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Ilves
I have ordered the sofa bed on the 16th May 2021, at Furniture Village Barnet Store, with an estimated delivery date of 8 to 10 weeks! The first attempt in delivering the sofa bed happened on the 22nd July but sadly the incorrect item was delivered, hence I have rejected the delivery (bearing in mind I had to take annual leave in order to accept the delivery) I was told that the warehouse would have been in touch with me to re-arrange the delivery. Unfortunately, this did not happen! I had to phone the store to ask the new delivery date and again I was informed that the store does not have any control of it, and I should call the warehouse directly! Since when the clients need to call the warehouse, never heard before!!!Nevertheless, I did. After, 2 and half hour waiting on the phone I have spoken to an operator who rescheduled the delivery and I have been reassured that the date has been confirmed for the 7th August. On the 7th August, around 11 am I had a phone call by the driver stating: 1. as I live in a cul-de-sac road and there is not enough space to turn around the lorry. I have explained that this was not an issue in the first attempt. I guess this depend on the driver skills and experience in driving to a cul-de-sac road and reverse back. Myself as well as my neighbours have always received deliveries with no issues. The bin lorry drive in and out all the tine with no issues.... I am not entirely sure how big is the lorry, but it seemed usual size. I did say not to worry to block the road if this was an issue as my neighbours were fully aware of. Nothing, although all effort I made to make it work more excuses were coming up! 2. I was told that he could park in the main road, but the sofa bed will be all wet by the time reach my house. The main road is 30 second away.... not very far. I have explained that in England does rain every other minute. Although it will take longer than 30 second for them to bring all units, I would like to think that the staff is fully competent in resolving this type of issue. I have also suggested to deliver my order later on as the rain will stop in about an hour, but I was told “love does not work like this, and they will not come back”. And on the top of it they he said I should have thought this through!” Not to say I do not have any power in controlling the weather! 3. I was told that it would not be possible for them to drive down my road, even though I had given few options. I have also asked to give me the warehouse phone number so I would have called on their behalf to ask for further advises. I was astonished when I was informed that they only have private numbers, and they could not share. Again, I have specified that I need the landline phone number as a business surely, they would have one. And again, they said there is not a land line to call. So, I google the number and asked to wait till I will speak to the operator, and he said: “it will take hours to get through”, he did not have time to wait hung up on me and he drove away! Please note the call lasted 5 minutes, to me seem that the driver already decided to drive off! 4. To say I am shocked of the service I have received is an understatement! I have driven to the store and made a complaint to the point I wanted a full refund as the service I have received so far is unacceptable. After my arrival at the shop, I had to queue for quite a while to speak to the store manager. The queue for the complaints was bigger than the actual customers buying furniture, this tells me a lot! Ifran (the store manager), fully understood the situation and he did apologise on behalf of the driver and confirmed the store does not have tools to track the delivery or the drivers. Once the order has been placed a separate company take over. However, the delivery was rescheduled for the 12th August. 12th August, again I have taken a day off to accept the delivery in the hope this nightmare will end. Utterly disappointed the 3rd attempt to deliver my sofa-bed turned out to be a L shape sofa. Honestly, I could not believe and rejected the order. I have called the store to ask a full refund as I really had enough aggravation and I do not have any more time to chase and re-arrange the delivery, I strongly believe this is the job of the store or customer service. Off course I did not get through as the complaint line is always busy. I said myself, I will try again tomorrow. Later in the evening I have received an email stating that the finance has been activated and they will start take the payment in few days. Absolutely a joke…. I have not received the sofa-bed, but Furniture Village authorised the finance company to start collecting the money!!! The organisation of this company is absolutely a mess. The next day I called again but of course the complaints line was busy, so I decided to go through the sales line… they answered straight away. I have explained the situation and requested to speak to the store manager, and I was told I would receive a phone-call in 10 minutes. 2and half hours later nobody called me back. I called again and ask for the store manager and again I was told quite abruptly the store is busy and when the store manager was available, I would receive a phone call. I waited another hour and I called back and this time I was not keen to wait any longer. Luke answered the phoned and said they have been busy that is way nobody called me back. Well, I had enough, and I asked again to escalate my issue to the store manager, and he finally said “I am the store manager “. Again, very abrupt answer no keen to listen but just annoyed he had to refund me now. I also requested a confirmation email stating my ordered has been refunded and the finance cancelled. I needed as a proof to send to the finance company so my direct debit will be cancelled. I really don’t trust the company and I don’t want a bad credit rating on my records! The emailed I have received there was not a note a line to say: “I am sorry for”!!! nothing at all! Surely, a store manager knows what style of email to use when dealing with unhappy customers!!! The call centre does require an immediate improvement: it is impossible to get hold of anybody regardless of what day or time of the day I try! I am sure this is not first time the company face these types of complaints as the queue to speak to the manager was bigger than the actual customers looking for furniture in the shop. I wonder what type of training the staff receive at all levels. Is the driver in the right to hung up to customers and refuse to deliver because it is raining? Are there any company values that everyone should adhere to? Perhaps, the company should look into revamp and improve the delivery service having control on what is happening (other big companies already do this!). I wished I had never order from furniture village, the co-ordination and chasing the delivery has been a total disaster. I request a compensation for the time of I had to take to accept a delivery which was never delivered. Furniture Village should consider paying the customers if they need them to call the warehouse to co-ordinate the delivery. As a customer I have the right to know what happened to my delivery and I would like the operational manager to be fully transparent. I will be waiting for a response!!!
3 years ago
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