Furniture Village Reviews
Based on 41 customer reviews and online research, furniturevillage.co.uk has a consumer rating of 2.2 out of 5 stars, indicating most customers are not satisfied with Furniture Village.
5 Stars(7)
17%
4 Stars(4)
10%
3 Stars(3)
7%
2 Stars(3)
7%
1 Star(24)
59%
How would you rate Furniture Village?
Top Reviews
The worst customer experience I have ever had. I would give less than one star if I could. I don't normally write reviews but felt I had to voice out my frustrations with this awful company. I bought a bed in May 2020. They damaged my item (didn't even care to phone me to tell me about it!) and said I had to pay for a different one and a headboard separately. Took them FIVE months to deliver the bed and having to chase them at least 20 times - absolutely ridiculous (they advised me it would take three weeks - what utter rubbish). Customer agents behaviour was despicable, rude and unhelpful apart from one guy called Nahid. Still dealing with the issue of a missing headboard SEVEN months later - had to pay for that separately even though the initial item I had bought included a headboard. Delivery man came today and delivered a table by mistake instead of the headboard and said that I had to sort out a new delivery date. The warehouse never picks up. Customer service is astonishingly bad it is laughable. I have given up with this company and will never buy from them ever again. Shame as I spent thousands here after moving to a new flat and the products are decent- definitely not worth it with the awful customer service. Would not recommend anyone else to buy from this company unless they want to have a stressful seven months chasing your products! Nightmare!
Store in Watford was full of customers, yet not enough sales people, so waited to be seen for almost an hour. Once we were served, the sales assistant was preoccupied with his lunch order instead dedicating full attention to us. When quoting the price for 6 chairs, he said I’m going to give you a brilliant deal, it’s going to be £714 including delivery of £69. At the same time, I checked online and I could have gotten the same for £570 including £20 for delivery. He then honoured the price, however what’s concerning is that if I wasn’t there and only my mother in law, who is in her 70s she would of had been heavily overcharged. Would I recommend Furniture village, yes for the offer as their furniture is very nice and of good quality, on the service 100% no. You get better service online without any human interaction, so very disappointed.
All Customer Reviews (41)
To start with I would like to point out that due to long delivery times, many people leave good reviews for furniture shops, just based on the sales staff in the shop, and not the service they received when there is an issue. So read reviews thoroughly.
I thought you couldn't get any worse customer service than DFS, but Furniture Village have found a new low.
We ordered two sofas on the 15th November 2022, and we were told that delivery would be 10 weeks. This timing would fit in perfectly with the renovation of our new home. However, we were contacted by Furniture Village early in January to say that one of the sofas was in, and that they wanted to deliver it. I explained that we were told it would be 10 weeks, and that we wouldn't be in a position to accept delivery until around that time. To this the lady replied that they didn't have room in their warehouse, and that they would charge me for storage.
This was later rescinded after I made a complaint.
At around the 10 weeks delivery originally quoted both sofas were delivered (minus the fabric care package that was supposed to be included). However, it was pointed out that one of the sofas was damaged (it looked like it had been dropped out of the lorry), causing significant damage to the frame. And I was told that I would be contacted by Furniture Village to resolve the issue.
After waiting several days to hear from Furniture Village, I eventually called them. I can't remember the excuse they gave for not contacting me, but I was told that they would send someone out to inspect the sofa, and then someone would come to repair it.
The damage wasn't just a scuff, it was heavy impact damage to 2 corners of the frame. So I said that I would like a replacement. I was told that replacement would take up to 10 weeks (yes another 10 weeks).
Several weeks later, and I still hadn't received any correspondence at all. So I called FV and was told that delivery would be on the 24th April 2023.
I also chased up the fabric care package again, and was told that it would be sent out.
The 24th of April was getting closer, and I still hadn't received any correspondence. So I called FV again, and was told that delivery to the depot would be by the 28th April, and that I would be notified.
After still receiving no correspondence I called again, and was told that delivery would be today (2nd May 2023). And I was told that I would receive a text message on the evening of the 1st May.
