Update on system disruption

24 June

Sincere thanks to all our customers for continuing to bear with us as we work tirelessly to restore our internal systems.

We’re pleased to share that our warehouses and stores will soon have full systems connectivity, a significant step towards becoming fully operational once more. And as more phone lines come back online, our teams are able to answer customer requests more efficiently.

We appreciate your understanding if response times are a little longer than usual. We’re working through the backlog of communications, prioritising customers whose orders are due imminently. If your order is currently outstanding, please be assured that you will be contacted shortly by phone or email with an update.

We’ll continue to keep you updated and thank you for your ongoing support.

16 June

We’re very grateful to our customers for their continued understanding and support while we work around the clock to bring our systems fully back online. Our key focus is looking after our customers and restoring normal working practices as swiftly as possible. We’re pleased to share in particular that customer deliveries, which are of foremost importance, are now back up to 80% of capacity and increasing by the day.

Our phone lines and LiveChat are operational, albeit at slightly limited capacity, so please bear with us if wait times are longer than usual. Rest assured, that we are all working tirelessly to bring all customer communications up-to-date at the earliest opportunity.

The level of support we have received from customers, suppliers and industry colleagues has been nothing short of phenomenal. Our sincere thanks go to each and every one of you. We look forward to resuming our normal high standards of customer service as quickly as we can.

Thank you for your kind understanding.

09 June

Sadly, in what now seems to be an all too regular occurrence for thriving businesses, we were subject to a cyber incident just over a week ago. Following swift action, we were able to shut down all affected systems in order to mitigate the impact.

We immediately implemented manual based workarounds, going back to basics with tried-and-tested processes to maintain ‘business as usual’. We’re pleased to share that, whilst we continue to experience a degree of disruption, our teams are working tirelessly and making good progress on safely restoring our systems and resuming customers’ deliveries.

We would like to apologise to anyone who has experienced disruption to their order following this incident. Our thanks must go to our customers for their messages of support and continued understanding in these extraordinary times.

Whilst the situation has proved challenging, it's also been incredible to see our Furniture Village family pulling together, working around the clock to help our customers. Our heartfelt thanks to all our people for their tremendous loyalty, hard work and unique spirit.

May we also take this opportunity to express our sincere gratitude to those throughout our own industry for their incredible support, understanding and encouragement.

Please find below further information about the incident, which for ease we have presented in a Q & A format.

What actions have we taken?

We have already implemented manual workaround solutions to limit disruption for our customers. We have notified the ICO on a precautionary basis, and we are working closely with the police and our security experts to investigate.

We recognise this situation has been frustrating for our customers and partners and would like to apologise to those who have experienced disruption or delay to their orders. We’re pleased to advise that we have drafted in substantial additional resource to help us get back up to speed as quickly as possible.

Is it safe to order online?

Absolutely. Our website has not been impacted and runs on a separate system, so ordering online remains safe and secure. Customers can also shop securely at one of our 54 stores or call us directly.

When will I get my order?

We apologise to customers whose delivery was impacted by this temporary disruption. Rest assured our teams are working around the clock to fulfil your order, and actively contacting customers to rearrange deliveries.

Should I contact you to check the status of my order?

Whilst we are appreciative of those customers who have contacted us, naturally we are already proactively contacting customers to schedule deliveries - and will continue to do so as we work to get all our systems safely back up and running. Thank you for your patience – it’s hugely appreciated.