The service we received in the showroom was really good. The salesman knew his stuff and found us just what we wanted at an excellent price
The warehouse staff were equally pleasant and helpful
Would recommend Furniture Village in the future
Hi I ordered a Corfu dining table and 4 chairs from the Friern Barnet Furniture village store on the 25th of October and was told my anticipated delivery would be within 5 weeks. After waiting patiently have now been told delivery won't be till the middle of January next year!!! Not only have furniture village ruined all of my Xmas dinner plans I will also have been left without a dining room table for nearly 3 months!! Utterly unacceptable service, especially after paying the amount in full!! Would like to know what furniture village are doing about this?? And if any other people have experienced such a poor customer experience especially when told delivery would be before Christmas.
I ordered a sofa which arrived broken in August; I was assured it would be fixed within a week! A called, emailed contacted head office about 30 times and im not even exaggerating. I was promised it would be fixed everytime. eventually in the end of November I had them collect the sofa and refund my money - Surely it would have been easier to just fix the sofa or even sent me a new one in that amount of time!
No one ever apologised and I felt like it was a complete joke!
DO NOT ORDER FROM Furniture Village (Honestly Don't) - So much stress and time wasted for nothing (Just got our new sofa from DFS delivered in 2 weeks and the service is much better just check out their review!)
Supreme product the two delivery chaps were courteous polite and very helpful.
Nothing was too much trouble.
I would certainly recommend furniture village in
When I buy again yours is my number one
Barry, was brilliant. We wanted a new mattress but not sure what type to go for. We were shown a very wide range. Barry did not push for a sale but listened to our comments and we eventually found the right one for us. We ended up paying for a much more expensive mattress but we have had such good night sleeps, that it has been worth every penny.
Recently ordered a three seater settee and recliner chair. Delivery was within the time-scale quoted when ordering and the items are excellent quality. The bonus was how helpful and careful were the delivery men. Would certainly buy from them again.
unbelievable!!! fab, friendly, helpful staff. would help though if when you place orders for the same item but different colours, 3 nearly 4 weeks apart came in the order in which they were ordered. this was rectified very swiftly and wardrobes were swapped to their right rooms in the house. a near disaster averted. thankyou furniture village. i would shop with you again. kind regards mrs collins
I was very pleased with the service and help I received in the Southampton store - they were friendly and always willing to give advice or suggestions and offer cups of coffee. I found the item cheaper elsewhere and so they price matched with that - no problem. It arrived when they said it would although there was little choice about day as it was coming from quite a distance and this was the day for Hampshire.Having said that - I think that it came direct form the company that makes the item rather than furniture village warehouse. I was a little disappointed with the service form the delivery guys as they didn't want to set up the sideboard and left me to fit all the handles etc... they said they were running late and it was easy and then left. Again - not furniture village direct employees. The item is good quality and I am very pleased with it now its in.
I loved buying my chair at furniture village and I love the chair. I specifically asked not to receive junk mail or unrequested emails, these two requests have been ignored.. I hope they will now unsubscribe me, because they have not given me that facility to do so myself.
2 recliners were delivered over 2weeks ago, steel plate missing that joins them. It came in over a week ago.After 3 calls to shop I still have not been called about a date to fit.
If u buy things there , make sure u check everything there , after sakes services is bad , I had second time experience !! Bought sideboard 12days ago still no one call u to arrange delivery even I rang week ago to check , they said will delivery on 2/12/13?? What is the services ???
our time in furniture village was great they didn't hassle us we were free to ask anything without pressure to buy. the staff were very imformative and the delivery men were fast clean and nothing too much for them.i would highly recommend furniture village to anyone
We were happy to order from FV as we have bought from them before. Always a pleasure to go to the showroom. Staff are informative and helpful without pressurising us. We are delighted with our new suite, so comfortable and reasonable price.
Delivery is excellent.
Will be the first and probably the last place we will go to in the future.
