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

“We purchased a displayed three pieces leather sofa ( two seater, one seater and a stool ) from Furniture Village Friern Barnet Branch on Monday 18th December 2017,with cost of £1050 We checked carefully before we made payment, it was in good condition without any damage, apart from a corner fabric is lose which they promised to staple it back before delivery. We received the sofa after lunch time on Wednesday 20thDecember 2017, which has both sofas with large damage in foot rest area. We talked to delivery men, and ask them to take it back straight after but they wouldn’t, the reason is they are not responsible for collection, and the shop was closed until boxing day. We took pictures and sent them to salesman Andrew who served us in the shop, he replied “it’s clearance sold as seen”. We were very surprised as we were still thinking it was an accident, not been treated intentionally. I called Andrew after I saw his message as I cant believe what was happening. I told him we are completely sure it’s not the one we saw in the shop and having full refund. He said it’s cheap because it’s damaged. He could come to repair only if I write a cheque to a charity which title I couldn’t remembered. I was completely lost, and just asking refund. There were men’s laughing in the background when I requested full refund, then I realized his phone speaker was on. Andrew hang up the phone and called me back minutes later offer us a repair from another company which it’s not relative with Furniture Village who can come two weeks later. Andrew told me we don’t need pay any penny and he could do it but we don’t like to do charity which I felt very uncomfortable. I told him we are always pleased to do charity and help people who need support but not in this way. After consideration we thought we been treated unfairly by Furniture Village in the whole process and decided to go to the shop to ask for full refund. We went to the shop on Thursday 21st December 2017, to spoke managers Bradley and David. Both them knew the situation and they are not interested to looked our pictures for the damage. We been told again this is clearance not refundable and we are responsible to check if there is any damage. We also been told as soon as the sofa arrived our house it becomes a second-hand furniture and they wouldn’t take it back, as this is law of UK. We spoke to the trading standards and they advised us the following: Under section 75 consumer act 2015 the credit card company are equally reliable Short term right to reject Even goods are sold as clearance or sale are subject to be satisfactory and free from faults. I can't believe how a large company can be so dishonest. Even my daughter of 5 years of age notices the different and being like an angle as normal was trying to help her mummy by speaking out the difference she could remember to the managers. But still the managers can be dishonest to a girl 5 years of age. After we left my daughter was very confused, we try to explain she has done nothing wrong and why the world had people like that.”

Helpful Report

Posted 8 years ago

“Miserable experience. Oct 17 I bought a mattress that cost GBP 650. It was delivered after 5 weeks. I was expecting good customer care but never thought it is going to be miserable. The mattress that was delivered is a faulty one, one side of it is not firm. From day one we started experience back pain and was uncomfortable. I thought it was new so we need some time to feel comfortable and also tried changing the positions for 10 days but it never improved. So I gave a call to the after sale team to raise a complaint but the response was not good I had to chase them up to book an appointment for the technician to visit home to examine the mattress. After long struggle the technician visited the home and produced the report; when he came home he never asked us anything when but acknowledged the issue. After few days I received a response from the furniture village with the report saying non-manufacturing fault, they attached the report produced by the technician which was shocking, his justification was below. "Non manufacturing fault. There is a child cot directly to the side edge of the affected area. I believe customer has been sitting on the side edge for long period of time which has put pressure solely on the affected area allowing the springs to have lost all resilience and support ". The technician he himself assumed we are sitting on the long side edge of the mattress. My wife is 30 weeks pregnant, everyone knows it is not possible for a pregnant lady to be sitting at one place for longer period of time. I work full time go to office everyday apart from us no other adults are at home. My little one does not sleep on the child cot, I have put the child cot directly to the side edge of the affected area to protect me falling off the bed while sleeping due to the mattress lost its resilience and support. After receiving the report I contacted the after sale team but they were not supportive, their point of argument is that the report has come out as Non-manufacturing fault. I tried explaining them whatever I have mentioned above but they were not ready to accept it. Right from the beginning they were asking to use the 40 night comfort guarantee which we were not happy because we never wanted to experience another set of troubles but unfortunately we have to take this route. So I called the store to exchange the mattress when I first checked with them they said they can exchange it. I was relieved to some extent because the mattress is faulty and uncomfortable I wanted to exchange it asap. On 16th Dec I went to the store and tried to exchange it; I found one of the mattress that cost 450 pounds was comfortable since we paid 650 pounds for the previous one we were told the difference will not paid back so we wanted to order a divan set but the request was refused saying only the mattress can be ordered. Finally we gave up and order a mattress only. The story did not end there, today I got a call from the store saying that we did not buy a mattress protector from them. I managed to explain them I had one already so did not want to buy one from them when I bought the mattress but now they are asking me to send the proof of purchase (Mattress protector). My wife is pregnant I wanted to spend time and support her but because of all these issues we are restless and stressful. Don't know when and how it is going to get sorted out.”

