Furniture Village Reviews

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

1.3 Rating 1,063 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

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“This is the store I prefer to buy my oak furniture from and will continue to use.”

Helpful Report

Posted 7 years ago

“Bought an extra large and large regent street sofa. It broke within 12 months. They sent out a man who put screws into the feet. Suprise suprise the foot fully collapsed. So we're here with a broken sofa unable to use it and furniture village are saying they have the right to repair it. NO I had the right to buy an expensive sofa which would not break within 12 months. I am disgusted with the furniture village aftercare and would never recommend anyone to use them. I will take this further. It's fabric is also all coming undone. Appalling.”

Helpful Report

Posted 7 years ago

“We purchased a 3 seater & 2 seater reclining sofas from furniture village for circa £3500. They were delivered 23rd December 2016. Within a few days we could feel the timber within the arm rests. We contacted furniture village who sent a " technician" out. He confirmed you could feel the timber. Furniture village not interested !! About a month ago the electric recliner started making a noise & not working. We got passed from pillar to post between the shop , hq, the extended warranty company. Eventually they sent someone out who inspected & said the motor had burned out. He advised a part would be sent out & we would have to ring to get him to repair the sofa. Three weeks later still nothing. FURNITURE VILLAGE AFTER SALES SERVICE IS NOTHING SHORT OF APPALLING. WE WILL NEVER EVER PURCHASE ANYTHING FROM THEM AGAIN & WOULD NOT RECOMMEND THEM. !!”

Helpful Report

Posted 8 years ago

“What went right!!!! In store sales team fine. But Customer service non existent, rubbish fobbed off never called back. Sofa is so uncomfortable, cushions fall off after sitting on it for less than 20mins. Cushions slope to one side and give you back ache and cramp. Stitching is wonky. Cushions out of shape visually after just sitting on it for less than 4 weeks. Appalling. Thanks Furniture Village for the shocking sofa and for us now sitting on the floor instead of the sofa we are paying for. What are you going do about this??????? Oh don't tell me, i am going to have to wait 5 to 10 days again for a reply. Then still no reply!!!!”

Helpful Report

Posted 8 years ago

“Shaun and Andrew delivered a sofa for my daughter today and they couldn't get it through the door . They offered.lots of alternatives and were on the verge of having to take it back to the warehouse but they kept trying and eventually managed . They went above and beyond their duty to get it in and we are very grateful to them . Thank you both very much you are a credit to your company”

Helpful Report

Posted 8 years ago

“I cannot advise strongly enough that you stay away from Furniture Village. Whilst there in store staff are very friendly, knowledgeable and helpful, every other aspect of this firm has been a nightmare. I would have to write and essay to explain all the problems we've encountered so I shall try to summarise. Our sofa was delivered 3 weeks late. When it did finally arrive it was damaged. I have been calling and emailing Furniture Village for over 2 months to try to get it repaired but I never get a response to emails and the phone line is always busy. The only response I have received is via social media. On this they promise to call me and send out a letter of when to expect a repair. I have received no phone calls and no letter. We have also discovered that the sofa has not been treated with ScotchGaurd which is something we paid extra for. Things have gotten to the point where I am now seeking a full refund from Furniture Village. After finally getting through to the aftercare team they have told me I have to go back to the store. When I did that I was told that I would have to speak to the Manager but that I couldn't because he is on holiday. Do yourself a favour and buy your furniture from somewhere else.”

Helpful Report

Posted 8 years ago

“Appalling customer service - they made a mistake on my order twice, they sent me someone else's personal information, the delivery team don't answer the phone (I called 15 times within one afternoon and couldn't get through) and the customer complaints team do not reply to their emails. Even Peter Harrison (CEO) does not care about his customers, as he has not responded to my complaint. Avoid buying anything from them, for your own sanity!”

Helpful Report

Posted 8 years ago

“Avoid this company like the plague, their sales people are liars and are trained experts in deception. I won't go into details because the sorry story is too long and complicated, but if you really must buy from this store, do your own research beforehand and do not believe a word the sales people tell you. All they want is your money and once they have it, they don't give a damn about you.”

Helpful Report

Posted 8 years ago

“Ordered a coffee table in early March and paid in full. Had a phone call at end of April to say supplier had ceased trading. We were offered the display model and invited to visit the store to view it. Phoned the store to confirm that the display model was still available before traveling 30 miles. When we arrived we were pushed from pillar to post. First we were told that another customer was buying it then we were told that it was available at just £50 discount. On viewing we found the glass top was chipped. We asked for a greater discount and was kept waiting for about an hour before we were told we could only have a £75 discount. We politely declined and asked for a refund only to be told that the refund could not be done until the next day. The following day I phoned and was told our refund had been made. On receipt of my bank statement it is clear that two weeks later the money had still not been refunded. It took another two phone calls to be told the money had just been refunded today with no compensation. This is a shoddy way to run a business. I shall now have to contact my bank to ensure the refund really has been made. I don't intend to use this company again.”