Back in early April 2013, my wife and I ordered a couple of easy chairs
that suited us well. Delivery was quoted for approx. 6 to 8 weeks but that wasn't a problem for us.
However, because these chairs were sourced - I believe from Australia? - and obviously there were supply chain problems of one sort or another, there was a far longer delay than either us or Furniture Village had anticipated. But Furniture Village staff always gave us an up-date whenever we telephoned and when by September the chairs had still not materialised, we were offered alternative chairs and also asked whether we wanted to cancel. When we declined both options because we wanted the chairs we had chosen, we were given a 10% discount to compensate for the delay. The chairs eventually arrived in November - just as the winter weather really took hold, and therefore more 'nights in'. They arrived as ordered, in perfect condition, and fully built. The delivery itself was well signalled and confirmed on the morning itself. Well done Furniture Village - we all 'stayed the course' together!
i ordered a reclining chair and stool in early June and finally got my furniture in November after numerous chase up phone calls, although i was warned there would would be an eleven week wait it went way past that and i was annoyed as i did all the calling to the store. When my furniture arrived the delivery men said they could put it together but reckoned it was so simple that i could easily put it together myself, well it wasn't and it took me ages which i wasn't happy about considering the time i'd waited.
So all in all i feel a bit let down and i doubt if i use furniture village again.
We are at the start of a, hopefully, mutually rewarding relationship: guarantees, customer services etc, repeat business. The jury's out, we're not getting engaged just yet!
The wrong colour of sofa was delivered to us and when I called the shop in Southampton to make sure that the a new sofa of the correct colour had been ordered the person that answered the phone said that a new one had been ordered of the same colour name as the one that was delivered so when I tried to explain this so that the shop assistant made sure we were getting the correct sofa he was not very useful as he said "well, I hope who ever has order it again checked that is was the correct colour" and did not seem interest at all to make sure that the order was correct. The second sofa is due to arrive after Christmas
From choosing the bed in the shop, going through the ordering process and then to the delivery, service was excellent. I received a phonecall to tell me the order was being processed and delivery was most satisfactory, with the two gents being cheerful (despite my home being quite difficult to locate and several phonecalls from the van being needed) They quickly and carefully unwrapped and installed the bed in the correct position, making sure I was happy.
This is the second time I have purchased furniture from Furniture Village and I strongly recommend it to anyone who is on the furniture hunt.
Although I had to wait quite a while for my sofabed (kept phoning FV to check delivery status) and sitting on the floor was starting to get annoying, it was worth it in the end. The delivery guys were great - phoned half an hour before eta, took care carrying the furniture up to the flat and put mats down so not to damage the carpet etc. Overall I have to say my first time buy from FV has been good.
I purchased a suite from furniture village August 2012 within 1 year the manual recliner had failed. and one of the support bars broke. I called the repair people and had to wait for an engineer. I had informed them of the broken bar but they still turned up without the part. The engineer effected a temporary repair with a new mechanism to be ordered. I received a letter dated 30 September stating 2-4 weeks. after 6 weeks I contacted them again to be told they were all ready chasing the part. Getting out of the chair last Friday evening the front wooden framework collapsed and the chair will not now close or open fully. I contacted them again today Tuesday to inform them and was told the part was in but some other department would need to make an appointment and that the new mechanism will miraculously repair the wooden frame. Watch this space for more news. Their response time is now very short as is my patience
We have had the worst experience with this company.
ordered sofa and when it arrived it had a rip on the back. removal men said he filled report and took pictures and fv shou ld be in touch the same day or day after latest. after two weeks I had to call them as nobody contacted us. the it all began. they lost our report and pictures and ask if I could send them ours! after that we had to schedule technicans to come and assess the damage. they couldn't do it over weekend and we refused to take day off just to let them in. somehow Debbie managed to schedule visit for Saturday and then we received phone call from fv from their store in thurrock saying we should cancel the visit and just send the pictures to them. so we did. what happens? we called fv and they said they didn't have idea about the phone call. we lost our appointment and had to reschedule for a week day (had to take day off). after a month a lot of emails back and forth we managed to get technicans coming in to replace the back side of the sofa on the 16.11.13. a minute ago I was told that technicans are not scheduled to work weekend's so we need to reschedule. .. do yourself a favour and avoid furniture village.
