We bought electric recliner sofa and they deliver after four day we did like and was very happy but same afternoon one recliner broke and stuck in open position . We telephone them same day 15/05/13, next day got message technician will come on 23/05/13 very angry why we have to wait so long . They said you got 5 years guaranty big lie they give you only 2 years for electric motor mechanism . No only this when they deliver then they told us we can't lift and move these sofa to move you need specialist to call this was big shock because we need to hover some time if we don't it will be unhygienic or what if need to change carpet or need redecorate . I would advice all buyer stay away or they will upset you because they were very funny friendly kind before but when we told them we got problem they were completely different basically they do not wanted to listen. Now we want to returned these sofa don't want electric these are so poorly made or poor quality and specially when they break they get stuck in open position if this happen after two years we have to pay to call technician this is rubbish.
I brought a dinning table with 4 chairs in 6th of March 2013 in Furniture Village Friern Barnet. Order No.161666904. Total price is £610. Anticipated delivery time are 3 weeks. After 2 weeks later (nearly end of March) , they sent 4 chairs to my house and told me the dinning table might delay about few weeks. In the middle of April, My sister called them and ask when we will receive this dinning table. They said because the shipment problem, the new delivery date will between 7 - 12 May 2013. Until Today, I haven't receive any phone call or e-mail. I still waiting for my dinning table.
My sister called them today, they said "they told me the delivery date is end of May when I purchase it" which is not true. They said they made several phone call to me and I should know about the delivery date. They are liar. If I know the delivery date will be 12 weeks later, I will not buy this dinning set for sure. I believe everyone will make the same decision.
My sister also asked them today about cancel the order. The sales man said the 30% re-stocking fee will be charge. And if we would like to speak to their store manager or direct, please come Saturday.
I really feel upset. I shouldn't pay the whole price in the first time. Their customer service just like a joke. After they took your money, they will leave you along.
The only thing I can do is post my experience here to let other people know. I am a Chinese , I will also write my experience in Chinese and send it to all UK Chinese newspaper. I hope everyone becarful with this company and avoid it.
My personal suggestion:
If you are think about to buy anything from this company:
1. Please Avoid!. Even Ikea's customer service is much better than this company.
2.If you really wants to buy from them , do not pay them in advance!!!!!!!!
If you are already purchased something and waiting for delivery:
1. Please use your mobile phone record function to record any conversation between you and this company. Otherwise they will say it's all customer's problem. ( They will said they told you before....)
2. If they phone you to re-arrange the delivery time, please ask furniture village send you a formal e-mail or letter to prove it. It will become your powerful evidence.
Any update, I will post it to let everyone know.
Furniture Village respond to a complaint without grasping the true nature of the grievance.
OUR GRIEVANCE IS FALSE ADVERTISING not WEAR AND TEAR ISSUES
Furniture Village sold their SCALA sofas as durable leather, these items of furniture ARE NOT LEATHER as they state in their sales ads or via their salesman in store.
They were advertised falsely and miss sold.
The words from the Furniture Village ad
"Contemporary, comfortable and timeless. For people who like to keep things simple but exceptionally stylish, the Scala collection is the solution. Created in practical durable leather, it oozes design thanks to detailed stitching, solidly sculptured lines and deep cushions that you can't resist sinking into."
If we had known these items were not GENUINE LEATHER we would not have purchased them.
The items are not as described or advertised and despite the time laspe we'll pursue the false adversing claim of these goods in the small claims court and let a judge rule on the evidence that has been gathered and reported regarding this item.
We bought an electric Memory Motion 6' x 6' 6" bed back in 2009 with a five year warranty. We did have problems with the bed when we fist bought. It was making all sorts of creaking noises and after the third visit by an engineer, who oiled it and made some adjustments the noise wouldn't go. To be fair to FV they said they would replace one side of the bed. (Two 3' beds joined).
After a few months the same problem occurred and all we could hear was creaking sounds from underneath near the motor. After a while, we just got used to the noise as it was only when the bed was tilted.
January 2013, the bed collapsed. My head went down hard and I soon found out the the motor housing unit had split apart and it stopped working. The mess was incredible. I phoned the customer services and that's where my story begins. I am still waiting for the motor to be delivered. No one has kept me up to date until I made series of phone calls. I would have thought someone would have come out and at least assessed the damage and checked the electrics. It is now three months since the first report of the fault. Please please repair my bed. Still no sign or phone call of an engineer. I have to keep phoning customer service. Order 272726841/176185
Now four months after initial report of bed motor collapsing and splitting from the main housing unit. Engineer came out to fit the new motor and then saw that the metal housing unit which holds the motor into place was too bent. I did report that the metal housing unit was bent at the beginning but still no one came to inspect. Now waiting on the housing unit to be delivered. 4 months waiting and still no prospect of repair. Will not shop at FV again. Very very poor after sales service.
