Furniture Village56 reviews
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Saga continues, but absolutely never again…..
My wife and I walked into Furniture village in Enfield on 5th September 2025 and on arrival one of the sales agent Mark met with us. His salesmanship was incredible, and we were thoroughly impressed by how he meticulously took us through the options of the furniture we wanted. We were moving into a new home, so we wanted everything brand new and overly excited at the options we saw. Mark talked about the history of Furniture Village and how he will be our support and contact all the journey until everything was delivered and installed. I was quite impressed however I had always wanted well-known brands so told Mark we were still weighing our options so we will let him know. With the quotation in our hands and Mark’s contact we went off to check other stores.
Our search revealed better options, pricing and delivery... however, my wife was really concerned about Mark’s commission and so decided to order our own bed and dining table as the prices were within the same range as the alternatives. I called Mark the next day and placed the order over the phone. That was the end of the exceptional marketing service and the beginning of the worst shopping nightmare I have ever experienced and continue to experience. I received the order confirmation on 8th September 2025 and ever since I have been the one constantly chasing up on Furniture Village, it took 3 reminders to get confirmation of the delivery dates which was initially set for 1st December 2025, then moved to 5th December 2025, then to 17th December 2025 and finally 22nd December 2025. If I thought the lack of communication was terrible, then you can only imagine my utmost shock when I walked into Furniture Village on 29th September 2025. I walked and saw Mark with me beaming with smiles based on our last encounter fresh in my minds, instead Mark practically looked at me as if he was seeing me for the very first time.Its possible he has dealt with numerous customers so when I reminded him who I was and also told him my order reference number there was zero change in his reception towards me. I asked about my delivery and that’s when he told me its no longer 1st December 2025. I told him I still needed a few more things for the house, he didn’t even get up from his seat unlike the last time but simply told me to look around. These were signs that should have told me to brace myself up for far more worse customer experience.
I kept following up on the deliveries, and the next thing is that before they can arrange delivery I must complete payment. I asked if I could complete payment over the phone but Mark insisted I must go in store to do this. I was shocked since initial deposit was taken over the phone and more shocked as the other places I ordered the remainder of the furniture from collected balance of the phone. Mark said delivery was coming in on the 16th December 2025 and that once I made payment delivery will be 17th December 2025. I ran into the store on 16th December 2025 to make payment and informed Mark and all I got was another message that I should call the office. This when it started to dawn on me that Furniture Village will never call their customers, you have to chase them up. When I was completely drained from the lack of response, I went on the Furniture Village IG and whilst I do get replies to my message’s hours later, it wasn’t any different. I was simply told delivery is now 22nd December 2025 and that after the delivery I should go back to the store for some form of compensation. I told them why they don’t simply put the compensation into an earlier delivery.
I eventually received a text message on 22nd December 2025 that my delivery will be between 1:59PM and 4:59PM but the IG folks said between 2:00PM and 6:00PM. I eventually got a call from the delivery person around 5:17PM informing me that they were running late but estimate that they will at my house in the next 60-90 minutes. I told him I have been waiting all day and was willing to wait for as long as it will take.
Delivery gentleman shows up at approximately 7:15PM and I breathed a big sign of relief, I didn’t know my nightmare was going to continue. First my dining table did not come along with the delivery and after carrying the bed parts upstairs to my room, while commencing the installation, discovered that the bedhead frame was defective and therefore installation will no longer be possible.
My wife and I have been sleeping on the floor of new home and meals have had to be practically standing since we don’t have our dining table. In anticipation of the delivery, we removed all the duvets placed on the floor and were looking forward to our first night on our bed since we moved in over 3 weeks ago. We have guests coming over for Christmas eve and Christmas day, my wife and I zero clue how we will handle this, our bodies are sore from sleeping on duvets on the floor.
Its now almost midday on 23rd December 2025, I have called Furniture Village as usual they said they will call back but zero calls. Sent several messages to the IG team, same feedback someone will call you, and yet absolutely nothing. Sent a message to Mark, zero acknowledgement.
Standing here in the kitchen and dining area and wondering if this is all just a bad dream I will wake up from.Green sofa surprise
Don't buy this one, honestly — I needed a sofa because my back's been awful after moving flat, and I thought they'd help. In the shop the assistant was keen (maybe a bit too keen on his commission) but never told me that buying in‑store means no returns; apparently returns only apply to online orders. Both in‑store and online the sofa was labelled "grey" yet turned out green in my living room. I called customer service and got nowhere — polite at first, then radio silence once the card was processed. Bit gutted, would have appreciated proper help instead of being fobbed off.
