Furniture Village

DO NOT BUY FROM THIS PLACE. THIS IS THE WORST FURNITURE SHOP!

I have had by far the worst experience shopping from furniture villlage. I had ordered a dining table with 2 benches and 2 chairs on 24th March and have called at least 20 times since June this year being on hold for 2 hours each time. Initially i was told that the item is sitting in their warehouse and they will arrange a delivery soon after almost 2 months i managed to get the delivery arranged for last friday and it was supposed to come on 2 trucks. 1 truck came and deliver 2 chair tops without the legs and the driver said that the rest will be delivered later on, on the same day. The second truck never showed up.

Since then i have been calling them everday again being on hold for 2 hours to speak to an incompetent agent who has absolutely no idea on what happened to the delivery or where the goods are. They are not even sure whether it was delivered to the wrong address, is it back in the warehouse or has magically disappeard. Each agent has promised to 'investigate' and call back but that has not happened. I honestly feel like the store has stolen my money and i do not know what else i can do to get the items that i have waited for over 4 months.

This is by far the worst shopping experience and i would strongly advise you all to not buy from furniture village unless you want them to run away with your money.

I would honestly give them -1 star if that was an option.

At the 1st delivery attempt the sofa was damaged so we sat on the floor for 2 weeks until they checked it over and delivered it back with temporary feet.
Good news after that though as we got three weeks before the arms fell off. Literally fell off. I started noticing wood chippings after a couple of days so I rang and in fairness to them, they arranged a replacement. It was when the 1st arm fell off that I rang to cancel the next sofa. It turns out that this "premium" £2k sofa is made out of the finest chipboard hardwood. Not hardwood hardwood!
The main body of the sofa is held up by 3 bolts through that unicorn of woods... the chipboard hardwood. You only tend to get this material when you pay 2k for a £100 sofa.
After saying I'd be sharing this on social media they offered me the use of it for 8 weeks but asked me to take care of it as they will repair and sell it... what!? Its junk. Throw it in the bin... dont pass it on to some poor unsuspecting family.
They then asked if I'd be interested in keeping it at a reduced rate. Wait for it... £1300!
"Sir, it is a 2k sofa"
I would of had it for a couple of hundred quid as I now have to sit on the floor until Jan 8th 2021.
I did mention this, they said we are out of "contract" now so you are on your own.
Like I said... they offered me this one for 8 weeks but I declined on the basis that I'd still be paying for it until it is returned. Unbelievable.
Needless to say, I wont be going back.
Look on the bright side... at least I'll have space for a big xmas tree this year.
Have I forgotten anything they have nice cookies in the showroom. Everything else is shocking.

I would never recommend them. This is for the reading store but imagine their whole company is like this.

We ordered a clearance mattress from the reading store. It was in perfect condition, even our order statement said so. The day before it was due to be delivered we got a call saying it had been damaged and needs to be fixed. This was the first sign of the company poorly treating its customers by not taking care of their products. At this point we had paid for the mattress and hadn't received anything.

Next it took us about 10 times to get through to them on the phone to find out what happened the next day to sort out the delivery- 'it got damaged somehow' that's all we got from them. They said they would try to clean/ repair the mattress which took a week with us contacting them, not the other way round. It still did not get fixed. They said they can still deliver it to us but of course we did not want a product that had been damaged by them.

Next they said we could get the same mattress type delivered at our original clearance price. Great we thought, finally getting sorted and fair compensation. Once again they let us down. Never called us, always relying on us to sort it out so we had to do the calling up ever when they said they had booked a call in for them to call.

So, we called to say what's happening. Only to be told they can't do it at the same price. Only option was to a refund or a reduced price on the current mattress. Even had the cheek to say you could use the money to look for another mattress of the same price- we were never going to give them our money after this. We had to refuse the reduced cost as we didn't want a mattress that was still no in good shape that they had damaged. No compensation offered, barely an apology either so took the refund as we just didn't want the hassle of dealing with them again.

Shame on the staff at reading, you have lost yourself a customer that was willing to buy future products with you but never again. We will also tell others to stay away because of your appalling customer service, lack of contact, lack of care for your product and overall poor service.

