Complaints

This profile includes complaints for New England Furniture, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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New England Furniture, LLC has 3 locations, listed below.

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  New England Furniture, LLC

  433 Nh-Rt. 11 Farmington, NH 03835

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  New England Furniture, LLC

  17 Crowley St Farmington, NH 03835-3208

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  New England Furniture

  432-433 Route 11 Farmington, NH 03835

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 leather recliners and placed my final deposit on the 2 chairs on March 23, 2023. ( see attached screen shot). Within 1 month, the back of the chair was becoming dislodged from the chair and the seat was wobbly. I contacted the furniture store and they had techs come out and repair it. They stated the nails used to attach the chair were not long enough and the seat bolts were not attached to the frame. They did repairs and within 3 weeks , the nails became dislodged and are now facing out and a safety hazard. ( see attached). The seat bolts are also dislodged again. The second chair back is also detaching from the chair.

  Business Response

  Date: 05/30/2024

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their service experience experience.
  
  The
  customer’s store of purchase, New England Furniture, is independently owned and operated.
  La-Z-Boy Incorporated does not have access to the service department’s customer
  records. The customer will need to continue to work through the store and may contact them directly at (603) 755-4402.
  
  We kindly ask that
  this complaint be closed as the customer will need to continue to work through
  their store and service department.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  

  James B**********
  E-Commerce Coordinator
  CM #868145

  Customer Answer

  Date: 05/31/2024

  My issue isn't with New England furniture. They simply sold me a product. My complaint is against the manufacturer- Layzboy who made a defective and unsafe product. 

  Business Response

  Date: 06/11/2024

     We are sorry to hear that the customer is having an issue with recliners purchased from our store. A few points that may need to be clarified before responding though: The customer purchased these over the phone in March 2023. The screenshot that was provided by the customer was for the initial deposit to place the special order, and not for the final payment. The final payment was paid in July 2023 at the same time that the recliners were delivered to the customer's home. Also, the total price the customer paid for the 2 recliners was $2038 ($1019 each), and not $2400. Finally, the complaint states that the customer started having issues with the product within a month of delivery (July 2023), but our records indicate being contacted by the customer only 1 time after delivery, and that wasn't until March 2024- which is over 6 months past when they stated they started having an issue. 

     On 3/24/24 our technicians visited the customer's home for a service call. The problem that the customer describes above as the "back becoming dislodged" was actually just an issue with the tack strip attaching the leather upholstery to the back. Our technicians repaired it and made sure that it was secured and stable. The customer also had concerns about the seat being "wobbly". Our technicians explained to the customer that there is a smal amount of normal flex/movement between the arms and the seat, and that this is not a defect but inherent to how this style of recliner is built. To be sure that there was nothing actually wrong, our technicians proceeded to evaluate the recliner. They verified that all screws and bolts were secure and tightened, and there were no structural issues observed. We apologize if there was a misunderstanding. 

      The issue was filed as resolved on our end. Since that time, we have not heard back from the customer with any further issues or concerns. The customer states that they started having issues again only a few weeks after the initial repair, but this complaint to the BBB is the first time that we have been made aware of any ongoing or further issue. 

     We understand that the customer's desired resolution is to get a refund, however that is currently not an option. We fully comply with the manufacturer's warranty. When the purchase was made, a copy of the sales receipt along with a copy of the store policies and service information was mailed to the customer. The service information explains that we service each peice according to the manufacturer's warranty and further encourages them to familiarize themselves with the manufacturer's warranty policies.

      To that end, we would welcome the opportunity to send our technicians back to the customer's home to take another look at the issues and repair them. Perhaps take a second look at the seat and clear up any confusion over seat bolts. If the customer would like this, they should contact the store by phone or email, and we can get them scheduled for a visit. 

      Respectfully, we would like to note that it is always our recommendation for customers to call us in a timely manner if there is a problem or concern with furniture purchased here. Failure to do so frequently results in small issues becoming much larger and sometimes harder to resolve repairs. It can also result in customer dissatisfaction with a product that likely could have been resolved with a quick and simple repair or adjustment, or even the occasional issue that comes about from customer misuse which could be addressed and corrected immediately before causing more damage and frustration.