Furniture VillageReviews 157

Sofa only just over two, brought from Stevenage store, worn terrible, tried to get help, some common sense, but rude staff, one staff member was coming to look at it, but didn't turn up, on another occasion, lost call, and he didn't call back, told by a manager no help, option to go to Ombudsman, will never use this company again.

I purchased sofas from Furniture Village. They are just over 12 months old and the leather has started peeling. Apparently it's wear and tear. I wouldn't buy from them again

Bought Bed April 2019 for £2,554. In April 2022 it was repaired by Furniture Village. A year later it had fallen apart, and I had to put an old dining table on the divan to get the bed horizontal. Customer Services took many phone calls/emails and offered me a repair or £300, then £780. Furniture Village fought to get away with as little as possible and I had to get the Furniture Ombudsman involved who said I should get £1893 which they had to pay. Furniture Village are quick to make you a coffee and take your money, but their guarantees and customer service are worthless. Avoid avoid avoid!

We purchased 3 pieces of furniture from the Missouri leather range in Aintree Liverpool and after a week one of the arm pads has failed and Furniture Village were informed immediately they sent a technician who they claim is independent but believe me they aren't anyway we received a report back today saying that there wasn't anything untoward wrong with the arm and there was nothing they were prepared to do! In other areas if you found a product was faulty after 14 days you could send it back! Full on view of the 2 seater sofa then 2 photos of the cushion pads on the arms 1 left & 1 Right and it is quite obvious that an arm pad should not look like this after little or no use!

Hi.

I just want to make people aware of the tricks and gimmicks that furniture village plays on people to sell their products.

I bought 2 sofa's from them which came with the 20yr guarantee and I bought an extra guardsman protection plan.

One of my sofas was delivered faulty, but we were told the sofa shape reforms over time as it was tightly packed.

We have had guardsman out and they have categorically said the damage is not accidental and not due to wear in tear and that it is an issue with the structure and springs. The guarantee covers exactly that - or so I thought.

Furniture village sent a technician and he not only inspected our sofa but tore it up further causing more damage. He had the nerve to claim that someone e has been jumping on the sofa and that it is not covered. We do not have any young children and as adults obviously will not do something so stupid.

They have treated us as stupid, made up some rubbish excuse and simply want to not take responsibility for a poorly made product that should be covered

To make it worse, I spoke to a resolution advisor who is meant to help provide a solution (as the name says). Instead he fobbed me off and said go get a private inspection as we cannot do anything

Furniture village had NO problem taking thousands of pounds from me and charging me extra for the cover but when it comes to their guarantee it is a joke!

Beware people, they will make up any excuse not to cover your product as they are only after your money.

If you haven't yet experienced this, I hope you don't have to, but when things go wrong, they turn there back on you and take no responsibility and treat you like crap!

Gave this a star because I had to. Had this sofa for about 12 months and it is peeling. They said it's because we sit on it and our skin might have contaminated it. I thought it was to sit on. I wouldn't buy from them again. Poor customer service.

Poor; shabby and neglectful customer service.
Over priced and poor quality products made worse by an unreliable delivery time and a cancellation fee that is really harsh and was not pointed out.

Hope they go down under and don't pop back up online!

Three weeks post delivery of damaged table and chairs still waiting for Furniture Village customer service to take responsibility for acceptable resolution.
Managers won't accept complaint calls.

Furniture Village is not the only retailer that sells tables and chairs.

For high ticket items consider other stores

Disappointing experience. Disappointing level of customer support. I was made to feel that the issue was my fault, I will avoid Furniture village Guildford and find a more reputable company.

They have replied to my previous review and advised me to contact them. However, it took them a long time to respond with a number of default replies, e.g. 'contact us/email us at:...'

After several attempts of contacting them, they said they could not replace it as it should have been reported within 7 days of delivery and it left in a safe place. Define 'safe place'? They said they would leave a card or a notification stating where they have left the product but there was no advice/card. As you can see from the photos, it was literally left leaning on the door. The product was obviously missing a screw and with cracks on it.
This is extremely disappointing as we'd made quite a big order at almost £7k and we were promised in-store that they'd be happy to address any concerns immediately given the order size! If this is the service given for a sizeable order, I can only imagine the service the complaints team give with smaller orders!

Brought a real leather sofa from furniture village two years ago, looked amazing so soft, six months later leather peeling off, I put in a claim in, I thought it would be replaced,I was wrong a bloke came out and sprayed it, not even a good colour match, all sofa cushions have sunk, sofa has no shape, arms are so bare, no padding, you can feel the wood, £1200 pound a sofa and it's a load if rubbish and the most uncomfortable sofa I've had, it's just falling apart, it's got the wear of a ten year old sofa and it's only two years old.

If I could give 0 stars I would. I placed an order back in December for a high value item and so to ensure I made the correct decision I went in store to seek the advice from a sales advisor. I showed the sales advisor how I wanted the item to look in my home and they drew a diagram of how this would look, I therefore placed the order based upon their recommendation. At no point did the sales advisor advise that the item would look differently in my home when delivered.
When the item was delivered it was quite clear that it did not match how I had shown the sales advisor and so I tried to make a complaint and have the item simply swapped. Upon contacting the store I received a rude, unhelpful and argumentative response from the store manager. I was offered a swap of the item at a further cost to me of over £100 which I considered unacceptable given the amount I had already spent in store.
In light of the above, I raised the issue further with the CEO and once again was met with a rude and unhelpful response. I note other reviews with similar experiences when dealing with customer care. After this experience I would never use this company again and would urge others to reconsider purchasing from here also.

