Portage Furniture Store Co

The first complaint of the customer came one month after purchasing the sectional We picked it up at no cost to her and returned it to the manufacturer, England Furniture, for repair When it was returned we delivered it back to the customer again at no charge It was wrapped as it had come from England so that all cushions were in their proper position as England had stated they thought she had some of the cushions in the wrong order The other complaints I addressed to England each time I was told by the factory contact, [redacted] , England was not willing to do more because they had just repaired it at their factory My next step was to contact our England Sales Representative, [redacted] *** Mr [redacted] went to the customer’s home to inspect the product His review and recommendation was there was nothing wrong with the product and therefore would not even send out new cushions At this time my hands were tied as we do not manufacture the product and the warranty is from the manufacturer Portage Furniture stands behind the manufacturer’s warranty and did everything within our power to correct the situation If England Furniture would be willing to work with her, we would be happy to deliver and service their warranty at no charge I believe that Portage Furniture has gone above and beyond by going to this customer’s home times without charge and trying to make this right This is a problem between her and the manufacturer as we have done everything in our power to right the situation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is in response to the response made by the business to resolve this complaint id # ID ***
11-18-
1. I called England Furniture talked to a Mr*** He told me that he would replace the cushions this was before the Representative came to our house , he also told me that he offered the store to keep the sofa at a low pricePunky the sales person of Portage Furniture told me why would the store want the couch if the customer doesn’t want it
I should not have to contact England Furniture for faulty product as you are the Representative for them and we purchased the sofa from you
If England Furniture did the repairs on the sofa they were done very poorly
As the issues with it were never corrected sofa feels like it is tilted forward you feel like you are sliding toward the front and going to fall off The cushions still are deflated and when you sit on it your butt hits the front board under the cushionsThe cushions are to have a year warrantySo this it what you get for a $sofa
Regards,
*** ***

We just wanted to let you know that we have ordered new cushion cores with coil enhanced features. These cushions have coils encased in the foam. England now has this option of upgrading cushion cores which was not available when you purchased your sectional.Upgraded enhanced coil cushions are an additional $35 per cushion wholesale cost plus the cost of shipping.The portage furniture store will absorb this cost for you and hopefully your problems will be solved.We will let you know when these cushions arrive.RegardsThe Portage Furniture Store

The first complaint of the customer came
one month after purchasing the sectional. 
We picked it up at no cost to her and returned it to the manufacturer,
England Furniture, for repair.  When it
was returned we delivered it back to the customer again at no charge.  It was wrapped...

as it had come from England so
that all cushions were in their proper position as England had stated they
thought she had some of the cushions in the wrong order.
 
The other complaints I addressed to
England each time.  I was told by the
factory contact, [redacted], England was not willing to do more because they
had just repaired it at their factory. 
 
My next step was to contact our England
Sales Representative, [redacted]  Mr.
[redacted] went to the customer’s home to inspect the product.  His review and recommendation was there was
nothing wrong with the product and therefore would not even send out new
cushions. 
 
At this time my hands were tied as we do
not manufacture the product and the warranty is from the manufacturer.  Portage Furniture stands behind the
manufacturer’s warranty and did everything within our power to correct the
situation.  If England Furniture would be
willing to work with her, we would be happy to deliver and service their warranty
at no charge.
 
I believe that Portage Furniture has
gone above and beyond by going to this customer’s home 4 times without charge
and trying to make this right.  This is a
problem between her and the manufacturer as we have done everything in our power
to right the situation.

Review: Purchased a sofa that has poor quality in workman ship for sitting on. It feels like you are falling off the Cushions and they have gone flat when you sit on them you can feel the support frame on the sofa they have a ten year replacement warranty and they don't want to cover it

the manufacture of the sofa is England furniture purchased thru Portage furniture.Desired Settlement: Replace the cushions as stated in the warranty

Business

Response:

The first complaint of the customer came

one month after purchasing the sectional.

We picked it up at no cost to her and returned it to the manufacturer,

England Furniture, for repair. When it

was returned we delivered it back to the customer again at no charge. It was wrapped as it had come from England so

that all cushions were in their proper position as England had stated they

thought she had some of the cushions in the wrong order.

The other complaints I addressed to

England each time. I was told by the

factory contact, [redacted], England was not willing to do more because they

had just repaired it at their factory.

My next step was to contact our England

Sales Representative, [redacted] Mr.

[redacted] went to the customer’s home to inspect the product. His review and recommendation was there was

nothing wrong with the product and therefore would not even send out new

cushions.

At this time my hands were tied as we do

not manufacture the product and the warranty is from the manufacturer. Portage Furniture stands behind the

manufacturer’s warranty and did everything within our power to correct the

situation. If England Furniture would be

willing to work with her, we would be happy to deliver and service their warranty

at no charge.

I believe that Portage Furniture has

gone above and beyond by going to this customer’s home 4 times without charge

and trying to make this right. This is a

problem between her and the manufacturer as we have done everything in our power

to right the situation.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is in response to the response made by the business to resolve this complaint id # ID [redacted]

11-18-13

1. I called England Furniture talked to a Mr. [redacted] . He told me that he would replace the cushions this was before the Representative came to our house , he also told me that he offered the store to keep the sofa at a low price. Punky the sales person of Portage Furniture told me why would the store want the couch if the customer doesn’t want it.

I should not have to contact England Furniture for faulty product as you are the Representative for them and we purchased the sofa from you.

If England Furniture did the repairs on the sofa they were done very poorly

As the issues with it were never corrected 1. sofa feels like it is tilted forward you feel like you are sliding toward the front and going to fall off 2. The cushions still are deflated and when you sit on it your butt hits the front board under the cushions. The cushions are to have a 10 year warranty. So this it what you get for a $2100.00 sofa.

Regards,

Business

Response:

We just wanted to let you know that we have ordered new cushion cores with coil enhanced features. These cushions have coils encased in the foam. England now has this option of upgrading cushion cores which was not available when you purchased your sectional.Upgraded enhanced coil cushions are an additional $35 per cushion wholesale cost plus the cost of shipping.