Furniture Village

To cut an extremely long and laborious story short, we bought 8 dining chairs from FV and waited 8 weeks for delivery. Two chairs were faulty and we had to wait another 11 weeks for replacements. Before the replacement delivery date FV Customer Services offered compensation for our inconvenience. FV were subsequently contacted by email but didn't bother to reply (several times) confirming the offer so when the new chairs were delivered we asked the delivery people to contact FV. Even they couldn't get through to Customer Services so we refused to release the faulty chairs for return. FV over the phone offered £100 compensation (to keep us quiet?) but then denied that such an offer had been made! Further emails resulted in FV threatening legal action if we didn't return the chairs and accept just £50 compensation. What a wonderful, caring company (not). FV could give away their furniture we still wouldn't visit their stores.

As many others have already said - DO NOT ORDER FROM THESE JOKERS!

When we ordered our leather corner sofa, we were told to expect a 14-16 week wait. As other customers have reported, it's basically impossible to speak to someone over the phone to get an update, so we went in store to ask someone.

We were very unapologetically told that it'd be roughly the end of may which would actually make it 22 weeks lead time!

The staff member then came out with the usual BS of giving approximate dates in good faith and tried to pass the buck to the sales person that actually processed our order and told us that they would be in contact.

I get that things can be delayed, but an additional 6 weeks with absolutely no communication is just terrible customer service.

I hope at least the final product is at least good quality, however, after reading many other reviews to the contrary, I'm not holding out much hope. Could be £3500 down the pan here.

I purchased a bed and base tempur paid…
I purchased a bed and base tempur paid £4150. Weeks late arrival. Arrived faulty not working base and draw not opening properly. Numerous phone calls. No call back and not fixed. Shop does not answer calls and customer services sympathise but cannot get it fixed.

Brought a real leather sofa from furniture village two years ago, looked amazing so soft, six months later leather peeling off, I put in a claim in, I thought it would be replaced,I was wrong a bloke came out and sprayed it, not even a good colour match, all sofa cushions have sunk, sofa has no shape, arms are so bare, no padding, you can feel the wood, £1200 pound a sofa and it's a load if rubbish and the most uncomfortable sofa I've had, it's just falling apart, it's got the wear of a ten year old sofa and it's only two years old.

Please don't buy any items from here,
They will tell you how long you need to wait,
But that is not true!
You need to wait much longer than the time they tell you,
When you try to contact this company for the updated information,
They just give you reason again and again,
Then your items will be delay again and again,

It's the worst decision if you are trying to buy items from here.

See photo for what your sofas will look like less than two years in with minimal use.

Note, furniture village's response..."buy inners/stuffing" to put in... yep less than two years in I have to re fill my own sofas.

Ordered a leather recliner from Furniture Village, after trying it out in the shop. Had to wait several weeks for it to arrive. The recliner that arrived was hard and uncomfortable, not at all like the one in the shop. Will not be buying from Furniture Village again, and would not recommend.

I bought bed from them they not assembled properly when we start using that bed hed bird and footboard are shaking I was informed them after two months one man came and did that part I wasn't at home when hedbord and footboard shaking the middle long board came loose he went after three weeks the middle board fell down automatically I call them but they said they can't do anything.I have spent up to 1500 pounds for this with in 6 months this happened I can't believe their answer how easy they said like this I paid half of my money from my credit card we spent this much money they not giving assembled things I will never buy anything from them all so I can't recommend this shop

Bought a mattress as reccomended by the floor manager for £489. Bed developed a large dip on one side in three months. Funiture village sent out a technitian who said it's from general wear and tear and there's nothing they can do about it. First response from customer service was talking about a leaning chair, so obviously just copied and pasted from another complaint. Really get the idea they couldn't get a monkey once they have your money.

I spent weeks looking for a good mattress to invest in and a lot more than I would normally have spent. Will just go to the local mattress factory and get a £200 one next time. At least then I won't be as dissapointed if it goes wrong in just a few months of normal use.

