Unreliable, untrustworthy, and unprofessional. I purchased a £900 partially assembled wardrobe last month over the phone from Joel at the New Malden store. When the delivery team (an external company with no affiliation to Furniture Village—huge red flag) attempted to bring it upstairs, the wardrobe was damaged. They took photos and assured me it would be reported, but this turned out to be false, as they later denied any damage had occurred. Despite their attempts, they claimed the wardrobe wouldn’t fit and rejected it due to an "access issue," when the real problem was the damage. This was especially surprising since a 5ft king-size ottoman bed had been delivered just a week earlier with no issues. The wardrobe was returned to the delivery depot, where the manager also denied the damage and maintained that it didn’t fit. It’s now been almost a month, and I’ve had to struggle daily to get any updates on compensation, a refund, or an exchange. I've called the New Malden store every day, multiple times, only to be told, “We will call you back,” but I’ve never received a call. I had been in contact with the store manager, Addy, who has since mysteriously left the company (which is hardly surprising). I even visited my nearest store for assistance, but they refused to help, saying it would be like “stealing money from another branch”—how ironic. They have essentially stolen my money. If this issue isn’t resolved after this review, I will escalate it to a tribunal and pursue Furniture Village in small claims court. This is not a family-oriented company. They have no values, no customer care—just another money-grabbing business.