How to avoid complaints

Advice for consumers

Complaints on the increase - How to ensure you don't fall into the trap.

The Association of Master Upholsterers and Soft Furnishers receives a great number of complaints relating to the quality of upholstered furniture and soft furnishing both new and refurbished. Fortunately, the vast majority of these complaints originate from non-member companies and individuals. However, one of the reasons for our existence is to promote good practice, quality workmanship and most importantly good customer relations. We therefore take a great pride in the efficiency of the Association in dealing with complaints which originate from non-members, and on rare occasions members. One of the problems we are frequently faced with, is the differential on pricing. I am often asked the question; why is it that contractor A is quoting for example, five or six hundred pounds more than contractor B. Investigation usually leads to the discovery that the customer is not comparing like with like and this is due to the lack of understanding and research into the questions which should be asked:
Are you going to reupholster my suite i.e. strip it down to the frame and replace all the padding, or are you going to recover i.e. remove old cover and replace with new?
This alone can make an enormous difference to the price. What about the springing system, will this be checked and replaced, if required. Other areas of concern not immediately obvious are the frame and fillings.

Be clear in your requirements.

Before arranging your home visit and estimate, make a list of questions you intend to ask; what sort of cushions will you have; what are the advantages of HR foam over Latex, or vice versa. Do you want a covering fabric which is easily cleaned, will it be soil resistant - all these and more, are questions which you should consider when placing an order.

Generally Speaking

A word of advice with regard to the basics. Broadly speaking you should be able to distinguish between Re-upholstery and Recovery. Recovery is `generally' the removal of the original cover and the replacement of same with a material of your choice - providing your choice complies with Furniture and Furnishing (Fire) (Safety) Regulations 1988. Re-upholstery on the other hand includes replacement of some or all of the padding, the cover and other internal stuffing and components etc.

Ask relevant questions.

When placing an order for work of this nature, be specific, ask questions, let the upholsterer know exactly what you want and what you expect of him and the materials he intends to use. Most members of the Association of Master Upholsterers are dedicated craftsmen with a passion for the craft who will produce a first class piece of work, if you tell them exactly what it is you want, and if you are able to communicate your vision of the finished job to the upholsterer.

Written estimates avoid confusion.

Having made the decision to proceed - which should be based on your (researched) requirements and the upholsterers professional advice - try to obtain a written estimate which clearly shows the total price including VAT and delivery, also ensure that your requirements are written into the document. If you follow these simple guidelines you are likely to obtain the best service from your upholsterer and a first class result. Penultimately. It is important to be paid for one's labours. Please ensure that you are aware of the total cost of the work and that you are ready to pay the bill when the goods are delivered and checked, or alternatively make arrangements with your upholsterer with regard to the financial arrangements before the order is placed.

Don't take it for granted.

A great many small firms display the logo of the association to which they belong, but how can you be sure that they are members. We are receiving a growing number of complaints from people who have entered into contracts with firms and individuals who display our Crest, when in fact they are not and never have been (in many cases) members at all. We can take action against the perpetrators, but this does not help the customer. So what should you do? If you are considering using a contractor who is displaying the Crest, if you are in any doubt at all, give us a call, our staff will be pleased to talk to you. This advice applies to any work, if you doubt the credentials of the contractor, always check first.
Mike Spencer.
General Secretary.

For listings of current members please visit the on-line directory

THE ASSOCIATION OF MASTER UPHOLSTERERS & SOFT FURNISHERS.
Q1 CAPITAL POINT
CAPITAL BUSINESS PARK
PARKWAY
TROWBRIDGE
CARDIFF
CF3 2PU

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