Furniture Village - Crawley Reviews 

I needed my recliners settee adjusted and fixed. It is under guarantee. Liam from Oak Furniture land answered my email request for my settee to be adjusted, by callingme and arranging to send someone out. He came back to me so quickly very grateful.

Very good service from both Isabella and Simone at Crawley showroom.

The salesperson was knowledgeable and helped us pick the correct sofa for us.

The sales lady, Simone was extremely helpful, very knowledgeable and best of all, not pushy in the slightest. A credit to your shop.

Had exactly what I wanted. Staff very friendly & helpful! Think the lady that helped us was Isabella?

Very helpful assistant. Very easy to order our barstools. Thank you Simone.

Went to the branch in Crawley which I would not do again on the basis we were buying expensive furniture. We spent some time looking around. This resulted in. I was getting a parking ticket. It’s so far taken two weeks to get that sorted and we’re still not there we did give the company our numberplate regrettably this was not taken down correctly. As a result when we asked them about talking to The car parking people the response we got was our hands are tied you’ll have to deal with it yourself. This is taken as a considerable amount of time and we’re still not there yet.
The table and chairs we ordered has arrived and the delivery driver has actually noticed something that they said they’ve never noticed a Mark like that on there before and of course when someone point something out like that in those words you instantly home in on it, they said they would contact customer service services and customer service services would contact us in 72 hours. We then got a call four hours after the delivery from the sales person saying is it the colour that you ordered which he was and she said it’s a natural product which it is because it’s marble and therefore there’s nothing we can do. My hands are tired. You’ll have to speak to customer services when I explain that the drivers with the people that picked it out and said that customer service would be contacting us she said okay wait for them to call back.
I appreciate she might not be able to do anything but it was the way this came across which was rather stressful.
This is a typical example of the salesperson or the sales people to be fair. I really nice to you right up until the point that you’ve paid and once you’ve paid, that’s it.

Way of speaking is good

Always shop here great products staff very helpful

The gentleman assistant was polite, helpful and took the time to explain everything about my purchase

Great service, really helpful and friendly staff member Simone.
She was incredible when we ordered our new dining chairs. Couldn’t have asked for anyone better.
Thank you!

Izabela looked after us very well without being pushy

Excellent selling experience. Smooth, short and easy. Very clear process.

Made to feel very comfotable and didnt feel pressured at any time

I have purchased furniture from Furniture Village on several occasions and have always chosen the Croydon branch, partly because of the wide selection of furniture stores in the area and, more importantly, because the service I received there was consistently excellent. This time, I decided to use my local Crawley branch, expecting the same high standard of customer service. Unfortunately, my experience proved that not all Furniture Village branches deliver the same level of support. I was disappointed with the service I received from Dean, and subsequently from the store manager during a discussion I had regarding the issues outlined below. I was left with the feeling that once my purchase had been completed, customer service was no longer a priority. As a result, I will not be using the Crawley branch again. I hope both Furniture Village and prospective customers take note of this feedback, as my experience at the Croydon branch has been significantly better in terms of product choice, customer care, and post-purchase support. In my opinion, the difference between the two branches is substantial.

A special mention and sincere thanks to Perry and Dave, who delivered our furniture yesterday. They were extremely professional, courteous, and helpful throughout. Although one of the sofas could not be installed, as explained below, their customer service was exceptional and a real credit to the company. The Crawley branch could learn a great deal from their approach to customer care.

My concerns relate to two specific issues:

1. Price Promise Not Honoured
When purchasing the two sofas, with a total value of approximately £5,000, the store applied a discount which they will always do. During the sales discussion with Dean, we specifically agreed that if the sofas were further reduced during the upcoming May Bank Holiday sale, Furniture Village would honour that lower price. As it turned out, at least one of the sofas was subsequently reduced by a further £250. However, when I raised this with the store, both Dean and the manager advised that because we had already received a discount at the point of purchase, no further adjustment could be made. This was despite a clear agreement that any additional Bank Holiday promotional discount on the original list price would be honoured. I found this extremely disappointing and felt misled by the commitment made during the sales process.

2. Incorrect Advice Regarding Sofa Access
One of the sofas was purchased for a loft conversion. We came to the store fully aware that access through the loft doorway would be tight and therefore brought all relevant measurements with us. We explained our concerns clearly, and Dean assured us that the sofa would be suitable because it could be delivered in multiple sections. In fact, he showed us to the section at the back of the store that would have all the suitable sofas. After reviewing the measurements and discussing the options, we proceeded with the purchase on the basis of this advice. Unfortunately, when the sofa arrived, it would not fit through the doorway. Perry and Dave were excellent in handling the situation. They took the time to explain the available options and suggested an upholstery specialist who regularly works with Furniture Village and is known for carrying out this type of modification work. We have now booked the specialist, but this will cost us an additional £280 to have the two-piece sofa adapted. Given that we had been transparent about the access restrictions from the outset and relied on the advice provided in-store, I would have expected Furniture Village Crawley to offer some form of goodwill gesture, whether covering the cost in full or contributing towards it. Instead, my conversation with Dean was disappointing. I found him dismissive, unhelpful, and lacking the level of customer service I would expect when trying to resolve a genuine issue.

In summary, I would not recommend the Crawley branch of Furniture Village based on my experience. I do not wish to criticise the company as a whole, as I have received excellent service from the Croydon branch on multiple occasions. However, the contrast between the two stores is massive. For any future furniture purchases, I will happily travel further to Croydon, where I have consistently received both excellent customer service and support after the sale.

Matthew at Furniture Village County Oak was excellent he explained everything in detail re our purchase was very helpful and answered all our questions.

Dean was very nice and provided all necessary information and more.

Dean was really helpful , giving all information of the sofas , best opinion on everything!

Visited today and Dean was extremely helpful and was very informative and we walked away with a new sofa ordered

From the welcome hello and coffee to the walking out with a purchase we felt very comfortable looking around with no pressure- thankyou