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

“order number 09939W955 -Furniture village have the worst customer service ever. We ordered a Hypnos Bed and mattress from their Reading store in Dec 2021. By January the mattress had sunken and by Feb the bed divan broke. We have since then called them more than 100 times. We are in April now, they have taken the bed and mattress but have not still issued a refund. The store sends us to customer service and the customer service puts it on store that they have not confirmed the procedures on discounts etc.I understand products can be faulty but what I don’t understand is how in today’s world a company cannot resolve an issue even after 4 months and 100’s of calls. Also their bar stool had come faulty, they have not replaced that either.””

Helpful Report

Posted 3 years ago

“We bought an expensive sideboard which had to be made in Italy. The wait time was 3 months. It was delivered by a different company who didn't know how to put it together, whilst they were trying to put the doors on they scratched it. My husband had to re-fit the doors and put the drawer in it. When I contacted Furniture Village they asked me if I would like a reduction of £300 and keep the sideboard or have a new one. I opted to have a new one, which took another 4 months. I asked the warehouse if it would be delivered by someone who knew how to put it together and they said they couldn't guarantee that so I asked why don't they tell you this when you order that you may need to pay someone to put it together? The sideboard arrived and the doors were completely unusable as they were so damaged, fortunately the doors on my existing one were OK so we swapped them over. When they took the doors off the "old" sideboard it was obvious how bad the old carcass was, and it was only 3 months old. It was a wonder it was still standing! I was so glad I didn't take the money to keep it. I had a Royal dinner service in it, and Royal Brierley crystal which were wedding presents and I can't replace any of it. If it had collapsed it would all have been smashed to pieces and I doubt Furniture Village would have done anything about it. I can't understand why their quality control is so poor, according to Trust Pilot only 7% would recommend the shop! They don't tell you when ordering that you have to pay a delivery charge or that they're not responsible for putting it together. You would think that you're ordering what you see in the shop but you may not be. If you do get their own delivery men at least they know what they're doing, but we've had removals men who haven't got a clue and clearly didn't want to be doing the job. My neighbour also bought from Furniture Village and had a similar experience. They have some very nice things in their shops, but if you can buy what you want from elsewhere I think I would. I'm just hoping that this furniture stands the test of time as the sideboard was over £1600!”

Helpful Report

Posted 3 years ago

“Waste of money! Do not spend a penny with this company. We bought a fairly expensive set of table and chairs. When it was delivered one chair was broken and we were told it would take 17 weeks to replace. During that time, other chairs began to crack, snip and scratch, and the table And chairs were simply used in a dining area (I.e not being thrown about or in a busy area) when we raised another complaint we were told it was Wear and Tear?! Within 2 months???? So as we didn’t accept that as an answer we pursued the complaint. They wanted videos and images of the damages which I was happy to provide. They STILL wasn’t happy, and wanted to send over an independent reviewer to check the damage wasn’t wear and tear. After the independent reviewer booked in and reviewed our products, he confirmed it WASN’T wear and tear and he would write a report back to furniture village to say so. Not heard anything since!!! And now it’s been 6 months since we bought this product, (which should have the additional care protection on it, that we paid for I might add!) and the chairs are getting worse. Can’t even sit on them without fear of causing more damage. So, £1500 later, I’ve got less than acceptable quality products, 1 broken chair, 4 chairs damaged which has been confirmed it’s not wear and tear and not a single response or answer from furniture village. As of today I’ve written to trading standards to seek further advice.”

Helpful Report

Posted 3 years ago

“Bought a faulty bed and since then have tried to ask furniture village to help me. They completely ignored my requests. Terrible company, completely disregard their clients. They don’t have customer care for after sales. Don’t buy from them, they will take your money and sell you faulty goods.”

