Name: Furniture Village
Address: 258 Bath RoadSlough, Berkshire
Rating: 1.30

“I have called multiple times and get told the same story over and over again that my sofa is with the Guildford warehouse waiting to be sent the southampton warehouse. When i have called for the past 4 weeks i have been told there is an urgent note saying it will be delivered to the other warehouse. Still waiting after they told me it would arrive after 3-5 days. Customer service is shocking no body ever calls you back. If i didn't already not have a sofa i would have cancelled my order a long time ago and gone elsewhere.”

Helpful Report

Posted 3 years ago

“Absolutely appalling service and customer service is in negative numbers. It would be useful to have the chance to rate companies below zero! We ordered two sofas, a chair and a twister stool on May 1st at the Ipswich store. Delivery was given as 7-9 weeks. Two weeks later we got a phone call from the Norwich depot saying our sofas were ready to be delivered. I queried this and was told no it was our order and the stool would come later. The sofas turned up but one had a brass panel which we didn’t want. The delivery driver said he would report the error and the Ipswich store would be in contact to let us know when the correct sofa would be arriving. Suffice to say four phone calls later, two visits to the store, four unanswered messages and still we are no nearer to finding out when we can take delivery of our missing item and swap our incorrect sofa. Like many other people leaving reviews the cyber attack has been blamed ( they were taking computers from the store on one of my visit days) & I have been told that I have something to sit on so what am I making a fuss about! After reading what people have written about unanswered phone calls, writing to the CEO and so on I am going to write to Watchdog and approach my local trading standards office. I am also going to state the facts on social media. I too wish I has read the reviews on Trustpilot before placing an order with Furniture Village and parting with my hard earned cash. BUYER BEWARE”

Helpful Report

Posted 3 years ago

“Avoid like the plague. They recently had a computer hitch where there was a breach of security on there system. After many phone calls as to my daughters purchase, she has a medical condition and was sleeping on an air bed for 5 weeks all be it she was promised delivery of mattress would be 2 week. Furniture Village has had the audacity to charge 25pet cent of the total order as a cancellation fee. My daughter has emailed the CEO Peter Harrison twice and not even a response.”

Helpful Report

Posted 3 years ago

“DO NOT BUY FROM THIS COMPANY! This is by far the worst retail experience I have ever had. When ordering I was given 3 different prices from different stores and when trying to order online. Nobody knows what they are doing and eventually I had to make a complaint to head office in order to place my order at the right price. Was promised regular updates after purchasing and was told 7-9 weeks for delivery. Didn’t hear from anyone so chased it up after 9 weeks and was told by the store manager at Croydon that it was due in the warehouse in the next 10 days. Didn’t hear anything again for 2 weeks so had to chase it again and was then told it’s due week commencing 16th Aug which will be 15 weeks from ordering. The company never call or update you and have only come back to me when I have complained directly to the store manager. I have now written 2 emails to the complaints department of which neither have been replied to or even acknowledged. I have also emailed Peter Harrison (CEO) to try and get some answers but he has even bothered to respond or have a secretary respond so I guess when the company’s CEO doesn’t give a toss about customer service the rest of the business sees it as ok to treat customers so badly. I just wish I had read all the other negative reviews before parting with £2000 of my money. This company DOES NOT CARE ABOUT THE CUSTOMERS so please do not spend any of your hard earned money with them because you WILL regret it and you will spend weeks chasing your goods and nobody will call you back. FURNITURE VILLAGE YOU ARE AN ABSOLUTE DISCRACE and should not be allowed to trade and do business the way you do. Perhaps Peter Harrison should try buying something from his own business anonymously to realise how bad it really is (that said he should already know by the amount of negative reviews the business receives). PLEASE PLEASE BUY FROM SOMEONE ELSE AND SAVE YOURSELF ALL THE STRESS OF BUYING FROM THESE COWBOYS!!”

