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

“Ordered my sofas in April spent nearly £2500. Was informed my sofa was due in the warehouse week commencing 12th July I rung week before to confirm only to be told its not arriving. After hours spent on hold and leaving numerous voice mails I received a call from the store and was to in an abrupt and rude manner that my sofa is now expected week commencing 9th August. Currently on hold caller number 36 in queue to get an update. Furniture village do not call you ever they do not provide any kind of after sales the worst customer service ever and I only wish I read reviews before giving them my order. Currently using deck chairs I would recommend that you avoid this company unless you want weeks of frustrations and uncertainty”

Helpful Report

Posted 3 years ago

“So, 16 weeks ago i made the most horrible mistake of spending ~£2.5k in a sofa from furniture village. They said at the time the lead-time was about 10-11 weeks. Today not only i do not yet have my sofa, Furniture Village seem to think that it’s ok to take this much longer to fulfil an order without even sending 1 single order status update email, how is that conceivably ok!? Not just that, i’ve been contacting them regularly over the past few weeks and every single time it takes me close to 1 hour to speak to someone only to be told one of the following ( or several of them) 1- you’ll be contacted next week to arrange your delivery. 2- our system is slow, we’ll update you back 3- there is a problem with the dartford delivery center, we have asked for an update, we’ll get back to you. 4- your sofa is at guildford but it must be delivered by dartford, we’ve asked for an update and will get back to you. 5- we’ve sent an email asking for an update which we will pass on to you asap Of course, never, not a single time after more than half a dozen interactions with different support agents have a single one of them followed up or given us an update. I have asked to escalate the case and they flat out said that that was not possible. So what are my options Furniture Village? Wait indefinitely to see if the sofa comes in 12, 24, 36 months???? All the while accepting that you won’t even be bothered to send me updates about my order? Or just get a refund and go back to where i was 16 weeks ago? Is there anyone in that company who takes customer service remotely seriously? I sincerely regret the day that i stepped foot into that store and my honest advise to anyone reading this is, stay away, turn around and go somewhere else!!!”

Helpful Report

Posted 3 years ago

“Customer service non existence. I had ordered a rug from reading furniture village. The one I ordered was not the one which was delivered. Since the delivery I have contacted them about 10 - 12 times via phone, chat, email etc. no response. Very difficult to get hold of customer service. Its been 2 months I am still waiting.”

Helpful Report

Posted 3 years ago

“I wondered into the store looking for a leather sofa I wanted it to be hard wearing and relatively low maintenance I was warmly welcomed by Andrew he offered me a coffee and allowed me to explore the vast store that was imacculate I sat on a contemporary low sofa called Azione Andrew showed me the different types of leather and advised me on the best type. For a busy household,he wasn’t pushy gave fantastic advice on how to maintain my new purchase.This man knows his stuff and is willing to share without being patronising a true gentleman and professional”

Helpful Report

Posted 3 years ago

“DO NOT BUY FROM THIS PLACE. THIS IS THE WORST FURNITURE SHOP!! I have had by far the worst experience shopping from furniture villlage. I had ordered a dining table with 2 benches and 2 chairs on 24th March and have called at least 20 times since June this year being on hold for 2 hours each time. Initially i was told that the item is sitting in their warehouse and they will arrange a delivery soon after almost 2 months i managed to get the delivery arranged for last friday and it was supposed to come on 2 trucks. 1 truck came and deliver 2 chair tops without the legs and the driver said that the rest will be delivered later on, on the same day. The second truck never showed up. Since then i have been calling them everday again being on hold for 2 hours to speak to an incompetent agent who has absolutely no idea on what happened to the delivery or where the goods are. They are not even sure whether it was delivered to the wrong address, is it back in the warehouse or has magically disappeard. Each agent has promised to 'investigate' and call back but that has not happened. I honestly feel like the store has stolen my money and i do not know what else i can do to get the items that i have waited for over 4 months. This is by far the worst shopping experience and i would strongly advise you all to not buy from furniture village unless you want them to run away with your money. I would honestly give them -1 star if that was an option.”

