La-Z-Boy Informative - Misrepresentation - Melanie Sofa
SAVANNAH, GEORGIA -- My husband and I went to the LazBoy store to purchase a sofa to match 2 recliners I had purchased prior. We liked the Melanie model. We were told that the sofa was only available in that fabric and there were 2 colors available other then the red shown on the floor model. They provided swatches of the fabrics & checked the computer and said there weren’t any in the warehouse, but they could get us one in blue in approximately 6 weeks. We ordered the blue version of the sofa. March 31, 2007 the sofa was delivered and it is not anything like it was represented by the fabric swatch. We returned to the store to discuss a resolution. Store manager, produced a store copy of our order & said that it was proof that we special ordered a sofa and according to the policy stated on the order the sofa was nonrefundable. Two things were apparent – the store copy of the order had hand written notation “S/O” that is not on our copy of the receipt & the box with the information about special orders specifically states that all special orders require 50% deposit, something we did not do. The manager said they don’t do that, but they follow the nonrefundable part! Also, they had marked out the first digit of the color of the item. I explained that money was not an issue when we purchased the sofa & if we could have special ordered the fabric we would have. An option we were specifically told by the salesperson was not available. The manager was extremely unprofessional and rude. She abruptly ended the conversation by stating that she “didn’t have time for me” and I “could just contact Corporate”. As we were leaving she stopped our original salesgirl who had returned from lunch and began coaching her on what the complaint was, while steering her into a back, private area. She was obvious in her maneuvering to ensure we were unable to talk to the salesgirl and verify our version of the story.