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

“Please please please do NOT order from this company in Ipswich I ordered my my furniture at the end of February and still sat here with nothing , paid in full nearly £4000 , lies and more lies come out of their mouth , they have given me different dates through out still nothing has arrived , they don’t answer the phone cause they are to busy and they will call you back , haven’t even got the decency to do that , so who ever they are busy with DONT ORDER ! I so wished I hadn’t , 😭”

Helpful Report

Posted 3 years ago

“Don’t buy from this company I’ve spent £4000 the sofa was 8 weeks late and damaged the delivery driver said someone contact you next week to repair that was 3 weeks ago I’ve spent hours on the phone to customer service no joy”

Helpful Report

Posted 3 years ago

“I have ordered the sofa bed on the 16th May 2021, at Furniture Village Barnet Store, with an estimated delivery date of 8 to 10 weeks! The first attempt in delivering the sofa bed happened on the 22nd July but sadly the incorrect item was delivered, hence I have rejected the delivery (bearing in mind I had to take annual leave in order to accept the delivery) I was told that the warehouse would have been in touch with me to re-arrange the delivery. Unfortunately, this did not happen! I had to phone the store to ask the new delivery date and again I was informed that the store does not have any control of it, and I should call the warehouse directly! Since when the clients need to call the warehouse, never heard before!!!Nevertheless, I did. After, 2 and half hour waiting on the phone I have spoken to an operator who rescheduled the delivery and I have been reassured that the date has been confirmed for the 7th August. On the 7th August, around 11 am I had a phone call by the driver stating: 1. as I live in a cul-de-sac road and there is not enough space to turn around the lorry. I have explained that this was not an issue in the first attempt. I guess this depend on the driver skills and experience in driving to a cul-de-sac road and reverse back. Myself as well as my neighbours have always received deliveries with no issues. The bin lorry drive in and out all the tine with no issues.... I am not entirely sure how big is the lorry, but it seemed usual size. I did say not to worry to block the road if this was an issue as my neighbours were fully aware of. Nothing, although all effort I made to make it work more excuses were coming up! 2. I was told that he could park in the main road, but the sofa bed will be all wet by the time reach my house. The main road is 30 second away.... not very far. I have explained that in England does rain every other minute. Although it will take longer than 30 second for them to bring all units, I would like to think that the staff is fully competent in resolving this type of issue. I have also suggested to deliver my order later on as the rain will stop in about an hour, but I was told “love does not work like this, and they will not come back”. And on the top of it they he said I should have thought this through!” Not to say I do not have any power in controlling the weather! 3. I was told that it would not be possible for them to drive down my road, even though I had given few options. I have also asked to give me the warehouse phone number so I would have called on their behalf to ask for further advises. I was astonished when I was informed that they only have private numbers, and they could not share. Again, I have specified that I need the landline phone number as a business surely, they would have one. And again, they said there is not a land line to call. So, I google the number and asked to wait till I will speak to the operator, and he said: “it will take hours to get through”, he did not have time to wait hung up on me and he drove away! Please note the call lasted 5 minutes, to me seem that the driver already decided to drive off! 4. To say I am shocked of the service I have received is an understatement! I have driven to the store and made a complaint to the point I wanted a full refund as the service I have received so far is unacceptable. After my arrival at the shop, I had to queue for quite a while to speak to the store manager. The queue for the complaints was bigger than the actual customers buying furniture, this tells me a lot! Ifran (the store manager), fully understood the situation and he did apologise on behalf of the driver and confirmed the store does not have tools to track the delivery or the drivers. Once the order has been placed a separate company take over. However, the delivery was rescheduled for the 12th August. 12th August, again I have taken a day off to accept the delivery in the hope this nightmare will end. Utterly disappointed the 3rd attempt to deliver my sofa-bed turned out to be a L shape sofa. Honestly, I could not believe and rejected the order. I have called the store to ask a full refund as I really had enough aggravation and I do not have any more time to chase and re-arrange the delivery, I strongly believe this is the job of the store or customer service. Off course I did not get through as the complaint line is always busy. I said myself, I will try again tomorrow. Later in the evening I have received an email stating that the finance has been activated and they will start take the payment in few days. Absolutely a joke…. I have not received the sofa-bed, but Furniture Village authorised the finance company to start collecting the money!!! The organisation of this company is absolutely a mess. The next day I called again but of course the complaints line was busy, so I decided to go through the sales line… they answered straight away. I have explained the situation and requested to speak to the store manager, and I was told I would receive a phone-call in 10 minutes. 2and half hours later nobody called me back. I called again and ask for the store manager and again I was told quite abruptly the store is busy and when the store manager was available, I would receive a phone call. I waited another hour and I called back and this time I was not keen to wait any longer. Luke answered the phoned and said they have been busy that is way nobody called me back. Well, I had enough, and I asked again to escalate my issue to the store manager, and he finally said “I am the store manager “. Again, very abrupt answer no keen to listen but just annoyed he had to refund me now. I also requested a confirmation email stating my ordered has been refunded and the finance cancelled. I needed as a proof to send to the finance company so my direct debit will be cancelled. I really don’t trust the company and I don’t want a bad credit rating on my records! The emailed I have received there was not a note a line to say: “I am sorry for”!!! nothing at all! Surely, a store manager knows what style of email to use when dealing with unhappy customers!!! The call centre does require an immediate improvement: it is impossible to get hold of anybody regardless of what day or time of the day I try! I am sure this is not first time the company face these types of complaints as the queue to speak to the manager was bigger than the actual customers looking for furniture in the shop. I wonder what type of training the staff receive at all levels. Is the driver in the right to hung up to customers and refuse to deliver because it is raining? Are there any company values that everyone should adhere to? Perhaps, the company should look into revamp and improve the delivery service having control on what is happening (other big companies already do this!). I wished I had never order from furniture village, the co-ordination and chasing the delivery has been a total disaster. I request a compensation for the time of I had to take to accept a delivery which was never delivered. Furniture Village should consider paying the customers if they need them to call the warehouse to co-ordinate the delivery. As a customer I have the right to know what happened to my delivery and I would like the operational manager to be fully transparent. I will be waiting for a response!!!”

