Furniture Village Reviews

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

1.3 Rating 1,099 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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"Extremely disappointed with with Furniture Village.\r\nLet me start with Formal Complaint Number 2565396, so Furniture Village can see this is a real case and not just \u201cangry review.\u201d I\u2019m a real customer and this is a real experience with a very real disappointment.\r\n\r\nIf Furniture Village cares more about their Trustpilot score than actually caring about their customers, then maybe this issue will finally get some attention.\r\n\r\nOne thing Furniture Village does very well is selling. The showroom experience is smooth, friendly and professional, honestly 10 out of 10. But once the sale is done, that\u2019s where the good experience ends. After that, it feels like everything becomes your problem.\r\n\r\nWe bought a leather sofa for \u00a31,300 and paid extra for insurance so we would be covered if anything went wrong, just in case. Yet just over a year later, the leather started peeling off at the headrest and armrest on one side of the sofa. That should not be happening on a sofa in this price range.\r\n\r\nSince then, we\u2019ve been sent back and forth between Furniture Village and the insurance provider, each pushing responsibility onto the other. The insurer says it\u2019s poor material quality and tells us to go back to Furniture Village, which actually make sense. Furniture Village sends an assessor from Emmieragroup who was extremely disrespectful and then directs us back to the insurer, claiming the sofa was damaged, which is simply not true.\r\n\r\nAt the end of the day, we just wanted Furniture Village to step in and show some care. It doesn\u2019t matter to us who fixes it. We bought the sofa from them, we bought insurance from them, so naturally we expect them to take responsibility and sort it out. Instead, everything has been pushed back onto us.\r\n\r\nSo is it worth paying a premium price just for a good sales experience and a free cup of coffee? Absolutely not. I would seriously encourage anyone to think twice before buying from these polished showroom sellers, because once you\u2019ve paid, you\u2019re on your own. And you\u2019ll likely be left feeling frustrated, angry and disappointed, just like we are. \r\nWe genuinely expected better from a national retailer of this size and reputation."

Furniture Village 1 star review on 21st February 2026

Ovidijus

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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196

Anonymous

Anonymous // 01/01/2019

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

“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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 years ago

“Can anyone assist as to where to go from here as I am getting nowhere with the customer care team, I am left with a bed that was broken on arrival, which they refuse to do anything about. I have over charges on my fiance, which again they refuse to do anything about. I am having sleepless nights over this. I am thinking, smalls claims is next, I have so much evidence in writing, I can't believe how bad they are”

Helpful Report

Posted 7 years ago

“Warning Everybody. I am having a nightmare with Furniture Village's after care. I am now reading reviews and seeing that lots of others are having the same issue. They are great when you are in the store, however their attention to detail and after care is terrible. I was over charged and sent the wrong size sofa. I had to fight for ages to get the sofa taken back. I am still trying to get the sofa and over charges taken off my fiance, no one will take responsibility, I am worried this is going to black list my name. My bed I brought from them broke after one month. They are refusing to take any responsibility. I am going round and round in circles. The customer care team refuse to put me on to a manger. Can anyone offer advice on where to go next, I am thinking small claims? I am shocked at the treatment I have received and would not wish this on anyone. I have ordered items from Wayfair and DFS, fantastic! Please read their reviews before ordering anything from them, shocking, there are many people left in the same boat as me looking at the reviews left.”

Helpful Report

Posted 7 years ago

“Awfull service from Cambridge when we went into to store to change things the salesman was rude and very intimidating made us feel we didn't have option to do any thing walked of like a spoilt child mumbling under his breath! Absolute disgrace never use again”

