ComplaintsforEngland, Inc.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an England furniture sofa. It is junk. I first got the wrong sofa delivered after a 4 month wait and then waited another month for the right sofa. I searched for a non toxic sofa and American made product. Unfortunately, I did not research reviews on line. I payed a lot of money for what is basically garbage. The workmanship is terrible. I have family members who worked in upholstery. The sofa cushions are over stuffed. The cording is all crooked. The pillows have thread hanging off them. They couldn’t even cut the thread. The quality is terrible. I have reached out to the manufacturer and only get the run around. They have told me to contact the store where I purchased it. The store did not make the sofa. This is a manufacturing problem. The parent company Lazboy does not care about the product quality. I want my money back for this piece of junk. They should be ashamed to say they are made in America.

  Business response

  04/18/2023

  Thank you for your purchase of our product.  As a manufacture we offer a wide range of styles and covers to fit most needs and intended environments.  All our products are built on demand, and we place an exclusive limited warranty on our product valid from date of purchase.  Any and all issues, request or purchases are to be directed to the dealer as they are responsible for direction of service and determining if warranties apply and exist. Our policy is to fix or repair any determined manufacture warranted defect within our warranty guidelines.  We would encourage the customer to contact the dealer for service requirements as we will assist them in resolving any issue within our warranty guidelines.  We can also contact the dealer on the customers behalf and will need the following:                 

  Dealer information/location.

  Style number

  Cover name

  Date of purchase 

  How the dealer references the order

  Thank you once again and we feel confident the situation can be resolved.  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased England sofa #4635 for $949.00 from McGann Furniture in Baraboo WI on 10/12/18 but delivery was not until January 2019. No children or pets live in the household. I had a custom made throw on sofa, rotated cushions weekly, and assumed I was using sofa as normal wear & tear. In January notice the springs looked like they were coming through near the front of the frame. Spoke with **** at McGann Furniture and she said to send pictures and description of damage. I did so on February 14, 2023. Today, March 22nd I contacted Dawn and she said their rep from England said I was sitting in one place too long. Apparently I was supposed to hop around the sofa, which is ridiculous since the lamps are on the end tables. I have purchased sofas from Slumberland that had large dogs & kids pounding on them, and they have lasted for 20 years. Plus still looking fantastic. England website states it has a 5 year warranty on their sofas as long as the piece is not abused. I do not think a 71 year old sitting on a sofa while working on the computer or doing needlework abuse.

  Business response

  03/22/2023

  First of all we would like to thank the customer for their purchase.  Our records indicate that the dealer (McGann Furniture) did previously contact our facility concerning the product in question requesting an opinion about the concern.  Primarily dealers are responsible for direction of service and determining if warranties apply and exist.  It is our understanding that the dealer is in the process scheduling service to look into the matter closer to determine if any detects exits.  We would encourage the customer to continue to consult wit the dealer as we have extended our assistance in the determined event of a manufacturing warranted defect.  Again, we appreciate the patience and feel an amicable solution can be achieved.  

• Initial Complaint

  09/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a sectional and was told they had good shipping times. Never that it was delayed. We have waited 3 months snd now being told at least another month and a 1/2. I would like to know what I can do. Assuming ordering off the floor is only option. I am disgusted because I know this will continue to get pushed out. I'm not stupid. And no call to let me know of delays. And they knew I was not in good health.

