We purchased a Duresta sofa from furniture village in December. We have been treated disgusting by the after sales team! After complaining 2 days after delivery its now 8 months later and they still haven’t bothered to fix the problem. Our sofas weren’t double bagged inside which means the feathers are coming out by the handful constantly. I have 3 children and a toddler crawling around, they still don’t care. Our sofas are now half as full as they were, quality is horrendous. Manager constantly unavailable and after care sales woman tells absolute lies.

We were out looking for some ideas for a replacement sofa with no intention to buy straight away. However, Tim was attentive and extremely knowledgeable without being pushy or overbearing.in the slightest. We checked out 3 other outlets in the vicinity before returning with a clear desire to get the deal done with Tim. The whole experience was just perfect and we came away happy and excited about our new purchase. We can't wait to see how well it will fit in with the new decor and arrangement of our lounge. Thanks Tim for making the whole process straightforward and pleasurable.

After care is non existent problems with furniture delivered in February still not resolved. Can’t get through to anyone. Leave messages no one phones you back. Then they ring you and leave a message on answer machine saying they will ring you back and then don’t ring and when you try to speak to them you can’t get through. Customer service needs addressing as would not recommend the company to anyone we know after this experience.

We came in here after been left with no couch which was stressful. Tim is the best he told us we could borrow a couch if we wanted to order from them. We walked in 5 minutes before closing and Tim told us we could take all the time we needed in the shop so we did and came back to order the next day. These guys delivered us a couch within 1 week to lend. That’s not all - I seen a couch I liked, then I seen a colour and fabric on a different couch I liked. I asked if I could have these put together and the answer was YES! Well we’ve had these delivered today and they look amazing! Tim thank you so much for been so kind to us offering to lend us a couch! Also the guy who is the manager here thank you for agreeing also lovely guy. My order was delivered in exactly 14 weeks which is what I was told, start to finish great communication even from the delivery guys. Everyone has been brilliant.

Took my elderly parents to Upgrade their dining room table and side board. We were kindly supported and advised by Richard Brennan in the Gateshead Store, parents are absolutely thrilled with the service they received, as well as their new furniture. Richard stood out and his customer service is outstanding . I would recommend this store, staff and furniture to anyone looking for a high quality service which is very RARE these days. Ooh complimentary cappuccino and toilets in store too. Continue enjoying your career Richard Brennan

Anja was so helpful. Knowledgable without being pushy; pleasant and inviting without feeling we we were being followed around the store. Made the whole buying experience much easier. Thank you

Very pleasant experience in buying our new sofa. Joanne was very helpful. We went yesterday to buy and couldn't make our minds up which one we wanted. Came home thought it through then went up next day to purchase. We asked for Joanne again as she knew our dilemma. Good advice, smooth transaction now just looking forward to our delivery. Thank you so much Joanne x from The Taylor family x

We had exceptional customer service from Craig Bossons today while we were deciding between three makes of bed. Craig gave knowledgeable and professional advice on all the products we were interested in and gave us plenty of time and privacy to consider our options and make a decision.

I am happy with the bed and the deal I get from Richard he is very good sales consultant help us so much

So happy with our new table. The sales exec who looked after us (Anja) was great from start to finish. Delivery was so quick and seamless. Completely exceeded our expectations. Thank you again and we will be back.

Worst customer service. I placed around £18,000 order. 2 items delivered to a wrong address. One item supposed to deliver within 2 weeks after the full payment but I waited for about a year. So I cancelled that item and request for the refund. Called many times to their customer service team and also went to the store many times but the issue is still unresolved and they still hold my money and refused to return it. Not recommending this store to anyone.

Craig Bossons was excellent with our family and had immense patience with the multiple questions my parents had to ask. He was a very good salesman.

Had a great shopping experience with Jack Card @furniture Village. Very helpful, nothing was too much trouble, I didn’t really know what I wanted but he was patient and helpful throughout. He couldn’t have helped more without feeling any pressure at all to buy. Thank you.

I visited furniture village to purchase a sofa for my first home and met with sales consultant Richard Brennan. Richard was very helpful and worked with the management team to build an affordable monthly price. Would highly recommend.

We bought a corner sofa which came and underneath the material the wood was broken and stapled back together to hide it. After two months. It broke they came out to repair it as they refused us a replacement and corner suite is broke in three places. The material does not match now we’ve chosen another sofa. Customer services are telling us that order placed and don’t need to pay difference till ready for delivery in 10 weeks yet store is telling me a different thing that order not placed and won’t be till remainder paid, asked staff at the store to contact customer services to make sure they are all telling customers the same process. Very rude staff at furniture village, this has been going on now for months next step is following up and giving trading standards further update to sort

First class What a breath of fresh air to receive friendly, efficient, and professional service. All due to Jane Walker. The furniture there is all high-end and I am delighted with the sofa and armchair I have ordered. I was even given refreshments and nibbles. Furniture Village beside the Metro Centre Will be the first place that I go to for furniture from now on. Such a pleasant experience.

Craig Bossons dealt with us great customer service never rushed us or pushed us into a sale. Was always available but let us peruse at our own time. We went home to measure up and Craig also answered my phone queries. We returned next day and ordered the Logan suite, Now just have to wait approx 12 weeks for delivery. We even had coffee in store, All other colleagues seemed approachable and upbeat

We had a great experience purchasing our new dining table and chairs - Tim who helped us was really great at answering questions but also giving us the space to decide what we wanted - very knowledgeable about product and finance options. We love our new table and appreciate Tim's help and time today :-) - Rosie and Matt!

