Furniture Village Reviews

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

1.3 Rating 1,025 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 9th October 2024

Susan ^paul

Furniture Village 1 star review on 19th September 2024

Sue

186

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I spent a total of £2100 on a Hypnos mattress and two pillows. The mattress is very uncomfortable and is very different to the one we tried in the showroom. Their customer service says that it takes 2-4 weeks for the mattress to 'settle'. I don't expect to pay £1850 for a quality mattress and then spend the next four weeks having sleepless nights and waking with painful hips and shoulders. We are now into our sixth week and it's no better. I complained to Hypnos who said they would contact FV but other than requesting more details about ten days ago, I've heard nothing from either of them. I strongly suggest that you avoid both companies.”

Helpful Report

Posted 2 years ago

“We ordered our two seater sofa and two powered armchairs from the wednesbury branch and it was delivered in October 2021. In January 2022 we noticed that two of the arms on one of the fairs was sinking. We contacted the store who sent out an engineer from Castalan, on arrival the engineered told us to leave the room told us this was due to “covid” fair enough, what he didnt realise was that we have adjoining doors and we were able to watch what he was doing. He upended the sofa and took a couple of photos. He put the chair upright and took a couple of photos of the arms. We saw clearly grab a fistful of the arm material and pull it up and he took some more photos and he went to leave our house without a word other that it was a “plumping” issue and this to be expected my wife sat in the chair and the arm immediately sunk. We received a report several weeks later feb 2022 to say that there is no fault and that was that and that it was a plumping issue. In the mean time we had contacted the store manager a wednesbury who said “ it was quiete clear that the “ arm packer made from compressed cardboard “had collapsed and we should take it further. We did that with the result outlined above. Did any of you know your furniture is mass made in CHINA, I certainly didn’t until after purchase if I had known that and it was made from cardboard. We are having to go to trading standards at a cost of £150. We will let you know the outcome. ( 13th march 2022)”

Furniture Village 1 star review on 14th March 2022

Helpful Report

Posted 2 years ago

“Ordered a wardrobe and drawers for my son’s bedroom. Delivered when they said it would be, that’s the only positive thing I can say! Side panel of wardrobe is chipped in 5 places, drivers tried to hide it by putting it against the wrong wall! Back of wardrobe not fitted properly and is loose. Mirror on wardrobe was left filthy and rubbish was left on my sons bed and over his bedroom floor. The packaging they did take away was dragged across the newly decorated walls! The safety straps to attach to the wall were left on the floor, 1 of which they put the chest of drawers on top of! They only fitted 1 handle on the drawers and we were told to do the rest. The drivers showed absolutely no respect to our furniture or our home. Customer service couldn’t care less, standard scripted answers given. Have to wait 5 days for a response to any query! Have asked for a refund and apparently a technician has got to come and inspect the damage even though the delivery drivers took photos and sent them to the depot. Apparently they’re not technically qualified, it’s a chipped panel, what qualifications do you need to diagnose that!! Apparently the drivers photos and report that it was damaged on delivery, and our 14 photos sent to furniture village on the day of delivery isn’t good enough!”

Furniture Village 1 star review on 11th March 2022

Helpful Report

Posted 2 years ago

“We visited the Guildford store in April, just after the 1st lockdown ended, and took the sales advisor's recommendations on a Hypnos Finesse king size mattress (I actually rang the next day to ask for further advice as I felt we needed a firmer mattress and I was told again that we had purchased the right one for us!). We had the mattress delivered in July and for the first 6 months it was a delight now it has settled it is completely the wrong mattress for us and we are in pain every single morning. We have been going back and forth with the complaints teams to finally be told we needed to speak with the store which we did yesterday to be told that anything the sales advisor told us was purely advice only and it was our responsibility to make the decision - fair enough but why are sales advisors guiding people in their sales if there is no truth in their advice? We recently visited another Furniture Village store where the advisor there gave us completely different advice! We are now left with a mattress that is making us both very unhappy and we will have to purchase another mattress to remedy the problem. Zero help from Furniture Village - from reading other reviews it feels like they just have a laugh at purchaser's expense. Absolutely shocking behaviour from such a "trusted" company!”