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/09/27) */ First of all we would like to thank you for your purchase of our product. Obviously we all know there have been delays with all products for some time now which has been very frustrating for all parties. We have been working diligently to returning to our 21 day delivery cycle and drawing very near. In order to investigate the outlined situation we will need some additional information such as style number of the product/s, cover name, date ordered, selling dealer information/location and contact. Once we have that we will contact the dealer on your behalf to update. Thank you once again for your patience ,understanding and we apologize for the delay. Consumer Response /* (3000, 7, 2022/09/29) */ I had a prior complaint with England Furniture lodged with BBB and they responded with a satisfactory explanation. We were told that the furniture was done and would be on the truck to be delivered to Hansen's Furniture in Modesto in mid to later September. Hansen's now tells me that they received the truck from England this week and our furniture was not on it. My wife and I ordered this leather furniture on Nov. 1, 2021. Hansen's now states our order will not be in until late October, which was the date that caused my first complaint. I asked *** why my order was not sent as promised, they told me to take it up with England. I have never had England respond to any of my prior attempts to contact them until my last BBB complaint against them. As far as I can tell there is no reason for the delay as they had made promises in my last complaint. I want to know who is responsible, England or Hansen's! I want the furniture shipped to the Modesto store without delay up to and including a special shipment if required. it does not take 1 year to make and ship custom leather furniture. we were told 24 to 28 weeks. Billing adjustment Business Response /* (4000, 9, 2022/09/29) */ thank you. We will still need the full name and location of the dealer. We apologize for the delay and appreciate the understanding. Consumer Response /* (3000, 15, 2022/10/21) */ I would like to have delivery of my sectional and chair! I was told in July it would be October 1. Then in oct told week of 12th. Keeps getting pushed out. Ridiculous! Now into late November. Supposedly its made but there is a truck issue! I was told they only ship full trucks. Need delivered now! I am not well. Business Response /* (4000, 17, 2022/10/21) */ Thank you once again. We have notified the dealer on several occasions about the status of their order. We have further explained the dealer would need to inform their customer about their order and the reason for their delays. Our delivery times have greatly improved and are very close to the 21day program. We encourage you once again to stay in contact with the dealer for updates. Thank you once again for the understanding. Consumer Response /* (4200, 19, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not a satisfactory response. I have provided all the information as asked for before. Business Response /* (4000, 21, 2022/10/26) */ We have continually discussed this with the dealer (HL Stephens) and they are very aware of the order status. We would again strongly suggest to continue to consult with your dealer for updates. Thank you for your patience and understanding.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered $7,858.74 custom built leather couch set through Hansen's Home Furnishings in Modesto CA November 1, 2021. I was told the order would take 24 to 28 weeks. This was delayed 3 times to where we are now told the order will not be in Modesto until the end of October. That is a one year delay. In doing research after learning of delays, both the store and England Furniture have been taking more than a year to fulfill the orders promised much earlier. I have called and left messages with England as well as sending 2 e-mails to them with no reply. I want my order fulfilled ASAP and would like compensation for the false report of when the furniture would be ready. My current fear is that the furniture with arrive in substandard condition and will be further delayed. They blame Covid on their website, but they have had delays that precede the Covid outbreak and are just using this as an excuse for poor performance.

  Business response

  08/30/2022

  Business Response /* (1000, 5, 2022/08/30) */ First of all we would like to thank the customer for their purchase. As we know there have been many disruptions stemming from pandemic issues since April 2020. We have been working diligently to return to our typical program of 21day delivery. Although there are still some delays we have been gaining ground periodically. Orders have always been affected by supply delays, weather during shipping and dealers **** even stagger orders. We build all products on demand and ship as soon as available. We were able to update the dealer with the information provided and the dealer is slated to receive an order in the September 2022 month. The dealer will need to explain the reasons for delay as our production schedules have been improved for sometime. We apologize for the inconvenience and would advise to stay in contact with the dealer for updates. Consumer Response /* (3000, 12, 2022/10/06) */ In my prior complaint with England furniture, they responded with a satisfactory explanation stating that my furniture would be received in Modesto California in September 2022. We have now been informed by Hansen's Furniture in Modesto that the shipment from England Furniture did not include our order as previously stated. Hansen's's furniture claims that it is up to ******* furniture as to what and when they are shipping. I would like to know from England furniture the reason that my furniture was not shipped to the store in Modesto in September as promised. As I have stated in my previous complaint we ordered this furniture November 1, 2021. Hansen's's is stating they now expect my furniture at the end of October. That is one year after the order. I also would like to know from England furniture the date the order was placed by Hansen's's furniture. It has become very important to us as to who is responsible for this unacceptable delay. Best regards, **** ******* . Business Response /* (4000, 14, 2022/10/07) */ Thank you and our records indicate and the dealer confirmed that they had received their order the week of 10/7/22. The dealer did not indicate that the order was not complete. We will reach our to the dealer once again to confirm and would advise the customer to contact the dealer. We apologize for the initial delay in the beginning. The dealer will need to explain the reasons for the additional delays. Thank you for your patience and understanding. Consumer Response /* (4200, 16, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this time, I have been in touch with ****** ****** on the afternoon of 10-7-22 and her message stated that the last shipment from ******* Furniture was the wrong 40 customer order that was sent out early. She told me that she has no control over what ******* loads in their trucks, but the order received was the NEXT order after mine. I have reached out to Hansen's this morning for clarification. 2 businesses point fingers at each other leaving customers waiting one year for order fulfillment. I really appreciate the work BBB is doing on my behalf. Best regards, **** *******

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been trying to get my sectional sofa fixed I bought locally. The business I purchased from has been trying to help and has even contacted England to help fix my sofa. The cushions on the sofa are too small and leave a terrible 4 in. gap you fall into. This issue has been going on for months now and still contact back from England. I'm extremely upset, dissatisfied, and most of all dissapointed. To pay thousands of dollars for for something and it be junk, along with terrible customer service. I'd like new sectional pieces and or my money back. I waited 6 months to get the sofa.

