In what could become the first of many arbitrations, the Algarve Centre for Consumer Arbitration in Faro is fighting for a consumer in a dispute against Feira dos Sofas ("FDS") furniture chain of stores.
One of many complaints by consumers registered online, this case involves the purchase of a sofa and bed.
Finally delivered almost 2 months after payment, the bed was returned by the purchaser under FDS Terms & Conditions Article 8 - "You have a 14-day right of retraction to return to us a product with which you are not satisfied, under the terms of article 6 of Decree Law no.143/2001, of 26 April. This period starts from the date of delivery of the order. If for any reason you are not satisfied with a product you ordered, you may return it to us."
The consumer contacted FDS online and the store in Tavira 2 days after delivery - firstly their "email system" crashed, but after many messages to Porto head office he finally received a reply. He was told the bed was made specifically for him and FDS refused to accept the return of the bed.
The bed was a standard size and colour, as offered by FDS, and after days of dialogue, he contacted the Algarve Centre for Consumer Arbitration for assistance. They are professional, speak many languages, and most helpful. They contacted FDS, and after a delay received a response from a trainee lawyer in Porto, rejecting the right to return the bed. This dispute is now heading for the arbitration court.
Meanwhile, the consumer researched FDS on social media - he found many similar complaints from consumers re FDS, and scathing reviews on the Facebook page FDS Tavira clearly show constant problems with FDS customer service. One even described FDS as "bandidos".
The Algarve Centre for Consumer Arbitration (www.consumidoronline.pt) is financed by public, state and municipal funds and is a universal service for all consumers and businesses to resolve consumer disputes and provide information on consumer law.
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