England Furniture, Inc. — Local services in New Tazewell

I’m extremely dissatisfied with the quality and service from England. Our long awaited sectional sofa was delivered in December 2021 and just 3 short months later the foam and/or fabric is sagging on two of the back cushions. My husband and I are the only people in the home and we were gone for 2 weeks out of the 3 months. I immediately sent pictures to the dealer and they forwarded the claim to England. Shortly thereafter England claimed the “comfort wrinkles” are not under warranty due to common use. What! After 3 months of very limited use— what will it look like in one year? I have left a message with the dealer to call back and sent an email to England. The dealer has not returned my call and England sent a link for this survey!

Update on my sofa (12/6/22). Since my last review (4/22) I've sent photos and two emails to England (they responded to my last review) and not received any reply to either. The fabric/foam of one arm of the sectional is now sagging as well two more back cushions. One of the sagging cushions is the corner piece that only pillows have leaned against. There are only two of us in the home--it's hard to believe that it can be "comfort wrinkles" as England states. Interestingly, the seat cushions are looking wonderful--not a "comfort wrinkle" to be seen. I called the store I bought the couch from as well. They didn't want to resubmit a work order because "England will respond the same way". I had to specifically state I wanted to talk to someone that would resubmit. They finally did concede and accepted the work order submission. Hmmm.....have they had these troubles before? Continued...

We are very disappointed with our experience with this furniture company. We bought this couch from England due to its excellent reputation. We purchased couch in January of 24, it was a custom peice and was delivered in February of 24. When the couch arrived, our ottoman had to be replaced since it was made with incorrect fabric that did not match the couch. At this time we also noted threads everywhere, but figured they would not affect the integrity of the couch. Much to our surprise, by the end of March, there were holes in the cushions at the seams and the piping thread was coming apart in several areas. After contacting the furniture company were purchased our couch through, a repair guy was sent out. He informed us we would should be expecting a new couch due to multiple issues. Instead we were informed that England decided to instead send new covers. After several weeks, we were informed that England would not approve the correct amount of hours needed for the repair. We continued to watch our couch breakdown. Finally, yesterday the repair guy arrived with our new cushion covers. Our less than 6 month old couch was getting all new covers. We figured this was the correct fix. Our NEW cushion covers also have several loose threads noted. We are so disappointed in this experience. It's hard to not to think this cushion covers will not hold up as before. This couch was not cheap and its extremely upsetting that England Furniture is not standing behind their product. After this experience we will be...

Leaving five stars at this point as I’ve only just gotten the couch 4 days ago. I purchased at Pilgrim Furniture in Southington, CT. I was VERY overwhelmed by the sheer number of possibilities England has as far as both couch fabrics and pillow patterns/fabrics. Luckily the floor sample matched well with leather color of the recliners I ordered from La-Z-Boy (who apparently owns England—which I found out after the fact!), so it worked out that I didn’t have to deal with the stress of choosing my own custom options. I will also note that another customer was also looking at the fabric options for a set she was purchasing and likened the stress of choosing an option to being worse than car shopping, and I completely felt that, although I guess it’s better to have a multitude of options rather than one or two!

It was also fortunate that, by choosing the exact pattern and pillows on display, they had the couch in stock in their warehouse and could deliver that week rather than the quoted 26 weeks for a custom order. I ended up getting it delivered the following Saturday and the process was flawless. So far I’m very pleased with the purchase and how solidly it appears to be built. I do wish the cushions were a bit softer/more comfortable but am hoping that in time and with use they will get more cushier since the stores floor model didn’t have such firm cushions when we sat on it. So far I would recommend this product and company to others. If that changes I will update this review...