Furniture Village

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

A few months after buying a dining room table from Furniture Village marks started to become visible on the surface. It was obvious that it had not been finished properly by the manufacturer. FV sent a Homeserve "technician" to inspect it. Ignoring everything I told him he concluded that the marks were not a manufacturing defect and put this in a two line report to FV. They used this blame me for the fading and thereby to exempt the table from their 20 year guarantee. Homeserve is used by other companies (at least the reputable ones) to correct such faults which are quite common in imported furniture but FV obviously use them differently. Once they have your money they are not remotely interested in providing any sort of customer service. Don't be fooled by good reviews on Trustpilot - most of those are rewarding them for doing all the things without which they would not secure a sale. FV know that repeat business in their line of business is unlikely to be an issue - how often does anyone buy furniture - so aftercare to them is just a waste of time and money. Spend money there at your peril!

Shocking after sales
My experience in the shop was first class but unfortunately it went down hill from there. I ordered the sofa in September 2018. When my suite was ready for delivery my builders had not finished, so I paid Furniture Village £300 to safely store my suite. When they did try to deliver it, it was damaged, the travel leg had been snapped off and all the back was scuffed and dirty. So I waited another 6 weeks and they tried to deliver the same damaged sofa. They did say it was a new one but it had exactly the same damage as the first one. Even the delivery driver was shocked and thought I had purchased an old shop floor one. Eventually, 12 weeks later I took delivery of my suite and sponged the dirt off and I'm now happy with it. The final delivery was June 2019. But bearing in mind I had nothing to sit on for over 12 weeks and the fact that I paid £300 for safe storage I did not receive an apology or any refund on the storage fees as they said even though it was damaged whilst they stored it, they did store it and I had to pay! It certainly took the shine off my purchase and I will never use them again.

Disgusting service rubbish furniture do not use I am left with a broken recliner they do not want to touch and the sofa was ripped when brought in

The service up to buying a product from Furniture Village Romford is decent. It's what happens after they have taken your money that warrants the one star rating.

Was advised that our sofa would arrive within 10 weeks (to expect 8 weeks). Was also advised that I would be kept inform of any delays and that we'd get a call two weeks beforehand to organise the delivery date. Did that happen? Of course not!

Over 10 weeks past and no contact whatsoever. I contacted Furniture Village who said they cant help and that I would have to get in contact with the store. After sending complaints, I got a response stating that the sofa was not in the country and would be due to dock in several weeks.

If there was going to be delays, a courtesy call/message would have been appreciated but Furniture Village wont bother. They'll miss their own timeframes time and time again and you wont be informed unless you chase.

The sofa then arrived torn, uneven with one side several inches higher than the other and the feet misaligned. Furniture Village regards this as within their acceptable limits! Terrible product and the worst customer experience you can imagine.

Order no: *******

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!

TERRIBLE SERVICE, RUDE STAFF AND NO CUSTOMER AFTERCARE:

Spend close to £15K in Furniture Village Watford, had loads of items arrive faulty and replaced, including power sofas and lighting, etc. It's been 11 months since I put the order in, there were problems with the sofa twice and the lighting they sell, I asked for help to deal with the issues, not only the problems are not solved, the staff was utter arrogance and rude ignorant. He seemed to be very un-helpful and defensive. I still left with the problem, and cost me more to fix the issues. PLEASE BE WARNED they are friendly and pushy when you buy from them, the good reviews from the customers were those without problems, however, should you have any issues, ZERO' support will be get from them and leave the mess you will deal with it. A VERY DISAPPOINTED CUSTOMER AND WE WILL NOT GOING BACK TO THIS STORE OR ANY OTHER STORES DUE TO THIS EXPERIENCE

If I could give 0 stars I would. I placed an order back in December for a high value item and so to ensure I made the correct decision I went in store to seek the advice from a sales advisor. I showed the sales advisor how I wanted the item to look in my home and they drew a diagram of how this would look, I therefore placed the order based upon their recommendation. At no point did the sales advisor advise that the item would look differently in my home when delivered.
When the item was delivered it was quite clear that it did not match how I had shown the sales advisor and so I tried to make a complaint and have the item simply swapped. Upon contacting the store I received a rude, unhelpful and argumentative response from the store manager. I was offered a swap of the item at a further cost to me of over £100 which I considered unacceptable given the amount I had already spent in store.
In light of the above, I raised the issue further with the CEO and once again was met with a rude and unhelpful response. I note other reviews with similar experiences when dealing with customer care. After this experience I would never use this company again and would urge others to reconsider purchasing from here also.

