Name: Furniture Village
Address: 258 Bath RoadSlough, Berkshire
Rating: 1.30

“I placed an order on Monday the 24th October and the sales consultant was Joseph Bailes. I went into the store today to find out if the furniture was pickup by their distribution team and to my horror, half of the furniture was wrapped and the cushions just left on the floor behind the sofa. I couldn’t believe my eyes and took pictures to raise with the management team. I asked staff and the reason was the lamest reason for throwing all the cushions on the floor. I will be leaving a google review as well with pictures on the cushions left scattered around. Utterly disgraceful and not the way to treat orders and I am sure they won’t take responsibility if the furniture is delivered with marks or even damaged.Please reconsider your options with other vendors…I was at the Oak Furniture Land store and the treatment was so classy compared to Furniture Village. I spoke to Damian (Sales Manager) who really doesn’t give a toss about the issues raised. The manager blamed the issues on Covid and staff shortages although it’s been 5 days and cushions are still left on the floor unwrapped. These people don’t care about your products and only after the sales. I asked for the order to be cancelled and money refunded, I want to spend my money where I will be respected and my items treated with care and dignity. Don’t Spend your hard earned money in this shop unless you want your stuff treated like dirt and trash. UPDATE: I called the store today and spoke to the General Manager and I am pleased to say that he is worst than his actual staff. The manager said the company did actually do me a favour for agreeing to deliver my goods. I was charged a delivery fee of £79 so it was not a free service, but the level of arrogance and pompous shown by the staff was enough validation.”

Furniture Village 1 star review on 1st November 2022

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Posted 2 years ago

“Terrible aftercare service did not honour 20 year warranty on a 2 year old mattress £600 in the bin sent a so called independent repair person complete waste of time it was a joke obviously sides with furniture village although told me not to give up. Talk about mixed messages”

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Posted 2 years ago

“Bought a Cozee leather sofa, armchair and storage stool. I’ve had it 8 months and the leather has started to peel on the sofa. FV said it can be caused by the oils in my dogs fur and skin, they offer no evidence for this, it’s what they’ve decided is the problem. Sofa is advertised at 100% leather but real leather doesn’t peel. I would ignore most of the positive reviews they get as you will find that they are for the shop and delivery staff. Almost all the negative reviews are for the after care service which is shocking. Avoid FV at all costs”

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Posted 2 years ago

“Steer Clear of Furniture Village and look a little deeper into the positive reviews... Beware of positive reviews as you are sent the link to review your experience as soon as you leave the shop, which is after having been seduced by a number of hot cookies, coffee and a sales assistant with the gift of the gab! Hence, you'll notice most reviews start with: "x staff member of x store was brilliant...". This is all before you've received any goods or realised how much money you have been talked into spending at Furniture Village! I very clearly explained to the Croydon branch sales assistant (Shante) that I was looking for a £2k mattress which must be soft to the extent that I sink into it, otherwise I'd end up with chronic back ache. Shante led me to a Vi-Spring Countess mattress which I said immediately was way out of my price league at £4500 just for the mattress. I was advised to lay on it anyway as this would give her an idea of exactly what type of mattress Iwas looking for. Next thing, the £4500 mattress is being laid on the floor by Shante and her colleague so that I could gauge just how soft this particular mattress would feel on a hard surface, e.g., my current wooden slated mattress; then in quick succession appeared six hot cookies and coffees. I was then told that if I really wanted a soft mattress, I should think about a soft divan base to go with my mattress. Needless to say, I ended up signing up to the countess Divan set at just shy of £8,000 and sadly, some 10 weeks after having taken delivery of the divan set, I've been left in agony with a seized-up base of spine and very sore hips from what is in actual fact a rock-solid bed. I did go for the soft base option, which felt soft in the shop, and indeed the mattress appears soft when you sit on the side; but the pillow top surface is absolutely rock solid; so, as soon as you lay out flat and your body weight is evenly distributed, the mattress simply doesn't budge. Shante won't care about my back issues though as she'll already have spent her commission on the £8k sale and will have moved onto her next victims - this being despite me telling her at the outset that I only wanted a £2k very soft mattress that I could sink into, otherwise I'd end up with severe back ache! As for the £3500 base, the headboard is loose (as fitted by the delivery guys) and when you try to tighten the screws attaching it to the base, they simply spin as though the threads are stripped. I've contacted the store and was passed onto Customer Service, who simple asked if I'd received the divan set I'd ordered; when I said, yes it says soft on the mattress but it's actually rock hard, the Customer Service agent simply said, "you've got the divan set you ordered so there is nothing I can do - I'll refer you back to the Croydon store manager". Naturally, no joy from the Croydon manager! You've been warned...!!!”

