Poonam G.

Do yourselves a favour and avoid this company. I've just come back from the Purley Way (Croydon) store where I can honestly say I experienced the worst customer service in my 50+ years.

We went in this afternoon as I'm looking for a dining table and chairs. Came across a particular one I liked with an option of 4 chair colours but there were no clear signs about how much the table was with 6 chairs. Asked the sales associate who went away to check and came back to advise its £1,595 for the table and 6 chairs. As it was the first store we'd gone in to, we wanted to take a look around at what else was available but before we left I confirmed the price (along with some other details like delivery time etc) and I even went as far as explaining that we are undecided on the chair colour between two; sea green and another reddish colour. The price for the table and 6 chairs was again confirmed as £1,595.

After about two hours of looking around in other stores (there are many options in the Purley area) we came back as we liked the unusual colour options of the chairs we'd seen at Furniture Village. The sales associate Amin recognised us and was very friendly and welcomed us back. After much deliberation (and even a family poll!), we decided to purchase the sea green coloured chairs with the table. As we sat down to finalise the purchase, Amin's face dropped when he realised he'd made a mistake on the price; the £1,595 he'd quoted was for the grey chairs only! He said the price for the colour we'd chosen would be closer to £2k!

Understandably, we were not happy as even the £1,595 was slightly above our budget. I asked to speak to a manager, not to reduce the price as I knew they wouldn't, but to show him the poorly priced and set up of the display. There were no prices for the chairs let alone any distinction in prices between colours. Amin called the manager who was on the downstairs floor and explained the situation. The manager (who I now know is called Jason Body) REFUSED to come up and speak to us! Amin put the phone down and advised that he's not going to come up. We were aghast! He just point blank refused to talk to us! I have never come across a manager with such poor customer service skills, he's certainly not worthy of the title manager.

Amin was apologetic but there was nothing else he could do. I took photos of the display on my way out showing the set up and labels to put in a complaint but I don't think there's any point if they can't even be bothered to listen to customers in store. As I was heading out I noticed 4+ staff milling around downstairs and only one other customer in store. The place was practically empty and I can't say I'm surprised.

I'm still in shock about what happened this afternoon; 2.5 hours completely wasted. All that deliberation, looking at options available across stores and the disgusting non-service by the "manager" Jason. Hope no-one else goes through what we have today. Do yourselves a favour and avoid this store. Would give zero stars if I could.