Furniture Village - Northampton Reviews Summary

Furniture Village Northampton Experience

Pros:

• "We visited Northampton Riverside this morning and were greeted by Liam; extremely professional, helpful, knowledgeable and friendly."
• "The team were absolutely fantastic - we asked a million questions and they were patient, happy to go through things again and really helped us make the right purchases."
• "Neil is a fantastic store manager and was extremely hospitable and knew it was a lot of money for and made sure we were truly comfortable with how much we were spending."
• "Great experiemce. Spoke to Tom on the saturday who answered all our questions without hesitation."
• "Tom Donnelly served us today we managed to get a great deal, he was super helpful and gave us all the information we needed as well as a variety of options to choose from."
• "What great service received a the Furniture Village Northampton, I was looking for a new bed on a budget and I was was given advise by Sale manager lee which suited my needs im very happy with the service and definitely will be visit the store again for any more furniture purchases."
• "such a positive experience in buying a new sofa from furniture village in particular from the sales manager, Lee who was attentive and really wanting to understand the needs of our family. no pushy sales tactics. clear pricing explained as well as true reflection on delivery times. which all went exactly as told."
• "Fantastic quality furniture, we bought our leather sofa about 4 years ago and with wonderful advice from the store manager Peter we also purchased the care package and he gave us advice on how to maintain the leather."

Cons:

• "Poor aftercare service!"
• "Good at selling NOT at customer service. Would give no stars if I could!"
• "Before the complaint we also ordered an expensive dining suite with a different branch. It turned up damaged 3 times so had to send it back for a full refund. The process took months! Same experience with their customer service as well."

Customer Service Experience

Pros:

• "He was fabulous throughout, providing brilliant advice and support."
• "I never felt rushed or pressured into a decision, and he was detailed in everything he explained."
• "Fantastic showroom, amazing staff."
• "Conversations with other colleagues showed an equal level (high!) of courtesy making us feel valued as customers."
• "Superb service."
• "Liam gave us great service and was thoroughly professional throughout the whole process, a great asset to your company 10/10."

Cons:

• "Not happy at all with head office’s decision mainly because we were never told that every evening we need to smooth out the leather."
• "Waited a lot longer than advised when I ordered it which considering the covid issues I could understand the delay but unfortunately the store can't be bothered to keep you updated with these issues."
• "The store manager Simon has zero customer service skills is rude and threatening in his tone."
• "Awful company and are only interested in you until they get your money."
• "The aftercare team has abysmal customer service and are unfair and unreasonable."
• "They have promised to give compensation for all the delays but later rescinded that offer without any reasoning."
• "They promised to give us either a replacement or refund for the sofa if they fail to repair on the fourth attempt. They are now refusing to do so."
• "Still no delivery date and manager told me today it’s not that bad as some people wait 9 months for a sofa."
• "The shop in Northampton has washed their hands of us stating they no longer deal with 'service issues'."
• "We are still trying to contact someone but the online chat takes hours."
• "Really dissatisfied with the level of service."
• "The first line of the lady in customer service was 'you’re not getting compensation' followed by yes that’s our fault and unacceptable service."

Product Quality and Delivery

Pros:

• "Recently purchased new dining furniture from here."
• "Tom was incredibly patient and helpful."
• "Tom looked after my wife and I really well."
• "When the sofa was delivered we had a slight mix up on the order but after a quick phone call this was easily remedied with no fuss."

Cons:

• "Placed an order over two years ago."
• "After being delayed for over 3 months, it arrived with a large noticeable scratch on one of the sofa arms, various holes and marks across the back of the sofa, and the firmness of the seats did not match."
• "They have sent out over 5 technicians, and each time they have sent the wrong replacement part for the scratch on the arm."
• "Some of the technicians that they sent have told us that this is a very common problem with Furniture Village."
• "The door rail has dropped and the door does not work properly and one of the runners has broken off the bottom."
• "They don’t keep you updated."
• "We chased this up numerous times as they never reply to messages left."
• "They couldn’t tell us how long it would take either, so we have a bed sitting in our bedroom in parts 5 days later still waiting for someone to collect it as we’ve had enough and no longer want them to have our money."

Furniture Delivery Experience

Pros:

• "First class service from Vipul in store. Our bed arrived within the 2 hour slot we were given, delivery men were very courteous and helpful too."

Cons:

• "Actual purchase of 2 beds was excellent but then they want your money! Two pretty expensive beds ordered on 13th June. Got a message to say they would be delivered on 5th August but on the 3rd got a message to say they wouldn't!"