Furniture Village - Crawley Reviews 

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

Transaction in the store was very quick and felt rushed.
Delivery was also the same. After delivery men left my home my table was uneven and was rocky. Had to try & sort it myself after paying for this service included in my delivery charge,...

Bought a coffee table back early March. First one was delivered and was mishandled (we saw the delivery people throw it on the floor which smashed the glass and it had to be re-delivered because it was apparently "already broken when received"). It was re ordered but then delivered end of July. We were updated maybe twice by the sales person and we had to chase for updates. We also bought a £100+ wall clock that we saw later in TikTok for £15. Overpriced, customer service lacking. Wouldn't shop again.

Came into the store at Crawley not pressured at all very friendly staff also was offered a coffee i purchased two sofas and a foot stall very professional advice I was given different options and ways to pay. I decided to pay in full on the day as was very happy. Now just waiting for delivery to enjoy them .

Excellent service and a great deal.
Thankyou

Helpful polite service , easy to choose what we needed, very satisfied indeed

Salesman listened to our needs and was very knowledgable

We were attended to by a gentleman called Andrew who was very helpful and patient with us, explaining everything clearly.
Brenda and John Tilbery

Helpful information from salesman without feeling pressured. Free coffee supplied and all our questions answered.

We were approached by Jon when we arrived, very calm and no pressure at all, he explained difference in what we were looking for then gave us time to ourselves to have a look.

When we were ready to proceed with a few questions, Jon was more than happy to assist

We were welcomed and they were courteous and helpful.