Stephanie König found this review useful
My experience with this company has been absolutely shocking.
I ordered a bed and a mattress with the latter available for 14 day delivery. I moved into my own place which obviously was unfurnished and FV failed to deliver the mattress after 14 days as they called me on the day of scheduled delivery (which was also moving day) just to tell me they are not going to make it. They seemed perfectly fine with it and it seemed this happens all the time to them. So, I was left without anything to sleep on on my first night at the new place.
The bed was delivered on 21 September but the delivery men could not assemble it because there were parts missing. They took a photo and took and incident report. FV told me (after chasing up of course) they had to order the missing parts from the manufacturer. It took them three weeks to send anything and they really sent the wrong parts. That was three weeks ago and nothing has happened since. I chased them up last week and was told the warehouse will contact me to arrange assembly but I am still waiting. Six weeks after delivery. I have received a disgusting standard of service from this company it is sickening. Is FV even aware that they are in breach of contract? I will take further action on this and advise everyone to avoid this company at all cost.
Update 6 November: Today I received a center rail leg, just like last time. I have three of them now. The item was posted on 4 November, so three weeks after I informed FV that the wrong missing part was delivered. It says on the incident report that 'screws for centre rail' are missing. I do not understand why 1) this information got lost twice, 2) FV's supplier does not realise they posted the same item to me before and 3) FV even has to contact their supplier for something like screws. I am absolutely clueless how to proceed further. I have been waiting for someome from the warehouse to contact me for an inspection and have still heard nothing. The Online Manager has also not been in contact. I am close to asking this company to pick up the parts of the bed plus mattress and refund me but I guess they won't turn up for that either. I regret the day I decided to buy from this company and wonder whether I will actually be sleeping in a bed before Christmas.
Update 30 November: last weekend the FV delivery team turned up asking why the bed had not been assembled on delivery. They weren't told that parts were missing and left after 5 minutes. Apparently they have now reordered the whole assembly kit and promised someone will be in contact within 10 days. Do I believe that? No.
After viewing in a showroom I purchased two tables online. Although a lengthy delivery as expected, appreciated being informed every step of the way. Customer service when called gave me a precise update. What gave the biggest impression was the drivers...gave me an eta then called to apologise that they would be 10 mins late (infact they weren't late) professional and friendly, took their shoes off, moved the boxes into the room I wanted
About 3 months ago i was getting ready to move into my first flat and went to Furniture Village on my parents recommendation. I fell in love with the Boardwalk L Shaped sofa bed in the dark grey colour they had in store and after a few trips I placed my order specifying I wanted it the same as the one in store but just with a different cushion style. I also ordered a bed and mattress, paid my deposit and they assured me that as I didn't know my completion date yet I could call up when I was ready and give them the notice they needed to get everything made on time for my move in date.
2 days after my move in date they deliver my sofa (the bed and mattress can't be delivered as they are out of stock even though they're showing as fast delivery on the website) The delivery drivers bring the sofa in and it's THE WRONG COLOUR. They leave me the bit I can sleep on as I have no bed and take the rest away.
I speak to the manager at the store who is very dismissive, trying to get me off the phone it feels like. I've been calling pretty much twice a week since then, people don't call me back. I just want to know my delivery date. Have been offered a measley £100 off.
Finally spoke to a really helpful guy at customer services but he can only tell me roughly when the order is due in.
I'm still bedless and don't have the proper sofa, I have Early Onset Parkinsons and shouldn't be sleeping on a sofa bed every night. Still not 100% sure when either is coming.
Shocking customer service, feels like they just want to make the sale and then don't care.
