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

“Appalling service from beginning to end. We asked for a standard double, they ordered a small double then after a 2 month delay in delivery they charged us £90 for the trouble. Avoid Furniture Village like the plague. No concept of customer service.”

Helpful Report

Posted 6 years ago

“"You're in safe hands"....Yeah right! If I could give 0 stars I would. I have had nothing but trouble from this company and I advise you to NOT purchase anything from them. I ordered a divan bed and mattress back in January (January 6th, to be precise). I was told the delivery is 3 weeks, which is fine. Received a call saying that the bed will be arriving on 26th Jan. Perfect! Recieved a phone call on 24th Jan from the delivery department informing me that the mattress had arrived but the divan base had not and because of their company policy, the mattress had to be sent back. They then rescheduled the delivery for the following week. Again, I received a phone call 2 days before the delivery date stating that the divan base had been delivered but no mattress, yet again it had to be sent back "due to company policy". Third time lucky, the base and mattress were due to be delivered on 8th Feb. We had a delivery at long last...the base was delivered and put together, only to then be told they had broken the castors while putting it together. I then questioned about the mattress and was told that they had not received a mattress. At this point, patience was wearing thin. I contacted the delivery department and was told "when we have an update we will contact you". Famous last words! I then took to Twitter to express my frustrations and was contacted by someone called "Lucy". She said that we could cancel the whole bed and re-order it, which will take another 4 weeks. I really don't understand the logic behind this, but anyways said she would investigate and call me back...I didn't receive a phone call back. So i continued to chase it. All the while, i was told it wasn't Furniture Villages fault, it was the suppliers. I again, took to Twitter as I've found this is the quickest way for a response. Again "Lucy" contacted myself and again said this needs to be sorted. But it was not. I expressed how frustrated I was that I was having to do the communicating, as Furniture Village are incompetent! I rang on 25th Feb as I was losing the will to live. We got rid of our old bed due to redecorating and the delivery of the bed tied in with finishing the room. So no bed and no explanation from either Furniture Village or their so called customer service team. I finally was told that the mattress would be coming into the delivery department on 27th and it would be delivered on 2nd March. I have just rang the delivery department and they have physically seen the mattress and told me that I will be expecting it on the 2nd. Fingers crossed! I will NEVER EVER by anything from this company AGAIN!”

Helpful Report

Posted 6 years ago

“We bought our Tangier Corner Sofa in April 2017' it was delivered in August 2017. I have followed the care instructions and ensure the back cushions are plummed every day, but still they have lost their shape and are lumpy. I sent an email to my local store in Ruislip on Tuesday 19th February and called almost every day since but still have not spoken to the very elusive Store Manager, who has always left for the day, or the Sales Manager who is always in a meeting. I think now it is time to bring my cushions in to the store and let potential customers see what their furniture will look like after 18 month. Absolutely appalling furniture and service, at least they are consistent with something!!!”

Helpful Report

Posted 6 years ago

“Mis-sold a £900 mattress in furniture village in Thurrock. Explicitely told it was medium firm and good if you have a back problem only to find it was medium soft and like a sponge when it was delivered. Store manager refused to call me back until their own customer services insisted and then flatly refused to help with either refund or exchange stating their T&Cs as an excuse for me to lose £900. No attempt to compromise even though online orders can be exchanged within 14 days. Shocking, uncaring service, which has left my heavily pregnant wife very distressed. They don’t even pretend to care, it’s just about rushing you to sign and take your money.”

Helpful Report

Posted 6 years ago

“Placed an order for four items. 1 came ok 2 was wrong item in box when delivered leather chairs in box with Suede chairs labeled 3 Table - damaged 4. Glass cabinetd - no one knows when it will be in stock Firstly told 7-10 days, now told 2-3 weeks but could be longer ? Terrible - will not use again”

