Furniture VillageReviews 157

Mis-sold a £900 mattress in furniture village in Thurrock. Explicitely told it was medium firm and good if you have a back problem only to find it was medium soft and like a sponge when it was delivered. Store manager refused to call me back until their own customer services insisted and then flatly refused to help with either refund or exchange stating their T&Cs as an excuse for me to lose £900. No attempt to compromise even though online orders can be exchanged within 14 days. Shocking, uncaring service, which has left my heavily pregnant wife very distressed. They don't even pretend to care, it's just about rushing you to sign and take your money.

Our first dealing with FV in High Wycombe was to purchase a black rug which was confirmed to be colour fast and would not reate with a cream carpet it was to be set down ipon. The rug arrived after delsys and excuses for a late delivery and within 10 days of use a black outline was totally evident on the cream carpet which was in itself new. After complaining and several weeks that went into months the cream carpet was eventually replaced under FV insurance.
We then stupidly chose wardrobes and bedroom furniture from FV having spent several thousand of pounds the salesman confirmed having made internal emails that we could be supplied with a separate headboard and timber top from a drawer set only then to be advised 2 months after order these items colud not be supplied. The order itself slipped from excuse to excuse over a period of almost 7 months before matters sorted out with our acceptance of refunds to unlock the saga. The staff and the store manager constantly never returned calls or emails and even if entering the shop suddenly would disappear on a lunck break or sfternoon off. Every trick in the book was to do nothing in sorting the disgraceful service. Never have I dealt with such an unprofessional organisation. The sales team blamed the ordering team who blamed the German manufacturer who blamed the logistics team handling delivery and installs. A complete discrace and never will my family use FV again and everyone we discuss with is advised to avoid FV... it is clear this is company wide and not isolated instances.
As of today my sister in law, despite advising not to use FV has the exact beginning of the same issue trying to get a sofa delivered that is now late, yesterday it was said to be in the country... today it isn't or maybe... but unknown!

I strongly advise to avoid these people and go elsewhere annoying as it may be should you see something you want..

I am having a nightmare with Furniture Village, and from reading reviews it seems there are plenty of others like me.

I was overcharged and sent the wrong size sofa. I had to fight to return this, I was passed from pillow to post for over a month, no one would take responsibility. I am now left trying to sort the finance out, again no one will take responsibly, I am left worried that this is going to affect my credit rating.

To top it off, the bed I ordered come broken, I am again being pasted from pillow to post, I have been going round in circles for the past six weeks. The customer care team are terrible, their customer service is shocking! They refuse to put me onto a manager.

The next step will have to be taking them to court. Thank god I have everything in writing. Natalie

The service up to buying a product from Furniture Village Romford is decent. It's what happens after they have taken your money that warrants the one star rating.

Was advised that our sofa would arrive within 10 weeks (to expect 8 weeks). Was also advised that I would be kept inform of any delays and that we'd get a call two weeks beforehand to organise the delivery date. Did that happen? Of course not!

Over 10 weeks past and no contact whatsoever. I contacted Furniture Village who said they cant help and that I would have to get in contact with the store. After sending complaints, I got a response stating that the sofa was not in the country and would be due to dock in several weeks.

If there was going to be delays, a courtesy call/message would have been appreciated but Furniture Village wont bother. They'll miss their own timeframes time and time again and you wont be informed unless you chase.

The sofa then arrived torn, uneven with one side several inches higher than the other and the feet misaligned. Furniture Village regards this as within their acceptable limits! Terrible product and the worst customer experience you can imagine.

Order no: *******

We ordered a sofa with an expected delivery time of up to 11 weeks, however the sofa took 15 weeks to arrive. Partly delayed due to a hold up at the port, but also delayed due to incompetent communication and poor organisation with staff. We had 0 contact from Furniture Village, and a total of 6 calls were made from us to chase the manager, to organise payment and a good will gesture. During all our phone calls we were informed we would be called back, but they never did. On one occasion we were told the sofa had not arrived, however the following call we were informed it had been in the warehouse for 12 days. Meaning on our previous call they had the sofa, but had not bothered to check with the warehouse. On another phone call, the employee failed to put us on hold, and we overheard them saying "nothing has been done with their order." Many attempts were made to speak with the manager, on one occasion being told he was out at lunch and would not return for 2 hours, and also that was his final day working, and we could only discuss the service and good will gesture with that manager. When asking for the new managers name, the admin woman became very rude stating "I am not going to give you his name, I will make sure the manager calls you back today, and if he doesn't then I will call you back." I stated that we have been promised a call back many times, and never received them, therefore wanted the new managers name to ensure we had someone to discuss our service with, at that point the women still refused and stated "I am going to end this call now." We were also informed they had tried to contact us many times, however neither myself or my partner received any communication by phone, email or post.

