Everything was flawless. Speedy delivery, great communication and stunning product. Best price on the market too.
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.
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