No text message was received on the 1st May, so I called FV this morning (2nd May), to find out what was going on. I was told that they hadn't received my sofa from the national depot. I asked why I hadn't been notified, as they would have known the previous week. But they were unable to give me an answer.
I have now waited 24 weeks, and still don't know when delivery will be.
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We went into Trafford park showroom to buy a bed £899.00 10 days past, and we could not accept the bed as our new house had fallen though told then wished to cancel were told would be 25% charge to cancel so cost me over £200 .RIP off is not the word, Please don't use their SHOPS read reviews before you visit
Ordered a leather recliner from Furniture Village, after trying it out in the shop. Had to wait several weeks for it to arrive. The recliner that arrived was hard and uncomfortable, not at all like the one in the shop. Will not be buying from Furniture Village again, and would not recommend.
Had an absolutely horrendous experience with the Wednesbury store. Ordered a sofa in store, waited the 8 weeks for delivery and when it arrived it was the wrong one. I called the store on the day of delivery and was told to email in with my query. I emailed in that night and called the store the next day. I was told the sales person (Samantha Sault) wasn't in and my details were passed on for her to call me back. This never happened so I went back into the store to see her. I explained that the sofa that had been delivers was the wrong one. She said it was the wrong, that she remembered what I ordered and the fact that the sofa that was delivered wasn't even in on display in the showroom. She said to leave it with her to arrange for the correct one to be ordered and delivered and the wrong one taken away. I hadn't herd back in over a week so I called today and was told that because the delivered sofa had been signed for I would have no choice but to either pay a £500 return fee to cancel it or another £500 to get the sofa that I ordered. This is not acceptable at all as I made you aware, within 24 hours that the sofa was wrong and you had dragged you heals so long in attempting to bluff me out of a solution that it has now past the 14 day period when I could return it, penalty free. I believe this was an underhand tactic done deliverability to hide your mistake in ordering the wrong item.
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From the time arrived at the store everything was very good. The politeness of the staff in testing customer temperature and directive around the was perfect. The staff left us to investigate what we wanted. When we were ready the staff member went through everything and advised NOT pushed on optional extras. Second time of purchasing from the store and will continue when needed again.Well done Solihull Branch
Furniture village Romford. David was super helpful, friendly and professional! Thank you!
Pleasant experience Libby was very helpful. I had looked round several stores and found what I was looking for at what I considered a reasonable price. would shop there again
Great customer service and made to feel welcome and safe. Fantastic help and advice from Affy who looked after myself and my mum with coffee and fresh baked biscuits. I couldn’t choose between two sofas but with Affy’s knowledge and experience he explained the differences which helped me to choose. Thank you so much Affy for your help and patience. Looking forward to my delivery.
I am elderly and am having to sit on a bean bag on the floor as furniture village are taking so long to pick up the chair that arrived 2 weeks ago. I cannot order another chair until this is removed.My daughter had to ring them to arrange a pick up for next Tuesday as they had not been in touch. The unwanted chair is taking up space that I could put a comfortable chair in to sit on. I feel like crying as if you ring you are 40in the queue or 13 in the chat to be disconnected when you reach number 1.Order no. 8091DB151 The reply I have just received says Furniture village has arranged a pick up. This was done by my daughter contacting Furniture village as nobody from Furniture village had bothered to arrange the collection.
Great product, very reasonable prices and very friendly and efficient staff.However the subcontractors thy use for furniture fitting, although capable would put me off buying anything else from Furniture Village that needed fitting.For example on installing a fitted wardrobe, I'd have thought they'd have cut enough away to fit it flush against the wall and skirting board. Entering the room with a side view of the wardrobe, seeing the gap above the skirting board until it is again flush with the wall (a small gap admittedly, but it does draw the eyes to it) it does look slightly 'amateurish'
Absolutely disgusting business. If we could leave a 0 rated review we would. Do not believe their sales staff on delivery options given. No customer service skills what so ever, still missing parts of our order from October, chased from January until now. Many promises no delivery on service. Spend your money elsewhere!
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