back to menuSomewhere in Stevenage there is a British Standard 15-stone person-imitating robot sitting, perching and leaning back on test chairs. This enables companies who make these chairs to discover the results of how we, the customers, treat, and mistreat, furniture in our homes, offices and public buildings. In October a group of NfCG Members visited the robot, and the other FIRA and Qualitas test facilities.
Furniture Laboratories Libby Tooley showed us around the laboratories where we were shown how furniture was made using wood and laminates, and the problems caused when moisture levels vary and shrinkage occurs. We were also shown how finished surfaces are. subject to acidic attack with heat and damp tests to reproduce household use. We were very interested in the testing of upholstery fabrics for wear and colour fastness. Carpets are also put through these tests, and there was much discussion over the various qualities of natural and man-made fibres.
We knew that there had been improvements in foam filling, but were not quite sure of the details. We experienced a dramatic demonstration of how the old style foam flared up quickly and caused toxic black smoke. Modern 'combustion modified' foam contains chemicals to help it smother any fire. Fabrics for upholstery are also tested for flammability, with a British Standard cigarette and various-sized gas flames to British Standards Specifications.
In the afternoon we looked at some recent Qualitas case studies and discussed these, somewhat heatedly at times, with the adjudicator and FIRA's fabric specialist, Sue Brighten. Most complaints [75-80%] are dealt with at the free conciliation service stage. These case studies were where an independent inspection had taken place and an adjudicator, with the back up of an Advisory Panel, had arrived at a decision to which the manufacturer or retailer is bound. We discussed one complaint about a dark-coloured sofa which had faded over 13 months and Sue Brighten advised us about wearing qualities and the effect of strong sunlight on fabrics. We also examined two floor covering problems, where we suggested consumers did not understand what was best suited to certain floors and how to care for different surfaces.
It is difficult to arbitrate on cases where a product may have been perfect at delivery but has not worn as expected. An inspection will provide an expert opinion. It was altogether a most interesting day -thank you, Qualitas. Sue Payne - IM With a visit in the offing we thought it important to find out - Who or what is NfCG Associate "Qualitas"? The answer is that Qualitas is the furnishing industry's 'totally independent' standards body. If a consumer and retailer cannot resolve a complaint, Qualitas provides impartial conciliation, and if that fails, adjudication. It is bound never to take sides until it has fairly and meticulously examined the problem.
In about half the cases examined in 1998, the retailer was found to be in the wrong, or the decision was split. The Chief Conciliation Officer, who is the person whose job it is to step into the crossfire between disgruntled customer and accused retailer with the aim of bringing about a peaceful settlement, explains: "In the event of a problem the Qualitas Conciliation Service ensures that consumers have access to redress which would not otherwise be available without recourse to legal action and possibly having to go to court. Such reassurance is good for retailers, for the industry as a whole and, most importantly, it enables consumers to buy with confidence".
Qualitas is a membership organisation funded by carpet and furniture manufacturers and retailers. It brings them together with consumer groups to promote high standards of product quality and customer service. Over 1000 retail outlets, from large chains and department stores to small independents, are members pledged to honour the Qualitas charter of quality and service.
Where a complaint is about a purchase from a retailer who is a member of Qualitas, advice and help in resolving the problem comes free. If this initial step fails, the product may be examined in the customer's home and, if necessary, further testing arranged. The customer pays £45 for this service, which is refunded if the claim is upheld. A final report is then prepared with the Conciliation Service's decision about the validity of the complaint and the action needed to resolve it. The decision is binding on the Qualitas member but the customer retains full rights to take the matter further - perhaps through the courts.
While the work of the Conciliation Service is a key element, there is much more to Qualitas, which wants to be sure that retailers are selling products that they can stand by, and so they help them get them right in the first place. The aim is for a customer entering a Qualitas store (look for the roundel logo) to be assured by the point-of-sale material that here they can "buy with confidence". The Qualitas Conciliation Service address is Maxwell Rd., Stevenage. SG1 2EW and phone number 01438 777 777. The Qualitas/FIRA website is www.fira.co.uk and the - Qualitas e-mail address qualitas@ttlchiltern.co.uk
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