Furniture Village Reviews
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I Stubbornly recommend Furniture Village to people :)
I have visited them, known their website for quite long. Bought and used the furniture. Just the range, variety and vividness of it will surprise you. I highly recommend my neighbours, friends, family, everyone ask me or sometime even not :)
There is a stylistic approach in their furniture sets, great touch, the units, shelves, tables, coffee tables, nests, awesome !
The quality is something I can gurantee and you can see yourself. Durability is also a strong factor in it.Chicago Sofas
We bought 2 Brand new Chicago premium leather sofas , both arrived damaged to the seats, corners of the arms and back very badly puckered an£ twisted, empty of any filling, one of the sofa joins is misaligned and moves , our family and friends have asked us if they are secondhand. Order No. 498825687 bought from the Stevenage store.
Chest of drawers
They have delivered a partially damaged chest of drawers. Very expensive one. We've been on the phone with them about 10 times, getting frustrated. 3 months later they delivered the wrong replacement. I am done asking. Since I am a marketer, I am going to build a landing page with an attractive lead magnet and pay for the traffic. I will create a great Anti-Furniture Village Campaign, find all unhappy customers and invite them to leave negative video reviews. Let's see how Furniture Village likes it when people fight back!
Sofas
Hi.
I just want to make people aware of the tricks and gimmicks that furniture village plays on people to sell their products.
I bought 2 sofa's from them which came with the 20yr guarantee and I bought an extra guardsman protection plan.
One of my sofas was delivered faulty, but we were told the sofa shape reforms over time as it was tightly packed.
We have had guardsman out and they have categorically said the damage is not accidental and not due to wear in tear and that it is an issue with the structure and springs. The guarantee covers exactly that - or so I thought.
Furniture village sent a technician and he not only inspected our sofa but tore it up further causing more damage. He had the nerve to claim that someone e has been jumping on the sofa and that it is not covered. We do not have any young children and as adults obviously will not do something so ...
They have treated us as ..., made up some ... excuse and simply want to not take responsibility for a poorly made product that should be covered
To make it worse, I spoke to a resolution advisor who is meant to help provide a solution (as the name says). Instead he fobbed me off and said go get a private inspection as we cannot do anything
Furniture village had NO problem taking thousands of pounds from me and charging me extra for the cover but when it comes to their guarantee it is a joke!
Beware people, they will make up any excuse not to cover your product as they are only after your money.
If you haven't yet experienced this, I hope you don't have to, but when things go wrong, they turn there back on you and take no responsibility and treat you like ...!Sofa or 75% refund. You decide
For every dissatisfied customer there is the potential to resolve the issue but having read many of the other reviewers stories on here I can’t but help think customer satisfaction isn’t Furniture Village top priority. Profit comes before all else.
It may help those who don’t know that Furniture Village ( FN ) don’t actually have a Customer Service department.
They let one of two departments handle ‘ issues ‘, which you talk to is based on where your order is in the pipe line, pre or post delivery oh and if you bought the item online or in store. Online purchases seem to have a better level of protection should there be an issue. Their web site claims you can get a full refund should you have a change of heart prior to delivery ( or an Attempted delivery) but only if ordered online. Order in store and they will want %25 of the order for what they deem a ‘cancellation’ even if it’s not your fault., which brings us nicely to my own issue which is still ongoing .
The short version is a sofa couldn’t be delivered due to a tight fitting staircase and a slightly larger fitting sofa !
This was always going to be an issue as my current sofa was a tight fit and the new one was larger but then I stated this when ordering and stupidly believed the sales person when they said it could be dismantled if it didn’t fit but failed to mention at a cost of over £100 to myself.
As previously stated FN don’t have a Customer Service department so they don’t care about customer satisfaction, each person you speak to in the store will spout out the same line not matter how far up the chain you go. Any complication is the responsibility of the Customers and thus the fault of the customer so the customer must pay to get it resolved no matter what was said prior to ordering.
You have been warned .2 sofas
To start with I would like to point out that due to long delivery times, many people leave good reviews for furniture shops, just based on the sales staff in the shop, and not the service they received when there is an issue. So read reviews thoroughly.
I thought you couldn't get any worse customer service than DFS, but Furniture Village have found a new low.
We ordered two sofas on the 15th November 2022, and we were told that delivery would be 10 weeks. This timing would fit in perfectly with the renovation of our new home. However, we were contacted by Furniture Village early in January to say that one of the sofas was in, and that they wanted to deliver it. I explained that we were told it would be 10 weeks, and that we wouldn't be in a position to accept delivery until around that time. To this the lady replied that they didn't have room in their warehouse, and that they would charge me for storage.
This was later rescinded after I made a complaint.
At around the 10 weeks delivery originally quoted both sofas were delivered (minus the fabric care package that was supposed to be included). However, it was pointed out that one of the sofas was damaged (it looked like it had been dropped out of the lorry), causing significant damage to the frame. And I was told that I would be contacted by Furniture Village to resolve the issue.
After waiting several days to hear from Furniture Village, I eventually called them. I can't remember the excuse they gave for not contacting me, but I was told that they would send someone out to inspect the sofa, and then someone would come to repair it.
The damage wasn't just a scuff, it was heavy impact damage to 2 corners of the frame. So I said that I would like a replacement. I was told that replacement would take up to 10 weeks (yes another 10 weeks).
Several weeks later, and I still hadn't received any correspondence at all. So I called FV and was told that delivery would be on the 24th April 2023.