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/08/09) */ First of all we would like to thank the customer for their purchase. We would like to request some more information so we can look into the concern closer. We **** need the following and any viable information: Selling dealer name/location, style number of the product, cover name, date of purchase and how the dealer references your order. We are confident once we are able to better address the situation a solution can be reached. Thank you for your patience and understanding. Consumer Response /* (2000, 7, 2022/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the response in good faith that England will resolve these issues. Consumer Response /* (3000, 12, 2022/08/10) */ ***Document Attached*** I purchased this sectional at Rettig Furniture XXXXX ** *** ****** ******** **** XXXXX XXX-XXX-XXXX Order # XXXXX 2/14/21 I've been trying for a year to resolve this issue, hopefully ******* doesn't need more information to fix this issue. I've already submitted dimensions of the cushions to Rettig who forwarded them to *******, which the cushions are different sizes. Along with pictures that were sent to ******* via Rettig. I have a 20 E-mail chain with Chad York and Tony Rettig in regards to this matter. So if ******* needs to contact the store they need to ask for Tony Rettig or Chad York. I'm tired of getting the run-around on a $3200 sectional. There needs to be a real resolution that doesn't take another year. Business Response /* (4000, 14, 2022/08/16) */ Thank you for the vital information. Our records indicate a request for some replacement parts (foam cores) where requested and supplied. Some additional parts where requested and we had requested some additional information from the dealer. We **** reach out to the dealer once again to resolve the situation. Thank you and we apologize for the delay. Consumer Response /* (2000, 16, 2022/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I **** accept this response in good faith that ******* **** resolve these issues.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I purchased a $3000 couch at Lazy Boy/Saugus a year and 1/2 ago. I was just told our warranty was expired. The first purchase we made had fallen apart, so what we have now...is the replacement. We upgraded the cushions and the fabric on our current piece. The fabric is becoming shop-worn. I'm a size 4 and my husband weighs 165 pounds. We keep the loveseat covered at all times to protect as we have a dog. The fabric and cushioning are garbage! *********, the manager from Lazy Boy refused to do a 3 way call with customer service to try and resolve this issue. He was indifferent and inept. $3000 is a lot of money for us to have spent, but we thought we were getting quality.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/05/11) */ First of all we thank you for your purchase. We will need additional information in order to address the situation outlined. We will need the following: Dealer name/location, style numbers of the product, cover name, date of purchase and detailed description of situation. Once we have the information we will be able to contact the dealer to address the concern. Thank you for your understanding.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spent $3000 on a sectional that was defective. It took 7 months to receive all the pieces. The fabric immediately started to ball up and cushions do not hold their shape. I paid for the sectional before we received all of the pieces. I took pictures and took cushions to retailer. Promised would make right. Year later no resolution. I have contacted England and call the retailer monthly

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/24) */ First of all we would like to thank the customer for their purchase of our product. Our records indicate that we have previously addressed the situation with the consumer and dealer the product was purchased through. It is our understanding the dealer had elected to replace the product and had product on order. We would encourage the consumer to consult with the dealer as they can update them on the status of their order. We are sympathetic to the consumers dissatisfaction and apologize for the inconvenience. Consumer Response /* (3000, 7, 2022/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been waiting a year for a replacement I have been told this month then in two weeks then I don't know. Business Response /* (4000, 9, 2022/03/29) */ Thank you and the dealer has re-ordered a replacement product and would be able to update the customer on the tentative delivery. We would encourage to consult with the dealer for updates. Thank you once again for the patience and understanding.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sirs: I am contacting you again in order to determine what, if anything, my previous contacts may have stimulated. I have waited longer than six months for some sort of replay, inquiry, text, email, phone call or letter asking for clarification or explanation regarding the information and questions sent to you. I am accepting this non-response or the ignoring of my earlier communications as another example of your ongoing customer satisfaction, customer service and, support of your claims regarding the quality of your furniture. Due to your obvious lack of interest or concern for my inquiries, I am now forwarding my previous communications (All are attached) to the better business bureau. I will allow them to determine if I have a legitimate issue. ****** ******** Sir: I am writing to express my concern and discouragement related to the response I received last month regarding some damage to my furniture. We were informed that neither the manufacturer (England) nor the furniture store will be doing anything about the reported and photographed damage. The reason provided by England and Park Home was because "the damage seemed to be caused by either solvent or cleaning solution". The picture of the damage provided clearly shows a tear or slit type damage to the right front part of the Furniture. There is no fading or discoloration in this picture. There is only a small tear with some exposed padding. This is the fourth episode of problems we have had regarding this expensive piece of furniture. The fir

