La-Z-Boy Incorporated Complaint - Buyer Beware - Custom Ordered Sofa
WALDORF, MARYLAND -- I purchased a $1,000 sofa custom ordered from La Z Boy in Waldorf, MD last December and took delivery March 2006. After much consideration, and discussion with sales personnel, I chose the fabric which was a high-end fabric at considerable extra expense. I have had the sofa about 5 months and it gets very little usage. To my disappointment, the fabric has lost the nap, it is crushed, does not rebound after being sat upon and it looks very worn and old like it came from a yard sale or out of Grandma's attic.
I have tried all avenues with La Z Boy, i.e., service department, customer service at headquarters in Michigan, the Waldorf store manager and the regional sales manager who came to my home today to inspect the sofa himself. I am repeatedly told by every department of La Z Boy "That is the nature of fabric. It is normal usage. There is nothing we can do about it." I told the regional sales manager that if this sofa was put into the showroom, it would never sell because the problem is undesirable and very noticeable. I ended up asking him to leave my home since he wasted my time and he refused to back up the product he represents and sells.
He had his mind made up before he arrived based upon the notes he left behind.
Even the service technician noticed the problem, wrote it in the report, and steamed and brushed it. The nap perked up a little bit after it was steamed and brushed, then went back down after it dried. I should not even be expected to steam and brush expensive upholstery each time somebody sits upon the sofa. Their service manager told me it was "buyer beware" when selecting a fabric for upholstery and that it is a chance you take when you customize a sofa in a selected fabric.
I stressed to him had I known in advance the fabric would look this way, show wear this quickly, loose the nap after such a short amount of time and such little useage, I would have never chosen this fabric. I was never informed or warned by the sales people about any problems with this type of fabric. Only now am I hearing this is typical of this fabric.
I have asked La Z Boy to recover the sofa in another fabric, or order me another one with different fabric, to no avail.
I am quite frustrated and sickened that I have thrown away $1000 on such an inferior product.