Helpful Report

Posted 2 years ago

“Steer Clear of Furniture Village and look a little deeper into the positive reviews... Beware of positive reviews as you are sent the link to review your experience as soon as you leave the shop, which is after having been seduced by a number of hot cookies, coffee and a sales assistant with the gift of the gab! Hence, you'll notice most reviews start with: "x staff member of x store was brilliant...". This is all before you've received any goods or realised how much money you have been talked into spending at Furniture Village! I very clearly explained to the Croydon branch sales assistant (Shante) that I was looking for a £2k mattress which must be soft to the extent that I sink into it, otherwise I'd end up with chronic back ache. Shante led me to a Vi-Spring Countess mattress which I said immediately was way out of my price league at £4500 just for the mattress. I was advised to lay on it anyway as this would give her an idea of exactly what type of mattress Iwas looking for. Next thing, the £4500 mattress is being laid on the floor by Shante and her colleague so that I could gauge just how soft this particular mattress would feel on a hard surface, e.g., my current wooden slated mattress; then in quick succession appeared six hot cookies and coffees. I was then told that if I really wanted a soft mattress, I should think about a soft divan base to go with my mattress. Needless to say, I ended up signing up to the countess Divan set at just shy of £8,000 and sadly, some 10 weeks after having taken delivery of the divan set, I've been left in agony with a seized-up base of spine and very sore hips from what is in actual fact a rock-solid bed. I did go for the soft base option, which felt soft in the shop, and indeed the mattress appears soft when you sit on the side; but the pillow top surface is absolutely rock solid; so, as soon as you lay out flat and your body weight is evenly distributed, the mattress simply doesn't budge. Shante won't care about my back issues though as she'll already have spent her commission on the £8k sale and will have moved onto her next victims - this being despite me telling her at the outset that I only wanted a £2k very soft mattress that I could sink into, otherwise I'd end up with severe back ache! As for the £3500 base, the headboard is loose (as fitted by the delivery guys) and when you try to tighten the screws attaching it to the base, they simply spin as though the threads are stripped. I've contacted the store and was passed onto Customer Service, who simple asked if I'd received the divan set I'd ordered; when I said, yes it says soft on the mattress but it's actually rock hard, the Customer Service agent simply said, "you've got the divan set you ordered so there is nothing I can do - I'll refer you back to the Croydon store manager". Naturally, no joy from the Croydon manager! You've been warned...!!!”

Helpful Report

Posted 2 years ago

“AVOID - Faulty products and horrendous customer services The product was faulty and it has been over six months and we still don’t know when the problem can be resolved. We bought a £4000+ bed with Tempur mattress from furniture village. The delivery took ages with missing parts for the bed (and broken panels in one bed side table) but these were the least of our problems. The supporting frame for the mattress does not sit horizontally on the bed frame, with an over 1 inch gap at the foot end, so it is rocking on the metal bar underneath. When you sit on the bed it naturally makes a lot of noise, and when you lie down the two of you would roll to the middle. The headside is lower than the foot side. They sent a home serve repair technician after weeks of delays but he could not fix it and asked furniture village to order a new support frame. After several weeks of further waiting, it finally arrived but the same problem persisted. The furniture Villiage guy installed it said he could not fix it and we had to get a replacement or refund. However, furniture Villiage insisted on sending yet another home serve technician to CONFIRM the problem before refunding us, and this is likely to prolong the process for weeks again. It has been well over 6 months and we still have a faulty bed that is giving us backaches. The sales people are great and the customer services people are friendly when you do manage to get through to them (and it is always a struggle to get through to them), but the company is not interested in helping customers and they would put you through hell if you experience any problem. We might have to seek legal action against the company if it is not resolved soon . In fact given the number of people experiencing similar problems as shown on this review site, perhaps we should all get together and take collective action to sue the company for damages. They offered faulty products that are faulty and clearly not fit for purpose. We just bought a house and quite like some other furniture in the store but will not be buying anything from the company again.”

