Furniture Village - Crawley Avis 

We were approached by Jon when we arrived, very calm and no pressure at all, he explained difference in what we were looking for then gave us time to ourselves to have a look.

When we were ready to proceed with a few questions, Jon was more than happy to assist

We were welcomed and they were courteous and helpful.

Giving you time to browse, a polite and cheerful service

Promised a delivery date for July ( moving into new home )
Now been told maybe August or September

We purchased a recliner sofa and matching chair in January 2025. In December 2025 we had to make a claim on the care plan due to structural damage. After much back and forth Castelan (furniture villages insurance company) agreed to settle the claim by credit note. We visited the Crawley branch and asked Andrew to help process the credit note, we wanted to purchase the same chair which was available. Andrew was very rude and dismissive of our concerns and queries, baring in mind the issues we were in are through no fault of our own. Andrew advised we would have to pay £119 for delivery, and when we queried this was told in not so many words ‘tough luck’. We queried why the deliver was so expensive when we paid £119 just a few weeks before to have a kingsize bed delivered and installed for the same price. Conveniently told us he selected the wrong one and that it was £75 instead. We still argued why we had to pay this when it wasn’t our fault, and asked for a manager to perhaps use managers discretion to be told ‘they aren’t going to do that for you’. We walked out a left through sheer frustration at the audacity of the customer service, or lack of.

Went back the next day as the credit note expired the next day and asked for a manager. We spoke to Jason who listened to our experience and said that as a good will gesture he will wipe the delivery fee so we weren’t in a worse position then when we started.

We booked it in and left. Then received a call from the delivery team the next working day saying we need to pay the balance in order to book in the delivery.
More admin we shouldn’t have had to deal with. Got a call from Castelan to go over the issues as I emailed them to complain, and they said it’s in the policy that they cover the deliver fee, so it wasn’t a gesture of good will it was their policy and Andrew was unnecessarily rude.

We will never ever use Furniture Village again.

Sales representative was very pleasant to deal with.
Polite & friendly .

This is difficult to rate as there are several parts to the business. Dean in store was and continues to be amazing, very knowable and helpful. The delivery team also fantastic, friendly and professional also wore over shoe covers to protect my carpets which was a nice touch. The warehouse however is another story, firstly almost impossible to get hold of, but also sent 2 right hand sides of the bed instead of a left and a right, I was told would contact me within 72 hours, that didn’t happen, after a week I contacted them, then said they would get back to me, then I was told would have to reorder and this would take another 6 weeks, thank goodness for Dean who sorted it out. Store and delivery guys great, let down massively by the warehouse.

Sian was amazing, she was kind, funny and helpful and answered all our questions. She showed us all the possible options and helped us get a great price on our new dining set. Would definitely shop here again!

Great selection of beds and mattresses. Sales Assistant was very knowledgeable and understood our requirementd

Dean at the Crawley branch was very helpful and knowledgable. He answered all our questions and gave some great advice when choosing colours

Excellent selection of sofas. As we needed a sofa quickly we were delighted to find a sofa in our choice ready for immediate delivery. Andrew helped us with our order which should be with us next week. Relaxing atmosphere with no pressure selling, can’t recommend enough

The young lady I saw was very helpful even made us a coffee explained about the furniture really happy

We met Izabela a couple of weeks ago when we started looking for a new table and chairs and she was very helpful and not at all pushy so we came back today to buy them and saw her again . She is lovely friendly lady and we were very happy to do business with her

Great service very helpful

Dean made us welcome with a coffee and great friendly service

Very good customer experience with Dean

Dean was really helpful

We are happy with service. Dean helped us very quickly service and friendly