Furniture Village - Taunton — Hotel in Great Britain

Disappointing I'm afraid. We ordered a new King sized mattress and a Corndell bed frame from the Taunton store on the 21st of June 2019 and we didn't get something we were satisfied with until the 9th of January 2020. When we made the purchase the store explained that it didn't have a frame in stock we could look at so we ordered one at the showroom on their internet selection menu, we were assured that it was suitable for a king size mattress. 6 weeks later Corndell rang us and organized a day to deliver the bed, we consequently arranged the removal of our old bed and mattress to coincide with their delivery. The bed frame duly arrived, but not the mattress. We rang Furniture Village to see what had happened to the mattress and were told that they couldn't deliver it until the following Thursday. We were offered hotel accommodation by the store manager but declined. As we'd just disposed of our old king size and mattress we had no bed until 4 days later. On inspection the bed frame woodwork was cracked and damaged in places and there was also a brown stain on the fabric headboard. Along with that there were some parts missing so it couldn't be fully assembled. When the mattress did arrive we were surprised to see a 7 cm gap all the way around the mattress so with the bed made up you could still see the floor between the mattress and the frame? Initially when we rang the Taunton store they said that we'd have to take up the problem with Corndell I reminded them that we were Furniture Village's customer and Corndell only a supplier to the store it was up to them to sort the problem out. We sent Furniture Village photos demonstrating the problems we'd encountered. We had some discussion with the store about the dimensional mismatch of mattress and bed frame and ordered eventually another frame. James the store manager assured us that he would "sort it out" and we'd be compensated for our trouble. About 4 weeks later a new frame arrived. It had all the parts and no damage but was still larger than the mattress so we contacted the store again and arranged a meeting with James. We drove into Taunton to see James. He showed us another Corndell frame and yet again it was clearly too big for the king size mattress. "They always make them big" we were told. Unimpressed we were then told that we could order any replacement frame from the store stock or from online. We didn't see anything in the store that was suitable so went home and looked at the online stock. We picked a similar style and checked the dimensions to make sure it would fit the mattress. We emailed through our order and were a bit surprised when we received a call from James saying that we'd have to pay the difference in price which amounted to a few hundred pounds. My wife replied that she didn't see why we were being expected to pay more after the inconvenience we'd been put through and reminded James that we'd been offered hotel accommodation which we'd declined but perhaps we should have accepted, and compensation too. We'd also been told that we could order any other frame and price difference wasn't mentioned. Eventually after threatening to send both bed and mattress back and canceling our complete order we agreed to pay an additional £100. The replacement frame was due to be delivered on January 9th but that morning I received a call from the Taunton store saying that unless we paid them the price difference immediately over the phone the warehouse in Bristol wouldn't release the frame. They also asked for £150 instead of £100. They got £100. Summery; Furniture Village passing their quality control to sub-contractors was a major factor to the problem and not coordinating deliveries with that contractor contributed to the issue. In all we spent over 5 months, numerous phone calls, emails and visits to the store attempting to sort out a problem of Furniture Village and their frame contractor's maker. We eventually ended up with a different bed frame to what we wanted, had considerable inconvenience...

Mistake after mistake and lie after lie

Honestly stay away the staff are terrible and to lie the way they do is just odd. Won’t be surprised if the tauton branch isn’t around for much longer

Jack 1/10 James (manager) 1/10

We bought a corner sofa back in October last year for delivery in December, we rang the store the first week in December and was told not to worry it will definitely be delivered before Christmas, we still hadn’t heard anything by mid December t so we rang 4 or 5 times as no one would answer the phone throughout December chasing to get a delivery date and on the 20 th December I get a call from Jack who served us and was told he forgot to order the couch !

When the couch arrived towards the end of january it turned up and it was the wrong colour ! I rang James straight away and told him he apologised told me to use the couch and he would order me the right colour cushions and get them delivered to me. It’s now August and I still haven’t received them I’ve been told since February they are in there warehouse in Bristol and they will have them delivered to me never happened !

so then James promised he would collect them for me when he was up there for a meeting and drop them to my house never happened!

I rang them today and Natalie who works there told me they were never even ordered because I was offered a 10% discount !!? That Is what they offered me for forgetting to order my sofa that had nothing to do with the fact the cushions were the wrong colour ?!

James (store manager) offered us a 10% refund because of the mistake. We never received the refund so he invited us into the store after lockdown to buy something in store and deduct £200 from the cost, so reluctantly we purchased a clock as my partner and I felt we would never receive the refund we were promised otherwise. So we ordered the clock waited about 5 weeks for delivery hadn’t heard anything and James had forgot to put the order in !! Alex a shop assistant there fessed up to his mistake and said that he wasn’t at the store anymore.

All in all a complete disaster from start to finish I would...

Got my sofa from here absolutely top notch customer service offerd on a 1-1 personalised basis . One member of staff that stood out for us was called Adam ! we felt he met and encouraged our individual vision such as overall home design, space requirements and alongside budget plans. I must say a very unique professional approach. With no pressure or obligation just advise if required. nothing is to much bother! Walking around, the staff are friendly and informative, Adam was kind enough to offer us coffees/ hot chocolate and cookies offerd to our kids. lovely personal touch and welcoming, clean and well layed out store. Easy wheelchair accessable parking and browsing space inside . This is one of the cleanest and well looked after stores weve been in. Every item and furnishings have been well thought out and creatively displayed. Prices are clear and well presented. My sofa is of outstanding quality! The delivery service people took great care in delivering it on time and even carrying all 3 pieces up stairs to our coach house , They even unwrapped it all and took all the packaging away and even demonstrated how to use the features while installing it for us. With welcomed advice on leather care and warrentys. They were also very hardworking and friendly people. I had my sofa as a knocked down price bargain ! If you are looking for a good quality browse or just some info for future referance this is the place to go iny opinion. Best shopping experience I and my partner and sons have ever had the pleasure to enjoy ! Thanks to Adam especially but allso the whole Taunton team for their kindness and professionalism! I would give them 6 stars if I could ⭐ as the delivery services deserve a star in...