Haven't not shopped or purchased items from Furniture Village before, I thought their pricing was reasonable and their item descriptions informative. I really wish I studied in-depth the online reviews before I purchased two bookcases (same material - one tall and the other wide). I ordered the two items online in April 2018 and was informed it will take up to 7 weeks to be delivered. Date came and went with no contact from customer service to inform me that delivery will be delayed. At the beginning of July, I made my first phone call to Furniture Village customer service to enquire the above. I was informed that delivery of my items will be next week and I will receive a phone call from the delivery team letting me know of the day and time slot these shall be arriving. Again week came and went, again another phone call to customer service, again informed these will be delivered the week after. During that week, I received a phone call from the delivery warehouse, who informed me of the day and time slot. However, one bookcase was damaged (large fist shaped hole through the back). I was asked if I wanted it, I of course said 'no thank you' and was told it was on the lorry anyway and will need to let the delivery team who arrive aware of my choice (?). Items were delivered on the day and time slot stated. Informed the delivery driver the situation, he then took pictures of the damaged item using his iPad. His iPad failed on numerous attempts to process the return and the request for another to be delivered. Informed me not to worry and took the damaged item with him. Few days past, again phoned Furniture Village customer service, explained the recent situation. As return had not been processed, there was no record, meaning nothing would have been done if I hadn't called. Customer service had difficulties in contacting the delivery warehouse. Over a week or so, I called customer service three more times, eventually I was informed a replacement bookcase had been ordered and will be on its way. Again, waited 6 weeks, no information, I then received a phone call informing me that the bookcase had been discontinued and I will receive a phone call from the refund team who will process my refund. Unfortunately, I missed their call and again called customer service. I was informed again, that I will receive a call from their refund team, as I have to confirm with them that I want a refund (?). Still waiting for a refund. I will never purchase items or recommend this store to anyone.

Sold as a live edge table - one in shop wavy edge but nicely finished. You can get splinters from ours. The table top veneer has been badly repaired in places. In others it is lifting and the veneer panels are splitting away from each other. Gouge out of top. To be fair - the manufacturers have agreed to replace but in common with other reviewers the "customer service" is very poor. The coffee table is now splitting apart - we have had these items just over a month! Await with interest the new dining table.

Never have I ever experienced a company which the most appalling customer service. Right from the outset, we were misled by the salesman that we could customise our order by ordering chairs with a separate colour seat pad and without a back handle. Despite him claiming to have called the suppliers and reassuring us in the store that these were both possible - they were not. Now I feel he would have told us anything to get a sell - his name was Shahid Habdul in the New Malden Store.
Our goods (dining table and chairs and side cabinet) were then both delivered faulty, with large chips to the marble surfaces, cabinet doors which would not shut properly and only 4 chairs came (despite ordering 6) WITH the wrong colour seat pads. Following complaint to Sarah Ahchay the store administrator in the head office and her boss Rami, they assured us our correct items without faults would then be delivered. Since then, it has taken 4 additional attempts to deliver the correct items to us (each time the completely wrong set or wrong number of chairs were delivered) AND we yet we are still awaiting delivery of 1 chair. I have no idea how this is even possible. Your head office appears to have no control or communication with your warehouse and the salesmen appear to have no knowledge of what goes on both in the warehouse and head office. We have had excuse after excuse and my only wish was that we never bought anything from Furniture Village in the first place.

My Dune Sofa now qualifies as my worst purchase ever and the subsequent customer service has been even worse. The sofas look great in store but god help you if you dare to sit on them... they just turn into a total mess, mine looks at least ten years old after a month of use.
Normally if you were dealing with someone decent this would be easy to resolve but not these cowboys... email and complain and they will reply by saying what a shame it is that you are not happy with your sofa but that's about all you will get from them.
I will see you in court.

In January this year we bought a sofa bed from Furniture Village in Tamworth, Staffs. It arrived in March, and after a week we felt that the cushions werent properly filled as the material crumpled. The salesman in the store didnt want to know he said thats the way it is, even though the sofa bed in the store didnt look crumpled in the same way. He told us to complain to Furniture Village Customer Services which eventually resulted in an independent technician coming out in April, who told us we had nothing to complain about he was totally biased, and ignorant! We asked a local upholsterer to have a look he saw the problem and said we needed another 2 of foam in each seat cushion a mere £110. Before doing anything, on 4th May I sent a recorded delivery letter to Peter Harrison, the CEO of Furniture Village, who is quoted in The Business Magazine as saying that he wants the business to go on and on and on, and to do the things that they believe in serve customers right and give customers a good deal. Its now June 1st no reply, weve been totally ignored - not even an acknowledgement. This is really unacceptable from a company which professes to want to serve customers properly.

Beware Furniture Village are very good at smiling and giving you a cup of coffee, taking your money and then running! If you have a problem, they dont want to know. My experience as taught me one thing never go to Furniture Village again.

