To hell and back - I went through a lot of trouble to get delivery. Sales great, operations terrible. Pity customer service.
EDITS RIGHT AT THE BOTTOM OF THIS.. so read through and make your mind up
Ordered in August for a pre-Christmas delivery.
- First confirmed a Sunday 5/12 delivery. I have proof in the message sent to me. That did not happen.
- They then confirmed that the 2 seater sofa would be delivered on 10/12 but instead delivered our 3 seater chaise. To date 17/12, the 2 seater has not been delivered.
In total, made 20 calls, 4-5 chats, 4-5 emails, 3-4 twitter DMs. No response.
Call center and chat ask you to call the warehouse - called them 16 times to date. Called call center 4-5 times.
Twitter handle guys asked me to call 01525289596 who directed me back to the warehouse
Chat asked me to email myexperience at furniturevillage.co.uk 'if I have a complaint'
Chat also asked me to call 'Aftercare' 08008048879 option 2 where I was caller no 27 and waited 30 minutes to get through
Call centre option 2 'Aftercare' forwarded me to some 'online store' call centre where I was caller no. 11 and waited 20 minutes before being told to call the warehouse 01322479700!
Called the warehouse for the 15th time, Caller no. 2 but never got through and left a voicemail - total number of times I have left a voicemail - 4. Called the warehouse for the 16th time
And three email addresses fvonline6 at furniturevillage.co.uk,
online at furniturevillage.co.uk, reviews at furniturevillage.co.ukare yet to respond. Added the fourth today myexperience at furniturevillage.co.uk.
I spent another 1.5 hours today on the case.. to add to the 4-5 hours to date. Total 6+ hours!
I have been assured every time I managed to get through to an actual person that s/he would -
1. call me back the same day
2. resolve this immediately
3. send email to the warehouse
4. walk downstairs and talk to the warehouse manager
which has not resulted in any favourable outcome yet.
Edit to above after the below reply from FV - Hi Kate, you did not read my review where I mentioned that the email you ask me to write to is one of four email addresses I have already written to, multiple times. Action please, no empty platitudes. To date, 30/12 NADA, zilch, zero for all the trouble.
Edit to above on 6/2/22: Had multiple emails and conversations in the last month or so with FV and also with Hitachi Finance. FV Operations wrote to me cancelling the 2 seater and refunding a proportional deposit. I had to remind them that I don't expect to mix and match my already delivered FV 3 seater with a 2 seater from another showroom. Essentially saying I expect to cancel the entire order and complain to Amex to get my entire money back and FV could collect the delivered product.
I now have the two seater delivered today, phew! And predictably, there was a mishap - the very expensive glides (should have got them online from elsewhere) were not in the order.. the delivery guys luckily had extra in the stock and fit it.
FV has said to keep the part refund given to us when they mistakenly cancelled the 2 seater order. No consolation for the troubles we had..but atleast the saga is over. Never again surely.
December 17, 2021
Unprompted review