In December 2009 we purchased 2 leather recliners from this company, also purchasing an extended 5 year warranty, for several months we have been experiencing back pain when using them which is obviously here the stuffing/padding is breaking down. As we had the warranty we contacted them, only to be told, NOT COVERED, read the small print.
I would advise people not to go anywhere near them, as there products are no good.
In September last year we purchased two expensive leather recliner chairs (I even gave them a 5* review on here). Last week I noticed that one of the chairs was worn on the seat seam. I rang up Furniture Village who organised a technician's visit.
When the technician came out he said that leather does wear near a seam as it it the part that is raised on the seat.
We have just received his report and he has said that are not prepared to help, other than recoloring the bald bits!
I have just rung Furniture Village in the hope that this information was a joke but despite taking out insurance, we are not covered by their 5 year structural guarantee.
Well over a thousand pounds spent on two chairs, one of which is worn after evening use only. I would advise all future customers to avoid this shop and go to a more reputable one.
I will be seeking legal advice on Monday as I cannot believe the seat leather is only expected to last 6 months. This chair is not fit for purpose and they should not be selling them.
AVOID, AVOID, AVOID
We were impressed initially on how professional they seemed, then as soon as you walk out the door here it starts to go massively down hill. There is a huge list of failures on furniture village’s part that I began listing them here but got so fed up and angry I stopped. Essentially they failed to deliver, on a personal promise and guaranteed delivery date before Christmas, they failed to deliver the whole products, missing fixtures and fittings like something you would expect from a flat pack not something you buy bespoke! They failed to then respond to our telephone queries, they failed again and again on this one actually. There were several occasions where we telephoned the store/customer service/warehouse (I’ve lost track of who else we spoke to) to ask when we would receive the rest of our furniture, of which we paid several thousands pounds in cash for. From the many people we spoke to we listened to many stories, ranging from its not my job - the person you need to speak to doesn’t work on a Tuesday’s – the person you need to speak to is off sick/back tomorrow etc. We then received several promises that these mystery people would call back the very next day, after waiting a couple of days no one called, then we were back to square one and called to chase. Abysmal customer service is not the only problem we had, we still don’t have the full fittings on our wardrobe doors - 16weeks in! I have more however there’s no point going on, plus it looks like most of the comments here have already said it!! All I would say is there are plenty of other retailers out there and I would go and spend your hard earned cash there instead. Furniture Village I think you should absolutely take these comments on board as you are clearly failing your clients, you are now ranked as one of the wost companies to buy from...I am not surprised, you should be embarrassed.
I'm writing this review on behalf of my parents, who last January visited the Shrewsbury store looking for furniture for their bedroom. Whilst there, they found what they thought to be the perfect bedroom set to last their lifetime & longer. They ordered it.. 2x bedside cabinets, tall set of Chester draws, a double draw set of draws & a large chest, all in solid oak with brass handles. Furniture village requested full payment & gave my parents a 6 week delivery time. 6 weeks passed, then after 8 weeks, the furniture 'started' to arrive a piece at a time, first draws then weeks later the chest & other set of draws & finally the bedside cabinets were delivered. It had taken my dad hrs of phone calls just to get it home. Over 3 months it took. But that's not the best part, as the handles on the bedside units had totally different handles to the rest of the furniture. Again, my dad had to spend hrs on the phone to get this sorted. 6 weeks they said... More like 6 months from start to finish.. Or so they thought.. Everything seemed to be going great & after a bad start they were pleased with the bedroom set.. Months later, the draws started to jam & not go back in fully, as if they're to big.. My dad removed a draw & on closer inspection has found their completely solid oak furniture not to be completely oak. The wood used for the runners is a different type of wood & once pointed out you can tell its a cheaper wood stained oak.. My dad referenced to a conversation he had with a salesperson who told him the furniture is made in Vietnam. We think that if it was made there, with the warmer dryer atmosphere the wood they used was fine. But bring it to England, where the atmosphere is damper, then naturally it's going to swell without being treated & sealed properly... So now my parents have got a bedroom set that have the draws sticking out inches. My dad is reluctant to complain to get try & get this sorted, with the fear of getting nowhere, but I'm adamant he should as you don't pay I over £1000 to get what they have.. An infunctional set of bedroom furniture.
Bought from them red Italian leather sofas but received red 100%bicast sh***t costed me £1100 that was sale price.Now they don't want to give me my money back.
Barbara Chodon found this review useful
I've now ordered twice through Furniture Village, buying a leather sofa a couple of years ago and more recently a single mattress for my son. I've been very happy with the quality of the furniture and delivery service and would happily use them again.
On the 13th of January 2013 I bought a Newark dinning set plus 2 chairs. The delivery estimate was 3 weeks. They charged for the delivey as well.
On the 22nd of January I received a phone call from the delivery company asking if I could receive the furniture on Monday the 28th and they gave a 6 hours time frame. Initially I said yes, but then I realized I couldn't so I called them again to arrange another day.