Helpful Report

Posted 6 years ago

“Absolutely awful customer service and after sales support, go elsewhere!!! Bought a bedframe, mattress, bedframe and pillows (which were given to us on a buy one get one free deal) Order was delivered broken, we contacted the local store to raise a complaint and was told they would log this and someone would be in touch within 24 hrs. I chased the complaint 2 days later to be told they weren't aware of anything, logged the complaint over the phone and provided an email address and asked me to send pictures and video evidence of the fault, they would then come and collect the product and arrange a replacement which I did. I then received an email to say a homeserve engineer was booked, I received a call offering me an appointment the next day (which was inconvenient) or the Monday, I opted for the Monday and took the day off. The engineer never arrived, I called to chase again to be told it was booked for another 2 weeks away, all whilst sleeping on a broken bed. The engineer eventually came and advised it was a manufacturer fault, the bed frame hadn't been built correctly and was missing several pieces of wood in the frame. He advised he could repair it to "manufacturer standard" I refused and advised I wanted a replacement, I called head office 2 days later to sort this to be told it can take up to a week for an engineers report to be sent. Another week surpassed and I called to chase again to be advised they were waiting on a response from the supplier as to if they will replace this. Again, I called to chase to be told maybe I could have a replacement or a refund. At this point I opted for a refund and was told to contact store to arrange a refund and collection. I called the store and spoke to someone to be told "we won't issue you a refund until we've collected the goods as you might hold the bed to ransom..." I said why would I hold a broken bed to ransom? Eventually another week passed and the bed was collected, the delivery driver advised to call immediately to arrange a refund and cancel the finance agreement. We called immediately (13 times before the call was answered) to be told no managers were in on a Monday to process refunds. I called again the following day, to be refused to out through to a manager and told I had to pay an additional £35 before they would cancel the finance agreement as the pillows were £100 each. I advised they were bought in the sale for £75 buy one get one free.. I was told I would get a call back from a manager within an hour, 5 hours later I called back again, to be told the finance agreement was no cancelled, but they won't refund the additional monies as the buy one get one free pillows were conditional on buying the bed, mattress and headboard. Currently considering escalation to the furniture and financial ombudsman and trading standards.”

Helpful Report

Posted 6 years ago

“3 DAYS OF PROMISE TO CALL ME WEDNESDAY Thank you, I'm incredibly sorry to see that you have had the wrong sofa delivered, I have raised a service for you in regards to this. I can see that you wanted to speak to a manager of the Online team - has anyone been in contact? Many thanks, Lucy no like the service I have received I will have the Manager of the Online team call you and i have now updated this. i really i dont expect a call I appreciate that you feel let down but i will ensure this happens. WED 6:14 PM no call THURSDAY Good morning, I have spoken to the Online Manager who has confirmed you will receive a call this afternoon. Best wishes, Hannah Highly unlikely THU 5:27 PM Hello, I understand you are still yet to receive a call so I have chased the Online Team again. Best wishes, Hannah THU 6:35 PM Haha As I said high unlikely THU 7:40 PM Is it customary to call at the dead of night 8:29 AM Good morning, our store's don't close until 10pm - i apologise if this was too late for you - can you confirm the store have called you? Best wishes, Lucy 6:06 PM FRIDAY hahah 3rd-day promises not phone call Your company is amazing. I have half an order, no one wants to deal with it.”

Helpful Report

Posted 6 years ago

“Rubbish online order service.”

Helpful Report

Posted 6 years ago

“Disaster Stressful purchased experience I would share my experience and advice, if you considering purchased with this company. 1. The representatives from Furniture Village are base on commissions; make your own judgment of their statement for the goods and promises. 2. Get black and white written agreement with representative’s promises. 3. Check the details of the confirmation of order I spent more than £5000.00 for numbers of items, Due to the commissions, my order ended split into two orders. Most of their verbal agreements were dishonor; when you discus with them at their store afterward which they would challenge your memories and denial their agreements. Especially on estimated delivery time! Be aware! They told me that: no worries if it being delays our company will give you compensation which won’t be delay, plus they could not following up after sales which I have to kept contact to them to chasing my goods. They did not give me the proper confirmation of order as they could change some details, ensure get your black and white and check it be carefully. This company has no complaint department, everyone I have been contacted was just passing my complaining around and delay my attention, and it took me more than four weeks times to get reposed. Write to the company to complain instead of speaking on the telephone that nothing to proved. Alternatively Get help from Citizens Advice about your consumer rights. They can also refer your complaint to local Trading Standards officers who may then investigate on your behalf. Citizens Advice 0345 404 0506”

