I am sharing my experience with Raft Furniture (also trading as House of Raft Furniture) to warn potential customers.I placed an order and paid a deposit, which I later cancelled within my legal consumer rights. Despite this, Raft Furniture has refused to refund my deposit and instead attempted to issue a credit note, which is not lawful in this situation.I made repeated efforts to resolve the matter directly through customer service and attempted to escalate the issue to senior management. These attempts were unsuccessful, with no effective escalation route provided and some communications failing entirely. This left me without any meaningful way to resolve the issue internally.This situation caused significant distress, financial hardship and loss of time, particularly as it coincided with serious personal circumstances following a natural disaster abroad.Based on my experience and wider reports, this appears to be a longstanding practice, with refunds routinely withheld under the guise of “contractual terms,” regardless of statutory consumer rights. Customer service was dismissive, obstructive and showed little regard for legal obligations or customer welfare.I have since raised a formal complaint and have reserved my right to pursue the matter through Trading Standards and the Small Claims Court.My advice: Avoid Raft Furniture entirely. Their handling of refunds and customer care is unethical, unlawful, and deeply distressing.
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Raft Furniture was founded in 1999 by Heinz Frye and Mick Quinn. A family-run business that refuses to take shortcuts, Raft is committed to style that doesn't cost the planet.
With three showrooms in Westfield White City, Richmond and St Albans, Raft embraces the art of slow, easy living with timeless designs and skilled craftsmanship. Raft sofas are handmade in-house in North London and its signature reclaimed teak furniture is crafted from timber that has been salvaged from old Indonesian homes, ships and bridges and dried in a solar powered kiln.
Raft is a reclaimed teak specialist and a leading expert in handmade sofas. Raft epitomises relaxed yet refined style, embracing thoughtful interior design and slow, sustainable furniture. A timeless antidote to fast furniture and throwaway culture.
Raft is the ultimate location for bespoke manufacturing, personalised interior design and knowledgeable customer service. See more
