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

“Tried to order a £75 rug online, to find that “shipping” was £35. Most places ship this kind of item for free, although l would have been happy to pay a reasonable amount say £10-15. I emailed them to query the shipping charge but received no reply.”

Helpful Report

Posted 5 years ago

“We have purchased over the past twenty years from furniture village, all is excellent until you need to deal with customer care. They are ineffective and rude. I will never buy from Furniture Village again and would not therefore recommend them to either my family or friends.”

Helpful Report

Posted 5 years ago

“We have bought many items from Furniture Village, Solihull and the Sales Staff have always been very helpful. However, if you have a problem the Customer Service Aftercare Team is shockingly useless. They would rather lose your custom than come to a satisfactory resolution. In dealing with our 2-year old broken dining chair we have spoken to over EIGHT people, all of whom have been unhelpful, ignorant of their own products and have given us false information. We were promised a replacement dining chair. Having been given a delivery date, I took the day off work to receive it. On the day I had to phone up to get a delivery time, only to be told it had only just been delivered to the warehouse! On chasing delivery again, I was told the chair had been discontinued!! As other people have also found the 10-year guarantee doesn’t apply, as Furniture Village write off the chairs over 6 years. I have had no apology for the time and effort wasted or for the fact that my chair broke. I have dealt with at least 8 different people on the Customer Service Aftercare Team, none of whom seem to bother reading the chain of emails or notes before replying to me. Furniture Village have great sales people but heaven help you if you have a problem because the Customer Service Aftercare Team certainly won’t!”

Helpful Report

Posted 5 years ago

“Avoid the Brighton store, purchase online if you have to Ordered a mattress from the Brighton store 3-4 weeks ago and it was delivered today - I called up (within 30 minutes of receiving it) and asked to return it (it's still in it's original packaging and unopened) and I was told by John in the Brighton store that I couldn't return it because their terms and conditions don't allow returns for anything other than damage. I spoke with their online division on the phone and they said they would accept returns for any reason within 14 days but they have no power over the stores. Seemingly the stores can make up any unreasonable Ts&Cs they want and you don't have any comeback. I would strongly advise that if people really need to purchase from Furniture Village they use the stores (particularly the Brighton one) purely as a means of looking at what they want to purchase. Then order it from the website where you get a lot more legal protection for your purchase and aren't dealt with rudely by store staff like John.”

Helpful Report

Posted 5 years ago

“I put a deposit down for a sofa which I had to go home and measure up for. The woman who served me said I can just call her and if it was no good I can get my deposit back. I called her the following day as the sofa wouldn’t fit and turned out she couldn’t authorise the refund it had to be management and that a manager would call me back. The same scenario happened for over a week, calling repeatedly for my refund and being told a manager would call me back, which never happened. I phoned up again with a very abrupt attitude and told them I would march into store for my money back and I’m sure they don’t want a scene caused in their store. Funnily enough, just a normal assistant was able to refund me in the end! Appalling company, appalling customer service, pushy sales people and a nightmare to deal with. I’m glad it didn’t fit to be honest because I’ve heard nothing but bad things about the company since. AVOID this shop.”

Helpful Report

Posted 5 years ago

“DO NOT BUY FROM THESE LIERS!!! 14 weeks ago we visited the store in Wednesbury and ordered some chairs and a table. we were promised delivery within 12 weeks and that the chairs/table would come together on a small van due to restrictions in our area. After 6 weeks the courier called to say they would be delivering the chairs on a large goods van which we had to cancel and arrange ourselves as furniture village were not interested in sorting out their own problem. For the past 4 weeks we've been trying to get a delivery date for the table. This week we've been told the table was damaged and will be delayed, which their head office said wasn’t true, to then be told they have the table but won’t give a delivery date. We've been promised numerous call backs from management at furniture village who never actually call and now we've demanded a refund they insist a manager at the store must approve this but they never have a manager on site (which I don’t believe for a second). I dread to think what would happen if we had any issues in future based on the service we've received so far. One very angry customer!!”