I was badly surprised when the woman said that in that case she will pass my delivery to planning again and they will contact me again.
A few days later I called Furniture Village, and spoke with the salesman. I told him what happpened. He said if I expected they were going to come to my area only to deliver my furniture. I couldn't belive that!!!
They are a delivery company, that is what they are supposed to do: DELIVER.
Today is Thursday 31st of January and I haven't heard from them again.
The 3 weeks is something is not going to happen.
I haven't received my furniture and I'm already disappointed.
By the way, the payment is taken already IN FULL.
I bought 2 sofas from them. After 3.5 years the "leather" covering - which turned out to be a wafer-thin veneer over fabric - started to peel off. We wasted a few months trying to get some satisfaction out of the less-than-comprehensive insurance we were sold at time of purchase, and when that finally came to nothing we contacted customer services.
Customer services admitted in an email that faulty manufacturing was to blame. They claimed that normally they would replace but that the sofas were now discontinued. This was untrue - they changed the name. They claim that the "new" model has different covering. This may be true but it is nowhere near the totally different taht they claim (the "new" sofas appear identical) . Anyway they refused to replace their faulty goods with sofas that didn't have the fault.
They then said that because the fault came to light after 4 years (due to the claim being delayed by their insurers) they would only offer £416 in compensation (on sofas of over £1500) and pressured us into accepting this by imposing a deadline for our decision whether to accept.
We now have two horribly tatty sofas and not enough money to replace them or get them recovered.
Their reaction is "we do care about both our products and customers and do our best to resolve issues that occur in an equitable way."
Well, no they don't. They use delaying tactics, high-pressure techniques and hide behind the absolute minimum they can get away with.
Obviously we are dissatisfied and will never buy from them again.
Bought a 3 seater suite in June 12. Tried several suites before deciding on a particular one. I wanted one that was firm, and not too soft. However, after a few months it became so soft you actually sank into it. It was like having a chair with the middle cut out. The wires underneath became unattached, therefore making the springs too springy with no support. I complained to the store. They sent out an 'expert'. He said there was nothing wrong and that the wires were to stop the springs from dispersing to the side. I asked for another opinion and got. ot the same response. However, still not happy the store sent out an independent company called FIRA on behalf of the store and ombudsman. He adjusted the wires and tied them at the ends. This did not help. It still felt like you were sitting on a toilet with the lid up. I asked what they would do and they said 'Nothing'. They have washed their hands of it. So I am lumbered with a £2000 toilet. Just because these 'Experts' can't see any faults doesn't mean there aren't any. Between all this, I went to the store and checked out the suite we bought and found it to be firm, as I was expecting ours to have been. Also upon checking underneath, all the wires were nice and neatly put together. At the end of the day the suite just does not feel right and I am not happy.
I brought a high gloss table and chairs which had a 5 yr warranty. One chair was replaced when the gloss came of. Recently another chair the gloss has come off. We went to the store with the chair and told to ring a number which we did. They then wanted pictures and said the store should have taken them As we couldnt do this anothe journey to the store. We were then contacted by a female by phone who offered us £50 as they no longer make the chairs. When I refused this it was a case of we will give you a credit note and you can buy 8 new chairs. Why would I want to buy another set of chairs from a store that cons their customers and sells poor quality furniture. I wrote a letter and this week it is just what the woman said. Why then offer a 5 yr guanantee that they are not willing to commit to. It for me is a PPI type con and a fraud by a company that clearly do not intend to do what they say on the package in the first place. Would I ever go back to this store and the answer is a big NO. Im due to but new furniture and this is one place I will definately AVOID
Anna Walcott found this review useful
Bought 2 recliner sofas in December 2012 from the Exeter store. The footrest part has a trim which is rock hard and digs in the back of your legs. The sofa in the shop is much softer. Complained 3 times before they agreed to send someone to look at it. The guy agreed it was 'not right' but now I have received a letter to say there is nothing wrong with it. They have my money and now they don't care.
I've bought a leather sofa bed from the Exeter Store in November.
During the sale, they've added an "extra" insurance for £60 without asking me. I've managed to miss that one just in time.
On the day of delivery I've called the store to ask about their return policy as the sofa was too big for our livingroom. "Lucky" me I spoke with the Store Manager - Chris, who in a harsh tone and quite blunt, told me that they don't have a return policy, but if I want to return it, he will keep 50% of the price and I will have to buy something else from his store!!!!!! Not even once he bothered to ask why I wanted to return the sofa.
I've called their customer service line but they only deal with the online store and told me that if I want to make a complaint, I will have to send them an email.
After 2 weeks and 3 emails later, someone from the store contacted me telling that they've tried to get in touch on my landline, even though the only number left in the complaint was my mobile. On the landline, they spoke with my 6 years old and left a message and with my mother in law who doesn't speak English, and again left a message for me. This other person from the store confirmed that they have a return policy, but they are unable to send it by email as they don't have external email. And this is happening in 2012 with a store like Furniture Village. The guy promised to send me the return policy in the post. I am still waiting for it after a week.
