Furniture Village - New Malden Reviews 1,534

I bought a sofa this afternoon and was served by Hasi. I was close to purchasing it online, but I’m glad I made the trip to the store. Hasi explained the features of the sofas we were considering really well - he was informative but never pushy. He took the time to walk us through the different materials and colours, and I appreciated that he went to find the fabric swatch book for us. I’ll definitely come back to this store to find him when I want to purchase something in the future!

Ross made a great customer service.
He knows what he’s doing.

Returned for a replacement bed after visiting last Autumn. Had shortlisted mattresses to try with it. Was greeted by Mahdi who was friendly knowledgeable about their product range and found extra information I needed to double check on their tablet. Excellent Customer Service without the pushiness some Sales Consultants have. He went the extra mile and I placed the order for a really comfortable double ottoman end gas lift bed with the fabric almost identical to my existing one and the perfect mattress with the protector. He's taking care of the old bed and mattress removal, delivery and fixing of the new bed to the bedroom and mattress too really soon. Would highly recommend Madhi and Furniture Village based on experience thus far.

Amazing sales person Jonny, friendly and helpful.

Excellent service from Joel!

We purchased a new bed,headboard and matress £2500 initially very happy then 1 of the draw bottoms fell out they promised a new draw would be delivered unpacked fitted and all materials removed! We came home from are sons birthday at 10.30pm and found it left on our doorstep in the rain. We then had to arrange collection which was a nightmare.then the other draw gave and the above was repeated. Overall in store staff was great matress great headboard and bed frame fine draws very poor quality and aftersales dreadfull.
Think twice before buying from furniture village

Joel was very helpful and attentive ensuring we purchased exactly what we were looking for. Lovely cuppa too!

Bought our dinning table from this branch. Ross was extremely helpful and patient with all our questions. Very happy with our purchase.

In October 2025, I visited your New Malden branch and purchased a 3-seater Shackleton Chesterfield sofa (Order No. 459351051). Before placing the order, I specifically asked the salesman what would happen if the sofa did not fit into my home, as my staircase is close to the living room door. I was confidently assured that this would not be an issue because the sofa came in two parts.
However, when the sofa was delivered in December, the delivery team dismantled and removed my existing sofa—destroying it in the process—only to then discover that the new sofa would not fit into the room. This left me without any sofa at all, just days before Christmas, when I was due to host my family. As a single mother of three, I had no choice but to bring in my garden furniture for my children to sit on. It has been extremely uncomfortable and is not suitable for everyday use, and it has deteriorated as a result.
I returned to the New Malden showroom and spoke to Shahid, the General Manager. He apologised, and I provided photos and full measurements of my hallway, doorway, and living room. After spending considerable time reviewing the dimensions together, he assured me that the Wallace Chesterfield—due to its smaller arms—would definitely fit. Based on his reassurance, I placed a second order.
After waiting another 12 weeks, the replacement sofa arrived in mid-March, only for the delivery team to find that this sofa also did not fit. I attempted to contact Shahid, only to be told he was away and that no one else could assist me.
I have now been without a sofa since last year, which is completely unacceptable—especially with three young children. When I visited the showroom again this week, I was issued a refund of my deposit, accompanied by a half hearted apology and a suggestion that I return only if I want to purchase anything other than a sofa. This response was dismissive and deeply disappointing.
To make matters worse, the finance company has taken a payment for a sofa I never received, despite assurances that this would be cancelled. I attempted once again to contact Shahid, only to be told he is on holiday and that no one else can help.
The level of service, care, and accountability I have experienced from Furniture Village has been extremely poor. I am upset, frustrated, and shocked that after months of inconvenience, significant wasted time, and repeated assurances, I am still without a resolution.
Based on my experience, I cannot recommend Furniture Village under any circumstances.

We recently purchased a corner sofa from here and had a great experience from start to finish. James assisted us and was extremely friendly, professional, and helpful throughout the process. The customer service was excellent and everything went very smoothly.