Helpful Report

Posted 3 years ago

“After sales customer service is non existent. I spent over £3k with them and it seems they take your money and then you are no longer important! The team at the Southampton Branch are so unprofessional it is beyond a joke. The Manager is never there or available and never returns your calls. Today he told his staff, well she actually did tell me when she did not know her managers name when I asked for it, that she was not employed by Furniture Village she just answers their phones so not sure she was staff, to tell me 'he had work coming out of his ears and calling me back was not happening' and he would call me back next week. Not sure how he was going to do that as the previous day when I tried to talk to him they advised me he was on holiday next week! Surprisingly he called me straight back when I said I would be making a formal complaint. I purchased a leather sofa and the filling after a period of months on the back cushions has not settled and has left the corners saggy and loose and apparently its not a manufacturing fault, but its needs taking apart and more filling added, how is that not a fault? As a gesture of goodwill they will do it even though the Manager informed me that the engineer should not have offered that as I should pay for it! When I said I would be making a formal complaint he advised me "it will come to me anyway", so basically telling me not to bother! I will be taking this further, when I am able to find out how to complain and speak to a person, as Furniture Village are the hardest company I have ever dealt with and make it so hard to complain and hide behind emails. I would not recommend anyone to purchase from them. I just wish I had read the reviews beforehand as it seem I am not alone in my opinion of them. Maybe Furniture Village you would like to call me back, not anyone from the Southampton Branch, head office??”

Helpful Report

Posted 3 years ago

“I wish I’d seen these reviews before buying my sofa bed from furniture village! I’ve had a mixture of several of the complaints on here….spending hours on Online Chat only to be cut off once in the top 3…. unanswered Emails…..calls not returned. My delivery was not possible on July 21st because the sofa bed did not come apart despite being told by the distribution team that it would. The delivery guys really tried all they could and said they would report the problem back to the distribution warehouse. After 5 days, I receive news that my financial agreement is live, so I phone Furniture village and, after 45mins (37th in line), I’m given me the phone number of the warehouse and assured an Email has also been sent and told they will be in contact in under 2 hours. No news, so I phoned them today (27/7/21) and left the obligatory message on the answering machine. Still no return call. UPDATE: Still no replies! Looking at the replies to other customers complaining on Trustpilot, their responses are robotised too! UPDATE 2: Thursday 29th in the afternoon, an apologetic Email from Carol telling me the online management team would contact me in the next 48 hours. I missed a call from them an hour later (at work) but a Voice mail said they would touch base with me today..31st. No news at 16:45 so I phoned the online team (only 12th in the queue today!). 20 minutes later, I was told the manager was in a meeting and would call me back ASAP..checked my phone number was correct. It’s now nearly 9pm and no communication again… Disgraceful. Have sent an Email for the attention of the CEO ….not holding my breath! Update 3 4pm August 2nd and still no news from anyone! But received this Email from Microsoft: Delivery has failed to these recipients or groups: Furniture Village Your message wasn't delivered. Despite repeated attempts to deliver your message, the recipient's email system refused to accept a connection from your email system. Contact the recipient by some other means (by phone, for example) and ask them to tell their email admin that it appears that their email system is refusing connections from your email server. Give them the error details shown below. It's likely that the recipient's email admin is the only one who can fix this problem. For Email Admins No connection could be made because the target computer actively refused it. This usually results from trying to connect to a service that is inactive on the remote host - that is, one with no server application. UPDATE 4 Aug 4th…40 min in phone queue to manager of online team to be told Scott out of office today. Left my details again… apparently, he will get back to me…. UPDATE 5 Aug 6th….nobody has been in touch. Tried to phone Scott but 32nd in line. Can’t be bothered to wait and have to endure that stupid ditty they play. I just want my deposit back!”

Helpful Report

Posted 3 years ago

“As previously mentioned I have waiting since February after my technician inspection to order my new mattress as mine is faulty . Nothing has been ordered You have had 6 months to place a order and nothing has moved since February Please do not use the cyber attack as a excuse this happened in may . I was working in the store , so I know .”

Helpful Report

Posted 3 years ago

“Ordered my sofas in April spent nearly £2500. Was informed my sofa was due in the warehouse week commencing 12th July I rung week before to confirm only to be told its not arriving. After hours spent on hold and leaving numerous voice mails I received a call from the store and was to in an abrupt and rude manner that my sofa is now expected week commencing 9th August. Currently on hold caller number 36 in queue to get an update. Furniture village do not call you ever they do not provide any kind of after sales the worst customer service ever and I only wish I read reviews before giving them my order. Currently using deck chairs I would recommend that you avoid this company unless you want weeks of frustrations and uncertainty”