On my request, my 4th email was sent directly to the Regional Operations Controller - Ben North, who informed me that a charge needs to be applied if I want to return the sofa, but no explanation why or how much would that be. I have to mention that the sofa bed that I've ordered was a standard model and standard colour.
The most annoying part is that if I've ordered it online, I would have had 7 days to return it without any explanations. Simply because I bought it from the store, everything changed.
I think this is the only company that I know of, who has different rules and procedures online and in store. It definitely feels like 2 separate companies.
I will never return to any Furniture Village store.
Never ever buy a leather suite from F. V. the customer service is terrible and they refuse to answer letters . We purchased a leather 3 seater electric recliner sofa 3 years ago which said the 5 year guarantee covered everything, but when you read the terms and conditions in the small print it excludes more or less every aspect of the sofa. It started to peel on the headrests after 2 years and got worse the more I tried to clean the area where your head rests when you recline. So I rand to complain and they sent a man to look at it and he said I can tell you now they will say its wear and tear, I said how can it wear out after 2 years . I then received a letter saying it was my fault because I had removed the coating whilst cleaning. So I rang Trading standards and they said in there opinion it had not lasted a reasonable time and was not fit for purpose and should write back by recorded delivery saying that we demanded a refund or a repair. I can tell you we got neither , they sent another upholsterer who said that whatever I had cleaned it with it would have happened even with F. V.s own Guardsman cleaner as its caused by perspiration and that they were not meant to last and suggested we repair it ourselves at our own cost and they buy a cover to protect it and take it off when we have visitors could not believe my ears," have you ever tried to cover a leather sofa ? they keep falling off " I sent a further letter to say I was disgusted that they are selling leather that's not fit for purpose and that the leather was inferior as it is made in China. of course I received no reply. As we are pensioners and can't afford as suggested by Trading Standards to take the matter to court. We are now left with a leather recliner sofa costing over a thousand pounds that looks terrible. So be warned don't buy from FURNITURE VILLAGE. Linda Twohig.
I am never buying anything from Furniture Village again for as long as I live. My sofa is only 3 years old and the surface is peeling off in patches. I call to complain they tell me the sofa was discontinued so they are unable to offer a repair under the warranty. Apparently the best they can offer is a partial refund of £274. I am furious that they can get away with this. The warranty is not worth the paper it is written on and Furniture Village should be ashamed. £274 is not going to buy me a new sofa. There is no excuse for not keeping spare parts available for sofas in warranty. Unbelievably poor service and if you ask me totally immoral.
I ordered a bed and a mattress for £3000. I received a call a week later to ask me to confirm the type of mattress, so I did.
When the bed arrived It was the wrong mattress and the wrong colour bed as well. I called them to complain, only to be told that they can't change the colour as it was mis-sold in the first place - the bed does not come in that colour. I was asked to use the bed in the meantime until they rectify the situation.
In order to avoid losing the deal they then asked me to choose another bedstead. When I reluctantly did that, it turned out that this new one is £900 more expensive. I was asked to pay £450 extra on top of my original order despite no fault on my behalf so that FV does not make a loss. I declined and asked for the bed to be collected back and refund the money. However, I asked for some flexibility regarding the timing of collection so I can make arrangement for a temporary bed. I was shown no flexibility whatsoever and their attitude changed to one of rudeness in no time.
Kirsty Goepel found this review useful
It was only the delivery driver that gave good customer service.
We purchased our order on the 16th Aug 2012 with an anticipated delivery date of 3 weeks. 8 weeks later and we have still not received our order. Now i can understand that it might be slightly late..even 8 weeks, but what really, really annoys me is the less than efficient customer service we have received from your company. Your sales consultant, Lawrence Argent (Milton Keynes branch) happily said to us that if there was going to be any delay then he would let us know. This didn't happen at any point, so after 5-6 weeks my wife had to ring to find what was going on. We were then told that they were expecting it on the 28th Sept. Guess what? We still heard nothing and yet again we 'the customer' had to do the chasing around so another phone call to the store who told us that they would get back to us and yet again we have heard nothing. I work in the customer service industry and there is nothing i find more frustrating than poor customer service. It is not merely the fact that the order hasn't been delivered but we have not been kept updated by your staff.
It is just not good enough.
Kirsty Goepel found this review useful
We ordered a headboard,We were told we would receive an e-mail in 2-3 weeks,paid in full on debit card, BAD MOVE!We had to go in the shop twice ,3weeks later,because no one had in formed us! Finally,today it has arrived!
