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

“Buyer Beware Purchased a Furniture Village Halcyon 2 3 seater power recliner and static chair for just shy of £1900 cash in the sale. Within 12 months the foam had collapsed to the point where it was so uncomfortable it was unusable as the springs and frame could be felt when you sat on it and it offered no support. I called the store who directed me to the customer support team. I spoke to a lady on the phone who said she doubted it would be covered as I was probably sitting on it wrong however eventually she agreed to send an engineer. The engineer came out and agreed it was a manufacturing defect and he would order the parts. He also said it was caused by the cheap low density foam used in the sofa (not the high density foam I was told was in the sofa by the salesman). After about 8 weeks the parts arrived the week after the engineer returned to put the new parts in. He was surprised they had sent the same poor quality low density parts to replace the failed parts however fitted them. 12 months later guess what ? The poor quality parts had failed. I phoned up the customer care line who sent an engineer out who said basically the last engineer hadn't fitted the parts properly and as such not only had the parts failed but it had amplified the issue causing bits of the sofa to be exposed that shouldn't be. He wrote his report and said someone would call me back. I waited and waited and eventually chased the customer care team who said that clearly the sofa needed replacing. The lady went off and spoke to the manufacturer and said she would call me back in a few days. I waited and waited and eventually called her back. She said that unfortunately the sofa was discontinued and the parts were no longer available. This is where the problems started. I was then offered a meagre partial refund (£1000 of the £1900 I paid 27 months previously) I declined this so she said she would get a manager to call me. I waited and waited and eventually a manager did call me back. I then spoke to a person who I can only say is the rudest and most disagreeable customer care agent I have ever spoken to. He quite offered me £1250 eventually or £200 towards the repair (I've been quoted £600) but if I took the £200 there would be no further warranty. I explained that through no fault of my own I now had a sofa that was broken and couldn't be repaired and they weren't offering me enough to get a new sofa. He said that wasn't his issue and that I should be grateful I was getting anything back. I asked if there was an alternative they could send me or if they could discount another one so I could afford to get something and he said that wasn't his job but I could try to go into store to haggle but he wouldn't speak to me any further so ended the call. I then spoke to the store who apologised for the way I was spoken to however there was nothing they could do about it and weren't surprised at the way I had been treated as they get many complaints about the customer care team. I am now left with no sofa or chair, as we speak no refund as the goods need to arrive in the depot to be refunded and this takes time and a £700 hole in my bank account. All this through no fault of my own. I hardly think it's fair that I am out of pocket due to poor quality goods, poorly trained engineers and the fact that parts are not available for a 27 month old sofa. I wish I had more sense than to give Furniture Village or had used a credit card as I could have demanded a refund from them and wouldn't be 3 days work and £700 out of pocket.”

Helpful Report

Posted 7 years ago

“Bought sofa and 2 chairs sept 14 within 18 months leather on sofa cracked. Had someone out from furniture village and independent to access damage both advised was manufacturer fault. Was told by furinture village the they didn't use manufacturer anymore so offered us a cash settlement which would not cover the cost to replace , in end we were given £200 to go away. Customer service totally apalling would never use again as I had to keep calling for updates as no one came back to me.”

Helpful Report

Posted 7 years ago

“Absolutely dreadfully expensive junk! Disposed of our beautiful wooden dinning table and 8 chairs, because it was a bit of a pain every time to insert the extension leaf in the middle, when the growing family came around for dinner. Spent nearly £1,000 on a veneer light oak table and 6 chairs with "matching" legs. When the suite arrived the table had a manufacturing default and none of the chairs matched. Complained to FV and over 4 months they sent 4 lots of replacement chairs (that's a total of thirty chairs!) and non of the chair legs matched each other (even the legs on the same chair the colours didn't matched - let alone the table!) Had 2 replacement tables which were worse than the original! Customer service dreadful! Eventually store manager came to our home to see for himself. He was embarrassed and apologised. We got fed-up with the hassle and the waiting (time of work/phone calls etc). So we agreed to keep the original table and settled for chairs that were the nearest match to the table. Furniture Village agreed to refund part of the purchase price as compensation. Now chairs are falling apart and one of the backrest has actually broken which we suspect was delivered damaged! Regret disposing of our old suite (Ebay - buyer seriously couldn't believe his luck!) and we should have rejected this "fire wood" that is now adorning our dinning room. Having the dining room extended so we have decided to look for a new suite. (We wouldn't dare sell it on Ebay and risk a poor/negative feedback score) Roll on the 5th of November!”

