Furniture Village Reviews

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

1.3 Rating 1,089 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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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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195

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I've had so many problems with this company I don't even know where to begin. I placed my order in June 2021 at the Lakeside store and was told it would be a 2 month wait for the dining table, dining chairs and coffee table and a 3 month wait for the sofa and arm chair. After 2 months I called the store for an update and discovered that they had ordered the wrong dining table. They amended the order and I was told I would have to wait a further 2 months for the correct table to become available. Another 2 months pass and I'm told my dining chairs have been discontinued so we had to go back to the store to pick new ones. In October we finally received our sofa, arm chair and coffee table. The sofa was broken and they delivered the wrong coffee table. When we finally got through to customer care we said we would like a new sofa ordered as we spent 2 grand on it and don't want to risk it breaking again if they fix it. We were told an engineer had to assess it before they could order us a new one even though we had sent over pictures of the damage. 2 months later an engineer finally arrived, he stated he'd come to fix it despite me telling Furniture Village I want a new sofa. It turns out the sofa is too badly damaged to repair anyway, he said I should hear from Furniture Village within a week. Weeks pass with no word, after hours spent on hold we got through to customer care who kept trying to convince us to let them repair the sofa despite the repairman saying it can't be fixed. They finally agree to order us a new sofa and we're told it will be at least a 3 month wait. End of January 2022 (7 months since we placed the order) and finally the dining table and dining chairs are delivered. What a surprise, one of the dining chairs is broken. The delivery man assured me they will send out a new chair to replace it but I won't hold my breath. Honestly the worst company I have ever come across. The store never answers their phone and customer care try to fob you off saying you should contact the store for updates. We had to visit the store 5 times to sort out these issues in person as they would not answer the phone. We have been offered no compensation and barely an apology. Appalling customer service, AVOID!”

Helpful Report

Posted 3 years ago

“Avoid this company. Not interested in rectifying problems. Bought sofa bed last July and mattress was too narrow and didn’t cover the slats. Very difficult getting response. They have delivered 4 replacements all with the same problem. Their latest answer was “measurements are approximate and mattresses settle and spread with use”. It would have to spread a lot to fit the base properly. They are not interested and use ridiculous excuses. Lesson learnt, will not buy from them again.”

Helpful Report

Posted 3 years ago

“We bought a table in August 2021 . All the negative comments made by other complainants also apply to my experience . Customer Resolution Service is beyond pathetic . Never had such a wall of buck passing and twisting of stories . Will never buy from them again . If I could give a zero star review I would have Ray”

Helpful Report

Posted 3 years ago

“We ordered our corner suite in June finally delivered end of December,but with Brexit and Covid understandable but when it came the fittings that connect the suite were missing, so it keeps separating which is embarrassing when we have visitors, they said they would send out and get someone to fit them, still waiting, then they said the company who made suite said they were on when they left the warehouse, but they had photos the delivery guys took so were sending them off to confirm. But still waiting sick of trying to get through to furniture village getting to no response at all”

Helpful Report

Posted 3 years ago

“I understand the not everyone’s experience is the same but! We ordered furniture online on 15 May 2021 and yes we were informed there would be a lead time of 12 weeks, no problem with. We took delivery on 8th September and TV unit was damaged, the delivery guys took pictures and said they would send them to customer services who would contact us to arrange replacement. No one contact us and this is where the problems started, honestly I’ve spent hours & hours on the phone to them and emails galore, which they say they have no record of. Well one day they do and other days not. Don’t even ask to speak to a manager or supervisor because evidently they don’t speak to customers. Don’t believe a word your told because they will tell you anything to get you off the phone. The worst customer service I have ever experienced and I mean ever. We eventually received a new TV unit on 26 January 2022. The only person who was helpful was Monique who took over my complaint in the last couple of weeks. But to be honest the damage had been done, never would I even consider purchasing anything else from this company.”

