Furniture Village

I bought a leather suite from Furniture village just under five years ago. The dye is coming out, it has split. They sent out an? Independant? Examiner. He said he would recommend panel be replaced. Furniture village turned that into external contamination. The split is where my head rests. I am nearly bald I do not wear any hair dressing. The last suite I bought ( not from Furniture Village) lasted 20 years. It was still in good order when I gave it away, I wanted electric footrests. I don`t know where they buy their furniture but it is rubbish. Don`t waste your money like I did. The other chair and settee are perfect but they will end up on the tip. Alexander Bevan

Bad furniture and worse customer service. I have bought furniture from here less than 2 years ago, had issues with parts (clips) which I reported a month ago. No updates so called back and they are refusing to come take a look or fix the parts even though it is still under parts guarantee.
Plan to goto the financial ombudsman to report this next

Bought a mattress for it to arrive full of holes and stitching coming out all over as with others you can ring and speak to someone only to be lied to over and over again I have an email saying a replacement would be sent guess what nothing be warned never purchase anything from these people the photos are just two of the many faults that continue all the way around the mattress which is a sleepeezee another company I won't use again one star is far two generous they don't deserve any

Look at the photos and see if you can spot what my issue with this product is! Apparently FV think this is acceptable. I paid nearly £1000 for this table and extension leaf. Not fit for purpose and thy could not care less! Customer service department is a joke and couldn't give a monkeys. Fobbed off again and again with no offer to replace or refund. Small claims court here I come.

Poor; shabby and neglectful customer service.
Over priced and poor quality products made worse by an unreliable delivery time and a cancellation fee that is really harsh and was not pointed out.

Hope they go down under and don't pop back up online!

Having ordered online which was very easy, sadly the experience with FV has not been as good since!
Firstly a change in price before delivery meant i spent 80 mins ringing a helpline only to be told to ring another number to get the new price! Since then Nothing has been sent to reaffirm the New Price & on top of that only half of the order arrived with No explanation on site of after delivery as to where the other item is Or when it is likely to be delivered! No response to emails from FV... Poor show

Three weeks post delivery of damaged table and chairs still waiting for Furniture Village customer service to take responsibility for acceptable resolution.
Managers won't accept complaint calls.

Furniture Village is not the only retailer that sells tables and chairs.

For high ticket items consider other stores

Bought a mattress for my special need child. Found out later on the same size mattress will not go through my staircase as there is two sharp bend. Had to return another mattress from ikea for same reason. Tried to call furniture village not to send the mattress and to refund. Gone through voice mail, left message, a very rude lady said it's ready and I have to pay 100% of mattress price as cancellation fees as it has been made. Finally told me to speak to manager of the branch. I called today, they said they gonna call me back tomorrow.
I am a NHS doctor, I am extremely busy, on night shift on that time. But I had to keep me wake up to get the phone call back, which never came. I had to chase them several times before getting someone to speak to again and got the answer that they have ordered it, so no return and no matter it will fit my stair case or not, they will deliver it.

Expensive leather sofa bed delivered in Dec 15 with a faulty mechanism.

The replacement mechanism arrived 4 months later but the delivery team did not know how to fit it. Now I am again in a position where I am trying to get someone to call me with a resolution and the lack of response is breathtaking.

Do not buy with any confidence from this company

I am having a nightmare with Furniture Village, and from reading reviews it seems there are plenty of others like me.

I was overcharged and sent the wrong size sofa. I had to fight to return this, I was passed from pillow to post for over a month, no one would take responsibility. I am now left trying to sort the finance out, again no one will take responsibly, I am left worried that this is going to affect my credit rating.

To top it off, the bed I ordered come broken, I am again being pasted from pillow to post, I have been going round in circles for the past six weeks. The customer care team are terrible, their customer service is shocking! They refuse to put me onto a manager.

The next step will have to be taking them to court. Thank god I have everything in writing. Natalie

Terrible company, I have tried 3 times with 3 different members of staff to resolve the matter, including the manager of the store. Every time told that the issue would be resolved! 3 months later, no contact not interested, despite guarantee in place. Guarantee is absolutely worthless, please people do not trust this store.

Bought a corner sofa from The Furniture Village in 2015.
Only had the couch a few weeks and one of the springs went. We took the cover off to find that the springs were connected with a small *** PLASTIC *** Connector. It was this which broke. We could not believe that this most important part of the sofas structure was fastened with just plastic and a few staples.