From the moment we walked through the door, we felt very welcome and well looked after. Overall, a very positive experience.

Thank you.

James provided great customer care with a friendly yet professional service.
He was clear and thorough when we asked questions about products we were interested in. We felt well looked after!

Matt & Shaun delivered and set up our new sofa today. They were efficient and fast, but also polite and careful. Everything done perfectly and they took away all the packaging for recycling. 5 stars!

Emil needs a pay rise. I just came to buy a sofa but I also had the privilege getting to know him. He is kind, attentive and fun to be around. Everyone needs an Emil in their lives.

James S at New Malden was brilliant at helping us select the sofa , the end to end process was smooth

Around the New Year period of 2026, near Christmas time, we visited the Furniture Village store located in New Malden. We started browsing and spoke with one of the staff members, Mr. Mehdi. We ordered a piece of furniture, but after returning home, we contacted them to say we wanted to change it to something different. Mr. Mehdi told us to come back to the store, saying he would fix it.

When we returned, at first he said it wasn’t possible. Then he spoke with his manager, Mr. Shahid, who also said it couldn’t be done, claiming more than three days had passed. In reality, it had not been three days, and Boxing Day (a holiday) shouldn’t have counted. They put a lot of pressure on us, saying “no” repeatedly. My mother felt very unwell during this, sitting down on a sofa for a few minutes. Once they saw that, they said, “Fine, we’ll sort it.”

Later, I noticed the price of the sofa had dropped. I went back and mentioned that we had originally been given a discount (the price was £1250). I told them I found the same sofa online for £900 with a recliner. Initially, they denied it, but eventually, they agreed and reduced the price. However, after I went home, they called and said they couldn’t both offer the discount and honor the online price match. We accepted that to move on.

A couple of days before the delivery, they called us and said we needed to settle the remaining balance. When we arrived, we were told we needed to pay £950 instead of the expected £700. After a lot of back-and-forth, they reduced it to £800. I wasn’t happy, as we had agreed on £700. During all this, Mr. Shahid, the manager, disappeared. Mr. Mehdi went to talk to him, but instead came back saying he was eating. He never actually spoke to the manager.

They told us lie after lie. I became exhausted and just wanted to pay and leave. In my experience, this business is filled with dishonesty and shady practices. I will never return, and I don’t want anything to do with them again. From the start, they lacked honesty and transparency. At one point, they said we needed to pay for delivery, then they said it was included, then not included. They kept raising the cost, talking about insurance we never bought. They didn’t show us a contract until three months after we ordered. Even when I complained after paying, Mr. Shahid told me, “Because you’re from the Middle East, I’ll sort it,” but the extra money was never returned.

I am deeply dissatisfied with this purchase, with the staff’s conduct, the lack of transparency, the lies, and the overall experience. I didn’t want to write a review, but I decided to, so others can avoid what happened to us.

Thank you to Ross Peckham, his gentle manner guided us threw the many beds to choose from. As we got to know and trust him, we opened up about why we were there,we had lost everything in a house fire and we needed to replace them. He was very understanding,calm and patient as we went from one thing to the next. He read the room, gave us space when needed but also felt comfortable to make suggestions. In the end we were able to order all that we required and almost 4 hours later,we left relieved that we had accomplished everything that was needed under one room.

After a horrendous shopping experience at HSL Tolworth trying to chose a chair for my 82 year old father, we popped into Furniture Village, New Malden on the off chance we could find something comfortable which could be delivered quickly (my dad has terminal bowel cancer). Jonny greeted us at the door and was an absolute superstar. Found us a chair at a reasonable price and arranged for delivery tomorrow. What a lovely guy 😊

Jonny was really friendly and helpful and helped us find the perfect sofa

We were welcomed into the store & given time to look round on our own without hassle. As we knew, quite precisely, what we were after we were pleased to talk with the salesman & he gave advice which was very clear. We were pleased to order a new sofa.

Fabulous service from James at Kingston Branch.
Very pleased with our choice and his patience.