Haven't not shopped or purchased items from Furniture Village before, I thought their pricing was reasonable and their item descriptions informative. I really wish I studied in-depth the online reviews before I purchased two bookcases (same material - one tall and the other wide). I ordered the two items online in April 2018 and was informed it will take up to 7 weeks to be delivered. Date came and went with no contact from customer service to inform me that delivery will be delayed. At the beginning of July, I made my first phone call to Furniture Village customer service to enquire the above. I was informed that delivery of my items will be next week and I will receive a phone call from the delivery team letting me know of the day and time slot these shall be arriving. Again week came and went, again another phone call to customer service, again informed these will be delivered the week after. During that week, I received a phone call from the delivery warehouse, who informed me of the day and time slot. However, one bookcase was damaged (large fist shaped hole through the back). I was asked if I wanted it, I of course said 'no thank you' and was told it was on the lorry anyway and will need to let the delivery team who arrive aware of my choice (?). Items were delivered on the day and time slot stated. Informed the delivery driver the situation, he then took pictures of the damaged item using his iPad. His iPad failed on numerous attempts to process the return and the request for another to be delivered. Informed me not to worry and took the damaged item with him. Few days past, again phoned Furniture Village customer service, explained the recent situation. As return had not been processed, there was no record, meaning nothing would have been done if I hadn't called. Customer service had difficulties in contacting the delivery warehouse. Over a week or so, I called customer service three more times, eventually I was informed a replacement bookcase had been ordered and will be on its way. Again, waited 6 weeks, no information, I then received a phone call informing me that the bookcase had been discontinued and I will receive a phone call from the refund team who will process my refund. Unfortunately, I missed their call and again called customer service. I was informed again, that I will receive a call from their refund team, as I have to confirm with them that I want a refund (?). Still waiting for a refund. I will never purchase items or recommend this store to anyone.