Helpful Report

Posted 7 years ago

“Fantastic service from the sales lady. Bought a new mattress, I never knew it could be so confusing but she was brilliant. Very helpful.”

Helpful Report

Posted 7 years ago

“Disappointed with Furniture Village. We purchased a corner sofa 2 years ago and twice has failed on us. First Sofa had all the padding in the seat gave way and left a protruding frame which if sat on can be painful. Then back in January 17 the corner section bracket broke leaving a gap in the back part of the sofa. The problem is with that is our little 2 year old she could get her head caught in the gap and affectively could strangle her. It's hard to keep a 2 year old off the sofa, and in all fairness why should we due to the shabby build of the sofa. The sofa looked great in the shop, but that changed when they start to wear prematurely and the frame can be felt, things start to break. We always try and look after our furniture, like cover them and the kids are not allowed to jump on it. Highly disappointed that something that should last 10 years started breaking on month 3. Oh and did I mention that we have been waiting 4 months for someone in China to send a small bracket to fix the issue. How stupid is that. We had a technician out to take pics 4 months ago, that was all. Customer service has been appalling, although when pressured they do respond eventually. But still nothing to fix the problem, just keep blaming the chinese factory.”

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Posted 7 years ago

“This is the store I prefer to buy my oak furniture from and will continue to use.”

Helpful Report

Posted 7 years ago

“Bought an extra large and large regent street sofa. It broke within 12 months. They sent out a man who put screws into the feet. Suprise suprise the foot fully collapsed. So we're here with a broken sofa unable to use it and furniture village are saying they have the right to repair it. NO I had the right to buy an expensive sofa which would not break within 12 months. I am disgusted with the furniture village aftercare and would never recommend anyone to use them. I will take this further. It's fabric is also all coming undone. Appalling.”

Helpful Report

Posted 7 years ago

“We purchased a 3 seater & 2 seater reclining sofas from furniture village for circa £3500. They were delivered 23rd December 2016. Within a few days we could feel the timber within the arm rests. We contacted furniture village who sent a " technician" out. He confirmed you could feel the timber. Furniture village not interested !! About a month ago the electric recliner started making a noise & not working. We got passed from pillar to post between the shop , hq, the extended warranty company. Eventually they sent someone out who inspected & said the motor had burned out. He advised a part would be sent out & we would have to ring to get him to repair the sofa. Three weeks later still nothing. FURNITURE VILLAGE AFTER SALES SERVICE IS NOTHING SHORT OF APPALLING. WE WILL NEVER EVER PURCHASE ANYTHING FROM THEM AGAIN & WOULD NOT RECOMMEND THEM. !!”

Helpful Report

Posted 7 years ago

“What went right!!!! In store sales team fine. But Customer service non existent, rubbish fobbed off never called back. Sofa is so uncomfortable, cushions fall off after sitting on it for less than 20mins. Cushions slope to one side and give you back ache and cramp. Stitching is wonky. Cushions out of shape visually after just sitting on it for less than 4 weeks. Appalling. Thanks Furniture Village for the shocking sofa and for us now sitting on the floor instead of the sofa we are paying for. What are you going do about this??????? Oh don't tell me, i am going to have to wait 5 to 10 days again for a reply. Then still no reply!!!!”

Helpful Report

Posted 7 years ago

“Shaun and Andrew delivered a sofa for my daughter today and they couldn't get it through the door . They offered.lots of alternatives and were on the verge of having to take it back to the warehouse but they kept trying and eventually managed . They went above and beyond their duty to get it in and we are very grateful to them . Thank you both very much you are a credit to your company”

Helpful Report

Posted 7 years ago

“I cannot advise strongly enough that you stay away from Furniture Village. Whilst there in store staff are very friendly, knowledgeable and helpful, every other aspect of this firm has been a nightmare. I would have to write and essay to explain all the problems we've encountered so I shall try to summarise. Our sofa was delivered 3 weeks late. When it did finally arrive it was damaged. I have been calling and emailing Furniture Village for over 2 months to try to get it repaired but I never get a response to emails and the phone line is always busy. The only response I have received is via social media. On this they promise to call me and send out a letter of when to expect a repair. I have received no phone calls and no letter. We have also discovered that the sofa has not been treated with ScotchGaurd which is something we paid extra for. Things have gotten to the point where I am now seeking a full refund from Furniture Village. After finally getting through to the aftercare team they have told me I have to go back to the store. When I did that I was told that I would have to speak to the Manager but that I couldn't because he is on holiday. Do yourself a favour and buy your furniture from somewhere else.”

