Furniture Village - Crawley Reviews 

Dean was out sales person in the Crawley store and was fantastic. Helpful and gave us time to decide before we purchased

Amazing service. Dean gave great customer service.
And got is our first sofa! :)

The experience was incredible, Dean was so personable and helpful. We got exactly what we wanted. Very satisfied

Dean went above and beyond to make sure we had everything we needed. Very knowledgeable. Great experience.

Outstanding service — Andrew provided exceptional support throughout, a wonderful experience and exceptional service from start to finish. Five stars without hesitation. I felt well‑guided and confident in every decision thanks to their expertise. Highly impressed. Andrew, many thanks once again, you are truly a gem -your support is been exceptional.

Dean had all the paperwork ready to complete when i returned the following day. He explained the process and gave me the expected delivery week. He was friendly and polite. Would recommend.

Wanted new dining table and chairs. You had 3 sets which were suitable (I had been looking around for some months) so was able to chose THE one there and then and the salesman was very helpful. Will be delivered 9 days later. Excellent service

Useless customer service. I purchased 2 pcs of TEMPUR pillows in Crawley shop, I placed this order on 20 June 2026 only after being assured by your sales representative, Laura, that delivery would be by 22 June or within a few days at most. Despite the contract stating 1–3 weeks, I made it clear I would not proceed if delivery took longer than a week. I relied on Laura’s verbal confirmation that the items were available and would arrive promptly.
What followed was a series of failures: conflicting updates on the order status, repeated delays, incorrect address details in your system, and a failed delivery despite assurances that the issue had been fixed.
This experience has caused significant stress, wasted hours of my time, and disrupted my work commitments. Had I been given accurate information from the outset, I would have purchased from a competitor offering a guaranteed 3–5 day delivery service. I would strongly advise others not to rely on the delivery promises made by this store.

Dean was very helpful. Explaining where to find specific sofa's that we were looking for.

Great experience in choosing our new sofa today with Dean, great help and patience - thanks so much! Can’t wait to receive it.

Bought a corner suite with electric recliners either end Feb 25. Within a year one of the seats had dropped & the other end had dropped on one side & was tipping me sideways. This was giving me hip problems. Complained to furniture village & they sent Castelan out to look. First of all they said it wasn't a manufacturing problem so were doing nothing. I complained & put bad review on trustpilot & then i got a response. They agreed to fit new sponge. This took weeks while waiting for delivery. I was told they would let me know when it had arrived & then book a date. It turned up at my address! The engineer came & fitted the foam. Very nice guy. By the next day the cushions were no different than before. He also said the mechanism had been bent on 1 seat but not a mechanical problem but would report it as they may do it. Had report back. Couldn't open the attachment but seems to be a standard not our problem letter. I replied but have had no response surprisingly. I think the whole makeup of the chairs are of very poor quality & the mechanism shouldn't be that fragile. I would rather get rid of it & get a refund. Being pensioners we can't afford to waste over £1000 on a heap of rubbish. These are not made to last

My rating of two stars is really in relation to the the ‘after care’ system. There was a problem with my new bed. It was delivered without the leg housing . The delivery guys, who were wonderful, were unsure how to proceed. I refused delivery asking them to take it back and get a replacement sent out. (I was unhappy to have waited so long and to be brought a product which was not complete). This is where all problems began. Over the following 20 days, I made 10-15 calls to after care team on various days. They were always polite but there seemed to be no joined up thinking with other departments. Each time I called I was told something different about my bed, wait a couple of days, I will pass on your message, I will find out and call you back etc etc. we do not know where your bed is, we have a huge warehouse we need to find it, we are sending out the leg housing and so on. My stress levels were through the roof. Whilst I accept this may have been a very unusual event it was handled very badly. I had to drive the whole thing and this is wrong. Someone should have been put in charge and managed the whole thing from start to finish. Therefore removing any misunderstandings and keeping the customer in the loop. At no point was I offered any compensation for the very poor management of this issue. Very upsetting, stressful and disappointing .

However my experience with sales staff was excellent. He was very knowledgeable about the products. He was warm and friendly and approachable. He listened to my specific needs and was able to apply that to his knowledge of the various beds in the store. He was patient, never pushy and gave lots of time for consideration of purchase. Furthermore he was really helpful when I met with the problem identified at beginning of my review.

The delivery team also deserve a mention as I found them polite and friendly. They took the utmost care of my property when the bed was finally ready to be delivered. The standard is high, having had two completely different teams , I can say both were equally good showing the company policy in delivery department is consistent.

A good selection of products, and Andrew was very helpful in facilitating us to make our selections. He was knowledgeable about the products and was readily available to answer our questions.

Wrong delivery address delayed my delivery, cost me time off work on two occasions, and when it arrived one sofa arrived it was broken. I won’t be using this company again. Despite spending £3000 there was no compensation for the inconvenience. I can’t fault my salesperson though.

Matthew excelled at excellent customer service. Time was taken to explain the details of the sofa & all our questions were slowly and fully answered. All add ons of the sofa were demonstrated and explained.
Fully recommend Matthew Seymour at Furniture Village,Crawley

Everything was so easy ,Andrew twigged, very informative, it was plain sailing

Jason the manager at Crawley was fab and told us what we needed to know, no pressure, and was a pleasure to interact with him. Keep him!

Great customer service, friendly and approachable.

We were assisted by a lovely lady named Sian, who was so patient, knowledgeable and friendly, she made the whole experience wonderful.
We were wanting to purchase both dining and lounge furniture and Sian really took her time, talking us through all our options and asking questions to find the best products for our individual needs. Nothing was too much trouble and we really felt listened to.
A wonderful experience. Can’t wait for our new furniture to arrive!