Helpful Report

Posted 3 years ago

“I purchased a bed and base tempur paid… I purchased a bed and base tempur paid £4150. Weeks late arrival. Arrived faulty not working base and draw not opening properly. Numerous phone calls. No call back and not fixed. Shop does not answer calls and customer services sympathise but cannot get it fixed. You are obliged to pay all your money before delivery. Bed was faulty on delivery. Delivery said would get fixed!! Still broken”

Helpful Report

Posted 3 years ago

“If your looking to buy furniture, go elsewhere. Ordered table and 6 chairs in April and still awaiting delivery. Their 0800 customer service is a farce. Have spent over 8hours in total on calls, just as well I'm not paying the phone bill. Constant lies and deceit by staff telling me my order was ready for delivery and to pay balance. When I did pay balance then established from the delivery company the item wasn't even in the country!!! When I challenged the on line sales manager he didn't really seemed that bothered and offered a 10% discount on the advertised price of my item and then failed to deliver even that when crediting my credit card. I have spoken to at least 7 or 8 customer service people and with the exception of two, all seem to be saying sorry and hearing what I say but seems as if it is mere lip service. If you are considering buying from FV, check the comments on trust pilot and it seems I'm not the only one experiencing these issues!! I will NEVER buy anything from FV ever again. The last nearly 5 months have been a farce. They love to take your money but fail to deliver the goods!!”

Helpful Report

Posted 3 years ago

“How disappointing, went to Furniture Village due to concerns about Sofology, wish I had gone their instead. Sofa arrived 2 weeks late (expected) and is a great sofa, however the power pack was missing (£15 parts) but crucial for the recliners to work. The delivery guy made a note and reported it back to the warehouse. He told me to call the TUNBRIDGE WELLS store (although I ordered online). They could not have been more unhelpful or disinterested if they tried. You wouldn’t believe they were all one company. Although he did log it on the system, he made no real effort to help. He told me to log it on their website as well, which I did. Waited 4 days – no response, so I called the customer aftercare number and the operator sent an email to their Customer Care department setting out my issue. As expected, radio silence from this email. I sent a follow up email copying in Chris the aftercare guy as well, again no response not even from Chris . 3 days later I called aftercare again, waited an 1 hour in the queue and finally spoke to Raphael who said he would definitely help but I need to send pictures this time, not sure why it’s a missing power pack after all and the delivery guy had already completed this. Again, another email to customer care from Raphael, with the promise of it being sorted, but again radio silence and no power pack. All in all a very rubbish experience, I went to Furniture Village as I thought they would be better than DFS and Sofology. To be honest they couldn’t hold a light to DFS. They haven’t to date even yet acknowledged my issue and as for the TUNBRIDGE WELLS store , I won’t be giving them the time of day or my custom again ( a £3300 purchase ruined for a £15 part) Truly truly shocking customer service – avoid at all cost”

Helpful Report

Posted 3 years ago

“Look out there is something wrong with this company. Was told 9 weeks. No contact from them when I called was told chairs in the warehouse and could I pay balance. Paid balance two weeks later still no chairs. Was told they were in the warehouse, today I am told they are with the distributor. Just appalling customer service, they don't even tell the truth. Charlatans”

Helpful Report

Posted 3 years ago

“void this company. I was told my furniture would be 9 weeks, 9 weeks later I am contacted to ask for the balance so that delivery can be arranged. The day after payment I was informed there was a delay and the furniture would be at least another 9 weeks. The inconvenience is massive and to be told delivery was imminent in order to get the balance is deceiving. It wasn't even a shipping problem the furniture has not even been made due to raw materials. Impossible to speak to someone it is alway an answerphone. Shop elsewhere and save yourself the stress.”

