The Range - October 2024
The Range has over 200 stores across the country selling homeware, and claims to be one of the fastest-growing retailers in the UK. But Watchdog has received over 30 complaints about them this year alone, including complaints about failed deliveries and difficulties getting refunds, which we investigated in the studio.
We contacted The Range and it said the following:
The Range is the nation’s trusted retailer for home, leisure and gardens. We’ve 225 UK stores and a website that features hundreds of thousands of products that can be collected from store via click and collect or delivered direct to customer homes.
We handle thousands of transactions every day and people come to us for incredible value and products they can trust. The majority of our shoppers are fully satisfied and we’ve a growing community of loyal customers who proudly share their purchases from The Range to their friends and family. We of course appreciate however that from time-to-time customers will need to get in touch with us because of isolated issues.
Customer service is a top priority for us, which is why we’ve invested in a new customer contact centre, and broadened the ways that customers can get in touch with us, including all social platforms, WhatsApp, email and now live chat, all accessible through .
Every case is treated on an individual basis, we have robust quality assurance processes in place and while there are rare, regrettable faults, this doesn’t mean that all products in a particular range are affected. Our New Hampshire set is one of our best sellers, we’ve sold over 50,000 sets over the last four years with minimal customer returns. As with all outdoor sets, many factors can contribute to a fault developing including its storage and protection.
Independent reports are created dependent on the age of the item when a suspected fault is first reported. In the cases presented, both customers had purchased sets over two years ago, which is why reports were requested. This is in line with consumer legislation and is also in line with the process of other retailers.
We acknowledge that there are times when a small number of customer care cases can take longer to resolve than we’d like, particularly when third party resolution is needed. We’re working hard to speed this up, including working with our suppliers, to bring it in line with the service most of our customers receive.
All the highlighted cases have been resolved with full refunds now either paid, or pending payment, providing the items are returned as requested.