Helpful Report

Posted 6 years ago

“We went to FV Purley way couple of days ago and advised we had made our choice on Alessia Leather 3 and 2 seaters reclining sofa. We were greeted by Natasha Sales Adviser who was very friendly and took us on a display model to feel the sofa. My hubby came back to begin the purchase then the same lady greeted him and started adding extras like the warranty and cover in case of accidental damage etc... She then said the choice of the color depended on the quality and thickness of the leather and if we wanted the dark chocolate one, the quality of the leather was not as good, however we could pay £200 for each sofas which was more than the one advertised on their website. He could not get a sample booklet as they do not give it to customer to view and feel. She was quite pushy and was suggesting he'd choose a highly priced sofa with what she insisted had a thicker leather skin than the one of our choice. Is this the way they do their business to sell? We are now wondering if we should buy from this store now.”

Helpful Report

Posted 6 years ago

“DONT BUY FROM FURNITURE VILLAGE. THEIR A SCAM!. I purchased 2 sets of sofas. The delivery guys just dumped them in my house and left. Upon unboxing a few days later I found there were no holes in the base of the sofas to screw the legs. After 10 phone calls and several emails and several weeks later, they send a technician from Castalan. The technician tells me furniture village (FV) delivery guys were meant to fit the sofas for you but they did a runner. As the technician unboxes the 2nd sofa he informs me FV haven't included legs for the 2nd sofa. He kindly messaged them to arrange for FV to call me and arrange a day to rebook and send the legs. I was told I'll receive a call in 2-3 days. I wait over 1 week and called 7 times and emailed 2 employees from customer service who's name I have. They didn't respond when I raised a complain. I kept calling and customer service answered and told me the legs are ready for delivery in 3-4 days which I though ok, I can wait, no problem...only that they didn't come for delivery or no update calls from FV. Several more phone calls later the customer service tells me it falls outside my 30 day claim! Then she goes to tell me the legs will be delivered in 6-10 weeks!!! and once they arrive I have to wait for a technician from Castalan to be free to come and fit. I paid for the sofas and FV have made me chase them on emails, calls and in person to their pathetic branch. They made a mistake of forgetting to drill holes in the sofa base and include the sofa legs and won't own up to it and on top of their disgusting customer service, I get told 6-10 weeks for 4 small legs for my sofa to be delivered as they are from China. I'm going to start a Furniture Ombudsman claim as looking on all reviews, so many customers are being scammed by FV taking money and not delivering the goods as described/defected.”

Helpful Report

Posted 6 years ago

“Shades sofa 13months old and the… Shades sofa 13months old and the leather is peeling, emailed FV and they sent CASTELAN out who said it wasn't a manufacturing fault. The letter said it was caused by " bodily oils" .I don't sit on the sofa without clothes so I don't know how they can say that, paid over £1600 for a sofa I expected to last longer than 13 months! My last sofa I had over 12 years and lasted through 2 children eating, being sick, jumping etc. FV have now told me to get in touch with the furniture ombudsman, I will never buy from these ever again. ANY ONE ELSE IN A SIMILAR SITUATION ?”

Helpful Report

Posted 6 years ago

“In August 2018 we purchased 3 seater and 2seater Revive settees from Furniture Village at their Exeter Store. Customer Service was excellent, as was the coffee. What a shame this didn’t match the rest of their so called customer service. Anyway the settees were delivered 10 weeks later. Alost immediately we realised that these were different in comfort to those in the store, we even went back to confirm this. We thought that it might be because that were new and hoped that they might improve with use. Some hope! After two weeks the three seater seats had sunk so much that I couldn’t sit on it, or should I say in it, without it giving me back ache. They were rejected by taking a letter to Exeter and giving it to a manager who refused to give us his name! An “independent “examination was arranged and this took place a week later. The technician from Castelan examined them and agreed with us that it was indeed defective. He said structurally it was ok but that the filling foam had sunk. It needed boosting with extra foam, but it shouldn’t be going after a only month. Putting new foam in would be no good as it would be just the same. He told me all this would go in his report and I could phone for a copy in a couple of days. Fortunately I had recorded everything he said on my phone, having read reviews of Furniture Village and reports being altered. After the weekend I phoned FV re. the report. The customer service woman started to read it to me and then suddenly stopped mid-sentence. After being put on hold she came back and said that the report was wrong and would have to go back to Castelan to be altered. She refused to read on or to send me a copy. A week later I received a copy of the report which said that there was no fault with the settee, no mention was made of foam at all. The covering letter said and no action could be taken. I wrote back questioning this report and saying that I had recorded the conversation with the technician and offered to send a copy. I needn’t have bothered. They still wouldn’t admit it was defective merely saying there was “a typo” in the report. I then got a local, really independent, upholsterer to examine it and surprise surprise he agreed with the original examiner. Fortunately I had paid on my credit card so I made a claim using Sec. 75 of the Consumer Credit Act, and within a month had a refund! Brilliant, Nationwide were excellent, I just hope they manage to reclaim from Furniture Village. So if you feel you really must buy from these people PLEASE make sure you WRITE DOWN EVERYTHING, RECORD CONVERSATIONS and PAY BY CREDIT CARD.”

