Furniture VillageReviews 157

At the 1st delivery attempt the sofa was damaged so we sat on the floor for 2 weeks until they checked it over and delivered it back with temporary feet.
Good news after that though as we got three weeks before the arms fell off. Literally fell off. I started noticing wood chippings after a couple of days so I rang and in fairness to them, they arranged a replacement. It was when the 1st arm fell off that I rang to cancel the next sofa. It turns out that this "premium" £2k sofa is made out of the finest chipboard hardwood. Not hardwood hardwood!
The main body of the sofa is held up by 3 bolts through that unicorn of woods... the chipboard hardwood. You only tend to get this material when you pay 2k for a £100 sofa.
After saying I'd be sharing this on social media they offered me the use of it for 8 weeks but asked me to take care of it as they will repair and sell it... what!? Its junk. Throw it in the bin... dont pass it on to some poor unsuspecting family.
They then asked if I'd be interested in keeping it at a reduced rate. Wait for it... £1300!
"Sir, it is a 2k sofa"
I would of had it for a couple of hundred quid as I now have to sit on the floor until Jan 8th 2021.
I did mention this, they said we are out of "contract" now so you are on your own.
Like I said... they offered me this one for 8 weeks but I declined on the basis that I'd still be paying for it until it is returned. Unbelievable.
Needless to say, I wont be going back.
Look on the bright side... at least I'll have space for a big xmas tree this year.
Have I forgotten anything they have nice cookies in the showroom. Everything else is shocking.

Had my sofa stayed the same as when I purchased it I would have been happy. But, after only 6 months of light use we noticed the seats were starting to sag and were loosing the support. By 12 months old it was really uncomfortable. I contacted furniture village and after chasing a few times I was told someone would come out and assess the sofa. Homeserve arrived to look at the sofa but as there was no damage they said there was no problem and I was informed that the sofa is designed to be like this. It was described as "hammock" like so you fall into the middle. Not sure who buys a sofa to become like this after just 6 months?! Had we been informed of this we definitely would not have purchased it. For a sofa that retails at over £1600 for a 2 seater this is not what we expected. Homeserve did say they could add some supports in but couldn't get hold of furniture village for authorisation. Furniture village eventually contacted me to say no fault was found so they wouldn't be doing anything else. I gave up in the end and my husband has rebuilt the inside of the sofa. I will not be buying from furniture village again.

Bought sofas from FV and I wished I had read the reviews before purchase. No answer or it is busy when you try to call them! Not sure how they expect customers to speak to them?
Sofas cushions keep sliding out n moving every time soneone sits on them? So sit on the sofas but tidy up after yourself! I read on trust pilot this has happened to the same sofas I purchased to a lady so it is not just me! I have passed it over to resolver who will hopefully do something about it!
Take your sofas back give me my £500 deposit back and the 1st payment hasn't started yet too!
Need I say more! Waste of time!

Bought a mattress for my special need child. Found out later on the same size mattress will not go through my staircase as there is two sharp bend. Had to return another mattress from ikea for same reason. Tried to call furniture village not to send the mattress and to refund. Gone through voice mail, left message, a very rude lady said it's ready and I have to pay 100% of mattress price as cancellation fees as it has been made. Finally told me to speak to manager of the branch. I called today, they said they gonna call me back tomorrow.
I am a NHS doctor, I am extremely busy, on night shift on that time. But I had to keep me wake up to get the phone call back, which never came. I had to chase them several times before getting someone to speak to again and got the answer that they have ordered it, so no return and no matter it will fit my stair case or not, they will deliver it.

I ordered about 3k worth of furniture in December 2019 with an estimated 12 week delivery. One of the items was a dining table with some chairs, delivery was understandably delayed as a result of the COVID 19 crisis. The table was delivered 2 months ago without the chairs - the direct debit payments are being taken out for items I have not received. I was advised in April that the chairs would come in May, I was advised in may that they would come in June and I have been advised today that the store doesn't know when they will come.

The one star review is for the customer service, or lack thereof, that I have received from the WATFORD branch. No one answers the phone, I left 5 messages across this week for a call back and didn't get one. I finally managed to speak to someone yesterday who assured me the manager ROB would call me back yesterday - he didn't. I finally got round to speaking to him today after calling AGAIN and he said he was "too busy to call me back yesterday or today", he'd chase my order but would be "too busy to call me back tomorrow so another member of staff would".

WHAT A JOKE. Delays are understandable, disregard for customers is not. The service is great when you're shopping but once you've ordered and paid don't expect any interest from the team in helping you. Everyone has excuses and there is an absolute lack of accountability.

This is without a doubt the worst customer service I have ever received. I have been in contact with the call centre to discuss this but to no avail.
We ordered a dining table, set of 4 chairs and a separate bench from them in October 2019. 7 months on we are having quality issues with what has been received.
The table and chairs were only delivered before Xmas due to our constant harassment and chasing, and were finally sent without the bench, as it was not available (I expect we would still be waiting for the table and chairs had we not chased it up). We have been told that compensation will be discussed once the bench had been received due to how long the delivery took, but this has yet to happen. The chairs are all faulty and we were promised a replacement numerous times, but we are still awaiting on this, as well as the compensation. The entire process has been extremely frustrating and seemingly impossible to get right.
DO NOT USE THIS COMPANY.

I bought a table from Furniture Village on 26/12/2019 - expected delivery at the time was 7-8 weeks (early February). The table had been delivered 3 months later on 25/03/2020. Although I have paid it to be assembled they just left the package. I understand this is a result of Covid 19. However they have now reopened the stores/deliveries, are accepting new orders and my table still hasn't been assembled. Since 28/05 we are calling them and only after contacting the manufacturer we managed to sort it out. Not only we never heard from the shop but we had to call and do all arrangements with the manufacturer ourselves. I'm sorry but we bought the table from Furniture Village, not from Mark Webster Design. Just received a call today saying they will send someone on 22/6. Really! 6 months... Unbelievable! Terrible customer service/experience.