Bit of a palaver
thought I'd walk into a normal shop but the bloke on the phone — proper attitude — made me think twice. He was curt, judged me a bit, and that set the tone. Biggest irritation was the delivery dates moving about — they said a few weeks, then pushed it back twice so I had to shuffle work around. That annoyed me. When it did finally arrive the sofa itself is fine, matches the pics and no obvious faults, so I'm half pleased, half miffed. Would've preferred clearer communication though. If you hate hassle go elsewhere; if you can wait, it might be worth it.
Nearly gave up, but they sorted it
I’d just moved house and, to be honest, needed a proper bed because my back’s been playing up — not something I could risk with wobble‑city furniture. At first the headboard and footboard were loose and the centre slat kept coming away, which was annoying (and a bit worrying). I rang them, they sent a guy out who fixed the worst bits, and then followed up to make sure it stayed put. Delivery was spot on timing, the assembly crew were polite, and the customer service actually listened — so grateful for that, really. It wasn’t perfect straight away but they didn’t shrug it off, which made all the difference after a bad experience elsewhere. Happy I chose them in the end.
Sofa
Items have been delivered damaged. No response or help on what they sham of a company intend to do. Mariyah at their call center was beyond useless when I called to report the issue and ask how it would be resolved.
I'll now need to raise this with my credit card company to get my money back. Use another company!Nearly lost it, but sorted
the floor manager was blunt, wouldn't give his full name or wear a badge, and told me there was no refund policy. He even said he'd drop the furniture on my lawn whenever, which felt threatening; I've got an audio of him saying it. I pushed to cancel, he refused, so I left frustrated. Later that day their head office phoned, apologised and arranged a proper refund and re-delivery slot. It took a few days to sort, but they actually followed through. I was surprised and genuinely relieved — still annoyed by the in-store attitude, but grateful it was finally put right.
Regret buying the suite
Not worth it — the sofa looked smart in the showroom but the build was poor and the aftercare has been practically non-existent. Three days after delivery one chair leaned badly; we reported it and asked for collection under our consumer rights, but nothing happened. I first saw the set in their local store and later posted about the faults on a Facebook group, which turned out to have hundreds with the same complaints. An independent assessor found multiple faults, so it wasn’t just us. I’m annoyed and a bit let down, and we’re still waiting for a refund. Customer service were slow to respond and seemed defensive throughout.
Not the smooth makeover I imagined
Halfway through hanging the first coat I realised the wardrobe had been a saga from the start. I knew there was a long lead time when I ordered, so that wasn’t a shock, but when they installed it the drawers were wrong and wouldn’t open. Nine more weeks later they turned up with replacements, then said the doors were fitted the wrong way and fiddled with the bottom runner. After they left the doors rattle and slam shut — can’t use it properly. I’ve had a few calls to the shop, they said they’d speak to the fitters and ring me back. Four weeks on and nothing. It’s meant to be my bedroom’s tidy-up, but it’s become a daily frustration.
Bought for my dodgy back, got a saga instead
I went for this bed because my lower back was pleading for something sturdy — simple need, right? At first it felt fine, supportive enough, but the build has been a bit of a slow-motion disaster. They nicked the frame during assembly (yes, they did it), I ended up on the phone for hours and they offered £250 like that was the end of it. A year and a half later they swapped the piston, and the bloke who fixed it shrugged and said it hadn’t been put together properly so don’t expect miracles. After three years bolts started stripping — just poor quality. They bang on about a decades-long guarantee but then sneak in clauses that certain bits are only covered for two years. Customer service is clunky; I’ve phoned way too many times (honestly, the hold music knows me). It’s usable and comfy enough still, but you pay for promises more than consistency.
Mixed feelings but pleased overall
I bought a few pieces in October 2022 and I remember opening the boxes with proper excitement. The sofa looks great and the finish is nicer than in the pics. First impression was really good. One item arrived damaged and another had incorrect measurements, so I cancelled it. That part was a pain because I had to chase a refund. Calls were promised to be looked into, and it took far too long to get any resolution. Even so, the furniture itself works well in our living room. It's comfy and solid. Not perfect. Customer service clearly needs to be sharper, but if you can tolerate a bit of chasing, the products are worth it. Delivery team were polite, which did initially help a bit.
Disappointing follow-up on a decent buy
The mattress turned up when promised — that was straightforward — but after about 18 months there's a proper dip down the middle and that's made nights worse. We sleep on it every night, partner and me, normal use, no wild stuff, and it shouldn't sag like that so soon. I rang customer service about the advertised 20‑year guarantee and they basically pointed at some faint tan marks and said the guarantee didn't apply. We do use a cover, so it's not immaculate, but those marks don't explain the collapse in support. Delivery itself was ok, no drama, but the way the guarantee was handled felt dismissive and a bit bureaucratic. It's usable for naps or if you're not picky, but for the price I expected better and a proper resolution rather than excuses.