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Posted 2 years ago

“After 8 months of waiting finally, received our dining table and chairs. The whole experience with furniture village was so bad from day one , we will never use them again and I have warned everyone I know not to use them . Staff were rude and unhelpful especially at the Crawley branch from the manager down. Positives the lady I spoke to at Southampton was very helpful and got our chairs delivered promptly ( there was a month between deliveries of table and chairs) Also the delivery company Celtheath Ltd very professional.”

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Posted 2 years ago

“Absolute rubbish bought £3500 suite from them just few months ago it has a warped recliner they sent a repair op he told us Mechanism needed replacement we get e mail from them stating its not covered under warranty ther is a surprise so go somewhere cheaper as it will be just as good if not better with them it is not getting what you pay for so avoid at all costs”

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Posted 2 years ago

“Trustpilot Thanks! Your review counts. You reviewed Furniture Village - Friern Barnet Add photo PAWEL 5 reviews GB Rated 1 out of 5 stars I had really bad… Hi everyone I had really bad experience with furniture village . It started in September 2021 when I purchased my lovely bed really expensive almost £5000 . I was waiting for 2 months until they delivered to me as there was a delay. When I recived the bed after a short time I realised that the material in one place is moving and ruble so I called customer service I couldn't get in touch with them as they all lines are always busy so I wrote an email also no answer . So tryed again and again it took them 3 weeks to unsver my phone so I explained everything they booked an appointment from furniture village engineer to assess the bed I have been waiting for 2 months until he arrived. They customer service is really slow . As I said about the engineer he said that is a manufacturer fault so we need to replace this part and they will contact with me to arrange the delivery. So have been waiting for another 4 weeks until I recived a message saying unfortunately the manufacturer said is a wearing and tear issue is not up to them . So I went to guardsman the bed frame insurance this is a completely scam you paying for insurance wchich is not covering you with anything wais of money and time.Now after £4000 spend on the bed wchich is supposed to be last for 10 years minimum they left me with sorry .”

Furniture Village 1 star review on 20th October 2022

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Posted 2 years ago

“Ariana 3 Seater Fabric Classic Back Sofa! ABSOLUTELY AWFUL. Seat cushions have sunk and the material is creasing after just 3 weeks use!! They sent out an 'independent' assessor to check if there is a manufacturing fault. He walked in and started by telling me what a wonderful sofa it is, how fantastic the material is and how he was considering buying one himself, does that sound like an independent assessor!?!?! He went through the motions and told me that he couldn't find a fault and I disagreed with him, at the point it was just 15 days old and looked years old. He said that I needed to plump and dress the cushions, the customer service person also told me to do the same, the salesman at the store reassured me that I wouldn't need to plump the cushions, it actually says they don't need plumping in their literature!! But it's not faulty!!!! Absolute rubbish. I have rejected their findings and am waiting for them to get back to me and judging by the comments I could wait until hell freezes over. Please head my advice from experience and DO NOT BUY FROM THEM!! BUYER BEWARE!”

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Posted 2 years ago

“DESPICABLE CUSTOMER SERIVCE!!! we ordered a dining table and chairs online, which clearly states delivery before CHRISTMAS. We paid in full to receive an email stating delivery is 13-15weeks - taking us well into the New Year- no apology or communication. I spoke to Aaron based in the Thorrock online sales teams to be told quite rudely "the website isn't live and is updated daily- in the morning!" the website was not updates by 2pm the following day. Aaron refused to escalate my complaint and when another member of staff rang me on the 17th their attitude was very much tough luck,we have your money if you want it back it takes 3-5 working days, again my request to be transferred to a Manager or the Accounts team was ignored. Despicable company with appalling customer service. BEWARE AS THEY ARE HAPPY TO TAKE YOUR MONEY THEN SIT ON IT GATHERING INTEREST WHILST YOU WAIT FOR AN ORDER WHICH THEY INITIALLY GUARENTEE DELIVERY!!!”

