We bought a couch in August - it was not delivered until late october - and was showing signs of being defective by mid December. I called in mid December and was told they would order a new cushion. I called back 3 weeks later and the cushion was never ordered, so they told me they would order it, again. I again called back 3 weeks later, and again it was never ordered.By then all the cushions were doing the same thing and they said they would order all the cushions for the couch.
I again called back 3 weeks later, but they only ordered 1 cushion! So they told me they would order the rest and come to install them when they all came in. I called back about a month and a half later and they told me there were problems with the poly that they use and they could not tell me when they would be in. I demanded someone come out to look at this couch because I wanted a replacement. After a month of back and forth they told me that I could come and reselect a sofa. I placed the order on 7-11-04 and the salesman told me he would put a rush so that it would be here w/in 4-6 weeks.
I called in late August because I thought it would be in soon and it had not even been produced yet. I was told be one salesman that "You'll get you F* when it came in, and not until then". I paid $3266.60 to get customer service like that. I then asked for the manager that I had been speaking to and he told me it probally would not be in until late September early October which was 11-12 weeks from the order date. I finally recieved the couch on September 25, which I told them I did not want after all the delays and hassle and they told me that I would incurr a 20% restocking fee if I didn't take it. Since they had my $3266.60 since a year before that I did not think that was very fair so I made and agreement with the owner that if there were any problems with this new sofa he would take back all the furniture I bought and refund me the money I paid.
Within a month of having the new furniture it started to show major signs of wear. The cushions that are usually sat on have no fluff in the cushion, they are all wrinkled and saggy and the seam on the chaise lounge has traveled from the side to almost the middle of the cushion. It is only my husband and I who sit on the couch and after less than one month there should be no wear at all. I have a couch in another room of my house that I have had for years that looks brand new and has no wear whatsoever. I called Lazy Boy and told them what was happening and that I wanted to return the furniture. They sent the manager and a Lazy Boy rep out to my house. When the manager saw the couch he said I was not the only one having these problems. I called them a couple of days later and asked for the owner, one person told me he wasn't there and that he was in Chicago for a meeting, another person told me he was there in the morning and that he had left, and then a third person told me he was there but he would not take my call. After calling them back again and not getting an answer they faxed a letter to me saying that it was normal wear and tear and that I need to flip and rotate my cushions. The back cushions of the couch are sewn on and the chaise lounge can't be flipped because it has velcro on the bottom to keep it attached to the base, so how am I supposed to "flip and rotate" these cushions. When I called them back to dispute the findings they kept hanging up on me and faxing letters saying that I was on a tirade and all kinds of other things which is totally untrue.
I have decided to take them to Small Claims Court. I have pictures of the sofa and the handwritten letter from the owner saying that he would do a total refund if there were any more problems. Beware, since going through all this I have been made aware that this is happening to alot of other people.
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