Absolutely disgusting customer service. Unfortunately, dealt with this company. Bought a lovely clock which turned out to be faulty. Went to the store and was offered absolutely no help. Rang customer service team and all was told "nothing can be done". So paid £200 for the faulty clock which will have to repair myself.
This company wasn't bothered about my rights as a consumer and clearly not implemented clear points set out in Consumer Rights Act 2015.

Just wanting to make everyone aware to he extra careful when dealing with this company.

If you have a problem with your furniture they will refuse to rectify. Expensive sofa's that now have insufficient fillings in back cushions to support the leather. Sofa only six months old but you wouldn't think so to look at it. They send out a technician who agrees there is a fault but actually writes a report to say no fault. He was more interested in leaving our property obtaining a signature so he could get paid by Furniture Village. I have written approx 25 emails, they dont answer questions, repeat the same information over and over and you get passed round their office. Disgraceful customer service. Small claims court here I come. Disgraceful company, avoid at all cost.

A few months after buying a dining room table from Furniture Village marks started to become visible on the surface. It was obvious that it had not been finished properly by the manufacturer. FV sent a Homeserve "technician" to inspect it. Ignoring everything I told him he concluded that the marks were not a manufacturing defect and put this in a two line report to FV. They used this blame me for the fading and thereby to exempt the table from their 20 year guarantee. Homeserve is used by other companies (at least the reputable ones) to correct such faults which are quite common in imported furniture but FV obviously use them differently. Once they have your money they are not remotely interested in providing any sort of customer service. Don't be fooled by good reviews on Trustpilot - most of those are rewarding them for doing all the things without which they would not secure a sale. FV know that repeat business in their line of business is unlikely to be an issue - how often does anyone buy furniture - so aftercare to them is just a waste of time and money. Spend money there at your peril!

Steve and Kyle who delivered our furniture today 11november, were fantastic. They brought the sofas in with care, removed all the packaging and cleared it away into their van. Two very cheerful and pleasant workers. Thankyou.

Refund has taken over two months to be actioned, still waiting, like getting blood out of the stone! Keep away. Do NOT recommend.

We ordered Gplan furniture from FURNITURE VILLAGE THURROCK LAKESIDE. Given a date for delivery, so we then contacted the Heart Foundation to donate our old Gplan furniture which was in very good condition, to collect it on the day before. On the day of delivery we got a phone call from the driver to say they had no furniture on board for us. Contacted FV and they said that our furniture could not be found. Two weeks later they informed us they could deliver our chair, what turns up, our sofa which was damaged. In the end our suite had to be reordered & was promised before Christmas. End of November my Wife & her friend happened to be at Lakeside so they called in FV to see how things were progressing & the manager informed them that the delivery would be after Christmas. He denied he promised delivery before & my Wife was called a liar & was sworn at.
When the delivery was made in the January the sofa again was damaged. So in the end we asked for our money back which we had paid in full just before the first delivery, 5 months before. We Contacted the Ombudsman to complain, in the end it was agreed to pay us a miserly £300 for all the trouble & a lot of stress they caused us. So we visited FV once again & they refused to pay us any compensation. So this is why we are writing about this, it's not in our nature to complain but we had to in this instance.
This is only part of the story, if we completed it in full it would take 3 A4 pages long. If we told you how many times we went forwards & backwards to the store to try to sort this nightmare out you would be astounded. We must have spent 3 to 4 hundred pounds in petrol.
This is just a warning to everyone out there if something happens to go wrong at THURROCK LAKESIDE you may encounter the treatment we got, so be very careful.
If you want competitive prices & excellent friendly service go to The QUADRANT at CHELMSFORD.

To cut an extremely long and laborious story short, we bought 8 dining chairs from FV and waited 8 weeks for delivery. Two chairs were faulty and we had to wait another 11 weeks for replacements. Before the replacement delivery date FV Customer Services offered compensation for our inconvenience. FV were subsequently contacted by email but didn't bother to reply (several times) confirming the offer so when the new chairs were delivered we asked the delivery people to contact FV. Even they couldn't get through to Customer Services so we refused to release the faulty chairs for return. FV over the phone offered £100 compensation (to keep us quiet?) but then denied that such an offer had been made! Further emails resulted in FV threatening legal action if we didn't return the chairs and accept just £50 compensation. What a wonderful, caring company (not). FV could give away their furniture we still wouldn't visit their stores.

After 2 months they not done anything to fix my floor every single week call they they told me the same story ( someone is gonna call you in 72 hours) worst customer service.The store tell me they will took the responsibility and fix it for me keep trying to talk with store manager can't reach him they find excuses all the time. Have been in store ( Nottingham) 4 times to talk with them still nothing. THEY WILL TAKE YOUR MONEY AFTER DONT CARE ABOUT