Furniture VillageReviews 157

Do not buy from this store, we recently spent thousands on 3 items and 2 of the items came broken or without critical pieces, think of a wardrobe with no doors, and a chest of drawers that cant hold any items without falling to pieces, and its been like pulling teeth trying to get anyone to speak to me, then getting a solution does not seem forth coming. Every promise to call me back, email me just falls on deaf ears. Just avoid and save your self the stress and hassle

Purchased a 2and 3 seater sofas in December 23 have been trying to get them returned due to the very poor quality and asked for a full refund so now we are in April 25 and they have at last picked up the rubbish they call furniture the problem is that we did not get a full refund we are now over £1000 out of pocket So if anyone one is going to one of there shops you need to read the report I had done

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Aniss Jelti
15 reviews
GB
Rated 1 out of 5 stars
BE AWARE READ THE SMALL PRINT
10 year warranty what joke
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Subject: Avoid Furniture Village – Misleading Warranty Claims and Aggressive Customer Service

We purchased a wardrobe from stevenage Furniture Village, influenced by their claim that it came with a 10-year warranty. However, when an issue arose, they outright refused to honor the warranty, despite their promises.

Not only were their claims about the warranty misleading, but their after-sales service was appalling. When I called customer service to address the issue, the staff were extremely aggressive and unprofessional over the phone, making the experience even worse.

Furniture Village also misleads customers with claims that their bedroom wardrobes have great cover and durability, but this is far from the truth. This company is unreliable, with false promises and shocking customer service.

Avoid this cowboy company at all costs. Don't fall for their lies!

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Order Number *******

Date of experience: 06 December 2024

I purchased a sofa, but the shop assistant, seemingly more focused on earning his commission, failed to inform me that in-store purchases cannot be returned or exchanged. However, returns are possible if the item is ordered online. The sofas are labelled as grey both in-store and online, but they are actually green. When I contacted customer service, they offered no assistance. The level of customer care was extremely poor. I would not recommend buying anything from Furniture Village and would advise others to avoid them. Their service is pleasant and helpful only until you make the payment—after that, they disregard your concerns

AVOID FURNITURE VILLAGE
Three days after delivery of our 3 piece suite we noticed one of the chairs was lopsided. This was way back in February. Under consumer rights I requested the faulty goods be collected. As many people have found to their cost, this shoddy bucket shop consider themselves above any consumer rules as they totally ignore them
Fortunately I came across a FB group, "let down by Furniture Village" where I located over 1,500 people with issues against them too!
I obtained an independent report that found MANY problems with the suite, further highlighting appalling workmanship!
We are still awaiting a refund. Do not buy from Furniture village
AVOID FURNITURE VILLAGE

Unreliable, untrustworthy, and unprofessional.

I purchased a £900 partially assembled wardrobe last month over the phone from Joel at the New Malden store. When the delivery team (an external company with no affiliation to Furniture Village—huge red flag) attempted to bring it upstairs, the wardrobe was damaged. They took photos and assured me it would be reported, but this turned out to be false, as they later denied any damage had occurred. Despite their attempts, they claimed the wardrobe wouldn't fit and rejected it due to an "access issue," when the real problem was the damage. This was especially surprising since a 5ft king-size ottoman bed had been delivered just a week earlier with no issues.

The wardrobe was returned to the delivery depot, where the manager also denied the damage and maintained that it didn't fit.

It's now been almost a month, and I've had to struggle daily to get any updates on compensation, a refund, or an exchange. I've called the New Malden store every day, multiple times, only to be told, "We will call you back," but I've never received a call. I had been in contact with the store manager, Addy, who has since mysteriously left the company (which is hardly surprising). I even visited my nearest store for assistance, but they refused to help, saying it would be like "stealing money from another branch"—how ironic.

They have essentially stolen my money. If this issue isn't resolved after this review, I will escalate it to a tribunal and pursue Furniture Village in small claims court.

This is not a family-oriented company. They have no values, no customer care—just another money-grabbing business.

