Consumer Dispute Resolution Opiniões 

Absolute joke of a service. I made a complaint regarding bullying from Poundland staff where I was wrongly accused of being a problem.

I went to the CDRL and they deliberately ignored every part of the complaint that had evidence and then sided with the company and their corrupt practices.

After Currys cancelled my order whilst I was travelling to collect it I ended up in dispute with them. Although I was advised "no payment has been taken," I discovered I had been charged the full order value leaving me with a £200 gift card worth nothing. After extensive correspondence and repeated failures by Currys I sought arbitration.

I provided testimony and 8 pieces of recorded evidence some of which was transaction evidence issued to me by Currys.

In response Currys provided a narrative statement to CDRL which was false in crucial areas. The respondent provided no evidence to support their statement yet the arbitrator has accepted it without any evidence or substantiation.
Currys gift card conditions issued to me formed part of my evidence yet the arbitrator has seemingly sought additional information via the internet to support the reasoning behind CDRL's final decision. This information was never conveyed to me until the arbitration was complete.

Finally, I question the reference to my supposed contact with Currys on 12th December. I made no contact with anyone outside my family as I attended a lifetime event to support my daughter. On this day I left home at 9am and returned 12 and a half hours later.
I made a Subject Access Request to the Currys Data Protection Team who repeatedly stalled before finally advising they have been unable to locate any record of calls made to or from me on 12th December.

I raised a complaint directly with CDRL 17 weeks ago but have heard nothing from them.

I do not believe CDRL are suitable for arbitration, their process reeks of "shambitration."

I have learned from bitter experience to never again engage with Currys or CDRL.

A rotten and reprehensible company that don't care for consumers! If I didn't know otherwise, I would have thought that CDRL stood for "Consumers Despised, Retailers Lauded". I had a poor offer from Currys, who referred my complaint to 'CDRL' (which, ultimately, awarded in Currys favour following my complaint). Our Samsung Fridge-Freezer failed twice in less than 4 years and, despite Currys offering a paltry "gesture", CDRL have instructed them to pay NOTHING meaning that I am completely out of pocket. The only way they would consider a partial refund is if I obtain an engineers report, confirming that there was an inherent manufacturing fault. Considering that an engineers report is not guaranteed to be able to show this, and that the cost of an engineers inspection is more than the possible refund I would receive, I would be further out of pocket than I am now! Ironically, CDRLs case manager ("Elvis Garikai Chivasa") even agreed that a fridge-freezer should last at least 6 years and yet still awarded in Currys favour!! I also have a copy of an online transcript with "Vineet" from Currys, advising that they WOULD repair or replace our fridge-freezer (but they have then reneged on this with NO explanation, NO gesture of goodwill and NO apology for either their incompetence or just plain lies)! Bearing in mind we have lost 2 full freezer loads (over £200 worth of food), we have a 2 year old child and need to make sure he doesn't get food poisoning due to a non-working fridge-freezer and that I (as a type 1 diabetic) can't store my insulin and emergency seizure medication (as required) in a fridge, Currys and CDRL simply DO NOT CARE about families or individuals with Chronic health conditions or disabilities. I wrote to Currys CEO (Alexander Baldock) directly and he didn't have the courtesy to even acknowledge my complaint, let alone reply to it or assign it to a member of his team to confirm that they were replying on his behalf. Avoid Currys. Avoid CDRL. Neither care and, judging by the appallingly low Trustpilot score of just 1.3 stars out of 5, this should give you an idea thay CDRL are a detestable and loathsome company. With a young child and my chronic health condition, I am disgusted that this matter has dragged out for almost 4 months and the fridge-freezer is STILL unfixed - we simply don't have the money to repair or replace it. A partial refund (as originally offered by Currys) would have at least helped us towards getting a replacement; an issue that CDRL have hindered, not helped with. Appalling - avoid, avoid, avoid!

