Furniture Village - Guildford Reviews 

John Millar was brilliant very helpful not pushy explained everything thank you john

Liam at furniture village was absolutely amazing! He truly went above and beyond and even answered his phone outside of his working hours to help us with our delivery. We fell in love with a mattress that had a 6-8 week waiting period but needed it literally that day! He worked his magic and somehow found that mattress in another location that was no longer wanted from another order. Two days later and I had the mattress! He went above and beyond, so professional, so knowledgeable about the products and the process too! THANK YOU LIAM!! Steph & Chris

Over six months of delays, damaged parts and terrible communication

I ordered a Castle sliding-door wardrobe and internal fittings from Furniture Village on 1 February for £2,557, paying a £512 deposit. I accepted the estimated 9–11-week delivery period because the wardrobe suited my requirements.

The original delivery period passed, followed by a revised date at the end of April. That also passed without delivery, a meaningful explanation or a realistic update. I repeatedly called, emailed and visited the store, but promised follow-ups did not happen.

Installation was eventually arranged for 20 May. Relying on that date, I removed and disposed of my existing wardrobe. The appointment was then cancelled due to an installer’s injury, with the next available date being 10 June.

When installers finally attended, they could not assemble the wardrobe because some components had been duplicated while essential parts were missing. I was told replacements could take around six weeks, while the online portal showed a shorter timescale. Nobody could explain which information was correct.

I continued calling, emailing and visiting the store. Each time I was promised contact that never came. It was only after escalating the matter through my finance provider that Furniture Village began responding properly.

At a later installation attempt, the team arrived a day earlier than agreed and gave me less than an hour’s notice. I had to leave work, rush home and move everything out of the way. Despite this, the wardrobe still could not be completed because the replacement door was damaged and chipped.

After months of delays, failed appointments, missing parts, damaged replacements and disruption, Furniture Village offered me £385 to keep the wardrobe in that condition. This did not even equal my £512 deposit. Had I cancelled a made-to-order product without justification, I would have lost my deposit, yet after all these failures Furniture Village would not agree to my proposed settlement or make an acceptable counteroffer.

Furniture Village eventually advised my finance provider that it would collect the wardrobe and provide a refund. The wardrobe has now finally been collected, more than six months after I placed the order.

Remarkably, even the collection demonstrated the same communication problems. I had been told the wardrobe was being collected, yet the supplier arrived apparently expecting to fit it. It was only when they arrived that the situation had to be clarified. After more than six months, Furniture Village and its supplier still did not appear to have the same information about my order.

I am now expecting the agreed refund. As the wardrobe was only collected today, I appreciate that this may require some processing time and hope it will be handled promptly.

This experience has involved far more than financial loss. I have spent months calling, emailing, visiting the store and repeatedly explaining the same situation. I disposed of my previous wardrobe, have been left without proper storage, rearranged my belongings multiple times and had to leave work at short notice.

My contract was with Furniture Village, yet I was repeatedly left chasing manufacturers, installers and other parties myself. Furniture Village should have taken ownership of the order and kept me informed.

Having finally found the Guildford store's review page, I genuinely struggle to understand the 4.7-star rating based on my experience. I expect I may receive the same standard apology and request to email them that appears under other negative reviews. The problem is that I have already spent months calling, emailing and visiting the store. Once my finance provider became involved, I was essentially told there was an active claim with the credit company. That does not address the failures that made the claim necessary in the first place.

More than six months after placing a £2,557 order, I have no wardrobe, no compensation for the months of inconvenience and disruption, and I am now awaiting the agreed refund following collection.

Based on my experience of Furniture Village's communication, organisation, quality control and customer service, I cannot recommend Furniture Village.

Great experience at Guildford store.

I recently bought a bed at Furniture Village in Guildford and Iain McPhee who helped me was great - attentive to every detail, patient with my questions, and clearly an expert on the different options. He had a lovely light, easygoing manner that made the whole process relaxed rather than pushy. Iain made buying a bed genuinely enjoyable. Would happily recommend!

The Furniture Village salesman was helpful and knowledgeable but did not make me feel pressurized to make a purchase.

This is a nice store to shop in; products are neatly displayed and there's plenty of room to browse. Staff are always on hand and have good product knowledge.

Easy to shop, easy to buy and a good experience

Khandija was exceptionally effecient and helpful in dealing with my query today.

Great range of furniture, staff were very knowledable and helpful

Always very helpful. Have shopped here for most of my furniture and will do again.

Service was very good, member of staff very helpful and explained everything I needed to know including delivery, in a positive manner! He was pleased to hear that my home is perfect for delivery of a sofa, and they will not have any difficulty with it!

A great collection of sofas and Margaret, the sales agent, gave me lots of good advice.

A great range of furniture styles to suit every taste.
Friendly sales staff helped with the selection.

My wife and myself plus my daughter and son in law went into the Guildford store to look for a chair for my wife. Margaret was the most helpful person you could ask for. And as a result my wife and I purchased the same suit as my daughter and son in law.

The lady sales assistant was extremely helpful and efficient. She answered all of our questions, and provided help when required.

Margaret the Sales Advisor was very helpful and not pushy so buying our sofa was a pleasant and positive experience.

This is our second time ordering from Furniture Village, and once again the delivery service has been fantastic. Our first experience was for a sofa delivery and that was also absolutely spot on.

Nabeel & Hassan were brilliant with our Germain Dining Table delivery — amazing preparation, speedy assembly and incredible care in getting everything set up perfectly in the right place. They came fully prepared with floor liners and all the equipment needed, taking real care of our home throughout.

We’re really happy with the service and would highly recommend them!

Furniture Village in Guildford made purchasing a wardrobe today very clear and straightforward.

Marcel was really helpful and knowledgeable.

Just one suggestion, it would be good if Furniture Village also issued an electronic copy of the contract / sales order by email, in addition to the printed copy (which was handed to us today).

I am very happy, though, with our purchase and the service received. Thanks.

We had a fantastic experience with Furniture Village, from start to finish. The sales guy at the Guildford store was excellent—friendly, helpful and made the whole process really easy.
The delivery was smooth, and the guys who installed our new bed did a fantastic job. They were professional, efficient and took great care throughout the installation.

All in all, we’re extremely happy with the service and our new bed. A great product and a great experience from everyone involved. Would definitely recommend Furniture Village

Very good experience thanks to Gary

Excellent customer service from the manager and Gary who made the purchase of an adjustable electric bed seamless. All needs taken into account and we are happy with quality the product, price and the guarantee for aftercare. It was an absolute pleasure! Thank you Gary and Furniture Village.