Furniture Village

We bought the table and 4 chairs from you in September 2019, there was a good offer but of course the whole set did not come cheap. From the beginning I should have left a comment about the finishes of the chairs, where you can see paint dripping on them (the chairs were almost more expensive than the table) but I did not do it because buying a house and facing a move was challenging.
Now after 5 months of daily use of the supplies (two chairs which we never use) we are seeing the quality of the material which is very poor. The table was covered by a tablecloth and a table cover and during the Christmas period the wine fell on the table as it can accidentally happen and the stain did not come away anymore, despite I cleaned it with a product especially for wood now there is a white halo effect on it.
I decided to buy the slightly more expensive table and chairs in order to have a guarantee in terms of durability, at this point if I bought something second-hand it was better. Normally the furniture should last at least 3 or 4 years before presenting these defects... I'm very sorry, but the quality you offer is very poor.

I bought some items in October 2022 from the Furniture Village York and I had to return one of the items as they were damaged during delivery and cancel another because they didn't have the correct measurements.
Now after more than one year they have still not refunded the money and every time I call they say they will look in to it and make refunds but do not seem to follow through. I have not seen such a poor customer service anywhere else. I thought of writing this review as Furniture Village doesn't seem to have any contact details where we could raise such issues or get assistance to resolve these. Hope this review will help customers who are thinking of making purchases from Furniture Village.

I am writing to express my disappointed with the service I have received from your company and the ongoing lack of care and consideration with our complaint.

We Placed an order for a Storage Bed and Extending Dining Table on the 7th of January 2023, we received the Bed on the 12th of April 2023,

We called your after Sales team in November 2023 regarding a fault with the bed, the bed was creaking and making a lot of noise when anyone lay or sat on it, It has also been really been uncomfortable causing myself and my wife issues with our backs, shoulders etc.

Your furniture inspector told us the bed should have had a central support between the head and foot area, which would have supported the base where the mattress sits, as this wasn't in its design it has caused the boards to warp and as a result caused the noise and discomfort we have faced for the last 9 months.

I called your after sales team in January of this year, then March and each time I have been told your team are waiting on an expected date for the parts from the Manufacturer, which I assume is in Europe, will arrive and then a date will be given to install the faulty parts.
We are now at the end of April, and we have had no update.
I worked for John Lewis for many years, and I know that it would not be as easy as adding a central support to a bed, the support would need to be attached and this could compromise the bed.

Can you by return, explain: Are you really waiting for a part and who would attach this, or are you just wasting my time?

I am sure we are not the only people experiencing this issue and it is obviously a fault in the design of the bed.

I would have expected to be offered an alternative, as the bed is "not as described", this refers to Section 23 of the consumers rights act, or by now, a reasonable update on when this matter will be resolved.

Sold an ex display adjustable bed for nearly £2000 delivered that exploded a few weeks later. I explained to customer services that I'm terminally ill, can't lay flat and having to sleep in a chair as sent my hospital bed back as I hated the thought of dying in one and asked if this could be fixed asap. Customer services told me I'd be contacted within 72hrs with a technician date, didn't happen. A week later, they had forgotten to raise the repair. Promised a visit the following Monday, no one showed up. Promised again a visit the following week and the bed would be repaired the same day. They turned up just to inspect it where I was told the bed had 4 broken legs, no links, an exploded motor, casing off another and was shocked Furniture Village had sold/delivered a bed in this condition. Another 10 days wait and another no show. Furniture village then finally agreed to refund the purchase price and delivery cost once the beds collected and again promised a call back with a collection date. 9 days on, more broken promises of call backs and I'm still waiting for a collection date!
I can't afford another bed until I receive my refund, my partner's lost 3 days work waiting for technicians and the stress of weeks and weeks of calls and sleeping in a chair, being told by one employee that he hopes I feel better soon is not acceptable!
Furniture Village you should be ashamed!

I waited 8 weeks for a table to arrive, when you delivered it was the wrong table, your staff are so rude and unprofessional. They do not help the costumer instead they close the phone on us.

Worst company to shop with keep away people

Very terrible experience. I went to the store to cancel an order, was promised it will arrive before christmas but didnt.
The general manager was very rude, he did not tell me his full name, i asked because he was not wearing a name badge and i needed to know who i was talking to. When i asked for their refund policy, i was simply told, there is none. The manager refused to tell me how to escalate the issue further when i insisted i wanted the order cancelled, since i havent received them. I was shocked when he told me he will not accept my request to cancel and he will deliver the furniture to my lawn, again not indicating when that will be. I have an audio recording of him saying he will deliver the furniture to my lawn

Brought a real leather sofa from furniture village two years ago, looked amazing so soft, six months later leather peeling off, I put in a claim in, I thought it would be replaced,I was wrong a bloke came out and sprayed it, not even a good colour match, all sofa cushions have sunk, sofa has no shape, arms are so bare, no padding, you can feel the wood, £1200 pound a sofa and it's a load if rubbish and the most uncomfortable sofa I've had, it's just falling apart, it's got the wear of a ten year old sofa and it's only two years old.

If you have a problem with your furniture they will refuse to rectify. Expensive sofa's that now have insufficient fillings in back cushions to support the leather. Sofa only six months old but you wouldn't think so to look at it. They send out a technician who agrees there is a fault but actually writes a report to say no fault. He was more interested in leaving our property obtaining a signature so he could get paid by Furniture Village. I have written approx 25 emails, they dont answer questions, repeat the same information over and over and you get passed round their office. Disgraceful customer service. Small claims court here I come. Disgraceful company, avoid at all cost.

