Lazyboy Complaint - Dissatisfied with Lazyboy product and warranty
OTTAWA, NEW YORK -- To whom it may concern,
We purchased a LazyBoy sofa, chair and 2 ottomans in Oct 2008 after extensive research to find a high quality product. We based our decision on many aspects including style and comfort but also ended up with a Lazy boy product because we believed we were making an investment in quality and endurance. We also made the decision to pay the extra cost for an extended warranty to ensure that all the unforeseen would be looked after.
Eighteen months after our purchase, we noticed that the seating of our sofa was starting to crack. We called our Lazyboy dealer and an insurance agent was sent over who determined that the damage must have been "our fault" from someone sitting with keys etc, although we completely disagreed. We felt the cracking was due to the poor quality of leather and not at all a result of a scratch type of injury. Lazyboy agreed only to try re-dying the couch, which they did and it was a temporary solution. Within 6 months, however, the cracks started showing again, mostly on the middle and right side of the seating cushion. Interestingly, the areas with the most cracking occurred in the middle cushion, which was very rarely used.
We called Lazyboy once again, and another insurance agent was sent out and not surprisingly, we were told that the damage was not covered under warranty. The message on our answering machine was that the damage was caused by excessive dryness which was not covered by warranty. This was completely unacceptable to us, so we made several calls to the Hunt Club, Ottawa Lazy Boy store, and finally were able to speak with the GM, Richard. We attempted to discuss our case, only to be told that he had examined the photos and it was "obvious that the cracking was our fault, due to someones feet, or a cat or dog, etc" and that he could not believe we were calling the store to complain.
I can assure you that no cat or dog or foot has been on my couch. It is in a beautiful living room setting, and is actually rarely used. If it is, the middle cushion is almost never touched. When we questioned the GM on the discrepancy between being denied the warranty due to "excessive drying" and then being told by him that actually we were being denied because "it was obvious it was our fault" he had no comment and became argumentative and rude. When I asked him for a name of the CEO of Lazyboy, so that we could address our concerns further, he absolutely refused to provide a name.
In summary, we are completely dissatified with the product that we bought from Lazyboy only 3 years ago, with the warranty policy that we also purchased and with the customer service that we have received from the Lazyboy company.
We would appreciate a response from someone that can be reasonable about our claim.
Dr. Peter Graves and Dr Heather Dennison