The owner of this blog is a concerned woman who wants the public to know about the real customer service and warranty of La-Z-Boy Furniture.
This is my personal weblog. The content within is my own OPINION about how my last and FINAL purchase was handled by La-Z-Boy Furniture.
(This picture was taken a few weeks after the purchase)Whenever you enter any La-Z-Boy store, you are immediately approached by an eager salesperson who is anxious to tell you about their customer service and "lifetime warranty" of their furniture.
Prior to my last purchase I would have given them a glowing recommendation. I know I'm not going to have time this evening to give the whole story, but I will be posting again with pictures. You know what they say, a picture is worth a thousand words.
Well, here's my story.
My husband and I built our retirement home. And, what is the one thing you want to do when you move into a new home? Create a warm and welcoming environment in one of your main rooms. Exactly. Mine was our great room. I searched from one end of the valley to the next looking for that special look and feel that I had in my mind.
October 17, 2004 - I stopped in at our local La-Z-Boy store one day was greeted by two salespersons. Wasn't I lucky!! I found a sofa that I liked. I asked if this particular sofa was user friendly and forgiving because it was going to be used daily in our great room. Both salespersons said they both owned this sofa and had their's for several years and it still looked like new. I KNEW La-Z-Boy had a lifetime warranty and I had been happy with my prior La-Z-Boy furniture, so I decided to buy two sofas, two end tables, one coffee table, one area run, and a painting. Not a bad commission, right?
Late November 2004 - Of course the furniture had to be ordered. It was delivered within the timeframe that was given to me. On the day of delivery I noticed a thread was popped on one of the cushions. I showed this to the delivery men. They said I should call the store, which I did. I spoke with one of the salespersons that helped me and she said not to touch the thread and she would order me a new cushion cover. In the meantime, more threads began to pop and the material started to discolor. I called the store again and the salesperson told me to show this to the delivery man (who I must clarify, is from the local service department of La-Z-Boy). When he delivery the new cushion cover, I showed him my concerns. He said he would have to bring his supervisor to look at the problem.
I'm going to have to continue this story tomorrow. But there is one thing I want La-Z-Boy to know.
When you take my money and put it in your pocket you better stand behind your promises. I am dedicating this blog to telling the world about your lousy customer service. I'm going to email this link to all my friends and ask them to forward it to all their friends, and so on and so on and so on. I will register this blogg on all major search engines and ask everyone who comes to my blogg to tell their friends and so on and so on and so on. More tomorrow.Now to continue my story. (I didn't know how to put this on another page.....I'm just learning)
The delievery man said he would order another cushion cover. Weeks went by without hearing from La-Z-Boy.
Late January 2005 - The delivery man and another guy came out to the house to look at the sofas and to take pictures. They told me they would send the pictures to the manufacturer. After following up with the salesperson, the delivery man called and told me La-Z-Boy would do nothing about the discolorization of the fabric. The delivery men came out to the house and delivered the new seat cover and showed me the email he received from La-Z-Boy.
April 6, 2005 – I asked a friend to go with me to La-Z-Boy to discuss this matter. I was told I would need to talk with the manager. She was on vacation, but would call me on April 25th. She never called.
May 31, 2005 – I called La-Z-Boy and talked with a different salesperson. She told me she was new and she would personally ask the manager to give me a call when she returned from vacation. Yes, I was told she was on vacation again. The manager never called.
June 7, 2005 – Talked with the salesperson a La-Z-Boy. She told me I could pick out another sofa. I took fabrics home to see which would go best with my décor. I was back and forth to La-Z-Boy taking different selections home. None seemed to work.
October, 2005 - I took fabrics back to the store and the salesperson told me to call the CEO who is new Kentucky and see what he could do.
October 19, 2005 – Talked with CEO of La-Z-Boy. He told me I could choose another sofa
and new fabrics would be out the end of November.
October 22, 2005 – Talked with one of the salesperson. She said she talked with the CEO and she would call me when the new fabrics came in.
December 2, 2005 – Went in to the sotre to check if fabrics had come in. They were still not in.
January 6, 2006 – Went in to store again to see if fabrics were in. One of the salespersons told me the other salesperson tried to call me. I have caller ID and there was not any calls from La-Z-Boy. He told me the other salesperson had a list of fabrics for me to look at. He began pulling out the samples. I told him they were the same fabrics I had at home. I asked if he could show me new ones. A different salesperson came over and asked if I would be interested in a micro fiber. I told him no, because I didn’t like the velvet nap to the fabric. He showed me one that does not show the nap. I asked if I could take that sample home to see if that color red matched the rest of my décor. Asked them to call me when the new fabrics came in.
January 7, 2006. I ran into one of the salespersons in my community. Told her of my conversation with the other two salesmen at the store. She said they had not received any new fabrics, but she would call me when they came in.
April 1, 2006 - Went in to La-Z-Boy to return fabrics and to see if new ones were in. I decided I would go with the micro fiber if they still didn’t have anything new to show me. The salesperson said he thought I was going to keep the sofa I had and that he would not allow me to order another sofa. He had been very polite to me until this day. He came from behind the counter and said he was not about to let me order another sofa. He continued barking and flollowing me to the door. I turned and told him he would be hearing from my attorney.
I called an attorney. You know what they say about lawyers.......there's not enough sand. The attorney wrote a letter that looked as if it was written by a 4th grader. I received no satisfaction from his help.
Therefore, here I am telling my story on the internet. I certainly hope this will help someone out there who is considering buying from La-Z-Boy.
If anyone needs the name and number of the CEO of La-Z-Boy, please contact me.
Now for the rest of my story. I bought new furniture this week. It's a Broyhill. I bought it from Big Sandy Super Store. I also bought the three year warranty that states the furniture will be replaced if anything happens to it within three years. If I don't have to use the warranty, I will get the money back in the form of a store credit. Where else can you find that type of warranty?The sofa and love seat will be delivered tomorrow.