Helpful Report

Posted 2 years ago

“Go elsewhere, they'll give you a delivery date but then make excuses, blame the couriers which may be sub contracted and not their own delivery people. Our stuff has been delivered to their warehouse and will have been sat there for 2 to 3 weeks before the courier will be calling to arrange delivery. So who knows how much longer after that until the stuff finally gets here. They won't tell you that when you're in their store buying but once they've got your money you'll find that the customer service is appalling. Just come off the phone to the store in Chester and putting it politely the guy was unapologetic and quite condescending. Go elsewhere”

Helpful Report

Posted 2 years ago

“Nottingham furniture village don't care once they've taken your order. They didn't even have the decency to call & let me know my sofa wasn't being delivered! Staff are rude & unhelpful, not once have they called me back to explain the situation, I would never shop there again, I suggest you don't either”

Helpful Report

Posted 2 years ago

“Been delivered X2 damaged sofas and x1 with no legs and they will not help me in any way PLEASE IF YOU DONT WANT A STREEFUL 2022 STAY VERY CLEAR OF FURNITURE VILLAGE”

Helpful Report

Posted 2 years ago

“I bought a sofa bed on 16.01.2022 at New Malden branch. Despite the measurement and also a drawing of the room I provided to the sales Agent, the sofa is too big and doesn't fit at all the room. I stressed the sales Agent many times about the measurement of the room and he assured me many times that it would have fit. As soon as I realised that the sofabed was too big for the room I went to the store where I bought it to request to return it. Sales agent, that was so quick and pushy when had to sell the sofa bed, didn't let me even finish to explain the problem saying that they couldn't do anything to solve it and to call the customer service. After a 40-minute wait, customer service agent said I should have gone to the store. I went back to the Store, store Manager finally filed a return request and said he would provide an answer within 48 hours. Didn't hear anything back until now, 4 days later: they rejected my return request saying it's against their policy to return furniture bought in store. They instead suggested me to replace the armchair with some smaller ones: they wouldn't fit either and at this point I don't trust this Company at all. Once they've taken your money, in my case 3000 pounds, they don't have any care or respect for you as customer, they don't reply to emails, I had to make numerous visits to the store to make them listen to my request. I feel really frustrated and fooled: I trusted their experience with measurements and now I have a giant monster in the house that they won't take back. They take no responsability at any level, they bounced me to different departments in order not to deal with my request, even ignoring the fact that I am pregnant.”

Helpful Report

Posted 2 years ago

“Furniture Village promise but never deliver I was promised that someone will call to update me when the furniture will get sorted. But furniture Village never does and never will I guess. It’s been very long struggle with furniture Village to get anything sorted. I was promised by Peter Canty that he will call me to update on the order, also been calling the number 01525 304223 but never answer always rings no options to leave VM. I have gone through so much stress to deal furniture Village spoken to many different people in the organisation what they feel like I’m just a football where they pass me round from Department to department but no one”

Helpful Report

Posted 2 years ago

“Ordered a sofa 20 weeks ago…today they delivered the sofa in the wrong fabric and wrong colour!! The response so far from a manager with zero customer service skills is we can wait another 20 weeks with no guarantee they won’t mess up again. Apparently it’s acceptable to wait 9 months for a sofa, and they tried to start our finance too!!”

Helpful Report

Posted 2 years ago

“I came into the staines store on Saturday 26th of Feb and paid a 200 pound deposit for a Darcey sofa. Before I made payment I explicitly asked the sales person Shah if I could get a refund if I decided to change my mind pre delivery. He said yes. He said just ring the store and we will sort it. I called today (2 days after purchase) (28th of Feb) to cancel the order and receive my refund. Shah called me back. He said that a refund was not possible!!!! I was shocked as I always ask this question when I buy a new product and it was him that ensured me that a refund would occur on a cancelled order pre delivery. Indeed on the website online orders enjoy this right (see below). This is the reason I asked the question in store, to make 100% sure I can be afforded the same rights as online. I would have not given a deposit if I did not think this right is available. https://www.furniturevillage.co.uk/help-and-advice/returns-and-cancellations.html To make the matter stranger. I asked to speak to a manager. I was on hold until I spoke to Adnan. Adnan firstly suggested I come in so we could have Adnan, Shah and I although so we could "I guess" hash it out. I obviously declined this request due to time constraints and just because it was a very odd request. I asked how I could escalate the issue. Adnan albeit reluctantly gave me the GM email address and his name. In summary I was misled (lied to) by the Staines sales member Shah and I was left very confused by how unwilling Adnan was to help and his strange request. I did not expect such resistance to an honest request to cancel an order. Also I ask the question what costs have been incurred by staines furniture village to cancel a order two days after purchase and 2-3 weeks before delivery! Apparently the item was already built. Please contact me ASAP so we can correct this situation.”

