Furniture Village Reviews

Name: Furniture Village
Address: 258 Bath RoadSlough, Berkshire
Rating: 1.31

1.3 Rating 1,119 Reviews

7 %

of reviewers recommend Furniture Village

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Phone:

0800 804 8879

Email:

online@furniturevillage.co.uk

Location:

258 Bath RoadSlough
Berkshire
SL1 4DX

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"Extremely disappointed with with Furniture Village.\r\nLet me start with Formal Complaint Number 2565396, so Furniture Village can see this is a real case and not just \u201cangry review.\u201d I\u2019m a real customer and this is a real experience with a very real disappointment.\r\n\r\nIf Furniture Village cares more about their Trustpilot score than actually caring about their customers, then maybe this issue will finally get some attention.\r\n\r\nOne thing Furniture Village does very well is selling. The showroom experience is smooth, friendly and professional, honestly 10 out of 10. But once the sale is done, that\u2019s where the good experience ends. After that, it feels like everything becomes your problem.\r\n\r\nWe bought a leather sofa for \u00a31,300 and paid extra for insurance so we would be covered if anything went wrong, just in case. Yet just over a year later, the leather started peeling off at the headrest and armrest on one side of the sofa. That should not be happening on a sofa in this price range.\r\n\r\nSince then, we\u2019ve been sent back and forth between Furniture Village and the insurance provider, each pushing responsibility onto the other. The insurer says it\u2019s poor material quality and tells us to go back to Furniture Village, which actually make sense. Furniture Village sends an assessor from Emmieragroup who was extremely disrespectful and then directs us back to the insurer, claiming the sofa was damaged, which is simply not true.\r\n\r\nAt the end of the day, we just wanted Furniture Village to step in and show some care. It doesn\u2019t matter to us who fixes it. We bought the sofa from them, we bought insurance from them, so naturally we expect them to take responsibility and sort it out. Instead, everything has been pushed back onto us.\r\n\r\nSo is it worth paying a premium price just for a good sales experience and a free cup of coffee? Absolutely not. I would seriously encourage anyone to think twice before buying from these polished showroom sellers, because once you\u2019ve paid, you\u2019re on your own. And you\u2019ll likely be left feeling frustrated, angry and disappointed, just like we are. \r\nWe genuinely expected better from a national retailer of this size and reputation."

Furniture Village 1 star review on 21st February 2026

Ovidijus

Furniture Village 1 star review on 23rd May 2025

Sharon

Furniture Village 1 star review on 19th May 2025

Kelly

Furniture Village 1 star review on 5th December 2024

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196

Anonymous

Anonymous // 01/01/2019

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“I have to say firstly that I don't have anything from Furniture Village. I couldn't get that far!. I used their online Swatch sample ordering system to request 5 samples for a sofa we had seen online. Delivery 3 to 5 days. After a week and no swatches to see and feel, I requested them a second time. Another week and no swatches. Decided to visit the Leicester store to view the sofa and hopefully see the swatches in store. When I showed the member of the sales team the sofa id like to see, I was told they don't have that one in the store......they can't display everything they sell !. Who is going to buy a sofa they can't physically see or feel or sit on in a material they can't see or feel. Not me for sure. Bought a new suite from Designer Suites instead. Missed opportunity Furniture Village 🤷”

Helpful Report

Posted 4 hours ago

“I spent nearly £7,000 with Furniture Village, only to receive a faulty 3-seater sofa. A third-party technician came out, adjusted a center leg (which did not fix the problem), and had me sign without showing me he was marking it "resolved." On top of that, the quality is far below what was shown in the store—the seats have zero firmness and crease immediately after sitting down for just a few minutes. Unacceptable product quality and poor service. Very unhappy with this purchase.”

Helpful Report

Posted 6 days ago

“My new corner sofa arrived today by two lovely men Konrad and Deon they went above and beyond both set up the sofa were very pleasant Can’t fault them”

Helpful Report

Posted 1 week ago

“Myself and my family have always used furniture village to buy our sofas but the quality in recent years is just horrendous. I had a legend sofa for 2 years and by the end of the 2 years it was in such a poor state. I contacted customer service who sent round a technician who told me he has to be alone in the room and then just moved the cushions around, ignored the complaint about the broken frame and then reported it as fine. I then purchase another sofa from furniture village as their sales team assured me the bad quality was a one off, well how foolish I was. This sofa is only 8 months old and looks like it’s been used for 10 years. The fabric on every cushion is sagging and wrinkled, the frame is dipping very heavily in multiple places and the overall quality is shocking. However I think what’s more shocking is their customer service. The first person I spoke to was so unhelpful and rude and when I asked to speak to someone else he put the phone down on me. This is what this company has turned into, awful quality furniture and rude customer service!”

Helpful Report

Posted 1 month ago

“Used to be good. But these days the quality is bad, and the customer service it worse.”

