Furniture Village - Guildford Reviews Summary

Customer Service

Pros:

• "The salesman was very helpful and showed us the perfect sofa bed for a sensible price in the shop which we then ordered."
• "He patiently answered all our questions with no pressure of sale. A very professional sales advisor."
• "When we made our choice John took all the details of our order in a very simple process on his iPad."
• "James was extremely helpful and spent a lot of time with us explaining everything."
• "The experience was very pleasant - the sales team were knowledgeable and professional."
• "Gary Eaton at Guildford Furniture Village was very friendly and knowledgeable."
• "Great customer service from Liam who was very knowledgeable about the products and answered all our questions."
• "He was very knowledgeable and patient while we laid on a dozen mattresses trying to decide which one we liked!!!"

Cons:

• "Staff lied about discussion I had with them regarding the type of mattress I required for my ottoman bed."
• "We have a slightly smaller wall than average so are looking for something specific. As soon as we arrived all of the staff were exceptionally helpful but particularly Iain McPhee, he listened to our problem."
• "WORST CUSTOMER SERVICE EVER. Bought a very expensive mattress from Iain who promised it would be delivered in 4 weeks, maybe even three."
• "Absolutely Horrible Experience with Managing Delivery Expectations."
• "Went shopping for a mattress and found they had a good choice of products at prices to suit most budgets, which you could try out at your leisure."
• "I ordered a sofa and bed from Iain McPhee on the 30th October 2022. He explained that the bed would be ready in a month, and expected to arrive around mid-December."
• "We have recently visited lots of furniture shops to try and find a sofa for our living room. We have a slightly smaller wall than average so are looking for something specific."
• "That was THE WORST possible experience. They promised we will have the sofa delivered to us UP to three months."

Delivery and Logistics

Pros:

• "We were notified by email and text in an extremely simple and clear format of our delivery date which we had to confirm or change."
• "A text message 10 minutes before delivery alerted me and the two men were courteous, friendly and respectful of my house."
• "Furniture Village have clearly thought carefully about how to manage their ordering and delivery process."
• "Fantastic customer service, made the whole experience very easy and we have gone away feeling confident in the decision we made."
• "Great service, everyone had a welcoming smile and were very helpful."
• "Great range of products. Absolutely huge store with a lot of stylish items to furnish you home."
• "We look forward to welcoming our new furniture in a few weeks' time."
• "We went in to Furniture Village Guildford today to have a look at mattresses."

Cons:

• "Another company (DFS) I'd used for a sofa purchase in the past were so awful that I'll never use them again."
• "A failed delivery (their fault) proved almost impossible to rearrange."
• "Sofa delivered with no bolts to affix legs."
• "Furniture Village Customer “Don’t” Care basically state that the manufacturer is to blame."
• "The hugger chair is also faulty and it has taken more then 2 months just to get the company they use to come to my house."
• "EDIT: This company has now cancelled the sofa bed, 25% fee charged."
• "This could have been quicker and less painful if they replied to emails."
• "EDIT: this company still hasn't progressed the cancellation."