Furniture Village - Nottingham Reviews 1,605

5 Months, 5 months is the length of time I’ve had to deal with drama after drama with these guys.

In November, I ordered a bed in store. Customer service was great, no complaints. They even offered me the opportunity to apply for a job!

3 weeks later, the bed was delivered whilst I was at work, I came home to the headboard and bed frame being 2 different colours????

I was on the phone straight away, and after 4 weeks, it took me having to go into the store to have it resolved.

The bed was then re-delivered a month later, In the right colour *yay*. NOT. Well, what would you know, the lights in the headboard (yes LED lights) are broke on one side. Not to worry, the fitter had already contacted the customer care team to get in touch.

Right, stick a pin in that for now.

During this ordeal, I was in the process of moving out, so giving them the benefit of the doubt, I opted to order myself a new sofa with them. Again, no issue with the service. Happy with the sofa, happy with the team.
However, we had ordered some cushions for our new sofa at the same time, these were displayed on the showroom model (which is the sofa we had ordered). £100 on four cushions. On the order it showed the cushions being ‘silver’, when it was obvious they were beige. Weird?

Both myself and my mother in law questioned this, where we were then reassured that they are the correct colour code. Sure, take my money.

Then…. These cushions, not only get delivered to my new address (new build site, not lived in) they come in the wrong colour. Oh, and what was that colour? SILVER 🔫🔫🔫

Again, I call, I message and I go into store. Problem is somewhat resolved, after some explanation that apparently the colour code has changed. Even though this was raised on order 🤣 The cushions then get delivered, again, different to what we ordered. Different colour. I’ve given up at this point.

Okay, so now our sofa has come 🙂

It’s damaged…

It also sounds broken…

So now I’m having to deal with the customer care team. These guys have called me about 5 times. Okay, this may seem like they’re helping. NOPE. Every time I get a phone call, it’s the same question, “has the technician contacted you about fixing your light in the head board?”, no, “okay, I’ll follow this up”.

The new bed was delivered at the beginning of Feb. It is now April. Are my light fixed? No.

I have also sent an email, with a video and showing the damage to my sofa. Any response? No!
I tell this to the customer service team. “We’ll look into this” it’s now been 2 weeks.

Honestly, it’s laughable at this point.
I work in sales, and never have I ever, seen so much negligence from a company.

It’s ridiculous. I have spent around £6k with these and I am, getting passed around and disregarded.

For 5 months I have been nice, understanding and said that mistakes happen. Because they do. But it’s not just the mistakes, it’s the handling of the issue which is the problem.

Furniture village need to review their whole process, and maybe they wouldn’t have to deal with, problems after problems. Where is the communication!!!

I am now stuck, and don’t know what to do. Do I have to convert myself into a Karen to get this sorted. Because I think that is the extremes I will need to go to at this rate.

Tread lightly, before you let them take your money :)

Nick Cameron was extremely helpful and I was extremely impressed with him. Will be buying again from Furniture Village

Delivery service by a James and Dan was exemplary. Turned up as advised, they took the time to protect my carpets, removed their shoes and also gave me a demonstration before leaving. Great service and a fantastic product - FV Hollywood range.

Customer service has been dreadful. We placed our order in October and it is still not right. One of our sideboards (Earth range) was delivered with a door that had been fitted upside down in February and it has not been replaced yet. No one cares.

A massive thank you to Stewart for helping us to choose new dining chairs and some art work. We have purchased from furniture village and Stewart many many times over the years, wouldn’t go anywhere else the service from Stewart and quality of product is outstanding. All of our furniture village furniture has surpassed expectations and the longevity is unbelievable. I don’t mind paying a bit more to get quality but to be honest I find furniture village very competitive and we are always looked after. A massive massive thank you to the whole Nottingham team

Very good at selling..appalling at customer service.Store manager abrupt,rude.
After care stay clear non existant,be prepared to go as far as me court action
Stay well away from this company.

