Customer Service Pledge

Our Service Team

As part of our overall service we have a dedicated Customer Service Team based at our Distribution Centre in Rainham. They will be pleased to deal with any queries or issues that you have with your purchase once you have taken delivery.

Sometimes things don’t go to plan and that is why our Customer Service Team is there to help remedy any problems as quickly and efficiently as possible, whether it be at the point of delivery or at a later date. Their aim is to ensure you get the excellent level of after-sales service that sets us apart from our competitors.

We believe our service philosophy is the reason why we are still in business today and it will form the basis of our future success. We want you to be delighted with the service you receive from all of us here at Roomes and, on the odd occasion when things don’t go to plan we are here to listen, put things right and ensure we learn and improve on a service that we believe is second to none.

The Furniture & Home Improvement Ombudsman scheme

To provide our customers with peace of mind and to demonstrate our commitment to responsible retailing, Roomes is a registered full member of The Furniture & Home Improvement Ombudsman. The Furniture & Home Improvement Ombudsman is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services.

We follow their Code of Practice which provides our customers with additional protection if things go wrong. To find out more about The Furniture & Home Improvement Ombudsman and how to use their service, visit or telephone 0845 653 2064.

Refunds, Exchanges & Cancellations

We can accept cancellations or amendments to orders prior to delivery where the goods are sold from our existing warehouse stocks. However most goods are specially ordered and made specifically for you (perhaps in a special fabric or finish) and once production is underway then we are contractually obliged to accept and pay the supplier for those goods.

It is still possible for us to accept a cancellation once your order is in production. However, as we are still obliged to accept the goods from our supplier, to cover our costs a cancellation fee of 50% would be charged.

Within 28 days of delivery of your order into your home, it may still be possible to cancel or change your order, however a cancellation fee of 50% would be charged.