Furniture Village

TERRIBLE SERVICE, RUDE STAFF AND NO CUSTOMER AFTERCARE:

Spend close to £15K in Furniture Village Watford, had loads of items arrive faulty and replaced, including power sofas and lighting, etc. It's been 11 months since I put the order in, there were problems with the sofa twice and the lighting they sell, I asked for help to deal with the issues, not only the problems are not solved, the staff was utter arrogance and rude ignorant. He seemed to be very un-helpful and defensive. I still left with the problem, and cost me more to fix the issues. PLEASE BE WARNED they are friendly and pushy when you buy from them, the good reviews from the customers were those without problems, however, should you have any issues, ZERO' support will be get from them and leave the mess you will deal with it. A VERY DISAPPOINTED CUSTOMER AND WE WILL NOT GOING BACK TO THIS STORE OR ANY OTHER STORES DUE TO THIS EXPERIENCE

DO NOT BELIEVE THERE 21DAY
I paid in full then they sent me my invoice saying it was 8 WEEKS so that is 56 DAYS
I called *******879 and was informed by Thomas it's because of covid! So why are they advertising different on the internet?
I have cancelled my order but now have to wait 7 days for my money To be refunded!
THOMAS gave the attitude that he simply didn't care he clearly is not a people person and in the wrong job!

If I could give 0 stars I would. I placed an order back in December for a high value item and so to ensure I made the correct decision I went in store to seek the advice from a sales advisor. I showed the sales advisor how I wanted the item to look in my home and they drew a diagram of how this would look, I therefore placed the order based upon their recommendation. At no point did the sales advisor advise that the item would look differently in my home when delivered.
When the item was delivered it was quite clear that it did not match how I had shown the sales advisor and so I tried to make a complaint and have the item simply swapped. Upon contacting the store I received a rude, unhelpful and argumentative response from the store manager. I was offered a swap of the item at a further cost to me of over £100 which I considered unacceptable given the amount I had already spent in store.
In light of the above, I raised the issue further with the CEO and once again was met with a rude and unhelpful response. I note other reviews with similar experiences when dealing with customer care. After this experience I would never use this company again and would urge others to reconsider purchasing from here also.

STAY AWAY AT ALL COSTS!

Over the last couple years we have purchased over £15,000 worth of furniture from Furniture Village in Exeter.

To cut a long story short, the 1st two items broke due to poor quality and the bed and mattress we just purchased (£1595.00) stinks of sewerage. We aired the bed out for 6 weeks on instruction from Furniture Village, yet the smell is still the same. They refuse to replace and through investigating we found out they don't own any of their furniture and when something goes wrong, they simply pass the buck to their suppliers with absolutely no care at all for their customers.

The same time we purchased the bed, we purchased a dining table and chairs which on inspection had two very large brass screws sticking out from underneath and into the cushion of the seat. Thank god I didn't sit on it. Then to add insult to injury, another chair simply snapped off its bracket entirely and fell to the floor when a guest visiting us sat on it. Their customer servicevregarding this has also been absolutely shocking.

All I can say is STAY AWAY from these absolute cowboys.

We bought a sideboard and was promised 3-4 week delivery date. This never came. Couldn't call the Preston store due to phone lines not accepting more messages and no staff to listen if you were able to leave a message. In short I had to go back to store 4 times to get a response and try and resolve my issues. Once it eventually arrived neArly two months later. This was delivered damaged and had to leave the item with us as not allowed to remove. Back to store more complaints. I was told I could get another one and this is now ordered. Weeks later no new sideboard and then told the staff member did not order it. Reassured again another now ordered. Weeks later again a message to say they are not making this again so it can be repaired or money back. Eventually I spoke to a lovely Jeanette who took my. Complaint seriously and was tecompensated for my issues. The sideboard was lovely so I wanted to keep it so it was then we'll repaired.
Jeanette was in close contact and my complaint was resolved very efficiently and professionally. 5 stars for this but one star for initial poor customer service. I must also mention whilst I was in store it was hard to differentiate between customers and staff. Some of the staff looked very scruffy and quite rude.

The salesman gave varying delivery dates but our settee and chair did eventually turn up a few weeks late. It was quickly assembled on site and started to some apart after a few weeks. This is bad for a £2k item. Now waiting for their outsourced company Castalan to come and fix it - NEVER USE THIS COMPANY

Never have I ever experienced a company which the most appalling customer service. Right from the outset, we were misled by the salesman that we could customise our order by ordering chairs with a separate colour seat pad and without a back handle. Despite him claiming to have called the suppliers and reassuring us in the store that these were both possible - they were not. Now I feel he would have told us anything to get a sell - his name was Shahid Habdul in the New Malden Store.
Our goods (dining table and chairs and side cabinet) were then both delivered faulty, with large chips to the marble surfaces, cabinet doors which would not shut properly and only 4 chairs came (despite ordering 6) WITH the wrong colour seat pads. Following complaint to Sarah Ahchay the store administrator in the head office and her boss Rami, they assured us our correct items without faults would then be delivered. Since then, it has taken 4 additional attempts to deliver the correct items to us (each time the completely wrong set or wrong number of chairs were delivered) AND we yet we are still awaiting delivery of 1 chair. I have no idea how this is even possible. Your head office appears to have no control or communication with your warehouse and the salesmen appear to have no knowledge of what goes on both in the warehouse and head office. We have had excuse after excuse and my only wish was that we never bought anything from Furniture Village in the first place.