Went to FV in Poole and purchased a Devlin sofa, chair and footstool. Afterwards read the reviews on here and must admit to being a tad worried.
Can honestly say that we can't fault the service we have received so far. The salesman in store was really nice and knowledgeable; even offering our children drinks and cookies whilst we looked around.
We were told that there was a 6 week timeframe for building and delivery of the furniture. The furniture actually arrived within 5 weeks. Impressed with the quality too and being made in the UK is even better!
The delivery staff were really nice, polite and helpful, said they'd be here between 12 and 2 pm, arriving at 12.10. There is a fault with the footstool and it needs to be replaced; these things happen, things get damaged in transit and as we've been left the damaged one to use whilst we wait for replacement, can't really complain. The chap took photos which he said would be emailed off to enable replacement (haven't heard anything about a replacement yet must admit) but will give them the benefit of the doubt at the moment.
Would happily use FV again - and have actually rang the Poole Branch to purchase an extra scatter cushion.
Bought the paloma sofa bank holiday Monday in August. After recently buying a new flat in Chelmsford I needed two beds and a sofa. My parents who live in London have always bought sofas from FV, I remember going there as a child. Bank Holiday Monday first thing in the morning went with the folks to FV to sort out the sofa, I found one I liked and asked for the gentleman how long to delivery, he said 3 weeks if I took it in white. This was perfect as I needed it in 4weeks and wanted it in white, so I told him I was going to buy my beds and I would come back to pay. As I thought I had found a sofa to be delivered in my time frame I didn't look else where. Going back to FV in the evening I was told by a different sales assistance the information I had been given was incorrect and delivery was 9weeks. I wasn't keen on waiting so was ready to leave without purchasing it. The sales assistance said to me he would provide me with a temporary sofa if that was the issue. They would deliver this whilst I waited for my actual one. He cleared this with the manager and I went ahead with the order. I made it extremely clear that my billing address was in London (parents house) and my delivery address was in Chelmsford. I was reassured this was not a problem. I only needed to tell them my moving in date for the flat. A couple of weeks later I gave them a call to say I was moving in. I was told they couldn't deliver the temporary sofa as it was too far, but they would deliver it to the London address (what use would this be!). I was assured I would be contacted and surprise surprise I wasn't. I called the store manager to complain. He made a load of false promises. I was told the day after I would be called with a delivery date for this temp sofa and I would have it that week. Its 8weeks from when I placed my order and he has not called back. Every time I called after that, I was told he was too busy. I gave up contacting the store. I am fed up with all these false promises. The sofa is due for delivery around the 28th and I have not got high hopes. Lucky I've got used to fitting on the hard wood floor, as from the reviews below I don't expect the last hurdle of this process to go smoothly. To top it off when I placed my order the salesman asked why I didn't buy my beds from FV. Thank god I didn't I'd still be sleeping on the floor. Appalling customer service. Ive gone as far as telling friends not to buy from FV, and in the last month 3 people I know have bought properties. From a fantastic company I used to tell everyone about I can't believe this is what its turned into!
I found the bed I wanted online, on sale, however I decided to go to my local branch to order as I was hoping to see one on display (which it wasn't unfortunately). I waited around for quite a while for a sales assistant to take my order, I felt like they ignored me as being a girl in my early 20s, they probably didn't expect me to buy anything or spend much.
When I finally got assistance to order, I had to explain the item's specification to the assistant (for example, she asked what colour I wanted, it only comes in one colour).
She quoted me a 3-5 week delivery time, despite their website stating within 4 weeks, but I agreed as I explained I had the 5th week off work already so that would be ideal. I was assured I would be contacted to discuss the delivery, which I paid £39 for due to my order being in their higher value bracket.
At the end of week 6, I emailed FV to ask where my order was as it was late and I'd had no contact from them at all. The manager rang me back promptly within the hour, and apologised saying he would contact the warehouse and find out, then call me the next day. He didn't. I left it 3 days then called to be told he was not working. The assistant told me she could get my delivery to me 4 days later on Thursday (the end of week 7). I explained that this was not convenient, as I had discussed with the manager before. I was told to sort it myself with the delivery company when they called me, a call I am expecting this week.