Helpful Report

Posted 7 years ago

“Please read till end !!! I wouldn't Evan give 1star if possible. So when I first went to the wednesbury store I thought the same as the other people on here lovely staff really attentive but I was quickly mistaken they are so nice while taking your money but please read on I'm not just one of those people who moan I hate them myself but this place is unreal. Firstly I ordered a sofa and paid £500 for extra back. I was told my sofa would arrive before Christmas and it did after 6/7 phone calls and days of work waisted because they DONT call you to say it's not coming so you will have to call them. When the sofa did come guess what is was missing the backs but I thought well things happen I'll call them but while being told I was lying about them by delivery staff I was then told by the store we forgot to order them but we will have them with you just 2 weeks wait so I thought ok 2 weeks not a big deal. Only 3 month later still not here !!!! I've called them about 30/40 times been on the phone to mangers and believe me I'm understanding but to be told time n time again another week , mangers laughing on the phone as they didn't put the phone on hold properly and then to be told they ran out of fabric to make them and if I can't wait then they will come and collect it on the 24th December ! After hours of I'm just going to be honest an argument with the manger I was then told they would be here a week after Christmas an if I wanted them I will have to pick them up myself as they can't deliver they are to busy but for the inconvenience he would take of the delivery change which I found laughable in all honestly n couldn't believe he made out he was doing me a favour he then did offer £80 but that was not the store no that was from the maker to apologise for the wait due to furniture village. I called today and was told they where there and I had to go and get them as he had removed delivery and in all honesty I can't Evan be bothered to argue about it I just will collect them but this is the bit that topped it of for me. I CALLED THE STORE TO TELL THEM I WAS GOING TO REPORT THEM TO TRADING STANDERDS SO THEY CANT DO THIS TO OTHER PEOPLE AND I WAS TOLD BY A MEMBER OF STAFF PLEASE DONT REPORT ME ITS THE MANGERS IV HEARD THEM TALKING AFTER YOU HAVE CALLED AND I TRIED TO HELP AND THEY SAID NOT TO BOTHER AND TO STOP GETTING INVOLVED HE THEN SAID THE MANGERS WONT LET THEM HELP PEOPLE AS THE MORE THEY DO FOR PEOPLE THE MORE PROFET THEY LOSE AND HE TOLD ME HE IS REALLY SORRY BUT HE COULDNT HELP MORE AND I ASKED IF THIS WAS JUST ME IT HAD HAPPENED TO AND WAS TOLD NO ITS ALL THE TIME THEY DONT CARE AND STOP PEOPLE FROM HELPING CUSTOMERS AND SAY F**CK THEM ITS NOT OUR PROBLEM NOW WE HAVE THERE MONEY BUT WE COULD OF HAD THEM SORTED AGES AGO FOR YOU BUT THEY SAID NOT TO WAIST MY TIME AND TO MAKE YOU WAIT !! I'm sorry but the store needs closing if this is the case and you should be ashamed of your selves he gave me there names and I will be reporting them and i would look into actually getting mangers with customer service skills your a big company and treat staff and customers this way is horrendous! Please please don't use this company if you do good luck”

Helpful Report

Posted 7 years ago

“furniture village are an absolute disgrace. I ordered a lamp on 26/12/18. They state on the email that items will be delivered within 7 days, if you live within 40 miles of the warehouse (which I do). It took several phone calls to customer services, and to the warehouse to get the item delivered which took over a week. The warehouse do not answer their phone, and they are impossible to get into contact with. Finally, the floor lamp arrived on Monday 7th January. However, the lamp arrived with scratches over the base and where the wire is connected to the lamp, it was chipped. I contacted customer services, who asked me to take photographs and send these into the email address they provided. The automatic response states that you should receive a response within 3 working days, it is now 5 working days and I still have not had a response. I have decided to keep the lamp based on the premise that the lamp is hidden behind the sofa. I knew it was going to be a nightmare to attempt a refund or an exchange based on the service I had already received. ABSOLUTELY SHOCKING. PLEASE DO NOT PURCHASE ANYTHING FROM FURNITURE VILLAGE. They ought to be disgusted with themselves.”

Helpful Report

Posted 7 years ago

“Bedroom units, including wardrobes purchased, should have looked closer at the display units. Although these were delivered pre-assembled, construction of these units is exactly the same as any flat pack furniture but these cost about 5 times the price. The colour of the glossy front panels has faded and now looks old after only 6 months.”

Helpful Report

Posted 7 years ago

“Ordered a footstool on the 7th October last year and was advised that it was a 11 week wait. On the 23rd of December we rang to see if the stool was in and were told it had come into the warehouse on 17th December. Six phone calls and numerous promises from manager to get the footstool from the warehouse into the store so that we could collect it we cancelled the order on 5th January,with the manager promising to have it in the following Tuesday. Come on Furniture Village your warehouse is only in M K!!! How hard is it to put the stool on one of the numerous deliveries you have to the store each week. Absolute rubbish service!!! The one star rating given for the polite service given by the 1st salesman who took the original order.”

Helpful Report

Posted 7 years ago

“Promised pre Christmas delivery never happened phoned customer services promised delivery on 31st of December never happened phoned today basically not interested cancelled order still not bothered my advise shop elsewhere by the way we ordered the furniture in October priced at £1300 now sale price of £900 but advised at a pre- sale price of £1600”

Helpful Report

Posted 7 years ago

“Extremely bad service, from customer services I have bought a table from furniture village, when I noticed the table had areas on it that had not been varnished. I contacted the store and customer services and was informed that I had to first use guardsman. Guardsman came and confirmed that there was a problem with the manufacturer of the table, they also said there was scratch marks, and three black marks. Guardsman asked me to forward the report to furniture village. In the early feb/mar I bought the letter to my local store, they agreed that the report stated it was a manufacturer fault, and they took the report and sent it to customer services. Ten months later, requests from several people people, alleging no receipt, pictures sent, lost on there system, each person I spoke to requested either a another copy, or stated they wanted something else. After several conversations, over fourty phone calls, I was told they disagree with guardsmans report, and that the supervisor who has lots of experience has decided that it must be wear and tear, and nothing to do with what is written in the report. Let me please make it clear No One from furniture village, has been to my home, No one apart from guardsman has been in my home, yet it i was told, damage could be due to my home conditions. My warning to everyone, is that furniture village customer service team, actually let down customers, are not able to share information and a problem bought yo their attention nearly a year ago, has still not been resolved appropriately..”

Helpful Report

Posted 7 years ago

Furniture Village is rated 1.3 based on 1,099 reviews