Furniture Village - Leeds Arvostelua 

Very friendly and helpful colleague, I think her name was Lola. What could have been a difficult conversation was in fact a pleasant one, mainly because of the tone set by Lola and the feeling I had that she really wanted to help me.
I explained my issue and Lola listened to it fully then took her time to investigate and read my notes, on returning to the call she already had several solutions for me, we discussed them and she answered all my questions fully again in the friend calm manner.
On finishing the call I felt listened to and was happy with the outcome come.
The email I was told would be sent was in my inbox with in minutes.
Very happy and satisfied with my call to day which I put down fully to the call operator, Lola.

Went twice for a coffee table and was approached by Mike in a very professional and friendly manner to answer our queries and satisfy us

We had a lovely experience at our initial visit, very attentive staff member, we chose the bed and awaited delivery, however the divan would not fit, a 3ft x 6ft would not get up the stairs, I paid for delivery and assembly in our bedroom, on speaking to the store I was advised of course Divans are ready made! I’ve never bought one before and no signage I could see instore and was never mentioned otherwise why pay for assembly? Anyway for my ignorance of structure of Divans I was charged £376 re stock fee (which we did not know about either) and start the process again, only this time we are sleeping on the floor as our old bed was gone waiting for the new one, roll on our next delivery day!

Richard was great, helped us throughout the entire process and we are so excited to receive our sofa! Couldn’t thank him enough & would recommend coming here to anyone looking for a sofa. This was our first sofa and we are so grateful for all the help.

Richard was very helpful and kind

Mike helped me find exactly what I was looking for and was very helpful.

Staff at the shop polite and helpful . Deilvery punctual. Delivery men efficient and polite.

Recently bought a dining room table from the Birstall store. Mike was very helpful, knowledgeable and made sure we got the best deal, and exactly what we wanted. Everything was efficient and we received our table in just over a week. Our dining room table has now arrived and we love it! Thanks

We purchased a Divan bed and the store colleague was very attentive and didn’t quite a bit of time with us, we paid for delivery and assembly in our bedroom, on delivery day the divan would not fit, we have good access but not for a 3 ft x 6ft 3” fully built divan, I assumed having paid for assembly then that’s what they did, I had no clue they were already built, I went into the store and spoke to the manager who said it’s a Divan of course they are already built! I know that how? No signage in store or explained and Ive never bought a Divan bed before, and because of our ignorance we had to pay £376 re stocking fee and then start again, we did manage to keep the mattress so now we wait for a new date of delivery and we sleep on the mattress on the new floor, it should be made clear to any purchaser that divans are ready assembled as no way would we have purchased otherwise and list £376. Bit disappointed in Furniture Village and has def marred what we thought was fab service. Hopefully the new bed will be here sooner rather than later, sleeping on the floor be it on a lovely mattress is not ideal.

its ok service they delivered insteed of two time done three times i need stay at home for the delivery three days

Shame we had to call about a table fault, but the service received so far from customer care has been amazing. Thank you Khadija for you help and support.

Great service.
No pushy staff

The store staff were very helpful. I was kept informed throughout the buying and delivery process.

After sales service is very poor. You are often in a long queue and when you get to speak to someone they can’t help you. They say they will get someone to contact you as a matter of urgency but no-one does.

Friendly staff patient

A very welcoming Sales representative. (Richard). Attentive, explained fully about the sofa beds on offer. Not pushy, friendly and easy to talk too.👍

I had a very good experience. I was left to view the furniture I wanted for a little while. I was then approached by a salesman who was very polite and extremely helpful. I wanted to view sofa beds. He showed me a couple. Took time to explain everything to me. Thus I ended up buying one from the store. I originally intended to look but end up making a purchase. To me it was the perfect sale.

Love my new wardrobes but I was extremely disappointed with customer service received. I placed my order at the beginning of April and notified them I was moving in beginning of May into my new house, I was told they should be with me for then but didn’t make any promises (completely understandable) anyways I proceeded with the order. Once placed the portal said it would be with me for the beginning of May, the dates on the portal passed and no one had contacted me to book delivery or notify me of any delay. I tried to ring on multiple different times to get ann update and the phone is never answered. Luckily I live nearby to store and I went in chasing answers (plenty of staff, many of which seem to be ignoring the phone ringing and not seeming busy themselves or held up with a customer or anything). I was told on multiple visits someone would chase it and then when I would return after a week or so I was told nothing had actually been chased. I was told staff in store couldn’t ring the warehouse and it was them that was causing the delay. I was eventually told by Richard on probably my 3rd visit to store that the furniture cutting machines had broken during a warehouse move and this was the first time I received an apology, Richard said he would chase it and get back to me in 24 hours. I personally didn’t get an update via phone call or anything. I was given a new date on the portal and it passed again and again no one cared to notify me of a delay or offer an apology. I then had “delayed” on the portal / tracker but no clear date at this point I had moved into the new house and had no wardrobes. No answer again on the phones, returned to store and was told by Louise that she could ring the warehouse - confused if only her rank can ring the warehouse but I had been told multiple times previously only an email could be sent and that they couldn’t ring. The answer on the call was that they will get it to be as soon as possible. Louise said it will be around a week from this point that I would receive a call to schedule delivery/ A week goes by and I don’t receive a call. My plan was to them come into store and cancel my order as it has now got to June (2 months after placing the order, 1 month after moving in) and I had got fed up of waiting with no communication and I was living out or boxes and quite frankly I didn’t want to give my money to the company anymore, I sent a polite email to management chasing for a final update and to say I was dissatisfied with the service so far (to which I never received a reply) and then a couple days later I receive a call saying they can come out in 2.5 weeks and install them. I decide to proceed as I loved the look of the wardrobes and struggled to find others that I liked as much. The 2 men that built them were lovely, quick, chatty and efficient and I love the wardrobes, hence the 2 stars (although delivery and assembly is by a separate company to furniture village that they have a partnership with) but I really am let down by the customer service I has at the store. I am relieved they are finally here but I don’t think I’ll be placing an order from furniture village again unless it is an item that is to be delivered asap but even so I feel put off from my experience.

We ordered 2 FLEX RHF CORNER SOFA BEDS, and they arrived approximately 12 weeks after placing the order.

The delivery team were polite, respectful of our property, and communicated well throughout the delivery. They had to make two trips from the van to bring all the parts into the house. Before leaving, they took several photographs and explained that these were to protect both themselves and the company from unnecessary claims and customer complaints. They also demonstrated how to convert one of the sofa into a bed and how to use the beige power recliner.

Unfortunately, the delivery was not completed as it should have been. The second grey power recliner was left without being connected to the battery charger and mains socket. We also asked about the furniture gliders that were included in our order, but we were told they were not on the van. The delivery team promised to return later that day to connect the recliner properly and deliver the gliders, but they never came back.

I contacted customer services, who arranged for a technician to visit and connect the power recliner correctly, and they also said the gliders would be sent out separately.

As a customer, trust is important. We accepted the delivery believing the outstanding issues would be resolved the same day, based on the delivery team's assurance. I feel customers should only be asked to sign once every item has been delivered, everything has been set up correctly, all accessories have been provided, and the customer is completely satisfied. Instead, it felt like the company was more focused on protecting itself than ensuring the customer received the full service promised.

Despite these issues, we are very pleased with the appearance of the furniture. The leather looks and feels high quality, and the reclining mechanisms work well. We hope the furniture proves to be durable for many years, and that if we ever need to use the additional insurance cover we purchased, the after-sales service will be just as reliable.