Furniture Village - Gateshead Reviews Summary

Customer Service

Pros:

• "What a breath of fresh air to receive friendly, efficient, and professional service."
• "We had exceptional customer service from Craig Bossons today while we were deciding between three makes of bed."
• "Richard Brennan was superb with us today. Made to feel very welcome and his customer service was fantastic."
• "The Salesmen were very professional and polite. At the same time they made us feel comfortable and were in no way pushy."
• "Richard on sales was very helpful and offered us a coffee the time we waited on a computer to put the sale through."
• "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."
• "Sales consultant Richard Brennan was knowledgable about the products, pointed us in the right direction for the kind of items we were looking for."
• "Nothing was too much trouble. we asked for several price comparisons and spec comparisons for various suites and Tim Vandervelde was only too happy to assist."

Cons:

• "Worst customer service. I placed around £18,000 order. 2 items delivered to a wrong address. One item supposed to deliver within 2 weeks but waited for about a year."
• "We purchased a Duresta sofa from furniture village in December. We have been treated disgusting by the after sales team!"
• "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."
• "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."
• "After care is non existent problems with furniture delivered in February still not resolved. Can’t get through to anyone."
• "Customer service is appalling for after sales. Purchased a sofa and still waiting for a repair since June last year."
• "I went here and I wanted a bed. I discussed the bed with the employees and clearly stated what I wanted but when I received the item they had sent me the wrong material."
• "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."

Product Quality

Pros:

• "The furniture there is all high-end and I am delighted with the sofa and armchair I have ordered."
• "This is the second time we’ve bought from furniture village and from sales consultant @craigbossons. First was a dining table which we love."
• "So happy with our new table. The sales exec who looked after us (Anja) was great from start to finish."
• "Fantastic place to buy your furniture! Well impressed with customer service especially from Tim vandervelde who went above and beyond to help us choose the right sofa we wanted."
• "I have to say that from start to finish my experience with furniture village has been excellent."
• "Very happy with Craig the salesman. Was very helpful explained our options did not rush us also answered our questions & made sure we were satisfied with our order as we were returning customers."
• "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."
• "I have purchased most of my furniture from Furniture Village for many years. Beds , dining tables and 3 piece suites and have never been disappointed with the quality of the products I have bought."

Cons:

• "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."
• "Our sofas are now half as full as they were, quality is horrendous."
• "I purchased a corner sofa which was faulty, I chose an alternative and was promised a full refund for the faulty one."
• "AVOID AT ALL COSTS! We bought a new bed and hybrid mattress from this establishment in July 2022. Within 3 months the bottom of the mattress started developing mould and dampness."
• "The sofas STILL have not arrived and when I enquired about cancelling they said they would charge me 25% of the sofas as a 'cancellation charge'."
• "However sofa was delivered with a rip and trying to get a resolution is like pulling teeth - no customer service at all - made numerous phone calls with each dept blaming the other - would I recommend NO I WOULD NOT!!"
• "I had made an appointment online with the Darlington store, when the appointment time came & when I decided to call furniture village. I was put through to Gateshead store where I spoke to a lady called Evette she arrange for us to have a WhatsApp call so that we could be shown a table & chair set that we were very interested in."