We were told it would fit in the car,when we bought it,We only live a mile from the store,but when my husband went to get it ,he found it will not fit in our estate car.He asked if they could deliver it?Yes that will be £55.oo for delivery!Hahaha I kid you not,One mile for a £129.00 headboard!!?????? £55---Joke,well never again will we ever shop in this Rip Off Store,
Kirsty Goepel found this review useful
In the first week of January 2012 we ordered a 2 piece leather suite with all electric recline. The salesman was very efficient and our order was placed with a 10% deposit and a delivery date 12 weeks away.
At the start of March we re-visited the store to pay a further deposit and set up a finance agreement on the balance. As we were in store we asked to confirm the delivery date. Your surprise we were informed there was a 4 week delay ... Would we have been informed had we not called in?
The middle of April comes around and the delivery arrives. The guys drop it into the lounge and demonstrate the recline and all appears to be ok. After they left we wanted to tweak the location and tried to pick up the sofa only to discover the one end/arm was extremely loose. We immediately called the customer care line and they organised a technician for the following Friday.
When the technician attended and examined the sofa, he discovered that the end/arm was not attached to recline mechanism. What was most alarming was that it was obvious that someone had removed the underside fabric cover on a prior occasion and examined the mechanism - ie they knew it was faulty and yet it had still found it's way to me!
Events to date were mildly annoying but their handling of the complaint from there on in were not only incredibly frustrating but also with no consideration for the customer.
- despite the fact that our contract is with FV they wouldn't authorise a replacement until they had secured recompense from their suppliers - this took 2 weeks.
- they refused to prioritise customer issues over other customer orders - we had to wait the full order time again - another 12 weeks we hoped.
After several conversations and emails we finally received confirmation that our replacement had been ordered with a 13 week lead time.
The 13 week lead time expired 2 weeks ago. Our email chasing the customer care manager was forwarded to the branch we purchased from for them to provide a delivery estimate. After a week our patience ran out and we visited the store o be told that our replacement had been rejected due to mould all over it. We're they going to tell us .... who knows.
Having left my number I awaited a call from a senior person within their customer care dept. They ended up calling my wife who, having explained the whole debacle again, made the suggestion that we may be prepared to keep the sofa and repair it ourselves for a substantial refund. This suggestion was rejected forcefully and the women suggested that we should be gratefull as she could have wiped the mould off the replacement and sent it anyway. Unbelievably she also suggested that we wait another 12 weeks for a further replacement.
Our patience expired, we made the decision to request they uplift the whole suite and give back our money. To their credit they did this without quibbling.
The build quality of the suite we bought (Solstice) was beyond poor and this was only surpassed by the incredibly poor cusomer service and that departments lack of compassion or consideration for the customers feelings.
We WON'T be shopping with them again and would recommend that others avoid them as well.
Kirsty Goepel found this review useful
I only wished i had known this site before I purchased from them,
On 15/5/12 I placed an order for 1 hadmade bed (single £1400) 2 bedside cabinets and 2 headboards, was advised that they would take 4 weeks and would be advised of any delays if they occured. On Monday 11/6 I contacted the store to be told that the headboards were delayed ( no idea how long) but therest of the order could be delivered on 15/6. The delivery was made yesterday the bed was minus the casters which are clearly shown on the order but with metal feet that are now cutting into my carpet. The draw on the devan is out of line and if I use it, it will no doubt rip the material. I contacted furnite village who appologised but stated that a new bed would have to be delivered around 3 weeks stated putting all the blame on the supplier. I contacted the handmade bed company who were even less appologetic than Furniture Village. They came back to me this morning to quote a 2 weeks delivery. I have lost all faith in both companies, the handmade bed company suggests that the bed is made with a carefull eye on quality etc but the hands that made this one seem to have been unable to read the oirder or made a draw that fits. I am less than impressed by both of them. Furniture Village could only get a delivery of 3 weeks yet as an individual I can get them down to 2 weeks you would think that a major customer of the handmade bed company would have more clout, but perhaps they didnt try. God knows when or if the headboards are going to be delivered given the comments I have seen on this site.
I have now found out that the headboards could be obtained £50 cheaper from a very reputable local company Hopwells of Nottingham, who I have had quality service from before. Furniture Village nhave promised to match the price.
Further news today (28/6/12) , the replacement bed was supposed to be delivered this week but I have had another call from \Furniture Vilage to say there will be a further delay of a week they blame the homemade bed comapny. we will see if there are yet further dekays.
I ordered a mattress from Furniture Village and somehow between walking from said mattress to the sales desk they not only ordered the wrong size but also the wrong mattress.
Based on the fact I had double bedding, the sales staff told me I would require a double bed size mattress. But then she started talking in feet and inches- I was unsure about this but she seemed to be happy that she was quoting the correct sizes I needed.
I mentioned that I had bought my bed frame and previous mattress from IKEA. She did not indicate that this was a problem. They are now telling me that if I had mentioned IKEA to them they would automatically have warned me that none of their mattresses are the same size as IKEA beds. The problem is that she did not tell me this.
