Furniture Village - Online Anmeldelser 

I’m very pleased with the bed itself, which is comfortable, well made and looks great. Unfortunately, the overall experience has been let down by poor communication, delays and, ultimately, an incorrect installation.

The ordering process was straightforward and I was initially given an expected delivery timeframe. A few days later, I was contacted to arrange delivery once the bed had reached the distribution centre. Due to our work commitments, we could only accept delivery on a Tuesday or Wednesday. The Wednesday was fully booked, so we agreed on the following Tuesday. I found the initial conversation quite frustrating, as the agent was keen to persuade us to accept an earlier date despite us explaining that this was not possible.

Around a week before the agreed delivery date, we were contacted and told that part of the order had not arrived and therefore the delivery could not go ahead. We again explained our availability and were advised that, as the distribution centre received deliveries on Tuesdays, delivery the following day could potentially be arranged. I was told I would receive a call back, but this did not happen, so I had to contact them again later that week.

The distribution centre was unable to arrange another delivery date until the outstanding items had arrived, meaning we were now already a week behind the original schedule. The next available date we had previously discussed was also no longer available. Fortunately, I was eventually passed to someone in customer services who was much more helpful. They managed to provisionally arrange another delivery date, subject to the remaining items arriving at the distribution centre on time. Ultimately, this left us around two weeks behind the original delivery date.

When the bed was finally delivered, the experience was much better. The delivery team arrived promptly at the beginning of the allocated time slot, were polite and professional, installed the bed and headboard, demonstrated how the bed operated, provided aftercare advice and removed all of the packaging and rubbish.

Unfortunately, this is where another issue arose. We noticed immediately that the headboard was not level, although at the time we considered it a minor issue and intended to reposition it ourselves.

On the second lift of the ottoman mechanism, still within the 1st 24 hours, we heard a crack. Initially, we could not identify the cause. Over the following few days, however, we noticed that the headboard was beginning to slope to one side. We pulled the bed out to investigate and found that one of the plastic screw heads had sheared off and the wood had split significantly.

It became clear that the headboard had not been installed correctly, and the incorrect installation had resulted in damage to a brand-new bed within its first week.

I have since had to repair the damage and correct the installation myself. While I am now confident that the headboard is installed correctly, it is disappointing that this was necessary after paying for professional installation.

Overall, the bed itself is excellent and we are very happy with its comfort and appearance. However, the delays, communication issues and particularly the poor installation have significantly affected what should have been a straightforward purchase.

I would therefore have no hesitation recommending the bed itself, but the service and installation experience has been disappointing and fell well below the standard I would expect.

The app was very easy to use

Lauren was amazing today. She took us step by step through every option, including making many different modular versions of what we could fit in the space we have. She was very patient and helpful, explaining each step of putting the couch together and giving us other ideas too. Could not recommend her more!

Really good service from Chloe and Katie. Helped me to apply for personal finance for my purchase. Helpful and quick to respond.

Great easy online ordering. Would be good to pick a delivery date at time of order if it's in stock as it was. Also would be good to be able to mix and match the chair colours in the accompanying 6 (2 of the lighter colour)

The staff in the Cheltenham store were really helpful helping us decide on the right bed choice. We ordered online because we collect Avios and they couldn’t do that. Ordering online was super easy.

Good descriptions and easy process great prices

Lauren was very pleasant to talk to and helpful with my questions !

Since ordering my items five days ago I have received not one but TWO emails asking me to leave feedback about my experience.

If only the company were so efficient when it came to actually letting me know when my items are likely to be delivered!

I can’t be the only person who finds this constant demand for reassurance absolutely infuriating, can I? Five minutes after you agree to pay for something - “How did we do?” “Send us your feedback!” “We’d love to hear about your customer experience!”

HOW ABOUT YOU LET ME SEE WHAT I PAID FOR BEFORE I DECIDE WHETHER OR NOT I LIKE IT?

Idiocy.

I found the online chat really helpful. i was looking for a leather corner sofa in a particular colour and didn't want to spend my time trying to find myself. I spoke with Aaron in the online sales team and he quickly found all the options, much quicker than i could have done. He was able to tell me which stores close by the styles on display for me to go and view so now arranging a visit to the store. If i was able to give sizes he could have help build a module to fit my space.
highly recomend Aaron and this service

We found Lauren to be very helpful and engaging. I would rate her service as excellent. Kind, friendly and engaging.

Aaron Byron was so helpful and friendly and patient with everything and getting me a good deal, it was my first experience with Furniture Village and I hope to purchase more items in the future.

Easy to use website great selection of products

Immediate response with a comprehensive answer to my query. First class as always.

I used the online chat about an item I wanted but wasn't available to collect from my nearest store. Aaron gave me a call and dealt with everything so well. He was excellent, professional, kind and understanding and a proper gentleman.
I now have my items being delivered at my convenience thanks to him.
Thank you so much Aaron.

The mirror is lovely and it arrived completely undamaged.

However the fixings on the back are pretty much useless they seem to have been stapled on the wrong way round to be used for hanging.

I've been on to furniture village customer services I've been very helpful despite a limited ability to assist on this matter.

This product is shipped direct from supplier and doesn't go through furniture villages hands so any issues have to be referred back to the supply company.

So I have a mirror that is currently standing on the floor with all the risks that carries with it. I was really excited to receive them in before the bank holiday because I thought it could go up and look just a ticket when we have visitors. However that hasn't been the case. It appears that only remedy is measured in days especially over the bank holiday.

And the other issue was I wasn't really expecting it when it arrived apart from the order confirmation I didn't receive any tracking or dispatch information until I got a text from a company called APC with whom I didn't realise I had a relationship at all let alone one through furniture village and I ignored it initially because I thought it might be some kind of scam ie courier scam.

It would've been helpful if some kind of email from furniture village contain the reference to being contacted by APC.

Tisa was very helpful and kept us updated on progress, regarding our item. Many thanks.

I was VERY pleased with the cushion, I purchased, but DISGUSTED being charged £10 to deliver it, from a local store.

No hassle. Straightforward wrbb page.