Furniture Village Reviews

Name: Furniture Village
Address: 258 Bath RoadSlough, Berkshire
Rating: 1.31

1.3 Rating 1,114 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

“I would strongly advise against buying a bed from Furniture Village based on my experience. The bed delivered to my home was of noticeably poorer quality than the one we were shown in the showroom. I purchased a bed on 9 April 2026, which was delivered on 7 May 2026. Within four days of delivery, I reported several defects, including a misaligned ottoman frame, poor stitching and stretching of the headboard fabric, stains on the headboard, inconsistent quality of the bed feet, and a mattress that has still not fully expanded despite following the installation instructions. Since reporting the faults on 11 May, I have contacted Customer Care, visited the Leeds store, emailed the General Manager, and dealt with the Customer Experience team. I have also provided photographs, the requested batch label, and every piece of information they asked for. Despite nearly two months of emails, phone calls and repeated follow-ups, the complaint has still not been resolved. Communication has been poor throughout, and I have repeatedly had to chase for updates myself. It feels like nobody at Furniture Village has taken ownership of resolving this issue. The final straw came yesterday when I was told that the manufacturer was only prepared to replace the headboard. My complaint has never been limited to the headboard; I reported faults with the entire bed from the beginning. After waiting almost two months, this is simply not an acceptable solution. The most disappointing part has been the customer service. My family and I have purchased several items from Furniture Village over the years, but this experience has completely changed my opinion of the company. I am still making monthly payments for a bed that I do not want to keep because of its poor quality. If this is how Furniture Village handles genuine complaints about faulty products, I cannot recommend buying from them.”

Helpful Report

Posted 1 month ago

“Two £4,000 wardrobes delivered faulty: one missing its backboard and unbuildable, the other scratched and misaligned. A week of emails, no resolution, just blame passed to "the supplier". Worse, my £400 deposit paid in store was never credited, so the finance was set up on the full £4,000”

Helpful Report

Posted 1 month ago

“We were meant to get our 2 beds and kitchen table on wed 1st July got call on tues to say vehicle had broken down it will be the next day, they turned up a bed base was missing , at least we had one whole delivered so we had something to sleep on .The drivers said supervisor will call me ,have had to call them myself to arrange delivery of the missing base the next morning Will not be using these again .Spent a lot of money in the Ipswich which excellent customer service pity the after sales weren’t as good”

Helpful Report

Posted 1 month ago

“I have had two problems with my sofas. The first was sorted after 4 months, the second is more urgent but no urgency is forthcoming from Furniture Village other than to follow their drawn out protocol. I will await the outcome. Since there is a legal precedent for how long an item should be expected to last (usually six years for large items) plus whether the item is fit for purpose and/or of satisfactory quality irregardless of any company guarantee, a person can either elect for a repair, replacement or refund (an amount can be deducted from the full price for the time the item has been used). This is everyone’s legal right under the Consumer Rights Act 2015. After contacting the company, if it does not comply then resolution can be sought through small claims court at little cost to the individual. Having used this legal right in the past my experience is that companies do act before any court action. Customers with genuine after sales problems should be treated with understanding and care causing them the least stress. It is a sad indictment of companies if people have to complain to get a good after sales service.”

Helpful Report

Posted 1 month ago

“Brighton Furniture Village. After initial great instore service and a significant mattress and pillow purchase, my wife didn't get on with her pillow (spent 10mins lying on it, that night, within a pillow protector AND a pillow cover) and so we asked for a refund of one of the pillows the following day. At that stage they then informed us it's not their policy to take back pillows and so we could not have our money back. We should have been informed about this instore (we were comprehensively told about the no-refund policy with the mattress so why not the pillows?) - had I known this about the pillows I would not have spent £119 on each pillow. Please be aware if buying pillows, Furniture Village don't tell you this when buying. Very disappointed.”