Helpful Report

Posted 3 years ago

“So, 16 weeks ago i made the most horrible mistake of spending ~£2.5k in a sofa from furniture village. They said at the time the lead-time was about 10-11 weeks. Today not only i do not yet have my sofa, Furniture Village seem to think that it’s ok to take this much longer to fulfil an order without even sending 1 single order status update email, how is that conceivably ok!? Not just that, i’ve been contacting them regularly over the past few weeks and every single time it takes me close to 1 hour to speak to someone only to be told one of the following ( or several of them) 1- you’ll be contacted next week to arrange your delivery. 2- our system is slow, we’ll update you back 3- there is a problem with the dartford delivery center, we have asked for an update, we’ll get back to you. 4- your sofa is at guildford but it must be delivered by dartford, we’ve asked for an update and will get back to you. 5- we’ve sent an email asking for an update which we will pass on to you asap Of course, never, not a single time after more than half a dozen interactions with different support agents have a single one of them followed up or given us an update. I have asked to escalate the case and they flat out said that that was not possible. So what are my options Furniture Village? Wait indefinitely to see if the sofa comes in 12, 24, 36 months???? All the while accepting that you won’t even be bothered to send me updates about my order? Or just get a refund and go back to where i was 16 weeks ago? Is there anyone in that company who takes customer service remotely seriously? I sincerely regret the day that i stepped foot into that store and my honest advise to anyone reading this is, stay away, turn around and go somewhere else!!!”

Helpful Report

Posted 3 years ago

“Customer service non existence. I had ordered a rug from reading furniture village. The one I ordered was not the one which was delivered. Since the delivery I have contacted them about 10 - 12 times via phone, chat, email etc. no response. Very difficult to get hold of customer service. Its been 2 months I am still waiting.”

Helpful Report

Posted 3 years ago

“I wondered into the store looking for a leather sofa I wanted it to be hard wearing and relatively low maintenance I was warmly welcomed by Andrew he offered me a coffee and allowed me to explore the vast store that was imacculate I sat on a contemporary low sofa called Azione Andrew showed me the different types of leather and advised me on the best type. For a busy household,he wasn’t pushy gave fantastic advice on how to maintain my new purchase.This man knows his stuff and is willing to share without being patronising a true gentleman and professional”

Helpful Report

Posted 3 years ago

“DO NOT BUY FROM THIS PLACE. THIS IS THE WORST FURNITURE SHOP!! I have had by far the worst experience shopping from furniture villlage. I had ordered a dining table with 2 benches and 2 chairs on 24th March and have called at least 20 times since June this year being on hold for 2 hours each time. Initially i was told that the item is sitting in their warehouse and they will arrange a delivery soon after almost 2 months i managed to get the delivery arranged for last friday and it was supposed to come on 2 trucks. 1 truck came and deliver 2 chair tops without the legs and the driver said that the rest will be delivered later on, on the same day. The second truck never showed up. Since then i have been calling them everday again being on hold for 2 hours to speak to an incompetent agent who has absolutely no idea on what happened to the delivery or where the goods are. They are not even sure whether it was delivered to the wrong address, is it back in the warehouse or has magically disappeard. Each agent has promised to 'investigate' and call back but that has not happened. I honestly feel like the store has stolen my money and i do not know what else i can do to get the items that i have waited for over 4 months. This is by far the worst shopping experience and i would strongly advise you all to not buy from furniture village unless you want them to run away with your money. I would honestly give them -1 star if that was an option.”

Helpful Report

Posted 3 years ago

“I purchased a bed and base tempur paid… I purchased a bed and base tempur paid £4150. Weeks late arrival. Arrived faulty not working base and draw not opening properly. Numerous phone calls. No call back and not fixed. Shop does not answer calls and customer services sympathise but cannot get it fixed. You are obliged to pay all your money before delivery. Bed was faulty on delivery. Delivery said would get fixed!! Still broken”

Helpful Report

Posted 3 years ago

“If your looking to buy furniture, go elsewhere. Ordered table and 6 chairs in April and still awaiting delivery. Their 0800 customer service is a farce. Have spent over 8hours in total on calls, just as well I'm not paying the phone bill. Constant lies and deceit by staff telling me my order was ready for delivery and to pay balance. When I did pay balance then established from the delivery company the item wasn't even in the country!!! When I challenged the on line sales manager he didn't really seemed that bothered and offered a 10% discount on the advertised price of my item and then failed to deliver even that when crediting my credit card. I have spoken to at least 7 or 8 customer service people and with the exception of two, all seem to be saying sorry and hearing what I say but seems as if it is mere lip service. If you are considering buying from FV, check the comments on trust pilot and it seems I'm not the only one experiencing these issues!! I will NEVER buy anything from FV ever again. The last nearly 5 months have been a farce. They love to take your money but fail to deliver the goods!!”