This company has supposed to be unbiased. It is anything but. My dealing with them was due to the Rise & Recliner chair I bought from Grampian Furnishings, Elgin. I was stuck with this Rise & Recliner due to their customer care service is sorely lacking. I can't stress this enough for anyone who has spinal issues: etc Scoliosis. This is part of my health issue but the one Grampian Furnishers; Gillies and CDRL all blamed me for. The way I used the chair. I am in my 70s so I think I know how to use an armchair. Blaming my health issues and saying I shouldn't have to "touch" the Armrests at all. Because my spine is turned to the left I obviously had to lean on the left armrest. This caused pain and discomfort in my left arm (I have osteoathritis) and only barely 1 inch of some kind of foam in the armrests padding. I have been fortunate enough to sell this chair. I advise anyone looking for a very comfortably padded Rise & Recliner to visit Celebrations of Turriff. Their customer satisfaction is The Very Best

Same as everybody else. They are not fit for purpose and are most definitely not independent or unbiased and are more than likely in the pay of the retailers. Submitted a lot of information including pictures and other supporting documentation regarding poor quality kitchen sink which showed scratches after 2 weeks of minimal use and all IKEA submitted was a single paragraph saying that we should have read a small piece of information tucked away on their website.
The adjudicator then responded within minutes of the final reply from IKEA and surprise they sided with them. Given the timeframe they most definitely did not even look at any of the evidence I supplied
What a complete and utter waste of time!!!!!!

They just closed the case without outcome or communication.

I really can't say enough how absoloulty appaling this service is. My next step will be writing to my MP. According to their judgement they would have found in my favour had I submitted some documents. I had the documents they needed. At no point did they ask me for those documents. They gas company had not even responded to them at all. There is no right to reply. Disgraceful. I will not be letting this lie.

Just echoing what seems to already been said here, wish I’d seen it first. Had an awful time with ikea customer services when having a kitchen installed - so it doesn’t surprise me that they use this platform for their complaints. No one seems to care in the installation team at IKEA. With CDRL I requested a telephone call, no acknowledgement or message response. I used them for the same complaint twice and although they upheld my claim in part… communication is awful and the website is shockingly bad. Recently because I haven’t confirmed whether I agree with there decision or not, they’re going to tell IKEA that they don’t have to uphold any of it, laughable.

Absolute waste of time. After multiple comms and timewasting and getting permissions they closed the case against Currys and told me to go to the Communications Ombudsman, who do not regulate Currys in any way so it is impossible to go to them. Terrible service and useless.

Unfortunately I have just had the same experience with this useless company. Once again Curry’s wanted me to use this company for a dispute over a dishwasher that’s still under manufacture warranty, going to do it myself now, two brilliant companies we don’t think!!!!!!!

Same as every other review. Total waste of time and effort. Appart from the whole process being tedious and the website being hard to use they don't care about the consumer. Only protecting the company.
I sent proof, pictures, emails, dotted every I and crossed every t.

Months later, claim failed.

Joke

An absolute waste of time. They did nothing but drag out my situation and complaint about both Grampian Furnishers & Gillies. My complaint about the lack of padding in the armrests of the Rise & Recliner I bought. After only a few weeks I started to feel the wood in the left arm. I contacted them saying that the padding had split or moved. A technician arrived had a look it, took a couple of photos then left. His report said the frame wasn't broken!! I never said it was. Now I am in my 70's and disabled but I do know how to use a chair. So I complained this was still causing me a lot of pain and discomfort. Celebrity who made the chair offered to change the seat padding as a gesture of goodwill!! There's nothing wrong with the seat padding. I went to C.A.B. they gave me the details for A.D.R. which is now C.D.R.L They received my complaint along with Grampian Furnishers & Gillies. Both those companies said that it was my fault and the way I used the chair. After waiting 3mths CDRL came back with the exact same wording "I am to blame for the way I use the chair". Such an ignorant response from who has supposed to be an "impartial/neutral arbitrator. I am a disabled pensioner who apparently doesn't know how to use an armchair. I also shouldn't need to touch the armrests as I have the rise & recliner. They are called armrests because they are for resting your arms. Apparently the chairs G.F. & Gillies sell are really for show because you definately cannot sit comfortable in them. You would be leaning on barely 1inch of foam and gives no protection against the wooden frame. One of the technicians also removed a broken machine needle stuck in the same side left side of the chair. Don't buy any rise & recliner from them because once they have your money they don't care. Go to Celebrations of Turriff their moto is and always has been customer satisfaction. My last leather suite was from them. The only faulty of mine was not going back to Celebrations, they didn’t even charge for delivery to Elgin, yet G.F. charged £79 and they're barely 1 mile away.