Helpful Report

Posted 6 years ago

“In July last year we purchased a corner sofa and swivel chair (the legend sofa). For the first month we were over the moon with the sofa. Not long after this we started to notice issues with bobbling on the sofa. I called the store and was advised to shave my sofa. This is something I didn’t do as I feel this would void my warranty if my fabric tore. It does not state to do this in the care conditions so I’m not going to start tampering with my sofa. A so called independent technician came out to view our sofa, and advised us that no faults have been found with the sofa, and all he can advise is to shave the sofa. FV are not willing to do anything at this point so I have contacted watch dog and I’m in the process of dealing with the furniture ombudsman and trading standards.”

Helpful Report

Posted 6 years ago

“Totally frustrated with the furniture village. I wish i had not ordered from this place. I bought coffee table and lamp table from store and when i came home online, it was 20% less so contacted them to price match which they added in the order but nothing was paid and didn't go back to my credit card. I had to make numerous call to get that sorted. Store team took card details so many times but nothing happened. Finally after 10 days it was resolved. Then I received the order which i waited for 3 weeks and it was wrong colour. Are you kidding me. I returned the item with the delivery boys, only courteous people in whole bunch. Got no update from anywhere which resulted me calling to Thurrock Store where i ordered the item. Seems like my order is being looked upon by service centre which ultimately mean re-ordering, wait and wait. I advice not to buy from Furniture village.”

Helpful Report

Posted 6 years ago

“Still waiting for delivery 15 weeks later, called the transport manager no understanding nothing they can do as it’s all the suppliers fault... no apologies very bad customer service. Now waiting for the in store to call back.”

Helpful Report

Posted 6 years ago

“When I ordered the furniture from the website I was told 5 weeks until delivery but once the balance had been paid this changed to 13 weeks. I contacted FV customer service and was treated very poorly, spoken oven and told the issue was my problem. This is single worst customer experience I have ever had. Poor for a UK high street brand. Avoid!”

Helpful Report

Posted 6 years ago

“Do do trust this store. I made an online purchase today at the advertised price and received an invoice for the same. Later in the day I was e-mailed to say that the advertised price was incorrect and that my order was cancelled - the company used the justification that their terms and conditions allowed them to cancel the order even though the supposed error was theirs”

Helpful Report

Posted 6 years ago

“Absolutely disgusted at the service from furniture village....charging me 25% (£175) for an item I cancelled after order even though I haven’t even received the product because 4 weeks later it still hasn’t left the warehouse along with all my other items I bought!!! Disgusting tone of voice used by the manager when I called about this yet if I ordered online I would be untitled to a full refund???? Will never use this store again!!!! Robbing money of people for items they don’t even have !!! Disgrace!!!!”

Helpful Report

Posted 6 years ago

“If you are considering making an expensive purchase for your home DO NOT GO NEAR FURNITURE VILLAGE. It has taken 9 months to resolve an issue of an unsatisfactory purchase using guidelines set out in THE CUSTOMERS RIGHTS ACT 2015.They never answer letters but do make *phone calls threatening to pass the matter to their solicitors. The old advice is good advice "BUYER BEWARE"”

Helpful Report

Posted 6 years ago

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