Helpful Report

Posted 7 years ago

“Appalling customer service - they made a mistake on my order twice, they sent me someone else's personal information, the delivery team don't answer the phone (I called 15 times within one afternoon and couldn't get through) and the customer complaints team do not reply to their emails. Even Peter Harrison (CEO) does not care about his customers, as he has not responded to my complaint. Avoid buying anything from them, for your own sanity!”

Helpful Report

Posted 7 years ago

“Avoid this company like the plague, their sales people are liars and are trained experts in deception. I won't go into details because the sorry story is too long and complicated, but if you really must buy from this store, do your own research beforehand and do not believe a word the sales people tell you. All they want is your money and once they have it, they don't give a damn about you.”

Helpful Report

Posted 7 years ago

“Ordered a coffee table in early March and paid in full. Had a phone call at end of April to say supplier had ceased trading. We were offered the display model and invited to visit the store to view it. Phoned the store to confirm that the display model was still available before traveling 30 miles. When we arrived we were pushed from pillar to post. First we were told that another customer was buying it then we were told that it was available at just £50 discount. On viewing we found the glass top was chipped. We asked for a greater discount and was kept waiting for about an hour before we were told we could only have a £75 discount. We politely declined and asked for a refund only to be told that the refund could not be done until the next day. The following day I phoned and was told our refund had been made. On receipt of my bank statement it is clear that two weeks later the money had still not been refunded. It took another two phone calls to be told the money had just been refunded today with no compensation. This is a shoddy way to run a business. I shall now have to contact my bank to ensure the refund really has been made. I don't intend to use this company again.”

Helpful Report

Posted 7 years ago

“DISGRACEFUL SERVICE, NO AFTER CARE, NO CUSTOMER SERVICE, NEVER AGAIN!! '”

Helpful Report

Posted 7 years ago

“I purchased a bed from the Bristol store on 6th June 2016 (Babylon bed frame). Unfortunately, on receipt of the item the headboard was faulty and following a lengthly process of phone calls, emails and a visit from a technician it was deemed that a replacement was the most appropriate way forward. Despite being informed by the “Aftercare” Team representatives on several occasions that updates would be provided in a timely manner so as to ascertain: 1) the opinion of the technician based on photographic representation of the workmanship 2) a date when a technician would ultimately view the item in situ 3) the outcome of the technicians visit 4) the timeframe expected for a replacement to be furnished, no call was forthcoming and therefore left me no other alternative than to follow-up the complaint myself. The replacement was eventually delivered on 14th March 2017, albeit 9 months after the initial purchase, a timeframe which I find wholly unacceptable even when taking into account the lead time of the relevant supplier. Obviously, this has left me without a bed which is fit for purpose, and indeed usable, for an extended period. At no point during this intervening period was any update provided, which if due to a supplier supply and demand issue, or indeed any alternative explanation, should have been conducted as a matter of courtesy given the contract is ultimately with yourselves. Sadly, the “Aftercare” service I have experienced has been the extreme opposite of proactive and efficient, and most definitely has not been customer orientated. Following the arrival of the replacement, I noted the totally inadequate, inferior quality of the item and again contacted the “Aftercare” Team. Again, I sent the appropriate photographic evidence and was advised that someone would contact me to advise the most appropriate next steps given that I was now rejecting the item. Not surprisingly, I was forced to make contact yet again as no follow-up call was forthcoming. During this phone call, initially the photos could not be located and it was only when I advised that I had also forwarded the requisite photos to my own email address that they appeared. I was then informed I would need to wait for yet another technician visit, which I kindly declined and made it clear that I now felt the process was becoming a delaying tactic in an already unprofessional, inadequate, drawn out debacle. Again, I was advised to wait for a phone call to inform me that authorisation to collect the item had been granted. I need not explain the outcome of this wait as I am sure you can now clearly see a pattern developing. Despite authorisation being granted, your “Aftercare” Team again decided that informing the customer wasn’t a priority and I was left feeling that I wasn’t even an afterthought for the “Aftercare” Team. Now at the mercy of the “Aftercare” Team for a further period, again I waited for any form of response or update. Ultimately, I contacted the warehouse myself to arrange a collection date, so not only had I paid for the pleasure of a bed that wasn’t fit for purpose, I had made numerous calls to chase up the replacement item and arranged it's collection - obviously not in a days work for the “Aftercare” Team. Whilst courteous during each and every phone call, I can only describe my experience with the “Aftercare” Team as shambolic and seriously lacking, and not what I would have expected from a company such as Furniture Village. As a customer, I would expect the same level of service throughout the relationship and not a take the money and run approach. I have been left severely inconvenienced by this purchase and am now back to the drawing board in having to order a bed from another supplier. Following the incident I contacted the store manager who advised that no offer of recompense could be made as the item had been refunded. Clearly the inconvenience and mounting call costs on my behalf was extremely low on the priorities of a book balancing exercise.”

