Furniture Village Reviews

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

1.3 Rating 1,054 Reviews

7 %

of reviewers recommend Furniture Village

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Phone:

0800 804 8879

Email:

online@furniturevillage.co.uk

Location:

258 Bath RoadSlough
Berkshire
SL1 4DX

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Furniture Village 1 star review on 5th December 2024

A A T

Furniture Village 1 star review on 9th October 2024

Susan ^paul

191

Anonymous

Anonymous // 01/01/2019

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“ordered a sofa in July and it was due for delivery end of August and till today never received which was disappointed, It is very bad service even customer service. Not recommend to order for them again”

Helpful Report

Posted 3 years ago

“Reasons to visit: A great showroom with a good choice of home furnishings, reasonable prices and average sales people. If your new furniture is delivered without issues then count yourself as lucky. Reasons to avoid: If your product is delivered damaged or poorly set up (we had both), then be prepared, in our experience, to face a culture of disinterest , poor customer service and extremely poor communication. You'll face long waits to speak with a 'Customer Service' advisor and will ultimately be passed to the 'Resolutions' team. This is where your real problems start... You can expect a visit from a technician, again, in our experience, the technician was disinterested in doing a thorough job and had to be coerced into completing the set up of our Merlin table. Sadly he could do nothing to resolve an issue with a badly distorted dining chair frame. We then had to wait 3.5 months for a replacement chair frame. We had NO communication on when to expect the replacement. Several family meals, including Christmas and a Wedding party, were held with 5 good chairs and the wonky 'rocking' chair that Furniture Village left us with. Forget about complaining to your local showroom, once they have your money they have zero interest. All the smiles and falling over themselves to get the order quickly evaporate if you have a problem. Our email and letter of complaint to their Milton Keynes 'Customer Care' Centre were ignored. I was polite and courteous throughout my attempts to communicate with Furniture Village. The problem could have been much reduced if they could have just explained when to expect a 'resolution' to the problem. One hapless advisor actually stated that 'returning customers were very important to Furniture Village'. Based on our experience we will NEVER step into their showrooms again.”

Helpful Report

Posted 3 years ago

“Bought a table and chairs from the Bristol branch in November 2021, delivery expected before Christmas as per their website. No communication except me to them. Delays due to shipments apparently. Cancelled order on 24 January 2022 and promised refund... three weeks later, no refund. Very, very disappointing customer care.”

Helpful Report

Posted 3 years ago

“Can't fault the way we were treated when placing the order in-store in Ipswich but after that..... Our bed was delivered with damaged divan drawers which we advised FV of quickly after the delivery team had left. This was in November and despite numerous calls and emails we are still waiting for the problem to be resolved. At one point they even informed when I called that the delay to the promised repair date of 4th of January was down to Christmas happening... who would have known Christmas was going to occur on the 25th of December. I've now had enough and want a refund an an end to delaing with this shower”

Helpful Report

Posted 3 years ago

“We are so disappointed with their poor customer care. They delivered a bench with a defect back in December and they promised to sort it out by second week of January 22... Well they never contacted us back, even after sending another email beginning of February 22, reminding them that we are still sitting on a faulty product !!! I won't recommend them to anybody and I will never buy again from them.”

Helpful Report

Posted 3 years ago

“We ordered two sofas in june last year and are still waiting. Told October then November then told definitely for christmas. Then mid February now said end of march!!!!”

Helpful Report

Posted 3 years ago

“We ordered a Parker Knoll sofa and armchair on 26th July 2021 which duly arrived on time in November. Unfortunately it came with teak coloured feet when the order clearly states mahogany or dark feet. We went up the following day and have since been up 4 times and still no resolution to what really should be a simple situation to put right. We have been told on numerous occasions that it will be sorted and that various people will contact us. We have heard nothing, zilch, nada. I am calm at the moment but it is really infuriating what on earth is the matter with this company?! Wish we had gone to Doorway to Value. Instead we went to the Capitol Centre, Preston branch. You have been warned! Jill Cunliffe”

Helpful Report

Posted 3 years ago

“This is the worst Company I have ever dealt with. Ordered a settee in August last year. Enquired where it had got to and was then informed it was coming from China! Finally came end November. A load of rubbish (£2200). Assessor came 15th December agreed. They just collected today 7th Feb 22 after hours of trying to speak to someone. Our deposit still awaited since July and Finance Company on our back! Absolutely disgusted. The sales team jump to take an order but won't help. Don't blame Covid or staff shortages. Just don't take orders if you can't deliver the goods. Never again!”