Helpful Report

Posted 3 years ago

“They're even incompetent, dishonest or both. 6 painful months waiting for a wardrobe to be delivered and they installed it obviously damaged. I've been promised it will be resolved, but now they just ghost me. Furniture Village's business model seems to be to get money from unsuspecting customers then do everything they can to avoid giving them what they paid for”

Helpful Report

Posted 3 years ago

“FV White City Manchester. Order 39657754.the branch manager Sal has a severe lack of compassion and customer service. Please if you can please do not purchase from this store”

Helpful Report

Posted 3 years ago

“I’m 77 and saved up for this sofa Brought a leather 2x sofas cost £3600 .marks appear with in 3 months . Rang guardsmen they said it was down to furniture village because it was under a year old . Spoke several times on phone and went down to store at least 6 times there Excuse saying because we have a small dog but was dog flea treatment marks .When purchase the sofas was told it was perfectly alright for dogs to sit on . Totally dissatisfied with this company they take your money but don’t wanna do any after-care . Never again will I purchase anything from this store”

Furniture Village 1 star review on 10th April 2022

Helpful Report

Posted 3 years ago

“Bought a two-seater and three seater. From the Bristol store. Have to say sales assistant was fine. Furniture arrived 16 weeks later which was fine. It was the quality and work'manship which is dreadful. Complained but they have refused to do anything. Please please don't waste your money and go else where. Its an absolute embarasement and feel completely ripped off. Will never step inside any of there shops again. Very very dissatisfied customer.”

Helpful Report

Posted 3 years ago

“Ordered corner suite and 2 chairs, one armchair, one swivel chair. Swivel chair arrived pretty much smashed to pieces and with a large unstictched section on the back of the seat cushion. Eventually after much contact with customer service always initiated by me, i have refused delivery of the chair. A replacement will be along in 13 weeks - what a joke. Also on one of the complaint emails i cc'ed CEO of company and had no contact with him either. I would never recommend this place to anyone.”

Helpful Report

Posted 3 years ago

“Furniture Village even don’t worth one star rate! Their after sale car service is terrible. I have bout a tree seater recliner sofa less then one and half year ago, one side of the recline, mechanism has already been changed and the other Sid has same issue, BUT same side recliner causing safety issue! As the recliner stocked in extended position!!! When I reported to FV they said it will take a few days to receive a call from the after care team and it is down to the third party company when to send technician out!!! I explained that their product it causing safety issue and my partner is 39 weeks pregnant and the recliner has blocked the Patio!! One of the costumer care member advised that my wife to stay in our bed room for a few days as they don’t have any kind of urgent appointment!! The one of the customer care’s manager was asking me if my kettle breaks where to I go fist!!!! I decided to complain about the service whereas there is no any complaint team at FV??? One of the after care team member gave me email address to send my complaint to and she responded to email that she has forwarded my email to the relevant team. After six working days I didn’t hear anything and once I chased it up, FV’s after care staff said the email hasn’t been with the relevant team? She asked me to forward it to “my experience” which I did and she confirmed that they have the email now over the phone!!! BUT I received the fusilier notification for the same email!!!! When I mentioned about the failure notification, she said they found the original email whereas initially she said they don’t have access to the account that I sent the original email!!!! When I mentioned about it the staff was accusing me that I called her a liar!!!!!”

Helpful Report

Posted 3 years ago

“Terrible after sale service. Bought expensive bed costing £800 with a wonky leg and badly filled upholstery. Furniture Village doesn’t care to assist me in putting it right. Numerous calls and emails, visits to store have proved fruitless. Avoid this store!”

Helpful Report

Posted 3 years ago

“White City Manchester Staff lie.branch manager has no customer service standards at all.just money”

Helpful Report

Posted 3 years ago

“Furniture Village Simply Don’t Care! Really shocked Furniture Village (FV) poor attitude. Our white leather Galaxy sofa was delivered on Dec 7 2021. Paid for 5 year Guardsman Protection. Soon ugly black marks started to appear on the white leather with no known cause. Guardsman said not accidental so not covered. Furniture Village sent technician who said was accidental damage. FV said not a manufacturing defect so not covered by them. FV offered to send a copy of the report, but despite chasing never did. So I wrote by special delivery to Furniture Village CEO Peter Harrison (signed for by Tracy 09-03-2022). I asked for a response by Mar 18th, but have received none by April 4. Now I just want our £3,175 back and they can take the sofa away. How FV expect to be able to wash their hands of this after taking our money I do not know. I advise anyone thinking of buying from them to think again. Problems occur and it is how they are dealt with that counts. FV really do not appear to care.”

