Furniture VillageReviews 157

I understand the not everyone's experience is the same but! We ordered furniture online on 15 May 2021 and yes we were informed there would be a lead time of 12 weeks, no problem with. We took delivery on 8th September and TV unit was damaged, the delivery guys took pictures and said they would send them to customer services who would contact us to arrange replacement. No one contact us and this is where the problems started, honestly I've spent hours & hours on the phone to them and emails galore, which they say they have no record of. Well one day they do and other days not. Don't even ask to speak to a manager or supervisor because evidently they don't speak to customers. Don't believe a word your told because they will tell you anything to get you off the phone. The worst customer service I have ever experienced and I mean ever. We eventually received a new TV unit on 26 January 2022. The only person who was helpful was Monique who took over my complaint in the last couple of weeks. But to be honest the damage had been done, never would I even consider purchasing anything else from this company.

I Bought a Sofa from Furniture village, paid over 2k. Absolutely terrible quality, sinks in so badly when sat on. Really disappointed. Will try to stuff it with some hard filling.

Having ordered online which was very easy, sadly the experience with FV has not been as good since!
Firstly a change in price before delivery meant i spent 80 mins ringing a helpline only to be told to ring another number to get the new price! Since then Nothing has been sent to reaffirm the New Price & on top of that only half of the order arrived with No explanation on site of after delivery as to where the other item is Or when it is likely to be delivered! No response to emails from FV... Poor show

Don't trust the 20 year structural guarantee, it is utterly useless. 2 years ago we bought a dining table worth a grant, we thought we stroke an amazing deal as we only payed £600.2 Years after the table has cracked form the middle. Something you would not expect from a £1000 table, but anyway we thought we we save with the 20 year guarantee. An independent company was sent to make a survey an while making the survey they cracked the table even more just to prove it was manufacturer issue. Here is where the trouble begins, it has taken them over 5 months to reach back to us and serval followup calls(with the 1 hour waiting time). For our surprise they said we are not entitle for a replacement as that only happens on the 1st year. The also said that our dining table has devaluated as when you buy a car(that is an actual quote from them) and we have been left out with three options:
1)In order to get the table fully fixed we have to pay £300 as they say our table is worth 399, and they are selling it for £700
2)Get a £399 voucher for other products with them(not a change)
3) They give us £100 and we keep a ugly broken dining table.
We are still in shocked as is nearly impossible to reach them and callsback never happen within the expected time frame.
Please avoid buying from them as you worn get any after sales support.

Furniture village, don't know the meaning of customer care, once they have got your money, they don't answer your calls, phone you back, lie to you about what is happening, when you go into the store itself just to get rid of you.
Been waiting since July for my order it is now January 2022

Ordered a wardrobe end of 2020, installed by cowboys on 04/02/21 leaving the wardrobe in a dangerous condition (follow up fitters words not mine), numerous issues with poor quality fittings breaking. Wardrobe is in spare room so rarely used but has broken three times already. Hours spent waiting in for remediation visits. Hours spent on hold on phone lines, Promises to return phone calls that never materialised. Worst company I have ever dealt with bar none. Avoid like the plague.

Bought a leather suite from Furniture Village and within a few months the leather has stretched out of shape and is pooling. An independent assessor said that the foam underneath is poor quality. Furniture village don't accept any responsibility for the problem. Haven't had any problems with leather suites before. It isn't fit for purpose. Will be taking the matter further.

Ordered sofas in July, said they would arrive in November, then delayed by another month, upon arrival, sofa chaise frame was damaged, recliner chair not even working and now will take another 5 months just to reorder a new one since they have been damaged. Customer service needs to be improved! They are ringing and also giving out the wrong telephone number when leaving a voicemail. Everyone should be sacked, including escalation team who are clueless and delivery drivers! No Photo since they arrived Damaged and took it back!

Furniture village
In June 2020 we ordered a new dining set with a matching cabinet (order number *******) to go in our newly purchased home which we was moving into in August.
We was told it was 16 weeks for delivery which would be the end of October, this would mean that we would go without a dining table for a couple of month which isn't ideal but we thought it wouldn't be too much of an issue, what's a couple of months!

19th October- we receive an email stating that due to the ongoing effects of the pandemic our order will now be delivered in mid-December.

Yesterday (22nd November) we receive another email stating that there is a possibility delivery may be put back beyond Christmas and to hold on to existing furniture. We don't have any existing furniture because I am in a new house!

We placed this order in June and now you're saying it might not be here until after Christmas! This is completely unacceptable!
Where the hell is our family meant to sit for Christmas dinner? On the floor? Our first Christmas in our new home now going to be ruined because of your lack of transparency. Why after almost 6 months can you not give us a delivery date?
If we had of know it was going to take this long we would never have placed the order!

The lack of customer service, communication and transparency shown by furniture village has been appalling. What excuses are you going to use for that, Covid?

We will never be ordering from furniture village again and I won't be recommending them to anyone. I am going to put a review up on every single online forum and social media platform to let people know what an absolute disgrace this company is.

Merry Christmas!

Bought a mattress for it to arrive full of holes and stitching coming out all over as with others you can ring and speak to someone only to be lied to over and over again I have an email saying a replacement would be sent guess what nothing be warned never purchase anything from these people the photos are just two of the many faults that continue all the way around the mattress which is a sleepeezee another company I won't use again one star is far two generous they don't deserve any

If I could leave less stars i would - abysmal service and customer services.

