Furniture Village - Southampton — Hotel in Southampton

Have had a previous bad experience with this store few years ago where they delivered me the wrong items and a faulty coffee table which they would not repair or replace for months but thought I would give them the benefit of doubt, how I wish I hadn't!

I made a big order with them around July 2020, dining table and chair, and some display units, 1 double and 1 single. It arrived in October however their fitters were unable to fit the double unit as they said it arrived unfinished and faulty, they left saying they will ask the store get in touch. They didn't. I chased them up after a week and they agreed to send someone else out to check it, he came and again said it is faulty you need a new door, he will relay the message on and they will get in touch. They didn't. After another week or so I called again and I asked why has nobody called me and the person claimed they had only just received the report and we were due a call today, convenient. So they agreed to replace the door. Another 2 or 3 weeks went by and we were in around November and there was no update or no communication so I called to get one, now I was told that there is a whole replacement unit on its way and it will arrive in mid January! I asked why nobody updated me about this and she had no answer, at this point i was quitr annoyed I would have to wait another 2 months bearing in mind its been 4months since we ordered already, I asked for a call back from a manager, I never got one.

January came and they called me saying you should be recieving your goods by the 2nd or 3rd week of January. At the end of the 3rd week we still had no delivery so I called the store, I asked to speak to a manager and the lady claimed she was a sales manager, her name was Victoria. She told me my delivery was now due in mid-feb. When i questioned why this was and why nobody had called me to update me she gave me a list of scripted excuses and would not even try and listen to what I had to say. She was extremely rude and abrupt and her refferal to the pandemic and "there is alot more going on in the world right now" seemed very patronising and ironic as they accepted the order in the middle of the pandemic and are continuing to do so. If they cannot deliver the service during the pandemic then maybe stop accepting new sales? I was in the middle.of explaining our situation and she just hanged up the call.

I recieved a call back from a gentleman who said he was the general store manager. He was quite apologetic which was a change frim the sales manager however he offered no solution or any goodwill even though he claimed to understand our frustration and accepted they have made mistakes.

Do not waste your money with this company, their furiniture is very nice however the service is disgusting and once they get it wrong they do nothing or the bare minimum to put it right. The staff in this store in particular seem to be extremely poor.

AVOID...

BEWARE OF PURCHASING ANYTHING FROM THIS STORE!!

I visited Furniture Village 26/10/18 and was served by Kevin Reed, a very nice salesman', not at all pushy. I placed an order for sofa and footstool and went home happy. Unfortunately everything went downhill from there. My sofa turned up 19/12/18 and, as I was at work, my son was there to open the door for the sofa to be delivered. The feet had to be removed to get the sofa through the door because of its size (3 seater). Unfortunately the delivery men couldn't figure out how to tilt and twist the sofa through the door so left it jammed in the doorway with my son stranded in the house unable to get out. They then drove off with the screws to my sofa. My daughter was called and between the 2 of them it took less than 5 minutes to get the sofa through the door (maybe they should train the delivery drivers to do the job) Since that day I have made numerous calls to Furniture Village and have had no luck getting screws to fit the feet on my sofa. I telephoned Furniture Village 20/12/18 and was promised that the screws would be located and delivered 22/12/18. They were delivered in an envelope but were not the right screws (too short to even fit through the feet). I called Furniture Village and Kevin ( the very nice American man) promised to post me the screws personally that afternoon so I expected them to arrive by the end of the following week. He forgot. I telephoned again and spoke to Julie who also promised to send screws.... they arrived and were too short (even though Julie had told me she took them directly from the sofa in the showroom). Maybe they shrunk during transit or maybe someone lied to me? The last twice that I've called I've asked for a date for the sofa to be collected but it seems that only the manager can authorise this. It's now 02/02/19 and I still don't have a sofa with feet on. I'm now hoping that I get a call from the manager tomorrow so that I can get this matter resolved and I can go and choose a sofa elsewhere. Furniture Village was recommended to me but unfortunately my experience with them has a been disastrous. I definitely wouldn't recommend then to ANYONE! 03/01/19 UPDATE. Have spoken to manager today and requested he authorise to collect sofa and refund my money. Reply was " I'm not going to authorise that and I'm not going to get into an argument over it. The screws you were sent came off the exact same sofa you have. They were taken from the display sofa so they should fit". He didn't give me chance to point out that either the display sofa had different feet or maybe they had sent me the wrong ones. Just kept talking quite aggressively at me. I found him to be obnoxious and rude with no customer service skills whatsoever. I thanked him for being so spectacularly unhelpful and will pursue...

Myself and my partner placed an order over 4 months ago and was told at the time we'd be expecting the sofa from mid Feb - end of Feb.

The main reason we placed the order here instead of DFS is we didn't want to have to wait until the end of March for the sofa (nearly 6 months) we've not had any updates or courtesy calls or emails (we didn't even receive the confirmation of order email until we requested it over 2 months later) in the past 16+ weeks from Furniture village, so have had to call them 3 times for updates. Each time the customer service advisor confirmed we're still to expect the sofa between mid Feb - end of Feb.

Today being a week in, and still no indication to the delivery date, we called again. We got through to Bill, the rudest, most unprofessional salesman/customer service advisor I've ever spoken to in my life.

He kept cutting my partner and myself off, speaking over us. Was patronising the entire time, then for some random reason stated "February is a short month" to us .... oh thanks Bill, I'm glad you explained something I learned nearly 30 years ago as a child. Again whilst trying to talk and when I called him out on being rude and patronising he kept saying "but have I given you the wrong information" (I'll just add this was after he told us the sofa was on track to be delivered at the end of March now, 4 - 5 weeks after we'd been expecting it for the past 4 months) and I challenged why we'd been given the wrong information by Furniture village for one third of a year.

I'm making a formal complaint regarding Bill and his poor customer services, I'm astonished he was hired to work in a customer facing role. I wouldn't even hire him to clean the toilets with his attitude.

Needless to say, after we receive the sofa. We'll never return to furniture village again with the experience we've had.

To summarise Poor customer service Lied to about delivery date (that we paid £69 for) By the time we receive our sofa it would have been nearly 6 months - the same amount of time it's taken for a car we ordered at the same time to be built in Germany, shipped and received here in the UK. (How does it take the same time to build a sofa and a 4x4 from scratch?) go to DFS if you're ordering a sofa, much friendlier and roughly...