I also chased up the fabric care package again, and was told that it would be sent out.
The 24th of April was getting closer, and I still hadn't received any correspondence. So I called FV again, and was told that delivery to the depot would be by the 28th April, and that I would be notified.
After still receiving no correspondence I called again, and was told that delivery would be today (2nd May 2023). And I was told that I would receive a text message on the evening of the 1st May.
No text message was received on the 1st May, so I called FV this morning (2nd May), to find out what was going on. I was told that they hadn't received my sofa from the national depot. I asked why I hadn't been notified, as they would have known the previous week. But they were unable to give me an answer.
I have now waited 24 weeks, and still don't know when delivery will be.2 SETTES AND A FOOTSTOOL FROM FURNITURE VILLAGE
Furniture Village. We bought 2 settees over 2 years ago (1month out of guarantee), We are older people and do not have youngsters jumping all over the furniture. The Footstool barely gets moved but has tears/rips along the bottom, where the material was stretched too hard over a sharp edged backing board.
Both settees are showing sign of wear and tar in as much as, the material rucks up and needs to be smoothed back into place after each sitting. I think this maybe due to the inferior foam inside which is deteriorating.
We were hoping that this would be the final settee we would ever have to purchase . We are so angry and disappointed and FV are simply not Interested.Dining table
If I could give 0 stars I would. I placed an order back in December for a high value item and so to ensure I made the correct decision I went in store to seek the advice from a sales advisor. I showed the sales advisor how I wanted the item to look in my home and they drew a diagram of how this would look, I therefore placed the order based upon their recommendation. At no point did the sales advisor advise that the item would look differently in my home when delivered.
When the item was delivered it was quite clear that it did not match how I had shown the sales advisor and so I tried to make a complaint and have the item simply swapped. Upon contacting the store I received a rude, unhelpful and argumentative response from the store manager. I was offered a swap of the item at a further cost to me of over £100 which I considered unacceptable given the amount I had already spent in store.
In light of the above, I raised the issue further with the CEO and once again was met with a rude and unhelpful response. I note other reviews with similar experiences when dealing with customer care. After this experience I would never use this company again and would urge others to reconsider purchasing from here also.Leather sofas, chair ...amp... footstool
Avoid this company. Six month old sofa with collapsed cushions. Leather is creasing and no support from the interiors of the cushions. Furniture village not interested and say its due to heavy use. What a load of ... Only the two of us, no children or pets. They will not accept it is a manufacturing fault. Small claims court here I come. Pity you cannot give no stars to be honest. 25 + emails, dont reply and just repeat the same old ... to fob you off.
Recliner
What cowboy outfit, power unit on receiver chair accidentally damaged , that won’t replace in saying use Guardsman ins - they say it’s still under guarantee with Furn village- they say use Guarsman, both as useless as a used tea bag passing the buck. Now ordered in on Amazon- delivered next day, so goodbye Furniture Village - next shops to close I think.
Table and Chairs
I've used them before but I've had terrible problems this time and their customer services is appalling. They never ring back, have no information, constant excuses - take your money and don't care what happens afterwards.
Divan Set
Steer Clear of Furniture Village and look a little deeper into the positive reviews...
Beware of positive reviews as you are sent the link to review your experience as soon as you leave the shop, which is after having been seduced by a number of hot cookies, coffee and a sales assistant with the gift of the gab!
Hence, you'll notice most reviews start with: "x staff member of x store was brilliant...". This is all before you've received any goods or realised how much money you have been talked into spending at Furniture Village!
I very clearly explained to the Croydon branch sales assistant (Shante) that I was looking for a £2k mattress which must be soft to the extent that I sink into it, otherwise I'd end up with chronic back ache.
Shante led me to a Vi-Spring Countess mattress which I said immediately was way out of my price league at £4500 just for the mattress. I was advised to lay on it anyway as this would give her an idea of exactly what type of mattress Iwas looking for. Next thing, the £4500 mattress is being laid on the floor by Shante and her colleague so that I could gauge just how soft this particular mattress would feel on a hard surface, e.g., my current wooden slated mattress; then in quick succession appeared six hot cookies and coffees.
I was then told that if I really wanted a soft mattress, I should think about a soft divan base to go with my mattress.
Needless to say, I ended up signing up to the countess Divan set at just shy of £8,000 and sadly, some 10 weeks after having taken delivery of the divan set, I've been left in agony with a seized-up base of spine and very sore hips from what is in actual fact a rock-solid bed.
I did go for the soft base option, which felt soft in the shop, and indeed the mattress appears soft when you sit on the side; but the pillow top surface is absolutely rock solid; so, as soon as you lay out flat and your body weight is evenly distributed, the mattress simply doesn't budge. Shante won't care about my back issues though as she'll already have spent her commission on the £8k sale and will have moved onto her next victims - this being despite me telling her at the outset that I only wanted a £2k very soft mattress that I could sink into, otherwise I'd end up with severe back ache!
As for the £3500 base, the headboard is loose (as fitted by the delivery guys) and when you try to tighten the screws attaching it to the base, they simply spin as though the threads are stripped.
I've contacted the store and was passed onto Customer Service, who simple asked if I'd received the divan set I'd ordered; when I said, yes it says soft on the mattress but it's actually rock hard, the Customer Service agent simply said, "you've got the divan set you ordered so there is nothing I can do - I'll refer you back to the Croydon store manager". Naturally, no joy from the Croydon manager!
You've been warned...!!!
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