Do not buy a sofa from furniture village. Purchased a corner recliner sofa just over a year ago. (along with the care+ insurance). The motor in the recliner stopped working so called the warranty out to look. He took apart the sofa. Left some parts on the floor and took away some other parts stating they will need to get a new motor and get approval for the structural issue that was noticed upon removing this part. 2 days later I get an email stating my issue isn't covered under the guarantee and they will not be coming to sort the sofa. I then contact Care+ (the insurance) and they are saying it is covered under the guarantee and they will not help either. (see emails from both attached). Now i've been left with a sofa taken apart, bits stolen from the sofa and no repair going to happen.

DO NOT WASTE YOU MONEY.

ORDER: ******* - MR C O'NEILL

This sofa is literally one years old and cost nearly £2000 with insurance.

You can't see to attached images on here, so the below is the two replies from furniture village and Care+ insurance.

Furniture Village -
"Customer Care Team

Connor O'Neill

Dear MR C O'NEILL,

We are writing to you today in relation to your most valued order.
Having received and reviewed the completed report from the independent technician who visited you, the conclusion of this report is that the technician could find no fault or issue caused by a structural or manufacturing defect and therefore the issue you advised us of is not one covered by our complementary twenty - year product guarantee.
We are also able to confirm that the independent report has received a technical review prior to this conclusion being reached.

Please refer to our Owners Handbook, for the terms and conditions of our complementary twenty-year product guarantee. This information is also available on our website for your reference.
Naturally, we don't take it lightly when stating we are not going to progress a product complaint for one of our customers and we will only ever do so if we genuinely believe this to be the correct response.
If you have any further queries, then please do not hesitate to contact us.
Yours Sincerely,
Furniture Village
Customer Care Team "

Care+

Connor O'Neill

##- Please type your reply above this line | Anything below this line will not be picked up by our system -##
Please do not alter any information in this email (content/subject/email address) as this will cause our system to be unable to process the information.

Jul 05,09:19 GMT

Dear Mr Oneill,

We write in relation to your claim.

Unfortunately, as the issue described is a structural fault, we cannot accept liability and this must be dealt with under the manufacturing guarantee.

Yours sincerely,
Emmiera Insurance Solutions

Kind Regards
HFR Customer Relations
Tel: ******* 473 017

Joke of a company

DO NOT USE...

RIDICULOUS TRANSACTION FROM DAY ONE...
PLY YOU WITH COOKIES AND ACT ALL NICE TO SELL YOU A RUBBISH SERVICE.
BROUGHT A SOFA AND BED SPENT A GOOD AMOUNT OF MONEY...

TO START THE BED TURNS UP THE WRONG COLOUR AND DAMAGED... AND NOT ASSEMBLED. AN OTTOMAN BED THAT REQUIRED ASSEMABLY ON DELIVERY LOAT HOURS OF WORK HAVING TO REARRANGED TIME TO GWT THIS SORTED SLEPT ON THE FLOOR FOR 4 NIGHTS WITH NO BED CAUSING A FLAIR UP TO MY SCIATICA. THEN NEXT CAME THE DAMAGED SOFA!
ONCE AGAIN NICE STAFF THAT GIVE OUT THIER PERSONAL NUMBER AND OFFER HELP ANY TIME. SOON CHANGE THIER ATTITUDE WHEN SOMETHING IS WRONG... RUDE AND BLUNT AND NOT HELPFUL AT ALL.

WE WERE TOLD A TIME SLOT FOR WHICH WE HAD ARRANGED WORK AND MOVED EVERYTHING TO FIT AROUND THEN THEY TURN UP EARLY BUY OVER AN HOUR AND HALF AND GET TOLD IF WE ARE NOT THERE THEN THEY WOULD LEAVE AND WOULD HAVE TO MOVE ANOTHER DATE...

EVEN THE DELIVERY DRIVERS TOLD US THAT THE CUSTOMER SERVICE TEAM HAVE NO ODEA EHAT THEY ARE DOING...