Helpful Report

Posted 8 years ago

“Miserable experience. Oct 17 I bought a mattress that cost GBP 650. It was delivered after 5 weeks. I was expecting good customer care but never thought it is going to be miserable. The mattress that was delivered is a faulty one, one side of it is not firm. From day one we started experience back pain and was uncomfortable. I thought it was new so we need some time to feel comfortable and also tried changing the positions for 10 days but it never improved. So I gave a call to the after sale team to raise a complaint but the response was not good I had to chase them up to book an appointment for the technician to visit home to examine the mattress. After long struggle the technician visited the home and produced the report; when he came home he never asked us anything when but acknowledged the issue. After few days I received a response from the furniture village with the report saying non-manufacturing fault, they attached the report produced by the technician which was shocking, his justification was below. "Non manufacturing fault. There is a child cot directly to the side edge of the affected area. I believe customer has been sitting on the side edge for long period of time which has put pressure solely on the affected area allowing the springs to have lost all resilience and support ". The technician he himself assumed we are sitting on the long side edge of the mattress. My wife is 30 weeks pregnant, everyone knows it is not possible for a pregnant lady to be sitting at one place for longer period of time. I work full time go to office everyday apart from us no other adults are at home. My little one does not sleep on the child cot, I have put the child cot directly to the side edge of the affected area to protect me falling off the bed while sleeping due to the mattress lost its resilience and support. After receiving the report I contacted the after sale team but they were not supportive, their point of argument is that the report has come out as Non-manufacturing fault. I tried explaining them whatever I have mentioned above but they were not ready to accept it. Right from the beginning they were asking to use the 40 night comfort guarantee which we were not happy because we never wanted to experience another set of troubles but unfortunately we have to take this route. So I called the store to exchange the mattress when I first checked with them they said they can exchange it. I was relieved to some extent because the mattress is faulty and uncomfortable I wanted to exchange it asap. On 16th Dec I went to the store and tried to exchange it; I found one of the mattress that cost 450 pounds was comfortable since we paid 650 pounds for the previous one we were told the difference will not paid back so we wanted to order a divan set but the request was refused saying only the mattress can be ordered. Finally we gave up and order a mattress only. The story did not end there, today I got a call from the store saying that we did not buy a mattress protector from them. I managed to explain them I had one already so did not want to buy one from them when I bought the mattress but now they are asking me to send the proof of purchase (Mattress protector). My wife is pregnant I wanted to spend time and support her but because of all these issues we are restless and stressful. Don't know when and how it is going to get sorted out.”

Helpful Report

Posted 8 years ago

“Dreadful customer service. Received a defective table (wonky leg) and sharp edges on the metal runners which should have been filed off in manufacture. They are refusing to allow me to return it for a refund even though I complained the day I received the table. AWFUL. AVOID.”

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Posted 8 years ago

“We bought wardrobe they came and fitted very badly I had to get someone to sort Furniture village will not reply Your emails head office included will buy again”

Helpful Report

Posted 8 years ago

“Showroom staff very good, but once they have your money there is nothing good about Furniture Village. My order placed in March was faulty with items missing...... I did ALL the chasing to eventually get a replacement in September- this being worse that the original !! The debacle continues and now it’s November with no conclusion. Avoid this company !!”

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Posted 8 years ago

“Absolutely poor. Matress arrived but no bed.”

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Posted 8 years ago

“Bought a leather Kasia three seater couch in 2014 no kids, pets ... just two retired folks who have enjoyed leather couches for years! This one bought at Furniture Village after 18 months had an ugly indented crack in the cream leather around the extreme edge of the right hand side of the head cushion. Today, this crack has developed into a large ugly patch! Can't get anywhere with the company. VERY Disappointed!!!!!”