The salesman gave varying delivery dates but our settee and chair did eventually turn up a few weeks late. It was quickly assembled on site and started to some apart after a few weeks. This is bad for a £2k item. Now waiting for their outsourced company Castalan to come and fix it - NEVER USE THIS COMPANY

Never have I ever experienced a company which the most appalling customer service. Right from the outset, we were misled by the salesman that we could customise our order by ordering chairs with a separate colour seat pad and without a back handle. Despite him claiming to have called the suppliers and reassuring us in the store that these were both possible - they were not. Now I feel he would have told us anything to get a sell - his name was Shahid Habdul in the New Malden Store.
Our goods (dining table and chairs and side cabinet) were then both delivered faulty, with large chips to the marble surfaces, cabinet doors which would not shut properly and only 4 chairs came (despite ordering 6) WITH the wrong colour seat pads. Following complaint to Sarah Ahchay the store administrator in the head office and her boss Rami, they assured us our correct items without faults would then be delivered. Since then, it has taken 4 additional attempts to deliver the correct items to us (each time the completely wrong set or wrong number of chairs were delivered) AND we yet we are still awaiting delivery of 1 chair. I have no idea how this is even possible. Your head office appears to have no control or communication with your warehouse and the salesmen appear to have no knowledge of what goes on both in the warehouse and head office. We have had excuse after excuse and my only wish was that we never bought anything from Furniture Village in the first place.

Don't trust the 20 year structural guarantee, it is utterly useless. 2 years ago we bought a dining table worth a grant, we thought we stroke an amazing deal as we only payed £600.2 Years after the table has cracked form the middle. Something you would not expect from a £1000 table, but anyway we thought we we save with the 20 year guarantee. An independent company was sent to make a survey an while making the survey they cracked the table even more just to prove it was manufacturer issue. Here is where the trouble begins, it has taken them over 5 months to reach back to us and serval followup calls(with the 1 hour waiting time). For our surprise they said we are not entitle for a replacement as that only happens on the 1st year. The also said that our dining table has devaluated as when you buy a car(that is an actual quote from them) and we have been left out with three options:
1)In order to get the table fully fixed we have to pay £300 as they say our table is worth 399, and they are selling it for £700
2)Get a £399 voucher for other products with them(not a change)
3) They give us £100 and we keep a ugly broken dining table.
We are still in shocked as is nearly impossible to reach them and callsback never happen within the expected time frame.
Please avoid buying from them as you worn get any after sales support.

Warning! This company(Furniture Village Staines) is selling poor Quality, QC Unapproved Approved, Safety Critical issue and Health Risk SOFAs and the store management are cheaters. I can't believe, How he can sell an faulty ex-Display Sofas to a patient. First instant, It shouldn't be displayed on the retail floor

My Wife is Rheumatoid Arthritis and Crohn's patients. She wanted to a recliner and A relaxing Sofa. I went to see Sofas Furniture Village Staines and Brought one Ex-Displayed five seaters. The price was advertised as £995. I checked the external martials fibric and looks fine with me. I've asked the salesmen in details on any faulty the magnesium or issue or even ripped. He told me this is an ex-displayed one, its close to brand new. Since I was in a rush, I told my wife to ask them if the management is happy with Sum of £900. The Store Manager in Staines, with out any hesitation he agreed. She paid full amount. We were so happy about the sofa and collected the after a week.

When we started to place the sofa in our drawing room we found number of holes on underneath each sofa set. The fibric underneath the Sofa has been ripped by a person. Mainly on the relaxing Sofa, when I had a look through the hole I found the springs are hanging on the balance, there is not support. Lucky me, I only the person sat on the sofa and found Safety critical issue. Imagine, what happen if my daughter sat on the sofa? She should have injured herself.

I have attached lots of photo

Warranty dodging retailer...
Furniture village old trafford. Rubbish cozee leather sofa. 4 months old, but they just ignore customers who complain. They claim they can NOT do anything EVEN THOUGH ITS GOT A 2 YEAR MANUFACTURES WARRANTY.
20 YEAR COMPLEMENTRY WARRANTY
5 YEAR A GUARDSMAN WARRANTY
ITS COVERD FOR NOTHING. ALL THIS AND COVERD FOR NOTHING. A 4 MONTH OLD SOFA. Can you imagine what there sales people have to put up with all these faults none of their problem...

Xavier sofa 3 month old seats all sunk apparently is our fault it's a sofa you sit on it plus on your description on your website it says the seats are spring and they are not they're just cheap foam these are really expensive sofas for us I would not recommend furniture Village for customer service or their furniture I thought I was buying from A reputable company obviously not at the end of the day you expect a sofa to at least a year without it sinking in the the depths of Hell we both work and we spend probably 6 hours a night sitting if that and for it to have sunk to a point where you can't even sit on it properly in 3 months I would say is definitely a manufacturing fault and the people you send round aren't independent investigators they work for you the guy told me we have a 20-year old sofa in our conservatory that was in our living room and guess what that hasn't sunk in 20-years time furniture Village started taking responsibility that way you'll get a better service and people will come back to you and buy stuff if some manager could get in touch that would be fantastic.

