Furniture Village Chester Chester

Reviews

1. Sian Wilkie ★☆☆☆☆

   Purchased a sofa, 2 chairs and a foot stool 3 of the items were delivered first then followed by the last chair(4th December) After a couple of days I noticed there were 2 cuts in the fabric contacted the Chester store by email with photos of the damage, no reply so followed up with another email 3 days later. Again no reply so I phoned the store spoke to the manager Jonathan . He said he had been off and only been back in for a couple of days and just of missed my email. He referred my complaint to customer service and advised they would be in contact. 16th December I got an email next availability would be 2nd January 2026 for anyone to come out. So the after care / engineer came out and said that it must of happened when the delivery team unpackaged the item on delivery. I will get a new cover made and posted to you! My husband was mortified by this answer as they can’t also guarantee that the fabric will be from the same batch which means a slight change in colour to the rest of the chair. My husband phoned the store spoke to the manager Jonathan and explained he wasn’t happy with the outcome and would like a full replacement chair as we are well within our rights to reject the chair. More frustrating that this is the second time ordering an item that something has gone wrong. Last time we had to wait 16 weeks for a foot stool after the 3 previous ones that tried to deliver were all damaged. The customer service from this company is absolutely appalling they could benefit from a course on how to speak to customers when there has been a problem with their order, as they soon change personalities from when they want you to buy from them. I will never buy from this company again even after speaking to the customer service department they were no better help or any help at all. I have no choice now but to contact my bank and raise a dispute I won’t get any form of response from this review apart from the copy and paste “sorry to hear your unsatisfied” Avoid this store so you don’t end up witting a 1 star like many others have

   almost 6 months ago
2. GK 69 ★★☆☆☆

   While the sales associate, Debbie, was courteous and well-intentioned, my overall experience with Furniture Village Chester was profoundly underwhelming. Her professionalism was unfortunately overshadowed by systemic failures in communication and rigid, inconvenient company policies. The primary issues are summarized below: • Communication Failures: I was repeatedly promised callbacks regarding delivery updates and payment queries that never materialized. This lack of follow-through suggests a disregard for customer time. • Inflexible Payment Policies: The refusal to accept secure over-the-phone payments, coupled with the suggestion of an insecure BACS transfer, is outdated. This forced a 30-mile round trip during a personal emergency that could have been easily avoided. • Training Deficiencies: It was evident that newer staff members have not been adequately briefed on store protocols, leading to conflicting information and unnecessary delays. Although the product itself is satisfactory, the disorganized administrative process and lack of basic professional courtesy regarding correspondence have been deeply discouraging. I have little inclination to return to this branch in the future

   almost 6 months ago
3. Karen Salisbury ★★★★★

   Visited furniture village Chester after a lack lustre visit to Stokers and were met by Steve who after asking us what we were looking for steered us to a beautiful corner suit that was just what we were looking for in terms of size, configuration and colour etc. didn’t rush us, made us a brew and left us to discuss privately for a while. No pressure tactics. Came away happy with our purchase and customer service from Steve and manager Will. Struck up a great deal.Suite delivered before chrimbo. Looks great. Thanks guys. Stokers you need to up your game !!

   almost 6 months ago

1. Katy Broster ★☆☆☆☆

   We ordered a bed 25th October, bed was to arrive a month later. On delivery day only the base arrived with no details of how long it would be or where the mattress was. When the delivery men brought the base upstairs they knocked off and broke a large frame with art in it (delivery time was messaged to us as between 3pm and 6pm and the delivery men arrived at 10:30am). I have tried to contact customer service several times to find out where our mattress is and to get a refund for the broken frame. Two weeks later I rang the store number on Google and was taken to Oakland Furniture (there manager was lovely and wish we'd bought there as you can actually get hold of someone). I eventually dialed the sales team (got a quick phone call answer there) and they chased up mattress which was nearly 200 miles away. We were told it would arrive Thursday or Friday, a mattress arrived ... The wrong one. A double was placed on our king size base and was the wrong brand. The next day again the correct mattress arrived but I still haven't heard from customer service for the cost of our broken frame. Not worth the stress and time. We've had to chase and still haven't heard back.irs a shame as products are good but the customer service is appalling. From getting half our delivery, broken furniture, incorrect drop off times, to wrong items delivered and no customer service at all - I'd definitely shop elsewhere.

   almost 7 months ago
2. Junaid Tariq ★☆☆☆☆

   I ordered a sofa from Furniture Village, delivered on 28 June 2025. I raised issues the next day about creasing and poor finish. Despite this, a salesperson refused my request for a refund, saying the sofa was "normal" and rejecting my legal 30-day right to return under the Consumer Rights Act. This is completely unacceptable — I am still within my rights, and they won’t take responsibility. Their “independent technician” claimed the sofa was fine, but it’s clearly not . It's look old as you can see in attached images Attached are photos showing the poor condition of the sofa.

   almost 11 months ago
3. Richard Jones ★★★★★

   Ordered some sofas a few weeks ago, was served by Steven Fernyhough, he explained everything very clearly and I really enjoyed the putting challenge. Would highly recommend Furniture Village Chester.

   almost 3 years ago

1. Kym Dutfield-Cooke ★★★★★

   Steve was very helpful and worked with us to design a custom corner sofa and all the matching pieces.

   almost 3 years ago
2. Zoe Wesson ★★★★★

   John at Furniture Village Chester, was amazing! Helpful and humble and a true asset to the company. Helping us choose colours, checking measurements and offering ample time to consider our options.

   almost 3 years ago
3. Joyce ★☆☆☆☆

   Ordered bedroom furniture. The drawers of both bedside cabinets were stuck, they didn’t open and close properly. We have had two lots of replacements. The last ones are the best of the lot, but they still don't work properly. The quality of this furniture is terrible. I would recommend going somewhere else.

   almost 3 years ago

1. Zoop Loop ★☆☆☆☆

   Avoid like the plague. Ordered a bed it come after 12 weeks which we understood due to covid. It was making clanky noises when you would lie on it. Eventually the screws that was holding it in place broke and the bar supporting the bed nearly snapped in half of you had kids it would definitely be worrying. the bed has been broke for 6 weeks now as you can see in the picture it’s not in sleeping condition. Customer service… they will certainly give you a brain tumour it’s that bad. From pillar to post as if it’s one big act that they will fix it. I am going to ask them to refund it today and pick the bed up but I can imagine that would take another couple of months. DO NOT RELY ON THEM FOR HELP. They have had plenty of scandals with trading standards and I am not surprised. I have a friend that’s a journalist I am going to her in hopes to expose my story and this company.

   almost 4 years ago

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