Furniture Village

Ordered a table in Dec.last year it took nearly four months to arrive.faulty on delivery.nightmare to sort complaint...independent assessor called to confirm the fault.waited ages for the replacement table...even more faulty than the first...delivery team returned it...Still not received a quality as showroom fit for purpose table after another 4 weeks...aftercare pass you around.made to wait all the time...never again will this store have any business from us or anyone who I know...worst resolution service ever! Stay away

Unreliable, untrustworthy, and unprofessional.

I purchased a £900 partially assembled wardrobe last month over the phone from Joel at the New Malden store. When the delivery team (an external company with no affiliation to Furniture Village—huge red flag) attempted to bring it upstairs, the wardrobe was damaged. They took photos and assured me it would be reported, but this turned out to be false, as they later denied any damage had occurred. Despite their attempts, they claimed the wardrobe wouldn't fit and rejected it due to an "access issue," when the real problem was the damage. This was especially surprising since a 5ft king-size ottoman bed had been delivered just a week earlier with no issues.

The wardrobe was returned to the delivery depot, where the manager also denied the damage and maintained that it didn't fit.

It's now been almost a month, and I've had to struggle daily to get any updates on compensation, a refund, or an exchange. I've called the New Malden store every day, multiple times, only to be told, "We will call you back," but I've never received a call. I had been in contact with the store manager, Addy, who has since mysteriously left the company (which is hardly surprising). I even visited my nearest store for assistance, but they refused to help, saying it would be like "stealing money from another branch"—how ironic.

They have essentially stolen my money. If this issue isn't resolved after this review, I will escalate it to a tribunal and pursue Furniture Village in small claims court.

This is not a family-oriented company. They have no values, no customer care—just another money-grabbing business.

Sold an ex display adjustable bed for nearly £2000 delivered that exploded a few weeks later. I explained to customer services that I'm terminally ill, can't lay flat and having to sleep in a chair as sent my hospital bed back as I hated the thought of dying in one and asked if this could be fixed asap. Customer services told me I'd be contacted within 72hrs with a technician date, didn't happen. A week later, they had forgotten to raise the repair. Promised a visit the following Monday, no one showed up. Promised again a visit the following week and the bed would be repaired the same day. They turned up just to inspect it where I was told the bed had 4 broken legs, no links, an exploded motor, casing off another and was shocked Furniture Village had sold/delivered a bed in this condition. Another 10 days wait and another no show. Furniture village then finally agreed to refund the purchase price and delivery cost once the beds collected and again promised a call back with a collection date. 9 days on, more broken promises of call backs and I'm still waiting for a collection date!
I can't afford another bed until I receive my refund, my partner's lost 3 days work waiting for technicians and the stress of weeks and weeks of calls and sleeping in a chair, being told by one employee that he hopes I feel better soon is not acceptable!
Furniture Village you should be ashamed!

We purchased our table from them 3 years ago. Last month, luckily my husband and children were at school and work when I heard a horrific sound to find our glass table had exploded into thousands of pieces. The impact knocked a chair over and had pieces of glass stuck in the wall.
They don't want to know and suggested we had sat or led on it, when I said no they said it would be due to the temperature. No apology or anything

I bought some items in October 2022 from the Furniture Village York and I had to return one of the items as they were damaged during delivery and cancel another because they didn't have the correct measurements.
Now after more than one year they have still not refunded the money and every time I call they say they will look in to it and make refunds but do not seem to follow through. I have not seen such a poor customer service anywhere else. I thought of writing this review as Furniture Village doesn't seem to have any contact details where we could raise such issues or get assistance to resolve these. Hope this review will help customers who are thinking of making purchases from Furniture Village.

I am writing to express my disappointed with the service I have received from your company and the ongoing lack of care and consideration with our complaint.

We Placed an order for a Storage Bed and Extending Dining Table on the 7th of January 2023, we received the Bed on the 12th of April 2023,

We called your after Sales team in November 2023 regarding a fault with the bed, the bed was creaking and making a lot of noise when anyone lay or sat on it, It has also been really been uncomfortable causing myself and my wife issues with our backs, shoulders etc.

Your furniture inspector told us the bed should have had a central support between the head and foot area, which would have supported the base where the mattress sits, as this wasn't in its design it has caused the boards to warp and as a result caused the noise and discomfort we have faced for the last 9 months.

I called your after sales team in January of this year, then March and each time I have been told your team are waiting on an expected date for the parts from the Manufacturer, which I assume is in Europe, will arrive and then a date will be given to install the faulty parts.
We are now at the end of April, and we have had no update.
I worked for John Lewis for many years, and I know that it would not be as easy as adding a central support to a bed, the support would need to be attached and this could compromise the bed.

Can you by return, explain: Are you really waiting for a part and who would attach this, or are you just wasting my time?

I am sure we are not the only people experiencing this issue and it is obviously a fault in the design of the bed.

I would have expected to be offered an alternative, as the bed is "not as described", this refers to Section 23 of the consumers rights act, or by now, a reasonable update on when this matter will be resolved.

I purchased two leather sofas which looked awful after just six weeks. I contacted FV and they sent a technician out who advised me it was an Italian sofa and a loose fit style as the Italians favour the lived in look. If I'd wanted the look I have after just six weeks of minimal use I could have bought a second hand sofa. I will add photos so you can judge for yourself but based on my experience I would avoid at all costs.

Furniture Village are great when things are going well but when they go badly they are a total disaster. I have already started one section 75 to recover my money and think this is going to get worse and worse because they will not keep their word. 3 deliveries, two were fantastic but the last one went wrong and it is such a shame as it would be so much easier for them to put it right than to take their current road - avoid if you can

I waited 8 weeks for a table to arrive, when you delivered it was the wrong table, your staff are so rude and unprofessional. They do not help the costumer instead they close the phone on us.