Furniture Village 1 star review on 6th April 2022

Helpful Report

Posted 3 years ago

“To preserve my sanity I am going to give you the short version of my experience with furniture village. in April 2021 we ordered 2 sofas costing in excess of £5000.00. The first delivery came crushed with a broken spring and bare electric wire. Their inspection concluded this was down to either bad storage or bad transportation. Replacements arrived in November one footrest needed to be taken apart and redone as it was not attached properly and the lump under the leather on the frame we left as was as it would have meant stripping down the whole chair to get to it. We have had a year of lies, excuses, non returned telephone calls and total disinterest. Would advise go somewhere else with your money as once you order from FV they are no longer interested in speaking to you. A totally dissatisfied customer.”

Helpful Report

Posted 3 years ago

“FOR YOUR OWN PEACE OF MIND,DO NOT SPEND YOUR MONEY WITH FURNITURE VILLAGE!! We ordered a Piccolo sofa ,chair &storage footstool from FV in early Jan 2021 at a cost of just over £1800. It took until 30th April for FV to deliver it. If you are expecting a shiny FV van and expert delivery men to install it forget it. FV outsource a lot of their deliveries to ANYVAN, as was the case here, So, they turned up in an old Luton Transit and ,whilst the men were enthusiastic, they had got no idea how to manipulate large items of furniture into a living room and I found myself helping to deliver my own delivery into the house. They took pictures, then took the packaging away and left staples hanging from the base which could easily have injured someone. I noticed that they had turned the storage footstool opening to the wall which puzzled me. I turned it round and saw that the top was set at a 20 degree angle to the base. I checked the other items and found a tear in the leather at the rear base of the sofa. I have since been told that FV furniture is not craftsman built, but comes off a production line (A previous respondent has suggested in China). FV never see the furniture but where is the service/ quality inspection in the factory? Why do they think it is acceptable to send out obviously "seconds" furniture? I e-mailed FV with my complaint , no response! I e-mailed them twice more, no response! I phoned them at 4:05 one afternoon and was no 33 in the queue! At 4:55 I had moved up to no 12. At 5;40 I was answered by ERIN who simply told me I had been sending the e-mail to the wrong address! (none of them were thrown back to me as incorrect) Success! a reply from FV. They are sending Castelan ,their service agents to look at the damage and repair it. They will then contact me "within a few days" to sort the problem out. They duly arrived, managed to pull the leather in such a way as to disguise the hole. took a crowbar to the footstool which has left the mechanism cranked and bent, and suggested that when FV phoned, to accept a price reduction on the items as though I am fully entitled to ask for replacements, they could well have the same problem! So ,like it or not, I am being told to accept "seconds" quality furniture, not the quality I paid for ,or expected. In any event ,the phone call never came. I e-mailed them on 21st Jun. No reply I e-mailed them on 20thJul.No reply I e-mailed them on7th Aug saying that their were still issues to address and are they going to continue to ignore me? You've probably guessed the answer to that one! By January the suite was 9 months old but the qaulity is so poor it looks more like 9 years old. We made the decision that ,as we were getting nowhere with FV, we decided, in Jan, to buy a new suite and write off this one. So ,although FV is one of the 5 outlets on our local retail park, we gave them a miss and will never buy from them again. And this is FV's problem, as you can see only7% of reviewers would recommend them, we certainly would not. Most businesses rely on repeat customer purchases and FV are not going to get them. I repeat again DO NOT BUY FROM THIS COMPANY!”

Helpful Report

Posted 3 years ago

“Ordered a dining table online in Aug was told delivery within 4 weeks. Delivered a damaged table in October which was returned. A replacement was then delivered which was also faulty. Told they would replace in 6 weeks. Heard nothing until I cancelled the order in March and still waiting for refund in April. Appauling customer care and service, constantly have to chase them as they ignore emails and keep you on hold for over an hour.”

