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Furniture Village Delivery drivers damage property


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Hi everyone. 

I'm really hoping i can get some help guidance here as im beginning to lose my mind.


Purchased a Sofa from Furniture Village around march 2021.  I paid for a delivery and set up service whereby i was told i would not need to do a thing. The delivery guys would deliver, bring in, set up and clear the rubbish.

I did at the time of ordering request to collect it myself but told this was not an option.


Fast forward to End of July and delivery day. Fortunately i booked the day off work.

2 delivery guys arrived in the morning.  They managed the 1st piece through the front door, but i was told 2nd piece was too large and to try and take it through the side of house and through the back door.

Once they got the piece through they then began to drag it through and in doing so scratched my wood flooring which i quickly saw and heard and stopped them from doing more damage.

They then informed me this was their 2nd day on the job and no training had been given.

Further scratches were done when removing the packaging and 'attempting' to set up. They had brought no tools so had to borrow mine and were then unable to put the legs on the sofa until i showed them how.


They did not have a sign off sheet at the end of the job due to COVID so I could not put the damage they had caused on it. I was told their manager would be in touch.

I immediately took pics of all the damage caused.

2 days later, the Warehouse called to ask how the delivery went and i told them all the issues I had and was told someone would be in touch (tone sounded very dismissive and didnt really seem to be listening)


Tried calling them many times (Sometimes over 200 call attempts a day with no luck). Went to the Store to complain, they told me it was the Warehouse fault and they would be in touch. No calls received. Went to twitter. After 3 months, finally got a call from Warehouse manager. We arranged to get the scratches repaired as they Do Not do floor replacement (So i was told).

The floor repairs are unsatisfactory and definitely needs to be changed (1 of the scratches is 1 foot long which goes across the grain).

Warehouse manager is aware of this but now wont respond to my emails.


Where do I stand, and what can I do next? Really need to get my floor fixed  as its in plain sight. (Wouldnt be as bad if it was hidden away)


Would really appreciate some advice/guidance.

Apologies for the long post (believe me there's a lot more in between)



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The liability is pretty straightforward. The delivery was part of the contract and they are required to carry out the contract with reasonable care and skill and on the basis of what you say, they failed.

The first thing to do is to ascertain the value of the damage/cost of addressing even if it means replacing the floor.

Identify a professional expert who is capable of doing that job. Then write to furniture Village and tell them that you are having the damage caused by their employees professionally assessed in order to obtain an expert view of the work needed to repair the problem and also a quotation for doing so.

Tell them that this independent assessment is likely to cost £XXX (find out the cost of this inspection before sending the letter) – and that you will be adding the cost of the inspection to your claim for reimbursement that you are giving them five days to make their comments on your proposal.

At the end of the five days, put the inspection in hand. If furniture Village object then let us know what they say.

Once you have the expert report and quotation then we will help you send it to furniture Village and take you to the next step. It may well be that you will have to end up issuing a small claim in the County Court.


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