Helpful Report

Posted 5 years ago

“Will never buy from Furniture Village again! I bought 2 sofas from them. First of all, they were delivered to the wrong store, secondly, when the house sale fell through the sofas went into storage for a few weeks until we bought our house, we had never used the sofas and one of them was broken. We tried to report the problem but had to wait 2 weeks before they even made an appointment to come and inspect. When they eventually did send someone to inspect, they were in the house for all of 5 minutes, took over 2 weeks to write a report and put the blame on to us for breaking the sofa. We now have to accept that it was our fault and pay them to come and fix the sofa.”

Helpful Report

Posted 5 years ago

“After so many attempts to get my products delivered which should’ve been delivered 2 weeks ago, I’ve had no decent response and now being told I can’t even cancel the order! I’m going away on Saturday and need it delivered or cancelled before then! For Gods Sake FURNITURE VILLAGE! Have some respect for customers or don’t bother selling stuff and causing so much stress to customers! It takes a lot, to save up money and buy from you as your furniture is expensive, at least have the decency to provide reasonable customer service and delivery! It doesn’t even take this long to buy a house or car! SHAME ON YOU!!! Give me my money back if you can’t meet your end of the deal!”

Helpful Report

Posted 5 years ago

“We went to Furniture Village yesterday to buy a sofa, a very nice sales person named Christine helped us to make a decision, she was honest and didn’t push us to buy, she was just providing the fact then leave you to decide freely. We bought two 3 seater sofas. Christine also made us a lovely hot chocolate 😊 very nice lady, very polite, not pushy and surely a great asset to the company.”

Helpful Report

Posted 5 years ago

“Bad furniture and worse customer service. I have bought furniture from here less than 2 years ago, had issues with parts (clips) which I reported a month ago. No updates so called back and they are refusing to come take a look or fix the parts even though it is still under parts guarantee. Plan to goto the financial ombudsman to report this next”

Helpful Report

Posted 5 years ago

“Bad furniture and worse customer service. I have bought furniture from here less than 2 years ago, had issues with parts (clips) which I reported a month ago. No updates so called back and they are refusing to come take a look or fix the parts even though it is still under parts guarantee. Plan to goto the financial ombudsman to report this next”

Helpful Report

Posted 5 years ago

“Don’t buy from furniture village!!! They take your money and don’t want to know if there is a fault. Bought a sofa and snuggle chair costing just over £2000. The snuggle chair had loose fabric in one of the corners. The same day it arrived I called customer service and sent them images. I was told a technician would come out to check it. After chasing them for a month, with no response I spoke to the not so lovely Viv who just told me to go to the ombudsman. No explanation why a technician could no longer come out. Customer service obviously don’t know their job as you are unable to go to the ombudsman until 3 months after purchase or you need a letter from furniture village. The worst service I have ever experienced. Unless you have money to burn don’t go there”

Helpful Report

Posted 5 years ago

“Bought an armchair last July costing £700. Padding on fixed seat started to go hard on one side & soft on the other after about 6 months. Now much worse. As seat is fixed am unable to plump it up.FV & their assessor put the fault down to wear & tear which they say is not covered under their so called 10 year guarantee. Obviously chair not meant for sitting on ! I am not obese by the way & dont have any grandchildren to jump up & down on it. The Furniture Ombudsman to whom I was first directed was a complete waste of time as they just back up FV (from where they get part of their funding) FV appear unaware of the Sale of Goods Act which states that goods must be fit for purpose & last a reasonale amount of time. Now going to take FV to Small Claims Court. FV don't seem bothered by this so what a Company. AVOID BUYING FROM COMPANY.”