Ordered 4 cushions at the beginninf february 2017 i was rold at time of purchase it would take 2 weeks for them to arrive 2 weeks went by no correspondence so had to ring them no one seemed to no the answer in the shop finally after 2 days they said they had been lost in transit it would be the first week in march the time arrived no cushions had to chase up once again after a few discussions finally established 2 cushions was in warehouse the rose coloured ones they was not sure about the silver ones so i asked if i could have the ones which was on display? They said come and collect the rose ones and i will speak to manager on my arrival i was told only had 1 silver one i could have that one and the other one would be with me by 31st of march 2017 that day arrived no phone call so once again had to ring them got told would look into it and get back to me but no one did the next day i rang no one seemed to no what had hapoened to my cushion got told once again that some one would call me back to my suprise they did just to say they did not no and would find out on monday as u can imagine not happy what was meant to be 2 weeks has turned in to 2 months so i asked if they had the rose ones in i would have 2 of them to save waiting no they did not have any my reply was well why u had them on display i got told they would speak to manager and get back to me this was at 12.00pm still waiting for reply? I thought maybe i was haveing this problem because i had only spent £100.00 but after reading other reviews clearly not the case absolutely rubbish service disgusting furniture village

Refund has taken over two months to be actioned, still waiting, like getting blood out of the stone! Keep away. Do NOT recommend.

Furniture village
In June 2020 we ordered a new dining set with a matching cabinet (order number *******) to go in our newly purchased home which we was moving into in August.
We was told it was 16 weeks for delivery which would be the end of October, this would mean that we would go without a dining table for a couple of month which isn't ideal but we thought it wouldn't be too much of an issue, what's a couple of months!

19th October- we receive an email stating that due to the ongoing effects of the pandemic our order will now be delivered in mid-December.

Yesterday (22nd November) we receive another email stating that there is a possibility delivery may be put back beyond Christmas and to hold on to existing furniture. We don't have any existing furniture because I am in a new house!

We placed this order in June and now you're saying it might not be here until after Christmas! This is completely unacceptable!
Where the hell is our family meant to sit for Christmas dinner? On the floor? Our first Christmas in our new home now going to be ruined because of your lack of transparency. Why after almost 6 months can you not give us a delivery date?
If we had of know it was going to take this long we would never have placed the order!

The lack of customer service, communication and transparency shown by furniture village has been appalling. What excuses are you going to use for that, Covid?

We will never be ordering from furniture village again and I won't be recommending them to anyone. I am going to put a review up on every single online forum and social media platform to let people know what an absolute disgrace this company is.

Merry Christmas!

How disappointing, went to Furniture Village due to concerns about Sofology, wish I had gone their instead. Sofa arrived 2 weeks late (expected) and is a great sofa, however the power pack was missing (£15 parts) but crucial for the recliners to work.

The delivery guy made a note and reported it back to the warehouse. He told me to call the TUNBRIDGE WELLS store (although I ordered online). They could not have been more unhelpful or disinterested if they tried. You wouldn't believe they were all one company.

Although he did log it on the system, he made no real effort to help. He told me to log it on their website as well, which I did. Waited 4 days – no response, so I called the customer aftercare number and the operator sent an email to their Customer Care department setting out my issue. As expected, radio silence from this email. I sent a follow up email copying in Chris the aftercare guy as well, again no response not even from Chris. 3 days later I called aftercare again, waited an 1 hour in the queue and finally spoke to Raphael who said he would definitely help but I need to send pictures this time, not sure why it's a missing power pack after all and the delivery guy had already completed this.

Again, another email to customer care from Raphael, with the promise of it being sorted, but again radio silence and no power pack.

All in all a very rubbish experience, I went to Furniture Village as I thought they would be better than DFS and Sofology. To be honest they couldn't hold a light to DFS. They haven't to date even yet acknowledged my issue and as for the TUNBRIDGE WELLS store, I won't be giving them the time of day or my custom again ( a £3300 purchase ruined for a £15 part) Truly truly shocking customer service – avoid at all cost

