Furniture VillageReviews 157

I have called multiple times and get told the same story over and over again that my sofa is with the Guildford warehouse waiting to be sent the southampton warehouse. When i have called for the past 4 weeks i have been told there is an urgent note saying it will be delivered to the other warehouse. Still waiting after they told me it would arrive after 3-5 days. Customer service is shocking no body ever calls you back. If i didn't already not have a sofa i would have cancelled my order a long time ago and gone elsewhere.

I ordered 2 sofas at the end of April, we were quoted 11 weeks delivery, I have now passed 14 weeks and still no sofas.
You can't get through on the phone, all I get is an automated messaging saying the voicemail is full. Luckily I paid on a credit card and I am considering contacting them for a refund.
I definitely would not use Furniture Village again

DO NOT BUY FROM THIS PLACE. THIS IS THE WORST FURNITURE SHOP!

I have had by far the worst experience shopping from furniture villlage. I had ordered a dining table with 2 benches and 2 chairs on 24th March and have called at least 20 times since June this year being on hold for 2 hours each time. Initially i was told that the item is sitting in their warehouse and they will arrange a delivery soon after almost 2 months i managed to get the delivery arranged for last friday and it was supposed to come on 2 trucks. 1 truck came and deliver 2 chair tops without the legs and the driver said that the rest will be delivered later on, on the same day. The second truck never showed up.

Since then i have been calling them everday again being on hold for 2 hours to speak to an incompetent agent who has absolutely no idea on what happened to the delivery or where the goods are. They are not even sure whether it was delivered to the wrong address, is it back in the warehouse or has magically disappeard. Each agent has promised to 'investigate' and call back but that has not happened. I honestly feel like the store has stolen my money and i do not know what else i can do to get the items that i have waited for over 4 months.

This is by far the worst shopping experience and i would strongly advise you all to not buy from furniture village unless you want them to run away with your money.

I would honestly give them -1 star if that was an option.

How disappointing, went to Furniture Village due to concerns about Sofology, wish I had gone their instead. Sofa arrived 2 weeks late (expected) and is a great sofa, however the power pack was missing (£15 parts) but crucial for the recliners to work.

The delivery guy made a note and reported it back to the warehouse. He told me to call the TUNBRIDGE WELLS store (although I ordered online). They could not have been more unhelpful or disinterested if they tried. You wouldn't believe they were all one company.

Although he did log it on the system, he made no real effort to help. He told me to log it on their website as well, which I did. Waited 4 days – no response, so I called the customer aftercare number and the operator sent an email to their Customer Care department setting out my issue. As expected, radio silence from this email. I sent a follow up email copying in Chris the aftercare guy as well, again no response not even from Chris. 3 days later I called aftercare again, waited an 1 hour in the queue and finally spoke to Raphael who said he would definitely help but I need to send pictures this time, not sure why it's a missing power pack after all and the delivery guy had already completed this.

Again, another email to customer care from Raphael, with the promise of it being sorted, but again radio silence and no power pack.

All in all a very rubbish experience, I went to Furniture Village as I thought they would be better than DFS and Sofology. To be honest they couldn't hold a light to DFS. They haven't to date even yet acknowledged my issue and as for the TUNBRIDGE WELLS store, I won't be giving them the time of day or my custom again ( a £3300 purchase ruined for a £15 part) Truly truly shocking customer service – avoid at all cost

1 star is too generous

I returned a faulty sofa for weeks ago and still have not been refunded. I called numerous times to be told the system was down and someone will call me back. No ever has. Yet they are still happily showing people around showrooms taking orders. It seems once they have your money that is it! I feel robbed.

Ordered a bed nearly 9 weeks ago. Went in a few weeks ago and was told they would call to update me. Am still waiting. Our bed has gone so we sleep on the mattress on the floor. Find somewhere else. Abysmal Customer Service.