THEN ONCE AGAIN MORE RUDE CUSTOMER SERVICE TEAM MEMBERS TELLING US TO LIST EVERYING IN AN EMAIL THEN MOCKING US BY JOKING ABOUT OUR "DETAILED EMAIL"
WAS TOLD NO COMPENSATION WAS GIVEN AND AS A GOOD WILL GESTEURE WE WOULD BE GIVEN £100 NOW TOLD WE CANT HAVE THE £100 OT WOULD BE TAKEN OFF OUR AGREEMENT BUT PREVIOUSLY TOLD THEY CANT TAKE ANYTHING OFF THE AGREEMENT.

RUDE AND UNHELPFUL
CAUSE US SUCH STRESS AND NOW ARE BEING SO UNSUPPORTIVE BECAUSE THEY HAVE NOW COMPLETED THIER END OF THINGS.
WE HAVE LITRALLY BEEN TREAT SO BAD AND UNFAIR AND NOW BECUASE WE HAVE MADE A FUSS BECUAEE WE HAVE SPENT ALOT OF MONEY SO WE WONT JUST BE MUGGED OFF.
This started at the start of April and here we are going into August still having issues with them

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.

Purchased a Starlight express 3 seater recliner with console and 2 separate chairs in top grade leather, after 4 months it was becoming apparent that this suite had problems, leather pooling badly, seat cushions dipping into the corners and one of the recliners looks out of line, headrest cushions on all sofa and chairs not filled correctly, they arranged for castelan to do an inspection and the technician told us there were clearly faults, he put some foam in the seat pads and this had made the sofa more unbearable than it was before.
Complained again, sent out another castelan technician, he lifted one part of the sofa, looked and took a photo and said the repair had not failed.
Furniture village have now said this is the end of the matter and to rectify the leather we should have to smooth it out everyday, WHAT A LOAD OF RUBBISH! WE SHOULD PUNCH THE HEADREST TO PLUMP THEM OUT...REALLY! The seat pads are still dipping and very uncomfortable.
Have quoted the comsumer rights act 2015 stating that this furniture is not fit for purpose or expected to last a reasonable amount of time and that they had had their one chance of a repair and we are not happy, we requested a refund and their answer was "the repair has not failed" furniture village are ignoring consumer rights and are in breach of contract and we will take this further.
We paid over 4000 pounds for this heap of junk and they do not care one bit, our old leather sofa and recliner chair was 10 years old when we sold it and still looked good.
Apparently the bad pooling of the leather is normal according to furniture village, what a load of rubbish. We have owned leather furniture for the last 20 years and non of it has ever looked this bad.
Please do not waste your money in this store, The faults that the technicians find when they inspect your furniture will not appear in the report they give to furniture village, so just be aware of that.
THIS SUITE IS LESS THAN SIX MONTHS OLD
FURNITURE VILLAGE SHOULD NOT BE ALLOWED TO GET AWAY WITH SELLING SUBSTANDARD FURNITURE AND TAKING THOUSANDS OF POUNDS OF CUSTOMERS
WE WILL TAKE THIS TO COURT IF WE HAVE TOO!

FIRSTLY TYPE IN REAL FURNITURE VILLAGE REVIEWS INTO YOUR SEARCH ENGINE! YOU WILL BE MORTIFIED IF YOU HAVE MADE A RECENT PURCHASE!
Liars, inept, terrible, truly awful all round, no empathy, no clue on what customer service is, no clue about anything really.
Bought dining suite from their Earth range, aptly named as it will end up in land fill. Purchased June 2020, note this date. On delivery the table top was bowed like a banana, they changed it, still not perfect but we folded, dining sideboard was so badly manufactured the doors would not align, they had to change it, still not perfect but hey, I am a nice guy and thought it was the best I would get. Cleaning the dining table I noticed the base was bubbling, dusted it over and the paint came off and it was all rusted underneath, made a complaint, MARCH 2022 no response, now, due to Bereavment we left it but just recently we picked it back up to be told it is not covered by the 2 year guarantee, then Daniel says it was covered but the guarantee has lapsed, but we reported it well within the guarantee period. Rang up and Alice Gomez reading her script,told me it was my fault for putting it on an oak floor with a rug underneath it to protect my floor. I have only just stopped laughing.See pictures! Now no one wants to help. PLEASE DO NOT USE THESE THIEVES. Like others on here I won't back down and I was lucky to have the foresight to use a credit card for part payment and I am using Section 75 to get my money back in full. I am in a customer service sales role and I applaud FV as we are to use my experience of FV to show how NOT to treat your customers who pay your wages that pay your mortgages/rent child care etc, what a useless bunch of short sighted fools. If I had been robbed in broad daylight I would probably feel better about myself, rather than being duped by a bunch of bandits. Don't really know how you sleep at night. Some of these real reviews are so sad and so costly to honest folk, please ask yourself, can all these people be wrong, can we all be damaging our furniture on purpose, can we all be just bloody unlucky?
Study the 5 star ratings, all these folk write reviews same day or there abouts, just after buying that luxury furniture made as cheaply as possible for maximum profit, Oh, and remember the fresh coffee, the lovely biscuits and don't forget that lovely salesman, the taste will fade and yes he will be gone by the time you come to complain, and you will complain, these poor souls have not had their goods delivered. I will have my day and I will win my fight. The absolute audacity of how they treat people, hiding behind their useless guarantees.
Rant over, got to go now, need to utilise Martin Lewis and Mastercard helplines!

