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
We purchased a Elise 3 seater and 2 seater recliner in August 2011. We paid GBP 995 for the furniture + GBP 55 for delivery + GBP 195 for the Guardsman warranty. In total we paid GBP 1245. This was purchased in the Croydon outlet and at the time of sale, we were promised the Guardsman policy would cover us for any problem for a period of 5 years - we asked the sales lady several times and were reassured Guardsman is just a phone call away and there were no circumstances in which they wouldn't rectify a problem with the furniture, if we faced one.
In May 2013 (i.e. in less than 2 years) there were multiple tears in the joints where the leather is stitched up. It took almost a month of email exchanges and phone calls to get Guardsman to pay a visit. They almost immediately declined the claim and said their policy covers only accidental damage and we need to contact furniture village. It took them a month to arrange for a technician to come and see us. The technician confirmed manufacturers defect and said the headrests would be replaced. After several follow ups with Furniture village, they have now offered us either to replace the headrest (but no guarantee on exact colour match ) or a partial refund of GBP 675. I requested them to cancel the Guardsman policy, which was missold in the 1st place and they directly denied it taking no accountability for the blatant lies and false information provided about the cover at the time of sale. I am now left with no option but to take the GBP 675 and shell out an additional GBP 500+ to get a fresh set from another shop. I wonder how the Office of Fair Trading is even letting Fraudulent companies like FV to operate in the UK.
If FV is reading these mails, I hope they change their ways they operate and earn the trust of their customers.
Bought sofa 7 weeks ago leather peeling on reclining foot rest sent in photos very rude aftercare team informed me that my claim has been rejected as aparantely its a scuff mark which it is not! how they can assess it from a photo is beyond me! They will only send someone out to look at the sofa if we pay£49 its outrageous! Letter to Peter Harrison managing director then off to court we will go. Will not waste any more time talking to their insulting aftercare team!
I ordered online a Splitz sofa bed from this pathetic company.
It was delivered last Saturday. The sofa is literally falling apart. The fabric at the back of the sofa is ripping, the zip is broken and the pull tab stayed in my hand after the first use. The material it’s made of is very rough and of extremely poor quality, I wouldn’t even let a dog sleep on it. It looks totally different to the one displayed on their website. I also discovered that the name of the sofa I had delivered is Zelbio not Splitz!!! This means that I have been sent a different item.
I contacted the company an hour after the delivery and told them I want to return it as the quality is unacceptable. Was told that someone will collect it on the same day. Then someone else called me saying that there will be no collection and they will contact me again on Monday. No one did of course so I decided to contact them myself instead. Spent all morning being sent from one department to the other and from one warehouse to the other. I was given at least 5 different numbers to call including some non existing ones!
The staff are very rude and obnoxious, they promise they will call you back and then nothing happens.
I explained to them I need to have this sofa bed taken away ASAP as I have no space to store it as I live in one bedroom flat and it is blocking my daughter’s bedroom so we ended up using the living room only!
I was really fed up on Monday afternoon and informed the customer service that I am going to complain to Trading Standards and 10 min afterwards I got a call from their warehouse. A woman just informed me they will collect it on Friday without even asking if I will be home. They can’t give you any timeframe so you are expected to stay at home and just wait for them.
Summing up, I have had a terrible experience with Furniture Village and will never buy anything from them again. I am also going to inform all my friends and family members to stay away from this company.
It should be avoided like the plague!!!
on the 12th of March 2007, I bought a SCALA Leather Chair and a SCALA leather sofabed, for £1186 in Manchester White City Retail Park.
A couple of years ago I noticed that the edges of the arm rests were starting to bubble up, and from then on, things only got worse and worse. Some parts have peeled and they look just appaling.
I contacted the insurance, Guardsman Policy LSEDBFV 103268, but they claim the cover finished in March 2012 and they cannot do anything about it.
I got in touch with Trading Standards because I believe this could be a case of “ Not fit for purpose” but to my surprise, they advised me that between 2006 and 2008, this SCALA range was misold by your company as "Leather" whilst they are actually bicast, and that you have been warned not to use the term "Leather" for bicast suites.
I was told by leaflets and salespersons that these suites were "Created in practical durable leather", and also "Comtemporary, comfortable and timeless", things that time proved were false.
