NCF Living - March 2026

We have heard from customers of furniture company NCF Living who say their orders have turned up damaged, mis-matched or not at all and their complaints aren’t being heard. Judith is one customer whose sofa arrived damaged. Another customer Shelley says her sofa didn’t turn up at all.

Kevin from Warrington paid for a sofa and chair but what arrived wasn’t what he ordered. He ordered a new sofa to arrive in time for Christmas which didn’t arrive and asked for a refund, but NCF said he needed to get a refund from his bank. Kevin decided to buy the furniture from another retailer - then months later he received a message from NCF stating his delivery was on the way.

In NCF Living’s terms and conditions, it states that any faults or problems must be reported within three days, and if a repair or a replacement is not possible then it will issue a refund – but that the company will decide how much that refund should be.
NCF rejected Paula from Essex’s refund request, reporting a fault in her product within the 30 days. She was told she’d missed the company’s 3-day policy.

However, even when customers have reported faults within this 3-day window, they’re still met with problems.
Maisie and Nathan bought a sofa from NCF in December. When it delivered the headboard was damaged and the sofa was two different colours. They complained on the day and didn’t hear from NCF.

When we wrote to NCF Living it said it was sorry to hear about the issues its customers have faced with its products/services. We were told the company takes all complaints seriously, and is committed to resolving them efficiently.

NCF told Watchdog that the company is currently approaching the end of a period in which it has faced a huge surge in difficulty from numerous factors, mainly due to unforeseen shipment delays which were out of its control. This, we were told, had a knock-on effect on its day-to-day dealings, from factory issues to transportation backlogs. NCF told us that it has a solid hold on this, and has not only adapted to the challenges faced, but made changes within the business to protect it from such disruptions should circumstances put it in a similar position again for any reason in the future.

NCF said it was saddened to hear customers felt the need to approach Watchdog, and that it is also aware of what it believes to be an online ‘witch hunt’ against NCF Living. It said that this platform only provides one side of the situation, leading others to follow suit through various channels in attempts to tarnish its respectable reputation. It noted that it sees this across many industries.
It added that all goods are quality checked in NCF’s factory, and that the company prides itself on the quality and high standards of its products, as well as its customer service. It said that as it goes from strength to strength within the business, its estimated growth will be a direct reflection of this.

In relation to Maisie and Nathan, NCF told us that its delivery partners have confirmed collection of goods and replacement items has been scheduled. We were told that a member of the NCF team has spoken to them directly to confirm the go-ahead, to apologise for the delay, and to ensure they are happy with the outcome, which Maisie and Nathan said they were.

In relation to Judith, we were told that NCF had previously tried to contact the customer to process the agreed refund, but was unable to reach her. We were told that a member of the NCF Living team has now spoken to her and the refund is now complete, with a copy of the receipt emailed to Judith as confirmation. We were told that during the call, Judith received an apology and NCF empathised with her on her experience and frustrations it may have caused.

Regarding Paula, we were told that she reported damage to her order 29 days from the point of delivery. NCF told us that whilst Paula states that a small crack was identified upon delivery, this was not reported to the company immediately and only ‘as time went on’ due to the issue worsening. According to NCF, Paula did not make the company aware until 29 days into purchase, so NCF feels some onus must lie on the customer in relation to continued use of the item, as opening and closing the footstall with a known issue will have led to the fault progressing. Had the issue been raised sooner, NCF said that action could have been taken to prevent further damage.

It said that it’s not restricting Paula’s consumer rights, but hopes this information will help to explain why the customer was not granted an immediate refund/replacement.

We were told that NCF has now reassessed the matter with its Service and Faults Team, and it’s happy to offer a replacement product as a goodwill gesture.

In relation to Keven, we were told that a “picking error” resulted in the wrong sofa being ordered, and delivery attempted. NCF told us that Keven requested that the replacement sofa be delivered before the festive period, and the team did attempt to expedite this, but unforeseen shipment delays did not allow it to complete this request, to the customer’s dissatisfaction.

We were told that NCF communicated delivery delays to Keven, but he raised a chargeback dispute with his bank. According to NCF, once the goods were ready for delivery, the company tried to arrange this with Keven, who refused. NCF said Keven’s chargeback claim of £1598 was accepted by the company. Finally, NCF said it has processed a refund of £50, which was the price difference between the first and second sofas.

When we put to NCF Living that its terms and conditions are in breach of the Consumer Rights Act 2015, we were told that the specific section that reads ‘Any shortage/damages must be reported within 3 days’ is not intended to undermine the Consumer Rights Act 2015, and NCF Living abides by this in all cases. NCF explained that, when customers report damages, it must ensure it’s covering itself as a business, as it would be apparent to the naked eye immediately if defects were present upon delivery and unboxing of goods, hence the reason it highlights the need to report these with haste. It said it would always adhere to the Consumer Rights Act. It added that if any issues are reported within 30 days of sale, the company would conduct a full and thorough investigation into a customer’s concerns, and take the necessary steps to resolve any issues.

NCF told Watchdog that it also understands that any issues that arise outside the initial 30-day period, but within the first 6 months of sale, would fall into the ‘final right to reject’ stage. It added that in these cases, NCF would have the opportunity to either repair or replace items in the first instance.

Finally, we were told that under no circumstances are any contraventions of the Consumer Rights Act 2015 taking place within NCF Living, and it is under the full principle belief of treating customers fairly to ensure positive outcomes. It does, however, admit that this section may cause a misunderstanding, and it will amend its terms and conditions to not include this statement, to remain fully transparent as a business.

You can watch the VT here for 28 days - https://www.bbc.co.uk/iplayer/episode/m002t4mp/the-one-show-25032026