I bought bed from them they not assembled properly when we start using that bed hed bird and footboard are shaking I was informed them after two months one man came and did that part I wasn't at home when hedbord and footboard shaking the middle long board came loose he went after three weeks the middle board fell down automatically I call them but they said they can't do anything.I have spent up to 1500 pounds for this with in 6 months this happened I can't believe their answer how easy they said like this I paid half of my money from my credit card we spent this much money they not giving assembled things I will never buy anything from them all so I can't recommend this shop

Please read all of the other bad reviews they are true. The quality of the furniture is terrible. If you have a problem customer care will not help you. The shop you purchased it from will not help you.
Save your money and go somewhere else.

I ordered a bed from Leicester in January and it was delivered and assembled on 27/2 it was faulty and in spite of hours(literally hours) on the phone, numerous emails and 3 visits to my local store the missing parts have not been installed. I had also bought a mattress from my local store and have had to cancel delivery of that twice. So nearly £2000 of my money and I still don't have a bed to sleep on. I'd like my money back but what are the chances. Avoid this company.

Stay away from this fraud company. It's all roses when they want your money. However, when there's a problem they send in the cowboys to try to fix it and when they can't fix it they shy away from their 20 year structural guarantee. Then to even make it worse they only refund you part of the value of the furniture. Then they take the absolute Micky out of paying out, even after collecting the furniture. They should be ashamed of themselves. I will never walk in their store and I recommend future customers please save your money and go to a reputable company. This company just want to loot you.

Look at the photos and see if you can spot what my issue with this product is! Apparently FV think this is acceptable. I paid nearly £1000 for this table and extension leaf. Not fit for purpose and thy could not care less! Customer service department is a joke and couldn't give a monkeys. Fobbed off again and again with no offer to replace or refund. Small claims court here I come.

Sofa only just over two, brought from Stevenage store, worn terrible, tried to get help, some common sense, but rude staff, one staff member was coming to look at it, but didn't turn up, on another occasion, lost call, and he didn't call back, told by a manager no help, option to go to Ombudsman, will never use this company again.

I purchased sofas from Furniture Village. They are just over 12 months old and the leather has started peeling. Apparently it's wear and tear. I wouldn't buy from them again

Absolutely disgusting customer service. Unfortunately, dealt with this company. Bought a lovely clock which turned out to be faulty. Went to the store and was offered absolutely no help. Rang customer service team and all was told "nothing can be done". So paid £200 for the faulty clock which will have to repair myself.
This company wasn't bothered about my rights as a consumer and clearly not implemented clear points set out in Consumer Rights Act 2015.

Just wanting to make everyone aware to he extra careful when dealing with this company.

We purchased 3 pieces of furniture from the Missouri leather range in Aintree Liverpool and after a week one of the arm pads has failed and Furniture Village were informed immediately they sent a technician who they claim is independent but believe me they aren't anyway we received a report back today saying that there wasn't anything untoward wrong with the arm and there was nothing they were prepared to do! In other areas if you found a product was faulty after 14 days you could send it back! Full on view of the 2 seater sofa then 2 photos of the cushion pads on the arms 1 left & 1 Right and it is quite obvious that an arm pad should not look like this after little or no use!

Furniture Village are great when things are going well but when they go badly they are a total disaster. I have already started one section 75 to recover my money and think this is going to get worse and worse because they will not keep their word. 3 deliveries, two were fantastic but the last one went wrong and it is such a shame as it would be so much easier for them to put it right than to take their current road - avoid if you can

Disappointing experience. Disappointing level of customer support. I was made to feel that the issue was my fault, I will avoid Furniture village Guildford and find a more reputable company.

Gave this a star because I had to. Had this sofa for about 12 months and it is peeling. They said it's because we sit on it and our skin might have contaminated it. I thought it was to sit on. I wouldn't buy from them again. Poor customer service.

Once they have your money forget it! Nightmare company to deal with. I can't even begin to explain the runaround I've had from the Reading store... zero stars don't exist and even that is too much for this bunch of idiots. Couldn't run a booze-up in a brewery... weeks and weeks later I just cancelled my order after so much waiting in and days where they didn't turn up... just make you wanna scream... avoid at all costs unless you fancy wasting your life chasing these morons

Furniture village gain a lot of their sales through the promotion of lengthy guarantee's. It is nice to have that peace of mind from the get-go. However, having recently purchased a £1,600 Hypnos mattress (18 months ago), furniture village suggested that the 20 year guarantee was void due to some fake tan stains slightly coming through onto the outer layer. Unfortunately, our mattress has a huge concave in the middle of it which massively impacts our sleep. The marks on the mattress do not explain as to why the integrity of the product has diminished within such a short time frame and I am extremely disappointed in the customer service I was provided as a result. Even with using a cover sheet, it would be almost impossible to have a completely spotless mattress which means the guarantee would be valid. A shameful service.

Bought Bed April 2019 for £2,554. In April 2022 it was repaired by Furniture Village. A year later it had fallen apart, and I had to put an old dining table on the divan to get the bed horizontal. Customer Services took many phone calls/emails and offered me a repair or £300, then £780. Furniture Village fought to get away with as little as possible and I had to get the Furniture Ombudsman involved who said I should get £1893 which they had to pay. Furniture Village are quick to make you a coffee and take your money, but their guarantees and customer service are worthless. Avoid avoid avoid!