I am now expected to take unpaid time off work to accept their 3-week late delivery, and I will also have to unassemble and move my old bed myself (as I said, I am a girl in my 20s and I'm not great at DIY or lifting).
To top it all off, I had a call from my parents which is my previous address (which they took for credit check purposes) to say FV have left 2 incomplete voicemails on their phone - I don't live there, I only have a mobile and I don't know how they got the number or why they feel the need to ring it!!
Wish I had read these awful reviews on here before stepping into FV instead of just being sucked in by a great bed offer. Fingers crossed it gets delivered at some point, with all the parts, undamaged and assembled correctly. May be too much to ask.
I bought dinng table along with 6 chairs cost more than 2k. We didnt measure it before buying. After arriving table didnt fit in the kitchen due to size. I went to the store to discuss regarding to change or replace table with different table which we choose according to kitchen. But manager said they gona charge 30 to 50% cancellation fees which s totally ridiculous. From furniture village I bought £4500 furniture. So please always read return policy and cancellation policy. totally disappointed.
Today I received the call from furniture village sales representative, He was saying that their manager s saying that now he can charge cancellation fee £750 instead of £1250 if goods are not used. I told him that goods r still wrapped & not used yet, but I am not willing to pay cancellation charges £750. If its £100 or £150 I am happy to pay. But not more than that...
I told him that I need to buy bed room furniture as well as. But if u do like this I will get it from any other furniture store.
Having just received my letter from customer services saying after inspection from technician we have natural settlement on our sofa and is not covered and will not proceed further.One end of sofa is sagging very badly and its like sitting in a hole and after only 16 months its not what you expect, QUALITY GUARANTEE DONT THINK SO..Rest of chairs fine,on speaking to c/s was told to rotate use of chairs so they dont wear or damage Thought you bought them to sit on.Have asked to speak to someone higher today in c/s i am waiting as SOFA IS NOT FIT FOR PURPOSE 2/11/13
I am absolutely DISGUSTED with the level of service that we have received from furniture village. It has been over 6 months since we have placed our order and we are still to receive our complete suite. The first delivery took over 4 months since we placed our order when were told it would take 7-9weeks from paying our deposit. Here are a few more examples of the horrendous service we have received:
• We constantly had to chase staff for an update of our order, rather than them informing us of any issues with our purchase.
• Customer service service agents hanging up the phone during a call.
• When our suite did finally turn up 2 months late it wasn’t to the specification we agreed.
• When they did finally respond formally to our complaint it didn't answer our questions and was sent to the wrong address.
• We are still waiting for the remaining parts of our suite and it has been over 6 months since we paid our initial deposit.
I would not purchase a single thing from furniture village or trust a word given by their representatives. How they can expect to run their business and treat their customers in this manner is beyond me.
i will not use this company again I purchased a dining suite on 29th June with an anticipated delivery 5 weeks, therefore expecting to receive this first week in August. i range the company only to be told that there was a delay and that delivery wasn't expected until 2 September. I told them that this was unacceptable and that I have visitors coming for the bank holiday weekend and was I to expect them to eat off the floor. I received a phone call to say that delivery was anticipated on 21 August and that I would have my dining suite in time for the bank holiday weekend. Guess what bank holiday came and went and still no dining suite. I have phoned them this morning to be told that they have the table but not the chairs but the chairs have just arrived and been delivered to the Warrington depot and I should have them by next week. Some how I don't really believe them, feel really frustrated with this company, more than willing to take my money and make false promises but don't deliver. What really got me angry was when I voiced my concerns regarding broken delivery dates I was told that they would definitely be here next week and then tells me to enjoy my day!!! I should have gone with my first instinct which was to go no where near this large retailers - never again will i shop with Furniture Village - thanks for ruining my bank holiday weekend
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