Furniture Village www.furniturevillage.co.uk Review

Overall Rating

I have never written a review but I am so annoyed after dealing with Furniture Village, I felt I just had to warn people about their poor service and quality of goods. Bear with me, it's a long one...

I ordered a 3 seater and 2 seater sofa in the alpha range. Got the usual hard sell on the insurance (waste of money and VERY expensive and despite me refusing several times, they insisted on trying) but my main issue at the time of ordering was the size of the 3 seater and whether it would fit in my house. I was told (and ensured it was written into my order) that delivery would be in 2 weeks time so if the sofa did not fit, I could change it for another style and would not be charged for a second delivery. Great I thought, only 2 weeks wasted if it doesn't fit.

Surprise surprise, 6 weeks later still no sofa, I had to chase the store several times. It was agreed that the delivery men would ring me half an hour before delivery, which they did. However when I arrived home just 15 minutes after they rang, they were already in my house courtesy of my son, 3 seater sofa in place and a grim looking delivery man began to shout at me and ask what I thought I was doing ordering a sofa of that size. They had knocked my smoke alarm off the ceiling aswell. I complained to the store about the way I had been spoken to and also that they had not made the delivery driver aware that the sofa was to be returned if it was a struggle to get into the house.

A week later, I noticed that the 2 seater sofa had deleloped a severe "wrinkling" in the leather. Furniture Village sent someone out 2 days later, and it was confirmed that the leather was faulty and I was told a new cushion would be ordered. It is worth noting that my matching footstool was still not in stock, so they decided they would deliver the new cushion at the same time as the footstool.

After a further 4 weeks I rang them asking what the delay was. I was told that both were in stock and they had forgotten to ring me. In the meantime the wrinkling of the leather had started on the 3 seater sofa, and it was also starting to creak very loudly. Rather than have a new cushion for that sofa too, I asked whether I could just change the sofa for another range. This was agreed.

Some 6 weeks, 4 telephone calls and 2 visits to the store since this agreement, I have today had the conversation with Furniture Vilage which has caused me to write this review. I chose a range which was on offer for £795 and have requested they pay me back the difference. They have agreed to this but want to charge me another £49 for delivery! They fail to see my point that I should not have to pay to have a faulty sofa replaced. In fact they said to me that I should pay it because, after all, I had had use of this sofa in the meantime!! After that comment, I told them to refund all of my money and come and collect this sofa as soon as possible. I also said I intended to speak with Trading Standards and I was told to "go ahead".

They agreed to pay for a replacement smoke alarm, however asked me to wait 12 weeks until the new sofa is delivered. So 3 months putting our lives at risk is ok in their eyes.

In addition, there is a staff member in the shop who runs around interrupting other members of staff while they are serving with no apology to the customer. This happened to me 3 times while in the store and I find it very rude.

Avoid this store at all costs, they give you false delivery dates then fail to call you back when you leave messages. Furniture Village have made me feel like I am to blame for their poor service and faulty sofas.