Furniture Village - Romford Avis 

I am very disappointed with my recent experience with Furniture Village. I purchased two sofas at a total cost of £3,790, only to find that they are unfortunately too large for my living room.

I appreciate that the sofas were made to measure and that Furniture Village has a policy regarding refunds on bespoke furniture. I am not requesting a refund. I have simply asked whether there is any possibility of exchanging the sofas for two smaller alternatives that would be more suitable for the space.

Unfortunately, the resolution offered to me was 50% off one of the sofas, which could then be used towards another purchase in store. This would still leave me over £1,000 out of pocket, despite having already spent £3,790 with the company.

What has been particularly disappointing, however, is the lack of communication from the Romford store. I have contacted the store on four consecutive days requesting to speak with the store manager, Jamie. On each occasion, I was assured that he would return my call, but despite repeatedly following up, I have received no call.

I understand that businesses have policies and that made-to-measure furniture can present certain limitations. However, I would have expected a company such as Furniture Village to make a genuine effort to find a reasonable solution for a customer who has spent almost £4,000 and is simply asking to exchange the furniture for a more appropriately sized alternative.

The lack of communication has made an already frustrating situation considerably worse. I am not asking for special treatment or a refund; I am asking for a reasonable discussion about an alternative solution.

Overall, I am extremely disappointed with both the proposed resolution and, more importantly, the level of customer service and communication I have received from the Romford store. I expected considerably better after making such a substantial purchase.

We purchased from the store near Gallows corner Romford. Would recommend them. Great service from purchasing to delivery and installation. Scott & Alex were very informative when they’d assembled the furniture and very respectful of our home. We’d ordered 8 chairs but only 6 were delivered which we were told about on arrival. The follow up customer service was very swift and efficient.

Very friendly and helpful

It was a good experience.
Swarn Marwah at furniture village Romford is professional and very helpful. He was very patient with our purchase

Kam was very helpful (and very patient as we looked at various fabric options) and made sure we had coffee as we tried the various sofas. He was quite happy for us to look at a competitors store before coming back!

Staff and service of Ahsan looked after us well and was very informative, and understood all my requirements and I got a sofa according to all my requirements

I been there to purchase TV unit and wardrobe. I have been served by Salim very nicely. He showed me all the options and explained me with detailed. Very happy for the service.

Thank you so much. ! I will suggest to go to this store. Will come back definitely.

We had Salim help us today.
We purchased a bed and a mattress.
Excellent customer service. Polite and very helpful. I’d definitely be back and ask specifically for Salim.

Dragos has been amazing throughout our whole process. Best customer service ever. Look for Dragos.

A very in depth assistance provided from Kam. Very good knowledge on everything we viewed on beds and sofas and attentive in our needs as new buyers. Didn’t feel rushed or pressured into viewing or making any decisions. Also offered a hot drink which was a nice bonus. All round very happy with the service we received and our bed purchase.

Didn’t get the delivery on time. They changed the delivery schedule 3 times. Worse customer service I’ve ever had with furniture village. I had to cancel family gathering because I didn’t get the delivery on time.

Dona from customer after sales service was veey helpful and explained what needs to be done .

Swarn Marwaha was excellent, very helpful and patient.

Mr Swan Marwaha was such a great sales man, he took his time to explain and talk us through put choice and the if the size of would fit perfectly. Amazing customer service 👏

Salim Hasnat was very helpful, knowledgeable and provided us with an excellent experience buying a mattress and bedframe. Thank you!

I had come in for a sofa Monday just gone, at the furniture village store in romford. And was tended to by an absolute gem of a lady... She was polite, professional and got straight to the point. Couldn't have asked for a better service! Thank you Nicola! - up her wage £££.

Dragos was a lovely sales person great customer service

Helpful and friendly advice from DRAGAN who was also knowledgeable on the product.

Made it a quick delivery as I wanted,
And a discounted delivery charge.

Have been meaning to write this review for a while- Nicola was so lovely and helpful through what has been my biggest purchase for my new place so far, so reassuring and shared my excitement! Talked through maintenance of the sofa too. Got me such a good deal.