Name: Furniture Village
Address: 258 Bath RoadSlough, Berkshire
Rating: 1.29

“Had a new sliding wardrobe fitted in May 21, within a short time one of the doors has come off its runners. Can I get them back out to fix apparently not as they won't respond to my calls or emails. Lynne”

Helpful Report

Posted 3 years ago

“Absolutely appalling service since ordering my furniture in Slough. Furniture over three months late. When it finally arrives there is damage to the table and there is no bench to go with the dining table. It's been over a month and I've had zero updates despite me leaving various messages and emails, even twitter has not responded to my messages. Absolutely appalling service. I will not be buying my furniture from here again. The above is just a shortened version of my issues. Save yourself the stress and read all the negative reviews! They are all around very similar issues about the low level customer service, lack of replies and failed delivery installations. Xmas is fast approaching and I doubt the bench will arrive, causing further undue stress!”

Helpful Report

Posted 3 years ago

“The wrong sofa was delivered, no returned email, so I went in the store, and was told the colour is right, so that's all that matters. The man kept talking over me not listening. When I called the man on the phone was laughing and mocking me. I will try to talk to the manager again, but they never seem to get him for me, I wonder why? Nasty horrible staff. Go to Dfs they are a professional company.”

Helpful Report

Posted 3 years ago

“Appalling customer services. Placed order in June stated 6 weeks delivery timescale. Multiple calls to customer services with delay after delay, unhelpful agents who never got a manager to call me back when requested /promised. No communication from Furniture Warehouse until they sent an email in December saying delivery delayed until January! Called back yet again to get a refund.”

Helpful Report

Posted 3 years ago

“DO NOT USE if you want to receive your furniture. Asked to pay for our table & chairs on 10th November- which we did- as the furniture was in stock, sold our own furniture and received the table on 17th. All good so far except that still no chairs!! Apparently coming from supplier who has had them in stock since end of November and after many many phone call and promised call backs still waiting.”

Helpful Report

Posted 3 years ago

“Furniture Village in Guildford are the worst company I have spent money with, I will never purchase from them again. £5,600 spent in May on Lounge sofa's, Dining table set and Sideboard. ETA was 12 weeks, no communication from them, we had to telephone to find out it would still be weeks until delivery - yes we are aware of the current situation! We were overcharged by £70 - Do check their adding up, it seems some salesmen failed in Maths class! A sudden call to say part of the order would be delivered next day left us little time to organise removal of existing items - they even got that wrong. We had to wait a further 4 weeks for the remaining part of the order only AFTER contacting them and our items were actually sitting in their warehouse. Several promises to call and update us did not happen, perhaps an overview of all staff and levels of communication might help? Very poor service all round. Shop elsewhere!”