Helpful Report

Posted 3 years ago

“Should not even be giving this company 1 star. Bought 2 setters on line when arrived they were uncomfortable and as my husband has a disability he could not sit on the 3 seater. Phoned store to find out how we could send them back. He wanted 25% which amounted to £650. We tried to explain we did not have that site of money but the phone was put down by him. We have emailed and rung 5 times now they are trying to wriggle out of it. We have a courier ready to deliver them back. Going round in circles. Never trust this company. It took us 1 year to save enough money and now we are left with 1 settee with a fault and another one my husband cannot sit on. You never speak to the same person twice. and when they say they are going to ring they never do. They just do not care. What a dreadful way to treat people in their 70s and considering my husband is disabled. We are both suffering extreme anxiety and dont know what to do next. Thankyou Furniturevillage for causing us all this grief.”

Helpful Report

Posted 3 years ago

“At last! it has arrived, only 7 months late! So! finally. my sister in law has her TV unit that she ordered and paid for on November 3rd 2020, with a delivery scheduled for November 27th. There has been no update from customer services all throughout this long wait, all the chasing by phone and emails has been done from her side, with an appalling lack of replies to both. The unit was purchased from Slough, Head Office, and even the CEO was contacted about this unacceptable delay in delivery, needless to say, she received no response from him. She has been fobbed off with COVID excuses, saying there was a problem moving the item from the warehouse to the distribution centre, which at first was acceptable, then the delivery date got further and further away, eventually telling her that the unit was not arriving in the UK until the end of June! There has been no explanation as to what happened to the item that was in stock when she ordered and paid for it, and absolutely no apology from them. I would never, ever shop there again, nor recommend anyone to go there. They are quite happy to take your money, then it is down to you to chase up your order at every stage.!!”

Helpful Report

Posted 3 years ago

“ONLINE CUSTOMER SERVICE NONE EXISTENT !! If you like not being able to discuss your order, phone calls never answered, emails never responded to and employees/managers lying to you then this is the company for you!! 23rd May 2021, paid in full when ordered online, they confirmed a delivery date of 2 weeks, 8 weeks later still no sofa and IMPOSSIBLE TO CHASE WITH CUSTOMER SERVICE. PLEASE think long and hard about ordering furniture online with Furniture Village. PLEASE, can a manager contact me to discuss my order as I am feed up chasing you and the lies you give!!”

Helpful Report

Posted 3 years ago

“If it was not for NEIL of your Abingdon store i do not know when our order would have been completed.Head office customer service is a waste of time.Well done Abingdon.”

Helpful Report

Posted 3 years ago

“YOU WONT RECIEVE YOUR ORDER- STAY CLEAR Really let down by Furniture village Nottingham, ordered a sofa at the beginning of April - initial sales experience I couldn't fault it. As soon as you sign up, you will not here from them again and you will never see the product. My sofa was due end of May, Its now mid July.. I've tried chasing most weeks, you're greeted by someone with extremely bad attitude that needs a lesson in customer service. Each time you call you get fed a different lie to get you off the phone. Passed around, contradict each other and just have no idea where your order is. Tried blaming the 'cyber attack' for weeks but as I pointed out there's no excuse to pick up the phone and ring the supplier(unless you're on bad terms) to find out where an order you was expecting is. Very coincidental that their system for existing sales was down but for any new sales they could still use the system! How lucky is that. This week ive been told (after me contacting them again) that there's a further delay and my sofa SHOULD be here in 6-8weeks. They have offered £200 off my finance if i agree to wait. But they couldn't guarantee I would have that sofa in 8 weeks. 'They can only tell me what the supplier informs' From all the other reviews and my experience I get the impression the company is going under and trying to hold as much cash as possible. Although this isnt the staff at fault, its the company, I've been mortified at the attitude of the sales reps. Then again they're probably aware of the situation the business is in and there wont be any repercussions if they speak to customers rudely. From the reviews online I imagine they're fighting a battle with existing customers every minute. Do not purchase a thing from this company at this stage, you will not receive it and you will not be contacted by them after your sales made. Ive requested a refund of my deposit due to breach of contract on their end. they are due to call me to process the refund, I will wait and see if that materializes. I wanted to provide my experience to hopefully stop others from experiencing the same.”