Helpful Report

Posted 8 years ago

“WARNING! WARNING! WARNING! They sold me a pillow in misleading way (i don't this that was in propose though) but the pillows had been tried 100 of times. And does not represent the real condition of a unused pillow. But anyway the pillow was higher than the one you try as a costumer, and gives me neck pain headaches. Spend £85. Tried it for couple of hours, causes me pain. Went back the very next day to return it, And the manager Chis told me that, we don't accept it. because there is a "law" (not true.) and you should have been told before you bought it.(not true. no one. told me a word about it.) he repeated couple of times. and when he saw that i had no intention of accepting it, he looked at me like, what are you stupid or what?? (but he did no say it) and just left me there with no help at all. After 6 weeks of waiting for an answer which did not came through. I decided to give this deserved review to this sh!itt! Store”

Helpful Report

Posted 8 years ago

“Where's my suite?? Told 9 weeks delivery - now 14 weeks. Keep being told 'Next week....' Booked a delivery myself from Milton Keynes distribution centre only to be told after a week that they don't deliver to my area. Suite still at Milton Keynes, has to be delivered to Dartford, then to me. Goodness knows when I'll get it. Keep being passed from pillar to post-getting nowhere fast. They are now advertising Christmas delivery on TV - Good luck with that everyone!!!”

Helpful Report

Posted 8 years ago

“Where's my suite????”

Helpful Report

Posted 8 years ago

“Awful service. Ordered furniture due to arrive in 7 weeks (told 4 weeks at point of sale). Now 12 weeks later still not arrived. On the point of cancelling and going elsewhere. Also told Uk made products found out they are delayed as being delivered from production in Vietnam!!! Back to Next for me...”

Helpful Report

Posted 8 years ago

“Spent over £2000 on sofas for my wife and I no kids no pets 1st year it needed re covering 2 years later it looks like new but leather pealing where cushion meet furniture village admit faulty and will not repair apparently no covers available and offer £200 to void warranty or £750 to buy back and this I.S final offer as a fair use policy thieving con merchants I have spent weekend throwing out all furniture Village products from house never again”

Helpful Report

Posted 8 years ago

“Worst customer service I have ever received. Buying the sofa was easy, but as soon as I had a problem (Soft arm Snapped), it was a very different story. I had to do all the chasing around, time off work, no apologies from staff, bad attitude by customer service staff. Sofa still not fixed 2 months down the line.”

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Posted 8 years ago

“Furniture Village is what went wrong. Rubbish supposed leather sofa. No response from store or CEO. No response from Guardsman Insurance Company. Both companies total money grabbers selling and supposedly insuring products. Both companies should carry a DO NOT DEAL WITH US WARNING, they are just thieves, pure and simple. Wish we had seen this site before buying. One star is far in excess of what this company deserves, minus 10 would be more accurate.”

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Posted 8 years ago

“Great showroom staff, I ordered 7 items. Delivery was in an unmarked old tatty white van. 4 items were faulty when delivered covered in bits of polystyrene and not cleaned off. After that TOTALLY APPALLING service. Would never shop here again. If I could give a minus score I would.”

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Posted 8 years ago

“We bought a leather suite and the leather peeled after tree year”

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Posted 8 years ago

“I bought a bed frame from Furniture Village a couple of months ago. They have installed with wrong size base (on which mattress is placed). When I informed the aftercare, they said they will send someone to look at it in the next 24 hours. Nobody turned for a week, when I called, they had not assigned the job to anyone. I was really annoyed but requested to act quickly. A third party person came and had a look at it after two weeks with an appointment, took pictures and left with a message that someone will contact me in a couple of days. After a week, after receiving no response, I called them. Again, the job was not assigned to anyone. Meanwhile, my wife had to go to the showroom but the sales persons are just useless and rude. Now, the customer care is blaming staff shortage as the cause for this. " I will never ever buy anything from this company again, and will not let my friends and family buy anything from here". Hope the inefficient senior management understands the power of mouth publicity and reviews.”

Helpful Report

Posted 8 years ago

“This is a rogue company. I wrote to the Ceo Peter Harris the guy has no respect for his customers and hasn't bothered to reply. Real bunch of cowboys only interested in £££!!!”

Helpful Report

Posted 8 years ago

“Still waiting for products that were missing on delivery 3 weeks ago, no joy, even after 7 phone/online chats, yes 7! Disgusting service, will not shop with them again and would advise other prospective customers to steer clear also.”

Helpful Report

Posted 8 years ago

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