Helpful Report

Posted 3 years ago

“Order - 8091EE041 Let me just start off by stating I spent around £10,000 this year at the Gillingham show room, no issues. We then we made the error of ordering a £200 rug from their online store. We ordered this on 8th July 2021 and patiently waited, having waited 8-12 weeks for the furniture ordered from the showroom. Around 3 months later we called Gillingham and were told we had to call the online shop as separate entity. We then called a couple of times but had to go as was waiting over 20 mins a time. We decided to email instead. Never got a response from emails. By the end of October I managed to get through to someone on the phone who told me that the shipment was in Dartford and would be delivered soon. Having waited 10 days with no rug I called back again; the next assistant called the supplier while I was on the phone and to much shock said the rug had been delivered at the end of July. Well, we had never received a rug, never had a note through our door, never had an email and defiantly no call. Apparently, it had been delivered to a neighbour unbeknown to us. They then provided an email with proof of delivery and picture of the neighbour receiving the rug and suggested we make contact. I then had to go have a very awkward conversation with the neighbour who suggested they had never received the rug; once presented with the photo the story changed that they had left it on the road outside our house as no one was in. We then emailed them to say we wanted to make a formal complaint, as we were never informed of the delivery to our neighbour and had wasted a lot of our time on the phone and emailing, as well as waiting for over 3 months - not to mention the awkward exchange with my neighbour. We never got a response back, sent another email, again, no response. In total we had sent 6 emails over the course of this endeavour and maybe had 1 response. After waiting another 2 weeks with no response I thought I would have better luck on the phone. I asked to speak to a manager and was told they were busy and would call me back, so provided my details. No call back for two days. I called back again and said I needed to speak to someone today and I had been waiting for a call back. Finally, I got a call back from a manager who didn’t seem to have any idea of what was going on with the order, in fact every time I called this company, I had to explain the whole story again and again. Anyway, he asked me what I want to do, refund or the rug, I said I want both. At this point I felt we deserved both with the amount we had recently spent at the Gillingham showroom and all the terrible service, no response and wasting of my time trying to chase them up. I was told I could not get both. I insisted and he told me he would see what he could do. I did not hear back from him. I had waited another 10 days. I decided to call back again, this time the assistant couldn’t put me through to the manager but asked what was going on, and I explained again. He then asked what I wanted to do. Being exhausted and dejected by this ordeal and with no acknowledgment from management, I thought the best thing to do would be to reorder the rug and once received, I would then attempt to get a refund for all the time wasted and poor service. The assistant then said he was reordering the rug which should be with me in a week. A week went by and we then had a refund turn up in the bank, no rug. I urge anyone out there looking to buy anything from this inept bunch, PLEASE DO NOT!!!! Worst experience I have ever had to endure while buying something online. Zero customer service, awful communication, management which don’t care or respond and never any notes made regarding my ongoing issues.”

Helpful Report

Posted 3 years ago

“Paid just under £3000 for a reclining sofa. After just a few months the front of the sofa cushions are getting caught in the reclining mechanism. After 5 months we still have no resolution, despite Homeserve report stating that there is an issue with the design. On hold for minimum 45 minutes every time we call Customer Services only to be told they can only take a message for the Resolutions team. No response to our written complaint and whilst store manager is sympathetic seems he has zero power to help.”

Furniture Village 1 star review on 6th December 2021

Helpful Report

Posted 3 years ago

“Ordered bed frame and mattress which was delivered on 17 November. Total cost: £3,500 It was delivered and set up by their professional delivery drivers. It looked beautiful. Left the bed and mattress for approx 6 hours to breath and then decided to make the bed. The mattress was so hard to lift out of the bed frame - it had been wedged into the frame. When we put the sheet on it kept popping off because it was so tight to get mattress into frame. We left it for 7 days and then I noticed the £2,500 mattress had concaved due to being forced into the space. I rang the shop and was told by the lady that sold it to me to ring customer services. I was 25th in line on the phone, sent emails, no response so sat on phone for at least an hour. I was told they would send an independent company out to see what the problem was. A young man arrived and checked the bed and mattress, measuring etc etc. He decided that neither of the products were faulty but, The pillow topped mattress which we were advised was an excellent mattress but unfortunately it would not fit into the frame because of the headboard. He then found that the bed frame was adjustable, he proceeded to adjust the bedframe to its lowest setting and the mattress fitted in, he then advised us that the concave of the mattress would settle. The bed and mattress was now like a futon, almost on the floor, we tried it and I was very uncomfortable. My granddaughters came today and with my husband they removed the mattress and found that the bracket on the top of the bed my side had come out and I was actually sleeping lopsided. I have reported it to the Thurrock shop manager and we explained that when we bought the bed we explained to the sales person that we have several health issues, we both suffer with variosu forms of arthritis, therefore the bed had to be a certain height, not too low etc, we are both in our 70s and we wanted to make sure what we bought was right. The bed and mattress that we viewed and tested was what we bought believing her to be correct in what she was selling us. We took photos of the bed and mattress in the shop and have taken photos in our home. The manager of the store said he will get back to us next week. We will be paying a visit to the store on Monday with our photographic evidence. We are happy to exchange the frame for one that is suitable for the mattress we bought. We will arrange for a representative of the mattress manufacturer to check the mattress and if it is permanently damaged we will want a new mattress. I am so so angry, upset, disappointed etc we paid good money for what we were told was the right product for us. It needs to be sorted now and if need be I will take legal action against the company.”