She told me there were only 3 sizes of double mattress. So I could buy the one she was advising me to get and then, if at home I found that I needed a bigger mattress, I could phone her up and get the order altered.
Having checked the measurements, which were closer to king size as my bed was from IKEA, they were almost correct and when I rang the store my measuring was held as the explanation for the slight size discrepancies. Again, the IKEA size issue was not picked up on.
Now the mattress I signed for is not only the wrong one, is too big for both my bed and my bedding! On arrival it was clear it did not fit my bed but the delivery staff fled before taking photos and details as they are supposed to, as well as unwrapping it before entering my property such as to make returning it more difficult.
I was clear about the size of mattress I needed and which one, but each time I contacted the company I have been told a different story, from 'we will replace it without refunding the price difference as a good will gesture' to 'it's your fault'. While in reality what would be closer to what happened would be 'we didn't hear what you asked for and when you rang to confirm the size we mis-informed you.
Now they are blaming the incorrect size on the fact I have an Ikea bed, and that they would have told me their mattresses would not fit (they didn't) but this still does not explain the wrong size and mattress ordered. It does of course explain why I thought the size was correct as I measured it and found the size slightly out, but was told on the phone as in store that 'there are only three sizes of double mattress' and assuring me this was a measuring error and the mattress would fit.
I was told to discuss the problem with the store manager who would ring back, and when he didn't, I rang to be told that the manager would only refer the case back to the sales advisor, and there was no point speaking to the manager as it would 'waste my time'.
I did not receive a call back, and on going to the store, have been told that it IS the manager I need to speak to and he will 'ring tomorrow' but seem to take the view that a sales person's mistake is my fault, because I signed the document. I have never been to a store and asked for a product and been delivered a different one so did not double check the name of the mattress sold.
Every time I contact the store they have a different story about what I need to do and whether they will replace the mattress, who now suggest that despite them putting the wrong mattress down and not talking me through and checking say it it is my fault, despite them being trained sales consultants who should know how to make a sale and follow the procedure of explaining the 'contract' I signed which basically equates to signing for 'this is what I am ordering'.
To their credit, they did send the mattress specified on the order form, but there is little else to credit them for.
If you make a purchase from this store I recommend checking and double checking they have put the correct item on the order form, and asking to see the contract that is not shown to you that signing apparently binds you to.
I am now spending unpleasant nights on what is to me a very uncomfortable mattress waiting for a consistent reply from furniture village who seem to think that by changing their story every time and confusing me I will give up and accept this expensive and uncomfortable mattress; either that or they, as I suspect, genuinely have no idea how to handle an order or a complaint....
Ordered a dining table and eight chairs from Guildford Furniture Village in Oct 2011, was given a delivery time of 6-8 weeks but it could be as quick as 3. To their credit, the table and six of the chairs were delivered approximately three weeks later, and the remaining two chairs arrived a few weeks after that.
However, the table was delivered with an incorrect set of legs - one of the legs was the mirror image of what it should be, so the bottom of the table wouldn't fit together fully. It's the leg which we've been chasing for the remaining five months.
I was patient at first and decided to give them until after Christmas but in January I started making calls to the customer service centre and each time I was told a different set of lies - oh, it's in the warehouse waiting to be delivered, or an engineer needs to be sent round to look at your table. One lady laughed at the situation, promised to find out more info and call back but never did. There was no consistency between the information I received on any of the calls - it was as if they were just making it up on the spot. An engineer was sent out to our house to assess the situation, he was the only competent person I've dealt with in all of this and surprise surprise, he was from a third party company.
They were supposed to finally deliver our missing table leg today but we received a call an hour after they were due to arrive. The engineer had arrived at the warehouse to pick up the table leg, only to find a complete (disassembled) table rather than just the leg. Clearly it wasn't good enough to just take a leg from that table, instead our delivery was postponed for another week - or until they come up with another excuse.
In the meantime, Furniture Village have been sending us vouchers for discounts on other things we may want to buy. I've sent them back. I have the best part of a house to furnish, and money to spend, but there's no way Furniture Village deserve another penny from us for their incompetence.
Update 27/4: the second delivery attempt was also cancelled - this time they were trying to bring us a whole table, but discovered that the table TOP was damaged (remember, we only ever wanted one leg) - so they pulled the whole delivery, then called to let us know. I obviously suggested they just bring it anyway as we only wanted the legs - but it was too late by then. We rescheduled for the next day.
Third delivery attempt actually happened, they even brought legs, which turned out to be for the wrong table. No timescale given on getting the correct legs - we're just going round in circles now.
I have just phoned trading standards about next course of action.
I live in Manchester and I have used them two or three times when I moved house last year as I found them outstanding. Ordered online and everything turned up on time and excellent customer service. I get the impressive the pure online ordering is new to them, but it might I got quite a personal service - outstanding!
