RetailADR Reviews 

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!

Opened a case against SCS after sofa seat sagged after 4 months but after appealing told no fault and case closed. I have a reputable local upholstere repairing the seat at a cost of £165 to me disgusting. Local news following this as upholsterer deals quite often SCS sofas and chairs. Totally disgusted with all dealings

Worst than useless. Bought 2 dresses from Debenhams, one was sent and the other wasn't. I had to chase Debenhams for the second dress which was no longer available online however was available in a near by store. Since the dress was already paid for, I asked Debenhams if I can go to collect the dress in store, they said no that I had to pay again. I refused, it took over 4 months to get a refund. Debenhams offered 10% off my next purchase as compensation which I refused. RetailADR ruled that Debenhams was right. Right not to deliver dress, right not to pay on time, right in everything they did. RetailADR is a joke of a company.

If I could give them no stars then I would. Completely biased system with incompetent staff who completely fail to read and understand the information provided. Surprise surprise they ignore everything I say (backed up with evidence) and take everything the retailer says (with no evidence at all) as gospel. Also their system allows their adjudicators to ask questions of either party or request additional evidence but rather than actually do it, they simply decide in favour of the retailer citing "lack of evidence provided". A complete stitch up. These companies pay the wages of Retail ADR so no surprise that they decide in their favour all of the time. Utter farce.

Update on my review below. I got so fed up that I invoked Retail ADR's complaints procedure citing maladministration, failing to apply their own rules and telling them that I was going to go to County Court if they didn't respond. I got an almost instant response from their Executive Office and two days later Ikea were in touch about arrangements for the almost year long overdue refund. Ikea spoilt the party a bit by fussing and faffinf about the process and in the end I took the mattresses back to a store and, after more head scratching by the - very nice - staff in the Returns office, I eventually got my refund. Stick with it, don't give up, know your rights and be prepared to use them is the only advice I can offer to others. Have uprated my score to 2* but I am being generous!

Eventually got a decision but now Ikea are ignoring it and Retail ADR are doing nothing. Also worth mentioning, as others have said, the decision was appallingly badly written and had to be read several times to make any sense of it. Although it purported to award in my favour it also seemed heavily biased towards Ikea. Like others I am left wondering what on earth is the point of this organisation. If others are right that it is funded by the Retail stores then it has a huge conflict of interest likely to result in inherent bias - it won't bite the hand that feeds it. Surely it should be a Government Agency or at least put in the hands of a reputable consumer body?
My conclusion is that it's a sop that has been put in place to appease the ripped off consumer and to reduce the burden on the small claims court process.

Worst website I have ever used. Why its so difficult to use is obviously to put people off complaining. No other possible reason I can see.
They take 3 months to look at a case. Again another attempt to put people off making a complaint.
IKEA didn't even bother to add any info at all as they know its just a scam and don't need to.

My advice is small claims as you don't even have to go to court. The companies would have to pay more to send someone. So they pay you to drop it. That's what happened to me lol

Having basically sat on my complaint for 4 months, this company completely ignored/contradicted advice I received from Trading Standards to find in favour of AO (don't get me started on them!!). They gave me 28 days to respond to their decision but have repeatedly ignored my attempts to do so and have not acknowledged my email informing them that Trading Standards have released my files containing the information they have provided (which would make it clear that RetailADR's decision is WRONG). It has taken many hours of my time to first pursue AO and now further hours wasted trying to pursue my complaint with RetailADR. Thanks to them the only recourse I now have is through the Small Claims Court (more time and money!). Absolutely disgusting service and I would strongly advise that everyone steers well clear of this company.,

Like everyone else has stated this company is a absolute joke! My dispute was ment to be sorted within 90 days it’s took about double that, message the adjudicator about 2 times and get ignored. Open various tickets and they eventually reply stating they are slightly behind! Slightly!!
They state that I have proven that the eternity ring I bought is tarnished and needs to be replated after just 7 months! Yet they feel I don’t deserve a refund!
Now going to file for court and will be contacting trading standards as this company should not be allowed to trade. They have now wasted 7 months of my time waiting for them to just palm me off and side with a company selling junk who didint even respond to them!
When putting a complaint in they won’t even do that, they won’t answer questions, ignore what you are saying. I’ve pulled apart the outcome they came up with and asked for them to explain 3 points and how they came up with a biased view. They ignore it twice as clearly cannot explain it. Complete waste of time and cause nothing but stress. Don’t know how this company is allowed to operate. 100% bad feedback on here and various other complaints online show how biased and inadequate this company is.
Upon looking online this company is funded by the company’s they work with, this says it all. The company’s have to pay them a yearly fee to be involved, explains to me why they are biased!

This 'ombudsman'are an absolute waste of time. It took months for the ADR to finally look at my case (they said 60 days but it took 120). Then they simply sent me some waffle and made a final decision based on an incorrect assumption to which I have no redress. They say to give contact details in case they need more information, but do not contact you and dismiss your case because they needed more information. Co-incidently they always seem to side with the organisations that pay to be part of their 'scheme' and not the consumer.

Useless! Our SCS sofa started falling apart in less than 12 months. We've had three attempts to repair, which hasn't worked! Third attempt, the clown they sent caused further damage! The next visit, the home serve report stated it was a manufacturing fault, the frame was collapsing! After waiting for a reply, Retail ADR have decided there is no justification for our complaint! They obviously work for and side with SCS!

Dealt with ADR for an SCS case I had terrible service didn’t even come to see my damaged carpet just sided with SCS. I had to chase then every step of the way. Rude replies from ADR didn’t care I only had an £800 carpet for three weeks before it was ruined by SCS carpet cleaner. Don’t bother wasting your time using them 😡

Dreadful company gets paid by SCS as and others not to help but to delay and fob you off no one has ever got anywhere with these muppits ...bag of bad worms be warned creation finance who get back handers from SCS adr are paid by SCS and trustpilot

Please don't use SCS or this dispute service

Glaringly obvious discoloration on my sofa and chair but despite photographic evidence and months of waiting ADR say it is still fit for purpose! These people must be funded by the shoddy companies we complain about. Don't waste your time.

Dreadful service can literally see no point to it we have a dispute with a recliner chair it’s taken months for ADR to come to the conclusion there’s no case to answer without even setting eyes on said chair complete waste of time 😡🤬

We contacted Retail ADR to handle a complaint again SCS Sofas, they have been equally useless. Our claim went over the 90 day limit, they then changed the date on our dashboard. They have refused to act on new information we presented to them.
We first contacted them at the end of January, it is now June and we are no closer to having our issue sorted.

They allowed store to dictate what my complaint was. Failed to understand the complaint or the law, and failed to meet their own timescales. The adjudication was so badly written that I had to ask for clarification which they failed to provide and then said I was out of time to either accept or reject the adjudication. They failed to provide their own complaints policy it service standards. The web site links went to empty pages. They treated my complaint about them as an appeal against the adjudication. Their esponse to the complaint was sketchy and did not respond to concerns raised. I asked who they were answerable to but they failed to respond. I made a subject access request under GDPR and I cannot access the information unless I register with a third party organisation that I have to give permission to allow them to use my data. I am taking the store to the County Court - it is easier and I feel more trustworthy.

Service is even worse than the company that I am in dispute with which is SCS Sofas; absolutely shocking service, been ongoing for months now and no further forward. Please don't use SCS or this dispute service, spend your hard earned money with a company that looks after their customers.