Steer Clear of Furniture Village and look a little deeper into the positive reviews...
Beware of positive reviews as you are sent the link to review your experience as soon as you leave the shop, which is after having been seduced by a number of hot cookies, coffee and a sales assistant with the gift of the gab!

Hence, you'll notice most reviews start with: "x staff member of x store was brilliant...". This is all before you've received any goods or realised how much money you have been talked into spending at Furniture Village!

I very clearly explained to the Croydon branch sales assistant (Shante) that I was looking for a £2k mattress which must be soft to the extent that I sink into it, otherwise I'd end up with chronic back ache.

Shante led me to a Vi-Spring Countess mattress which I said immediately was way out of my price league at £4500 just for the mattress. I was advised to lay on it anyway as this would give her an idea of exactly what type of mattress Iwas looking for. Next thing, the £4500 mattress is being laid on the floor by Shante and her colleague so that I could gauge just how soft this particular mattress would feel on a hard surface, e.g., my current wooden slated mattress; then in quick succession appeared six hot cookies and coffees.

I was then told that if I really wanted a soft mattress, I should think about a soft divan base to go with my mattress.

Needless to say, I ended up signing up to the countess Divan set at just shy of £8,000 and sadly, some 10 weeks after having taken delivery of the divan set, I've been left in agony with a seized-up base of spine and very sore hips from what is in actual fact a rock-solid bed.

I did go for the soft base option, which felt soft in the shop, and indeed the mattress appears soft when you sit on the side; but the pillow top surface is absolutely rock solid; so, as soon as you lay out flat and your body weight is evenly distributed, the mattress simply doesn't budge. Shante won't care about my back issues though as she'll already have spent her commission on the £8k sale and will have moved onto her next victims - this being despite me telling her at the outset that I only wanted a £2k very soft mattress that I could sink into, otherwise I'd end up with severe back ache!

As for the £3500 base, the headboard is loose (as fitted by the delivery guys) and when you try to tighten the screws attaching it to the base, they simply spin as though the threads are stripped.

I've contacted the store and was passed onto Customer Service, who simple asked if I'd received the divan set I'd ordered; when I said, yes it says soft on the mattress but it's actually rock hard, the Customer Service agent simply said, "you've got the divan set you ordered so there is nothing I can do - I'll refer you back to the Croydon store manager". Naturally, no joy from the Croydon manager!

You've been warned...!