I ordered a 3 piece suite (£1697) over the Christmas holiday period (28/Dec/11) & paid a 20% deposit ((£340). After just 12 working days (12/Jan/12) I had to cancel the order for exceptional reasons. I informed the Bristol store & wrote to the CEO (P.H.) in Slough requesting a partial refund; I never received a reply to my letter.
The Cribbs Causeway store informed me that it was not possible to abort the Chinese manufacturing process even on payment of a fee - I know that Chinese factories close for several days anyway during the holiday season. They also informed me that it would be most unlikely that they would be able to sell my suite to anyone else when it arrived!
A couple of days ago I received a call asking when it was convenient for the suite to be delivered! When I explained what had happened I was promised a call from one of the managers - the call never came.
There is a serious lack of communication within this company, the truth is not always told, and failing to reply to correspondence is discourteous.
If anyone feels they must purchase from this company I would strongly recommend that they insist on not parting with more than 10% deposit.
I, too, am very surprised at the negative comments. I have purchased numerous items from FV over the years and have found them excellent. My oak wooden kitchen table developed a crack after a few months. They came and took photos and replaced it quickly with no fuss.
I recently purchased a table from this company which, although it looked fine in the huge show room, turned out to be too large for my living room when it was delivered.
When I attempted to arrange a return, I was told that they would only refund 50% of the amount I paid (£200 of £400).
I was eventually (after writing a letter to them) offered an additional £100 store credit, but the bottom line is that I am still out of pocket to the tune of £100 and now also obligated to buy another expensive item from them to use my store credit!
While I appreciate that they are within their rights legally to do this, it seems pretty awful from a moral perspective! I could understand this policy more if the item was made to order, but it certainly wasn't (in fact they sell exactly the same item online, where they do offer a more reasonable returns policy!)
Just wish I'd come here and read some reviews before dealing with them.
Kirsty Goepel found this review useful
I ordered a pine wood bed from this company and when it did finally arrive it was damaged, i phoned to get replacement and again waited and waited, finally it arrived only for that also to be broken!!! Lost track of the tines i called, absolutley no help at all and even put me on hold and then after 10 mins hung up on me!!??! They said replacement would arrive thirsday, but guess what... Did not then said friday... Nothing again then said monday.... Where is it!!?!!! I phoned at lunch time today and said please could someone call me at 4 to let me know whats happening, even if its NOT being delivered at least give that respect as a customer... Guess what... Its now 5:20 and nothing!!?!! I will now contact every trading standards depts & watchdog and have a good friend at the papers to make sure no one else gets treated the way that i have. Uterley disgraceful behavior for what i thought was a proffesional company, do NOT buy anything from them as you will be left dishapointed like the countless others.
Kirsty Goepel found this review useful
Ordered a Tempur mattress. Delivery 10 days late. When delivered the mattress was a version £700 cheaper and two pillows missing. Cancelled order. Mattress was supposed to be picked up today. Nothing booked in. Complained to customer services who blamed other departments and put the phone down on us. Possibly the worst company I've ever had the misfortune of dealing with. DO NOT BUY FROM THIS COMPANY it is not worth the stress.
We ordered a 3 seater sofa, storage stool and chair from Futniture Village in Southampton on the 5th November 2011. We were quoted 12 weeks for delivery. As of the 8th February, the suite is not even in this country. I have been into the store twice and phoned twice to chase it up. We have been given differing information and it appears that they do not know what they are doing. As we were having a new carpet delivered we decided to get rid of our old suite in case the feet left marks that the new suite would not hide so we have been left with very little to sit on. When I speak to staff, they seem to think I should be happy as it might be delivered in 2 weeks. Well, I am not happy!!! If I had known we were going to be messed around we would have shopped somewhere else. The manager told me that 99% of the time they do not have a problem. Perhaps I should have read the reviews first. I don't want to rate the company with any stars but the only way to process my moan was to rate one star!!
I don't even know where to start with regards to the upset, inconvenience and heartache this company have caused
I purchased a new property and in turn required furniture for the living room and dining room. Promised
delivery before Christmas on my sofa. Delivery was agreed and a day provided so I took the day off work, hearing nothing at about 3pm I called the store to see what time the last delivery would be and advised that it would be when they have delivered everything, at 9pm I get a call that delivery will be between 11pm and midnight !!!!! Have you ever heard of anything more ridiculous!!! I advised that I would not take delivery at that hour as I would be asleep in bed; delivery was agreed for first thing the following day which was Christmas Eve. 8.30 am I receive delivery of half of my sofa order..... after calling the store they confirmed that apparently that was all I had ordered with regards to the sofa, when 2 other witnesses and myself knew that I had also ordered a 2 seater as well .....The sales man got the order wrong!