We would just like to thank Stephen Allgar for the wonderful service we received when we visited the store in Peterborough in April, we purchased a leather three and two piece settee, which was delivered today by to very nice gentleman, over the moon with it, also like to mention Adrian Griffiths who dealt with me and my partner when we went in to pay, very polite, we were also kept informed in the last few days of the time and delivery date, although the company we're struggling because of computer problems, thank you all once again for your professional service...

Mr Garnett, Steve was an absolute genius he answered all my questions better than a politician? What i mean is he knew his products gave me straight answers and a very good deal. Cheers Steve i will
Recommend you and furniture village to anyone. Thanks again
David MacDonald

Ordered a leather recliner from Furniture Village, after trying it out in the shop. Had to wait several weeks for it to arrive. The recliner that arrived was hard and uncomfortable, not at all like the one in the shop. Will not be buying from Furniture Village again, and would not recommend.

Had an absolutely horrendous experience with the Wednesbury store. Ordered a sofa in store, waited the 8 weeks for delivery and when it arrived it was the wrong one. I called the store on the day of delivery and was told to email in with my query. I emailed in that night and called the store the next day. I was told the sales person (Samantha Sault) wasn't in and my details were passed on for her to call me back. This never happened so I went back into the store to see her. I explained that the sofa that had been delivers was the wrong one. She said it was the wrong, that she remembered what I ordered and the fact that the sofa that was delivered wasn't even in on display in the showroom. She said to leave it with her to arrange for the correct one to be ordered and delivered and the wrong one taken away. I hadn't herd back in over a week so I called today and was told that because the delivered sofa had been signed for I would have no choice but to either pay a £500 return fee to cancel it or another £500 to get the sofa that I ordered. This is not acceptable at all as I made you aware, within 24 hours that the sofa was wrong and you had dragged you heals so long in attempting to bluff me out of a solution that it has now past the 14 day period when I could return it, penalty free. I believe this was an underhand tactic done deliverability to hide your mistake in ordering the wrong item.

Completely unprofessional and disrespectful staff and manager! We bought a £1900! Value mattress but we were unhappy with the quality so we tried to return/ change it with something suitable for us unfortunately with no success! We got in change a very rude and disrespectful conversation with the sales consultant and manager.

Still haven't refunded my money it's been 6 weeks!

Sent damaged table to us. Requested refund, they picked it up but never sent money back.

Emailed and got no response. I call and all I get is someone will call you back. Guess what... No one does, have to call them back again and still no answers.

Absolute joke of a company

We purchased a Cheltenham Bedstead in 2017.

Within a year we had problems and blamed the Hypnos mattress, Hypnos commissioned a report by Home serve furniture repairs and it blamed the Bedstead that we purchased from furniture village. We looked at pictures of the bedstead on Furniture Village website and realised there were more slats on it than ours, in total there were 14 slats missing from our bedstead, and the gaps in between the slatted base were 9cm apart not what was advertised on the Furniture Village website.

Now home serve furniture repairs come out but this time for Furniture Village and this time they find invalid claim, even though we have the first report saying it's the slatted base?

So we have been sold a bed with 14 slats missing, and the gap in between each slat is 9cm two above the industry guidelines, warned by Furniture Village not to buy a base with these 9cm slats but sold the slatted base by them ignoring their own advice on their website. And we are in the wrong?

The only mistake we made were trusting Furniture Village and homeserve furniture repairs.

I only wish we had read all the negative reviews before hand and listened to them.

Below in the photos you will see the base they sold us and a photo right above it wit the slatted base advertised on the website with 14 slats missing, next one is 9cm gaps in between the slats when the furniture village website warn not to buy a slatted base with more than 7cm gap, yet they still sold us one with a 9cm gap. The mind boggles, really?