Don't trust the 20 year structural guarantee, it is utterly useless. 2 years ago we bought a dining table worth a grant, we thought we stroke an amazing deal as we only payed £600.2 Years after the table has cracked form the middle. Something you would not expect from a £1000 table, but anyway we thought we we save with the 20 year guarantee. An independent company was sent to make a survey an while making the survey they cracked the table even more just to prove it was manufacturer issue. Here is where the trouble begins, it has taken them over 5 months to reach back to us and serval followup calls(with the 1 hour waiting time). For our surprise they said we are not entitle for a replacement as that only happens on the 1st year. The also said that our dining table has devaluated as when you buy a car(that is an actual quote from them) and we have been left out with three options:
1)In order to get the table fully fixed we have to pay £300 as they say our table is worth 399, and they are selling it for £700
2)Get a £399 voucher for other products with them(not a change)
3) They give us £100 and we keep a ugly broken dining table.
We are still in shocked as is nearly impossible to reach them and callsback never happen within the expected time frame.
Please avoid buying from them as you worn get any after sales support.

Warning! This company(Furniture Village Staines) is selling poor Quality, QC Unapproved Approved, Safety Critical issue and Health Risk SOFAs and the store management are cheaters. I can't believe, How he can sell an faulty ex-Display Sofas to a patient. First instant, It shouldn't be displayed on the retail floor

My Wife is Rheumatoid Arthritis and Crohn's patients. She wanted to a recliner and A relaxing Sofa. I went to see Sofas Furniture Village Staines and Brought one Ex-Displayed five seaters. The price was advertised as £995. I checked the external martials fibric and looks fine with me. I've asked the salesmen in details on any faulty the magnesium or issue or even ripped. He told me this is an ex-displayed one, its close to brand new. Since I was in a rush, I told my wife to ask them if the management is happy with Sum of £900. The Store Manager in Staines, with out any hesitation he agreed. She paid full amount. We were so happy about the sofa and collected the after a week.

When we started to place the sofa in our drawing room we found number of holes on underneath each sofa set. The fibric underneath the Sofa has been ripped by a person. Mainly on the relaxing Sofa, when I had a look through the hole I found the springs are hanging on the balance, there is not support. Lucky me, I only the person sat on the sofa and found Safety critical issue. Imagine, what happen if my daughter sat on the sofa? She should have injured herself.

I have attached lots of photo

Warranty dodging retailer...
Furniture village old trafford. Rubbish cozee leather sofa. 4 months old, but they just ignore customers who complain. They claim they can NOT do anything EVEN THOUGH ITS GOT A 2 YEAR MANUFACTURES WARRANTY.
20 YEAR COMPLEMENTRY WARRANTY
5 YEAR A GUARDSMAN WARRANTY
ITS COVERD FOR NOTHING. ALL THIS AND COVERD FOR NOTHING. A 4 MONTH OLD SOFA. Can you imagine what there sales people have to put up with all these faults none of their problem...

Xavier sofa 3 month old seats all sunk apparently is our fault it's a sofa you sit on it plus on your description on your website it says the seats are spring and they are not they're just cheap foam these are really expensive sofas for us I would not recommend furniture Village for customer service or their furniture I thought I was buying from A reputable company obviously not at the end of the day you expect a sofa to at least a year without it sinking in the the depths of Hell we both work and we spend probably 6 hours a night sitting if that and for it to have sunk to a point where you can't even sit on it properly in 3 months I would say is definitely a manufacturing fault and the people you send round aren't independent investigators they work for you the guy told me we have a 20-year old sofa in our conservatory that was in our living room and guess what that hasn't sunk in 20-years time furniture Village started taking responsibility that way you'll get a better service and people will come back to you and buy stuff if some manager could get in touch that would be fantastic.

Below is an extract from your description sprung seats they are not as discussed with your technician
Surrender to the comfort of the deep foam-filled, fibre-topped back, arm and seat cushions, and the sprung seats. Choose the perfect shade to suit your décor, with additional colours and leather grades available when you ask in store or call *******879.

If I could leave less stars i would - abysmal service and customer services.

