A furniture retailer and manufacturer, has been criticised by the Advertising Standards Authority (ASA) for misleading claims regarding guaranteed Christmas delivery. The retailer advertised a "Comfort in Time for Christmas" guarantee on its website, two emails, and a leaflet during October and November 2024. The guarantee promised delivery before Christmas for orders placed by 13 November.
Photo: HSL.
However, a complaint was filed by a customer who ordered on 2 November 2024 and was informed their item would only arrive in February or March 2025, contrary to the advertised guarantee. HSL responded, stating their terms and conditions (T&Cs) were clear in the ads, and customers could verify delivery dates in-store. The company explained that delivery times varied by product, and some items were excluded from the guarantee, with updates provided to store staff.
Despite HSL's explanation, the ASA upheld the complaint, stating that the qualifying information about exclusions was not prominently displayed. The ASA concluded that the delivery claims were misleading, as consumers were not fully informed about the limitations. The retailer was instructed to ensure that future marketing communications clearly present all significant limitations and qualifications.
Source: www.bigfurnituregroup.com