England Furniture custom feature on website has errors
Complaint
M. L. Lawrence
Country: United States
I shopped for furniture at a local furniture store that reps 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.
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.
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