Ordered wardrobes, chest of drawers and sofa - the wardrobes and drawers took nearly 3 months to arrive (still says 19 days on website)
Arrived with a awful delivery service and every panel damaged - terrible for over £1000 of furniture (it actually made me cry as i felt like i was dupped y a scam)
Blaming it was a 3rd party company - but if you sell it, your responsible for it and their service,, as you took my money.

Customer services have been atrocious and promising refunds - we were originally told 3-5 days - then another call they said they had not got the item back... and then another a few days later stated its now 14 days. As well as a good 40 mins wait time to contact anyone - Not one person will contact you back from head office or store.

I have zero trust in any of this service - and sadly we still have a sofa on order with them i'm dreading.

Order number 0393b2067

I have luckily checked with my credit card company my rights and unless i do get a refund within the now 14 days they have stated i will simply do a charge back with my credit company and you can sort with them

AVOID NO MATTER WHAT!

I Bought a Sofa from Furniture village, paid over 2k. Absolutely terrible quality, sinks in so badly when sat on. Really disappointed. Will try to stuff it with some hard filling.

Had my sofa stayed the same as when I purchased it I would have been happy. But, after only 6 months of light use we noticed the seats were starting to sag and were loosing the support. By 12 months old it was really uncomfortable. I contacted furniture village and after chasing a few times I was told someone would come out and assess the sofa. Homeserve arrived to look at the sofa but as there was no damage they said there was no problem and I was informed that the sofa is designed to be like this. It was described as "hammock" like so you fall into the middle. Not sure who buys a sofa to become like this after just 6 months?! Had we been informed of this we definitely would not have purchased it. For a sofa that retails at over £1600 for a 2 seater this is not what we expected. Homeserve did say they could add some supports in but couldn't get hold of furniture village for authorisation. Furniture village eventually contacted me to say no fault was found so they wouldn't be doing anything else. I gave up in the end and my husband has rebuilt the inside of the sofa. I will not be buying from furniture village again.

My Mum purchased a dining table from furniture village in Jan 16. Finally delivered in May, but faulty. After many telephone calls,, visiting the store a staff member promised to view the table, my Mum waited in for 2 days, but no show, only to be told by his colleague that he didn't even have a car. Finally table manufacturer viewed it & deemed it faulty. Fast forward to today, delivery day!. Drivers turned up but told my 77yr old Mum to disassemble the table herself, she couldn't. A few hours passed & low & behold the new table arrived, wrong colour & damaged. Over the months my Mum has made innumerable phone calls & the store manager (Gillingham Branch) has never returned her calls, so she wasn't surprised today to be told he was conveniently on holiday. Final straw, I contacted their head office & requested a full refund, but this won't be given until the table is returned. They have had my Mums money since January £1000 isn't a small sum. Also my Dad has advanced vascular dementia & has to eat at a table, but catch 22 situation is she needs the refund to buy a new table, but Furniture Village couldn't give a stuff. I'd advise everybody to give them a very wide berth!

In January this year we bought a sofa bed from Furniture Village in Tamworth, Staffs. It arrived in March, and after a week we felt that the cushions werent properly filled as the material crumpled. The salesman in the store didnt want to know he said thats the way it is, even though the sofa bed in the store didnt look crumpled in the same way. He told us to complain to Furniture Village Customer Services which eventually resulted in an independent technician coming out in April, who told us we had nothing to complain about he was totally biased, and ignorant! We asked a local upholsterer to have a look he saw the problem and said we needed another 2 of foam in each seat cushion a mere £110. Before doing anything, on 4th May I sent a recorded delivery letter to Peter Harrison, the CEO of Furniture Village, who is quoted in The Business Magazine as saying that he wants the business to go on and on and on, and to do the things that they believe in serve customers right and give customers a good deal. Its now June 1st no reply, weve been totally ignored - not even an acknowledgement. This is really unacceptable from a company which professes to want to serve customers properly.

Beware Furniture Village are very good at smiling and giving you a cup of coffee, taking your money and then running! If you have a problem, they dont want to know. My experience as taught me one thing never go to Furniture Village again.

I ordered about 3k worth of furniture in December 2019 with an estimated 12 week delivery. One of the items was a dining table with some chairs, delivery was understandably delayed as a result of the COVID 19 crisis. The table was delivered 2 months ago without the chairs - the direct debit payments are being taken out for items I have not received. I was advised in April that the chairs would come in May, I was advised in may that they would come in June and I have been advised today that the store doesn't know when they will come.

The one star review is for the customer service, or lack thereof, that I have received from the WATFORD branch. No one answers the phone, I left 5 messages across this week for a call back and didn't get one. I finally managed to speak to someone yesterday who assured me the manager ROB would call me back yesterday - he didn't. I finally got round to speaking to him today after calling AGAIN and he said he was "too busy to call me back yesterday or today", he'd chase my order but would be "too busy to call me back tomorrow so another member of staff would".

