Furniture Village

Sofa bed which has been used a dozen times max over 18 months. The bed had a bent hinge so after 3 months of chasing, 8 calls, 1 returned call we have up and accepted the FV offer of £500 (£800 purchase price) despite being under warranty as they couldn't replace the part. They just do nothing and hope that you accept they insulting offer they make... And this time they were right

Very terrible experience. I went to the store to cancel an order, was promised it will arrive before christmas but didnt.
The general manager was very rude, he did not tell me his full name, i asked because he was not wearing a name badge and i needed to know who i was talking to. When i asked for their refund policy, i was simply told, there is none. The manager refused to tell me how to escalate the issue further when i insisted i wanted the order cancelled, since i havent received them. I was shocked when he told me he will not accept my request to cancel and he will deliver the furniture to my lawn, again not indicating when that will be. I have an audio recording of him saying he will deliver the furniture to my lawn

Purchased a stool on the 31st January and was told the lead time was 5 weeks. I am still waiting. 2 delivery dates have been received but as yet the goods have not materialised. Spoke today to the Depot in Southampton who state that they have received the goods but cannot locate them. Unbelievable shoddy after sales. Will wait a little longer and will then be contacting my Bank for them to chase up the payment (taken on the day of the order) for a full refund if the goods do not arrive. A lesson learnt I will never purchase through Furniture Village again.

Made a significant £2k+ purchase of a dining room table and chairs. Just coming up to a year old and the metal base has rust on it. Took pictures and sent them to their customer service. Response was this is an environmental issue and not covered by warranty. We are being asked to get an independent furniture assessor to write a report. Not sure how you can have an environmental issue in a central heated dining room? The metal chairs have not rusted.

As we purchased on finance we will be progressing with the Finance Company if they wish us to continue paying for it. Then small claims court.

I would advise you to consider carefully before purchasing from this company.

I ordered a bed from Leicester in January and it was delivered and assembled on 27/2 it was faulty and in spite of hours(literally hours) on the phone, numerous emails and 3 visits to my local store the missing parts have not been installed. I had also bought a mattress from my local store and have had to cancel delivery of that twice. So nearly £2000 of my money and I still don't have a bed to sleep on. I'd like my money back but what are the chances. Avoid this company.

This is without a doubt the worst customer service I have ever received. I have been in contact with the call centre to discuss this but to no avail.
We ordered a dining table, set of 4 chairs and a separate bench from them in October 2019. 7 months on we are having quality issues with what has been received.
The table and chairs were only delivered before Xmas due to our constant harassment and chasing, and were finally sent without the bench, as it was not available (I expect we would still be waiting for the table and chairs had we not chased it up). We have been told that compensation will be discussed once the bench had been received due to how long the delivery took, but this has yet to happen. The chairs are all faulty and we were promised a replacement numerous times, but we are still awaiting on this, as well as the compensation. The entire process has been extremely frustrating and seemingly impossible to get right.
DO NOT USE THIS COMPANY.

Last year I ordered an expensive grade 1 Italian leather covered arm chair. It took months to be delivered. They dumped it in my lounge and I had to unpack it myself. When I did I saw 2 leather coloured gunk filled holes and lots of scratches all over the leather. I called immediately and complained. When someone came around to inspect it they accused me of being too fussy. They said they weren't going to do anything about it as there was nothing wrong with it and it would pass their QA inspection. So I was left with it without any help what-so-ever. I finally called them back a few days later after talking with family and thinking about what I could do. I told them I was going to involve Watchdog. The manager of the store was knocking at my door the following day. He came in to inspect it and basically was very arrogant and confrontational with me. But finally said he would give me a full refund as I was too awkward a customer. I will never buy anything from them again.

After 3 months the veneer on our lamp table has lifted. I sent customer services photos. We were told that we had spilt liquid on the table although we bought a coffee table for drinks. They didn't want to see the table so how can they tell. It couldn't possibly be poor build quality. They will do nothing about this problem. If they had sealed the edge of the veneered panel this problem would never arise

All smiles and happy faces before you order but afterwards they don't want to know, after care non existent.

Don't do what they say they're going to do, don't call you back when they say they're going to call you back.

This is all before an item has even been delivered, I dread to think what it'll be like if there's a problem with the actual item.

Social media a waste of time as they'll just tell you to call the branch, good luck getting them to answer the phone. Avoid.

Absolutely disgusting customer service. Unfortunately, dealt with this company. Bought a lovely clock which turned out to be faulty. Went to the store and was offered absolutely no help. Rang customer service team and all was told "nothing can be done". So paid £200 for the faulty clock which will have to repair myself.
This company wasn't bothered about my rights as a consumer and clearly not implemented clear points set out in Consumer Rights Act 2015.

Just wanting to make everyone aware to he extra careful when dealing with this company.