Case handler failed to read simple words and numbers and based their response on wrong facts. Utter joke of a company! Avoid at all costs. They shouldn't even be trading.

Utter farce of a company.

I provided evidence, spent hours completing their forms, and sent copies of emails, letters etc, etc.

The respondent didn't even reply.

Yet I got nothing, my time is not valuable to these people, don't use them they are frankly a joke.

I will now not use a company that has these as an adjudicator.

I purchased a kitchen from Ikea with a twenty year guarantee. The doors and drawer fronts have gone darker than the rest of the kitchen. It needs all the trims, panels and plinths changing as well as the drawer fronts and cupboards. Ikea would not do this and if Ikea only change the doors and drawers, they will not match the rest of the kitchen. They have come down on the side of Ikea and so will still have a two tone kitchen. i feel as though i have not been listened to. They are as much use as a toothless dog.

No communication whatsoever. Difficult to upload evidence, slow to react and then only standard response. Closed case without any investigation whatsoever, despite being asked not to. Impossible to get hold of on the phone which cuts off, whatever option chosen. Asks for a review but that too does not upload. What are you supposed to do when the ombudsman is worse than the original organisation about which a complaint has been made?

Favoured by retailers. The consumer will not get a good deal I wish I had read the reviews before I agreed to use them. AVOID.

Raised my complaint for resolution with a Curry's Fridge Freezer that went on the blink after 2.5 years and Curry's refuse to repair it - even if I pay! Now I have just read the previous experiences of dealing with CDRL and realise it's just a scam. CDRL have not replied to my messages and their way of you making a complaint is so non-customer friendly it's not true. Thanks to all who have posted negative reviews on here, at least I know where I stand.

DO NOT BOTHER! Absolute con-artists! PLEASE DON'T WASTE YOUR TIME. Almost 2 months of waiting for the arbitrator to side with H&M and their lies. They'll respond and say that in a dispute, one party will always be dissatisfied, but they ALWAYS side with the retailer, no matter how strong your evidence is. It's not a case of dissatisfaction, CDRL is a sham company.

I was wronged by H&M, and provided evidence that proved it beyond doubt and they still found in their favour. I read all the bad reviews and still had hope, which I now realise was a mistake! Don't even waste your time. I was referred to CDRL by H&M directly as H&M pay for their services...so there was no way they were ever going to find in my favour. They have to keep H&M happy as H&M helps pay their wages. My evidence was absolutely undeniable...and don't get me started on the state of the arbitrator's (George Harrington) award report, full of absolute nonsense and lies. I bought a top from H&M, when it arrived I didn't like the look of it so returned it straight away without trying it on. H&M then refused the return as it apparently was not in "re-saleable" condition, which was an absolute lie cause it was never worn. When I escalated it to customer services, they told me the warehouse case notes said there was a stain on it and that was the reason it was refused, and I wouldn't be getting a refund. H&M sent the item straight back to me, and when I received it back, I went onto live chat and they said an investigation was ongoing...which made no sense....as I had the item. They conducted a false investigation. When I escalated it to CDRL and gave all my evidence (including photos totally debunking a stain), H&M suddenly decided to change their story and say the shirt was refused due to an odour...which obviously I cannot prove through photographs. But even after the arbitrator read several pieces of communication that cited stain...they sided with H&M's lies. I even wrote to CDRL telling them that H&M have changed their story from stain to odour as it cannot be proved. I offered to send the item to them, but they refused.

I spent 2 hours loading my case only for the site to crash (twice). Hopeless!