Frankly if you are purchasing for the 5 year warranty it isn't that good.
It's structural only -and the engineer they sent for my problem (from the furniture care network) didn't think that a seriously creaking recliner was a structural problem because the electrical mechanism still went backwards and forwards. He didn't bother actually looking at the back of the recliner or the wood, or got underneath it. Clearly too much trouble.
The recliner still creaks like heck and I'm waiting for it to break. The engineer didn't seem to understand that the wood might be the problem (isn't that part of the structure then ? clearly not) When I complained and asked customer service to send a second engineer for a second opinion as the first engineer had repaired it previously but didn't do a full job and ran out of time on a previous visit (which left me with no faith), I was told by customer service that it would cost me £60 to have a 2nd opinion. Frankly it's poor service and not what you are sold at the showroom. Don't be sold by the warranty !
I placed my order on the 3 Aug and I have had to chase them all the time. There is NO Customer Service whatsoever. They are happy to take your money but do not want to know after that. The sofa was delivered on the 5th October part of it had the wrong coloured feet plus they are crooked. After numerous phone calls to them I still haven't received any calls back.
Today I received a parcel guess what 4 feet in it. What am I supposed to do with them. I phoned to talk to the store manage at 9.45 this morning the guy went off and came back and said he was in a conferrence but would call me back. Surprise, surprise no phone call.
My bed took 14 weeks to be delivered and would still be in the warehouse if I hadn't made a fuss.
There are many other things that I couldn't mention but to be quite honest I am fed up with the whole business.
I was going to order a dining room suite from them, but decided to go elsewhere (Oakfurniture Land). They were fantastic text, phoned and emailed me all the way. Got it with in 3 weeks. After 2 weeks I noticed that there was a split in one of the legs. They replaced it within 3 days and no quibble. They could not have been more helpful.
Absolutely hopeless. Bought a very expensive Parker Knoll Burghley sofa, custom made, from Furniture Village. In only 2 years the inners inside the fabric are flat and horrible and the sofa looks like it's ready for the skip. Found out that Parker Knoll have changed the inner material to foam, and don't use it any more - cushions back in the branch are supportive and bouncy so they obviously picked up that their old material was pretty poor.
Furniture Village don't want to know, apparently I have to pay even for them to send someone out to have a look. All I'm asking for is for them to fit some foam cushions (manufacturing cost probably about £10 each) inside the fabric covers to fix the problem and make the sofa look half decent again.
I plan to report them to Trading Standards as they have sold me a product that is not fit for purpose. Less than three years, there are just two of us in the house and it looks ready to be thrown out. Shame on them.
Parker Knoll were just as bad, they won't even deal with me saying it's all down to the vendor. Hopeless.
Don't deal with Furnuture Village or Parker Knoll, go to somewhere more reputable where they have actually heard of the words 'customer service'.
I ordered online a Splitz sofa bed from this pathetic company.
It was delivered last Saturday. The sofa is literally falling apart. The fabric at the back of the sofa is ripping, the zip is broken and the pull tab stayed in my hand after the first use. The material it's made of is very rough and of extremely poor quality, I wouldn't even let a dog sleep on it. It looks totally different to the one displayed on their website. I also discovered that the name of the sofa I had delivered is Zelbio not Splitz!!! This means that I have been sent a different item.
I contacted the company an hour after the delivery and told them I want to return it as the quality is unacceptable. Was told that someone will collect it on the same day. Then someone else called me saying that there will be no collection and they will contact me again on Monday. No one did of course so I decided to contact them myself instead. Spent all morning being sent from one department to the other and from one warehouse to the other. I was given at least 5 different numbers to call including some non existing ones!
The staff are very rude and obnoxious, they promise they will call you back and then nothing happens.
I explained to them I need to have this sofa bed taken away ASAP as I have no space to store it as I live in one bedroom flat and it is blocking my daughter's bedroom so we ended up using the living room only!
I was really fed up on Monday afternoon and informed the customer service that I am going to complain to Trading Standards and 10 min afterwards I got a call from their warehouse. A woman just informed me they will collect it on Friday without even asking if I will be home. They can't give you any timeframe so you are expected to stay at home and just wait for them.
Summing up, I have had a terrible experience with Furniture Village and will never buy anything from them again. I am also going to inform all my friends and family members to stay away from this company.
It should be avoided like the plague!!!
You have read these reviews already about the leather peeling off. Even though we purchased the 5 year warranty, FV did not want to know. The sofa cost us over 3 grand, and it lasted just over 2 years.
I contacted them, they sent engineer. Engineer on there side. I re-contacted them, they sent another engineer, who told us it was out fault. Bottom line is, it is nothing to do with them!!! It was how we cleaned it (even though we only used there cleaning materials). It was perspiration, it was how it was cleaned, it was near a window, it was any excuse they could think off. I recorded the engineer and he let a few things slip!
It's a leather suit, designed for human skin, surely a bit off perspiration shouldn't peel of the leather.
Trading standards were on my side, but FV would not budge. I just cannot be bothered to chase it anymore. I will now concentrate my time into trying to persuade others not to make the same mistake as me.
Basically, do not use Furniture Village, if you choose to purchase from them, expect no customer service as soon as you pass over your money. Do not purchase a warranty as it isn't worth anything. Do not expect a good quality product. Expect the leather to peel from you sofa's, because it will happen and apparently it's your fault, even though so many others are experiencing the same problem.
Look at other furniture suppliers, they do not seem to have the same issues. It seems to be only Furniture Village customers who have a bad sweat and cleaning problem.
Please, just avoid them, it just is not worth all the hassle your going to get!
