you probably won't even have to attend Court. Only deal with the Customer Services at Head Office - not the Shop. Threatening them with Court action is usually enough, and do so by Email not phone.
However if the retailer concerned is 'signed up' to the CDRL (as in my case), they have a contractual obligation to honour the ADR Ruling & reimburse you. They 'drag their feet' and faff about but you WILL get your money back.

I began my complaint on or around the 19th June 2020 with Retail ADR. The complaint arose after i'd purchased a Microsoft Surface 7 from AO which within 6 months became faulty. I was redirected to Microsoft by AO, and despite troubleshooting, remained faulty and was subsequently issued a replacement device. Within two weeks, the replacement device presented as being faulty for a different reason. Naturally I wasn't happy and wanted either an exchange for a different brand, or a refund issued. Microsoft refused to do this because I did not purchase the device from them, and AO refused as the replacement device I had did not come from them. AO recommended I contacted Retail ADR so that's what I did. Last week I spoke with Customer Resolutions at AO who have agreed to exchange my device which I get to choose. It will be sent by same day courier in which they will retrieve the faulty device also. This resolution took approximately 8 weeks, which I was quite impressed with given the current Covid pandemic.

I found the process of submitting my complaint to Retail ADR relatively straightforward. My claim handler was efficient at replying also.

reported my complaint to the ADR - they did rule in my favor and outlined a settlement. I accepted this via there portal.

I haven't received the settlement, I have left a message on the portal to no reply. i have no idea where to now go with this.

Until this point I found the service, although long winded to be fair and took on relevant points provided and ruled correctly.

Shockingly bad service. Ignored all my points and basically applied a carte blanch approach that wholly sided with the Retailer (SCS) who I will absolutely never use again for anything ever. I wasted months and months and put everything into great detail but it felt a total and utter waste of time.

Amazing service. Impartial and fair

I started my complaint at the start of September 2019 (still ongoing). The complaint regarded a table that I bought from Debenhams and the veneer lifting and bubbling within 14 months of purchase. Because it was after a year Debenhams refused to do anything about it so I was directed to retail ADR. the form was simple enough to fill out, however, it took a really long time for anyone to get back to me and there was very little correspondence from my case manager in during the whole process - I didn't even receive replies to my emails. My case manager finally came to their decision on 4th of April 2020 (8months after my initial complaint was raised with them) - which was in my favour. I accepted straight away with the hopes that this would progress the complaint to the final stage, however, 10 weeks later, my Retail ADR account is showing that my case manager 'needs to take action', I have had no communication with Debenhams, still have a faulty table and not quite sure what I am supposed to be doing next to actually get my table repaired...

Absolute joke. Wasted 6 months. They do not help the consumer. Do not waste your time. Deal with the problem yourselves!

Purchased an expensive leather suite from SCS. The colour faded within eighteen months. SCS must have a create an excuse department they came up with so many. Registered with ADR. five weeks overdue on ADRs own date for first stage, three weeks overdue on next stage. Each time it only moved on after I phoned and complained. Cancelled ADR and took it to small claims court. Easy to do and within a few weeks had a payout from SCS.
Don't bother with ADR they are either completely useless or an industry rubber stamp.

I want to complain about Create and Craft tv who are run by Ideal Shopping Direct, who sold me a Singer 7285Q Patchwork & Quilting Sewing Machine without declaring it to be a 'not full size' sewing machine. I believe that Create & Craft tv and Ideal Shopping Direct have responsibility for giving accurate information so that customers can make an informed decision before placing an order. Had Create & Craft tv and Ideal Shopping Direct declared that it was not a 'full size' machine I would never have bought it. I believe it was 'mis-sold'

I want RetailADR to investigate this.

it appears that if a company is not registered with RetailADR then a complaint cannot be filed.

Create & Craft tv and Ideal Shopping Direct are not on the list of 'signed up' businesses, so a complaint cannot be filed with RetailADR

I tried to contact RetailADR by use of their Contact Us box, I put on a message and received an email saying that they do not reply on this email address - well why do they have a Contact Us link.

Having read some of the comments on here about RetailADR it seems that it would have been a wasted effort anyway as it seems that they are 'on the side' of the retailers.

I now intend to investigate the background to RetailADR, who they are responsible to, where their funding comes from. Surely a true dispute resolution system should not need the business to voluntarily sign up..

When I have all the required information I will be making a complaint about how pointless this system is as an avenue for making a complaint about a business.

It grieves me to give even one point, I would like to have given a minus marking.

I have to say RetailADR have been fantastic with our case, they seem to have a lot of bad reviews but I haven't got a bad word to say about them that's why I have given them 5 stars. I guess we have been the lucky ones. They kept in constant contact the whole way through our case and explained everything we needed them to. I hope we are not in a situation where we need to use them again but I wouldn't hesitate to contact them if we do.

I contacted RetailADR after awful service from SCS which involved me taking 2 days unnecessary leave because of moved delivery dates. The store manager was also very inappropriate with the way he spoke to me. RetailADR have obtained a settlement figure for me which is no-where near what I earn for the 2 days however it was better than what the store offered me. The process did take a while and I didn't find the dashboard that easy to use!

Last year my elderly mother went into an SCS store and paid a substantial deposit on furniture that she did not need, as only months before had purchased new furniture from the same store, my sister when learning of our mums actions immediately went into the store and explained that our mum was elderly and confused and did not need any new furniture and why, but they said that because she had paid in store instead of online she was not entitled to her money back.....RetailADR stepped in and a case was opened they looked fairly at both party's arguments and today ruled in my mums favor and SCS will now have to refund my mother her money.

I can confirm Retail ADR are as much use as a chocolate teapot! We complained to Retail ADR in September 2019, about our carpets which we purchased from SCS in November 2018 (they are awful quality). We received their response yesterday, they sided with SCS, no surprise there! Retail ADR are impossible to get hold off, they never return calls, and they never respond to emails.
Midway through our complaint we found the carpet pile anchorage to be insufficient. We had an independent inspection completed on the carpets, which confirmed a manufacturing defect. I emailed Retail ADR asking if they would like a copy of this inspection, I never received a response, I asked several times, never received a response. So, when we received our report from Retail ADR yesterday and read where they have stated that our information supplied was not sufficient...you could have knocked me down with a feather. To make a decision, based on half the facts, knowing that you are to responding to phone calls and email requests is awful. If I behaved like this in my job, I wouldn’t have a job anymore! Appalling service...we shall be starting court proceedings now against SCS. Please do not waste your time with Retail ADR.

Do not use! The most appalling experience from using the website to responses or complete lack of response. Not deserved one star! Worse than the companies they represent. Month after month of anguish. Good bye £1000. Don’t use Harvey Nichols EVER!