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“Poor after-care service”

written by Imran79 on 29/07/2020

We ordered a bed frame and mattress 6 weeks ago from the Watford branch. Service in the store was good and was told both items would arrive by 6 weeks.

After 5 weeks had passed, I called to ask when the delivery would be as it was getting close and then was told that there would be a delay in my mattress by a few weeks.This was worrying for me as my wife was 7.5 months pregnant at the time and didn't want her sleeping on the floor without a mattress!

I then called again the day after to see if the delay could be reduced some how but didn't get through to the salesperson that originally dealt with our sale, I had left a message. A day later on a Monday we went into the store to ask about the mattress and then we were told the mattress provider had gone out of business and in a condescending tone was told "didn't you get the letter on Saturday letting you know" which seemed odd as Saturday was only 2 before and this information contradicted what I was told over the phone a few days before.

What really annoyed us was that we were then told that we have a choice of only 2 mattresses in store which we can have, when we went up they then told us actually one has been just been sold so it's only the one option...one option to only choose from after the hassle! There was no apology or option to upgrade or for them to cover costs on any of the other mattresses dotted around the store, appalling! We tried it and didn't like it as it was too soft. Luckily they seemed to all of a sudden find another mattress and then we decided to go with that as it was better and similar to what we originally chose.

Our salesperson said they would send the mattress to the distribution centre and they would arrange a delivery for both mattress and bed frame, a couple of days went by and I didn't hear from anyone, then called the distribution centre who said they would call me back and they never did. I called the distribution centre back and then they told me to call the store as they had received different delivery instructions from them to what I was told. I called the store a couple of times over 2 days and left messages to find out delivery dates but didn't hear back. Eventually, I got through to the salesperson who had been dealing with our sale and he was extremely rude and annoyed that we were chasing him to find out what was going on..

We weren't asking for much, simply a confirmation of delivery details. We were just moving home and with my wife being pregnant we just wanted clear dates and plans.

The bed frame and mattress arrived when we were told it would, the guys who delivered it were great but after they left, I noticed a huge scratch on our brand new wooden floor which was placed just the day before!

Extremely disappointed with our after sales experience with Furniture Village, once the sale was completed and they got their money it felt they didn't care what happened after and also left with a nasty scratch on our brand new floor. Not happy!