Two years ago November, I bought $3,074.53 worth of furniture from La Z Boy. It included 2 sofas, 2 end tables, 1 coffee table, an area rug and a picture.included in this price was $150.00 for fabric protection. When selecting the sofas I told the sales persons I wanted a sofa that was forgiving because it was going to be using in my great room. Two of the sales persons told me they personally owned the sofa I selected and had had it for several years and they was like new.
The day the furniture was delivered I noticed a string was popped on one of the sofa cushions. I immediately called the store, while the delivery men were there, to report this deficiency. The sales lady told me she would order me another cushion cover and that she wanted to make me happy. A couple weeks later I noticed more threads popping and the fabric was discoloring. I called the store and the sales lady told me when the new cushion cover comes I should show this discoloration to the delivery man, who is also over the warehouse and repairs. It took about 6 weeks to receive the new cushion cover. The delivery man took pictures of my sofa and told me he would be sending it to the La Z Boy main facility. He was also going to order another cushion cover. About another 6 weeks went by before the second cushion cover was delivered. I was shown an email from La Z Boy basically saying too bad.
It was about a month before I was able to go to the La Z Boy showroom to speak to the manager. I was told she was on vacation and she would call me when she returned in two weeks. The two weeks came and went and I had not heard from the manager. I called the store and spoke with a new sales person and she said she would personally tell the manager to call me. The manager was on vacation, again.
About a month later I made it to the store again and spoke with the sales person who sold me the sofas. She told me I could pick out a different fabric. I took home several samples. After agonizing over these fabrics I decided I did not want to settle for something I really didn't like. I took the samples back and told them none of the fabrics worked. She and another sales person told me I should call the CEO. This information was given to be in a soft whisper. The said they really shouldn't be giving me this information. The CEO is Mr. John Sheppard in Zanesville, OH, 330-245-1602. I called him and he said I could wait until the new fabric line came out in a couple months. That would be November. He told me he would ask my sales person call me when the new fabrics come in.
I called the store a couple times in November and was told the fabrics were not in. I didn't make contact with the store again until January 6. I went into the store and talked with one of the sales persons that first helped me.By now, he was the manager. He began pulling out selections that the female sales person had written down as possible selections for me. He said she called me but I didn't answer. That is an untruth. I have caller ID and there were no calls from La Z Boy and no messages on my machine. I told him the fabrics he was showing me were the samples I had at home. He said nothese are the new ones. Another sales person came up and asked if I had looked at another collection of fabrics they had that were in a ring binder, not those hanging on the wall. There was one that I thought would work. I asked if I would take one of those home to see if it would match my dcor. The next day, I ran into the female sales person in my community. She told me she had not tried to call me and that there was a delay in getting the fabrics but would call me when they came in.
Due to some personal obligations, I was unable to get back to the store until April 1. I was tired of being jerked around and I decided I would just go with the fabric I picked up in January. When I arrived at the store, I was met by the sales person that showed me the last fabric. He said I would have to talk with the manager. When the manger came over he became barking at me, said it had been too long, said they would not make good on their promise. Why was and additional 3 months too long? The last thing I told him was he would be hearing from my attorney.
I did ask an attorney to write them a letter. I must say my 6 year old grandson could have composed a more professional letter. I received no satisfaction and I doubt I ever will.
The past few months the cushions have started deteriorating. When you sit down you almost hit the springs. My husband has developed sever pain in his pelvis and he thinks it's because of the sofas. He has an appointment with our doctor on Thursday. We will know more by then.
I recently found this site. If only one person who is debating buying a La Z Boy product reads this and then decides to go elsewhere, it will be worth my time in writing this post.
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