Total farce Abysmal aftercare 4 MONTHS OLD COZEE LEATHER SOFA
Please be carefull buying from Furniture Village, any where... and dont get conned into buying. The Gurardsman, 5 year guarentee because its totally worthless. Even their 2 year manafactures warranty 2 year warranty is worthless too... in may 2021... we orderd a Cozee. 3 seater leather sofa. Cost £1100 we were conned into buying guardsman 5 YEAR extra guarentee. Because its totally useless.
We waited till the end of october 2021 to get this sofa, yes may till october.
Looked great. Felt very comfortable it was springs inside...
The cushing inners.
Looked good felt nice and comfy. Then about 6 weeks after. We noticed the cushion had sags in the leather,
A crease started to form. Leather with a ugly crease and sagging cushions. Did not look good. Tried to call them but impossible. Nobody around. Tried email too.
They wont reply either. Tried to make a claim on the 5 year warranty but they wont do anything its still under the 2 year manufactures warranty...
So we tried to sit on one cushion to see if the cushion plumped back. But not enough to take the sagging out. Then we started to feel the springs in the cushions come thruOUGH this is what FV says brings together elements of classic design and contemporary style in its beautiful British-made sofas. Every single one is handcrafted by skilled craftsmen so you can enjoy your comfort in real quality. This is what they say, but its untrue we tried to phone these people. 4th march but cant get through. Emailed them but no reply,,
So went back to the store. Told them the fault.
They we quite good and emailed. Their claim dept. 10th march 2022
A few days after i got a email. Asking me to send photos. Which i did. Got a reply finally. Sombody will get back to us shortly. We did get a call from an asessor. Saying they cannot even look at the sofa for months. Then make a decision.and get back to furniture village. For them, to get back to me. But by then the leather will need replacing. So a total waste of time...
I gave my old sofa to the charity shop. Thinking id bought a decent sofa from a reputable company.
So people be very aware. Cozee leather sofas have paper thin cushion inners. Not like in the show room the sofa. Like you sat on. I even asked for the one in the show room. But thats a special item. For the show room,
My COZEE LEATHER sofa is only 4 months old. With a 5 year worthless guarentee
And starting to look like a dossers sofa now
And ive not heard a word from furniture village or even an email after i sent the photos.
They claim they cant do anything because of the pandemic. Can you imagine what there sales people have to put up with all these faults none of their problem.
Got told some body would get back to me with in 2-3 days that was 22 march i dont beleive they have any customer care at all,
BUT sean-katie-kevin-julie a hopless... you said all this last month. And i still have not hear anything.
Your words are worth NOTHING... NOTHING NOTHING. Blah blah blah
Customers please dont buy anything frome these people. Because i have to contact rip off britain.
My order number has not changed its still. *******
Sean. Said i will get a call 3-5 days. This was over a month ago. And still no reply at all. So please ignore all his replys. BLAH BLAH BLAH...
Update for sean, once again... BLAH BLAH BLAH.
Best excuse so far is they cant talk to me because of data pretection. SO stIll no reply.
I have not heard anything from them since we went into the store since we sent photOs of the fault, and its got worse now.the 5 year warranty may as well be use as loo roll. For what its worth.
Its now nearly 3 months i reported this fault and sent photos. And heard ZILCH from them is this an admission of guilt. Looks like it
Update. TODAY.
I sent you loads of messages. But you. Just ignore customers. Your reply means nothing and it never has. Just do the right thing. And give me a new sofa with proper cushions. Or give me a full refund.
Including the guardsman insurance £100 i paid. For this worthless piece of toilet roll.
Remember this sofa is only 4 MONTHS OLD

On 31/12/21 I purchased, using the early bird discount - 2x Four Romilly Seater Sofa's and 1 x Lounge Co Offer Grade C Footstool.

When looking through my photographs I noticed that the footstool was priced and clearly visible to all customers on their label and plastic boarded price list at £309, whilst salesmen John and later Gary had explained to me the price of this was for a grade A fabric, as I had picked a grade C fabric the price would be slightly higher, approx £20 to which I agreed. However, when reading my receipt I noted I was charged £399 and returned to the store to query this. Photograph attached.

On 06/01/2022 Unfortunately, I did not experience the same professionalism or wonderful experience when returning to Furniture Village in Guildford to query my order.

Gary, the floor salesman listened to my query, agreeing that I had in fact I had paid too much for the footstool in the grade C material, he noted that their system prices for the footstool was incorrect and that the label at which the grade A footstool was advertised for £309 did not match the system price list which I was charged for, the increments of grade A, B and C fabrics were incorrect on the system, not matching what I was informed or being charged.

I kindly asked for a price match of what the footstool is advertised as and to be reimbursed the difference in monies, approx £50, Gary asked the store manager to intervene.

I waited approx 25 mins past the time I was informed to return to the store to speak to the store manager Andy Bowden. Andy met with me, he did not apologise for keeping me waiting 25 minutes, he instantly said I can return your order. I explained to Andy the situation saying all my furniture had come from furniture Village and I still wanted my new sofa's and footstool, I just wanted to pay for the footstool at the price it was labelled in store, which included the early bird price offer which was not reflected on their system.