Helpful Report

Posted 7 years ago

“First delivery lorry broke down, second delivery I specifically asked after 1pm as was at work and was told that wouldn't be a problem... clearly it was!! As they wanted to come at 11am. What is the point arranging a time if you're only going deliver it when you want anyway!!! Let's hope 3rd time lucky but I really doubt that sadly.”

Helpful Report

Posted 7 years ago

“I bought a 3 piece suite from furniture Village with a 5 year guarantee, Paid £3048.00 Paid extra as I wanted the best quality leather that they had, as I wanted it to last. The Suite was delivered in March 2015. Found the a part of the 3 seater recliner started to crack, sent photos of the fault and was told that they would not repair it and offered £1856.00 to take it back, or pay me £200.00 for a partial refund is given in full settlement of the outstanding remaining 5 year product guarantee. Why offer a guarantee then not honour it . to me that is a con. I am still paying for the Suite on a 3 year interest free credit , What do you think of this practice the cracks are due to plastic joint not fit for purpose. The Letter I got was from Jenna Duquemin the After Care Team . Surely a top of the rang leather suite should last more than 2 years and why can't an upholster repair it. so it cost me 1192.00 to sit on the seats for 2 years £11.46 a week do you think this is right. They made the suite but will not repair it so they are writing it off after 2 years. This is what they advertise now. Every sofa, every bed, and all dining and bedroom furniture comes with our free 10 year guarantee. The guarantee covers all structural elements of our furniture including frames, springs and webbing, timber, veneers, structural stability and joints, bed frames and springs. Furniture Village Reply from Furniture Village Published 09 April 2017 Good Morning Paul Abbott, I am sorry to hear you are disappointed with the part refund offered, based on the time of delivery to when the fault was first reported. I am unable to locate your order number through this feedback. If you would like this to be reviewed further please contact us on: https://www.furniturevillage.co.uk/…/contac…/contact-us.html. Please accept my sincere apologies for the disappointment caused. Best wishes Julia. My Furniture Village order No is 353546110. So if I take your offer and the next suite has a fault again in 2 years, are you going to write that off as well ? What is covered? Been in contact with Trading Standards, they have told me about the sales of goods act 1979, told me the goods are not of a satisfactory quality, Will be informing the finance company Hitachi which was taken out on the interest free with furniture Village.”

Helpful Report

Posted 7 years ago

“Late delivery by 10 weeks (missed promised Christmas date). Paid for 'professional' installation who managed to put two deep gouges in my wooden floor, left the sofas with four support feet missing causing it topple over backwards when I sat on it! Called store and spoke to the manager who shouted at me, because I was apparently being unreasonable to expect to be able to SIT on a sofa that I'd paid nearly £6000 pounds for!! I paid for extended warranty, and when I noticed that one of the chairs had stopped reclining not ,stainless waiting for a repair. Hopeless product, pathetic customer service 😡😡😡😡😡”

Helpful Report

Posted 7 years ago

“Purchased a sofa in October, it was delivered in dec and completely the wrong colour feet to which we ordered. We reported this immediately and was promised they would call us back. We waited 3 WEEKS & nobody called. We called them again numerous times over the next 2 weeks and eventually they advised us they would order more feet in and exchange these. We then waited 7 WEEKS!!!! And we contacted them 5 times but no response or any feedback as to where these feet were! We finally complained to their head office who arranged for our sofa to be collected and they would refund us as they no longer have these feet!!! Our sofa has now been collected but despite numerous phone calls and emails to the company NOBODY has replied to advise us how to get our money back! So we are now in April, 6 MONTHS from ordering what we thought was our perfect sofa, we now have NO sofa and NO money to purchase another! I can't even begin to put into words the incompetent, disgraceful service we have received from this company, particularly the IPSWICH branch. I wish I had never set foot in furniture village and unfortunately it's not over yet!!!”

Helpful Report

Posted 7 years ago

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