Helpful Report

Posted 3 years ago

“The header says “we are sorry that you have had a bad experience “ however clearly they are not having read the reviews below of continual poor service.. Also told they don’t have a complaints department. If they did they might realise what a shambles this Company is and go some way to improving the customer experience… No communication, continual delayed deliveries, store said they couldn’t follow up but the warehouse said they can we have been pushed from pillar to post and still no furniture…. We thought a month leaway would guarantee us a delivery before Christmas but it appears not”

Helpful Report

Posted 3 years ago

“DONT NOT DARE BUY FROM THIS COMPANY!! ORDERED SOFA IN AUGUST WAS TO BE DELIVERED IN 11 WKS ALL THEY DO IS GIVE YOU STORIES!! THEY SELL FURNITURE THEY DONT HAVE ABSOLUTLY BIGGEST CON COMPANY!!! GOING FOR MY 500 DEPOSIT BACK!!!”

Helpful Report

Posted 3 years ago

“An absolute joke of a company. How they are still in business I really don’t know. Ordered table, chairs and bar stools in June. Delivery 8 weeks advised at time of order. Since the beginning of September I have called numerous times, waiting often like tonight for over 45 minutes. Each time I am given a different answer. Order isn’t in the country yet, it’s at the docks, it’s in the warehouse then back to not in the country. Was told to call on a Monday as that’s when the system updates. Called on a Monday was told I was given incorrect t info and that the system updates as and when. I actually feel sorry for the call centre staff who must just have endless days of unhappy customers to deal with. Whoever is in charge of this terrible company needs to go back to the floor and see what’s become of a once reputable company instead of sitting in his office reaping the profits. Seriously 38 e mails, none of which have been answered and over 30 calls, I actually give up. No table or chairs at Xmas for us. So so disappointed. Please before you order anything from this company, if you need it within a year don’t bother.”

Helpful Report

Posted 3 years ago

“5 failed deliveries, no idea what depot my sofa was in, cancelled within the refund policy, now waiting almost two weeks for a refund. Customer services just 'send' emails internally on your behalf to other useless departments. Their system claims the refund is processed but no money in my account. If this company are still around in 2022 I will be amazed. The worst I have ever dealt with. Plenty of other better sellers out there.”

Helpful Report

Posted 3 years ago

“Placed an order in August was promised delivery in mid October waited till end of October heard nothing so had to contact them ourselves then was told November we would get our delivery still nothing. Finally got our dinning table delivered and was asked to pay full price and promised that our chairs will be coming the following week we paid the full amount and still no sign of the chairs. I asked to speak to the manager was told the manager was going to contact us back and heard nothing back so had to contact them again myself and got told the manager is with a client. Its absolutely appalling customer service and will not be shopping there again”

Helpful Report

Posted 3 years ago

“Had no choice but to give this a 1 star rating otherwise it would of got a 0! Will never use Furniture Village again. What an absolute circus it has been from day 1 with the worst customer service we have ever experienced! We ordered 2 beds and 2 mattresses using the SLOUGH BATH ROAD branch back in August. It has been an ongoing nightmare dealing with these people! Totally unprofessional! We have had to keep going back into the store several times as they never answer the phones and communication is none existent. When you do go into the store they don’t seem interested in dealing with you or sympathetic or apologetic to the issues they have caused. Basically once they’ve got your money they just aren’t interested! On having to go to the store on one occasion to chase up what was going on with our orders we were told the wrong date for a mattress so waited in all day only to have nothing turn up! Then we were told one of our bed bases would be delayed but the delivery date kept getting moved back and as ever when we tried to phone it just kept ringing and ringing so yet again it was another visit to the store to find out what was actually going on! We were told that there had been a fire at their warehouse so hence the reason for the dates being pushed. But the sales contact could be bothered to inform us of this! We FINALLY had our main bed base delivered yesterday and with great releif thought that we would see the back of Furniture Village. But no! We were informed by the delivery men that the legs of the bed were missing! Wonderful! Plus after originally being told to expect delivery between 10 & 2pm, they finally turned up at 4pm. So yet another wasted day and yep! Another trip back to good old furniture village to try and sort it out! Never again! Non existent customer service, endless trips into the store, an absolute circus! Avoid.”