The salesman gave varying delivery dates but our settee and chair did eventually turn up a few weeks late. It was quickly assembled on site and started to some apart after a few weeks. This is bad for a £2k item. Now waiting for their outsourced company Castalan to come and fix it - NEVER USE THIS COMPANY

Warning! This company(Furniture Village Staines) is selling poor Quality, QC Unapproved Approved, Safety Critical issue and Health Risk SOFAs and the store management are cheaters. I can't believe, How he can sell an faulty ex-Display Sofas to a patient. First instant, It shouldn't be displayed on the retail floor

My Wife is Rheumatoid Arthritis and Crohn's patients. She wanted to a recliner and A relaxing Sofa. I went to see Sofas Furniture Village Staines and Brought one Ex-Displayed five seaters. The price was advertised as £995. I checked the external martials fibric and looks fine with me. I've asked the salesmen in details on any faulty the magnesium or issue or even ripped. He told me this is an ex-displayed one, its close to brand new. Since I was in a rush, I told my wife to ask them if the management is happy with Sum of £900. The Store Manager in Staines, with out any hesitation he agreed. She paid full amount. We were so happy about the sofa and collected the after a week.

When we started to place the sofa in our drawing room we found number of holes on underneath each sofa set. The fibric underneath the Sofa has been ripped by a person. Mainly on the relaxing Sofa, when I had a look through the hole I found the springs are hanging on the balance, there is not support. Lucky me, I only the person sat on the sofa and found Safety critical issue. Imagine, what happen if my daughter sat on the sofa? She should have injured herself.

I have attached lots of photo

Just found out Furniture Village voted "bed retailer of the year " what a joke we paid £2000 for a hypnos bed plus headboard the mattress had to be changed it failed a special test, when we went back to choose another one, it was suggested we pay a usage charge! They were no help with making a new choice of new mattress just saying pick one. We chose one asking if it needed turning, we were told no just rotating regularly NO mention was made about turning until we received the new mattress which is extremely heavy we are both in our late sixties. Now less than 1year later the headboard has snapped time for another conversation please avoid them. It's not, unfortunately possible to give less than one star

The worst customer experience I have ever had. I would give less than one star if I could. I don't normally write reviews but felt I had to voice out my frustrations with this awful company. I bought a bed in May 2020. They damaged my item (didn't even care to phone me to tell me about it!) and said I had to pay for a different one and a headboard separately. Took them FIVE months to deliver the bed and having to chase them at least 20 times - absolutely ridiculous (they advised me it would take three weeks - what utter rubbish). Customer agents behaviour was despicable, rude and unhelpful apart from one guy called Nahid. Still dealing with the issue of a missing headboard SEVEN months later - had to pay for that separately even though the initial item I had bought included a headboard. Delivery man came today and delivered a table by mistake instead of the headboard and said that I had to sort out a new delivery date. The warehouse never picks up. Customer service is astonishingly bad it is laughable. I have given up with this company and will never buy from them ever again. Shame as I spent thousands here after moving to a new flat and the products are decent- definitely not worth it with the awful customer service. Would not recommend anyone else to buy from this company unless they want to have a stressful seven months chasing your products! Nightmare!

We bought a sideboard and was promised 3-4 week delivery date. This never came. Couldn't call the Preston store due to phone lines not accepting more messages and no staff to listen if you were able to leave a message. In short I had to go back to store 4 times to get a response and try and resolve my issues. Once it eventually arrived neArly two months later. This was delivered damaged and had to leave the item with us as not allowed to remove. Back to store more complaints. I was told I could get another one and this is now ordered. Weeks later no new sideboard and then told the staff member did not order it. Reassured again another now ordered. Weeks later again a message to say they are not making this again so it can be repaired or money back. Eventually I spoke to a lovely Jeanette who took my. Complaint seriously and was tecompensated for my issues. The sideboard was lovely so I wanted to keep it so it was then we'll repaired.
Jeanette was in close contact and my complaint was resolved very efficiently and professionally. 5 stars for this but one star for initial poor customer service. I must also mention whilst I was in store it was hard to differentiate between customers and staff. Some of the staff looked very scruffy and quite rude.