Andy very rudely told me that the 'law states which they follow to the letter, that whatever is on their system is the price the customer pays, not on the label' and proceeded to pull off the label on the footstool. I explained that this was a false advertisement and not the case, he proceeded to tell me, he was the boss and had the final decision rested with him.

He never listened to me, he never showed professionalism and his conduct was appalling, in fact, he walked away from me still talking. I said, what about goodwill and reputation, he repeated the same sentence over and over again, the decision rested with him and that nobody was above him.

I left the store very upset.

I had raised the companies website, unfortunately the matter was dealt with by Andy who informed me the matter had been reviewed and had been closed. My questions were not addressed, nor was an apology given for his conduct. In person he had informed me that any complaint would be dealt with by him and that he would close it down without recourse.

Back in February 2021 my wife & I took the plunge and decided to treat ourselves to a new suit. We chose one called a Roco which is a leather recliner that rocks. We went to the Gillingham showroom to see it and try it out. Lovely. They gave us a lead time of 5 months (Which is 7 months.) Quite a long time but hey. Had it delivered on Saturday 16/10/2021. The guys turned up and started to unwrap the first sofa... It wasn`t what we ordered! However they did actually have the correct sofa set on board their wagon so proceeded to unload and get it into the house and assembly the 2 seater. All was well. Now for the other 2 seater + Center consul. Three hours later they realised that there were nuts missing from the assembly kit and that the joining struts did not align with the fixings. They went on their way with the assurance that someone from Furniture village would contact me on the Monday to arrange a visit from their snagging / repair man. Monday came and went as did Tuesday. On the Wednesday I decided that i`d better try and contact them to see what is happening. This is where things really start to get... " Irritating "! Customer help line option 3... Answer phone. Please leave a message. Message left. Tried again a few hours later. Answer phone. Thursday. Tried again. "You are number 20 in the queue please hold " Eventually got to speak to a " human" who passed me over to the Gillingham store. " Human at the Gillingham store directed me to their website to fill out an online form which I did and was told to expect a response within three working days. Three working days came & went and yet again I find myself on hold listening to the most God awful" MUSAK". "You arwe number 40 in the queue " Grrrrrrrrrrrrrrrrrrrrrrrrrrrrr. 45 minutes later I get through to the most unhelpful deaf or stupid idiot that I have ever had the misfortune to deal with. Who then cannot understand the customer order number that I have given him nor my post code or even my name when I have even given it to him using the phonetic alphabet. Parting shot was that he has until the end of today (26/10/2021) to contact me or better still his manager
( In the hope that He / She might actually be slightly higher up the evolutionary tree) to try and get a date for the chap to come out to us to properly assemble our £3700 sofa. Looking at the other reviews for Furniture Village I am not alone sadly. Had I taken the time to look them up first I would never have even considered F/V. I will post again should this issue be resolved to my satisfaction. Meanwhile I would strongly suggest that if you are in the market for a new sofa suit then look elsewhere. I do wonder if the CEO of Furniture village is actually aware of just how bad his company`s customer services actually is? As for the star rating here I only give 1 star as there is nothing lower. Seriously unimpressed with the service.

When I purchased a leather 3 piece recliner suite from the "Furniture Village" Brighton store I was told that if I took out the additional 3 year insurance with Guardsman, I would have complete peace of mind.

I was told that everything, including the reclining mechanisms and the electric motors, yes everything, everything including staining and damage such as rips and tears to the covers caused by pets, would be covered for a full five year period.

Three years later I noticed a mechanical problem with the reclining mechanism. I phoned Guardsman and they said that they would send out a claim form, adding that l needn't worry as it would be covered under their warranty.

All good so far. I then told the nice lady that there was also a problem with the seat cushion (the bit you sit on) and arm rest (the bit you rest your arm on) on the same unit. I explained that I could feel the framework through the leather and that the padding appeared to have collapsed.

She told me that this was not covered by the Guardsman warranty but that if I phoned Furniture Village they would be able to help me as their 10 year warranty covered this sort of thing.

So I phoned the Furniture Village store in Brighton and selected Option Two (to talk about an item already delivered). It went to answerphone as no one was apparently available to take my call.

I was however invited to leave a message with an assurance that someone would call me back. (Yeah right!). I immediately redialled and selected Option One (to talk about a new order).

Imagine my surprise when within two rings the call was answered by John (strange that no one was available for Option Two but was available for a possible commission call - how cynical of me).