Helpful Report

Posted 1 month ago

“Had our dining table and chairs delivered this morning. Delivery men Joe and Dan were very nice, and polite, set up the table quickly made it all sturdy, showed me how to do it if I needed to know, took all rubbish away, Happy.”

Helpful Report

Posted 1 month ago

“Very Happy & Satisfied! Finally got our new corner sofa from Furniture Village today 🚚💨 Honestly, we fell in love instantly! The colour is beautiful, fabric feels lovely and plush, and it’s so comfortable to relax on. Looks way nicer in real life! From helpful staff to proper delivery – everything went smoothly. We really like it and fully trust Furniture Village for quality furniture. Thank you for such a wonderful product and service! 🙏❤️”

Furniture Village 5 star review on 8th August 2026

Helpful Report

Posted 1 month ago

“I would strongly advise against buying a bed from Furniture Village based on my experience. The bed delivered to my home was of noticeably poorer quality than the one we were shown in the showroom. I purchased a bed on 9 April 2026, which was delivered on 7 May 2026. Within four days of delivery, I reported several defects, including a misaligned ottoman frame, poor stitching and stretching of the headboard fabric, stains on the headboard, inconsistent quality of the bed feet, and a mattress that has still not fully expanded despite following the installation instructions. Since reporting the faults on 11 May, I have contacted Customer Care, visited the Leeds store, emailed the General Manager, and dealt with the Customer Experience team. I have also provided photographs, the requested batch label, and every piece of information they asked for. Despite nearly two months of emails, phone calls and repeated follow-ups, the complaint has still not been resolved. Communication has been poor throughout, and I have repeatedly had to chase for updates myself. It feels like nobody at Furniture Village has taken ownership of resolving this issue. The final straw came yesterday when I was told that the manufacturer was only prepared to replace the headboard. My complaint has never been limited to the headboard; I reported faults with the entire bed from the beginning. After waiting almost two months, this is simply not an acceptable solution. The most disappointing part has been the customer service. My family and I have purchased several items from Furniture Village over the years, but this experience has completely changed my opinion of the company. I am still making monthly payments for a bed that I do not want to keep because of its poor quality. If this is how Furniture Village handles genuine complaints about faulty products, I cannot recommend buying from them.”

Helpful Report

Posted 2 months ago

“Two £4,000 wardrobes delivered faulty: one missing its backboard and unbuildable, the other scratched and misaligned. A week of emails, no resolution, just blame passed to "the supplier". Worse, my £400 deposit paid in store was never credited, so the finance was set up on the full £4,000”

Helpful Report

Posted 2 months ago

“We were meant to get our 2 beds and kitchen table on wed 1st July got call on tues to say vehicle had broken down it will be the next day, they turned up a bed base was missing , at least we had one whole delivered so we had something to sleep on .The drivers said supervisor will call me ,have had to call them myself to arrange delivery of the missing base the next morning Will not be using these again .Spent a lot of money in the Ipswich which excellent customer service pity the after sales weren’t as good”

Helpful Report

Posted 2 months ago

“I have had two problems with my sofas. The first was sorted after 4 months, the second is more urgent but no urgency is forthcoming from Furniture Village other than to follow their drawn out protocol. I will await the outcome. Since there is a legal precedent for how long an item should be expected to last (usually six years for large items) plus whether the item is fit for purpose and/or of satisfactory quality irregardless of any company guarantee, a person can either elect for a repair, replacement or refund (an amount can be deducted from the full price for the time the item has been used). This is everyone’s legal right under the Consumer Rights Act 2015. After contacting the company, if it does not comply then resolution can be sought through small claims court at little cost to the individual. Having used this legal right in the past my experience is that companies do act before any court action. Customers with genuine after sales problems should be treated with understanding and care causing them the least stress. It is a sad indictment of companies if people have to complain to get a good after sales service.”

Helpful Report

Posted 2 months ago

“Brighton Furniture Village. After initial great instore service and a significant mattress and pillow purchase, my wife didn't get on with her pillow (spent 10mins lying on it, that night, within a pillow protector AND a pillow cover) and so we asked for a refund of one of the pillows the following day. At that stage they then informed us it's not their policy to take back pillows and so we could not have our money back. We should have been informed about this instore (we were comprehensively told about the no-refund policy with the mattress so why not the pillows?) - had I known this about the pillows I would not have spent £119 on each pillow. Please be aware if buying pillows, Furniture Village don't tell you this when buying. Very disappointed.”

