Complaints

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:03/04/2025

  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.

  ENGLAND FURNITURE, GAVIGANS FURNITURE, AND SERVECO SERVICES ARE COLLUDING TO NOT ABIDE BY THE WARRANTY OF AN ENGLAND FURNITURE PRODUCT. WE FOLLOWED ALL OF THEIR INSTRUCTIONS TO FILE A CLAIM AND ENGLAND FURNITURE SENT AN EMAIL TO US CONFIRMING THE PRODUCT WAS UNDER WARRANTY. THE SERVECO COMPANY THEY CONTRACTED IS ASKING FOR HUNDREDS OF DOLLARS TO FIX THE CHAIR THAT ENGLAND SAYS IS UNDER WARRANTY.

  Business Response

  Date: 03/04/2025

  First of all we would like to thank the customer for their purchase of our product.  The customer contacted our facilities via email on 2/20/25 with some concerns with their product.  We instructed the customer to consult with their dealer as they are responsible for direction of service and determining if warranties apply.  After multiple email correspondence from the customer it appears that the dealer utilizes a repair service which is common for most dealers.  We have no affiliation with repair services or their requirements and have stressed this multiple times.  Out warranty covers parts and components and any determined warranty replacement part will be supplied to the dealer upon request.  We have contacted the dealer to extend our assistance if warranty replacement parts are required and would urge the customer to consult with the dealer regarding their service requirements.  Thank you for your understanding.   

  Business Response

  Date: 03/05/2025

  Thank you and as mentioned we rely on dealers to direct service to the products they sell and notify our facilities for parts in the determined event of a manufacturing warranted defect.  We do not have the ability to ship directly (product or parts) as they are delivered to dealers on their scheduled delivery times via our truck.  We also would not be able to ship a part of this nature directly due to the type of part and risk of damages.  We have contacted the dealer to inform them that we would be sending a replacement mechanism on their next available delivery to resolve this situation.  The customer will need to contact the dealer to make arrangements for service or to retrieve the part if desired once the part has arrived.  Thank you once again for the patience and understanding and we urge you to consult with the dealer.   

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 23017281
  
  I am rejecting this response because:  While I respect England for trying to appease me in this matter nothing is being resolved.  The concept that they cannot ship a part to the person who needs it is not a real answer in my opinion, its a way to get out of being responsible for resolution.  The fact is the vendor they claim to be working with refuses to communicate with me and refuses to help solve this problem since I submitted a complaint.  So they are retaliating against me and now England is trying to close this without solution.  
  I remain not whole and it remains no one wants to solve this problem, so I cannot agree with the statements provided by England that they have offered a solution, they have offered an escape from responsibility for the problem, a problem that IS COVERED by their 5 year mechanism warranty.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/31/2024

  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 this living room January 16th 2019 I purchased a warranty for 5 years and we complaining before the warranty was up. England Furniture is the company that's made the sectional and corners furniture located on 2916 White plains road Bronx New York 10467 was the store purchase from the cushions are more than 25% sunken and the leather is cracking I will send a copy of the warranty and when I called corner's furniture they were willing to help but they said that they discontinued the color and could not do nothing when I tried contacting England furniture they told me they will get back to me be patient a month went by and I had to text them again and they told me there was nothing they could do I told them I had a car that was 16 years old and the letter seats look brand new I just trying to get a little help of course evidently they didn't do nothing and I this is my second purchase from them the first one broke and they gave me a credit to buy a new one I wanted to take the buyout but it was the cash value was too low so I bought another one like a dummy I will follow you a copy of the warranty thank you the invoice on corners furniture is c203739

  Business Response

  Date: 06/04/2024

  First of all we would like to thank you the customer for their purchase.  The consumer contacted us via email March 13, 2024, with some concerns about their product condition.  We asked for some detained information and the customer did send the appropriate information in order to address the concern.  We then contacted the selling dealer they were aware of the situation and was in the process of address the valid warranty issues.  The concern was the condition of the leather cover and although we did consider assisting with obtaining some replacement parts the leather had been discontinued for some time.  The records indicate the date of purchase was January 16th, 2019, and we do place a warranty on the product which includes a one-year upholstery warranty valid from date of purchase which has expired.  We have suggested an amicable resolution to the dealer and would encourage the customer to contact the dealer to discuss.  We thank all involved and for the patience and understanding.  

• Initial Complaint

  Date:04/17/2023

  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 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

  Date: 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

  Date:03/21/2023

  Type:Service or Repair 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.

  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

  Date: 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

  Date:09/26/2022

  Type:Delivery 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 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

  Date: 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

  Date:08/29/2022

  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 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

  Date: 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

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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'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

  Date: 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.