Ordered a table in Dec.last year it took nearly four months to arrive.faulty on delivery.nightmare to sort complaint...independent assessor called to confirm the fault.waited ages for the replacement table...even more faulty than the first...delivery team returned it...Still not received a quality as showroom fit for purpose table after another 4 weeks...aftercare pass you around.made to wait all the time...never again will this store have any business from us or anyone who I know...worst resolution service ever! Stay away

I am writing to express my disappointed with the service I have received from your company and the ongoing lack of care and consideration with our complaint.

We Placed an order for a Storage Bed and Extending Dining Table on the 7th of January 2023, we received the Bed on the 12th of April 2023,

We called your after Sales team in November 2023 regarding a fault with the bed, the bed was creaking and making a lot of noise when anyone lay or sat on it, It has also been really been uncomfortable causing myself and my wife issues with our backs, shoulders etc.

Your furniture inspector told us the bed should have had a central support between the head and foot area, which would have supported the base where the mattress sits, as this wasn't in its design it has caused the boards to warp and as a result caused the noise and discomfort we have faced for the last 9 months.

I called your after sales team in January of this year, then March and each time I have been told your team are waiting on an expected date for the parts from the Manufacturer, which I assume is in Europe, will arrive and then a date will be given to install the faulty parts.
We are now at the end of April, and we have had no update.
I worked for John Lewis for many years, and I know that it would not be as easy as adding a central support to a bed, the support would need to be attached and this could compromise the bed.

Can you by return, explain: Are you really waiting for a part and who would attach this, or are you just wasting my time?

I am sure we are not the only people experiencing this issue and it is obviously a fault in the design of the bed.

I would have expected to be offered an alternative, as the bed is "not as described", this refers to Section 23 of the consumers rights act, or by now, a reasonable update on when this matter will be resolved.

Sold an ex display adjustable bed for nearly £2000 delivered that exploded a few weeks later. I explained to customer services that I'm terminally ill, can't lay flat and having to sleep in a chair as sent my hospital bed back as I hated the thought of dying in one and asked if this could be fixed asap. Customer services told me I'd be contacted within 72hrs with a technician date, didn't happen. A week later, they had forgotten to raise the repair. Promised a visit the following Monday, no one showed up. Promised again a visit the following week and the bed would be repaired the same day. They turned up just to inspect it where I was told the bed had 4 broken legs, no links, an exploded motor, casing off another and was shocked Furniture Village had sold/delivered a bed in this condition. Another 10 days wait and another no show. Furniture village then finally agreed to refund the purchase price and delivery cost once the beds collected and again promised a call back with a collection date. 9 days on, more broken promises of call backs and I'm still waiting for a collection date!
I can't afford another bed until I receive my refund, my partner's lost 3 days work waiting for technicians and the stress of weeks and weeks of calls and sleeping in a chair, being told by one employee that he hopes I feel better soon is not acceptable!
Furniture Village you should be ashamed!

We purchased our table from them 3 years ago. Last month, luckily my husband and children were at school and work when I heard a horrific sound to find our glass table had exploded into thousands of pieces. The impact knocked a chair over and had pieces of glass stuck in the wall.
They don't want to know and suggested we had sat or led on it, when I said no they said it would be due to the temperature. No apology or anything

Very terrible experience. I went to the store to cancel an order, was promised it will arrive before christmas but didnt.
The general manager was very rude, he did not tell me his full name, i asked because he was not wearing a name badge and i needed to know who i was talking to. When i asked for their refund policy, i was simply told, there is none. The manager refused to tell me how to escalate the issue further when i insisted i wanted the order cancelled, since i havent received them. I was shocked when he told me he will not accept my request to cancel and he will deliver the furniture to my lawn, again not indicating when that will be. I have an audio recording of him saying he will deliver the furniture to my lawn

I bought some items in October 2022 from the Furniture Village York and I had to return one of the items as they were damaged during delivery and cancel another because they didn't have the correct measurements.
Now after more than one year they have still not refunded the money and every time I call they say they will look in to it and make refunds but do not seem to follow through. I have not seen such a poor customer service anywhere else. I thought of writing this review as Furniture Village doesn't seem to have any contact details where we could raise such issues or get assistance to resolve these. Hope this review will help customers who are thinking of making purchases from Furniture Village.

