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

“Shopping online from Furniture village (FV) is my biggest regret to date (order placed 27/12/2021). I bought a corner sofa from them, which had one week delivery time tag. After placing the order, I received an automated email with the order details and never heard from FV until I contacted them. I spoke with the online team/agents (on five separate occasions) and the store manager (3 different events). Every time they (FV) told me that someone would call me within 48 hrs regarding the delivery, one guy (manager) even scheduled a delivery. I took leave from work and made myself available to receive the order until I realised Furniture Village had scammed me. When I called the store manager, he admitted that the item had not arrived at the local store yet, let alone the delivery. At this moment, I had no other choice but to request an order cancellation, which they said would take another week to confirm. My strong advice to people is to consider this cheap trick pulled by furniture village on me before placing any orders. You never know how long they will keep your money until it gets back to you. I am still waiting for the order to cancel and get my money back from this scammer.”

Helpful Report

Posted 3 years ago

“On 31/12/21 I purchased, using the early bird discount - 2x Four Romilly Seater Sofa's and 1 x Lounge Co Offer Grade C Footstool. When looking through my photographs I noticed that the footstool was priced and clearly visible to all customers on their label and plastic boarded price list at £309, whilst salesmen John and later Gary had explained to me the price of this was for a grade A fabric, as I had picked a grade C fabric the price would be slightly higher, approx £20 to which I agreed. However, when reading my receipt I noted I was charged £399 and returned to the store to query this. On 06/01/2022 Unfortunately, I did not experience the same professionalism or wonderful experience when returning to Furniture Village in Guildford to query my order. Gary, the floor salesman listened to my query, agreeing that I had in fact I had paid too much for the footstool in the grade C material, he noted that their system prices for the footstool was incorrect and that the label at which the grade A footstool was advertised for £309 did not match the system price list which I was charged for, the increments of grade A, B and C fabrics were incorrect on the system, not matching what I was informed or being charged. I kindly asked for a price match of what the footstool is advertised as and to be reimbursed the difference in monies, approx £50, Gary asked the store manager to intervene. I waited approx 25 mins past the time I was informed to return to the store to speak to the store manager Andy Bowden. Andy met with me, he did not apologise for keeping me waiting 25 minutes, he instantly said I can return your order. I explained to Andy the situation saying all my furniture had come from furniture Village and I still wanted my new sofa's and footstool, I just wanted to pay for the footstool at the price it was labelled in store, which included the early bird price offer which was not reflected on their system. Andy very rudely told me that the 'law states which they follow to the letter, that whatever is on their system is the price the customer pays, not on the label' and proceeded to pull off the label on the footstool. I explained that this was a false advertisement and not the case, he proceeded to tell me, he was the boss and had the final decision rested with him. He never listened to me, he never showed professionalism and his conduct was appalling, in fact, he walked away from me still talking. I said, what about goodwill and reputation, he repeated the same sentence over and over again, the decision rested with him and that nobody was above him. I left the store very upset. I had raised this via your companies website, unfortunately the matter was dealt with by Andy who informed me the matter had been reviewed and had been closed. My questions were not addressed, nor was an apology given for his conduct. In person he had informed me that any complaint would be dealt with by him and that he would close it down without recourse.”

Helpful Report

Posted 3 years ago

“Xavier sofa 3 month old seats all sunk apparently is our fault it's a sofa you sit on it plus on your description on your website it says the seats are spring and they are not they're just cheap foam these are really expensive sofas for us I would not recommend furniture Village for customer service or their furniture I thought I was buying from A reputable company obviously not at the end of the day you expect a sofa to at least a year without it sinking in the the depths of Hell we both work and we spend probably 6 hours a night sitting if that and for it to have sunk to a point where you can't even sit on it properly in 3 months I would say is definitely a manufacturing fault and the people you send round aren't independent investigators they work for you the guy told me we have a 20-year old sofa in our conservatory that was in our living room and guess what that hasn't sunk in 20-years time furniture Village started taking responsibility that way you'll get a better service and people will come back to you and buy stuff if some manager could get in touch that would be fantastic.”

Helpful Report

Posted 3 years ago

“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

Furniture Village Reviews