Helpful Report

Posted 3 years ago

“Front of Nicoletti sofa cushions collapsed after a few months. Furniture Village’s own report says it’s a design fault. We had to allow them to try to repair it (that’s the law) but repair failed after a week. Now Furniture Village just not responding to my emails and calls. I’ve never come across such terrible customer service, complete crooks”

Furniture Village 1 star review on 8th February 2022

Helpful Report

Posted 3 years ago

“Not recommend to anyone at all. I bought Nicolette sofa from Furnture village, when they delivered sofa and fixed, it was noisy and look like faulty sofa. I spend lot of money to get cheap quality and no sign of Nicolette. When I complained, they sent technicians 3times to sort it out but nothing happens and at end Rafael from after care service called me and promised me to resolve the problem, he asked me to sent him a video, I sent video more than a month ago and still waiting for his respond. I sent many emails and massages but they just ignore it. They going to play with you until you get tired and give up.”

Helpful Report

Posted 3 years ago

“Bought a sofa came 3 months later than delivery date, with a broken foot, decided to fix it ourselves as couldn't be bothered with the hassle of trying to get fv to fix it would never buy from fv again once bitten twice shy”

Helpful Report

Posted 3 years ago

“Looked at a dining room set just before Christmas was £1095 then January sales said was £1495 then reduced to £1095 and now with 30% off still £1095 . Just a big con all the so called deals and discounts the price is always the same”

Helpful Report

Posted 3 years ago

“Shopping online from Furniture village (FV) is my biggest regret to date (order placed 27/12/2021). I bought a corner sofa from them, which had one week delivery time tag. After placing the order, I received an automated email with the order details and never heard from FV until I contacted them. I spoke with the online team/agents (on five separate occasions) and the store manager (3 different events). Every time they (FV) told me that someone would call me within 48 hrs regarding the delivery, one guy (manager) even scheduled a delivery. I took leave from work and made myself available to receive the order until I realised Furniture Village had scammed me. When I called the store manager, he admitted that the item had not arrived at the local store yet, let alone the delivery. At this moment, I had no other choice but to request an order cancellation, which they said would take another week to confirm. My strong advice to people is to consider this cheap trick pulled by furniture village on me before placing any orders. You never know how long they will keep your money until it gets back to you. I am still waiting for the order to cancel and get my money back from this scammer.”

Helpful Report

Posted 3 years ago

“On 31/12/21 I purchased, using the early bird discount - 2x Four Romilly Seater Sofa's and 1 x Lounge Co Offer Grade C Footstool. When looking through my photographs I noticed that the footstool was priced and clearly visible to all customers on their label and plastic boarded price list at £309, whilst salesmen John and later Gary had explained to me the price of this was for a grade A fabric, as I had picked a grade C fabric the price would be slightly higher, approx £20 to which I agreed. However, when reading my receipt I noted I was charged £399 and returned to the store to query this. On 06/01/2022 Unfortunately, I did not experience the same professionalism or wonderful experience when returning to Furniture Village in Guildford to query my order. Gary, the floor salesman listened to my query, agreeing that I had in fact I had paid too much for the footstool in the grade C material, he noted that their system prices for the footstool was incorrect and that the label at which the grade A footstool was advertised for £309 did not match the system price list which I was charged for, the increments of grade A, B and C fabrics were incorrect on the system, not matching what I was informed or being charged. I kindly asked for a price match of what the footstool is advertised as and to be reimbursed the difference in monies, approx £50, Gary asked the store manager to intervene. I waited approx 25 mins past the time I was informed to return to the store to speak to the store manager Andy Bowden. Andy met with me, he did not apologise for keeping me waiting 25 minutes, he instantly said I can return your order. I explained to Andy the situation saying all my furniture had come from furniture Village and I still wanted my new sofa's and footstool, I just wanted to pay for the footstool at the price it was labelled in store, which included the early bird price offer which was not reflected on their system. Andy very rudely told me that the 'law states which they follow to the letter, that whatever is on their system is the price the customer pays, not on the label' and proceeded to pull off the label on the footstool. I explained that this was a false advertisement and not the case, he proceeded to tell me, he was the boss and had the final decision rested with him. He never listened to me, he never showed professionalism and his conduct was appalling, in fact, he walked away from me still talking. I said, what about goodwill and reputation, he repeated the same sentence over and over again, the decision rested with him and that nobody was above him. I left the store very upset. I had raised this via your companies website, unfortunately the matter was dealt with by Andy who informed me the matter had been reviewed and had been closed. My questions were not addressed, nor was an apology given for his conduct. In person he had informed me that any complaint would be dealt with by him and that he would close it down without recourse.”

