Furniture Village - Thurrock Reviews Summary

Customer Service

Pros:

• "Louise listened to our thoughts and ideas and was great at customer interaction and nothing was too much trouble."
• "Ali at West Thurrock was amazing."
• "Paul Welsh the sales representative could not be more helpful and courteous. He was not pushy at all and gave us plenty of time to choose our new sofa."
• "Thank you very much Tammy. She was very relaxed, not too pushy and gave us our space to look around."
• "Fantastic service at furniture village Thurrock provided by Tammy Lee when purchasing a dining room table and two pictures!"
• "We had a lovely experience and Louise had helped us a lot with any issues we had!"
• "Michael Lawrence was very patient and absolutely amazing a credit to your company was helpful and genuine at your lakeside shop would definitely recommend being served by him."

Cons:

• "It all went well to start with, until they had our money. We were told we would receive an order confirmation email within 48 hours, a week later and no email, no response to multiple calls and voicemails left."
• "I will never buy another thing from Furniture Village solely because of the abysmal customer support."
• "Unfortunately I have had the worst customer service I have ever experienced."
• "I would urge anybody not to use this company as they do not care about their customers."
• "They are very responsive during the sales part but following that, they are appalling."
• "Numerous phones calls and 4 emails and I still had no response."
• "Very poor customer service. i placed my order for a sofa on 22/1/23 at their lakeside store and was told my order would take 7 days to deliver. 14 days later still no delivery or any communication."

Product Quality

Pros:

• "I have had several compliments also on the furniture and always promote the excellent service we had."
• "Their products are by far the best quality around."
• "The furniture fits us and is of great quality."
• "After having bought our previous sofa from here 10 years ago and it is still in such great condition, just bored now with the colour, we wanted to buy excellent quality again...."
• "Good quality at reasonable prices. The beds and mattresses felt well made."
• "We both found Suzetta extremely informative and helpful. She gave us space and time to think about what we required."
• "Our advisor, Mr P Welsh, was helpful, polite, and not at all pushy."

Cons:

• "Really not happy with new mattress and pillows we ordered from furniture village."
• "Product not so good. Ottoman bed gas strut bolt sheared after 30 months leaving it very difficult to lift."
• "Some of the initial chair frames I received do not sit flat and wobble so it's very uncomfortable to sit on."
• "We bought furniture from Harvey's a few months ago and have had problems with it. Seating has gone soft and the leather has gone baggy. The suite is now being sent back as a manufacturers fault."
• "Company said they only cover items for 2 years, would expect important parts to last longer than that after spending £1300."
• "I have been scammed! Bought top of the range tempur ottoman bed with additional aftercare warranty. Within 6 months the bed started to squeak very badly."
• "One of the chairs was delivered damaged and unusable."

Shopping Experience

Pros:

• "VIsited the Lakeside store this week. A very pleasant experience."
• "Just ordered a new leather suite here, made very welcome & offered a tea/coffee as soon as we walked in the door."
• "Tammy has been a lovely lovely host on our sofa-shopping journey."
• "We bought a dining table and chairs last weekend. Lovely experience, sales team not pushy at all, very helpful and answered all questions then left us to wander."
• "Lovely display of furniture in a warm and unpressurised environment."
• "We cant wait to get our new furniture now and hope the rest of the service is as good as our initial experience."
• "We had a wonderful experience at the furniture village."

Cons:

• "The base of the table was badly damaged and we were told to contact furniture village."
• "I have a phone call to say my sofa has arrived to be told on 3 occasions that it has been ‘lost in the warehouse’."
• "After 4 weeks we have now been told that this is not due until the end of June!"
• "Ordered a Central Park table which took over 4 months to arrive."
• "Awful. Poor Customer Service and I still have not received my order."
• "The worst shopping experience I’ve ever had."
• "This is unacceptable and very disheartening when you have been waiting so long for something."

COVID-19 Safety Measures

Pros:

• "P.S. great that all staff had PPE, ample hand sanitiser everywhere & all customers have their temperature checked on their way in. Felt much safer than other retailers during the Covid19 lockdown)."
• "We had our temperatures taken every time we visited the store, sanitiser always readily available, pillow protectors to shop with, the sale assistants sanitised seats for us to sit on, they used disposable pens and all sales assistants wore full face visors."
• "During these strange times of COVID-19 we felt very safe and assured that all the correct measures were in place."
• "Felt the safest in their store than any other shops we have been into."
• "The store is so clean and well presented and we were able to browse without being pounced on by the sales team."

Cons:

• "There have been a number of occasions where we have found ourselves browsing around a furniture store just having a look around and being pestered and stalked by staff trying to make a sale."