Consumer Dispute Resolution レビュー 175

Useless company. There for the company not the consumer. Made a decision based on the time I bought the product, when the complaint was about them.not honoring the extended warranty bought..and not even given me replacment voucher Waste of time especially when phone call evidence was included. Made up words and useless legalese and stated this is the final decision. If you don't like it take it to.court.
Made sure to block the review section the site
DON'T USE THEM. If they are not used they will be removed from service hopefully for ever

Unprofessional, inadequate and a waste of time. I’ve had an ongoing case with CDRL for nearly 10 months. Communication is very poor. They don’t do what they say they’re going to. Very, very frustrating.

I had a complaint with ASOS who have an ambiguous approach when it comes to applying their fair use policy. I was annoyed that ASOS did not make it clear to me before the purchase that under their Fair Use Policy I would be charged for returns. I made a complaint and used this service after ASOS refused to address my point. ASOS claimed they had done enough by sending a blanket email and having pop-ups to their app to ensure customer were warned this policy MAY mean they fall into the category of customers who have to pay for returns. I referred my complaint to this service and the decision maker spent half of the decision reiterating the law and the other half making an assessment if the retailer had applied its own Fair Use Policy in the way it intended to. If you read the Fair Use Policy it states they will charge certain customers for returns so others can enjoy free delivery so how is a customer meant to know which they fall into. Unless it also informs the customers with an email that they will no longer be eligible for free returns. I am disappointed in this so called ADR service because it is flawed. Also it has the scope to behave like an ADR service however it chooses to do the bare minimum. Waste of resources if the tax payer is paying for this service to exist. It is a lip service and tick box exercise with no scope to actually look at evidence from both sides to make a fair decision.

Very slow at responding and even then rather than assisting in getting the apology I had been seeking from the offending business they have state I should bring criminal charges against the business to obtain the apology and not go through themselves. A pointless waste of the past 3 months waiting on their process.

I had an absolutely terrible experience with CDRL Retail ADR. They are a complete waste of time and an outright scam! I really wish I had read the negative reviews before reaching out to them.

Even with a strong case and all the evidence clearly presented, they still found a way to reject my claims. They wasted months of my time and left me feeling frustrated and defeated.

Do not bother using their services; it's simply not worth it. They need to be shut down for how they operate. If I could give them zero stars, I would! One star is too generous! Avoid them at all costs!

We were directed to CDRL by British Gas as we have an unresolved issue. As in many previous reviews we open an account with CDRL online, completed the form with all the details they required, and submitted it to them. CDRL emailed us, via a "No Reply" address saying we hadn't sent them the information they requested, we checked our CDRL account Dashboard and could clearly see the information was there. We tried to phone them, it just rang off, we tried to contact them via the comments section on our account, it came back saying the "message not sent due to an error". We have now taken our case to the ombudsman, as this CDRL are an absolute joke.

Please don't bother with this joke of a process. My advice is to go straight to Citizen's Advice to establish your options.

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. This I proved with my case was very clear cut and easy case with me having clear evidence in black and white writing and even photos proving my case it was so simple. But as warned before I used them they were paid and work alongside currys this turns out true they work alongside any big retailers complete fraudulent company STAY CLEAR OF THIS COMPANY!! THEY WORK FOR THE BIG RETAILERS YOU WONT WIN ANY CASE..

ADR sorted my claim more than one month before deadline. Portal does need improvement as it was a bit of a hassle to submit everything but the answers were quick and the team did a great job in sorting out my dispute with Ryanair, who were absolutely awful. Faith in humanity restored :)

British Airways sent an email in September for a flight refund they were offering.
Despite several emails, phone calls, and even a recorded letter delivered to the Complaints and Claims Manager, the refund service closed my case without refunding me!!!
I trust them to purchase flights and a hotel directly from them and they do not take accountability for the services they sell.
They show poor professionalism and respect for customers despite their offer of a refund.
Disgusting approach.
Pascale Bisquert S

I made a complaint regarding my LPG supplier, regarding unfair terms and conditions. The decision was made in favor of the LPG supplier. In reaching their decision CDRL completely disregarded the requirements of the law.
0 stars would have been more appropriate, this organization should be closed, it is a complete waste of time unless, of course, you are a retailer treating your customers unfairly.

We were very worried that we were not going to get anywhere having read the reviews. We had an absolute nightmare with Currys when we really had a genuine case. Those who have dealt with Currys customer service teams (not the store) know how woeful they are! Absolute the worst customer service experience in my entire life, genuinely scarred, like banging your head against a brick wall!

What I would advise is that you really need to be organised to use this service - the only reason we were successful was that Currys agreed to settle but I don't if my experience would have been different if the arbitrators were left to decide.

DO NOT LOG YOUR CASE WITHOUT READING THE BELOW AS YOU CANNOT GO BACK ONCE YOUR CASE IS SUBMITTED WITH CDRL

Here would be a list of steps I would take based on my experience:
1- Get all your evidence in order - put in all your Subject Access Requests (The data they have on you on file/ any interactions - google this if unsure) with Currys or retailer and get any audio's of the phone conversation, any info on the system about your case. Have all that saved ready in folder ( They can take something like a month to give you the info they hold on you so you need it in advance). Print screen all email correspondence, get your receipts, your final response letter, any photo's etc - absolutely everything and put in folder on your computer ready to upload before you even register your case on the website
2- Speak to citizens advice consumer helpline and see if there is any consumer law that is relevant to your case - make sure you then gather any more supporting evidence that you may have missed
3- Pre-write on Word or something a summary of your case - when you start the CDRL process it asks for a brief summary of your complaint but there is no word limit. There is no where else to expand on your case so put everything down here as to what your complaint relates to, ESPECIALLY any laws it relates to and the key issues you have faced and what and why you are due any financial payment . When you start on the website there is no save and return that I could see so you really need to be in position to have everything ready to put. Make sure your "summary" of your complaint is clear - remember there is not really anywhere else to expand so put everything down - ignore it as a summary.
4- The website will ask for the exact wording of the final response letter or email so make sure you have that so you can copy and paste to put that in.
5- It will ask what you want to put it right ( as in how much) and how you have come to that figure - if you have had to pay out any money to get something re-fixed or anything make sure you have evidence in your evidence folder that you have paid it from your account, any receipts - you should pre-black/ block out any sensitive information like your sort code etc that you don't want on the system on word or something and save as a pdf - again you really need to have everything prepared just because of how the website is laid out
6 - You will have to upload your evidence they accept word, pdf, mp4 and I think jpeg - so any photos, recording or anything have it already together on your computer in folder so you that you can literally add it on ready to go

I can see how the website may not be user friendly to some, once you start you can't save and close, or return later so you need to have everything in advance to give you the best chance otherwise, you will be on there for hours and could forget vital information. Before you start this process make sure everything is ready so that once you log your case you are just copying and pasting info and uploading your evidence. Wish everyone the best of luck and I hope this helps!

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.