Helpful Report

Posted 3 years ago

“I agree with everything that is being said on here about this company. I cannot stress enough, DO NOT ORDER from Furniture Village! I ordered and paid Chelmsford store almost £5000 order in May 2021. I have made 100's of calls to the store and as others on here say unable to get through. I have spoken to their complaints resolver multiple times. Always told my furniture is "in the wrong warehouse" and issue will be escalated and resolved. Today, yet another failed delivery "because my order is in the wrong warehouse". Where it has been for months. Just over a week ago Store Manager phoned me and said he has organised for order to be deliver today. Then late yesterday afternoon I get an email saying it won't be delivered today because, guess what? IT'S IN THE WRONG WAREHOUSE!! Furniture Village seems incapable of getting my order simply moved to the correct warehouse so that it can be delivered to me. Like others on here, I moved house and have virtually no furniture, including table and chairs. Christmas and family few weeks away. Perhaps we should take our Christmas Dinner and sit at my paid for table In The Wrong Warehouse. I will never recommend this company.”

Helpful Report

Posted 3 years ago

“Still waiting for sofas nearly 6 months after ordering. Just received an email to say possibly after Christmas now. I would lose my deposit of over £500 if I chose to cancel my order. Will never order from them again.”

Helpful Report

Posted 3 years ago

“Just as I thought Furniture Village could not get any worse, they have. After cancelling my order for dining suite because they kept lying about delivery (3+ broken delivery promises) the cost was £2353.00 but when I cancelled they deducted £588.25 because I cancelled, they then said the money would be in my bank(£1764.75) within 7-10 days. Well after 14days no money. Please go elsewhere if you are looking for furniture because if there is a problem with your delivery through Furniture Village you with have a nightmare trying to sort it out as they wont be bothered. Also if you put a post on a review site Furniture Village give a reply that apologise and that someone is looking into it and will contact you, that probably wont happened.”

Helpful Report

Posted 3 years ago

“In June 2020 we ordered a new dining set with a matching cabinet (order number 640401195) to go in our newly purchased home which we was moving into in August. We was told it was 16 weeks for delivery which would be the end of October, this would mean that we would go without a dining table for a couple of month which isn’t ideal but we thought it wouldn’t be too much of an issue, what’s a couple of months! 19th October- we receive an email stating that due to the ongoing effects of the pandemic our order will now be delivered in mid-December. Yesterday (22nd November) we receive another email stating that there is a possibility delivery may be put back beyond Christmas and to hold on to existing furniture. We don’t have any existing furniture because I am in a new house!! We placed this order in June and now you’re saying it might not be here until after Christmas!! This is completely unacceptable !! Where the hell is our family meant to sit for Christmas dinner? On the floor??? Our first Christmas in our new home now going to be ruined because of your lack of transparency. Why after almost 6 months can you not give us a delivery date? If we had of know it was going to take this long we would never have placed the order!! The lack of customer service, communication and transparency shown by furniture village has been appalling. What excuses are you going to use for that, Covid? We will never be ordering from furniture village again and I won’t be recommending them to anyone. I am going to put a review up on every single online forum and social media platform to let people know what an absolute disgrace this company is. Merry Christmas!!”

Helpful Report

Posted 3 years ago

“Terrible company. Virtually impossible to phone. Constantly put my order back. I moved into my new house 2 months ago and I still have no furniture to sit on. Orders constantly put back and told today it will be sometime in 2022. I ordered in July. Avoid.”

Helpful Report

Posted 3 years ago

Furniture Village Reviews