This is the second time we’ve bought from furniture village and from sales consultant @craigbossons. First was a dining table which we love..and this time a new huge couch and snuggle. He was so so helpful, friendly, knows his stuff and got us the very best deal he could! We love the no pressure approach from the consultants at furniture village, they just let you browse away and are there if you have any questions or need any help at all. This is definitely a plus point and makes us always go back time and time again. Oh and for the fresh cookies 🍪😉 just a few weeks more to go before new couch day and we can't wait to get more sorted in our new house! Thanks Craig and furniture village! Gavin and Sarah ☺️

Richard Brennan was superb with us today. Made to feel very welcome and his customer service was fantastic. No hard sell which we loved. Friendly and interactive with our children too. Very good experience would definitely recommend.

I have to say that from start to finish my experience with furniture village has been excellent. The staff in the gateshead store were knowledgable, polite and didn't crowd me while I selected my new suite. I took delivery of my suite in July, the delivery chaps wore plastic over shoes and were very careful. On using the suite I noticed a small fault on the recliner and rang the customer care line (11/9/23), I spoke to Joseph who was very helpful and directed me to send photos and an email, I was contacted the next day by a young lady who said she would pass on my query to the technician. I received a call on the 13th to arrange for a technician to call on 15th. I was notified the night before of my time slot. The technician turned up on time was very polite, sorted the problem and has just left. Excellent customer service.

Fantastic experience, Jane our salesperson was very good and knowledgeable of stock and helped us immensely, not pushy at all.

Great service and great selection. Anja was a fantastic help and very patient with us whilst we made our minds up! Came away happy and with a dining table and chairs ordered.

I purchased a corner sofa which was faulty, I chose an alternative and was promised a full refund for the faulty one. The new corner sofa was delivered in November and still no refund! I have spoken to the branch four times and their service team at least six times, I have even spoken to the finance company. Im owed over £1,500. Im going to have to take this to the financial ombudsman. Terrible customer service, which is a shame because i have purchased two sofa's previously and the service has always been great.

We were looking for a king-size bed in the black Friday sale, we went to this store first and met Richard who advised on the bed we liked, we explained that we are shopping around and this was respected, we went on to a variety of other stores where we were met with very pushy sales people, this led us back to furniture Village where Richard managed to see our sale through with no concerns, great customer service and would definitely return to buy from this store again!

I bought a mattress from them which was supposed to come in 14 days and I have received the mattress but after 4 weeks. I was told we could choose the delivery day as I am only off certain days and was told thats not a problem by the sale team before I paid for it. I was contacted by the warehouse to confirm the delivery and was told I cant have the delivery as they don’t work Mondays. The delivery came today and they didn’t take the old mattress, they told me they are not doing that anymore and couldn’t leave quick enough after that.

One of the most outstanding retail experiences we have ever had. Neil goes above and beyond in the most professional and informed manner to achieve the best, and most beneficial outcome for customer and for company.

Very quiet for a Saturday. Lovely choice of furniture. The staff are very attentive with a lot of knowledge. It's great that they offer a hot drink so that you can discuss your options.

Absolutely horrendous customer service! All about getting your money and couldn't care less about the after care service. Before the 48 hours we changed our mind and decided we wanted to cancel the order of our bed, however they didn't answer the phone! The next day I phoned them all morning and left a message. Two hours later the Manager (Simon) contacted me and refused to let us cancel the bed because it was after 48 hours as stated in their customer policy (we were also never told about this). He then blamed me for them not answering the phone as I should have left a message! He said when they are busy they need to get the sales in and don't have time for the phone and couldn't guarantee when he would be able to pick up the phone to speak to me again. Do not buy from here as their customer service is awful and all they care about is the sales....not the customer!!!!!

I can’t thank Craig enough for his help in helping us order our dining table. He made sure we were sorted and happy with what we were ordering. We went to collect our table but realised it wouldn’t fit in our car so they said they would deliver free of charge. To our surprise they also built the table and chairs for no extra. Excellent service, thank you!

Absolutely shocking service. After spending thousands of pounds on various items of furniture, we had an issue with the bedroom chest of drawers. I contacted customer services 23rd March 2022 and informed that the manufacturer would contact me direct, this was after a fob off by the assistant. To date there has been no response. After contacting both the branch Manager and their CEO, there has been no response. As per other reviewers, once they have your money, after sales care is non existing, as no one replies. We have more furniture to purchase, but it will not be with Furniture Village.

We had such a great and positive experience at Furniture Village yesterday and would recommend you ask for Mal when deciding what home furnishings you need especially if you have moved to a new home. He was very person centred and helped us choose what we required for the whole house. It helped going into just one place and purchasing everything under the same roof. Many thanks.

We purchased more than we had originally planned, down to Yvette’s outstanding customer service. She was very friendly and informative about the stock and the best thing about her service was she wasn’t pushy and gave us all the time we needed to make our decision. My partner and I are very happy with our purchase! Thank you again Yvette!

Whilst the sales assistant was quite helpful, the furniture is massively over priced. I was looking to buy 6 chairs priced at £399 each, in the sale for £299. However I found other retailers selling the same chair for £198! While Furniture Village do a price match some products are renamed which makes it more difficult.

We dealt with Sophie and would rate her service second to none.she went above and beyond,moving things around in store to assist us in matching products to each other and later personally sourcing us a fabric sample very quickly. Well done and thank you.

We ordered a leather settee and armchair and although we had to wait a while they came today and are fabulous and the delivery lads were suburb taking great care to get them in and they took the packaging away. Recommend certainly.