Lynne was very friendly, helpful and knowledgeable. Very happy with our choice of furniture

Great service from Nick and was very helpful . He made it all very easy. Took his time to explain and

Really enjoyed a ‘no hassle’ browsing experience.
Nick our rep was brilliant and very accommodating. Couldn’t do enough.
Highly recommended

Furniture Village have been so helpful and everything they helped me with went incredibly smoothly and on time. Can highly recommend them

We went to get a bed and ended up buying a dining set, sofa and a bedframe with mattress. Manager never said anything about the difficulty of getting the bedframe up the stairs. He was only interested in the commission. Dining and sofa was delivered with ease. On bed delivery day they couldn’t get it upstairs and we were blamed for not reading the small prints. Charged £250! Had to go in store to order another. As soon as we got home we realised that the frame was much bigger than the space available in our room. Tried calling furniture village immediately but the manager was away for a few days. We went in to store and was told the same thing. When he finally called us we were again charged over £300! Furniture village took no responsibility whatsoever and we’re so disappointed!
Never again!
I should have gone to Wayfair!
Three months and still don’t have a bed!! No apologies whatsoever. Heaping the blame on the customer. Manager never said a word about measuring up before delivery.

Nick Cameron was super helpful in advising us on beds and mattresses. Also entertaining our excitable toddler whilst we explored the storeroom. Thanks you

Friendly salesman , not pushy !

Very helpful staff, we weren't pressured into buying anything plus the item we ordered came earlier than expected so very happy.

A very good range of various types of beds which were well explained by the sales consultant Nick Cameron. He took his time and clearly explained the differences

Would prefer ‘no stars’ at all.
Already posted on here but thought I’d give an update.
9 months on.. chasing with emails.. told that because there’s is no fault with the springs or frame.. we do not have a leg to stand on..
Our suite arrived ‘not at all up to the Satisfactory standard we expected’.
Which is durability, in other words ‘how long it lasts’.
As a good will gesture, Furniture Village said that ‘they would do all they could to make this happen..
As l have already stated, we are 9 months on, nothing have changed & we are
now being ignored…
The Consumers Rights Act 2015 states that goods ‘Must be of a Satisfactory Quality, fit for purpose, as described’.
But not with Furniture Village.. they are a only interested in the frame & springs..
If l could post photographs on here, l would..

The two delivery lads were very careful with the handling of the sofa, and helpful in explaining how the mechanisms worked once the sofa was unpacked. They also wore protective covers over their shoes when inside the property.

If it was possible to give a 0 rating then I would..nottingham castle marina staff are appalling, with the exception of lynne and nick..
The manager I have no idea how he got the job..so disinterested in anything a customer has to say and a special mention to David.. the rudest member of staff ever.
I purchased a sofa, paid in full for it..a friend happened to visit the store a week later and there was MY sofa, still on shop floor, not cordoned off covered up or even marked as sold! It was still accessible to anybody to lie on or any child or adult putting there potentially grubby hands on it..
My partner went in to complain and was basically humiliated by David.. so much so that other customers were staring over and it was only when nick intervened that David walked away.
I contacted head office and was told as I had paid for the sofa it should be removed from shop floor immediately.
I attended the store myself to ask for it to be removed to somewhere safe..
The manager was not at all interested even when I told and showed him the communication from head office..he just ignored me and continued to look at his laptop..he said he didn't care what head office said and basically told me to go away..
My sofa remained on the shop floor for another 2 weeks..
The customer service of both the manager and David was absolutely awful..
I could go on further like the manager said the sofa would only be delivered in the evening..I said that's no good as I have an illness and have to be in bed by 6pm..again he just looked at me like I was something that was stuck to the bottom of his shoe.
I will never use this store ever again.
On a positive the delivery men were lovely..very helpful and kept me fully informed of when the sofa would arrive..so high 5 to the delivery side.
If you are thinking of shopping at this store please ask for lynne or nick as they were the only people who were of any help!!.

We have got to wait 9weeks for delivery/ let’s hope its no longer / we shall pass judgement then/ thank you.

I was looking for a nice rug quite large in size and good quality, came across one here. David was very helpful and it was ordered in minutes.