Helpful Report

Posted 3 years ago

“Absolutely disgusting customer service. AVOID AT ALL COSTS!! After waiting over 12 weeks for our sofa and armchair (which we had to chase up to be delivered - we weren't even sure if it had been ordered properly), it was delivered broken. We were told we would get a call within 24hours to arrange whether it could be repaired etc. After not hearing anything a week later, we sat on hold for over an hour to be told they needed more photos of the armchair (the delivery driver had taken photos and we had sent in photos ourselves already at this stage.) At this point I asked to speak to a manager who ordered a new armchair, who told us it would be 10 weeks. We didn't hear anything at all, so after waiting 14 weeks, we were told it was in the country but in London, and they couldnt tell us when it would be delivered to our depot. I'm unsure as to why they are clueless on these delivery times. Anyway we were told we would be called within 24 hours, which we were not. So we left it another week (giving them the benefit of the doubt that they might ring) and still hadn't heard. We were told it was still in the depot. After weeks and weeks of this same conversation we ended up asking for a full refund (at this stage the armchair had apparently been in London for about 6 weeks!). We were promised by the senior complaints manager, Carol (who was incredibly abrupt and frankly couldn't care less) that the refund would happen on the day of delivery, which it did not. In fact we had to chase the store for this AGAIN. ABSOLUTELY DISGUSTING CUSTOMER SERVICE - PLEASE DO NOT PURCHASE FROM FURNITURE VILLAGE!! We have just bought a lovely sofa from *OAK FURNITURELAND* and we couldn't have had better customer service, and even better the delivery only took a few weeks. I would recommend shopping with them instead!”

Helpful Report

Posted 3 years ago

“Ordered furniture in September 2021, got one item delivered but am still waiting for the rest (dining table, chairs and mattress) had call from the warehouse in December saying the mattress was due in the following week, not heard anything since. Tried calling the Preston branch, left a message and have called head office and sent an email, no response no one picking up the phone. I have said I want to cancel the order now. Calling Citizens Advice now for advice on how to proceed with the cancellation. Will go into the branch this week also to speak to someone. Not really happy with the service.”

Helpful Report

Posted 3 years ago

“Awful service and nothing but broken promises and lies. ordered a sofa in July 2021 and promised delivery in October which was the put back to definitley in early December in time for Xmas, then after numerous phone calls e- mails from us to them it was promised again 10th january and guess what told by voice mail it was delayed again till 24th Jan and then let down again. Contacted on social media as no one answers to e-mails and don't return calls and was told by a chap called Kenan it was in the warehouse so popped into the store to arrange delivery as no other way to guarantee contact ( 12 mile round trip and time off work) to be told by the store managers that it was not in the warehouse and Kenan was lying. Spoke to general sales staff who openly admitted the staore was a shambles and they we're leaving because of the constant complaints and Lying to customers. Would not recommend and certainly not use again.”

Helpful Report

Posted 3 years ago

“ordered two chairs from tunbridge wells in Oct told not available until Jan. Slightly surpised but agreed to wait. Just been told not arriving until March! These are dining room chairs.”

Helpful Report

Posted 3 years ago

“First what customer service? In store fantadtic You can't reach anyone on the phone The email address is returned underlaverable I am so frustrated just trying to find out about my order. Very frustrated and disappointed almost temped to cancel my order Oh that's impossible as well. Unreachable”

Helpful Report

Posted 3 years ago

“Your so called Customer Service Dept does not provide good service, in fact it is really awful. Having ordered a bed frame & bedside cupboards on 5 June over the phone, because the website was playing up on the day, a replacement frame for a faulty one has still not come after 6 months. Trying to get through to the FV CEO, Mr P Harrison, has been blocked. He really needs to know how awful the service is so he can do something about it. Best to steer clear of FV.”

Helpful Report

Posted 3 years ago

“I Bought a Sofa from Furniture village, paid over 2k. Absolutely terrible quality, sinks in so badly when sat on, so uncomfortable. Really disappointed. Will try to stuff it with some hard filling.”

Helpful Report

Posted 3 years ago

“Bought 2 Hypnos mattresses and bases in 2017. Spent £2100 and 4 years later the small double mattress has a major defect in the middle which, after sending out someone to check it, they said is a manufacturing fault. It has a 10 year guarantee. Our mattress has been discontinued (I wonder why!!) this is where the problem starts. I started the process of trying to get a replacement mattress almost 3 months ago now, spent hours trying to get through on the phone to be told person dealing with it no longer works there or we will ring Hypnos to sort this and never get back to me. They’ve offered money then said that’s incorrect, now we’ve got to the stage where they say they don’t know what the alternative mattress is which they need to supply an equivalent alternative as per the guarantee. They then say we have x amount to spend but no equivalent mattress is of that value now so this is not as per the guarantee. What a flipping disgrace as this should of been sorted ages ago and now my son has had an operation and been sleeping in this defective bed!!! I’ve taken this to resolver so hopefully we can get things sorted but don’t hold out much hope!!!!! Come on furniture village, your reviews for aftercare are shocking!!!!”