Helpful Report

Posted 8 years ago

“DISGRACEFUL SERVICE, NO AFTER CARE, NO CUSTOMER SERVICE, NEVER AGAIN!! '”

Helpful Report

Posted 8 years ago

“I purchased a bed from the Bristol store on 6th June 2016 (Babylon bed frame). Unfortunately, on receipt of the item the headboard was faulty and following a lengthly process of phone calls, emails and a visit from a technician it was deemed that a replacement was the most appropriate way forward. Despite being informed by the “Aftercare” Team representatives on several occasions that updates would be provided in a timely manner so as to ascertain: 1) the opinion of the technician based on photographic representation of the workmanship 2) a date when a technician would ultimately view the item in situ 3) the outcome of the technicians visit 4) the timeframe expected for a replacement to be furnished, no call was forthcoming and therefore left me no other alternative than to follow-up the complaint myself. The replacement was eventually delivered on 14th March 2017, albeit 9 months after the initial purchase, a timeframe which I find wholly unacceptable even when taking into account the lead time of the relevant supplier. Obviously, this has left me without a bed which is fit for purpose, and indeed usable, for an extended period. At no point during this intervening period was any update provided, which if due to a supplier supply and demand issue, or indeed any alternative explanation, should have been conducted as a matter of courtesy given the contract is ultimately with yourselves. Sadly, the “Aftercare” service I have experienced has been the extreme opposite of proactive and efficient, and most definitely has not been customer orientated. Following the arrival of the replacement, I noted the totally inadequate, inferior quality of the item and again contacted the “Aftercare” Team. Again, I sent the appropriate photographic evidence and was advised that someone would contact me to advise the most appropriate next steps given that I was now rejecting the item. Not surprisingly, I was forced to make contact yet again as no follow-up call was forthcoming. During this phone call, initially the photos could not be located and it was only when I advised that I had also forwarded the requisite photos to my own email address that they appeared. I was then informed I would need to wait for yet another technician visit, which I kindly declined and made it clear that I now felt the process was becoming a delaying tactic in an already unprofessional, inadequate, drawn out debacle. Again, I was advised to wait for a phone call to inform me that authorisation to collect the item had been granted. I need not explain the outcome of this wait as I am sure you can now clearly see a pattern developing. Despite authorisation being granted, your “Aftercare” Team again decided that informing the customer wasn’t a priority and I was left feeling that I wasn’t even an afterthought for the “Aftercare” Team. Now at the mercy of the “Aftercare” Team for a further period, again I waited for any form of response or update. Ultimately, I contacted the warehouse myself to arrange a collection date, so not only had I paid for the pleasure of a bed that wasn’t fit for purpose, I had made numerous calls to chase up the replacement item and arranged it's collection - obviously not in a days work for the “Aftercare” Team. Whilst courteous during each and every phone call, I can only describe my experience with the “Aftercare” Team as shambolic and seriously lacking, and not what I would have expected from a company such as Furniture Village. As a customer, I would expect the same level of service throughout the relationship and not a take the money and run approach. I have been left severely inconvenienced by this purchase and am now back to the drawing board in having to order a bed from another supplier. Following the incident I contacted the store manager who advised that no offer of recompense could be made as the item had been refunded. Clearly the inconvenience and mounting call costs on my behalf was extremely low on the priorities of a book balancing exercise.”

Helpful Report

Posted 8 years ago

“First delivery lorry broke down, second delivery I specifically asked after 1pm as was at work and was told that wouldn't be a problem... clearly it was!! As they wanted to come at 11am. What is the point arranging a time if you're only going deliver it when you want anyway!!! Let's hope 3rd time lucky but I really doubt that sadly.”

Helpful Report

Posted 8 years ago

“I bought a 3 piece suite from furniture Village with a 5 year guarantee, Paid £3048.00 Paid extra as I wanted the best quality leather that they had, as I wanted it to last. The Suite was delivered in March 2015. Found the a part of the 3 seater recliner started to crack, sent photos of the fault and was told that they would not repair it and offered £1856.00 to take it back, or pay me £200.00 for a partial refund is given in full settlement of the outstanding remaining 5 year product guarantee. Why offer a guarantee then not honour it . to me that is a con. I am still paying for the Suite on a 3 year interest free credit , What do you think of this practice the cracks are due to plastic joint not fit for purpose. The Letter I got was from Jenna Duquemin the After Care Team . Surely a top of the rang leather suite should last more than 2 years and why can't an upholster repair it. so it cost me 1192.00 to sit on the seats for 2 years £11.46 a week do you think this is right. They made the suite but will not repair it so they are writing it off after 2 years. This is what they advertise now. Every sofa, every bed, and all dining and bedroom furniture comes with our free 10 year guarantee. The guarantee covers all structural elements of our furniture including frames, springs and webbing, timber, veneers, structural stability and joints, bed frames and springs. Furniture Village Reply from Furniture Village Published 09 April 2017 Good Morning Paul Abbott, I am sorry to hear you are disappointed with the part refund offered, based on the time of delivery to when the fault was first reported. I am unable to locate your order number through this feedback. If you would like this to be reviewed further please contact us on: https://www.furniturevillage.co.uk/…/contac…/contact-us.html. Please accept my sincere apologies for the disappointment caused. Best wishes Julia. My Furniture Village order No is 353546110. So if I take your offer and the next suite has a fault again in 2 years, are you going to write that off as well ? What is covered? Been in contact with Trading Standards, they have told me about the sales of goods act 1979, told me the goods are not of a satisfactory quality, Will be informing the finance company Hitachi which was taken out on the interest free with furniture Village.”