The issues I am experiencing are far from being the result of natural wear and tear, and I am not debating here whether the warranty is out of date or even wear and tear issues.
My grievance is False Advertising!
I am indignant and feel deceived.
Had I known these suites were not made of real leather, I would not have bought them, as I expect my furniture to last for over 6 years without quality issues.
The items I bought (I still keep the invoice, bank receipt and Guradmasn policy, as well as several pictures of the current peeling problems) were falsely described and falsely advertised, and despite the length of time that have passed since the purchase, I am prepared to pursue the matter in the SCC if no amicable solution is agreed between Furniture Village and myself.
I request either a full refund for the amount paid or a replacement of the SCALA for Leather suites of similar characteristics (e.g DANTE range) delivered free of charge in my home address.
NO ANSWER FROM FV YET!!
Ok, so I complained to FV in writing, and my claim can be read below (Again Scala Pseudo leather sofa peeling) because I recently discovered that what was sold to me as real leather, was in fact a piece of bicast furniture cr*p that was peeling.
They indeed sent me a letter, in which they decline any responsibility and do not even acknowledge the fact that they falsely advertised and misold a product.
THEY EVEN HAD THE CHEEK TO SEND ME A LEAFLET ON HOW TO CARE FOR LEATHER!!! Is this a joke??????
They claim they are under no obligation to deal with any claim of misselling past the point of six years.
Let me be clear, according to the current legislation, time does not begin to run until the fraud has, or with reasonable diligence would have been, discovered.
And since my claim has been disregarded, I am left with no option but to pursue this in the Small Claim Court.
We ordered a two seater and three seater sofa on 2nd March for a mid may delivery date. Mid may came and went, we were then told it would be the end of May - still no sofa. End of June was then the estimated delivery date due to delays with the manufacturer. Further delay and another estimated date of 17th July. Now we are told that the two seater has arrived in Milton Keynes and could possibly be delivered by the weekend which will be 3rd August but the three seater is having to be sent by air. I have no confidence at all that it will be delivered this weekend. The problem is if you cancel as we tried to at one point we would have to start all over again with another sofa. The staff in the shop have been helpful and I realise it is not their fault but would not buy from Furniture Village again.
I have already left a comment on this thread about how furniture village treated myself and my OH as customers and then i had a representative from furniture village call me to discuss this. Afterwards, i questioned whether i was quick to judge and even thought about retracting my statement or at least changing it accordingly. However, during the last week, some circumstances have made me change my mind and reminded me why i detest furniture village in the first place.
So not only did they lie to us repeatedly about delivery times, were late on delivery and just plain rude (the only good thing about the company were the delivery men who were amazing and polite) - we have had something happen during the last week that just makes them worthy of appearing on Rogue traders or watchdog!
When we purchased our sofa, we were told to take out the cover and for only £150 odd, we could call out the company who would repair any damage or replace the sofa (guardsman i think the company is called). At the time, we thought it was too good to be true and kept questioning the salesman (after all how would Guardsman make money on this especially as we have a child and a bulldog?!) the salesman at furniture village assured us that Guardsman want us to call them so everytime there's a mark its' best to call them no questions asked and they will come out and replace or repair the sofa. Still dubious we brought it as we thought for £150 it's best to be covered. Whilst watching a show on bbc1 the other week, there was an article about Harveys and how they mis-sell so this raised questions again. We found our paperwork and low and behold, turns out we are only covered for the basics, certain things the salesman said were covered aren't actually covered, and your cover (depending on whihc one you brought) covers you to the value of the sofa and each time you call them out, it limits future times you can call them out so for example: you buy a sofa for £500. You can only call them out until the value of the sofa is reached. as the paperwork doesn't say what it costs to call them out, you have no idea how many times you can call them. So lets say the value of the work is £300 that means you have used nearly all the times you can call them so out of the £150 you pay for the 'cover' you won't be able to call them out in future. Not only that but it seems that Guardsman are pretty tight on what they will repair/fix and will try and find ways of worming out of it and making it null and void.