Warranty sounded solid — it wasn’t
the crew were rushed, dates changed, and the install left us sorting small issues ourselves. Not dramatic, but this felt like being sold a promise then handed paperwork you need a magnifying glass for. My advice: get everything in writing, check the small print and be wary of warranties that sound too good. A shame, because the piece itself is fine; it’s the aftercare that’s the problem.
Not worth the hassle
unpacked the new bed and the mattress smelled awful — like something dead in a drain, honestly. I tried the usual stuff, left it in a spare room with the window open for ages because the shop told me to air it, but the smell barely shifted after six weeks. The mattress itself is okay to lie on, feels supportive enough, but you can’t sleep when your room smells like that. The dining chairs looked fine from the outside, however one had two large brass screws poking up under the cushion — lucky I checked before sitting. Another chair literally snapped off its bracket when a friend sat down; quite dangerous. We’ve bought a fair amount from them over the years, some pieces have been fine, so this was a proper disappointment. Customer contact was flat: they kept saying it’s down to the supplier and not replacing things, so you end up chasing someone else. That passing-the-buck thing is the worst part. If you want something that just works and someone who’ll actually sort it, I’d think twice. It’s usable in parts but not what you expect for the price.
Bit annoyed after the Brighton sofa buy
I kept thinking about the cushion shape as I left the shop, which is a weird thing to notice, but it made me go ahead and buy the sofa last week. I had doubts at the till — mainly about fabric and where it was made — but the salesperson seemed pleasant so I thought, okay, go for it. Turned out those doubts didn’t disappear. I rang the store within the 48‑hour window to ask for a different material. They told me to leave a voicemail and that someone would call back. No call. I phoned again the next day. Same message. Eventually I did get through to customer support and was told I’d missed the deadline, even though I’d rung in time. They said they would check with the supplier in China, which surprised me because the seller hadn’t mentioned it was made there when I bought it. That felt like information I should have had up front. Anyway, they did look into changing the material but said it would cost extra. So the simple swap I hoped for wasn’t straightforward and I ended up repeating myself a few times on the phone, which was tiresome. First impression in-store was decent — staff were friendly — but the follow-up has been disappointing. I was planning to buy more from them, beds and a dining set, but I’m hesitating now. There’s still a tiny bit of hope they’ll make it right, but for now I’m reluctant to commit to more purchases.
Still waiting, frankly
motor gone, bits coming off, legs busted. I sent the hospital bed back earlier because I didn’t want to be stuck in that, which makes the timing even worse. I called customer services, told them my situation, they said a technician would be booked within 72 hours. That never happened. Then a week later I’m told it was never raised. Promised a visit Monday, nobody turned up. Promised again, they came to inspect only and said the bed was in a terrible state — four broken legs, exploded motor, casing from another bed stuck on it — and even they sounded surprised Furniture Village had delivered it like that.
What I kept coming back to was the no-shows; that’s the detail that’s been dragging this out. Every promise of a callback or a repair date vanished. Eventually they offered a refund on purchase and delivery once the bed was collected, which was unexpectedly sensible, so that was a small relief. But organising the collection has been just as bad — more promises, more silence. Meanwhile I’m sleeping in a chair, partner losing shifts waiting in, and I can’t afford another bed until the refund clears. It’s factual, tedious, and not what you expect for something that’s meant to help you sleep.Long haul, short sleep
it felt like a real bed again and I slept properly. It’s not perfect — the customer care could be miles better and the delay was a joke — but the product itself does what it should now.
Still waiting for a proper answer
I first saw this wardrobe on their website after a mate sent me the link. It looked solid in the photos and I liked the partially assembled option, figured it’d save some hassle. I rang the New Malden branch to order it. The person on the phone seemed helpful, sounded confident, so I went ahead. The wardrobe itself feels heavy and well made when you look at it close up, but you really notice how awkward it is to move once it’s out of the box — that bit matters more than you think. When the delivery team arrived (they turned out not to be employed by the shop), they tried to bring it upstairs and the side was visibly dented. They took photos and said they’d report it. That’s where things started to unravel. Suddenly it became an “access issue” rather than damage. They said it wouldn’t fit. The whole thing was frustrating because a large ottoman bed from the same place had been delivered without a problem a week earlier, so it wasn’t like my house was impossible to get into. The wardrobe went back to the depot. After that, the depot manager and the delivery company both disputed that there had been any damage. I’ve called the store dozens of times and been promised callbacks I never got. I even went into the local branch for help and was told there was nothing they could do because it would be “stealing” from another store. That felt wrong. I’m tired of chasing them for a refund or an exchange. I don’t hate the product itself — it would have been fine if it arrived undamaged — but the handling and the communication have been poor. It’s disappointing and a bit draining.