Helpful Report

Posted 3 years ago

“Still awaiting our order after months after initial delivery date, many broken promises and still nobody has got back to us. I can't get a refund and no sign of order. Do yourself a favour and don't buy from this company.”

Helpful Report

Posted 3 years ago

“13 weeks today waiting on chair sofa turned up month ago , I have been leaving reviews stating this company dont care at all about customers to prove it because I was not having any joy on the phone called to the store and confronted my sales person Neil Armstrong asked where my chair was he had quick laugh said I don’t no where your chair is , but did pick phone up to find out , walked away from me so couldn’t hear the conversation , next thing I no he is trying sell to another customer just left me there waiting so asked for manager nick who stated basically they haven’t got clue where it is , I told him everyone writing reviews about how they not heard back from them and customer service is shocking his answer we don’t care what reviews say please don’t use this company you will only be disappointed , no doubt I be writing another in weeks time .”

Helpful Report

Posted 3 years ago

“I don’t think I’ll be able to get across to everyone just how awful their customer service is. Ordered three chairs on the 21st of March. Two chairs are in the Plymouth store, one in Dartford, so they don’t even have to be made. It is now the 14th of July and they still haven’t even left the store! I’m starting to think they’ve sold them and don’t want to tell me! The process goes: call Furniture Village, ask what’s going on, get apology and that chairs are still in store, they say they will chase it up, nothing happens, then you have to start again. If you’re reading all the negative reviews and find them hard to believe then you can’t be more wrong. By far the worse company I have ever dealt with. The fact they pride themselves on caring is just an insult! The service is so bad that I’m starting to think that they made up the cyber attack just to cover up for their complete incompetence!”

Helpful Report

Posted 3 years ago

“I ordered and paid for a wardrobe online, I was informed there was a 13 week delay in fact I didn’t receive the product for 7 months, not once did Furniture Village contact me to explain or other. I chased my order on numerous occasions on one occasion, the advisor lied and told me it was waiting to be delivered. It was only when a month later and still no contact I called again and was informed that I had been wrongly advised. Eventually upon delivery and installation the product is damaged, the installation team advise me they have reported it and a replacement has been ordered and they will return to fit in a couple of weeks. That was over two months ago, I have tried to make numerous calls to chase this up, the lines are always busy, I have tried the email facility to contact the company without success and one of the responses I received was there was no record of any damaged part logged under my order number. In the last month I have lodged a complaint in relation to my issue via their online complaint service ‘Resolver’ this remains unanswered, I followed this up with a complaint by recorded delivery to the head office again this remains unanswered I eventually decided to ring again, I waited for three and a half hours in a que before I was able to speak with an adviser, who was not particularly helpful or sympathetic to my issue or the fact I had waited for several hours to get through, she promised that she would report the issue and I would be contacted by email. So as of today I am not surprised, no response received so I am back to square one. I will never shop with this company again”

Helpful Report

Posted 3 years ago

“This is now 12 weeks waiting on my delivery , you get told A load of rubbish every time you ring this company customer service is a disgrace , sofa turned up month ago but no chair , best thing about this is they cannot tell where it is or delivery date , rang them again today my sales person is Neil Armstrong sure this bloke lives on the moon you can never talk to him and he never returns calls it’s so frustrating , today I pressed option 3 which takes you straight through warehouse spoke to guy who tells me my chair is in the store and he cannot dispatch until they send to him 3 miles away total joke please dont buy anything off this lot”

Helpful Report

Posted 3 years ago

Furniture Village Reviews