Helpful Report

Posted 1 month ago

“I wrote this (below) on trust pilot. Furniture village replied the usual ‘contact us so we can help’ blah blah blah. In true Furniture Village fashion I did and they didn’t reply! STEER CLEAR OF THIS COMPANY!! I bought my sofa in October from the Lincoln store after moving into a new house. I bought the Emilia Standard U-Shaped Corner Sofa and was ‘thrown in’ some floor guard slides and fabric care kit. The sofa arrived with a pull in the fabric and it took months to get fixed (they just sent a new cushion cover and it was left on my doorstep in a blue bag). That aside, the sofa is the worse sofa I have ever had!!! If you’re reading this DO NOT spend £1500 on it as it’s awful! I get pins and needles every time I sit on it as the sofa is lower than the stool so you can’t put your legs up. The material initially feels ok but after a while you realise it’s incredibly cheap and it already looks worn. My last sofa I bought elsewhere and it lasted 10yrs and is still going strong in my brothers house (I wish I had never changed). This one is only 6 months old and I am going to give it away as I’d rather sit on the floor. Their service is awful also and it takes ages to get anywhere. Oh and the floorguard glides are a joke. They are just stuck on to the bottom of the stools and fall off the first time you move them!! If you’re reading this, go elsewhere and don’t waste your money like I have! Terrible.”

Helpful Report

Posted 1 month ago

“I ordered two bar stools on 4 May, with a maximum delivery/collection time of 14 days. Although my order was marked as ready for collection within the stated timeframe, when I arrived to collect it, only one stool was available because the other could not be located. The team tried to find the missing item but were unsuccessful, so they placed an order for a replacement, which was supposed to be delivered to me on Saturday, four weeks after the original order date. Unfortunately, I received a phone call that morning informing me that the warehouse again could not locate my order. I was told they would need to investigate once more, and that I would most likely have to wait another two weeks, with no guarantee that the bar stool would actually be available. What is most disappointing is the complete lack of apology, compensation, or clear information from the team. No one could provide a definite timeframe for when I would receive my order. It is shameful that such a large company does not treat its customers fairly. My money has been tied up since placing the order, yet I still have no guarantee of receiving what I paid for. This has been a completely disappointing experience, and I would not recommend ordering from this company.”

Helpful Report

Posted 2 months ago

“Furniture Village (FV) – Delayed Order 2091AF421 and Poor Communication The sales representative at the Furniture Village Watford branch advised that delivery would take approximately five weeks, although the written contract stated a timeframe of five to seven weeks. In reality, the order was not completed until nine weeks after purchase. While Furniture Village acted as the retailer and accepted the order, the armchairs themselves were manufactured by a subcontracted company engaged by FV. Communication throughout the process was extremely poor. Once the order exceeded the seven-week timeframe, I attempted repeatedly to contact an appropriate person to discuss the delay. This resulted in several days of unfulfilled promises that someone would return my calls, yet no one did so. Using publicly available information obtained from Companies House, I submitted a formal complaint to David Ayers, Operations Director at Furniture Village in Slough. I did not receive a direct response to my letter. Instead, an email apology from FV was eventually received on the day the items were finally delivered. The FV delivery depot in Dartford arranged three separate delivery bookings, each with a promised delivery window of 7:00am–10:00am, using an automated tracking system to provide progress updates. However, FV later admitted that on two of those occasions the items had not even arrived at the depot and had effectively been “lost” within their system. When delivery finally took place, the delivery team themselves were professional, courteous, and efficient, assembling the furniture promptly and without issue. Furniture Village clearly needs a dedicated and published escalation contact with the authority to resolve issues outside normal day-to-day customer service procedures. The absence of such a contact resulted in considerable time being spent attempting to reach multiple individuals with little or no outcome. In addition, FV should improve staff training in customer service, accountability, and ownership of customer enquiries. As a result of this experience, I now have concerns regarding the reliability and responsiveness of any aftercare services Furniture Village may provide in the future.”

Helpful Report

Posted 2 months ago

“Pretty terrible to be fair. £500 Mattress lasted 6 months until forming a pretty obvious dip. When we tried to claim back on guarantee, they wriggled out of it by saying the warranty was void.”