Went into store as the leather piping disintegrated ( minimal use, no pets or children) rude response told no after care in store and to contact via email which I did in January and chased up ever since and no response apart from send a photo which I did and still no response

Delivered a damaged poorly made sofa sent engineer round who could not repair it then said there was nothing wrong with it and refuses to answer my emails. Will NOT shop there again

I have bought a sofa got all the warrantys had the sofa a few months it fell to bits. They refuse to do anything,
They sent an assesor to look he was here 12mins 4 seconds.and lied on the report or they alterd the report, its full of descrepencies i think i caught then out so they just ignore me.
I tried everything to contact them but cant. They never get back.
They are terrible company and people should know to avoid them

After 2 months they not done anything to fix my floor every single week call they they told me the same story ( someone is gonna call you in 72 hours) worst customer service.The store tell me they will took the responsibility and fix it for me keep trying to talk with store manager can't reach him they find excuses all the time. Have been in store ( Nottingham) 4 times to talk with them still nothing. THEY WILL TAKE YOUR MONEY AFTER DONT CARE ABOUT

We bought the table and 4 chairs from you in September 2019, there was a good offer but of course the whole set did not come cheap. From the beginning I should have left a comment about the finishes of the chairs, where you can see paint dripping on them (the chairs were almost more expensive than the table) but I did not do it because buying a house and facing a move was challenging.
Now after 5 months of daily use of the supplies (two chairs which we never use) we are seeing the quality of the material which is very poor. The table was covered by a tablecloth and a table cover and during the Christmas period the wine fell on the table as it can accidentally happen and the stain did not come away anymore, despite I cleaned it with a product especially for wood now there is a white halo effect on it.
I decided to buy the slightly more expensive table and chairs in order to have a guarantee in terms of durability, at this point if I bought something second-hand it was better. Normally the furniture should last at least 3 or 4 years before presenting these defects... I'm very sorry, but the quality you offer is very poor.

This is the worst customer service we have ever had the misfortune to deal with. On 25/1/21 our order of a dining table and chairs was delivered to us. The delivery men noticed that the metal plinth was damaged, they took photographs and promised that a replacement part would be delivered within a few weeks. On 24/3/21 we e-mailed the customer services to find out when it would be delivered, the reply was that the manufacturers have the replacement plinth on their records and they will let us know when it would be delivered. It is now 9/9/21 and despite numerous e-mails, telephone calls and a visit to the Chester shop, we are still no wiser than we were 7 months ago. In July, We received a telephone call from the Chester branch to be told that the replacement plinth was on is way to the warehouse and should be delivered in early August. Guess what, we are still waiting. On 3 occasions we tried e-mailing a Director of the company - Peter Harrison, but have received neither an acknowledgement of receipt nor a reply. Having read other reviews I can only assume that Peter Harrison is a fictional character. With regard to the 'simple' job of replacing the plinth, having waited 7 months we very much believe that we have been told a pack of lies all along and that there was never any intention to do anything about the damage. The only courses of action left open to us are to put this message on to various public platforms and to instruct a solicitor to pursue a full refund of our money and for Furniture Village to collect the damaged table and six chairs.

Please dont go near these people, they take your money up front for your goods then wash their hands of you. Me and my wife who suffers with arthritis have been sleeping on the floor for weeks now waiting for our non existent bed to be delivered and installed. For a while they said the bed was 'missing'? Then they rang to say it had been located and was on the way. We were to receive a phonecall on Monday from the upholsterer to arrange the date, and you guessed it, nobody rang. We are just left feeling desperate and angry now, its absolutely ridiculous. They dont give a hoot about you once the money has been handed over.
YOU WILL REGRET IT IF YOU BUY ANYTHING FROM THESE CRIMINALS, MARK MY WORDS THEY DO NOT CARE AT ALL ABOUT YOU, ONLY YOUR MONEY.

