“Everything was absolutely wonderful!! The collections are beautiful, the materials are high quality, the prices are reasonable but most importantly, the service is outstanding!! We had the pleasure of dealing with Phillip and the experience was excellent. We spent over 2 hours choosing furniture and ended up buying everything we needed right there and then. Phillip was finding out the best stuff, deals, and was answering all of our questions. I have rarely had a better shopping experience so thank you, truly.”
“Not happy at all!
Bought a couple of sofas from the Friern Barnet branch beginning of May. We were told one of them would be delivered within a week. Three weeks later upon tracking the order discovered it was due to be delivered in July. Upon enquiry the lady over the phone made an effort to find out what the problem was and kindly managed to arrange delivery the following weekend for both items, on the proviso that the outstanding amount was paid first. Having paid the amount and informed them about it they confirmed the delivery would go ahead as scheduled. I even received a text and an email the day before, informing me about the delivery this weekend but on clicking the link it would not confirm the order. So I rang them to enquire, and they flatly told me they had not received my outstanding payment clearance from the store so will not deliver as scheduled. The text and email I was sent confirming the date and time of delivery were, it turns out, ‘just automated’. It beggars belief!
I am extremely upset and annoyed as our plans for the bank holiday weekend have been spoiled since I was planning to host a party on Monday once the sofas had been delivered. Now we have no place for the guests to sit!”
“Ordered chairs beginning of May and in October I still don't have them. Too supplier went bust and the stock had been bought by FV. Over a dozen calls later they still can't find them in their warehouse. Told different stories at different times and had to constantly chase. Find a furniture company that know what they are doing.”
“I recently visited Furniture Village (Friern Retail Park) for the third time and each time was served by an excellent sale staff called Phillip, nothing was too much for him, even when I was indecisive, his patience was exceptional. I would recommend the store and definitely, go see Phillip.”
“Possibly the worst customer service experience I have ever endured in my 38 years of life.
Whoever knew it could be so difficult to purchase a wardrobe?
Congratulations Furniture Village for repeatedly failing at every possible opportunity. Wardrobe arrived 2 months late. Delivery team failed to correctly install the wardrobe and the doors are misaligned. 1 month on and I am still left with wonky doors. And all the time you have failed to call me back, keep me in the loop, or in anyway solve any issues. I must have called you over a dozen times, been on hold for hours on end, met with the same responses and promises and every single time you have let me down.
All this, and it's a bloody wardrobe.”
“I agree they are appauling. We ordered a dining suite in September 2021, by March 2022 we were still waiting, got fed up and cancelled the order. We were promised a refund within 2 days by a very rude guy named Philip and we still have nothing”
“A truly appalling company from top to bottom.
Only 9% of Furniture Village Customers are happy on these reviews, that is shocking statistic 91% are unhappy with either the products, customer service or both.
We purchased an expensive bedstead and a top of the range Hypnos Ortho extra firm mattress separately.
The bedstead we purchased from Furniture village has 9cm gaps and even 10cm gaps in some places, when the industry guide lines are only 7cm gaps.
Under the how to care for your mattress guide on the Furniture Village website they warn customers not to buy a slatted bed stead with gaps bigger than 7cm because it will damage their mattress and as we found out make your guarantee invalid.
Every mattress manufacturer state that their guarantee is invalid if laid on a substandard base with slats bigger than 7cm. The one sold to us by Furniture Village has 9cm & 10cm gaps.
Even after giving this advice on their own Furniture Village website and it being against industry guidelines, they still sold us the bed base that is not fit for purpose and substandard.
Their customer service is appalling, it took over 3 weeks of calling and getting mailbox full messages (This is for their customer service) before we finally went up the hierarchy chain and spoke to Luke the General Manager of Friern Barnet and Stevenage.
His attitude was, we have done nothing wrong and as a gesture of good will we will replace the slatted base, but we don't have to do this, and if you refuse this gesture, you will get nothing.
We really wish we had taken the time to read the negative reviews on Google before we paid cash and lost our money.
This is not a sustainable business model, and if you are still thinking of making a purchase after reading this review, my advice would be to pay with a credit card. At least this way if they go into administration you will get some money back.
The 20 year structural guarantee is laughable and not honoured.
Be warned they work hand in hand with a very shady company called Homeserve Furniture Repairs that has been shamed by money saving expert and has truly shocking reviews that use these words to describe them.
Incompetent.
Cowboys.
Woeful.
Unprofessional.
Scammers.
Scam.
Hopefully if more people name and shame these unethical practices the Ombudsman will finally step in.
Though 91% of negative reviews is extremely high.”