However the piece that I did receive was damaged, so we resolved the initial order discrepancy and the fact that I had wasted a day off work.
on Sunday evening at approx 6pm I get a call advising that my replacement sofa, 2 seater sofa and dining table and chairs can be delivered on Tuesday, I managed to organise my time so I was at home on Tuesday quickly with work and waited for the order to arrive.....so the delivery men arrive today, the replacement sofa is yet again damaged!! And I was not advised that the remainder of the balance had to be paid prior to delivery, how I was supposed to do that with delivery organised on Sunday night, work on Monday and waiting for the delivery Tuesday I do not know!! So I was going to pay the balance but then thought why should I when the 1st item delivered is still damaged!!
Disappointing does not even cover what myself and my husband have had to go through, incapable sales men, delivery of goods that are not checked at the warehouse, moody delivery men that want to finish their shift (openly telling me this), managers that are unable to trouble shoot and overall a company that is happy to blame each others departments openly.
I would advise that if you are happy to buy goods without receiving any customer service / customer care then FV is perfect!
I bought a chest of drawers from the Guildford Furniture Village branch in early October 2011 and paid in full. Twelve weeks later, at the time of delivery, the chest of drawers was discovered to be broken inside the box.
A second delivery attempt was made, but again, the chest of drawers was broken. FIVE months later, Furniture Village said they were going to deliver and give me a phone call one hour ahead of the delivery time. In fact, they gave me ten minutes notice at 8am, at which time I was not home. So they said they will not deliver.
I am thoroughly dissatisfied with this experience and I still don't have the chest of drawers FIVE months after paying for it.
I wanted a new wardrobe for Christmas and ordered one from FV. The wardrobe arrived well before Xmas and I was really impressed until I unpacked the boxes only to find out that the side panel is broken into two!!!! I have been calling them over and over again to get the replacement side panel which I have been told has been ordered (just before Xmas) but until today I have not received it!!! Extremely disappointed with the service. Will need a lot of convincing to buy anything from them ever again.
I PURCHASED 3 SLIDING WARDROBES FROM THE CAMBRIDGE STORE AND THEY ARE FANTASTIC. WHEN PURCHASING THE ROBES THE SALESMAN WAS VERY KNOWLEDGEABLE IN HELPING ME CHOOSE THE RIGHT SIZE AND COMBINATION THAT BEST MATCHED MY NEEDS, THEY OFFER COFFE AND COOKIES WHICH ARE VERY YUMMY. I ALSO OPTED TO HAVE A DELIVERY AND INSTALLATION SERVICE WHICH WAS DONE BY A SEPERATE COMPANY FROM FURNITURE VILLAGE BUT AGAIN DONE A FANTASTIC JOB AND ARE A CREDIT TO THE FURNITURE VILLAGE NAME. I WILL DEFINATELY SHOP AT FURNITURE VILLAGE IN THE FUTURE AND RECOMMEND TO FRIENDS AND FAMILY. THANK YOU FOR AN AWESOME SHOPPING EXPERIENCE FURNITURE VILLAGE.
I've used Furniture Village on a number of occasions, most recently to buy a new bed and suite from their Exeter store. I found the service to be exemplary. In the showroom, nothing was too much trouble - and the staff their spent time and effort helping us make the right selection for our home. Every detail of the order was checked thoroughly and delivery was towards the early end of expectations. The delivery service too was exceptional - polite and efficient. Furniture Village will continue to be my first choice for furniture purchases - I can't fault them based on my experience.
Sir,I bought my furniture -'Matrix' from furniture village Friern Barnet store.
They very quickly took my money and promised the delivery of goods in few days.
The goods arrived at Lunch time 03/02/2011.The drivers tried to assemble the products but were unsuccessfull. The driver told me 'we are not an expert at assembly and I will have to call a technician to assemble this item'.
The item was office furniture.I had taken all my files and other paper work out of old shelves and was hoping to file these on new furniture These files are all now scatterd in the room.
The driver said the technician will call you tonight before the end of the day to fix this Matrix.
I did not received and phone calls.Next day I made several phone calls before I could speak with any one.Every time I made a call either the sales person who sold me this faulty product was away from his desk or was speaking to another customer.Eventually one of their staff arranged for a technician to visit my house to rectify the problem. This was some 20 days after the delivery The technician was astonished to see the state of the furniture supplied and and was very apologetic.However he could not fix the problem because there were some parts missing.By this time I had enough and asked the technician to arrange returen of the furniture to the Funiture Village and requested a full refund.The technician called the office and explained them what had happend. He said to me thet the office will write to me. After 3 days I stll had not received any communication from them .So I telephoned the store but was told that the customer service person has gone to the Bank and will call you on his return.He did not call back. I had lefit several messages with them but no joy.Now I have lost 2 days of wages there has been no positive news from the Furniture Village. My next course of action will be to write to the Small Business Miinister, my local MP ,trading standard office,BBC watch dog,to twetter and to to local newspaper--The Barnet Times and any other person who may help and highligt this problem so that this would not happen to any other person
I am extremly disappointed this Furniture Village.
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