How do I make a complaint?
We understand sometimes not everything goes to plan, however, we always have our friendly customer support co-workers on hand to help with any queries or complaints you may have, whether these be regarding an in-store or an online purchase.
We are sorry something has gone wrong. We have several contact methods for you to contact us through if you need to make a complaint. Please click here to view our contact us page. Alternatively, if you would prefer to speak to a co-worker in the store, then please visit the Customer service areas located near the rear entrance.
With all of our contact methods, you will be required to confirm your personal information if this concerns a purchase or an order, so please make sure you have all of the information you need to hand.
Our current Contact Centre opening hours are:
- Live Chat: Connect with us directly through our live chat feature, available between the hours of 09:00-17:30.
- Chatbot: Get instant support any time of the day or night with our 24/7 support chatbot, Billie.
- Phone: Give us a call on 01733520006 between the hours of 07:00-20:00 Monday to Saturday and 07:00-19:00 on Sunday.
In the unlikely event that our Customer Service team are unable to resolve your complaint and you are still not satisfied, you may refer your complaint to RetailADR (previously 'The Retail Ombudsman') who specialise in providing an Alternative Dispute Resolution service out-of-court, once your complaint is referred to RetailADR correspondence is directly with them. As a member of the organisation, we are bound by their code of practice and rules, and will respond to any complaint referred to us by them.
You can contact them as follows:
- Address: RetailADR, 12 – 14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW
- Website: Retail Complaints | Shop Disputes Online and In-Store | RetailADR
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