Haven't not shopped or purchased items from Furniture Village before, I thought their pricing was reasonable and their item descriptions informative. I really wish I studied in-depth the online reviews before I purchased two bookcases (same material - one tall and the other wide). I ordered the two items online in April 2018 and was informed it will take up to 7 weeks to be delivered. Date came and went with no contact from customer service to inform me that delivery will be delayed. At the beginning of July, I made my first phone call to Furniture Village customer service to enquire the above. I was informed that delivery of my items will be next week and I will receive a phone call from the delivery team letting me know of the day and time slot these shall be arriving. Again week came and went, again another phone call to customer service, again informed these will be delivered the week after. During that week, I received a phone call from the delivery warehouse, who informed me of the day and time slot. However, one bookcase was damaged (large fist shaped hole through the back). I was asked if I wanted it, I of course said 'no thank you' and was told it was on the lorry anyway and will need to let the delivery team who arrive aware of my choice (?). Items were delivered on the day and time slot stated. Informed the delivery driver the situation, he then took pictures of the damaged item using his iPad. His iPad failed on numerous attempts to process the return and the request for another to be delivered. Informed me not to worry and took the damaged item with him. Few days past, again phoned Furniture Village customer service, explained the recent situation. As return had not been processed, there was no record, meaning nothing would have been done if I hadn't called. Customer service had difficulties in contacting the delivery warehouse. Over a week or so, I called customer service three more times, eventually I was informed a replacement bookcase had been ordered and will be on its way. Again, waited 6 weeks, no information, I then received a phone call informing me that the bookcase had been discontinued and I will receive a phone call from the refund team who will process my refund. Unfortunately, I missed their call and again called customer service. I was informed again, that I will receive a call from their refund team, as I have to confirm with them that I want a refund (?). Still waiting for a refund. I will never purchase items or recommend this store to anyone.

Our first dealing with FV in High Wycombe was to purchase a black rug which was confirmed to be colour fast and would not reate with a cream carpet it was to be set down ipon. The rug arrived after delsys and excuses for a late delivery and within 10 days of use a black outline was totally evident on the cream carpet which was in itself new. After complaining and several weeks that went into months the cream carpet was eventually replaced under FV insurance.
We then stupidly chose wardrobes and bedroom furniture from FV having spent several thousand of pounds the salesman confirmed having made internal emails that we could be supplied with a separate headboard and timber top from a drawer set only then to be advised 2 months after order these items colud not be supplied. The order itself slipped from excuse to excuse over a period of almost 7 months before matters sorted out with our acceptance of refunds to unlock the saga. The staff and the store manager constantly never returned calls or emails and even if entering the shop suddenly would disappear on a lunck break or sfternoon off. Every trick in the book was to do nothing in sorting the disgraceful service. Never have I dealt with such an unprofessional organisation. The sales team blamed the ordering team who blamed the German manufacturer who blamed the logistics team handling delivery and installs. A complete discrace and never will my family use FV again and everyone we discuss with is advised to avoid FV... it is clear this is company wide and not isolated instances.
As of today my sister in law, despite advising not to use FV has the exact beginning of the same issue trying to get a sofa delivered that is now late, yesterday it was said to be in the country... today it isn't or maybe... but unknown!

I strongly advise to avoid these people and go elsewhere annoying as it may be should you see something you want..

We ordered Gplan furniture from FURNITURE VILLAGE THURROCK LAKESIDE. Given a date for delivery, so we then contacted the Heart Foundation to donate our old Gplan furniture which was in very good condition, to collect it on the day before. On the day of delivery we got a phone call from the driver to say they had no furniture on board for us. Contacted FV and they said that our furniture could not be found. Two weeks later they informed us they could deliver our chair, what turns up, our sofa which was damaged. In the end our suite had to be reordered & was promised before Christmas. End of November my Wife & her friend happened to be at Lakeside so they called in FV to see how things were progressing & the manager informed them that the delivery would be after Christmas. He denied he promised delivery before & my Wife was called a liar & was sworn at.
When the delivery was made in the January the sofa again was damaged. So in the end we asked for our money back which we had paid in full just before the first delivery, 5 months before. We Contacted the Ombudsman to complain, in the end it was agreed to pay us a miserly £300 for all the trouble & a lot of stress they caused us. So we visited FV once again & they refused to pay us any compensation. So this is why we are writing about this, it's not in our nature to complain but we had to in this instance.
This is only part of the story, if we completed it in full it would take 3 A4 pages long. If we told you how many times we went forwards & backwards to the store to try to sort this nightmare out you would be astounded. We must have spent 3 to 4 hundred pounds in petrol.
This is just a warning to everyone out there if something happens to go wrong at THURROCK LAKESIDE you may encounter the treatment we got, so be very careful.
If you want competitive prices & excellent friendly service go to The QUADRANT at CHELMSFORD.