Helpful Report

Posted 2 years ago

“Ordered September 2021, told delivery November. No communication, I chased. Finally arrived February 2022; material slashed, poorly made. This was an expensive sofa. Terrible after care, now hand it collected but still waiting for refund, told it’s going to be at least 3 weeks since collection - shocking product, shocking customer service.”

Helpful Report

Posted 2 years ago

“Milton Keynes branch, Newark distribution hub. We waiting several months for a ladder rack, when it arrived the delivery driver advised us the item was faulty as the box was already opened, it’s now been 3 weeks trying to get an answer when the replacement will be delivered, no one is answering are calls or email ( we have spent at least 15 hours trying to get an answer) if you are considering buying from Furniture village, l would look at the other leading furniture stores as the back up service/customer service is not very good, it seem once they have the final payment they do not want to step upto the service level expected from a market leader.”

Helpful Report

Posted 2 years ago

“I don’t even want to give one star. This company is an absolute disgrace to deal with! We ordered two bar stools on 5th November and we still haven’t received them. They have attempted to deliver three times - the first time they didn’t turn up because they forgot to put our order on the truck (turns out they didn’t even have it in the warehouse) and the next two times they tried to deliver dining room chairs instead of bar stools. We’ve tried to complain three times and got told to email the complaints department and we haven’t had any response yet. It’s now the end of February and we still have no bar stools. Disgusting service….stay well clear of this company!!”

Helpful Report

Posted 2 years ago

“The only reason I have given 1 is it doesn’t allow a 0 review. We bought a settee and chairs from furniture village and went for a more premium suite. We were served my Marc at the Gillingham store and who sold us the suite. When the suite arrived we noticed that one of the cushions was faulty. We rang the customer service who said that they would send a new cover. We explained that the whole cushion was faulty and they said this could only be sorted out by resolutions and apparently resolutions only has an email no number. So we emailed every week with no answer and then after two months we get a phone call to say our cover is ready for deliver. We explained that this was not the only fault and have now been told to go back to the store to sort this out. As you can imagine we will not be buying anything again from furniture village and would recommend you don’t either and we still have a suite that cost us over £3,000 that after 3 months is still faulty.”

Helpful Report

Posted 2 years ago

“Please be aware that most of the 5 Star reviews for Furniture Village are for the salespeople who do a very good job of selling inferior quality goods. We paid over £4000 for Allegra leather sofas which after a couple of days were sagging uncomfortable and looked years old. They sent someone out to repad our sofas but they only had enough materials for one cushion (this didn’t look any different after) this was after we had waited 3 months. They really don’t have an after sales service and you will be hanging on the phone for hours to speak to customer service who say that someone will call you back but they never do - nor do they respond to emails. Please don’t waste your hard earned money they are a terrible company to deal with. Bought the furniture in May delivered damaged in October and we are still looking for a resolution in Feb”

Helpful Report

Posted 2 years ago

“Zero customer service and rude salesman at the High Wycombe shop.Almost 10 months and still no furniture, no one rings or updates you. They take your money earn there commission then brush you off with no interest at all. This will be the last time and I would recommend to look elsewhere and avoid this company. One of the previous comments said the press should get involved and I totally 100% agree.Paying customers should not be treated this way.”

Helpful Report

Posted 2 years ago

“Unfortunately have no choice but to leave a one star rating. This place doesn’t deserve any stars. Without a doubt the worst customer service ever. The showroom tell you to speak to customer service and customer service tells you to speak to the showroom. They tell you they have nothing to do with each other and it causes absolute confusion. They don’t know their lefts from their rights. Rude staff with useless communication. A real joke of a company. I would love to speak to the person that owns the company but I know I’ll just have to speak to the people low down in the pecking order that couldn’t care less about my experience which is a shame. But if this does reach you please email me I would love to hear from you”

Helpful Report

Posted 2 years ago

“Manchester white city.purchased kimono power recliner.probably the most uncomfortable piece of furniture you could imagine”

Helpful Report

Posted 2 years ago

“I have received my order now, however I missed my call to arrange a date for delivery, I phoned the number given, when answered the person never gave her name and I was put through to another person who just said yeah I had to explain I missed a call regarding delivery and was told Wednesday afternoon and nothing else. The day after my delivery I had a message to say my furniture was going to be delayed by a month, I called to say I had received it and the person on the other end just said ok babe! I am happy with the product but I can’t believe the standard of customer service. Please answer the phone properly giving the name of the company and your name. This has made me think twice about ordering anything else.”

Helpful Report

Posted 2 years ago

Furniture Village is rated 1.3 based on 1,025 reviews