Furniture Village

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!

Last year I ordered an expensive grade 1 Italian leather covered arm chair. It took months to be delivered. They dumped it in my lounge and I had to unpack it myself. When I did I saw 2 leather coloured gunk filled holes and lots of scratches all over the leather. I called immediately and complained. When someone came around to inspect it they accused me of being too fussy. They said they weren't going to do anything about it as there was nothing wrong with it and it would pass their QA inspection. So I was left with it without any help what-so-ever. I finally called them back a few days later after talking with family and thinking about what I could do. I told them I was going to involve Watchdog. The manager of the store was knocking at my door the following day. He came in to inspect it and basically was very arrogant and confrontational with me. But finally said he would give me a full refund as I was too awkward a customer. I will never buy anything from them again.

All smiles and happy faces before you order but afterwards they don't want to know, after care non existent.

Don't do what they say they're going to do, don't call you back when they say they're going to call you back.

This is all before an item has even been delivered, I dread to think what it'll be like if there's a problem with the actual item.

Social media a waste of time as they'll just tell you to call the branch, good luck getting them to answer the phone. Avoid.

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.

Unreliable, untrustworthy, and unprofessional.

I purchased a £900 partially assembled wardrobe last month over the phone from Joel at the New Malden store. When the delivery team (an external company with no affiliation to Furniture Village—huge red flag) attempted to bring it upstairs, the wardrobe was damaged. They took photos and assured me it would be reported, but this turned out to be false, as they later denied any damage had occurred. Despite their attempts, they claimed the wardrobe wouldn't fit and rejected it due to an "access issue," when the real problem was the damage. This was especially surprising since a 5ft king-size ottoman bed had been delivered just a week earlier with no issues.

The wardrobe was returned to the delivery depot, where the manager also denied the damage and maintained that it didn't fit.

It's now been almost a month, and I've had to struggle daily to get any updates on compensation, a refund, or an exchange. I've called the New Malden store every day, multiple times, only to be told, "We will call you back," but I've never received a call. I had been in contact with the store manager, Addy, who has since mysteriously left the company (which is hardly surprising). I even visited my nearest store for assistance, but they refused to help, saying it would be like "stealing money from another branch"—how ironic.

They have essentially stolen my money. If this issue isn't resolved after this review, I will escalate it to a tribunal and pursue Furniture Village in small claims court.

This is not a family-oriented company. They have no values, no customer care—just another money-grabbing business.

We paid £1850 for a Hypnos mattress which was so uncomfortable when we received it that we have been unable to get a good nights sleep since it arrived. FV said to try it for 2-4 weeks to give it time to settle, well it's been six weeks and there is no improvement. Today they told me that as it's uncomfortable, not damaged, it's not covered by their guarantee so I would have to use it for three months (with very little sleep) to see if it settles. If not they may send someone to look at it!
I very strongly suggest that you avoid Furniture Village because if you have a problem they won't want to know.

Completely unprofessional and disrespectful staff and manager! We bought a £1900! Value mattress but we were unhappy with the quality so we tried to return/ change it with something suitable for us unfortunately with no success! We got in change a very rude and disrespectful conversation with the sales consultant and manager.

I ordered 2 sofas at the end of April, we were quoted 11 weeks delivery, I have now passed 14 weeks and still no sofas.
You can't get through on the phone, all I get is an automated messaging saying the voicemail is full. Luckily I paid on a credit card and I am considering contacting them for a refund.
I definitely would not use Furniture Village again

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!

My order number is 8088DR225. Its been 3 months since the wrong order was delivered to my address, took 3 months to get the product. So its been 6 months and I still don't have the product I require. I called customer service many times and also emailed them. They keep saying someone else will do there job. Every time l call they say someone will get back to me but they never do. This is very frustrating as it seems furniture Village do not care about their customers. Does anyone here know how to return and get money back from them?

Can I start by saying I appreciate we've been and are still going through a pandemic - but... the customer service (if you can call it that) is absolutely non existent in the Croydon branch!
We ordered a sofa 1st May 2021 - due around 11 weeks later (maybe earlier said the lying salesman), as he knew the back pain we were suffering from our old sofa!
Not 1 phone call have I received (not received the sofa either) and its now the 19th October (nearly 25 weeks).
When I have chased them, which takes a good few days of constant calling. It's apparently been floating out at sea since August... damp and moldy by now I'd assume. Still no idea of when it will be delivered to the dock.
Asked to cancel the order and got told we'd lose 25% - surely they are the ones breaking the contract?

Ordered sofas in July, said they would arrive in November, then delayed by another month, upon arrival, sofa chaise frame was damaged, recliner chair not even working and now will take another 5 months just to reorder a new one since they have been damaged. Customer service needs to be improved! They are ringing and also giving out the wrong telephone number when leaving a voicemail. Everyone should be sacked, including escalation team who are clueless and delivery drivers! No Photo since they arrived Damaged and took it back!

Bought sofas from FV and I wished I had read the reviews before purchase. No answer or it is busy when you try to call them! Not sure how they expect customers to speak to them?
Sofas cushions keep sliding out n moving every time soneone sits on them? So sit on the sofas but tidy up after yourself! I read on trust pilot this has happened to the same sofas I purchased to a lady so it is not just me! I have passed it over to resolver who will hopefully do something about it!
Take your sofas back give me my £500 deposit back and the 1st payment hasn't started yet too!
Need I say more! Waste of time!

Just found out Furniture Village voted "bed retailer of the year " what a joke we paid £2000 for a hypnos bed plus headboard the mattress had to be changed it failed a special test, when we went back to choose another one, it was suggested we pay a usage charge! They were no help with making a new choice of new mattress just saying pick one. We chose one asking if it needed turning, we were told no just rotating regularly NO mention was made about turning until we received the new mattress which is extremely heavy we are both in our late sixties. Now less than 1year later the headboard has snapped time for another conversation please avoid them. It's not, unfortunately possible to give less than one star

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.

Any odd one that says they are great they lie or are employers.
They promise you furniture and it DONT TURN UP. Read the other angry people. Dont be stupid.
They wouldnt deal with my request and wouldnt ring me back untill i pretended i was another customer pretending to furnish out a whole building. As soon as i told them who i really was they hung up. My friend now has the same problem with them. I am a film maker and i will be doing them some damage on tv soon