We bought the table and 4 chairs from you in September 2019, there was a good offer but of course the whole set did not come cheap. From the beginning I should have left a comment about the finishes of the chairs, where you can see paint dripping on them (the chairs were almost more expensive than the table) but I did not do it because buying a house and facing a move was challenging.
Now after 5 months of daily use of the supplies (two chairs which we never use) we are seeing the quality of the material which is very poor. The table was covered by a tablecloth and a table cover and during the Christmas period the wine fell on the table as it can accidentally happen and the stain did not come away anymore, despite I cleaned it with a product especially for wood now there is a white halo effect on it.
I decided to buy the slightly more expensive table and chairs in order to have a guarantee in terms of durability, at this point if I bought something second-hand it was better. Normally the furniture should last at least 3 or 4 years before presenting these defects... I'm very sorry, but the quality you offer is very poor.

TERRIBLE SERVICE, RUDE STAFF AND NO CUSTOMER AFTERCARE:

Spend close to £15K in Furniture Village Watford, had loads of items arrive faulty and replaced, including power sofas and lighting, etc. It's been 11 months since I put the order in, there were problems with the sofa twice and the lighting they sell, I asked for help to deal with the issues, not only the problems are not solved, the staff was utter arrogance and rude ignorant. He seemed to be very un-helpful and defensive. I still left with the problem, and cost me more to fix the issues. PLEASE BE WARNED they are friendly and pushy when you buy from them, the good reviews from the customers were those without problems, however, should you have any issues, ZERO' support will be get from them and leave the mess you will deal with it. A VERY DISAPPOINTED CUSTOMER AND WE WILL NOT GOING BACK TO THIS STORE OR ANY OTHER STORES DUE TO THIS EXPERIENCE

Bought a mattress as reccomended by the floor manager for £489. Bed developed a large dip on one side in three months. Funiture village sent out a technitian who said it's from general wear and tear and there's nothing they can do about it. First response from customer service was talking about a leaning chair, so obviously just copied and pasted from another complaint. Really get the idea they couldn't get a monkey once they have your money.

I spent weeks looking for a good mattress to invest in and a lot more than I would normally have spent. Will just go to the local mattress factory and get a £200 one next time. At least then I won't be as dissapointed if it goes wrong in just a few months of normal use.

I would never recommend them. This is for the reading store but imagine their whole company is like this.

We ordered a clearance mattress from the reading store. It was in perfect condition, even our order statement said so. The day before it was due to be delivered we got a call saying it had been damaged and needs to be fixed. This was the first sign of the company poorly treating its customers by not taking care of their products. At this point we had paid for the mattress and hadn't received anything.

Next it took us about 10 times to get through to them on the phone to find out what happened the next day to sort out the delivery- 'it got damaged somehow' that's all we got from them. They said they would try to clean/ repair the mattress which took a week with us contacting them, not the other way round. It still did not get fixed. They said they can still deliver it to us but of course we did not want a product that had been damaged by them.

Next they said we could get the same mattress type delivered at our original clearance price. Great we thought, finally getting sorted and fair compensation. Once again they let us down. Never called us, always relying on us to sort it out so we had to do the calling up ever when they said they had booked a call in for them to call.

So, we called to say what's happening. Only to be told they can't do it at the same price. Only option was to a refund or a reduced price on the current mattress. Even had the cheek to say you could use the money to look for another mattress of the same price- we were never going to give them our money after this. We had to refuse the reduced cost as we didn't want a mattress that was still no in good shape that they had damaged. No compensation offered, barely an apology either so took the refund as we just didn't want the hassle of dealing with them again.

Shame on the staff at reading, you have lost yourself a customer that was willing to buy future products with you but never again. We will also tell others to stay away because of your appalling customer service, lack of contact, lack of care for your product and overall poor service.

This is the first and last time i ever shop with furniture village. Soon as you have paid a deposit they never give you the service you deserve. In my case the sales person was not interested in talking with me regarding the sample i had asked to be sent. I waited 13 weeks for delivery and was told the delivery date would be set only when the account was cleared. Once the final payment was taken they gave me a date two weeks after i needed the furniture. They have so many strange rules which is fine. The most important thing for me is that the staff attitude towards the customer is bad, i personally experienced this across two branches.

Shocking after sales
My experience in the shop was first class but unfortunately it went down hill from there. I ordered the sofa in September 2018. When my suite was ready for delivery my builders had not finished, so I paid Furniture Village £300 to safely store my suite. When they did try to deliver it, it was damaged, the travel leg had been snapped off and all the back was scuffed and dirty. So I waited another 6 weeks and they tried to deliver the same damaged sofa. They did say it was a new one but it had exactly the same damage as the first one. Even the delivery driver was shocked and thought I had purchased an old shop floor one. Eventually, 12 weeks later I took delivery of my suite and sponged the dirt off and I'm now happy with it. The final delivery was June 2019. But bearing in mind I had nothing to sit on for over 12 weeks and the fact that I paid £300 for safe storage I did not receive an apology or any refund on the storage fees as they said even though it was damaged whilst they stored it, they did store it and I had to pay! It certainly took the shine off my purchase and I will never use them again.

All smiles and happy faces before you order but afterwards they don't want to know, after care non existent.

Don't do what they say they're going to do, don't call you back when they say they're going to call you back.

This is all before an item has even been delivered, I dread to think what it'll be like if there's a problem with the actual item.

Social media a waste of time as they'll just tell you to call the branch, good luck getting them to answer the phone. Avoid.