If furniture you paid for never arrived, start by contacting the seller in writing and asking for either a full refund or a specific redelivery plan. If the seller says it was delivered, ask where and for the evidence. Your next steps depend on where you live and how you paid: the verified guidance here covers U.S. mail, internet and phone orders and credit-card disputes, plus England-specific consumer advice. Rights and deadlines vary by location.
Check the order and delivery terms first
Before making a complaint, gather the details that establish what was promised and what happened. Check the order confirmation, invoice, delivery page and tracking record.
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- Confirm the seller, order number, amount paid and exact delivery address.
- Note the promised delivery date or window, and whether the order was described as split or made to order.
- Check whether you agreed to delivery to a neighbour, porch or other safe place.
- Save screenshots of the order, delivery terms, tracking and any status marked “attempted” or “delivered.”
For bulky furniture, distinguish between an order that has not been dispatched, one held by the carrier, an attempted delivery and a parcel marked delivered. A tracking status is useful evidence to examine, but by itself may not establish that the furniture reached the agreed location.
Contact the furniture seller in writing
Official guidance in both the United States and England points consumers to the seller first. Use email or the seller’s formal complaint channel so you have a dated record. If a courier was used, England’s Citizens Advice says the seller should chase the courier; you should not have to resolve the seller’s delivery arrangement on its behalf. The FTC’s U.S. guidance also advises contacting the seller.
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Include the order number, amount, agreed delivery date or window, and a clear statement that you did not receive the furniture. Say whether you want a refund or still want delivery. For example:
“I have not received order [number], which was due [date/window] at [address]. Please confirm where and when you say it was delivered and provide the delivery evidence. I am requesting a full refund to my original payment method [or redelivery by an agreed date]. Please respond by [reasonable date].”
Adapt the request to your circumstances and location. Do not assert a legal deadline unless you have checked that it applies to your jurisdiction and facts. Keep the seller’s replies, call notes and a copy of your request.
Know which delivery and refund rules may apply
United States: covered mail, internet and phone orders
For most orders covered by the FTC’s Mail, Internet, or Telephone Order Merchandise Rule, the seller must ship within the time it promised. If it gave no shipping time, the general default is 30 days. When the seller cannot ship on time, it must notify you and offer the choice to cancel for a full refund or agree to the delay. If it does not ship, the FTC says it must give a full refund, not just store credit. See the FTC explanation of the rule and its online shopping guidance.
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England: seller responsibility and agreed delivery dates
Citizens Advice says the business seller is responsible for ensuring delivery to you. Depending on the agreed date and delivery arrangements, you may be able to ask for redelivery or a refund. Its guidance describes circumstances that can support a refund request, including a missed essential delivery date, a missed second agreed date, or an unsuccessful second chance to deliver. Read Citizens Advice’s England-specific guidance for how those circumstances apply.
This guidance is for England; do not assume its rules apply throughout the UK. Consumers in Scotland, Wales or Northern Ireland should use the relevant advice for their nation. If you live elsewhere, check local consumer protections before relying on either the U.S. or England rules.
If the seller says the furniture was delivered
Ask the seller to identify the delivery location and share the evidence it relies on. Request any delivery photo, signature, carrier record or address detail available. Explain whether anyone accepted the furniture and whether you agreed to a neighbour, porch or other safe place.
In England, Citizens Advice says the seller remains responsible if goods were not delivered to the agreed location, while an agreed safe-place or neighbour arrangement can affect responsibility. That is not a universal rule for other countries: U.S. outcomes depend on the facts and applicable terms. Preserve the tracking record and describe accurately what you know; do not label the matter fraud when the facts establish only non-receipt.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Escalate through the payment method if the seller does not resolve it
| Route | What to do | Timing and limits |
|---|---|---|
| U.S. credit card | Contact the card issuer and submit a written billing dispute for goods not delivered as agreed. Include the order confirmation, promised date, seller correspondence and carrier information. The CFPB also identifies non-receipt as a possible billing error. | The FTC says to send the written dispute within 60 days after the first statement showing the error was sent. If the delivery date is more than 60 days away, statutory protection may be more complicated; ask the issuer promptly, since the FTC notes some issuers may extend the period. |
| U.S. debit card | Contact the bank or debit-card issuer as soon as you know there is a problem. Ask what dispute process, evidence and timing it requires, and whether it offers voluntary protections. | Debit-card protections differ; do not assume the same protections or recovery options as for a credit card. |
| England | If the business seller refuses to resolve the complaint, follow the further-help routes in Citizens Advice’s England guidance. | For Scotland, Wales or Northern Ireland, confirm the appropriate advice route rather than relying on England-specific guidance. |
A card dispute is a route to ask the issuer to review the charge, not a guaranteed refund or a substitute for establishing the seller’s obligations. For U.S. credit-card billing errors, the FTC’s 60-day period is tied to the first statement showing the error, so contact the issuer quickly and keep evidence of the expected delivery date.
Keep a compact evidence file
Save the documents that show the purchase, promise, non-receipt and attempts to resolve the problem. A simple dated timeline helps you explain the case consistently to the seller or, if applicable, your card issuer.
- Order confirmation, invoice and the agreed delivery date or window.
- Payment statement, delivery terms and tracking history.
- Emails, complaint submissions and notes of calls, including dates and names.
- Your refund or redelivery request and the seller’s response.
- For an issuer dispute, the expected and actual delivery dates, if known, plus relevant carrier records.
This is general consumer information, not a finding that a particular seller breached a contract or that a payment issuer must reverse a charge. Private sellers, financing or buy-now-pay-later arrangements, seller insolvency and complex split deliveries may involve different rules; check the terms and local advice that apply to your situation.
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