WHAT A JOKE. Delays are understandable, disregard for customers is not. The service is great when you're shopping but once you've ordered and paid don't expect any interest from the team in helping you. Everyone has excuses and there is an absolute lack of accountability.

We purchased a Cheltenham Bedstead in 2017.

Within a year we had problems and blamed the Hypnos mattress, Hypnos commissioned a report by Home serve furniture repairs and it blamed the Bedstead that we purchased from furniture village. We looked at pictures of the bedstead on Furniture Village website and realised there were more slats on it than ours, in total there were 14 slats missing from our bedstead, and the gaps in between the slatted base were 9cm apart not what was advertised on the Furniture Village website.

Now home serve furniture repairs come out but this time for Furniture Village and this time they find invalid claim, even though we have the first report saying it's the slatted base?

So we have been sold a bed with 14 slats missing, and the gap in between each slat is 9cm two above the industry guidelines, warned by Furniture Village not to buy a base with these 9cm slats but sold the slatted base by them ignoring their own advice on their website. And we are in the wrong?

The only mistake we made were trusting Furniture Village and homeserve furniture repairs.

I only wish we had read all the negative reviews before hand and listened to them.

Below in the photos you will see the base they sold us and a photo right above it wit the slatted base advertised on the website with 14 slats missing, next one is 9cm gaps in between the slats when the furniture village website warn not to buy a slatted base with more than 7cm gap, yet they still sold us one with a 9cm gap. The mind boggles, really?

Furniture Village do not seem to care about customers. They did not fulfill their side of the contract

We ordered a sofa with an expected delivery time of up to 11 weeks, however the sofa took 15 weeks to arrive. Partly delayed due to a hold up at the port, but also delayed due to incompetent communication and poor organisation with staff. We had 0 contact from Furniture Village, and a total of 6 calls were made from us to chase the manager, to organise payment and a good will gesture. During all our phone calls we were informed we would be called back, but they never did. On one occasion we were told the sofa had not arrived, however the following call we were informed it had been in the warehouse for 12 days. Meaning on our previous call they had the sofa, but had not bothered to check with the warehouse. On another phone call, the employee failed to put us on hold, and we overheard them saying "nothing has been done with their order." Many attempts were made to speak with the manager, on one occasion being told he was out at lunch and would not return for 2 hours, and also that was his final day working, and we could only discuss the service and good will gesture with that manager. When asking for the new managers name, the admin woman became very rude stating "I am not going to give you his name, I will make sure the manager calls you back today, and if he doesn't then I will call you back." I stated that we have been promised a call back many times, and never received them, therefore wanted the new managers name to ensure we had someone to discuss our service with, at that point the women still refused and stated "I am going to end this call now." We were also informed they had tried to contact us many times, however neither myself or my partner received any communication by phone, email or post.

Since my last review the fault i had in march 2022,, with my leather sofa.it was the sofa seat falling in.the cushion the inners failing, well nothing has been done about this. They did send out CASTELAN FURNITURE CARE to look at this in may 2022 they told me the leather and seating needs replacing. Then sent the report to F. V they then faked the report and sent it back to me. Saying nothing wrong its just settlement,, but not heard anything on that fault they refuse to look at the faked report, and just ignore me again. Then in august 2022 my sofa developed yet another fault. The high quality preminum leather sofa started to peel at the back panel. Looks awful. I reported this to. But heard nothing, im not expecting to either... remember this sofa is not even a year old with all the warrantys avalable,
But at least i can tell future customers about furniture village, ill keep putting the photos on.as the sofa falls apart. Not botherd about taking them to court of section 75.or the ombudsman. They just ignore all them too..

Disgusting service rubbish furniture do not use I am left with a broken recliner they do not want to touch and the sofa was ripped when brought in

Had an absolutely horrendous experience with the Wednesbury store. Ordered a sofa in store, waited the 8 weeks for delivery and when it arrived it was the wrong one. I called the store on the day of delivery and was told to email in with my query. I emailed in that night and called the store the next day. I was told the sales person (Samantha Sault) wasn't in and my details were passed on for her to call me back. This never happened so I went back into the store to see her. I explained that the sofa that had been delivers was the wrong one. She said it was the wrong, that she remembered what I ordered and the fact that the sofa that was delivered wasn't even in on display in the showroom. She said to leave it with her to arrange for the correct one to be ordered and delivered and the wrong one taken away. I hadn't herd back in over a week so I called today and was told that because the delivered sofa had been signed for I would have no choice but to either pay a £500 return fee to cancel it or another £500 to get the sofa that I ordered. This is not acceptable at all as I made you aware, within 24 hours that the sofa was wrong and you had dragged you heals so long in attempting to bluff me out of a solution that it has now past the 14 day period when I could return it, penalty free. I believe this was an underhand tactic done deliverability to hide your mistake in ordering the wrong item.