Furniture Village - Web Sales Reviews 11

Kiran was very professional easy to talk to and was very helpful sorting out my problem five star thanks Kiran 👍

Katie was professional polite and super helpful. Not only am I assured of buying the right products for the right price it is supported by outstanding service. Thank you.

Spoke to Grant @ SOUTHAMPTON shop just over a week ago, he was extremely helpful, new his job very well. We said we would be back once we had checked measurements etc.
Unfortunately, we went back today and store was closed, so we went back home and logged on to web site.
Found web site very easy to negotiate, placed order easily and communications were excellent.
FV is always our 1st port of call for non-electrical furniture.

I bought a kitchen set from Furniture Village in 2021. Out of four chairs, one broke after 3 years and another after 4 years, both at the leg joints.

They advertise a 20-year structural warranty, which is why I trusted them. But now they refuse to take responsibility and instead offer completely unreasonable “solutions” that do nothing to fix the real problem.

What a shame! This brand does not stand behind its promises and is definitely not reliable.

From very helpful Order in the shop, to the point of careful delivery by Stacey & Fabian, everything was excellent. We love our choice of sofas too, great quality materials and well made.

We ordered a rug from FV online.
A few days later we received a message stating the item would be delivered the following day. It did not arrive and after much anxiety wondering if we had been scammed eventually after a few phone calls we heard that the supplier had made an error and the goods would arrive after 4 months!
We cancelled but FV was not even willing to consider any compensation for all the anxiety and inconvenience caused.
Their response was very curt *compensation will not be paid"
Disgusting attitude and we will not be using them again!
The reply from FV is a complete red herring! It's there to fool people into thinking that they care. I have contacted them as requested but no one has got back to me! Why does Trust Pilot tolerate such deception?

After an initially difficult experience, Abbs the customer Retention manager took over. He was fantastic and dealt my issues quickly and sympathetically. He's an asset to the company.

This is for advisor Mariyah on the online chat - we had an issue with delivery in May and no exchange was coming so we decided to return the whole order. This created a new waiting period - after two plus weeks I spoke with Mariyah who arranged a call for collection whilst we were on chat. Unfortunately the other team members were not so helpful; we had to constantly chase updates and each solution we suggested was denied. We loved the item but the service overall has really let us down.

My partner Ordered online a graphite rug for her living room when it arrived it was the wrong colour ! She was sent a Tungsten colour even though on her receipt it clearly says GRAPHITE when speaking to the advisor, after numerous emails and pictures sent, she was told that basically there was nothing that could be done and an investigation had to take place !! It was supposed to be a gift, ordered in plenty of time !! Why should an investigation be needed when clearly the wrong colour was sent ? All that was needed was the right colour to be sent and the wrong one picked up , NOT THAT DIFFICULT!! you would have thought but no !! £149 + £10 postage out of pocket and now she has to return it to the shop to no doubt argue and waste time ! Customer service was shocking and no resolution was made and at a cost to my partner.
So if she ordered a white settee and a red one turned up she would just have to put up with it
Totally shocking customer service from a supposedly reputable company
Disgusting!!!

The reviews on here so far are before people have had their furniture delivered. The sales people strongly request that you leave a review on line after purchase, obviously to increase positive comments. The sales people are very professional, knowledgeable and helpful. But after purchase is where this stops. What is delivered is not what you order, in quality build and the leather used (if it even is leather)
We had to borrow for a family member to pay for our sofas, which now need to be thrown.
I have fibromyalgia and the discomfort and stress from this purchase is making my condition worse.
Please please Furniture Village, help me and your other customers with my genuine and founded concerns with my purchase. £4000 is a lot to spend. My furniture is usually kept for over 10 years. Within 6 months this one needs replacing.
We looked at so many different manufacturers, and feel utterly cheated with what we have received. Please assist me with a refund so I can buy a product fit for its purpose. I’m spending most time in bed now as they are so uncomfortable.

If you are reading and think I am just a complainer, look up the Facebook group Let down by furniture village and have your say.

This is by far not an isolated incident

Do not touch this company with a barge pole.

My most recent email:

Subject: Faulty furniture not fit for purpose.

Dear sir/madam
We purchased 2 leather sofas from FV which were delivered in January 2023.
Within under 6 months the Seatee’s were peeling terribly, even though they had been permanently covered with soft throws.
There was not enough padding throughout, in particular the leg rests.
They have deteristed even further with totally collapsed areas.
Your repair team has allready been out twice.
The First Gentleman said his partner had just died, so I didn’t want to complain about him after his visit, and sofas still not padded enough, worn and cracked leather, noisy mechanisms, phone charging sockets not working, sofas not joined together or even.
The repair person added more padding to one of the foot rests, but this has since completely collapsed with absolutely zero filing or strength.
We paid a premium for quality sofas and leather, we asked for hard wearing leather as we keep our furniture for around 10 years.
I have never had such a poor quality badly made and uncomfortable furniture.
We spent days looking for a quality and comfortable recliner Seatee’s. It does not smell like leather, it does not feel at all like the model we tried on display in the Thurrock Store. The sales assistant told us that this sofa would last and that it was a quality leather that was hard wearing.
We purposely did not buy cheap as we wanted a quality comfortable long lasting product.
I suffer from a disability called Fibromyalgia, discomfort and stress increases my pain and worsens my mobility.
I am now having to spend more time in bed as of the pain and discomfort that this furniture is causing me.
Please help me with obtaining a refund.
This has been going on for over a year and a half.
I was asked to obtain an independent report, which I have not got the money for.
I had to borrow from a family member for the purchase and I am paying this back over 5 years.
This has been left for a while now as of a family bereavement and my father’s hospitalisation and dementia, but this is causing me stress and discomfort so I just now resolve this as I need new sofas that are fit for the intended purchase.
Do you belong to a dispute resolution scheme?
I would like to request a full refund please at your earliest convenience. The furniture is going to need to go into storage, which I will be adding to the cost of a claim if I need to pursue threw the court. So many poor reviews and complaints on line for FV, I wish I had read these before making this mistake.

Kind regards

Ellie-Kym Moore was extremely professional and helpful - my query was concluded satisfactorily.