I have had so many problems with furniture village.I have been lied to, mis led and ignoredSales staff in store are pushey and once they have your order they will ignore you as they want to make more money.I will never buy from furniture village again. I work very hard to make my money and will not be putting it in the pockets of this company. I read a lot of reviews about furniture village and thought no.. they cant be that bad.. they were worse than i thought. You may be thinking the same but trust me there are no words to describe the way this company will treat you.
HAVE JUST PURCHASED A LEATHER SUITE FROM THE GILLINGHAM STORE AND WITHOUT THE HELP OF THE ASSISTANT WE WOULD STILL BE THERE NOW. SHE WAS EXTREMELY HELPFUL WITHOUT BEING PUSHY AND THE PRODUCT PLUS DELIVERY SERVICE WAS FIRST CLASS.
I will never shop at Furniture Village again, They ply you with coffee and cookies-No catch, You spend thousands of pounds with them, (3.5 to be exact) then get faulty goods. Which I have been trying to get a replacement for since last October 12. I received a replacement in Dec 12 only to find its the wrong piece, having taken photo's into them and explained what was needed. I wrote to the manager complaining and so far no reply. I also wrote to the Regional Manager who did reply and offered me a £200, good will gester after I had spent all that money with them, talk about add insult to injury. Do you think this is right ! ?
I am never buying anything from Furniture Village again for as long as I live. My sofa is only 3 years old and the surface is peeling off in patches. I call to complain they tell me the sofa was discontinued so they are unable to offer a repair under the warranty. Apparently the best they can offer is a partial refund of £274. I am furious that they can get away with this. The warranty is not worth the paper it is written on and Furniture Village should be ashamed. £274 is not going to buy me a new sofa. There is no excuse for not keeping spare parts available for sofas in warranty. Unbelievably poor service and if you ask me totally immoral.
Furniture Village- by someone who used to work there. Walk into a FV store and the first place to head for is the free coffee / juice/ cookie bar, why because it's actually good and it's the best value item you will get inside this store.
It's pretty obvious that the sale people are paid commission from the word go, you can actually see them chaffing at the bit to get to you as they eye their competitor across the isle, the customary smile of the 'good' guy, a gentle hello as you draw near followed by a polite 'is there something I can help you with' or 'is there something you're looking for today?' , don't be afraid to tell them to go away, trust me they are thick skinned and they won't be offended, especially if you make a purchase.
Now to the stock, we'll if you are looking for a bargain you need to be open minded about what you want as the only bargains in store are ex display models or customer returns, they tend to be as close to cost as possible, everything else has usually a 50% mark up or more, so if you really want something, especially in the 'sale' the floor manager has the discretion to take more off it, so haggle.
Now for the horror story, the sofa's may look nice, but a lot of them are made abroad and you wouldn't believe the different little and sometimes big creepy crawlies that lurk inside them. When your nice new sofa arrives in the stock room it's covered in wrap to keep it clean on it's long journey from a foreign land, we once had a sofa that was delivered to an unsuspecting customer and when they unwrapped it cockroaches started to fall out. The house had to be fumigated, the sofa removed and the family put up in a hotel. I kid you not. Funny coloured beetles and an assortment of spiders that I had never seen before lurk in the shops.
As for customer care, well, once they have your money and their commission you are no longer a customer, you are a timewaster, you are what is stopping them dealing with customers who have money to spend and their commission, so speak to the manager of the store and don't ask twice if that doesn't get you anywhere call head office.
I have ordered 2 settees at FV in November with the promise of delivery before Christmas. It is now February and they don't even bother to return my calls. I will never ever deal with these people again.
I bought a '100% Real Leather' sofa and two years later it has started to peel in patches. I have now discovered that it isn't real leather at all but Bi cast leather which is Lacquered/plastic. They even had the cheek to then push me to buy 'leather' cleaner/polish!I have tried to complain about this and was told by a member of staff that they no longer sell this sofa because of this problem. I then spoke to another member of staff who denied this and was extremely rude to me on the telephone.I am now taking this through the furniture ombudsman regarding this matter as I cant get anywhere with Furniture Village themselves.I would say to people, dont spend your hard earned money with Furniture Village!
Purchased the Scala sofa which was advertised as 100% genuine leather. It is in fact bicast leather which cannot legally be advertised as 100% genuine leather.
When this issue was raised with Furniture Village the customer service has been appalling. FV deny advertising bicast as genuine leather despite the fact I provided them with the original Scala product brochure showing the 100% leeather hyde logo.
The responses so far from FV have been dismissive and at times contradictory. The initial FV technician who I showed the Scala brochure to was surprised that the Scala was advertised as genuine leather. A week later the area manager claims the Scala was not advertised as real leather despite clear evidence being provided.
Furniture Village claim to be a reputable retailer but their underhanded selling tactics and customer service leave a lot to be desired.
Regret the day I ever walked into Furniture Village.
furniture village...is a joke!! purchase a sofa beige colour,took delivery and it was the wrong colour (grey colour) !!! went straigth into store and it took a week to sort out ( i had to call them everytime) second sofa delivery wrong colour again!!!! ( black colour) 3rd sofa made and a £200 GOOD will credit to me but yet again they made the wrong colour this time it was brown! 3 days holiday wasted to take delivery on these sofas ...it has cost me over a 1000 pounds as i had new carpet and furniture to match new sofa....manger no help very rude ...they said they dont do the sofa in that colour now 3 months of promise and phone calls and stress ...but still offer that colour on the internet!!!!!!
On the 9th April I ordered a 2 seater settee from Furniture Village. The salesman was very professional and I was impressed with the whole experience on ordering. However it is now 17th July and the current promise of delivery is mid August. The fairy stories and dates of delivery now persuades me to warn all other customers to buy elsewhere.