Like all of the complaints registered for La-Z_Boy, we are having quality and service trouble, The San Jose Ca location, which is owned and operated by Don Kvinedahl, appears to be associated with an entity "La-z-Boy home Furniture Showcase" listed at 825A North 10th Street, San Jose, which also handles the service center.
Stores at Pleasanton, Ca. Corte Madera Ca, Union City Ca, Fairfield Ca, Pleasant Hill Ca, and San Leandro Ca are some of the other locations the BBB lists as having the North 10th Street address as the main location. Mr. Knivendahl is listed as the owner of the Santa Clara store. John Stagi was the sales person in the San Jose Store, and Brenda Stagi is listed under a couple of capacities for the La-Z-Boy Home Furniture Showcase when you access the various other locations.
If you got two years from your theatre seats, you are lucky. Ours were in terrible condition after ONE month - delivered on December 26. I started the complaint process in late January or February. These are not the quality shown to me in the sales room. They are not the quality of anything on the sales floor. They arrived poorly stuffed, puckered, and with "poochy" pockets along the arm seams. The seat back immediately flattened, deflated and sank, and the seats themselves started to have the top layer of padding shift toward the back. From the side, the the seat is collapsing. The chairs will not stay in the fully reclined position - we've adjusted the wing nuts with no results.
We are two 65 year old adults, and we sat in the two end units, as they had the two arms. The two center units form a sofa, which we were going to use for company.
La-Z-Boy's solution is to replace the two seat backs with two "new" ones from the factory - so I can go through this again in another three months (two to ship, and one to complain). They refused to consider fixing all four chairs - tech (regular guy, driving his own car, with a digital camera in his hand) said "I don't see nothing wrong". I told him four times that was because it had only been a month, and we were only two people. He insisted he "didn't see nothing wrong". When I lost it an yelled "BECAUSE NO ONE SITS IN THEM, I WANT'T THEM ALL FIXED SO I DON'T HAVE TO GO THROUGH THIS AGAIN", he took extreme offense.
He further told me I didn't know how to sit in the chair. He demonstrated - you throw yourself as far back against the seat back as you can, and you lean your head over the edge, and you can stay reclined. Of course, if you move, you are going to pop back to the semi=reclining position.
Went back to his shop, and recommended replacing the two seat backs with factory replacements.
Had another tech come out - seemed more intelligent and co-operative than the first, but no more competent. Grasped the concept that all four chairs would have the same construction and thus the same failure problem. Agreed that the seats bottoms were failing.
Again, just a guy with a digital camera: no tools, no attempt to examine the construction to see what the problem was, and no solution to the reclining problem. He, though, sat int he chair like a normal person, and popped back to semi-reclining.
Three or four days later, received a call from a bored female clerk who informed me they were ordering two new seat backs. I said it was unacceptable - all four chairs would need repair, and what was going to happen with the seat cushions. She said they would install additional padding or foam through the zippers. I told her there were no zippers - so then she said they would order new seat bottoms.
As you can see, we are getting new chairs from the same lousy factory. I told her it was unacceptable, and I would go back to the store - she said, in that case, she would do nothing and disconnected. She did tell me to have a nice day, though!
Called the store - salesman John Stagi, who was the original salesman. He said that the person to take care of my complaint was the store manager, who came in just two days a week. He was to explain the problem to the store manager, and have the manager call me.
Still waiting.
Wrote to corporate: No interest in why their product failed in one month. "work with your local dealer, who is an independent owner licensed through La-Z-Boy."
The service center also told me my chairs were "custom" - which is true of virtually everything in the store.
However, I did not order "custom" quality. I ordered the quality I saw in the floor unit, and the quality I observed in every item on the floor in the sales floor.
I have contested this with Visa, am preparing a Small Claims case, and have contacted Seven on Your Side.
This corporation is ripe for prosecution for fraud - not just in California, but apparently all over the United States.
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