Furniture Village Customer Service: Phone, Email, Contacts.

On 3 February our new 2 seater, and 3 seater recliner settees were delivered.

We noted within a day a fault with one of the cushions on the 3 seater (a permanent crease in the fabric). After numerous phone calls to the Cheltenham Store and to Castelan, we were eventually given a date of 2 March for someone to come to us and resolve the problem. The repair man attempted to do this by cutting off a piece of material and steaming the fabric. This seemed to be OK but later that day we noticed that the crease was back.

We reported it again and on 22 March someone else came from Castelan and advised us that the material could not be repaired but would have to be replaced and that someone would contact us with a date.

We heard nothing for several weeks, so we contacted Castelan yet again and were told that the problem had been resolved. We were told that we could not re-open the case, but that it could only be done by Furniture Village. Got in touch and it was agreed that the case would be re-opened and a repair sorted out – we were initially advised this was scheduled for 6 July.

On 15 June, we received an Email advising us that a parcel with parts would be arriving later that day – first we’d heard of it! No information about when it would be fitted, so had to phone Castelan yet again to agree a date of 27 June.

When the fitter opened the parcel, he found that there was a noticeable difference between the fabric which originally covered the sofa and the replacement,and that the nap of the fabric was the wrong way round. This was totally unacceptable to us and we asked him to include this with photos in his report. We asked that we should be sent a copy which he agreed would be done and that his report would be copied to Furniture Village by 29 June.

We spoke to Furniture Village in Cheltenham on 27 June to update them – we were advised that the manager was unavailable but that someone (Dylan) would ring us in the afternoon of 28 June. As usual throughout this saga, this did not happen!

We also rang Furniture Village complaints department on 27 June – we were told that when the report is received by you we have three options as follows:

Both two and three seater are completely re-covered to match

A complete refund of all monies paid to date

To go into store and choose a completely new suite

We were advised that we would get a call from the complaints department on 29 June, once they had received the report. As this did not happen, we called again on 30 June and spoke to Joseph who hopefully was able to resolve the problem. As we now understand it we can go into the Cheltenham store and select a two seater recliner and an ordinary two seater in a different fabric to replace what we currently have (Option 3 listed above)

Instead of having a new suite being a thrill, it has instead been a stressful time-consuming battle for five months – we wish we had never walked into your shop!

I am required by the system to give a rating - you only get 1 because I can't give nought

DONT USE furniture village..Bought bedroom furniture was given a delivery date 6 to 8 weeks no problem with that Had a confirmation week before delivery wife took time off for the delivery.Didn’t turn up someone cancelled order nobody took responsibility for it . Sort it out no thanks to future village just all lies from them .Got another delivery date ,so another day off for a delivery and we asked all parts were there we got a YES!! . Delivery arrived only 3 units out of five no answer off anyone . We sorted it , so another delivery date and day off again. Delivery eventually came 18.30 .Fitters/ delivery turned up and dumped boxed units in living room and said you’ll be ok to inbox and build them up and they went .. no return call . No apology’s. Just all bill sxxx lies .. they’ll never take anymore money off my family

We purchased a sofa 3 and 4 setter sofa which was delivered on the 11 feb 22,after a few hours we noticed the 4 setter sofa was faulty ,we contacted you on the 14th feb and had to wait 72 hours to be contacted , today is the 8 th nov 22 and we still are having the same problems , we have had a replacement sofa replacement cushions replacement feet and our furniture is still faulty ,I have spoken to so many people from customer service who I will say are like robots reading from a script , not the mention the time I have wasted ,I have waited weeks and months for technicians to come out to repair our furniture and irs still faulty ,I rang customer service on 28 oct and was told we could have a reselection , so we go to the Cribbs causeway branch ,but all the furniture have gone up in price by about £500; we spoke to a salesman who confirmed this ,and we are not prepared to spend out any more Money ,why should we today 8 nov i rang customer service again , I was told that again we could have a reselection but we would have to pay the difference in price ,I said to the lady that the cushions now are Plummer and come with a 5 year guarantee and why can’t we have them but she didn’t really answer me ,we have been offered a £100 compensation for all the inconvenience we have suffered which is a insult , it it’s not even about the money it’s the stress the inconvenience the phone calls and the waiting around ,we will never ever buy anything again from furniture village and would never recommend to our family and friends ,once they have your money they don’t care I would a zero rating but it won’t let me

If I could give this company 0 stars I would. Service is absolutely terrible. They only have one number you can call, and you can spend well over an hour waiting to speak to someone, I have spent over 4 hrs so far and the problem has still not been resolved. They do not answer e-mails either. I bought a Guest Bed, and the bottom bed section that pulls out has two legs, which open and has two locks to keep them from closing. As soon as I opened the legs the locks fell off.

I have bought 3 months ago a sofa and bed. We are nearly in October and still waiting more than 3 months we have seated on chairs and the mattress on the floor. We have complaining many times and they only offered us £100 off from the whole amount. Then they said they will offer us a sofa for the mean time and they rang me a few days ago... what’s the point to have a sofa now when they are saying the sofa is coming next? But who knos if it’s true as they never mention when we bought those stuff will take over 3 months.

Absolute rubbish company been fobbed off every day since 21st august

order no is 479109881
I bought a sofa from furniture village December 2019 £1500,the problem start 6 month later, the cushions constantly moving and not seated evenly. it is tilted and give me back pain.
I need attention on this matter as soon as possible which is i waiting more than year and i would like to resolve my case.
thank you

Im really really annoyed now...rang several times...informed that my furniture will take a further 2 months too arrive. I had informed staff member Nile from slough that i had ordered it in amples of time before my party happenening in Sept. I ordered in May and im being told my oder will arrive in October.
I would now not recommend furniture village to anyone

Goods ordered and paid for in FULL early June, told 5-7 weeks delivery. They do not answer the phone despite staying leave a message on their answer phone which states we will get back to you. No-one ever does return my calls and still awaiting delivery after 10 weeks. Terrible customer service.

I am waiting for feedback about some damaged furniture I don't want it,and 5 days have passed and nothing at all I want a refund and the furniture removing from my house so get your skates on and get it sorted only got 2weeks in total to get it sorted so get a move on T.I.A.