Poor quality
Complaint
Joe Trombetta
Country: United States
I purchased a sofa and chair from a furniture store about 18 months ago. I chose the England brand furniture because I was told about their exceptional quality. Unfortunately, the fabric and cushions are wearing pre-maturely. The fabric is tearing and the cushions are loosing their shape. England refuses to acknowledge the tearing because the 1 year warranty has expired. They are looking into the cushion problem. I never had this problem with any other brand of living room furniture I purchased over the last 35 years.
Comments
I shopped for furniture at a local furniture store that carries England Furniture. I liked what I saw so I went home and researched the England company website and utilized the customize feature to see how the furniture would look in the custom fabric I liked. I choose a brown woven fabric with a vertical stripe. I loved what I saw and went right back to the store and purchased a sofa and love seat totaling over $1500.00.
The furniture arrived about 3 weeks later and the furniture was manufactured with the stripes running horizontally not vertically as shown on the website. I was very upset at this manufacturing error. With horizontal stripes, some of the edges of the cushions look faded. The stripes also do not line up so the furniture looks to be of an inferior quality and poor workmanship.
I called the store and tried to work with their customer service department. They agree that there is a problem and offered me a small refund that I found too insignificant to offset the problems with the furniture. I also called England Furniture and spoke to a Mr. Bill Woods. Mr. Woods was emphatic that there was nothing wrong with how my furniture was made and that the website was wrong. He said he was not going to do anything to help me but was only going to change the website.
I am so upset at how England is handling this problem. I made many labor intensive and expensive decorating decisions based on the England furniture. It is not easy to just return the defective furniture for a refund because I would have to redo the entire room which is time consuming, expensive, and frustrating.
I wish England would stand behind their claims to be a company of high quality and customer satisfaction. I purchased furniture based on what was displayed on the website. England admitted that the website was wrong but refuses to accept responsibility for their error.
My subsequent calls and letters to England Furniture have not been returned or answered. They never even apologized for their mistake.
but I do have to say one thing the store I went to also had Lasy boy and they were easier to work with than the lasy boy furniture, Lasy boy will not bend for anything, and this store came down on price lower and lower.
so I felt good about that, they did not give it away but I had more choices in fabric and I am just hopping for the best. plus I did not pay it off so in case I am stuck I will be able to save some of my money.
First of all, I wish to say that the proprietor of the furniture store did his best to please me and replaced the foam in the cushions. I could see after 2 weeks that the cushions were breaking down.
However, the replacement was to no avail as the cushions are just terrible.
Previously, I had a sofa and love-seat, England Premium, and after 7 years there was no visible sign of wear.
I also have a sectional in the den of the same age that is just fine.
In our vacation home, we have an England sectional purchased in 2005 and the wear is minimal.
What happened?
I know the ownership has changed but is it so hard to maintain quality?
Live and learn.
My recliner is also hard to close.....it is very hard to close!