Furniture Village - Exeter Reviews Summary

Customer Service

Pros:

• "So Very Well Done to Furniture Village they went the distance which is what we want from businesses."
• "Just arrived back from furniture village Exeter we where looked after a lovely gentleman name Ben."
• "Best service we have received in a long time and we will definitely consider returning to look at other furniture items in the future."
• "The cookie's and coffee are a really nice touch we will definitely recommend this to friends and family."
• "Donna is a very helpful and very pleasant person and assisting to be around."
• "We can’t recommend this store enough. He went above and beyond to fulfill our needs and we are so pleased with the quality of our new dining table and chairs."
• "A very pleasant shopping experience all-round. Thank you."

Cons:

• "Absolutely horrendous! Will never use furniture village again."
• "Every time I contact them they tell me it will take 7 working days to process, yet the refund request never seems to be processed."
• "No quality control from whatever factory this ships from and absolutely no customer service."
• "When you finally get through to the central aftercare team, they never call you back when they say they will and fob you off with ‘as per policy’."
• "Very bad communication and extremely rude staff."
• "Absolutely terrible aftercare."
• "Don’t trust a word on delivery they will fob you off and you might get it 8 weeks after the promised date."

Product Quality

Pros:

• "Really beautiful furniture I didn’t mind the wait it was perfect."
• "Great quality furniture only bettered by Oustanding staff."
• "Product quality looked good and there was a good range of colour choice."
• "We Ordered Two Starlight Express Leather Recliner Sofas."
• "Our current furniture came from here 17 years ago so it lasts well."
• "I recently bought a few items of bedroom furniture for my son, a lovely quality wardrobe and matching bedside table."
• "Bought a lovely couple of sofas at an amazing price."

Cons:

• "Not a pleasant experience although shop and sales was ok Two weeks after our sofa corner unit was delivered the cushion fillings went soft and uncomfortable to sit on."
• "Within weeks it lost support in the seats, had an inspector out to it he said there's a fault."
• "We spent a small fortune buying a leather sofa from this retailer. Sadly it turned out that parts of it were not genuine leather."
• "The surface peeled off, to expose fabric underneath."
• "One leg is shorter than the other so it has a very bad wobble."
• "The bed and mattress was delivered and aired as per the store instructions. 7 weeks later we are still waiting for it to be replaced because the smell is so vile we do not want it in the house."
• "Don't buy a Title Zeon sofa from FV unless you like seats with more wrinkles than the Himalayas."

Delivery & Aftercare

Pros:

• "Brilliant service from Furniture Village and their delivery crew."
• "The delivery men were fantastic. They were polite and friendly, and really skilled."
• "Aftershave service was also very good I was called for the 2 deliveries and the person on the phone made sure I was happy."
• "Ben was so helpful in finding us our perfect dining table in time for Christmas."
• "We were very happy with the personal but unobtrusive service we received."
• "Had one of the best customer service experiences I could ask for thanks to this young man called Leon."
• "Excellent service from Mark Burston of the Sowton Branch."

Cons:

• "8 months and still waiting for the bed we ordered in Oct20."
• "Been waiting 17 weeks for a bed."
• "Phoned to arrange the delivery only to be told it will be delayed until April."
• "Ordered a dining table set back on the 14th July, still hadn't received the table by November."
• "The Logistic company were supposed to deliver yesterday between 8-8 what a surprise they didn't turn up and would not answer their phone or reply to messages."
• "Waited months longer than stated arrival, without communication from them, we had to keep ringing them."
• "If I could give these a zero star I would we have waited for a bed we ordered in December that was supposed to be with us within 13 weeks and we are now in April."

Staff & In-Store Experience

Pros:

• "We were helped by Alex who was amazing at sorting out exactly what we needed."
• "The service I received was excellent and Ben was extremely helpful, friendly with fabulous product knowledge."
• "Ordered by phone and Donna could not have been more helpful."
• "Donna & Suzie were very friendly, knowledgeable and helpful on both visits to your store."
• "We were greeted but left alone to browse."
• "We were every pleased to meet Cindy and to place an order with her."
• "We were looked after very well indeed I was even able to bring my dog in from the car."

Cons:

• "They charged us £250 to cancel bed, and it was not even dispatched yet! No apology for not explaining this at time of purchase! Daylight robbery!"
• "Poor service. Was told it would be 1 week until I could pick up my order."
• "I actually had to go and find the remaining members of staff."
• "The initial salesman who ignored me continued to see me and pretend he was busy."
• "Try and cancel and they will threaten a 25% fee that’s when the lovely staff turn nasty."
• "I walked in to the store to be met by an efficient young man who explained the COVID procedures and advised me of the layout of the store."
• "A gentleman who was sat at the back of the shop, was very short answering my question."