DO NOT BUT FROM FURNITURE VILLAGE! I spent £5,100 on a new leather 3 piece suite (Missouri). The following fiasco took place over 6 months as Furniture Village’s customer service was absolutely appalling, the worse I have experienced! Over 40 emails were sent to them, virtually all were ignored. Requests were raised via their website (as their phone message tells you to use this so they can call you in 72 hours), Furniture Village never responded to those website requests and I lost count of how many times we had to ring Furniture Village (as they never rang us) and spent hours on the phone trying to get the issue resolved. I had 2 of their after care agents hang up on me. 1 of their call agents laughed to her supervisor in the background at my wife when she was complaining. Another agent sighed at my wife when we were complaining. We asked to speak to a manager over 10 times and we’re always told they had to raise a request for this to happen and that a manager would call us in 72 hours…NOT ONCE DID A FUR ITURE VILLAGE MANAGER CALL US BACK THROUGHOUT THE 6 MONTHS OF TRYING TO RESOLVE THE ISSUE. AFTER 6 MONTHS OF STRESS WHILST TRYING TO GET THE ISSUES RESOLVED, NO COMPENSATION WAS GIVEN AND NOT EVEN AN APOLOGY! After using the furniture for 1 day, I found 9 defects on the furniture. The leather on the 2 seats used had significantly sagged and the looked like it had been used for years. There were a number of issues with the stitching (such as not being aligned with stitching on seats next to it) and stitching pulling apart on one seat. As is my statutory consumer rights (to request a refund within 30 days for defective goods), I emailed Furniture Village the day after delivery requesting them to take the furniture away. Instead, they insisted I had to let them sent their “independent” furniture expert to review the furniture to see if repairs could be made. They did not send the expert for 40 days. Despite discussing all the defects I had emailed about, the furniture technician did not cover all the defects in his report. Another visit from a technician was arranged, by which time more issues had appeared as one settee started to make rattling metal sound when the recliner was used and the other squeaked whenever it was sat on. Another technician came and wrote a new report. Furniture Village then began to dispute that some of the defects were manufacturing defects, they suggested the extremely sagging leather was wear and tear, despite it appearing after 1 day! Their expert’s report stated that extra sponge was needed in the seats to address the sagging but that it was not a manufacturer’s defect! Despite my statutory consumer rights being that I could request the defective furniture to be taken away and a refund issued if requested in 30 days, a Furniture Village agent told us that by law we have to let them try and repair the defects! An expert was sent to fix the rattling metal (lose parts on the settee which was hardly used) and the squeaking seat (with WD40 and the squeaking returned later on!). After hours of phone calls Furniture Village agreed to send a technician to carry out the remaining repairs and put extra foam in all the seats. The technician who was sent advised he was unable to repair the stitching pulling apart. He put extra foam in the seats but 1 day later the leather was no better (as obviously it was too stretched as had taken 5 months for Furniture Village to agree to this repair). After many more phone calls I had to point out to Furniture Village that their own “independent” experts had reported the stitching pulling apart as a manufacturer’s defect and that the same experts had said it was unrepairable. Finally they agreed that (as is my statutory consumer right) they had to take the furniture away and arrange a full refund. Furniture Village then advised me I had 28 days to have new furniture arranged as they would be taking their furniture away in 28 days (despite them taking 12 weeks to deliver the furniture and taking 6 months to resolve the case). However, if I swapped for different furniture from Furniture Village they would allow me as long as I needed! After further phone calls they agreed to allow me longer and the furniture was finally taken away after 6 months of stress and anxiety caused by Furniture Village due to their disgusting customer service. NEVER BUY FROM FURNITURE VILLAGE, IF THERE ARE ISSUES WITH ANY FURNITURE PURCHASED, THEY WILL NOT COMMUNICATE UNLESS FORCED TO AND WILL DO EVERYTHING TO WRIGGLE OUT OF REPAIRING DEFECTS WHILST KEEPING YOUR MONEY! NO COMPENSATION WAS GIVEN FOR THE STRESS AND ANXIETY CAUSED BY FURNITURE VILLAGE AND NO APOLOGY FOR THE POOR CUSTOMER SERVICE OR THE FACT THAT THEY PROVIDED EXPENSIVE FURNITURE WITH MANY DEFECTS.