Furniture Village Reviews

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

1.3 Rating 1,073 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“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

“We purchased a double mattress on 4th Feb which finally arrived on 1st March. Having paid £20 for the service, the delivery men arrived 2 hours later than advised. Most importantly, the mattress arrived as a king size double as opposed to a standard 4ft 6inch which was what was requested. Having called the store 4 times with assurances that the sales consultant who sold us the mattress would get back, I have now been on the phone to the manager who is refusing to reorder the correct size and who says that if they took the king size mattress back we would have to pay 50% charge - which would be another £200 without them even ordering the correct size for us. We now have a new mattress stuck in our hallway without being able to use it and will have to now order a new bedstead certainly not from this store. On no occasion did the sales consultant reiterate that it was the king-size that he had ordered. I would never go into another Furniture Village and will be advising my friends and family to do the same - customer service is absolutely horrendous!”

Helpful Report

Posted 9 years ago

“I brought a sofa for my son. Took ages for delivery not correspondance from the store. Rude if we phoned them. Written an email to complain to head office and no response there either. Finally deliverrd the sofa but lorry backed into the house and broke the gutting and suprise store wont take responsibility and the warehouse wont respond... never ever would recommend guildford store they fail on every aspect of customer care once they tske your money. This review is just out linning a few problems we have had”

Helpful Report

Posted 9 years ago

Furniture Village is rated 1.3 based on 1,073 reviews