Furniture Village - Orpington Recenzje 

I went to Furniture Village in Orpington with my 78 year old mother in January this year.
She had just downsized into her new flat and needed sofas, and bedroom furniture.
My first massive mistake was going to Furniture Village, 4-months later we are still living the nightmare.
The sales staff were very polite. She bought 2 sofas, a foot stall, two wardrobes and two bedside cabinets. We were advised of the wait times which was fair enough.
The two sofas arrived on time without problem, but no foot stall. A week or so later i received a telephone call from the Furniture Village warehouse in Dartford informing me that the foot stall was in stock & could I collect it. The following day i drive 9 miles to the warehouse. After waiting in reception for 75-minutes I was told that that they couldn’t find it! So I left without it. Two days later I received a further call saying that they’d located the foot stall and asked if I could collect it. So again I drove to the warehouse and again waited in reception for almost an hour to be told for a second time….We can’t find the foot stall. So for the second time I left without it. To date I’ve driven 36 miles and wasted 4-hours of my time.
The finally the third call arrived, they’ve found the stall and they were happy to deliver it for free! We arranged a date & time. Guess what? They didn’t turn up. I went back to the store where we purchased it (More of my time & fuel) and requested a full refund of £425 which the salesman did.
Then the wardrobe saga starts. The wardrobes (x2) and the bedside cabinets were delivered a week after the scheduled date, but fair enough. My 78 year old mum took delivery as I was busy. At the time of purchase the salesman said it would take approximately 1 hour per wardrobe to install plus the bedside cabinets. The delivery guys, who clearly hated their jobs were gone in less than 25-minutes!
My mum highlighted that there was a crack in one of the door mirrors, their reply was “It’s only a small crack love, you won’t even notice it after a while”.
She phoned me up and told me, so I went straight round to her home.i was fuming.
Not only was there an 8-inch crack in the mirror, there was glass splinters on the floor where these idiots had broken the glass. They didn’t even ask for a hoover to clear up the glass shards. I inspected both wardrobes, both of which were damaged, neither had been put together correctly, one of the doors were springing and wouldn’t close properly and neither had been fixed to the wall, or fixings left on site. They had totally taken advantage of a vulnerable 78-year old lady. How low can people get? I took a video and photos and immediately went back to the Orpington store. The managed assured us that everything would be rectified and new wardrobes would be ordered.
To cut a long story short, the replacement wardrobes we’re not ordered. On 13th April i recieved a call from customer services who asked “Hi, do you still want us to order replacement wardrobes or are you happy to keep the original ones, there is now a 12-week wait from date of order”. I was fuming, Customer services are absolutely useless, not fit for purpose, their two key phrases are, I’m Sorry and It’s not our policy. I went straight to the Orpington store for the 8th time. Basically they passed the buck o customer services, who passed the buck to the Dartford warehouse, who said I need to sort it out with the store. All we want is these dangerous wardrobes collected and an immediate refund. Simple? No no no not for Furniture Village. They can’t collect them because they were originally delivered by a third party (Instructed by them not me!!).
I informed Furniture Village that my mum lived in a small flat, she had stored their damaged dangerous wardrobes approximately six weeks for free. On 17th April we have wardrobes being delivered by another company so they need to collect their wardrobes or I have no option but to put the damaged wardrobes in the garden. They said we can’t collect the wardrobes just yet and if you put them in the garden we will make a deduction from your refund. I explained the flat was small and storing their wardrobes in the hallway could be a fire risk, that absolutely fell on deaf ears, they were not one bit bothered.
Facts:
Customers Services are not fit for purpose, average wait time to speak to them is 28-minutes.
Be prepared to listen to lies from their staff.
Be prepared to get bored with the phrase ‘It’s not our Policy’, every time you speak to them.
I have had to visit the Orpington store 8 times with a 20-mile round trip and 2-hours each time.
Ive attended the Dartford warehouse on two occasions, 18-miles round trip and 2-hours each time.
I have waited in telephone queue in excess of 6-hours.
To sum up:
Furniture Village have not got any morals, they take advantage of elderly vulnerable customers.
DO NOT USE

Michael was super helpful. He knows his stuff, and was able to show us what we we wanted without having to try lots of different sofas. Excellent.