Please read all of the other bad reviews they are true. The quality of the furniture is terrible. If you have a problem customer care will not help you. The shop you purchased it from will not help you.
Save your money and go somewhere else.

I waited 8 weeks for a table to arrive, when you delivered it was the wrong table, your staff are so rude and unprofessional. They do not help the costumer instead they close the phone on us.

Worst company to shop with keep away people

Stay away from this fraud company. It's all roses when they want your money. However, when there's a problem they send in the cowboys to try to fix it and when they can't fix it they shy away from their 20 year structural guarantee. Then to even make it worse they only refund you part of the value of the furniture. Then they take the absolute Micky out of paying out, even after collecting the furniture. They should be ashamed of themselves. I will never walk in their store and I recommend future customers please save your money and go to a reputable company. This company just want to loot you.

I bought bed from them they not assembled properly when we start using that bed hed bird and footboard are shaking I was informed them after two months one man came and did that part I wasn't at home when hedbord and footboard shaking the middle long board came loose he went after three weeks the middle board fell down automatically I call them but they said they can't do anything.I have spent up to 1500 pounds for this with in 6 months this happened I can't believe their answer how easy they said like this I paid half of my money from my credit card we spent this much money they not giving assembled things I will never buy anything from them all so I can't recommend this shop

Disgusting service rubbish furniture do not use I am left with a broken recliner they do not want to touch and the sofa was ripped when brought in

Furniture village gain a lot of their sales through the promotion of lengthy guarantee's. It is nice to have that peace of mind from the get-go. However, having recently purchased a £1,600 Hypnos mattress (18 months ago), furniture village suggested that the 20 year guarantee was void due to some fake tan stains slightly coming through onto the outer layer. Unfortunately, our mattress has a huge concave in the middle of it which massively impacts our sleep. The marks on the mattress do not explain as to why the integrity of the product has diminished within such a short time frame and I am extremely disappointed in the customer service I was provided as a result. Even with using a cover sheet, it would be almost impossible to have a completely spotless mattress which means the guarantee would be valid. A shameful service.

RIDICULOUS, Avoid this place specially the person call SALIM Furniture village Romford, rude and unprofessional, he judge you with your appearance full of attitude like he's the owner of the store, pathetic service, I ordered sofa almost 2 month now they changed the delivery date 3times now, i had to cancel my work schedule for this, they wasting my time, they promised to deliver within 3 weeks before purchasing, once you place your order they start to take pi** because you cant even cancel after, Everything is overpriced they mislead you with the sale price, DON'T WASTE YOUR TIME HERE, instead go DFS next door or FURNITURE OUTLET Dagenham, I regret ordering from them

STAY AWAY AT ALL COSTS!

Over the last couple years we have purchased over £15,000 worth of furniture from Furniture Village in Exeter.

To cut a long story short, the 1st two items broke due to poor quality and the bed and mattress we just purchased (£1595.00) stinks of sewerage. We aired the bed out for 6 weeks on instruction from Furniture Village, yet the smell is still the same. They refuse to replace and through investigating we found out they don't own any of their furniture and when something goes wrong, they simply pass the buck to their suppliers with absolutely no care at all for their customers.

The same time we purchased the bed, we purchased a dining table and chairs which on inspection had two very large brass screws sticking out from underneath and into the cushion of the seat. Thank god I didn't sit on it. Then to add insult to injury, another chair simply snapped off its bracket entirely and fell to the floor when a guest visiting us sat on it. Their customer servicevregarding this has also been absolutely shocking.

All I can say is STAY AWAY from these absolute cowboys.