We weren't explained about this or the different levels of cover and certainly wouldn't have taken it had we been made aware. We then rang the MILTON KEYNES store a week ago and explained how it was sold (seems like it happens alot as they immediately said they would refund us) however a week later NO REFUND. I would not touch this company with a bargepole - they give used car sales men a good name tbh and i think most of the staff are useless and need re-training especially when it comes to the cover they sell. Now i'm expecting another call from this lady at furniture village and TBH i know she's just ticking a box and nothing will truly get done about it or it wouldn't happen in the first place!
we needed a sofa as an emergency and were told it would be delivered within 4 weeks so we decided to buy from Furniture village instead of going to the furniture shop next door who said it would be within 6 weeks. As we were without a sofa, this made us part with our £800 and we thought ok we can live without a sofa as it's only 4 weeks. day of expected delivery came and went and we chased to be given lie after lie depending on who we spoke to. - first a problem with the fabric, then a problem with delivery into the UK. We said we wanted to cancel - head office were useless and passed the buck whenever they could. They gave us a loan sofa (we'd rather sit on the floor for all it's worth - tiny, so so uncomfortable it hurts your back and looks like a throw back from the 60's) anyway we were told it would take another week and after lots of chasing we have been told it will be at least another 2 weeks - this means we have been waiting over 6 weeks now for delivery despite lies, promises and devious selling tactics DO NOT USE FURNITURE VILLAGE!!!
As per title we bought a settee 10 months later the arm was lose FV sent out there "technition"I say this term loosely as he was as much use as a chocolate fire guard,he offerd as a good will gesture to put a bracket in the settee to try to fix it I said I was not happy with this as its only 10 month old to which he left,and filed his report as no manufacturing fault,I complained FV said they would send a second engineer but for a fee of £60 I told them not to bother and will now contact my soliciter with my evidence and take it from there the customer service from this company is truly shocking
I ordered a reclining leather sofa in March as was told the deliver would be 13 weeks (2nd June). Received a voicemail on 12th may to say delivery had been delayed and to expect delivery on 25th June. received a letter dated 12th June apologising for the delay and stating that someone would call me in a few days. today I called them as I hadn't heard anything to confirm my order would be arriving tomorrow, I was told the new estimated delivery date is 17th July. This is simply not good enough. I will be contacting FV in writing to discuss the compensation they are prepared to offer me. I will also be contacting the furniture ombudsman
Ordered a sofa came within the time frame, delivery men handled sofa with no care, dropped chaise cushion in a puddle soiled the cushion cover when removing the cushion cover got the cushion dirty as there hands was very dirty and the sofa had no wrapping on due to this sofa as dirty hand marks on it, i was deceived by the person that sold me the sofa told me that a new cushion and cushion cover will be ordered on the 14/06/13 and the soiled one will be cleaned and returned to myself while I await for the new cushion and cover as it is a 4 week wait, on the 17/06/13 rang for an update was told a new cushion cover will be ready for delivery following week no mention of a cushion, I then asked we're the soiled cushion cover was they advice me that they have sent it back to Collin and Hayes I stated that I was told I would receive that one back until a new one came as its a 4 week wait and that what it states in the incident report I then asked for head offices number as I feel that I'm being deceived and that I think I am receiving the soiled one cleaned and not a new one I rang head office who then spoke to fv who then put me through to fv which was now telling me something totally different that they still have the soiled cushion cover but previously I was told it as been sent back and that it will be cleaned and sent to myself until new cushion and cover come which they said they ordered on the 14/06/13 so it proves that they was deceiving me and that it was the soiled one they was going to send me making out its a new one I feel now that I can not trust the company, the sofa as also came with many faults I contacted trading standards which advised me to cancel the order as I'm in my rights (distance selling regulations 2000) as long as i send a letter within the 7 days of receiving the goods when fv received the letter I received a phone call from them stating they are not prepared to cancel and not prepared to refund my money so I contacted trading standards again which stated I'm well within my rights they are still refusing to refund my money, so now I have contacted watchdog hopefully they will take it on and a lot more dissatisfied customers will come forward, and trading standards are going to help me take fv to small claims court to try and get my money back. STRONGLY RECOMMEND U AVOID THIS COMPANY!!!!!! I purchased the sofa from the nottingham branch my order number is 292944146
1) I ordered a sofa worth in the region of £4,000 previous to Christmas, I was told it wouldn't go down in sale and if it did they would refund difference- you can guess what happened next.
