Bought a G Plan 3 piece suite which was delivered in December 2021, just before Xmas. This item was for us, very expensive, but G Plan said reliability & quality to us. Both chairs were delivered faulty, confirmed by Homeserve, Furniture Village’s engineers. Although we reported these faults in February 2022, Furniture Village ‘After care’ department told us that we were not entitled to a new suite as we reported the fault out of their 30 day fault reporting period. Hence, I agreed that the 2 chairs should therefore be repaired & then I began the wait & non communication from the ‘after care’ dept despite my many calls for updates on when the repairs would take place. I called the ‘after care’ team again & again sometimes with promises from FV of a call back with updating information which never happened. I emailed Peter Harris, the CEO in March 2022 with my complaint & asking for his help, I got no response! Finally, in desperation, I filed a claim in the Small Claims Court in June 2022 for the refund of the value of the suite. This is when Furniture Village’s Judith Barnes, Online Administrator Supervisor became involved in our case due to the court claim. The service from that point on, from FV, became absolutely first class. We were rapidly offered several option, repairs, replacement or full monetary refund. We opted for the full monetary refund including our court costs of £205 - this was overseen every step of the way by Judi Barns with a full agenda for the collection & return of the suite & monies returned! I must explain that at this stage I withdrew the court claim as I was being given just what I wanted originally. Ms Barnes turned a really awful experience with FV into a calm reassuring one. What I am sad about is that we are asked to put boxing gloves on to fight these established companies like FV that think sub standard in quality is totally acceptable for their valued customers this then leading to sub standard in customer care…we deserve more as your valued customers. Let’s see you giving it to us without all this aggravation & bad feeling!