Helpful Report

Posted 3 months ago

“9 month old new dinning suite coffe table sofa over £15000 spent. Rust on all metal parts sofa.seats sinking recliner doest work propably. Customer care says its are.fault and wont do.any thing about it store dont care. Still fighting Avoid this place like plague only want your money.”

Helpful Report

Posted 3 months ago

“I ordered two Legend three seater sofas. They are only suitable for two people to sit on. This was agreed by a person Furniture Village brought in but they still would not let me return them. They are uncomfortable and not fut for purpose. I am so disappointed. I have tried everything and will now have to buy sofas elsewhere and hopefully sell what I have cheaply. I would never shop at Furniture Village again. .”

Helpful Report

Posted 3 months ago

“5 month old suite damaged recliners engineer reported our fault lived in same property sixty years so you can imagine how many suits including recliners we have had unbelievable we had children and grand children using and mistreating recliners absolutely fancifull tried to get in touch with village 15 waiting”

Helpful Report

Posted 4 months ago

“Firstly the item i wanted went up £150 over night so i purchased a mirror instead it arrived quite quickly but with no protection just a box ... so it was smashed in pieces i called furniture village recieved an email to attach an image of which they couldnt open.... so i was told to go online and open a chat which i did, the guy stated attach an image so i did he couldnt open it either so then i was told to send it in a different way i stated i didnt know how so i was told to seek advice from family and family!!!! I then said can i return it to store he said no do not go to store but then changed his mind and said i could if i wanted to and hed notify them so i said id be 40mins the store was open till 8pm i arrived at 7.10pm to a closed store! I then i called back no managers available for 3-5 days, not aloud to contact a manager they do it for you which takes 3-5 days, no collection date of the mirror available i have to wait 3-7 days no re delivery date given so now im just stuck with a smashed up mirror”

Helpful Report

Posted 4 months ago

“Update 12/3/20226 One seat on the 3 seater sofa has sunk and it feels like you are sitting in a bucket which you can't see from the photos, Furniture Village requested photos which were sent on the 18th February, no contact from them at all. I did chase them up by email and contact for in-between but i had to phone them today. They said from the photos it's just normal settling, but tge rest of the sofa is still perfectly fine, but they were not interested at all. I know it's 3 years old but to not even come and inspect it is totally disgusting and unprofessional to say the least.. please be mindful that the warranty isn't worth the paper it's written on... Ordered two sofas, a 2 and 3 seater, both powered recliners! Got a phone call in April saying our order was ready for delivery! 2 seater powered and a manual 3 seater! Nope that's not my order! The order was delayed while they tried to sort the mix-up out. I received an email asking if I would accept the manual recliner with a reduction in price! £150 with the words I hope you are not offended by this offer!!! Reply "totally offended". Long story short, we received the 2 seater 6th May, the 3 seater came 30th July, no word of sorry or anything, the delivery guy's were shocked to say the least that we had to wait so long, no fault of ours, 110% Furniture Village's fault.. With regards to the deliver and installation, I couldn't recommend both delivery teams more.”

Helpful Report

Posted 5 months ago

“2 x Faulty sofa creaking since day one, 5 months later and 3 technicians later matter still not resolved. Latest technician says sofas needs rebuilding. Furniture Village not responding to latest emails.”

Helpful Report

Posted 5 months ago

“Extremely disappointed with with Furniture Village. Let me start with Formal Complaint Number 2565396, so Furniture Village can see this is a real case and not just “angry review.” I’m a real customer and this is a real experience with a very real disappointment. If Furniture Village cares more about their Trustpilot score than actually caring about their customers, then maybe this issue will finally get some attention. One 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’s where the good experience ends. After that, it feels like everything becomes your problem. We bought a leather sofa for £1,300 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. Since then, we’ve been sent back and forth between Furniture Village and the insurance provider, each pushing responsibility onto the other. The insurer says it’s 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. At the end of the day, we just wanted Furniture Village to step in and show some care. It doesn’t 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. So 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’ve paid, you’re on your own. And you’ll likely be left feeling frustrated, angry and disappointed, just like we are. We genuinely expected better from a national retailer of this size and reputation.”