Below is an extract from your description sprung seats they are not as discussed with your technician
Surrender to the comfort of the deep foam-filled, fibre-topped back, arm and seat cushions, and the sprung seats. Choose the perfect shade to suit your décor, with additional colours and leather grades available when you ask in store or call *******879.

If I could leave less stars i would - abysmal service and customer services.

Ordered wardrobes, chest of drawers and sofa - the wardrobes and drawers took nearly 3 months to arrive (still says 19 days on website)
Arrived with a awful delivery service and every panel damaged - terrible for over £1000 of furniture (it actually made me cry as i felt like i was dupped y a scam)
Blaming it was a 3rd party company - but if you sell it, your responsible for it and their service,, as you took my money.

Customer services have been atrocious and promising refunds - we were originally told 3-5 days - then another call they said they had not got the item back... and then another a few days later stated its now 14 days. As well as a good 40 mins wait time to contact anyone - Not one person will contact you back from head office or store.

I have zero trust in any of this service - and sadly we still have a sofa on order with them i'm dreading.

Order number 0393b2067

I have luckily checked with my credit card company my rights and unless i do get a refund within the now 14 days they have stated i will simply do a charge back with my credit company and you can sort with them

AVOID NO MATTER WHAT!

I Bought a Sofa from Furniture village, paid over 2k. Absolutely terrible quality, sinks in so badly when sat on. Really disappointed. Will try to stuff it with some hard filling.

Had my sofa stayed the same as when I purchased it I would have been happy. But, after only 6 months of light use we noticed the seats were starting to sag and were loosing the support. By 12 months old it was really uncomfortable. I contacted furniture village and after chasing a few times I was told someone would come out and assess the sofa. Homeserve arrived to look at the sofa but as there was no damage they said there was no problem and I was informed that the sofa is designed to be like this. It was described as "hammock" like so you fall into the middle. Not sure who buys a sofa to become like this after just 6 months?! Had we been informed of this we definitely would not have purchased it. For a sofa that retails at over £1600 for a 2 seater this is not what we expected. Homeserve did say they could add some supports in but couldn't get hold of furniture village for authorisation. Furniture village eventually contacted me to say no fault was found so they wouldn't be doing anything else. I gave up in the end and my husband has rebuilt the inside of the sofa. I will not be buying from furniture village again.

My Mum purchased a dining table from furniture village in Jan 16. Finally delivered in May, but faulty. After many telephone calls,, visiting the store a staff member promised to view the table, my Mum waited in for 2 days, but no show, only to be told by his colleague that he didn't even have a car. Finally table manufacturer viewed it & deemed it faulty. Fast forward to today, delivery day!. Drivers turned up but told my 77yr old Mum to disassemble the table herself, she couldn't. A few hours passed & low & behold the new table arrived, wrong colour & damaged. Over the months my Mum has made innumerable phone calls & the store manager (Gillingham Branch) has never returned her calls, so she wasn't surprised today to be told he was conveniently on holiday. Final straw, I contacted their head office & requested a full refund, but this won't be given until the table is returned. They have had my Mums money since January £1000 isn't a small sum. Also my Dad has advanced vascular dementia & has to eat at a table, but catch 22 situation is she needs the refund to buy a new table, but Furniture Village couldn't give a stuff. I'd advise everybody to give them a very wide berth!

In January this year we bought a sofa bed from Furniture Village in Tamworth, Staffs. It arrived in March, and after a week we felt that the cushions werent properly filled as the material crumpled. The salesman in the store didnt want to know he said thats the way it is, even though the sofa bed in the store didnt look crumpled in the same way. He told us to complain to Furniture Village Customer Services which eventually resulted in an independent technician coming out in April, who told us we had nothing to complain about he was totally biased, and ignorant! We asked a local upholsterer to have a look he saw the problem and said we needed another 2 of foam in each seat cushion a mere £110. Before doing anything, on 4th May I sent a recorded delivery letter to Peter Harrison, the CEO of Furniture Village, who is quoted in The Business Magazine as saying that he wants the business to go on and on and on, and to do the things that they believe in serve customers right and give customers a good deal. Its now June 1st no reply, weve been totally ignored - not even an acknowledgement. This is really unacceptable from a company which professes to want to serve customers properly.

Beware Furniture Village are very good at smiling and giving you a cup of coffee, taking your money and then running! If you have a problem, they dont want to know. My experience as taught me one thing never go to Furniture Village again.