Helpful Report

Posted 3 years ago

“Don't trust the 20 year structural guarantee, it is utterly useless. 2 years ago we bought a dining table worth a grant, we thought we stroke an amazing deal as we only payed £600. 2 Years after the table has cracked form the middle. Something you would not expect from a £1000 table, but anyway we thought we we save with the 20 year guarantee. An independent company was sent to make a survey an while making the survey they cracked the table even more just to prove it was manufacturer issue. Here is where the trouble begins, it has taken them over 5 months to reach back to us and serval followup calls(with the 1 hour waiting time).For our surprise they said we are not entitle for a replacement as that only happens on the 1st year. The also said that our dining table has devaluated as when you buy a car(that is an actual quote from them) and we have been left out with three options: 1)In order to get the table fully fixed we have to pay £300 as they say our table is worth 399, and they are selling it for £700 2)Get a £399 voucher for other products with them(not a change) 3) They give us £100 and we keep a ugly broken dining table. We are still in shocked as is nearly impossible to reach them and callsback never happen within the expected time frame. Please avoid buying from them as you worn get any after sales support.”

Helpful Report

Posted 3 years ago

“Adam, Emma, all the anonymous posts and more that are 1 star. I’m applying to put this issue on TV - Rip off Britain and other programmes. It would be great to gather all our information together to get our money back here. We have all been conned and think we could publicly shame Furniture Village and put a stop to it. Reply with another bad review if you’d like to join me. Thanks.”

Helpful Report

Posted 3 years ago

“HORRENDOUS COMPANY TO DEAL WITH !! Like others, I have waited months for a sofa, that has been delivered badly damaged, the delivery team also have damaged my doors and walls. No aftercare whatsoever, they simply do not reply to emails, better chance of getting to speak to the queen on the phone than these jokers. I have no idea how they are getting away with this behaviour, a total disgrace !!!”

Helpful Report

Posted 3 years ago

“Furniture Village owe me £300 for taking 20 weeks to deliver the wrong product. I am so worried as I have come on this website to find that many other people are in the same situation and struggling to get a refund. I will not give up on this, I will keep going until I get my £300. DO NOT USE Furniture Village, they are APPALLING.”

Helpful Report

Posted 3 years ago

“We had a sofa, one arm chair, and a reclining chair delivered on the 22nd December 2021. Put chair in reclining position and it wouldn’t go back up. Went back to the shop we purchased them and advised of the problem. They sent an e-mail and said we would receive a reply in three days. Considering it was Christmas we didn’t have much hope of a reply. However, still not getting a response after Christmas, my husband contacted them and explained what was wrong. Asked to e-mail photos of the problem which we did. After e-mailing the photos three times, still no response. Contacted again and told they hadn’t received anything. The photos were e-mailed again have now been sent five times and still have not heard from them. Tried to call again and call was cut of twice. Like previous reviews we’ve read, seems they are eager to take your money but if you have faulty goods they don’t want to know. Totally discussed with them.”

Helpful Report

Posted 3 years ago

“The customer service is shocking The customer service is shocking! The Northampton store manager is rude and very unhelpful not just to me but also to his online colleague. When taking our order, they didn’t take correct address or contact details which resulted in me having to chase, after giving a large deposit, they stated they couldn’t find my order! But told me if I want to cancel it would be 25% of my order yet I have never received and terms & conditions. No answer from the online contact form, on hold for over an hour only to be cut off. They still have my money and no one is available. Disgusting customer service.”

Helpful Report

Posted 3 years ago

“I ordered a 2 seater and 3 seater sofa in September 2021 after no updates and chasing I took delivery of half as there was an error with their delivery. I have then had to chase constantly to find the missing part of the order which was delivered today. What was delivered was wrong, wrong colour and this was a scatter back I did. Not accept delivery but the delivery guys after putting it all together wanted to leave it attached are the photos of the 2 seater and the one delivered today . Even the delivery guys said this is a different sofa”

Furniture Village 1 star review on 9th January 2022

Helpful Report

Posted 3 years ago

Furniture Village is rated 1.3 based on 1,089 reviews