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[KingCharlesSpanielMom]

I bought an England Furniture leather sectional and when delivered it looked nice until we looked at it closer. On the chaise cushion there was a small spot that looks like the top of the leather was scraped off and a scuff mark underneath on the frame. I contacted England directly and their customer svs I was put through told me to send him photos. He replied by stating based on photo those marks are natural marks. It also had natural leather raised here and there on the seat cushions but one corner seat cushion had one long raised mark and several other shorter ones. I guess that is why they used that defected piece of leather on the corner cushion where it would be more inconspicuous. Also, there were wrinkles and one crease on the corner section back cushions. Their customer svs at England told me to just wipe my hand over it and tuck extra fabric into the sides. Well, I know that leather gets wrinkled and rubbing your hand will not solve that issue. It just had never been sat on in the corner at all it came in like that brand new. I called the store we purchased it from, Furniture Distributors in Havelock, and they have a 20 percent restocking fee but if we want to pay that we can return it. I just do not want anyone else to go through a bad experience and be disappointed like I was. I have a Craftsmaster sectional sofa with dark red poly/cotton fabric for over 10 years now and it has held up really nice. No issues with Craftmaster. I wish now I had ordered their sectional in leather. Craftmaster might have done a better job. I know that they make Paula Dean's furniture line. We are leaning on keeping the sofa because of the high restocking fee but well see what the furniture store does for us and go form there. By the way, Lazy Boy owns England Furniture Co now. Bear that in mind. We had a Lazy Boy when we first got married and the microfiber fabric was horrible but the mechanisms were ok.

[Carmie]

Is it made from bonded leather? I hope not. Bonded leather is junk.

I have a Lazy Boy recliner that I purchased for my hubby 22 years ago. The leather still is in good condition, it doesn't look like new, but it looks very nice, soft and smooth and slightly used.

If the furniture is bonded leather, I'd return it ASAP and fight the store on the restocking fee. I'd tell them that you want your money refunded and for them to take the furniture back. If the leather appears damaged, I'd request the same thing.

If they refuse, you can always take the furniture company to small claims court or advise them that you will.

All furniture should arrive in pristine condition. If not, the seller has the obligation to repair it or replace it at no cost to you.

Good luck. I am so sorry that you are not pleased with your new furniture.

[curlywhitedog]

I'm sure someone has already suggested this but perhaps you have some recourse through your CC company?

Maria

[GCR18]

I had a horrible experience ordering a sofa, chair, ottoman at Lazy Boy Gallery. When the three pieces were delivered two had visible damage. The drivers were trying to talk me into taking it and having it repaired. I refused delivery and was going to cancel the order. After talking with the store, I couldn't cancel my order because it was a special order color or some nonsense like that. I was given a choice of colors when I bought it and nobody mentioned anything about custom. I filed a complaint with the BBB. The story ended with me getting a replacement order. The pieces are nice, but I remembered all the drama every time I looked at them for a couple years. I would tell the store if they won't make it right, you are going to file a complaint with the BBB. If they don't, do it. It costs nothing, but time. It's a good reminder to always get the return details when purchasing large items. I know you don't ever think you'll return, but it's an expensive lesson. Good luck.

[stevieb]

Lazy Boy, say no more... I've walked out of their store twice in the past month. I got so tired of their slow process and all their policies and procedures, found the prices were nothing to write home about and the sales staff seems essentially pointless... I went back more than once because I really need a new rocker and although I refused to buy from them, my mother still thinks Lazy Boy is the real deal... That restocking fee is ludicrous. I refused to do business with them, but she got a new chair and seems happy with it.

[stevieb]

Too late now, but the Lazy Boy sales person I worked with before I decided I wasn't interested told me the key is to examine the piece very carefully when it arrives and if it isn't up to your expectations to refuse delivery. Once it's there, the most they're going to do is send out a 'technician'. If he or she finds it faulty, then they'll either repair or replace (their option) but if they don't find it faulty your only option is return it and lose the exorbitant restocking fee.

[Lucky Charm]

I would send a letter the BBB and cc them on it.

Also, I would ask for the name and number of a higher up in the company that you can contact.

Don't give up.

[Kachina624]

Squeaky wheel gets the oil...so squeak!

[KingCharlesSpanielMom]

Thanks for the suggestions. I did not think anyone would respond. I appreciate it. I guess it is just hard to find good quality sofas these days that is backed up by the stores or the manufacturers. I did want to let y'all know another reason why we ordered this sofa from England Furniture is that they are a US company. For some reason we thought that would make a difference.

[KingCharlesSpanielMom]

I decided to wipe off the dust using a white soft cloth as indicated to use. Well, I started out with the top back of the chaise and worked my way to the chaise cushion. Doing that I spotted a light streak across the cushion. I went ahead and called furniture store about it and to get updates. The girl I have been speaking to stated she got with England sales rep and he may be coming out to check it out himself. Well, husband came home & I showed the streak to him and then we spotted another lighter streak to the back of the chaise. I am now wondering if lighter streaks are normal to natural leather. I wish I had gotten more educated about leather before buying. I have been reading about leather online now. Our sofa was ordered has highs and lows of dark to light what I call cocoa colored brown leather. I am not seeing other really light lines anywhere else. But reading about leather online I am finding out a lot like how natural leathers have stretch marks and raised markings or lines which give it character. Well on the lighter side....our new sectional has a lot of character. Maybe a little too much character in my opinion.