La-Z-Boy Incorporated Complaint - Poor Customer Service; Uncompromising To Fair Exchange Offer
PLEASANTON, CALIFORNIA -- On March 15, 2008, I ordered two, 3-piece couch sets from a La-Z-Boy store. We had negotiated a total sales price of $6,900. The six pieces arrived eight weeks later. I have been thrilled with half of my purchase: a 3-piece, red couch set. The other half of the order—a beige set with Chenille fabric—has been very disappointing and has been showing signs of wear after only two weeks of use.
Although unfortunate and disappointing, my issue is not the fact that the entire chair appears 3-4 shades lighter than the other two pieces (due to natural lighting variances within the room). My complaint is that the couch, which has contiguous lighting, shows shading variances in the most used areas. I noticed this “usage shading” within two weeks of delivery. The problem has continued to compound while I’ve worked with my La-Z-Boy sales representative and Customer Service over the past 6+ weeks. Currently, the couch shading/discoloration is increasingly pronounced because the raised texture of the fabric is flattening in high usage areas.
Historical facts: Two weeks after delivery, when I first brought this to the salesman’s attention, I did so in person and actually brought the couch back into the store. We both agreed that it had some shading discoloration. I contacted Customer Service who took pictures of the couch and later informed me that “the manufacturer states that this is normal use when sitting on this type of fabric”. If that is the case, then the sample swatches are absent of important, informational warnings! They should read: “Foam dry-clean only. Fabric will show uneven shading with usage, so best to place the furniture in a darkened room and away from natural sunlight.”
I have continued to contact my Sales Rep. twice per week for the past five weeks—either on the phone or in person. I have communicated my desired resolve of this issue as well. My salesman continues to exhibit poor customer service by not calling me with updates when he says he will; I have to call him back 3-4 days later. This lack of professional communication has only exasperated my frustration of the situation.
Due to the fact that I am so unhappy with my couch purchase, I have not even removed the tags from any of the three pieces. We have tried not to use the chair and loveseat so that they remain in “good as new” condition and don’t show the usage shading.
My proposed solution is this:
1. I have asked if the Pleasanton store would take the 3-piece set back into their floor inventory and let me re-order the same couch in a different fabric. In all fairness, I have even offered to pay a “re-stocking” fee of 10%-15% of my purchase price. The store will not entertain this proposed resolution.
2. As luck would have it, I’m sure that beige couch sets are the most popular color sold, so I can’t see any reason why La-Z-Boy wouldn’t be willing to process this “exchange” for me—especially since I had such a large, $6,900 order!
To reiterate and summarize: I feel that the Chenille fabric is showing excessive and unjustified usage shading; the areas used most are lighter in color than areas not used as frequently. I would like to exchange the set and re-order this couch set in a different fabric. I can’t imagine why my request would be denied given that: (1) the tags are still on all three pieces; (2) the chair and loveseat are in “like-new” condition; (3) the fabric is a neutral and popular color for re-sale purposes; and (4) I am even willing to pay a re-stocking fee.
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