Furniture Village Cheltenham

Great service from the general manager when my new table and chairs arrived damaged. However, furniture village customer support were horrendous, rude and basically useless, with exception to 1 girl, but you could never get the same person twice. Their warehouse distribution centre lied to me as backed up by the manager. Only today have I finally received a full refund and this has been going on since February with 3 attempts to replace the chairs and the table had to be repaired. Its a real shame the Cheltenham manager is not backed up by their back office support teams. No compensation for 3 days of waiting in, cost of fuel for the numerous journeys to the store.

UPDATE: no luck with escalation route, no compensation as the furniture was returned. Offered me 10% off next purchase. Not sure I'd want to go there again. They do give a price reduction if you keep the items. Appalling customer service.

We had a really enjoyable visit to the store this evening. We were greeted by a female colleague who welcomed us to the store. We then went upstairs and met Joseph, who helped us choose a new bed. Nothing was too much trouble and he was very knowledgeable about the different types of beds we were interested in. So pleased we found the ‘one’ and can’t wait for the delivery.

Team were patient, gave us enough space we didn't feel pressured but equally within distance to ask questions of. A skill in itself. Craig helped us decide by not only consulting their company materials but by calling suppliers for details too, which really went above and beyond for product advising. He was friendly and knowledgeable, being patient with explaining things clearly and helped us work out measurements to ensure the sofas would fit comfortably in the space we have (actually talked us down a size which was certainly the better choice and made the sale customer focused rather than financially focused) and ensuring a minor issue with selecting material colour was sorted too. Overall a great experience, and we cannot wait to recieve our sofas!

One minor detail which felt uneasy was the fact glider feet and care protection were offered to purchase but we declined, it was after that he revealed he'd done them for free and could do half price on the care protection. I'm grateful for this gesture but the way it was delivered made me feel as if I could have been "tricked" into paying for something initially. If these features were simply shown and discussed rather than asked if I wanted to add them for X amount first, it would have felt more comfortable.

Sarah Dowling guided us through very professionally when purchasing our Sleepezee bed at the Cheltenham branch. She was very knowledgeable and helpful with our decision making and made our experience very enjoyable. Obviously to say we made our purchase and she ran through all the Ts&cs so we understood the finer details. Excellent service.

We did not receive the correct mattress cover when our bed was delivered, the Store Manager personally promised he would get it sorted out. We called twice and even visited the store and discussed it face to face with him, 12 months later and nothing, not somebody who keeps his word. Very poor attitude towards customers.

I placed an order on Monday the 24th October and the sales consultant was Joseph Bailes. I went into the store today to find out if the furniture was pickup by their distribution team and to my horror, half of the furniture was wrapped and the cushions just left on the floor behind the sofa.

I couldn’t believe my eyes and took pictures to raise with the management team. I asked staff and the reason was the lamest reason for throwing all the cushions on the floor. I will be leaving a google review as well with pictures on the cushions left scattered around.

Utterly disgraceful and not the way to treat orders and I am sure they won’t take responsibility if the furniture is delivered with marks or even damaged.Please reconsider your options with other vendors…I was at the Oak Furniture Land store and the treatment was so classy compared to Furniture Village.

I spoke to Damian (Sales Manager) who really doesn’t give a toss about the issues raised. The manager blamed the issues on Covid and staff shortages although it’s been 5 days and cushions are still left on the floor unwrapped. These people don’t care about your products and only after the sales. I asked for the order to be cancelled and money refunded, I want to spend my money where I will be respected and my items treated with care and dignity.

Don’t Spend your hard earned money in this shop unless you want your stuff treated like dirt and trash.

UPDATE: I called the store today and spoke to the General Manager and I am pleased to say that he is worst than his actual staff. The manager said the company did actually do me a favour for agreeing to deliver my goods. I was charged a delivery fee of £79 so it was not a free service, but the level of arrogance and pompous shown by the staff was enough validation.

Order Number 438437803

Sarah was the perfect person to help us choose our sofas. She was friendly,had great product knowledge,patient and competent. A relaxing great experience.

No need to go anywhere else! Lovely in store homely feeling, beautiful, high quality products and brilliant staff! Karen was so patient with us and we tried every sofa shop in the area and every sofa in the shop! Finally settled on starlight express - a sofa we didn’t want to get up from! Also found a lovely bed base and corner seat and table for our kitchen diner too!! Highly recommend.