Helpful Report

Posted 3 years ago

“I had previously bought a sofa, from Furniture Village Romford it went smoothly. So when I wanted to buy a dinning table I decided to go with them because of the interest free credit. When you go in for the first time they are so interested in you until you pay the deposit the worst customer service comes after that now that they got your deposit. We was served by Salim as I said was very friendly, but he didn’t disclose that they had problems with their finance system which do the credit check until I paid the deposit. That’s something they should have disclosed before I paid the deposit, at this time they had a cyberattack which they never mentioned to me they just saying their systems are down and hence the finance system not working. So I was told that they will get in touch with me to do the credit check with the system is up and running. I didn’t hear anything for a while and I had to ring head office several times to find out but keep telling it’s still down. Salim never got back to me with regards to when to come back for the credit check, he was friendly enough but didn’t wanna follow it up and get back to me to tell me when to come for the finances. I went to the store and asked to see the manager and the manager himself wasn’t very friendly or welcoming or not even apologetic about the whole situation. This time he did the credit check and was able to get the finance done. But he wasn’t friendly at all, just going through the motions. I would expect better from a store manager. At the initial purchase I paid extra for the damage cover and I was told that I would get an email with the details. So I went to the store to find out. And I talked to Swarn who looked liked he didn’t want to be there. He sat down on his desk and at no point he asked me to take a seat, (I was there for good 10-15 min) he was very rude and unprofessional. He was talking to me like I am an idiot and the tone he was taking to me I felt uncomfortable and he kept calling me brother. He told me that my email address is wrong and I have to call the insurance people and inform of this. He did print the contract for me. I told him that I didn’t make this mistake and they got my email address wrong and they should rectify it. But he was adamant that I have to call them myself, he was even telling me how to talk to them. I told him that he is rude and that needs to learn how to talk customers. Then he was going on about how he is trying to help me and that I am one in the wrong to tell him that he is rude and that he is talking down on me. I was angry and left the store telling him that he need to learn how to talk to customer better and that would leave a review about this , his reply was great go ahead. I would never visit the Furniture Village Romford. Horrible after sale customer service. Specially from this Swarn, not so friendly manager and I think they all needs training in customer service. Specially after sale customer service.”

Helpful Report

Posted 3 years ago

“Absolutely disgusting service / after care service or what ever they want to cal themselves more like a bunch of clowns our sofa that isn’t a year old is shocking it looks like more then ten years old and the so called service /repair engineers well that’s another bunch of clowns they send out some to replace soft close brackets on a tv unit and the repair clowns damage the unit and furniture village have more or less said tuff luck seriously stay away from these excuses after excuses and lies upon lies with these people they take ya money and that is it absolute disgusting after sales they don’t listen they are absolutely Useless”

Helpful Report

Posted 3 years ago

“After just over a year of being used by 2 adults, the surface of our sofa has started to wear away on the head rest. Apparently the technician’s report says this is not a manufacturing fault and therefore Furniture Village refuse to help. If you want to sit on your sofa, I would not recommend this company at all. If there’s no manufacturing fault, then the quality of materials used is clearly not fit for purpose.”

Helpful Report

Posted 3 years ago

“Please stay away from Furniture Village especially Reading branch! You will thank me later! We have purchased around £15k worth of furniture from Furniture Village on 2 separate occasions… first time we bought c£7k full living room set. We were promised 2 months delivery it took 6 months when the furniture arrived it was damaged. Store manager stopped taking our calls and his staff started to cut our calls. After a year we reluctantly purchased more “high end” furniture at similar cost giving benefit of doubt. However we quickly realised that this was a huge mistake. We were stupid trusting Furniture Village again as exactly I mean EXACTLY the same thing happened again this time. £5k sofa arrived 4 months late and damaged - missing parts, furniture left unassembled creating safety hazard (see pix), on top we got bad customer service! Initially store manager promised 2 months delivery arrived damaged after 6 months now I am being asked to wait another 8 weeks for missing parts! This was ordered well ahead of xmas as we are expecting guests!! ETA now is 9 months! Still not sorted but see screenshot of customer service email with their cowboy ‘take it or leave’ response!! (Btw this is one of many rude emails) We visited Reading store multiple times but manager refused to come out of his office to see us! There isn’t anyone ACROSS the business offering us a resolution (of course they made the commission) we are left feeling helpless. There is definitely a systemic problem that this company as whole need to fix as we experienced worse of the worse customer service experience on 2 separate occasions 1-2 years apart! In summary Avoid Furniture village as there is a systemic issue with the company and you don’t want to be caught in the middle with thousands of pounds in the mix. They offer dodgy quality furniture with high prices and bad customer care and support! PLEASE AVOID FURNITURE VILLAGE!!!”

Furniture Village 1 star review on 20th March 2022

Helpful Report

Posted 3 years ago

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