Helpful Report

Posted 3 months ago

“I wrote this (below) on trust pilot. Furniture village replied the usual ‘contact us so we can help’ blah blah blah. In true Furniture Village fashion I did and they didn’t reply! STEER CLEAR OF THIS COMPANY!! I bought my sofa in October from the Lincoln store after moving into a new house. I bought the Emilia Standard U-Shaped Corner Sofa and was ‘thrown in’ some floor guard slides and fabric care kit. The sofa arrived with a pull in the fabric and it took months to get fixed (they just sent a new cushion cover and it was left on my doorstep in a blue bag). That aside, the sofa is the worse sofa I have ever had!!! If you’re reading this DO NOT spend £1500 on it as it’s awful! I get pins and needles every time I sit on it as the sofa is lower than the stool so you can’t put your legs up. The material initially feels ok but after a while you realise it’s incredibly cheap and it already looks worn. My last sofa I bought elsewhere and it lasted 10yrs and is still going strong in my brothers house (I wish I had never changed). This one is only 6 months old and I am going to give it away as I’d rather sit on the floor. Their service is awful also and it takes ages to get anywhere. Oh and the floorguard glides are a joke. They are just stuck on to the bottom of the stools and fall off the first time you move them!! If you’re reading this, go elsewhere and don’t waste your money like I have! Terrible.”

Helpful Report

Posted 3 months ago

“Excellent service this morning this morning. Coped well in rainy conditions. Had all the wet weather gear so no problem. Re Kalman Jamil and co worker.”

Helpful Report

Posted 3 months ago

“I ordered two bar stools on 4 May, with a maximum delivery/collection time of 14 days. Although my order was marked as ready for collection within the stated timeframe, when I arrived to collect it, only one stool was available because the other could not be located. The team tried to find the missing item but were unsuccessful, so they placed an order for a replacement, which was supposed to be delivered to me on Saturday, four weeks after the original order date. Unfortunately, I received a phone call that morning informing me that the warehouse again could not locate my order. I was told they would need to investigate once more, and that I would most likely have to wait another two weeks, with no guarantee that the bar stool would actually be available. What is most disappointing is the complete lack of apology, compensation, or clear information from the team. No one could provide a definite timeframe for when I would receive my order. It is shameful that such a large company does not treat its customers fairly. My money has been tied up since placing the order, yet I still have no guarantee of receiving what I paid for. This has been a completely disappointing experience, and I would not recommend ordering from this company.”

Helpful Report

Posted 4 months ago

“Furniture Village (FV) – Delayed Order 2091AF421 and Poor Communication The sales representative at the Furniture Village Watford branch advised that delivery would take approximately five weeks, although the written contract stated a timeframe of five to seven weeks. In reality, the order was not completed until nine weeks after purchase. While Furniture Village acted as the retailer and accepted the order, the armchairs themselves were manufactured by a subcontracted company engaged by FV. Communication throughout the process was extremely poor. Once the order exceeded the seven-week timeframe, I attempted repeatedly to contact an appropriate person to discuss the delay. This resulted in several days of unfulfilled promises that someone would return my calls, yet no one did so. Using publicly available information obtained from Companies House, I submitted a formal complaint to David Ayers, Operations Director at Furniture Village in Slough. I did not receive a direct response to my letter. Instead, an email apology from FV was eventually received on the day the items were finally delivered. The FV delivery depot in Dartford arranged three separate delivery bookings, each with a promised delivery window of 7:00am–10:00am, using an automated tracking system to provide progress updates. However, FV later admitted that on two of those occasions the items had not even arrived at the depot and had effectively been “lost” within their system. When delivery finally took place, the delivery team themselves were professional, courteous, and efficient, assembling the furniture promptly and without issue. Furniture Village clearly needs a dedicated and published escalation contact with the authority to resolve issues outside normal day-to-day customer service procedures. The absence of such a contact resulted in considerable time being spent attempting to reach multiple individuals with little or no outcome. In addition, FV should improve staff training in customer service, accountability, and ownership of customer enquiries. As a result of this experience, I now have concerns regarding the reliability and responsiveness of any aftercare services Furniture Village may provide in the future.”

Helpful Report

Posted 4 months ago

“Pretty terrible to be fair. £500 Mattress lasted 6 months until forming a pretty obvious dip. When we tried to claim back on guarantee, they wriggled out of it by saying the warranty was void.”

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Posted 5 months ago

“9 month old new dinning suite coffe table sofa over £15000 spent. Rust on all metal parts sofa.seats sinking recliner doest work propably. Customer care says its are.fault and wont do.any thing about it store dont care. Still fighting Avoid this place like plague only want your money.”

Helpful Report

Posted 5 months ago

“I ordered two Legend three seater sofas. They are only suitable for two people to sit on. This was agreed by a person Furniture Village brought in but they still would not let me return them. They are uncomfortable and not fut for purpose. I am so disappointed. I have tried everything and will now have to buy sofas elsewhere and hopefully sell what I have cheaply. I would never shop at Furniture Village again. .”

Helpful Report

Posted 5 months ago

“We had Kaleb and Ethan deliver our Dining suite and sideboard this morning. Both were so polite and professional. Arrived when expected and worked as a team, tidying all packaging as they went. Could not be happier with their service.”

Helpful Report

Posted 5 months ago

Furniture Village is rated 1.3 based on 1,119 reviews