I explained the situation and John told me that the warranty does not cover seat or arm cushions only structural defects i. E. the framework. He added that I should have plumped the cushions.

So the framework and the motors and the electrics and even the leather covering the furniture are all covered, but not the padding.

Given that the padding is an integral part of the furniture and therefore part of the structure of the furniture I was somewhat bemused.

I could understand that there would be no cover for acts of God, nor fire, flood or famine. No cover in the event of a nuclear holocaust or plane crashing into my house. No cover during civil unrest, or a military coup or if the government was being usurped. No cover for using it for a purpose that it wasn't intended to be used for... but no cover for sitting on it?

At this point I did wonder how John had managed to transfer the blame onto me in such a short space of time. I asked him how I could plump the cushions that you sit on when they are fixed to the frame.

He told me that when I was buying the furniture I would have been shown. He wasn't there when I bought it but I was and I know I wasn't shown. Further, despite a search on the internet, I have not yet been able to find any instructions on how to carry out this task.

I informed John that when I purchased the suite I had been assured that I would have complete piece of mind as everything would be covered.

He told me that yes, the warranty covered stains and rips or tears caused by pets, studs in jeans etc but, no it didn't cover damage caused to a chair or settee because you sat on it.

So, my advice is as follows:-

1. Don't believe the salesman when he/she tells you that their furniture is only constructed from the finest materials.

2. Don't believe the salesman when he/she tells you that the extended guarantees cover everything so you can have that extra peace of mind.

3. Don't expect the furniture you buy to be fit for purpose... i. e. Don't expect to lie on a bed or sit on a chair without having something go wrong with it which isn't their fault.

4. Do expect to be fobbed off with explanations that is your fault because you haven't looked after it properly when they haven't even bothered to examine the defect.

5. Do expect whoever you speak to say they can't comment on any point you are trying to make as they did not personally sell you the item in question.

The person I spoke to had no idea who I was, where I lived, what the invoice or order number was but said that he couldn't comment on the problem as he hadn't sold the item to me. How did he know?

Learn from the mistakes of others. Do your homework and avoid companies who mislead you about their guarantees and have non existent after sales customer support.

Thanks John I wont be going back.

Update 1.

Following this review I was asked to contact the customer care team and received this response...

Good afternoon

Thank you for taking the time to contact us as we requested, I am sorry to hear of your concerns. I have taken a look into this and can see what you have reported has been done via the phone call, I have forwarded over your concerns to the general manager of the store for this to be looked into further for you.

I have requested that you are contacted with regards to your review.

Update 2.

I received the following response from the branch manager...

Dear xxxxx

I have been sent a copy of your Trustpilot review and whilst John was correct in stating that the interiors are only covered for the first year and that the other components are only covered for 2 years unless you extend the recliner cover with Guardsman as you have done, he could have offered you a different option.

Any repairs outside of our guarantee would obviously be chargeable to yourself but if you wanted to look into doing this you could contact xxxxxxx who is a local upholsterer that could inspect the furniture to see if there is anything that he can do to resolve your concerns. His number is xxxxx xxxxxx.

Kind Regards

General Manager

Update 3.

My reply to the General Manager...

Dear xxxxx.

As I stated in my review I expect goods purchased to be of merchantable quality and do not consider it to be unreasonable to expect that a chair can be sat on without it falling apart.

Given that another review identified the use of inferior materials (cheap foam - as identified by a freelance upholsterer) in the construction of your furniture, it would appear that mine is not an isolated case.

Good customer relations relies upon trust and goodwill. Given your inflexible attitude there is clearly no after sales goodwill and any trust that may have once existed has since been broken.

In your email you gave me the name of an upholsterer whom you recommend and state that I can pay for his services myself.

I find your attitude quite astonishing. Are there any other services that I can pay for which you would recommend?

Perhaps I should give you open access to my bank account and grant you free rein over any future buying decisions that you might wish to make on my behalf.

It would appear that not only are the products sold of inferior quality but the level of customer service from the Furniture Village brand struggles to meet the low standards which appear to be acceptable at Head Office.

As I said in my original post, in future I will go elsewhere. As for my review, I will let your "potential" future customers make their own decisions...

One final point to ponder...

Why do Furniture Village call it a Customer Care Team?