Ordered a table and chairs matching sideboard and TV unit Arrived 6/7 weeks later December 2017 the whole lot arrived damaged the delivery man took photos of the damage and we were told all the furniture would be replaced end of January (still nothing) February 2018 non stop promises to sort things out to no avail. They promise time and time again they will ring back but they never do excuse after excuse. What chance have l got of the 10 year guarantee they promised me on all my furniture. I really am at a loss will never buy anything from this firm again

Any odd one that says they are great they lie or are employers.
They promise you furniture and it DONT TURN UP. Read the other angry people. Dont be stupid.
They wouldnt deal with my request and wouldnt ring me back untill i pretended i was another customer pretending to furnish out a whole building. As soon as i told them who i really was they hung up. My friend now has the same problem with them. I am a film maker and i will be doing them some damage on tv soon

Please dont go near these people, they take your money up front for your goods then wash their hands of you. Me and my wife who suffers with arthritis have been sleeping on the floor for weeks now waiting for our non existent bed to be delivered and installed. For a while they said the bed was 'missing'? Then they rang to say it had been located and was on the way. We were to receive a phonecall on Monday from the upholsterer to arrange the date, and you guessed it, nobody rang. We are just left feeling desperate and angry now, its absolutely ridiculous. They dont give a hoot about you once the money has been handed over.
YOU WILL REGRET IT IF YOU BUY ANYTHING FROM THESE CRIMINALS, MARK MY WORDS THEY DO NOT CARE AT ALL ABOUT YOU, ONLY YOUR MONEY.

Ordered 4 cushions at the beginninf february 2017 i was rold at time of purchase it would take 2 weeks for them to arrive 2 weeks went by no correspondence so had to ring them no one seemed to no the answer in the shop finally after 2 days they said they had been lost in transit it would be the first week in march the time arrived no cushions had to chase up once again after a few discussions finally established 2 cushions was in warehouse the rose coloured ones they was not sure about the silver ones so i asked if i could have the ones which was on display? They said come and collect the rose ones and i will speak to manager on my arrival i was told only had 1 silver one i could have that one and the other one would be with me by 31st of march 2017 that day arrived no phone call so once again had to ring them got told would look into it and get back to me but no one did the next day i rang no one seemed to no what had hapoened to my cushion got told once again that some one would call me back to my suprise they did just to say they did not no and would find out on monday as u can imagine not happy what was meant to be 2 weeks has turned in to 2 months so i asked if they had the rose ones in i would have 2 of them to save waiting no they did not have any my reply was well why u had them on display i got told they would speak to manager and get back to me this was at 12.00pm still waiting for reply? I thought maybe i was haveing this problem because i had only spent £100.00 but after reading other reviews clearly not the case absolutely rubbish service disgusting furniture village

I bought a leather suite from Furniture village just under five years ago. The dye is coming out, it has split. They sent out an? Independant? Examiner. He said he would recommend panel be replaced. Furniture village turned that into external contamination. The split is where my head rests. I am nearly bald I do not wear any hair dressing. The last suite I bought ( not from Furniture Village) lasted 20 years. It was still in good order when I gave it away, I wanted electric footrests. I don`t know where they buy their furniture but it is rubbish. Don`t waste your money like I did. The other chair and settee are perfect but they will end up on the tip. Alexander Bevan

My Mum purchased a dining table from furniture village in Jan 16. Finally delivered in May, but faulty. After many telephone calls,, visiting the store a staff member promised to view the table, my Mum waited in for 2 days, but no show, only to be told by his colleague that he didn't even have a car. Finally table manufacturer viewed it & deemed it faulty. Fast forward to today, delivery day!. Drivers turned up but told my 77yr old Mum to disassemble the table herself, she couldn't. A few hours passed & low & behold the new table arrived, wrong colour & damaged. Over the months my Mum has made innumerable phone calls & the store manager (Gillingham Branch) has never returned her calls, so she wasn't surprised today to be told he was conveniently on holiday. Final straw, I contacted their head office & requested a full refund, but this won't be given until the table is returned. They have had my Mums money since January £1000 isn't a small sum. Also my Dad has advanced vascular dementia & has to eat at a table, but catch 22 situation is she needs the refund to buy a new table, but Furniture Village couldn't give a stuff. I'd advise everybody to give them a very wide berth!

Last year I ordered an expensive grade 1 Italian leather covered arm chair. It took months to be delivered. They dumped it in my lounge and I had to unpack it myself. When I did I saw 2 leather coloured gunk filled holes and lots of scratches all over the leather. I called immediately and complained. When someone came around to inspect it they accused me of being too fussy. They said they weren't going to do anything about it as there was nothing wrong with it and it would pass their QA inspection. So I was left with it without any help what-so-ever. I finally called them back a few days later after talking with family and thinking about what I could do. I told them I was going to involve Watchdog. The manager of the store was knocking at my door the following day. He came in to inspect it and basically was very arrogant and confrontational with me. But finally said he would give me a full refund as I was too awkward a customer. I will never buy anything from them again.

Bought a corner sofa from The Furniture Village in 2015.
Only had the couch a few weeks and one of the springs went. We took the cover off to find that the springs were connected with a small *** PLASTIC *** Connector. It was this which broke. We could not believe that this most important part of the sofas structure was fastened with just plastic and a few staples.

Really disappointed and it was a £2,000 sofa and we are afraid that even if they fix it, it will just happen again.
---------------------------------------
Update:
Still not very happy, Furniture Village are slow at getting back to me not returning my calls nor doing as agreed on the phone. Still awaiting for a satisfactory conclusion to the issue of these plastic connectors being replaced for metal ones.