Helpful Report

Posted 3 years ago

“Would never get a sofa from here ever again.Shocking service. Brought a leather sofa and armchair which arrived December 2019, 10 months later the leather on headrest of armchair started to peel. Was told this was due to over cleaning and hair products which is a joke in itself,even though I used the cleaning products that came with the furniture and therefore was not willing to resolve the issue as said it was not a manufacturer fault. A further 2 months down the line and the leather started peeling on the seat .How can this be from hair products.Fuming is not the word. I've not even finished paying this of yet ,and it's already ready for the tip and an eyesore. Worst peace of furniture I have brought with zero help.Disgusting service.Quick to take your money but not wanting to help to resolve the issues. The sofa is fine so clearly a manufacturer fault but I hate the furniture now because of the issue and would never buy from this company again.”

Helpful Report

Posted 3 years ago

“Beyond dreadful customer service!! I would advise anyone against using this company. Delays, lies, lost items from our order, complete lack of communication. They had a cyber attack but no back-up plan whatsoever to contact customers. Can never get through to the store and ended up chasing up myself with courier etc. Answer from them was completely different to FV. Very stressful and a waste of months. Now ordered furniture from Next who couldn’t be more helpful!”

Helpful Report

Posted 3 years ago

“UPDATE 6 Nothing. Nobody from FV has been in touch as of 2:30pm. Have now involved my bank and several social media platforms. The finance company have also apparently queried FV by email. Watch this space! UPDATE 7 Advised to use ‘Option 3’ by social media when telephoning. After another 27 minutes listening to that ditty, Sophie informed me that an urgent note had been put on my file and passed on to the online team manager who will contact me in 3-5 working days. I asked if that would be Scott who has been promising to phone me since July 31st (see UPDATES 2 + 4)? She then hung up on me since a fire alarm was set off! Maybe I’m just cynical but….I do hope their evacuation went well. Another type of evacuation sums up the quality of their customer’care’ perfectly. UPDATE 8 August 11th No news from Furniture Village but my bank and finance company are now actively involved.”

Helpful Report

Posted 3 years ago

“Still waiting”

Helpful Report

Posted 3 years ago

“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

Furniture Village Reviews