Helpful Report

Posted 5 years ago

“Bought the Dune Corner Sofa in January 2018 and the foam in the seats has worn away, the fabric has stretched, causing the sofa to look permanently creased and has a permanent dip where you sit!! The fabric has also gone bobbly. So I thought I would take some photos and email them to customer service to see what could be done - after all in all the stores there is a 10 year guarantee. Finally when I got through to customer service they said they had looked at the photos and couldn't see anything wrong!! They said it was a dressing issue - this is code for plumping up the seats!! When I explained the condition of the sofa, she explained there was nothing that could be done! What about the 10 year guarantee? Well she explained that this only covered the springs and the base - not the actual cushions or seats!! I asked what was the point of having guarantee that does not cover the main part of the sofa - what a joke!! When I continued with my complaint saying that the fabric had gone bobbly I was actually told that was the nature of the fabric to go bobbly!! Why would you make a sofa out of something that is not fit for purpose? Realising that I was getting no where with the conversation I asked one final question - Which was would she buy a sofa that was wrinkly, saggy and bobbly and looked awful - to which the customer service lady replied NO - We agree with something. So I am writing this review to warn others - please do not buy from Furniture Village - I wish I had gone to DFS and Sofology where I have bought sofas and chair before and had no problems. After care and customer service should be called - NO SERVICE!!”

Helpful Report

Posted 5 years ago

“Furniture village DO NOT GO THERE sofa with not enough padding wrinkles galore in leather faulty alignment and bent leg sofa reported after 19 days of delivery to be fobbed off for 2 month now awaiting legal action poorest manufacturing ever known and appalling customer services and as for customer service guaranteed what rubbish”

Helpful Report

Posted 5 years ago

“No stars are deserved! Bought a mattress which developed a huge dip on one side within a month of purchase. Contacted customer services who sent an "independant" company to inspect it (which took 5 months to happen). Report gave no proof that there was no manufacturers defect, only stated that there was a dip and how deep it was. Regardless of this, Furniture Village were still unwilling to help, leaving us with a mattress that's not fit for purpose. They accused us of not turning the mattress (which even if we didn't, would you expect it to break within a few weeks?) Consumer rights breached and nothing I can do about it.”

Helpful Report

Posted 5 years ago

“seriously bad customer service !!!!”

Helpful Report

Posted 5 years ago

“We bought two beds of the same type (one king size, one standard) from Furniture Village. After a few months one mattress was clearly detective and in our view 'not fit for purpose'. Their appointed inspector deemed nothing wrong and Furniture Village advised us to pay for our own inspection if we wished to pursue the matter. They could not explain why one mattress was good and one not.”

Helpful Report

Posted 5 years ago

“Not very good customer service, delivery delayed by 2 weeks but I had to phone to find out. They do not answer the phones. Sofa should of been delivered between 7.55 am and 8.25 am. I had to phone to find out what happen after 7 calls they replied should get them later afternoon. Will not use again”

Helpful Report

Posted 5 years ago

“We orded 2x2setter settees on the 12 March was told by the shop my order would be delivered in 7to 10 days time on the 16 th I received a e mail asking would we take delivery of one of the settees on the 17 March to which we replied yes .we were told the other settee would be delivered a few days after a few days turned into 10 day I phone up to as when we will receive the other part of our order was told that could not find the rest of our order and would receive it when thay found it after a few days was told thay can not. Forfill the rest of the order after calling the store to find out what thay were going to do next the person who I talked to at the store was very rude and dismissive of my enquiry , we then made a request to cancel the order completely was then told a number of weeks for are refund as we paid cash for the order in full on the day of the order .we thought it was unreasonable to have to wait weeks for our for our refund and the have to wait a further 7days for your cheque to clear in our account ,the over all manner in which we were treated by your staff is unexeptable as were are a couple aged 71 and 65 I would never bye any thing from your company ever again The staff who dealt with our proble were very rude indeed apart fro the one person in your head office who fully understood our problem and had our refund marked urgent , £1939 may not be a lot of money to your staff members but to me and my wife it is a large amount of our anual income which took us 3years to save and only one member of your staff in your head office seemed to understand that we have now received a cheque today my complaint is the rudeness and dismissive way we were dealt with , (order No 599607189). The one star rating is for the staff member who was totaly understanding”

Helpful Report

Posted 5 years ago

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