Furniture Village - Poole Reviews Summary

Customer Service

Pros:

• "Leo was extremely knowledgeable and helpful. This made the process of buying our new sofas easy, straightforward and quick."
• "Paul was very helpful on both occasions we visited. Gave us information and then retreated to let us try out the sofas and discuss between ourselves. Very attentive but didn't feel like we were being sold to!"
• "Raymond was an excellent sales person- truly knowledgeable about the products and made us feel extremely comfortable with our purchase."
• "Sharon Davies spent a long time helping us, nothing was too much. Sharon’s customer service was excellent, not at all pushy but extremely helpful."
• "Michael was absolutely fantastic, he was helpful and really looked after me."
• "Paul, our salesman was very courteous and professional and made sure we took our time and encouraged us to thoroughly check the items at the time for any potential damage."
• "Extra Praise must be given to Leonidas the salesman who listened to our every need."

Cons:

• "Disappointing experience... Salesman was rude to the point we very nearly cancelled the entire order."
• "Jade from Customer Services (customer services? oh, how I laugh) responds to my poor online rating with 'I'm sorry to hear the damage that was caused to your table. I'll ensure someone contacts you as soon as possible to provide an update.' THIS WAS THE LAST I HEARD FROM CUSTOMER SERVICES."
• "Visited the store today and wanted to spend my money. For some reason, the sales staff were nowhere to be seen or unwilling to engage me in a conversation."
• "We had a really patronising and bully of a sales assistant."
• "I would never shop with this company again had nothing but problems, staff members are rude and don't care about customer service skills from management down to sales assistant."
• "No word at all from so called customer services – so they don’t care at all."
• "We had a really patronising and bully of a sales assistant."

Delivery & Installation

Pros:

• "Delivery was good but was ill-advised by driver... When we unwrapped it there was a fault on the settee, but when we informed Furniture Village they didn’t want to know and wouldn’t even think of repairing it."
• "The delivery crew called us 20 minutes before arrival and the delivery, installation and removal of the packaging was carried out professionally and courteously."
• "Communication all the way including a text from Karl and Lee, the delivery contractors, to say they were 5 mins away."
• "Delivery team professional. helpful and respectful, and came to deliver on time."
• "Within a week our armchair had been delivered."
• "Delivery day was arranged to suit me and arrived on time."
• "Despite the fact the shop was busy when I visited the sales chap (John) was extremely helpful. Delivery was made within a few days as the item was in the shop and communication for my delivery was professional, and very accommodating."

Cons:

• "Ordered a bed plus pillows. The bed arrived on time however no pillows which cost £27.00. I’ve been trying since Friday to contact Furniture Village including leaving a message and my telephone number. Still NOT heard anything, it seems takes your money and then you’re on your own."
• "Normally I wouldn't have a bad word to say, but I purchased 3 beds last July / August 2021 and delivery for the end of December. Still waiting for the beds now in January and been emailed to say more delay with no guarantee."
• "Absolutely awful experience and would never use again. Terrible service, misled over time frames for delivery of sofa set."
• "We ordered a bed frame on the 5th November, it's now the 28th December and no sign of the bed frame at all, nor can anyone tell us when to expect it!"
• "Ordered a sofa in October 2017 was guaranteed Christmas delivery... then had another phone call to say our sofa will not be delivered until after Christmas."
• "Misled over time frames for delivery of sofa set, told 10 weeks and will end up being around 22 weeks with no communication to keep us updated."
• "Still waiting for the beds now in January and been emailed to say more delay with no guarantee."

Product Quality

Pros:

• "Furniture has now been installed a couple of months and we are totally impressed with the quality."
• "Oh, and the sideboard looks great."
• "Finally got round to buying some new lounge furniture! Really impressed with the choice and layout here."
• "They have wonderful coffee cookies but most of all excellent quality furniture and superb service from everyone in the branch."
• "Best selection on sofas that we’ve come across with great prices and even better sale!"
• "Great quality of furniture and price."
• "The quality of all of the items was excellent and Michael did us a great deal on the price."

Cons:

• "Having purchased 4 very keenly priced red leather sofas, we were a little disappointed when after 18 months the leather started to flake slightly... We have spent considerably more from other retailers and never experienced a level of service or aftercare that even comes close to the service from furniture village."
• "Picked up my coffee table from the Poole store. Warehouse staff dropped the glass... big chip out of the glass top."
• "A neighbour recently had a sofa that was delivered from another company, and three times it was replaced but it was never the colour ordered."