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Furniture Village customer? Here's the latest on orders and shoppers' details after it was hit by a cyber attack

Furniture Village customer? Here's the latest on orders and shoppers' details after it was hit by a cyber attack

Furniture Village orders have been delayed after it was hit by a cyber attack, although the retailer insists it's proactively contacting customers to reschedule deliveries. Meanwhile, shoppers should also consider changing online passwords and remaining alert for suspicious activity as Furniture Village is still investigating if personal information is at risk.   

Below we explain what the cyber attack disruption means for orders, as well as how to protect your financial information in the meantime. Read our 30+ Ways to Stop Scams guide for further help on how to prevent scams and what to do if you think you've fallen victim to one. 

Orders have been delayed for 'several days'

MoneySavingExpert.com has seen scores of complaints on Twitter that date back to 1 June from Furniture Village customers who say orders have been delayed by several days. Some say they received no warning deliveries would be cancelled and are yet to have orders rescheduled. 

Furniture Village, which has 54 stores across the UK, as well as a website, wouldn't confirm the time period over which orders placed are affected or exactly how many customers are impacted, although it says it is a "limited number". Here's what it means for your order: 

  • Placed an order but haven't heard from Furniture Village? It will get in touch. The retailer told us customers do not need to get in touch as it insists it is proactively contacting shoppers to reschedule deliveries. However, Furniture Village there's no timeline for when you might receive your order. The retailer could only tell us it is working "as quickly as possible". 

    If you don't hear from Furniture Village, the best way to get in touch is via their LiveChat feature on the website. You can contact it via its Twitter page. Just send it a direct message with your order number and its customer service representatives will try to provide an update.  

  • But if you ordered online or by phone, under the under the Consumer Contracts Regulations, you have the right to cancel an order within 14 calendar days and get a full refund (though you may need to pay return delivery costs). The same rule doesn't extend to orders placed in-store but it's worth asking Furniture Village if undelivered orders be cancelled penalty-free in this instance.

    You may also be able to claim compensation for late deliveries, although Furniture Village wouldn't confirm if it will do so as it told us its priority is focusing on "restoring systems" and limiting disruption. See our guide on Late or Missed Deliveries for more on your rights.
  • You can still place orders, but it might be best to wait. Furniture Village told us customers can still place new orders online as it says these run on a different system that was unaffected by the hack. However, it might be worth bearing in mind there could be delivery delays while the retailer deals with the backlog of orders impacted by the hack. 

Here's a selection of tweets we've seen from unhappy customers: 

It's unclear if customer data has been accessed - but change passwords and remain alert for suspicious activity

Furniture Village couldn't confirm the extent of the data breach or what, if any, personal or financial information has been accessed as it says it is still working with external IT security experts to investigate the incident. The retailer has also notified the Information Commissioner's Office (ICO) as a precaution and is working with the police, which are investigating. 

In the meantime, it's best to remain alert for suspicious activity and to change your password if you use your Furniture Village login for other online accounts too:

  • Watch out for phishing emails. Criminals may use your personal details to target you with convincing emails, texts and calls. Be suspicious of unsolicited requests for your personal or financial details. If you receive an email which you’re not sure about, forward it to the Suspicious Email Reporting Service (SERS) at report@phishing.gov.uk.
  • Monitor your bank account. Be vigilant against any unusual activity on your accounts and report any unauthorised transactions to your bank immediately. 
  • Secure your passwords. If you use your Furniture Village password for other online accounts you should change it now. As a form of best practice you may also want to consider changing passwords for important accounts, such as banking. See Cyber Aware's advice on creating a good password that you can remember, or read the National Cyber Security Centre's (NCSC’s) guidance for help on using a password manager. You can also read the National Cyber Security Centre (NCSC’s) info on how to protect yourself from the impact of data breaches.

  • If you think you've been a victim of fraud, report it. If you have been a victim of fraud or cyber crime as a result of a data breach, contact your bank immediately and report it to Action Fraud online at actionfraud.police.uk or by calling 0300 123 2040.

A spokesperson for the ICO added: “If an individual has concerns about how their data has been handled, they should raise it with the organisation first, then report it to us if they are not satisfied with the response.

"Furniture Village has made us aware of an incident and we are assessing the information provided."

What does Furniture Village say?

A spokesperson for Furniture Village said: "Furniture Village was recently the target of a cybersecurity attack, which continues to cause some operational disruption to our systems. We have already implemented some workaround solutions and manual processes to try and limit disruption to customers as much as possible.

"We are also working with external IT security experts to investigate the incident and bring our systems back online as soon as we can. We’d like to apologise to customers who have experienced disruption or delay to their orders, and thank them, and our business partners and staff, for their support at this time."

 

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