Helpful Report

Posted 3 years ago

“How disappointing, went to Furniture Village due to concerns about Sofology, wish I had gone their instead. Sofa arrived 2 weeks late (expected) and is a great sofa, however the power pack was missing (£15 parts) but crucial for the recliners to work. The delivery guy made a note and reported it back to the warehouse. He told me to call the TUNBRIDGE WELLS store (although I ordered online). They could not have been more unhelpful or disinterested if they tried. You wouldn’t believe they were all one company. Although he did log it on the system, he made no real effort to help. He told me to log it on their website as well, which I did. Waited 4 days – no response, so I called the customer aftercare number and the operator sent an email to their Customer Care department setting out my issue. As expected, radio silence from this email. I sent a follow up email copying in Chris the aftercare guy as well, again no response not even from Chris . 3 days later I called aftercare again, waited an 1 hour in the queue and finally spoke to Raphael who said he would definitely help but I need to send pictures this time, not sure why it’s a missing power pack after all and the delivery guy had already completed this. Again, another email to customer care from Raphael, with the promise of it being sorted, but again radio silence and no power pack. All in all a very rubbish experience, I went to Furniture Village as I thought they would be better than DFS and Sofology. To be honest they couldn’t hold a light to DFS. They haven’t to date even yet acknowledged my issue and as for the TUNBRIDGE WELLS store , I won’t be giving them the time of day or my custom again ( a £3300 purchase ruined for a £15 part) Truly truly shocking customer service – avoid at all cost”

Helpful Report

Posted 3 years ago

“Look out there is something wrong with this company. Was told 9 weeks. No contact from them when I called was told chairs in the warehouse and could I pay balance. Paid balance two weeks later still no chairs. Was told they were in the warehouse, today I am told they are with the distributor. Just appalling customer service, they don't even tell the truth. Charlatans”

Helpful Report

Posted 3 years ago

“void this company. I was told my furniture would be 9 weeks, 9 weeks later I am contacted to ask for the balance so that delivery can be arranged. The day after payment I was informed there was a delay and the furniture would be at least another 9 weeks. The inconvenience is massive and to be told delivery was imminent in order to get the balance is deceiving. It wasn't even a shipping problem the furniture has not even been made due to raw materials. Impossible to speak to someone it is alway an answerphone. Shop elsewhere and save yourself the stress.”

Helpful Report

Posted 3 years ago

“Should not even be giving this company 1 star. Bought 2 setters on line when arrived they were uncomfortable and as my husband has a disability he could not sit on the 3 seater. Phoned store to find out how we could send them back. He wanted 25% which amounted to £650. We tried to explain we did not have that site of money but the phone was put down by him. We have emailed and rung 5 times now they are trying to wriggle out of it. We have a courier ready to deliver them back. Going round in circles. Never trust this company. It took us 1 year to save enough money and now we are left with 1 settee with a fault and another one my husband cannot sit on. You never speak to the same person twice. and when they say they are going to ring they never do. They just do not care. What a dreadful way to treat people in their 70s and considering my husband is disabled. We are both suffering extreme anxiety and dont know what to do next. Thankyou Furniturevillage for causing us all this grief.”

Helpful Report

Posted 3 years ago

“At last! it has arrived, only 7 months late! So! finally. my sister in law has her TV unit that she ordered and paid for on November 3rd 2020, with a delivery scheduled for November 27th. There has been no update from customer services all throughout this long wait, all the chasing by phone and emails has been done from her side, with an appalling lack of replies to both. The unit was purchased from Slough, Head Office, and even the CEO was contacted about this unacceptable delay in delivery, needless to say, she received no response from him. She has been fobbed off with COVID excuses, saying there was a problem moving the item from the warehouse to the distribution centre, which at first was acceptable, then the delivery date got further and further away, eventually telling her that the unit was not arriving in the UK until the end of June! There has been no explanation as to what happened to the item that was in stock when she ordered and paid for it, and absolutely no apology from them. I would never, ever shop there again, nor recommend anyone to go there. They are quite happy to take your money, then it is down to you to chase up your order at every stage.!!”

Helpful Report

Posted 3 years ago

“ONLINE CUSTOMER SERVICE NONE EXISTENT !! If you like not being able to discuss your order, phone calls never answered, emails never responded to and employees/managers lying to you then this is the company for you!! 23rd May 2021, paid in full when ordered online, they confirmed a delivery date of 2 weeks, 8 weeks later still no sofa and IMPOSSIBLE TO CHASE WITH CUSTOMER SERVICE. PLEASE think long and hard about ordering furniture online with Furniture Village. PLEASE, can a manager contact me to discuss my order as I am feed up chasing you and the lies you give!!”

Helpful Report

Posted 3 years ago

Furniture Village Reviews