Worst company to shop with keep away people

Terrible - do not buy from them.
I paid extra to have my old mattress taken away when they delivered the new one. The delivery company refused to take it as it was not stated their documentation and the shop will not refund the collection/disposal cost.

Sofa only just over two, brought from Stevenage store, worn terrible, tried to get help, some common sense, but rude staff, one staff member was coming to look at it, but didn't turn up, on another occasion, lost call, and he didn't call back, told by a manager no help, option to go to Ombudsman, will never use this company again.

Ordered a wardrobe end of 2020, installed by cowboys on 04/02/21 leaving the wardrobe in a dangerous condition (follow up fitters words not mine), numerous issues with poor quality fittings breaking. Wardrobe is in spare room so rarely used but has broken three times already. Hours spent waiting in for remediation visits. Hours spent on hold on phone lines, Promises to return phone calls that never materialised. Worst company I have ever dealt with bar none. Avoid like the plague.

1 star is too generous

I returned a faulty sofa for weeks ago and still have not been refunded. I called numerous times to be told the system was down and someone will call me back. No ever has. Yet they are still happily showing people around showrooms taking orders. It seems once they have your money that is it! I feel robbed.

My Dune Sofa now qualifies as my worst purchase ever and the subsequent customer service has been even worse. The sofas look great in store but god help you if you dare to sit on them... they just turn into a total mess, mine looks at least ten years old after a month of use.
Normally if you were dealing with someone decent this would be easy to resolve but not these cowboys... email and complain and they will reply by saying what a shame it is that you are not happy with your sofa but that's about all you will get from them.
I will see you in court.

If you have a problem with your furniture they will refuse to rectify. Expensive sofa's that now have insufficient fillings in back cushions to support the leather. Sofa only six months old but you wouldn't think so to look at it. They send out a technician who agrees there is a fault but actually writes a report to say no fault. He was more interested in leaving our property obtaining a signature so he could get paid by Furniture Village. I have written approx 25 emails, they dont answer questions, repeat the same information over and over and you get passed round their office. Disgraceful customer service. Small claims court here I come. Disgraceful company, avoid at all cost.

Go elsewhere, they'll give you a delivery date but then make excuses, blame the couriers which may be sub contracted and not their own delivery people. Our stuff has been delivered to their warehouse and will have been sat there for 2 to 3 weeks before the courier will be calling to arrange delivery. So who knows how much longer after that until the stuff finally gets here. They won't tell you that when you're in their store buying but once they've got your money you'll find that the customer service is appalling. Just come off the phone to the store in Chester and putting it politely the guy was unapologetic and quite condescending. Go elsewhere

Ordered a table and chairs matching sideboard and TV unit Arrived 6/7 weeks later December 2017 the whole lot arrived damaged the delivery man took photos of the damage and we were told all the furniture would be replaced end of January (still nothing) February 2018 non stop promises to sort things out to no avail. They promise time and time again they will ring back but they never do excuse after excuse. What chance have l got of the 10 year guarantee they promised me on all my furniture. I really am at a loss will never buy anything from this firm again

Mr Garnett, Steve was an absolute genius he answered all my questions better than a politician? What i mean is he knew his products gave me straight answers and a very good deal. Cheers Steve i will
Recommend you and furniture village to anyone. Thanks again
David MacDonald

Furniture village gain a lot of their sales through the promotion of lengthy guarantee's. It is nice to have that peace of mind from the get-go. However, having recently purchased a £1,600 Hypnos mattress (18 months ago), furniture village suggested that the 20 year guarantee was void due to some fake tan stains slightly coming through onto the outer layer. Unfortunately, our mattress has a huge concave in the middle of it which massively impacts our sleep. The marks on the mattress do not explain as to why the integrity of the product has diminished within such a short time frame and I am extremely disappointed in the customer service I was provided as a result. Even with using a cover sheet, it would be almost impossible to have a completely spotless mattress which means the guarantee would be valid. A shameful service.

Brought a Standered lamp on line, took 5 months to arrive, no communication whatsoever from Furniture Village, always having to contact them and that was a mammoth task on its own, waiting on the phone for an hour at a time being 38 in queue to be given empty promises on its arrival. When it eventually arrived it was damaged, scratched on the base. Back to being 38 in the queue. Was told they would send another,"no thanks not waiting another 5 months" FV "oh we will get a replacement to you quicker" Really! There were no words! It's going back. God knows how long it will take to get a refund! Never going to get anything from this company again, wish I'd read these reviews first.
I only put 1 star because I had to.

Ordered dining table end of dec 21 we are now beginning of June 22 and still no sign. We paid in full in good faith. Lie after lie as to where it is, whilst our money is gaining interest in their bank. Cancelled order after being persuaded not too on numerous occasions. Ordered from another store and being delivered in 1 week. My advice Avoid FV at all costs!

Steve and Kyle who delivered our furniture today 11november, were fantastic. They brought the sofas in with care, removed all the packaging and cleared it away into their van. Two very cheerful and pleasant workers. Thankyou.

We would just like to thank Stephen Allgar for the wonderful service we received when we visited the store in Peterborough in April, we purchased a leather three and two piece settee, which was delivered today by to very nice gentleman, over the moon with it, also like to mention Adrian Griffiths who dealt with me and my partner when we went in to pay, very polite, we were also kept informed in the last few days of the time and delivery date, although the company we're struggling because of computer problems, thank you all once again for your professional service...