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

“Ordered table and chairs September 20. Delivered 25 January 21, table arrived damaged. Delivery man ordered replacement plinth. 8 months later STILL no replacement. NO ONE HELPS. Tried phoning, promises made, no action happens. Messaged managing director, still no response.”

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Posted 3 years ago

“I placed an order for a table and chairs, sideboard and nest of tables in June. The table and sideboard were delivered in July even though I wanted to wait for the rest of the items they would not hold onto them for me. I had to therefore get rid of my old table and chairs, but am now left with a table I cannot use as I have no chairs. I have left numerous messages on the phone but nobody rings back. Wish I had read these reviews before I went to this company.”

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Posted 3 years ago

“Having just found the reviews section to write a scathing report on Furniture Village online, I feel it a complete waste of time to do so, having seen the multiple reports of similar customer service. Therefore, all I will say is, even after a discussion with the general manager Scott Taylor, of promises to resolve our issue by 5pm that day, I didn't even get a return phone call. An absolute disgrace!!! Ps Is there any positive reviews on any pages of this site?”

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Posted 3 years ago

“I bought a Marina sofa and I’m absolutely sure the seat cushions are not the same as the model I sat on many times in the showroom, I’ve been talked to like I’m an old lady who couldn’t remember what I ordered and this very expensive sofa is awful quality, used by only myself , occasionally I ordered something I considered would last many years but looks awful already The marina is made by furniture village so I can’t ask manufacturer for information and the sofa has been removed from the showroom as one of the salespeople told me because of this problem”

Furniture Village 1 star review on 1st September 2021

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Posted 3 years ago

“I am really sad and disappointed to be leaving this negative review. As a previous retail store manager I understand “without customers, you don't have a business” I spent £13,000 and paid in full for furniture I ordered on 9th March, six months later I am still chasing 6 items to complete the lounge and bedroom. I email, call leave message and “NO ONE RETURNS” my messages. I understand and have been very patient due to covid, however I think it is disgraceful I haven’t been updated. I have waited on hold for over one hour then told to “CALL THE STORE” I placed my order with. You can’t get through to store, no one answers your voice messages or emails. I have damaged furniture still pending a replacement along with the damaged items still in my home waiting to be collected six months later. REAL SHAME, as the furniture is beautiful…customer communication and service is the key to any business and something Furniture Village have failed to deliver! WHY HASN’T A SENIOR MEMBER OF THE MANAGEMENT TEAM, EVEN THE DIRECTORS asked the question, who is updating our customers of the delays?? Mr Furniture Villiage you can see the amount of orders outstanding with the dates they were placed! You have a duty as the director to save business not lose it to DFS where I have had to go to furnish another home.”

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Posted 3 years ago

“What an absolute shower of the proverbial this company is. They do not answer the phone, they do not keep you updated with any delays, changes or issues with your order whatsoever. You have to chase them constantly if you want any info, and good luck actually trying to ever speak to anyone over the phone. Initially my order was delayed by several weeks, despite a promised 11 week delivery time. Apparently I was informed about this. No, I wasn't. Eventually, I was given a date that the item would be in their warehouse. This was then delayed by a week. Then I was given an actual delivery date. Which was then put back by 3 days due to an error; something about "paperwork issues" - it was them that gave me the date in the first place! I was promised a text the day before delivery giving me a time slot. Did I get a text? What do you think? On the day of delivery, I'm waiting around, not going out doing other things I could be doing, and I've still had no communication regarding delivery. So I spend an hour trying to speak to someone on the phone. Eventually I'm given the number for the Doncaster delivery depot, only to be told that apparently I'm mistaken, and the delivery date is a day later! What an absolute joke this company is from start to end. I completely regret giving these cowboys my money. If I ever have any warranty issues I'll probably just set fire to the damn thing and buy from elsewhere. I dealt with the Hull branch but I'd imagine they're all as inept as each other. Avoid at all costs.”

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Posted 3 years ago

“Appalling customer service - firstly head office don’t offer any help - everything is directed to stores who eventually call and then don’t follow up! Just appalling, I wish I’d seen these reviews before buying there. They don’t deserve any business.”

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Posted 3 years ago

“Starlight chair arrived damaged. £1300. Recliner function damaged, possibly from the delivery guys. We doubt it’s leather as smells of plastic amd chemicals. Told would be made in Italy. Arrived from China. Stitching of panels looks ready to break on both arms. Waited 14wks for this. Gutted. Very very difficult to achieve customer service. Had to visit the store as no calls returned. The store manager couldn’t get through to customer service either! Somebody visiting this week to look at. Likely to go for refund at this rate. If a satisfactory resolution I will review with results.”

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Posted 3 years ago

“I purchased a Mira rug over a year ago and I was told that delivery would be within weeks, 3 months later I received the Rug. At first the rug seemed ok but gradually it began to shed/moult. Everyday since there has been strands of rug pieces falling off daily, found on my clothes, transferred on my feet to every room, emphasising the lack of quality and workmanship. I became very concerned so called the store, sent them photos and a video. The Rug is guaranteed for 2 years, yet I was challenged about this. Despite numerous calls and failed promises by management, the last being John, I am still left in the dark. I am so disgusted by the lack of support as I have been waiting months for a resolution. Promises to call me back is just lip service and just an outrageous lack of knowledge what customer care/aftercare means. After this experience, I would NEVER purchase from there again. Once the money is in the bank, that’s all they care about. I will be lodging a formal complaint.”

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Posted 3 years ago

“Delivered a damaged poorly made sofa. Sent an engineer to fix it who could not then said there was nothing wrong with it and refuses to answer my emails. Will NOT shop there again.”

Furniture Village 1 star review on 25th August 2021

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Posted 3 years ago

“I ordered a bed and was told delivery would take 2 weeks. On the day of delivery i heard nothing so called up to be told it was delayed by a week, a week later it was delayed by another 6 days so i cancelled the order. I was told id be refunded in 5-7 days. 3 weeks later i am still waiting for a refund. I have called up and was told that they had "forgot" to cancel the order. 7 days later and still no refund yet. Be careful using this company, it will take you forever to get your items and even longer for a refund. I'm currently talking to Ombudsman to try and resolve this.”

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Posted 3 years ago

“Having ordered 2 recliner chairs, i emailed the company to enquire when i could expect delivery. Still no reply after 1 week. Absolutely PATHETIC customer service. They used to be a top quality company a while ago, but clearly no any more.”

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Posted 3 years ago

“I ordered 7 items from furniture village in March, 2021. They have completely messed up my orders and as other said, the customer service was non existent. I rang and emailed numerous times and every time they promised a manager or themselves will get back to me but barely happened (two to three times in over 20+ times). Part of my orders arrived after chasing and complaining consistently for 3 months, 2 items arrived okay but the coffee table missed off a leg and the chair missed off parts. Then the rest of my orders went missing and took them over 4 Months to investigate and still only got back to me and said they were sorry as they cannot locate the items and so they could only give me a refund. My wife and I were very angry and upset about the outcome but it s okay. We would accept a refund and I requested them to contact me to process the refund due to card issue but as expected they did not follow up properly. The amount of refund they were about to invoice to me was incorrect and up till today, they still have not contacted me to rectify and process my refund even I had already emailed both customer service team and admin team twice in the past 2 weeks. It s absolutely unacceptable. I would never recommend this company to anyone. I hope furniture village will contact me as soon as possible to resolve my refund and offer compensation for the amount of stress, disappointment and my precious time they cost me and my wife.”

Furniture Village 1 star review on 21st August 2021

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Posted 3 years ago

“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 , 😭”

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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”

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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.”

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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!”

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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.”

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