We paid £1850 for a Hypnos mattress which was so uncomfortable when we received it that we have been unable to get a good nights sleep since it arrived. FV said to try it for 2-4 weeks to give it time to settle, well it's been six weeks and there is no improvement. Today they told me that as it's uncomfortable, not damaged, it's not covered by their guarantee so I would have to use it for three months (with very little sleep) to see if it settles. If not they may send someone to look at it!
I very strongly suggest that you avoid Furniture Village because if you have a problem they won't want to know.

Completely unprofessional and disrespectful staff and manager! We bought a £1900! Value mattress but we were unhappy with the quality so we tried to return/ change it with something suitable for us unfortunately with no success! We got in change a very rude and disrespectful conversation with the sales consultant and manager.

I ordered 2 sofas at the end of April, we were quoted 11 weeks delivery, I have now passed 14 weeks and still no sofas.
You can't get through on the phone, all I get is an automated messaging saying the voicemail is full. Luckily I paid on a credit card and I am considering contacting them for a refund.
I definitely would not use Furniture Village again

Bought Bed April 2019 for £2,554. In April 2022 it was repaired by Furniture Village. A year later it had fallen apart, and I had to put an old dining table on the divan to get the bed horizontal. Customer Services took many phone calls/emails and offered me a repair or £300, then £780. Furniture Village fought to get away with as little as possible and I had to get the Furniture Ombudsman involved who said I should get £1893 which they had to pay. Furniture Village are quick to make you a coffee and take your money, but their guarantees and customer service are worthless. Avoid avoid avoid!

Please read all of the other bad reviews they are true. The quality of the furniture is terrible. If you have a problem customer care will not help you. The shop you purchased it from will not help you.
Save your money and go somewhere else.

My order number is 8088DR225. Its been 3 months since the wrong order was delivered to my address, took 3 months to get the product. So its been 6 months and I still don't have the product I require. I called customer service many times and also emailed them. They keep saying someone else will do there job. Every time l call they say someone will get back to me but they never do. This is very frustrating as it seems furniture Village do not care about their customers. Does anyone here know how to return and get money back from them?

Can I start by saying I appreciate we've been and are still going through a pandemic - but... the customer service (if you can call it that) is absolutely non existent in the Croydon branch!
We ordered a sofa 1st May 2021 - due around 11 weeks later (maybe earlier said the lying salesman), as he knew the back pain we were suffering from our old sofa!
Not 1 phone call have I received (not received the sofa either) and its now the 19th October (nearly 25 weeks).
When I have chased them, which takes a good few days of constant calling. It's apparently been floating out at sea since August... damp and moldy by now I'd assume. Still no idea of when it will be delivered to the dock.
Asked to cancel the order and got told we'd lose 25% - surely they are the ones breaking the contract?

Ordered sofas in July, said they would arrive in November, then delayed by another month, upon arrival, sofa chaise frame was damaged, recliner chair not even working and now will take another 5 months just to reorder a new one since they have been damaged. Customer service needs to be improved! They are ringing and also giving out the wrong telephone number when leaving a voicemail. Everyone should be sacked, including escalation team who are clueless and delivery drivers! No Photo since they arrived Damaged and took it back!

Bought sofas from FV and I wished I had read the reviews before purchase. No answer or it is busy when you try to call them! Not sure how they expect customers to speak to them?
Sofas cushions keep sliding out n moving every time soneone sits on them? So sit on the sofas but tidy up after yourself! I read on trust pilot this has happened to the same sofas I purchased to a lady so it is not just me! I have passed it over to resolver who will hopefully do something about it!
Take your sofas back give me my £500 deposit back and the 1st payment hasn't started yet too!
Need I say more! Waste of time!

Just found out Furniture Village voted "bed retailer of the year " what a joke we paid £2000 for a hypnos bed plus headboard the mattress had to be changed it failed a special test, when we went back to choose another one, it was suggested we pay a usage charge! They were no help with making a new choice of new mattress just saying pick one. We chose one asking if it needed turning, we were told no just rotating regularly NO mention was made about turning until we received the new mattress which is extremely heavy we are both in our late sixties. Now less than 1year later the headboard has snapped time for another conversation please avoid them. It's not, unfortunately possible to give less than one star

Very happy to take your money, but after sale service terrible.and no access to anyone to deal with the complaint. I won't be recommending anyone to shop there. I can think of much better stores to shop at.

The company is poorly managed
I worked at warehouse distribution in Bristol and never heard so much racist remarks. When questioned it was told it was only banter. Most of the drivers are always off their face. Hence while there is a high records of damages. The managers are all blasé and doesn't care once the furnitures are delivered.

Any odd one that says they are great they lie or are employers.
They promise you furniture and it DONT TURN UP. Read the other angry people. Dont be stupid.
They wouldnt deal with my request and wouldnt ring me back untill i pretended i was another customer pretending to furnish out a whole building. As soon as i told them who i really was they hung up. My friend now has the same problem with them. I am a film maker and i will be doing them some damage on tv soon