I understand the not everyone's experience is the same but! We ordered furniture online on 15 May 2021 and yes we were informed there would be a lead time of 12 weeks, no problem with. We took delivery on 8th September and TV unit was damaged, the delivery guys took pictures and said they would send them to customer services who would contact us to arrange replacement. No one contact us and this is where the problems started, honestly I've spent hours & hours on the phone to them and emails galore, which they say they have no record of. Well one day they do and other days not. Don't even ask to speak to a manager or supervisor because evidently they don't speak to customers. Don't believe a word your told because they will tell you anything to get you off the phone. The worst customer service I have ever experienced and I mean ever. We eventually received a new TV unit on 26 January 2022. The only person who was helpful was Monique who took over my complaint in the last couple of weeks. But to be honest the damage had been done, never would I even consider purchasing anything else from this company.

(UPDATE) So customer services acted like they cared by reaching out to us on here... they sent us the report where it states that a new cushion insert would fix the problem, it also had inconsistencies, furniture village went above the report and said this is down to normal wear and tear... AFTER 4 MONTHS NORMAL WEAR AND TEAR... also said we must not of been sitting correctly... WHAT... I suposse that the sofa's are just show sofa's and not ment to be sat on. I will take this as far as I can... if you want to see the sofa's and progress you can check them out on TikTok search parkiv86 and you will see there... they may offer good service to start with (sales techniques) they may look nice for a with weeks but don't be fooled... AVOID AVOID AVOID

I purchased sofas from Furniture Village. They are just over 12 months old and the leather has started peeling. Apparently it's wear and tear. I wouldn't buy from them again

Disappointing experience. Disappointing level of customer support. I was made to feel that the issue was my fault, I will avoid Furniture village Guildford and find a more reputable company.

RIDICULOUS, Avoid this place specially the person call SALIM Furniture village Romford, rude and unprofessional, he judge you with your appearance full of attitude like he's the owner of the store, pathetic service, I ordered sofa almost 2 month now they changed the delivery date 3times now, i had to cancel my work schedule for this, they wasting my time, they promised to deliver within 3 weeks before purchasing, once you place your order they start to take pi** because you cant even cancel after, Everything is overpriced they mislead you with the sale price, DON'T WASTE YOUR TIME HERE, instead go DFS next door or FURNITURE OUTLET Dagenham, I regret ordering from them

A few months after buying a dining room table from Furniture Village marks started to become visible on the surface. It was obvious that it had not been finished properly by the manufacturer. FV sent a Homeserve "technician" to inspect it. Ignoring everything I told him he concluded that the marks were not a manufacturing defect and put this in a two line report to FV. They used this blame me for the fading and thereby to exempt the table from their 20 year guarantee. Homeserve is used by other companies (at least the reputable ones) to correct such faults which are quite common in imported furniture but FV obviously use them differently. Once they have your money they are not remotely interested in providing any sort of customer service. Don't be fooled by good reviews on Trustpilot - most of those are rewarding them for doing all the things without which they would not secure a sale. FV know that repeat business in their line of business is unlikely to be an issue - how often does anyone buy furniture - so aftercare to them is just a waste of time and money. Spend money there at your peril!

Shocking after sales
My experience in the shop was first class but unfortunately it went down hill from there. I ordered the sofa in September 2018. When my suite was ready for delivery my builders had not finished, so I paid Furniture Village £300 to safely store my suite. When they did try to deliver it, it was damaged, the travel leg had been snapped off and all the back was scuffed and dirty. So I waited another 6 weeks and they tried to deliver the same damaged sofa. They did say it was a new one but it had exactly the same damage as the first one. Even the delivery driver was shocked and thought I had purchased an old shop floor one. Eventually, 12 weeks later I took delivery of my suite and sponged the dirt off and I'm now happy with it. The final delivery was June 2019. But bearing in mind I had nothing to sit on for over 12 weeks and the fact that I paid £300 for safe storage I did not receive an apology or any refund on the storage fees as they said even though it was damaged whilst they stored it, they did store it and I had to pay! It certainly took the shine off my purchase and I will never use them again.