Helpful Report

Posted 3 years ago

“Xavier sofa 3 month old seats all sunk apparently is our fault it's a sofa you sit on it plus on your description on your website it says the seats are spring and they are not they're just cheap foam these are really expensive sofas for us I would not recommend furniture Village for customer service or their furniture I thought I was buying from A reputable company obviously not at the end of the day you expect a sofa to at least a year without it sinking in the the depths of Hell we both work and we spend probably 6 hours a night sitting if that and for it to have sunk to a point where you can't even sit on it properly in 3 months I would say is definitely a manufacturing fault and the people you send round aren't independent investigators they work for you the guy told me we have a 20-year old sofa in our conservatory that was in our living room and guess what that hasn't sunk in 20-years time furniture Village started taking responsibility that way you'll get a better service and people will come back to you and buy stuff if some manager could get in touch that would be fantastic.”

Helpful Report

Posted 3 years ago

“I've had so many problems with this company I don't even know where to begin. I placed my order in June 2021 at the Lakeside store and was told it would be a 2 month wait for the dining table, dining chairs and coffee table and a 3 month wait for the sofa and arm chair. After 2 months I called the store for an update and discovered that they had ordered the wrong dining table. They amended the order and I was told I would have to wait a further 2 months for the correct table to become available. Another 2 months pass and I'm told my dining chairs have been discontinued so we had to go back to the store to pick new ones. In October we finally received our sofa, arm chair and coffee table. The sofa was broken and they delivered the wrong coffee table. When we finally got through to customer care we said we would like a new sofa ordered as we spent 2 grand on it and don't want to risk it breaking again if they fix it. We were told an engineer had to assess it before they could order us a new one even though we had sent over pictures of the damage. 2 months later an engineer finally arrived, he stated he'd come to fix it despite me telling Furniture Village I want a new sofa. It turns out the sofa is too badly damaged to repair anyway, he said I should hear from Furniture Village within a week. Weeks pass with no word, after hours spent on hold we got through to customer care who kept trying to convince us to let them repair the sofa despite the repairman saying it can't be fixed. They finally agree to order us a new sofa and we're told it will be at least a 3 month wait. End of January 2022 (7 months since we placed the order) and finally the dining table and dining chairs are delivered. What a surprise, one of the dining chairs is broken. The delivery man assured me they will send out a new chair to replace it but I won't hold my breath. Honestly the worst company I have ever come across. The store never answers their phone and customer care try to fob you off saying you should contact the store for updates. We had to visit the store 5 times to sort out these issues in person as they would not answer the phone. We have been offered no compensation and barely an apology. Appalling customer service, AVOID!”

Helpful Report

Posted 3 years ago

“Avoid this company. Not interested in rectifying problems. Bought sofa bed last July and mattress was too narrow and didn’t cover the slats. Very difficult getting response. They have delivered 4 replacements all with the same problem. Their latest answer was “measurements are approximate and mattresses settle and spread with use”. It would have to spread a lot to fit the base properly. They are not interested and use ridiculous excuses. Lesson learnt, will not buy from them again.”

Helpful Report

Posted 3 years ago

“We bought a table in August 2021 . All the negative comments made by other complainants also apply to my experience . Customer Resolution Service is beyond pathetic . Never had such a wall of buck passing and twisting of stories . Will never buy from them again . If I could give a zero star review I would have Ray”

Helpful Report

Posted 3 years ago

“We ordered our corner suite in June finally delivered end of December,but with Brexit and Covid understandable but when it came the fittings that connect the suite were missing, so it keeps separating which is embarrassing when we have visitors, they said they would send out and get someone to fit them, still waiting, then they said the company who made suite said they were on when they left the warehouse, but they had photos the delivery guys took so were sending them off to confirm. But still waiting sick of trying to get through to furniture village getting to no response at all”

Helpful Report

Posted 3 years ago

“I understand the not everyone’s experience is the same but! We ordered furniture online on 15 May 2021 and yes we were informed there would be a lead time of 12 weeks, no problem with. We took delivery on 8th September and TV unit was damaged, the delivery guys took pictures and said they would send them to customer services who would contact us to arrange replacement. No one contact us and this is where the problems started, honestly I’ve spent hours & hours on the phone to them and emails galore, which they say they have no record of. Well one day they do and other days not. Don’t even ask to speak to a manager or supervisor because evidently they don’t speak to customers. Don’t believe a word your told because they will tell you anything to get you off the phone. The worst customer service I have ever experienced and I mean ever. We eventually received a new TV unit on 26 January 2022. The only person who was helpful was Monique who took over my complaint in the last couple of weeks. But to be honest the damage had been done, never would I even consider purchasing anything else from this company.”

Helpful Report

Posted 3 years ago

Furniture Village is rated 1.3 based on 1,054 reviews