2) Now six months later and still have not received the items correctly
3) Manager only called back once I had threaten to cancel payment plan
4) Still awaiting confirmed delivery, even though I was told "As soon as order is placed with manufacturer we will ask they rush it through for you and I'll call you back with a confirmed delivery" - I'd trust Ebenezer Scrooge more than I'd trust this company - do not pay their over inflated prices on the premise that it is a good quality company with good quality goods!
I would never, ever, ever go near Furniture Village again. They sold me a bed for a lot of money (was enticed by one of their 'sales)...on the understanding that would get 20% VAT back on the full price of the orthopaedic bed. I got cold sweats at the price and tried to cancel on the Monday following the Saturday purchase - the salesperson was extremely rude and didn't want to know - what a difference from when they were trying to make a sale! Eventually, I capitulated, and agreed to go ahead with the delivery of the bed. I went in to ask about when to expect the VAT return and lo and behold, after the done deal, they mentioned that it would work out at 16.6% not 20% rebate rate. The VAT return came - FV had absolutely failed to tell me how the VAT would be calculated (e.g. that the VAT rebate did not apply to the headboard ) and yes, it was at 16.6% - which I now understand how it's calcualted. I phoned FV - their response? Not our problem - speak to HM Customs and Revenue. Very helpful - NOT. Surely as a salesperson you have a duty to be transparent and explain to the potential customer BEFORE they make the decision to purchase, what the VAT return would apply to and how much it would be. I suspect they do not understand the system themselves yet they are selling a product with this 'offer'.
I absolutely agree with many of the comments posted here - particularly in relation to them not grasping the complaint.
I bought a settee from them in 2007 and over the last year the leather has started to flake off and crack. I initially blamed my husband, but then the problem started on the sides of the arms and not just on the seats. It turns out that it wasn't even leather - it was advertised and sold to me as genuine, durable leather, but it was bi-cast leather, which isn't the same. The sales brochure from the time makes claims about the product that aren't true. They sold me something that should have lasted 10-15 years for a family home, that's falling apart after 6. I bought from Furniture Village because I trusted them, but I should have saved my money and bought a cheaper settee from Argos. My sister bought a similar settee for about the same price from House of Fraser and that's still looks and feels like a brand new settee.
Their customer services is poor too. I too have received their standard reply that the settee is 6 years old so we don't care go away. A call to their call centre was a waste of time - they won't even engage about my complaint. I feel ripped off and let down. I now have to replace something that I hadn't expected to need to for another 5 years. I won't be shopping there again.
The reply below from Furniture Village just shows that they're not listening and they don't care. This isn't about a manufacturing fault. You told me I was buying something with a 100% leather mark that was durable and would last me. That's what your leaflet said and what your sales staff told me. What you actually sold me was imitation leather and as a result its now falling apart. Your company lied to me and doesn't care about the consequences. Your brand values talk about integrity - I'm sorry I just don't believe that you know what it even means.
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.
Latest update: 28/May/2013
After 86 days, I finally received my dinning table today. (12:23pm 28/May/2013)
Order date: 03/Mar/2013
Receive date: 28/May/2013
If anyone wants to buy something from this company, I am a real example.
Furniture Village said because their container was delayed.
So, I am lucky it only delayed 2 month.
If this container delay about 6 month or 8 month, I believe I am still waiting now.
What I wants to say is :
Container delay is not my fault. I don't know why I can not get full refund in the first time. 30% re-stocking charge is a joke. It's furniture village's problem not mine.
Because this dinner table delayed:
I have to cancel my housewarming party. It's furniture village going to pay me?
I can not have a proper meal (breakfast, lunch and dinner) for 86 days , I have to eat on my small coffee table. It's furniture village going to pay me?
My parents needs to change the air plane tickets because I have no dinning table to eat proper meal. It's furniture village going to pay me?
I strongly advise the consumers to think twice if you want to purchase anything from Furniture village.
Kinga Osrin found this review useful
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.
Kinga Osrin found this review useful
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
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,
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.
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.
To reply as a company, please log in to your business account.