Helpful Report

Posted 5 months ago

“Avoid Furniture Village – stressful, drawn out and no common sense Do not shop with Furniture Village. Our experience has been incredibly stressful and poorly handled from start to finish. From the initial delivery, there were issues. One of the cushion covers arrived ripped. Instead of sending the correct replacement, they sent the cushion filling (which we didn’t need), then sent the wrong cushion cover. It took a very long time to finally receive the correct one. Six months after delivery, another serious issue arose. One of the back seat cushions began dipping significantly, while all the other cushions remain in excellent condition. We don’t even sit in this seat often. Given the sofa is less than a year old and cost £1,300, this is completely unacceptable and clearly suggests faulty filling. We sent photos and requested a replacement cushion, but Furniture Village decided — purely from photos — that it was somehow our fault and refused to replace it. No common sense has been used at any stage. We explained repeatedly that the sofa is under a year old and that normal use should not result in a cushion collapsing after six months. After three months of back-and-forth, they then told us to use the insurance we purchased with the sofa. The insurer confirmed they cannot help because the issue arose within the first year and is therefore Furniture Village’s responsibility. Only then did Furniture Village agree to arrange an inspection — while still warning us they would likely blame us again. They have since changed their explanation to “natural settlement of the filling,” despite this cushion looking completely different from all the others. The inspection company isn’t available for another month, only offers one day, and requires someone to be home between 8am–6pm, which is completely impractical when you have a baby. I have repeatedly asked for the complaints procedure and for my complaint to be escalated, and they have refused every time. It has now been three months since this issue was raised, with no resolution in sight. If anything goes wrong on delivery or within the first year, be prepared for stress, delays, blame, and zero accountability. Absolutely not worth it.”

Helpful Report

Posted 6 months ago

“This company’s handling of our order has been wholly unacceptable. The sofa was delivered late and, in addition, in the incorrect configuration, demonstrating a clear failure to meet the agreed contract. Customer service throughout has been extremely poor and unresponsive. Despite confirming that the order had been cancelled, the company failed to ensure the associated finance agreement was cancelled, resulting in an unauthorised charge being taken. This is a serious administrative failure. Overall, there appears to be a complete lack of accountability or concern for the customer. Based on our experience, I would strongly advise others to exercise caution before ordering from this company.”

Helpful Report

Posted 7 months ago

“Do not buy from this store, we recently spent thousands on 3 items and 2 of the items came broken or without critical pieces, think of a wardrobe with no doors, and a chest of drawers that cant hold any items without falling to pieces, and its been like pulling teeth trying to get anyone to speak to me, then getting a solution does not seem forth coming. Every promise to call me back, email me just falls on deaf ears. Just avoid and save your self the stress and hassle”

Helpful Report

Posted 7 months ago

“I would give no stars but no option for that. After purchasing a Mattress and Ottoman from the Slough Store which seemed to be seemless then developed into a nightmare for us The first delivery date was cancelled at short notice and re-booked for 4 days later. When the delivery turned up of a King Plus Size Mattress and Black ottoman, the headboard turned up it was Pink and a Double. Due to this the bed frame could not be put up so we spent 4 days on the floor waiting for them to locate our headboard. When delivery arrived we were not informed they were coming and the delivery guys thought they were there to pick up the pink headboard and deliver the black one, no mention of them putting it up, but they did which was really good of them as this would have impacted their working day. However when putting the bed up the ottoman would not support the weight of the mattress. After 3 weeks of ringing and emailing customer care and dealing with the Slough Store their suggestion is buying another ottoman that can support the weight of the mattress at an additoinal cost of £400 + to me, I was working on a budget and this is still the case. The excuse from Slough for being mis-sold a ottoman that does not support the mattress as a printing error from the manufacturer. If you want a bed delivered in time for Christmas, they may meet that promise but it probably wont be the bed you ordered, in the right colour, or fit for purpose and on top of this customer care is rubbish and keeps sending you back to the store that have already mis-sold you. You would probably be better building your own bedframe out of pallets”

Helpful Report

Posted 8 months ago

Furniture Village is rated 1.3 based on 1,114 reviews