Still glad I bought it, but need help with the bed
sitting, lying down, trying to relax after a long day. I’ve rung after‑sales a few times since January and each time I’m told they’re waiting on parts from the manufacturer and that they’ll book an installation date when those parts arrive. That line is understandable, but the problem is no one has given a clear timescale and the updates have been sparse. I’ve worked in retail service before and I get supply chain delays, I really do, but I’d appreciate honesty and a realistic plan — even if it’s “we expect parts in six weeks” rather than radio silence. On the positive side, the people I’ve spoken to have been polite and tried to help, so that’s something. I’m sharing this because it feels like a design issue rather than misuse, and I’d hoped for either a fix or an acceptable alternative by now under consumer rights. It would mean a lot to get a proper timeline and to know who will fit the support — because I don’t want a bodge job, I want it done properly so we can sleep without worrying about our backs. A short, clear update would really calm things down.
3+2suite
Noticed after delivery 3seater back sitting high and would not clip in and chip on wooden front leg. You have to keep phoning them as they do not call back.sent someone out to take photographs and video and agreed faulty.later that day I could not believe when they phoned and offered me £100 to keep faulty suite and I refused.I do not know if this is an ageist thing or they think I am gullible to accept £100 for suite which cost over £2000.worst customer care in the country.
Look at the facts - many (not all) are having the same issue here on this review site. Our three seater recliner was delivered not fit for purpose - the two pieces would not clip together securely without the new 'complete' item wobbling excessively. Is that purchase worth thousands of pounds? In the real world - no. We paid in good faith for the After Care package too. Doesn't help the fact that the delivery team insisted that the item does not fit together and arranged for a 72-hour after care call. Call came and we could not verify who they are and, likewise, they could not verify who I was until the customer willingly and rigorously was purged of data for their purposes of customer verification. Now 72 Hours on - no one has visited as they shamelessly hide behind security protocol and verification to avoid the issue. These are the facts.
Table and chairs
Just lied to us found out a week later.was told delivery was 7 days so we sold our set cheap.now a 5 week delay for an item that was in stock when we ordered how can that be so.
Customer service is their any.no wonder people abandon the high street for online.
About Furniture Village
You cannot live in a home without some comfortable furniture to sit on, eat at and sleep in. But where can you find such furniture? There is a wide variety of furniture shops, so the choice is not always easy. One of the shops that you can visit is Furniture Village. But what kind of quality is to be expected from their beds? How sturdy will their tables be? Will their sofas last for years? How will they manage the delivery? And do they have a customer service that wants to help customers to make sure they walk out a happy customer? Before you decide to shop at Furniture Village, first read the reviews written by customers that have already bought items at Furniture Village. Their experiences and opinions can inform you of everything you might need or want to not beforehand. After that, you can make an informed decision about visiting this shop or not.
About Furniture Village
Furniture Village is a furniture shop. They offer sofas and armchairs like recliner sofas, 4 seater sofas, swivel chairs, corner sofas, 2 seater sofas, wingback chairs, sofa beds, 3 seater sofas, fabric sofas, Chesterfield sofas, modular sofas, riser recliners, cuddle chairs, leather armchairs, fabric footstools, leather footstools and more. For your living room, they offer the aforementioned sofas and chairs, but also coffee tables, nests of tables, side tables and desks and chairs for your home office. In their dining room section you can find display cabinets, oak TV units, oak sidevboards, bookcases, shelves, glass dining sets, table & 4 chairs, wooden chairs, high glass dining tables, marble dining tables, wooden dining tales and more. And for your bedroom they offer Ottomans, bed frames, king size beds, single beds, double beds, guest beds, roll up mattresses, memory foam mattresses, dressing fables, chest of drawers, bedside cabinets and children’s furniture.
Services of Furniture Village
You can order furniture form Furniture Village by placing an order on their website. Furniture Village will send and deliver the items right to your home. They offer regular delivery service, but also premium delivery service. This premium delivery service often includes installation of the furniture. If you are a new customer, they give you £25 off on the first order that you place on their website. If you want to even need to contact their customer service, you can reach them via telephone, but it’s also possible to send them a message via their online form.
Complaints, Compliments and Tips for Furniture Village
Does your home already contain furniture from Furniture Village? If that is the case, then we would like to know everything you feel willing to share about this company. How did they manage the delivery? What is your opinion on the product itself? How comfortable are their beds? Are their tables sturdy enough for your household? What kind of customer service do they provide? Would you shop at Furniture Village again? Share your experience and opinion by writing a customer review and posting it on BritainReview.
How sturdy is the furniture from Furniture Village? Read customer reviews about their sofas, beds, wardobes, tables, recliner chairs & kid's furniture
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Online shopping | Homeware Reviews & Experiences | Children & Baby Reviews & Experiences
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Last update: December 2025
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Review with most votes
I Stubbornly recommend Furnitu
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 neig... Read onBy: Darwin Woods