Furniture Village - Thurrock Reviews 

Really disappointed with Furniture Village.

I ordered a sofa in September for our new extension and paid around £400 as a deposit. Since then, the building work has gone disastrously wrong and we may now need significant parts of the extension rebuilt. We have no idea when the room will actually be usable.

I contacted Furniture Village, explained the situation and asked whether they could make an exception and cancel the sofa before delivery.

Their position? A 25% cancellation charge, conveniently amounting to effectively my entire sofa deposit.

I wasn't demanding cancellation as some automatic right. I was asking a company our family has used for years to show a little discretion in exceptional circumstances.

I've even agreed to keep the £259 rug from the order, despite having nowhere useful to put it at the moment.

The sofa hasn't been delivered to me, and I have asked Furniture Village to explain what loss they have actually suffered that warrants keeping the entire deposit. I haven't received a satisfactory explanation.

What makes it worse is that I bought through a family member who actually works for Furniture Village and received their friends and family discount. Our family has spent money with Furniture Village for years, and once our building nightmare is resolved we will still need a sofa, dining table and chairs.

I genuinely expected to return.

There is a big difference between having terms and conditions and blindly applying them regardless of someone's circumstances. I have tried to be reasonable throughout, including keeping part of the original order.

This isn't someone who changed their mind because they no longer liked the colour of a sofa. We effectively no longer have the room we ordered it for.

I expected considerably better customer service and some degree of common sense from Furniture Village.

Sadly, at the moment, I couldn't recommend them based on how this has been handled.

We had a couple of visits to Furniture Village before deciding on our sofa, and Paula was absolutely brilliant throughout. She was very helpful, friendly and patient, taking the time to answer all our questions and making sure we were happy with our choice without making us feel pressured.

The service we received was excellent from start to finish, and Paula made the whole experience easy and enjoyable. It’s always nice to deal with someone who genuinely takes the time to help you and makes you feel valued as a customer.

A big thank you to Paula for all her help. She’s a credit to Furniture Village, and we would happily recommend her to anyone looking to buy a sofa!

Mohammad was very helpful and knowledgable. Looking forward to receiving my new bedroom furniture

The staff were very helpful not pushy and knowledgeable buying the items was smooth and simple
Great customer service we'll done

Good lay out in store. We liked the first settees we saw! Jon Nielson was very helpful and made our purchase a pleasant experience.

Mohammed was very helpful. Not pushy but informative.

Jon, one of the managers made us choose the table and he was very caring and gave us enough space. He was very eager to suggest, guide and also ensure we understood our options, material choice, available deals and ensured how to maintain the product. We never intended to buy but ensured we felt comfortable and not forced. The product looks modern, robust and perfect for our home.

Mohammed helped us choose the perfect sofa for our home. Great service, thank you so much

Went to furniture village in search of a new sofa and was greeted by Jon who took great care of us, nothing was to much trouble, no pushy sales talk, explained everything about our choices of sofas and answered all our questions over in house cookies and coffee.
We went away to think about our choice and Jon must have the patience of a saint as we made alterations to our choice and Jon sorted it out with no trouble.
Thankyou Jon for making the headache of choosing a sofa such a nice experience at the furniture village.

Always a pleasant experience. Surry who helped with the sale had great patience in selecting and finalising the deal

Sales person was friendly and took us to what we were after.we bought a table and 8 chairs and arranged deliver for week 2 of December.visited store on 24th October 2026

John, the salesman was very polite very knowledgeable about the item we wanted to buy good experience all over

Lovely customer service , thank you for all your help Surry Gill x

Alex was very friendly and informative and answered all our questions and also gave us space and let us feel relaxed and not pressured

I bought a new sofa today with furniture village. Jon in the store in lakeside retail park branch has been so nice and did a great job and dealt with us brilliantly.
Thanks Jon

Surry was very professional but also very friendly. Not pushy gave us all the time we needed to make our decision. When it came to the business side she was very efficient and explained everything as we went along. She made it a pleasant experience

What a very helpful man you have working for you very polite and very helpful I think he went over and above to really help us with our choices I would certainly recommend him to anyone he was very polite would go out of my way to look for him if I came into your shop again thank you

I visited Furniture Village last week in search of bedroom furniture. Upon arrival I was greeted by a very pleasant young man named Alex. He was very helpful and attentive, and gave me space to browse without feeling pressurised. There was an extensive range of good quality furniture on display, and I will definitely be returning. The only negative comment I have is that when placing my order I felt the delivery charge was rather high.

Very good Customer service from Tan , very professional . Thank you.

Excellent service from Tan. Very proservi e from him. Thank you