Vulnerable Customer Policy
Vulnerable Customer Policy
Friendly, respectful and supportive service for every customer.
Our Promise
At SofaBedExpert.co.uk, we want every customer to feel comfortable, respected and supported when choosing furniture.
We understand that some customers may need extra time, clearer information, practical help or a little more reassurance before placing an order.
We are here to help — with patience, care and no pressure.
Who May Need Additional Support?
A customer may need extra support for many different reasons. This may be temporary or ongoing.
Whatever the situation, we will always do our best to treat customers with care, patience and respect.
How We Can Help
Depending on the customer’s needs, we may be able to offer:
- Help understanding product details, sizes, fabrics and delivery options
- Extra time to make a decision
- Clear written information by email
- Assistance with placing an order online or over the phone
- Support for customers with mobility, visual or hearing difficulties
- Help checking delivery access, stairs, doorways or tight spaces
- Advice on whether a sofa or sofa bed is suitable for the customer’s home
- Alternative ways to communicate, where reasonably possible
Delivery Support
Our White Glove Delivery Service is designed to make delivery as easy as possible.
Where available, our own experienced delivery team will deliver your sofa or sofa bed to the room of your choice, unpack it, assemble it where required and remove the packaging.
If you have mobility issues, restricted access, narrow doors, stairs, flats or other delivery concerns, please let us know before delivery. Many of our sofas and sofa beds can be prepared in smaller sections to make delivery easier.
We do not use third-party delivery companies for our standard White Glove Delivery Service. Our own trained delivery team understands our products and will always aim to deliver with care and respect.
Accessibility
We aim to make our website and customer service as accessible as possible.
If you have difficulty using our website, reading product information, understanding measurements or completing an order, please contact us and we will do our best to help.
No Pressure
Buying furniture is an important decision. We encourage customers to take their time and ask questions before placing an order.
We will never intentionally pressure a vulnerable customer into making a purchase.
Privacy & Respect
Any information shared with us about a customer’s personal circumstances will be treated respectfully and only used to help us provide appropriate support.
Customers do not need to share private medical or personal information unless they choose to. We only ask for information that helps us understand how we can assist.
Feedback & Complaints
We welcome feedback and suggestions on how we can improve our service.
If you feel you have not received the support you needed, please contact us so we can review the matter and work towards a fair solution.
Contact Us
If you need extra support or have any questions, please contact us:
Email: sales@sofabedexpert.co.uk
Sofa Bed Expert is owned and operated by Vasto Divani Limited.
All intellectual property rights, including copyright, for the content displayed on this website belong to Vasto Divani Limited unless otherwise stated.
Registered in England and Wales. Company No: 10640038. VAT No: GB 263585480.