Really disappointed and it was a £2,000 sofa and we are afraid that even if they fix it, it will just happen again.
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Update:
Still not very happy, Furniture Village are slow at getting back to me not returning my calls nor doing as agreed on the phone. Still awaiting for a satisfactory conclusion to the issue of these plastic connectors being replaced for metal ones.

Ordered a bed nearly 9 weeks ago. Went in a few weeks ago and was told they would call to update me. Am still waiting. Our bed has gone so we sleep on the mattress on the floor. Find somewhere else. Abysmal Customer Service.

They have replied to my previous review and advised me to contact them. However, it took them a long time to respond with a number of default replies, e.g. 'contact us/email us at:...'

After several attempts of contacting them, they said they could not replace it as it should have been reported within 7 days of delivery and it left in a safe place. Define 'safe place'? They said they would leave a card or a notification stating where they have left the product but there was no advice/card. As you can see from the photos, it was literally left leaning on the door. The product was obviously missing a screw and with cracks on it.
This is extremely disappointing as we'd made quite a big order at almost £7k and we were promised in-store that they'd be happy to address any concerns immediately given the order size! If this is the service given for a sizeable order, I can only imagine the service the complaints team give with smaller orders!

Bought a leather suite from Furniture Village and within a few months the leather has stretched out of shape and is pooling. An independent assessor said that the foam underneath is poor quality. Furniture village don't accept any responsibility for the problem. Haven't had any problems with leather suites before. It isn't fit for purpose. Will be taking the matter further.

I have called multiple times and get told the same story over and over again that my sofa is with the Guildford warehouse waiting to be sent the southampton warehouse. When i have called for the past 4 weeks i have been told there is an urgent note saying it will be delivered to the other warehouse. Still waiting after they told me it would arrive after 3-5 days. Customer service is shocking no body ever calls you back. If i didn't already not have a sofa i would have cancelled my order a long time ago and gone elsewhere.

Furniture village, don't know the meaning of customer care, once they have got your money, they don't answer your calls, phone you back, lie to you about what is happening, when you go into the store itself just to get rid of you.
Been waiting since July for my order it is now January 2022

Still haven't refunded my money it's been 6 weeks!

Sent damaged table to us. Requested refund, they picked it up but never sent money back.

Emailed and got no response. I call and all I get is someone will call you back. Guess what... No one does, have to call them back again and still no answers.

Absolute joke of a company

This is the first and last time i ever shop with furniture village. Soon as you have paid a deposit they never give you the service you deserve. In my case the sales person was not interested in talking with me regarding the sample i had asked to be sent. I waited 13 weeks for delivery and was told the delivery date would be set only when the account was cleared. Once the final payment was taken they gave me a date two weeks after i needed the furniture. They have so many strange rules which is fine. The most important thing for me is that the staff attitude towards the customer is bad, i personally experienced this across two branches.

Stay away from this fraud company. It's all roses when they want your money. However, when there's a problem they send in the cowboys to try to fix it and when they can't fix it they shy away from their 20 year structural guarantee. Then to even make it worse they only refund you part of the value of the furniture. Then they take the absolute Micky out of paying out, even after collecting the furniture. They should be ashamed of themselves. I will never walk in their store and I recommend future customers please save your money and go to a reputable company. This company just want to loot you.

Mis-sold a £900 mattress in furniture village in Thurrock. Explicitely told it was medium firm and good if you have a back problem only to find it was medium soft and like a sponge when it was delivered. Store manager refused to call me back until their own customer services insisted and then flatly refused to help with either refund or exchange stating their T&Cs as an excuse for me to lose £900. No attempt to compromise even though online orders can be exchanged within 14 days. Shocking, uncaring service, which has left my heavily pregnant wife very distressed. They don't even pretend to care, it's just about rushing you to sign and take your money.

We purchased 3 pieces of furniture from the Missouri leather range in Aintree Liverpool and after a week one of the arm pads has failed and Furniture Village were informed immediately they sent a technician who they claim is independent but believe me they aren't anyway we received a report back today saying that there wasn't anything untoward wrong with the arm and there was nothing they were prepared to do! In other areas if you found a product was faulty after 14 days you could send it back! Full on view of the 2 seater sofa then 2 photos of the cushion pads on the arms 1 left & 1 Right and it is quite obvious that an arm pad should not look like this after little or no use!

Once they have your money forget it! Nightmare company to deal with. I can't even begin to explain the runaround I've had from the Reading store... zero stars don't exist and even that is too much for this bunch of idiots. Couldn't run a booze-up in a brewery... weeks and weeks later I just cancelled my order after so much waiting in and days where they didn't turn up... just make you wanna scream... avoid at all costs unless you fancy wasting your life chasing these morons