SHOCKING customer srrvice. You must read before buying from Furnature Village I purchased a rise recliner leather chair on 23/05/23. Cost £1,124. Within six months the leather was peeling off the left arm. I complained at FV Nottm. They said the care and protection chaps would have a look. They came on 26/03/24, 7 weeks after logging the complaint. Chap came asked a multitde of questions including what medication my fathers taking and took dozens of photos. He said it was caused by bodily fluids. He seemed a little negative. I pointed out on the policy it clearly states that body fluids are covered. He said that its possibly caused because my father is on warfarin. He said they would be in contact to set a date for repair within two weeks. Nothing heard. Phoned them on 09/04/24 said they would look into it and call us back. Five weeks had passed and on 25/04/24 we phoned them, we were passed from the repair company to furnature village 8 or 9 times spent almost two hours on the phone. The repair company EMMIERA said they had no record of us. WOW terrible customer service. Booked them to come again. Arrived 03/06/24, this is now 4 months since my complaint to FV. Another chap arrived, he looked at the chair from about 3 yards away and said straight away "not covered for repair because damaged by body fluids" i explained to him that someone from his firm had already been and said that it would be done. He went out to his van to make a phone call. When he returned he immediately said its not covered because my father takes warfarin and that has caused the peeling. I had not said anything about my fathers medication to him but after the phone call he knew about it. Its clear that Emmiera are liers. I said that the policy clearly states body fluids, he said its not covered because of warfarin, i said that it does not say anywhere on the policy that medications are not covered, he replied "its a grey area". I said i read black and white. On the 05/06/24 i went to Furnature Village, Castle Marina, Nottingham. I saw the manager Dave P. I fully explained all the above and the poor treatment. He looked at his computer and said that the care repair had closed my claim on the 30/03/24 after the first visit. He said they had sent my wife the report via email. I informed Dave P that we had not received any report, he would not print a copy of this report for me. He said he would get Emmiera to send it to us. Within the report that Dave read to me, it said that their is no fault of the manufacturers. I said to dave that clearly, a new chair would not peel like it has. Also with all the poor customer service from Emmiera that this is not right. I said to Dave the manager, that i had reported the fault approximately 7 months after buying the chair and had nothing but shocking treatment resulting in extreme stress for my elderly parents. I requested that i be refunded the full price we paid for the chair. His reply was "its not FV responsibility when its bought, its down to the repairers. Dave was very uncaring and not bothered. Its clear to me, that you have our money and dont care. The furnature repairers look for any excuse not to do the repair which would cost about £500. The furnature company should not be asking any customers about their medications. They are not toxicologists. I showed my pharmacist a picture of the damage, she said that taking warfarin would not cause it. It is clearly a poor quality chair, sold as leather. Not leather then colour sprayed. I am very dissapointed with the whole process. If its warfarin causing this damage, my father must be sweating buckets. Also its just the left arm of the chair, surely the right arm and where his head rests would be damaged. I warn others buying from FV and taking out damage and accident cover. Its a con, worthless waste of money sold by FV to remove responibility from them. This happened within months of buying it. Any goods purchased are covered against damage for the first 12 months. The Nottingham store manager says this is not so. Ord num - 29R281412 Date of experience: 05 June 2024