Barbara was very helpful and efficient and the chairs we bought were the most comfortable we found and st the best price. Always our first choice for furniture.

Great customer service by Barbara at Orpington. She is very friendly, knowledgeable and helpful. Not pushy and understanding of what is someone looking for.

I ordered two G Plan sofas on 16th February and was told that delivery would be 8-9 weeks which was acceptable to us. I had a call on Thursday 26th March to say they were expected in and delivery was arranged for Thursday 2nd April. We got rid of our existing sofas on 1st April to make room. I got a confirmation email and text to say they would be delivered between 7-10am on 2nd. At around 9.56 I got a call from Emily to apologise that she didn’t ring before but out sofas hadn’t arrived at the warehouse and she wasn’t sure when they would arrive but she would endeavour to contact G Plan. As we had nothing to sit on I waited in a queue for complaints and was told I should have rang the warehouse. I ring the warehouse and waited in a long queue to be told she hadn’t had any luck with G Plan. By this time I was exasperated as not only had we had nothing to sit on, it was bank holiday weekend and we were expecting guests for Easter. I asked if they could supple us a loan of something to sit on and was told she had to ask her manager and get back to me. She rang back and said she could get a sofa to us on Saturday. It arrived after midday and even the delivery men were embarrassed in what they had to deliver to us.
I believe a policy should be in place to cover eventualities like this without the customer having to chase the company for a solution.
I do hope our new furniture arrives before we go on holiday at the end of the week.

Very happy with both ordering procedure amnd deliver/setting up.

Well what a pleasant experience !! On our first visit we were helped by Barbara giving us advice and prices for the sofas that we were interested in. No hard sell or pressure whatsoever to make a decision there and then. We returned the following day to place our order after making our decision. We were served by Barbara along with Ian both of who were efficient and friendly.
We found Furniture Village to have a great range of sofas and a relaxed atmosphere. Now looking forward to receiving our order 🙂

Was welcomed with a smile and very friendly from the start. When we decided on the sofa Barbra went through everything in detail and was polite at all times - she was an asset to your company

Leigh was so helpful and knowledgeable a credit to your company

We were helped by Clare who was wonderful. We got everything we wanted with a great discount and service with a smile.
Thanks Clare

“They arrived on time with the wardrobe and assembled it in less than an hour.”

Leigh was friendly and helpful in providing information to enable me to make a decision between two different ranges. I purchased a tv stand and coffee table and the purchase process was smooth and quick.

A warm welcome as soon as you arrive in the shop, we was dealt with a member of staff called Lee ? He was very polite and friendly, he gave us very helpful advice on a setee and dining table , of which we purchased, he was very experienced with furniture, as he answered all our questions and more , I would recommend the shop and staff as a 10out of 10 so thank-you Lee it was a pleasure doing business with you and the company I would certainly recommend this shop to any one buying furniture 👍👍👍👍👍🤩

Service from Leigh Chatten was excellent.

Big shout out to Michael Lawrence at Furniture World, Orpington. I bought my elderly mum & dad in today to buy 2 recliner chairs. Thanks to Michael it was an easy, stress free visit. He was so kind, helpful & knowledgeable. Went above & beyond for them, explaining everything slowly & carefully. Can't thank him enough! A credit to your company.

Michael was the best in Orpington his input has transformed our house

Michael was very helpful and experience was very straight forward

We had a fantastic experience purchasing our sofa and ottoman TV bed, thanks to Jason, the General Manager. He was incredibly professional, helpful, and efficient throughout the entire process. Jason took the time to answer all our questions, offered great advice, and made sure everything went smoothly from start to finish. His friendly attitude and excellent customer service made the whole experience easy and enjoyable. We’re very happy with our purchase and truly appreciate the outstanding support Jason provided. Highly recommended!

We were shopping for a new mattress at the Orpington Store.
Sean, the member of staff in that section, was extremely helpful, friendly, patient and non-pushy.

Lee was very knowledgeable and gave us some really good advices