Furniture Village - Bristol — Hotel in Great Britain

I never complain about companies nor do I leave bad reviews but Furniture Village have left me with no choice! We paid them over £1500 in the middle of April 2021 the furniture was delivered nearly 12 weeks later (2 weeks later than stated to us at point of sale) but that’s ok.. until the delivery guys couldn’t put the table together as none of the holes lined up AND a bench was split.. but yet again that’s ok we’re understanding people.. after countless unanswered phone calls and messages left in order to sort the issues out Tony eventually called back and offered a ‘loan’ table as we need to wait another 10 weeks for our replacement table.. more phone calls had to be made 2 weeks later to chase the ‘loan table’… eventually it was supposed to arrive last Tuesday and guess what… it didn’t arrive! My patience has diminished, I’m fed up of hearing the answer machine message that says ‘we aim to get back to you within 24 hours, that doesn’t happen.. absolutely atrocious after sales customer care! We are 15 weeks down the line furniture village.. where’s my table?? Failing that, where’s my money?!!!

UPDATE

So a further 12 or so weeks down the line our second dining set arrived, unfortunately I wasn’t home to take delivery but my teenage son was, on my arrival home I couldn’t believe my eyes when I seen that the furniture was still in boxes and hadn’t been put together, this is something that furniture village stipulate that they do! After many phone calls trying to speak to an actual person instead of an answer machine I was told that it could be a couple of weeks before they could get someone back out to put it together so my husband ended up doing it. So that’s great! My furniture has arrived, it’s all in place and looks smashing….. WAIT!!!! 2 months down the line we realise the table is riddled with woodworm and being eaten away in front of our eyes!! It took 3 weeks for furniture village to get an assessor out to us, he deemed it urgent to get it out of the house, but in true furniture village style it was a further fortnight before it was removed and a further week after that until I had my full refund. Furniture village shouldn’t be allowed to trade, completely incompetent from...

As most do ordered the sofa and awaiting for the call to let us know when we were due to get our new £3k+ sofa, we had a phone call that our sofa would be delivered the next day, so we needed to make room and get rid of the old sofa, i took it outside and cut it up to take to the tip, then i have a phone call back saying sorry we made a mistake its not tomorrow its August... we were in june...... so i explained that now we no sofas.. they said sorry but nothing they could do.... i had to take it further and after a number of phone calls and visit to the store to speak to the manager and regional manager i got them to agree to supply some temp sofas, however i said they need to be modular to fit in the house as one of the door way was tight.. they sent a sofa which was to big and while trying to force it in they destroyed a door frame, and had to take the sofa away...so now another sofa was being sent, so need to take another days holiday to be home for this delivery...we now needed to get furniture village to sort the damage of the door frame out, so one person out to look at the damage and then anther person to fix it, even that took a few attempts because they didn't show up on the agreed day.. Eventually the sofa did arrive, and all was well for a while, until the charging unit in for phone have stopped working, so a repair gent came out and said we need to order it but will be 10 days, that was may 2022 - The unit just arrived, i call them up to find out when they will be here to repair the unit, turns out it is my responsibility to call them to arrange for them to call me back (in 48 hours) to arrange or the engineers appointment. since then we have had screws fail out underneath the sofa and while on this call the the aftercare team i said they need to come and sort this issue.. the aftercare team said they cant help i need to email another department to deal with that.... its a complete joke of customer service SO far its 5 days off work to be home to sort these issues out...and still have issues to...

If I could give a minus 10 rating I would. We bought an oak table from FV in May and also paid extra for an extension leaf. When I placed the extension leaf on the table the colour was completely different colour wood. It stood out like a sore thumb and looked ridiculous. When I called their diabolical customer services department they were so unhelpful and fobbed me off with excuses that all wood is different. Strange when I have bought furniture from Next and Oak furnitureland and the extension leaves have all matched perfectly. I did not accept their excuse and rang again and they were supposed to be sending my photos to the supplier and we’re going to call me back in a few days. After 9 days and no contact I rang again. This time I was told they did not have a response from their manufacturer and that they had lost my photos!!!! Then I was told that I need to leave it out in the air and the leaf will miraculously change colour. Please do not insult my intelligence. The leaf has been out on the table for nearly a week and as you would expect the colour is exactly as it was. A million miles off the colour of the table.

I asked for the CEOs email address and their complaints dept and had sent both an email. I received an email back from a Customer Escalations Suoervisor who was also super unhelpful and basically told me that the colour would change on its own

I am now going to go through the small claims court as I have been midsold a faulty product and have not been offered any replacement or refund as I should be under the Consumer Rights Act.

DO NOT BUY FROM FURNITURE VILLAGE they are a bunch of cowboys. Quite happy to take your money but if there is anything wrong kiss goodbye to any help or resolution to your problems. They’ve had your money and that’s all they care about. Disgusting way to operate a business. ...