The Furniture Village
Complaint 181100 Details

I have had problems with our furniture store ‘The Furniture Village’ and I have found a link online to contact yourselves as we do not seem to be getting anywhere! I need help and advise please as we are not happy!!
Please see the email below which I sent to the managers and yet again I have not had a response or a satisfactory result.
You will have plenty of information from this complaint email below however should you require any further information please contact me.

Thank you

Attn: Complaints Manager,

I am yet again appalled by the customer service and after care we have received from furniture village.

The problems. We have incurred over the last 12 months have brought nothing but pain and stress to both myself and my partner.

I would like to remind you of the issues we have experienced;

1) Within days of sleeping on our super king matters we were unhappy. I came into your shop and advised one of your team we were unhappy and extremely uncomfortable however we were told there was nothing you could do We put up with sleepless nights and days of aching (not to mention my partner has previously been off work for 9 weeks as a result of back problems which your company was informed about) until it got to the point where neither of us could move as our backs were in agony (considering we were advised it was better than an authopaedic bed) It took you 10 months to change the mattress.

2) During the process of changing the mattress were we're told the cause of the collapsed springs was due to bending the large mattress up the 3 story house we have which is fair enough, however we were given advice and told by Barry that the best option would be zip and link, we were also told by Clint that we basically had to accept the zip and link because if we chose for a full size mattress again you would not be willing to replace if the same thing happened!!!!
When I asked for a picture of a zip and link, surprisingly there was none! When I asked if you could feel the link he said no and that he has one at home! This was clearly a lie to get a sale or even shut if us!

Upon our arrival of the new zip and link mattresses we found not only was it smaller than our base and the mattresses were two different heights (which again we were not told) we have not yet been able to get close to one another as it is ridiculously uncomfortable where they join!!! I would like to add there was no deduction in the new mattress even though it is smaller than a super king which is what we are paying for regardless of the zip and link.

3) when we ordered our bed early 2011 we paid extra for a deluxe mattress topper , and much to our surprise this took an additional 10 weeks to arrive after we received the bed.

4)when we originally received the bed in December 2011 we noticed the headboard was not matching the base as the base was suede and headboard leather!! When we told the delivery guys they asked us to call the shop which we then did- again I was told there was nothing you could do.

Only after complaining about the mattress a second time and had Clint come out to our home, i actually got somewhere - he confirmed they do not have that headboard in store and he had never seen it!
However he told us that it would be easier if the new headboard would be delivered with the new mattress....

5) We have now has these new diabolical zip and link mattresses for 3 months and yet no headboard!
When I first called it was out of stock - I asked someone to keep me informed and surprise surprise weeks passed and I had not had any communication again!
When I called again it was being delivered the following week. Great!!! But actually upon delivery it had the wrong fittings on!!! How this happened is beyond me.
However the delivery guys took our old one away and 4 weeks later we are still without a headboard.
On the day of the delivery if the new suede headboard 4 weeks ago i called terry and put him onto the delivery guys who explained the fittings needed. Terry then told me he would call me back early the following week, I called on the Wednesday and was advised he is out of the office for 2 weeks!!!
I called again this week and was told a technical would call to get the measurements of the bed????? The technician called me yesterday evening at 6pm and told me the only tune he could come out was 2 weeks away at 9 in the morning (this is the only time he could call out and couldn't do evenings or weekends) There absolutely no way I can or will take any more time from work and lose more money when this should have been resolved 4 months ago.

This is completely unacceptable and We have not yet had a full satisfactory bed since the day it was delivered and everytime I call or email my complaints I feel they either get ignored or laughed at! Nate in mind this is a £4,000 bed which anyone would expect one if the best beds and after care for this money.minus our 10% deposit we have already paid £100 for 12 months do far which to my knowledge is approximately £1500 for a bed we Are not by far happy with.

We have been more than fair by continuing all payments throughout these problems, however I will be reporting your companies service and after care to trading standards a d other authorities unless we receive some form of compensation.

I await your response!