Horrific customer service - product ordered online from Furniture Village website on the second of January, with 'guaranteed' delivery within 21 days. Contacted Customer Service on Tuesday the 6th of February to ask why product hadn't been delivered. Customer representative promised that they would look into the issue and that they would e-mail back the same day to confirm what was happening and he sad that they would offer a financial gesture of goodwill, once they had spoken to the suppliers and the FV Distribution Centre. Having heard nothing for a further week, I contacted the Customer Service Centre again on Monday 12 February to ask what was happening with the order and to let them know that I did not receive my e-mail, and furthermore to ask about the status of my order. Laughably during the period of this week we did receive an e-mail on Sunday the 11th of February asking if we were happy with our 'new purchase' and to rate their delivery team! The Customer Operative I spoke to was very apologetic and tried to help, they offered to contact the Distribution Centre to find out what had happened to the order and apologised for the failure of their colleague to e-mail me following the previous phone call. The Customer Operative said that as a gesture of goodwill that they would refund the £49 delivery fee, they then followed up with an e-mail to confirm the conversation and that they would be escalating to find out what had happened to the order. When the Customer Operative called back later this afternoon they said that they had still been unable to locate the goods in their distribution centre and that they would follow up with a phone call on its status the following day. They also said that they had made a 'human error' and that the goodwill gesture would be £9 and not £49 - I don't call that a gesture of goodwill! I call that being messed around again. As a previous customer of FV I feel that the company was not taking adequate steps to ensure that this matter was resolved promptly and adequately, and when I enquired of the Customer Operative on the potential of talking to a Senior Manager about the issue, I was informed that if I escalated this up it could take up to 48 hours for the Supervisor to respond. I do not call this satisfactory customer service. As a result, and having wasted a considerable amount of time on this issue I have requested a full refund which I am told will take 3 - 5 days to process. All I can say is if you want excellent customer service I would not recommend Furniture Village based on personal experience.