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/02/22) */ First of all we would like to thank the customer for their purchase. Our records indicate in May 2021 we received some information from the mentioned dealer asking about an opinion with a product notified by the mentioned customer. After reviewing the photos it was noticed there was some damage with the product and no other concerns were listed. The information also indicated the date of purchase at 2/20/18 which did exceed the one year upholstery warranty. At that time we did indicate to the dealer that replacement parts could still be obtained. We also received a certified letter on August 2021 from the consumer indicating the initial mentioned situation. We responded to the consumer with the resolution of replacement parts if desired could be obtained through the selling dealer. At this point we have contacted the dealer once again to offer the same resolution and we hope this will help the situation and apologize for the inconvenience. Consumer Response /* (3000, 7, 2022/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) since my original complaint regarding the tearing if the front panel on the right arm of the furniture the teat has expanded, extended and become three tears. The fabric of the seat cushion is splitting, peeling and tearing along the zipper in the back of the cushion. This is not fading and wear and tear. This is fabric peelings and separating. I believe that simple repair of these areas of weakened, damaged fabric would satisfy me. Again, I do not use oils, lotion, skin treatment etc. Nor do I use any abrasive or sharp objects on the couch. We have not cleaned it with any cleaning agents. A simple request for my original complaint regarding the tear would have avoided all of this. Business Response /* (4000, 9, 2022/02/25) */ Thank you. Again we have offered to supply the dealer with the necessary replacement parts to be replaced on the product. The dealer has been notified and we will follow up once again. The customer will need to contact the dealer to proceed with requirements to have the issue resolved. Thank you once again and we appreciate the understanding and patience. Consumer Response /* (4200, 11, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This will be a satisfactory resolution once Park Furniture arranges for the repair.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In November 2020, I purchased a sectional couch from ******* Furniture, located in Norway, MI. I called Mike's furniture the following November regarding warrantable damage. **** responded that since England Furniture (the couch manufacturer) dropped **** as a dealer, he could no longer assist and suggested I contact England Furniture. I have called England multiple times, and multiple times I have spoken to ****, in the warranty department. They keep telling me they're working on finding a way to help me out. They haven't came up with a resolution. I have continued to call, sometimes weekly. With no response and no resolution.

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/02/11) */ First of all we would like to thank the customer for their purchase and apologize for the delay. We are aware of the issue with the product and have contacted the selling dealer numerous times to assure them we would assist with any warranty issues with the product. The dealer has finally stated they wish to not be involved. The area sales representative is currently seeking the assistance of another dealer in the area to assist. Once we have the confirmation we will contact the consumer to update them on the status of the repairs. Again we apologize for the inconvenience and appreciate the understanding. Consumer Response /* (2000, 7, 2022/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Consumer Response /* (3000, 12, 2022/02/16) */ I am not satisfied with the response from England Furniture. Their response was absolutely not resolution, just another "thanks for your patience" which they have been telling me since day 1. Business Response /* (4000, 14, 2022/02/17) */ Thank you once again. Our sales representative for the area is working diligently to locate a dealer or repair service in the general area to address the issues with the product. Once that is established we will contact the customer to explain the next step in repairing the product. We again thank the customer for their patience and understanding. Consumer Response /* (4200, 16, 2022/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Almost 4 months ago is when I started calling about this issue. Constantly calling on my free time has been nothing but an inconvenience. I would like a full refund or a replacement chaise lounge (the part which needs multiple repairs) shipped to my house. I have the invoice from Mike's Furniture with model number and whatever else is needed. This whole thing can easily be over with. Thank you.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  One Year Limited Warranty England, Inc. warrants to the original retail purchaser legs, casters, the upholstery fabric, leather, air mattress, power mechanisms and lift mechanism for one year against wear under conditions of normal care and use. (However, this warranty does not cover fading, pilling, shrinking, colorfastness, commercial dye lot variations, or wrinkling and is not valid where there is evidence of heavy soiling.) We have had our furniture for less than one month and the legs on the chairs need to be replaced. I have contacted the company concerning their warranty and the defective product we received; however, the company is not standing behind their warranty since we received the defective product. It is apparent that this company will deliver poorly manufactured products (improperly manufactured and/or otherwise damaged) items with the expectation that the customer will have to expense the bill for repairs to bring the product upto England's standard of quality.

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/09/28) */ First of all thank you for your purchase. As a manufacture we rely on dealer's to direct service to the products they sell and to notify our facilities in the event of manufacture defect. We are requesting information in order to address the situation at hand. We will need the following: Dealer name/location, style number of the product, cover name and date of purchased. We will contact the dealer on your behalf and offer or extend our assistance. The information can be sent to the email address provided for added response. Thank you for your patience and understanding. Consumer Response /* (2000, 7, 2021/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) We had an individual arrive unannounced to deliver the parts that are defective/broken. The individual was not wearing PPE or abiding by this household request that deliveries are to be left on the porch with a simple knock on the door. Disappointing to see such disrespect for others.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