Helpful Report

Posted 8 years ago

“Late delivery by 10 weeks (missed promised Christmas date). Paid for 'professional' installation who managed to put two deep gouges in my wooden floor, left the sofas with four support feet missing causing it topple over backwards when I sat on it! Called store and spoke to the manager who shouted at me, because I was apparently being unreasonable to expect to be able to SIT on a sofa that I'd paid nearly £6000 pounds for!! I paid for extended warranty, and when I noticed that one of the chairs had stopped reclining not ,stainless waiting for a repair. Hopeless product, pathetic customer service 😡😡😡😡😡”

Helpful Report

Posted 8 years ago

“Purchased a sofa in October, it was delivered in dec and completely the wrong colour feet to which we ordered. We reported this immediately and was promised they would call us back. We waited 3 WEEKS & nobody called. We called them again numerous times over the next 2 weeks and eventually they advised us they would order more feet in and exchange these. We then waited 7 WEEKS!!!! And we contacted them 5 times but no response or any feedback as to where these feet were! We finally complained to their head office who arranged for our sofa to be collected and they would refund us as they no longer have these feet!!! Our sofa has now been collected but despite numerous phone calls and emails to the company NOBODY has replied to advise us how to get our money back! So we are now in April, 6 MONTHS from ordering what we thought was our perfect sofa, we now have NO sofa and NO money to purchase another! I can't even begin to put into words the incompetent, disgraceful service we have received from this company, particularly the IPSWICH branch. I wish I had never set foot in furniture village and unfortunately it's not over yet!!!”

Helpful Report

Posted 8 years ago

“Good salesman but unfortunately was let down with a faulty £4,400 order and very poor aftercare team, who's communication with us was non existent. Big let down”

Helpful Report

Posted 8 years ago

“The salesman was very helpful but not pushy, and when we rang with a query about our order, he rang us straight back. We ordered a G Plan 3 piece, suite and a dining suite in the sale and the furniture arrived when expected. We had our last G Plan 3 piece suite 11 years ago from them, and are equally pleased with our new one, we hope it wears as well. (The last one was sold on at a charity store, still had life in it) The delivery men were very efficient, assembled the table and checked all was okay, instructed us how to use the expanding mechanism, and how to care for it. Our experience with them was good.”

Helpful Report

Posted 8 years ago

“AVOID THIS COMPANY. I tested a sofa in the Orpington branch furniture village and ordered it. The new sofa arrived January 2017. On Day 2, I contacted Furniture village to express my concern about how the back part of the seat dips, meaning that their front of my legs were higher up the air than my bottom. Also that the recliner section raises up higher than your bottom which then creates cramps in your feet. This has happened on both the left and the right side of the sofa. There is also a gap appearing between the two large cushions, meaning the TV remote control can disappear! since the middle of January to mid March, I have exchanged around 20 emails with them. they keep refusing to refund my money and take away the sofa. they tried to hide behind the manufacturer G plan until I pointed out that it's their responsibility as the retailer to make this good. They are now hiding behind the position of wanting to send round an "independent" expert to view the sofa. I haven't accepted their "independent" expert visit because they cannot be independent if they are being paid for by furniture village. I have asked for my complaint to be escalated to the chief executive and I have even included him in the email responses and never had a reply from him. I have sent them photographs of the sofa to show them the problems with the furniture . they state that they cannot see any problem even though I have shown the pictures to my friends who are appalled at the state of "new" furniture . I want furniture village to take the away and to give me a full refund as the sofa is not fit for purpose and the fact is causing my back pain. Furthermore I am not able to order a new sofa until they take this one away”

Helpful Report

Posted 8 years ago

“Abysmal product aftercare of shoddy sofa”

Helpful Report

Posted 8 years ago

“Cash purchase 2 x leather recliner sofas beginning of 2016. Now on third replacement since straight away declined and independently inspected and confirmed as poor quality and refused. i.e. bases not straight, backing out by inches, poor quality leather off wrinkled cow. Been waiting for over a year now and anticipated resolution as demanded full pdi (again) before delivery is going to be beginning of Feb 2017. Think company should be updating customers more. One letter per rubbish delivery not really customer care? But its the manufacturers letting Furniture Village down, not store or lovely delivery drivers, by clearly not quality checking before shipping to the UK? Wont ever pay cash up front again. MY first sofa was from Argos in the 80's and lasted 14 years. This poor quality rubbish wont. Very angry - but anger with the products. I reselected from the sherriden as different manu but that was crap too. Is it too much to expect quality when you spend £3,999.00. Perhaps I should have gone back to Argos??? Apologies if this first every review is too strong. Never had to complain before on the computer.”

Helpful Report

Posted 8 years ago

Furniture Village is rated 1.3 based on 1,063 reviews