Ordered wardrobes, chest of drawers and sofa - the wardrobes and drawers took nearly 3 months to arrive (still says 19 days on website)
Arrived with a awful delivery service and every panel damaged - terrible for over £1000 of furniture (it actually made me cry as i felt like i was dupped y a scam)
Blaming it was a 3rd party company - but if you sell it, your responsible for it and their service,, as you took my money.

Customer services have been atrocious and promising refunds - we were originally told 3-5 days - then another call they said they had not got the item back... and then another a few days later stated its now 14 days. As well as a good 40 mins wait time to contact anyone - Not one person will contact you back from head office or store.

I have zero trust in any of this service - and sadly we still have a sofa on order with them i'm dreading.

Order number 0393b2067

I have luckily checked with my credit card company my rights and unless i do get a refund within the now 14 days they have stated i will simply do a charge back with my credit company and you can sort with them

AVOID NO MATTER WHAT!

Furniture Village are great when things are going well but when they go badly they are a total disaster. I have already started one section 75 to recover my money and think this is going to get worse and worse because they will not keep their word. 3 deliveries, two were fantastic but the last one went wrong and it is such a shame as it would be so much easier for them to put it right than to take their current road - avoid if you can

Can I start by saying I appreciate we've been and are still going through a pandemic - but... the customer service (if you can call it that) is absolutely non existent in the Croydon branch!
We ordered a sofa 1st May 2021 - due around 11 weeks later (maybe earlier said the lying salesman), as he knew the back pain we were suffering from our old sofa!
Not 1 phone call have I received (not received the sofa either) and its now the 19th October (nearly 25 weeks).
When I have chased them, which takes a good few days of constant calling. It's apparently been floating out at sea since August... damp and moldy by now I'd assume. Still no idea of when it will be delivered to the dock.
Asked to cancel the order and got told we'd lose 25% - surely they are the ones breaking the contract?

Ordered a beautiful dresser, and after waiting months to receive it it was delivered without lightbulbs that are supposed to be in the display cabinet. Have contacted Furniture Village four times now, after long waits on the phone and even going into the store, have been told they will be sent, but nothing arrives. In desperation contacted the manufacturer, who sent them by return. However, now discover there is a fault and the lights don't work. Tried to phone Furniture Village but after discovering I am number 37 in the queue again don't see the point in waiting to speak to them when they never fulfil their promises anyway. Have contacted the manufacturer who is trying to sort this. If I had known I would have bought directly from the manufacturer in the first place. First class service from Wood Bros but no service at all from Furniture Village. If you see something you like in their store I would suggest buying directly from the manufacturer instead.

Terrible - do not buy from them.
I paid extra to have my old mattress taken away when they delivered the new one. The delivery company refused to take it as it was not stated their documentation and the shop will not refund the collection/disposal cost.

I purchased two leather sofas which looked awful after just six weeks. I contacted FV and they sent a technician out who advised me it was an Italian sofa and a loose fit style as the Italians favour the lived in look. If I'd wanted the look I have after just six weeks of minimal use I could have bought a second hand sofa. I will add photos so you can judge for yourself but based on my experience I would avoid at all costs.

This is the worst customer service we have ever had the misfortune to deal with. On 25/1/21 our order of a dining table and chairs was delivered to us. The delivery men noticed that the metal plinth was damaged, they took photographs and promised that a replacement part would be delivered within a few weeks. On 24/3/21 we e-mailed the customer services to find out when it would be delivered, the reply was that the manufacturers have the replacement plinth on their records and they will let us know when it would be delivered. It is now 9/9/21 and despite numerous e-mails, telephone calls and a visit to the Chester shop, we are still no wiser than we were 7 months ago. In July, We received a telephone call from the Chester branch to be told that the replacement plinth was on is way to the warehouse and should be delivered in early August. Guess what, we are still waiting. On 3 occasions we tried e-mailing a Director of the company - Peter Harrison, but have received neither an acknowledgement of receipt nor a reply. Having read other reviews I can only assume that Peter Harrison is a fictional character. With regard to the 'simple' job of replacing the plinth, having waited 7 months we very much believe that we have been told a pack of lies all along and that there was never any intention to do anything about the damage. The only courses of action left open to us are to put this message on to various public platforms and to instruct a solicitor to pursue a full refund of our money and for Furniture Village to collect the damaged table and six chairs.

My order number is 8088DR225. Its been 3 months since the wrong order was delivered to my address, took 3 months to get the product. So its been 6 months and I still don't have the product I require. I called customer service many times and also emailed them. They keep saying someone else will do there job. Every time l call they say someone will get back to me but they never do. This is very frustrating as it seems furniture Village do not care about their customers. Does anyone here know how to return and get money back from them?

Delivered a damaged poorly made sofa sent engineer round who could not repair it then said there was nothing wrong with it and refuses to answer my emails. Will NOT shop there again

Terrible company, I have tried 3 times with 3 different members of staff to resolve the matter, including the manager of the store. Every time told that the issue would be resolved! 3 months later, no contact not interested, despite guarantee in place. Guarantee is absolutely worthless, please people do not trust this store.