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Posted 2 years ago

“Jessie chandler 134 Douglas Road Handsworth B21 9HQ order number 259285701 order date 19th August 2020 have already sent photoes and video, I did not agree with the inspectors outcome its clear to see how poor the mattress is the bed base and headboard are good and we are very happy with the overall bed just not the mattress. Hopefully here from you soon..yours Jessie chandler”

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Posted 2 years ago

“I would say my experience is exactly the same as the reviews viewed on this site ,terrible service no responsibility taken for junk furniture. My sofa showed signs of sagging leather three weeks after delivery . After one year of complaint, photos , phone calls ,and emails I have been told it’s normal wear and tear . I don’t know how they manage to keep the shop going there are so many complaints .I feel like standing outside with a placard warning customers but I can’t be bothered so this review will have to do .”

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Posted 2 years ago

“The Staff are the company’s main problem. I made an order 6 months ago and was informed it will take 12 weeks……after numerous calls E-mails and visits to Lakeside just received the goods today ( 6 months later). Their Lakeside General Managers office staff all need to be shown the exit door. I was lucky to have called a central office team in the end where John Cheshire helped resolve my issue. Can’t believe they placed my order with one supplier then spent 3 months chasing a different supplier. Swearing blind to me that it’s my fault that I was failing to set a delivery date when no one contacted me. I will never shop at this store ever again. Save your time go shop elsewhere.”

Helpful Report

Posted 2 years ago

“We ordered Gplan furniture from FURNITURE VILLAGE THURROCK LAKESIDE. Given a date for delivery, so we then contacted the Heart Foundation to donate our old Gplan furniture which was in very good condition, to collect it on the day before. On the day of delivery we got a phone call from the driver to say they had no furniture on board for us. Contacted FV and they said that our furniture could not be found. Two weeks later they informed us they could deliver our chair, what turns up, our sofa which was damaged. In the end our suite had to be reordered & was promised before Christmas. End of November my Wife & her friend happened to be at Lakeside so they called in FV to see how things were progressing & the manager informed them that the delivery would be after Christmas. He denied he promised delivery before & my Wife was called a liar & was sworn at. When the delivery was made in the January the sofa again was damaged. So in the end we asked for our money back which we had paid in full just before the first delivery, 5 months before. We Contacted the Ombudsman to complain, in the end it was agreed to pay us a miserly £300 for all the trouble & a lot of stress they caused us. So we visited FV once again & they refused to pay us any compensation. So this is why we are writing about this, it's not in our nature to complain but we had to in this instance. This is only part of the story, if we completed it in full it would take 3 A4 pages long. If we told you how many times we went forwards & backwards to the store to try to sort this nightmare out you would be astounded. We must have spent 3 to 4 hundred pounds in petrol. This is just a warning to everyone out there if something happens to go wrong at THURROCK LAKESIDE you may encounter the treatment we got, so be very careful. If you want competitive prices & excellent friendly service go to The QUADRANT at CHELMSFORD.”

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Posted 2 years ago

“Yes they get the sale then they don't care.”

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Posted 2 years ago

“Customer 'aftercare'!? They don't care. I've had ridiculous conversations with staff who have absolutely no idea how to deal with unsatisfied customers and try to blame the problem on anyone but furniture village. On asking for management to call me back ASAP, over 3 days and no contact. Do not take customers hard earned money if you cannot provide a satisfactory service. Totally unacceptable business practice, you should be ashamed.”

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Posted 2 years ago

“NEVER EVER BUY FROM THIS SHOP... Ordered Wardrobes in February 2022, they arrived in April with incorrect doors.... Then.... the after care was absolutely disgraceful. They keep you on hold for over 45min, they blame pass the blame from one department to another, then blame the suppliers. After months of trying to get the doors I paid for the arrived in October 6 f*cking months later. And, that's only because one kind member of staff felt sorry for me and to her I am truly thankful. #Shocking.”

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Posted 2 years ago

“Poor Quality leather - Its not 100% leather as described, its boned leather and will be ready for the bin in just 3-4 years when there is only 2 household members who use it for 5 hours per day. After paying £4000 for this sofa i am embarrassed to let anyone in the Lounge let alone disgusted at the quality.”

Furniture Village 1 star review on 6th October 2022

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Posted 2 years ago

“Bought a 3 seater and 2 seater sofa Delivered in March but 3 seater faulty offered a repair which took 5 months to do the the repair failed so now sending a replacement allegedly end November Customer service terrible won't pay any compensation until replacement has been delivered Even emailed CEO who did nothing but pass it to someone else who doesn't care about sorting the problems or pay compensation WILL NEVER BUY FROM TJEM AGAIN!!!!”

Helpful Report

Posted 2 years ago

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