La-Z-Boy Incorporated Complaint - Save Your Sanity! - Custom-Ordered Sofa
TUKWILA, WASHINGTON -- During the last week in January, we ordered a sofa, loveseat and recliner for over $3,000. The store did not have the set we wanted in stock, but the salesperson assured us that we would have our furniture within 8 weeks. As he put it - "99.9% of our standard orders arrive within that timeframe."
Around week 9, I called to find out the status of our order. The person who answered my call responded (in a very put-upon tone) "Why are you even calling? It's only a week late!" I was a little stunned, and explained I wanted to know when we could expect our furniture, so I could have an idea of how long to extend our furniture rental in the meantime. His reply? "We don't give out that kind of information to customers!"
I assumed that this person was probably an anomaly, but after speaking with several people at the store - each ruder than the last - I decided I might be better off calling the manufacturer.
I called the manufacturer's "customer service helpline" and made my inquiry. The person who answered the phone sighed loudly and said "Why don't you just call the store instead?" When I explained that I had already tried that she sighed even more loudly and said "Well, our tracking system is SUCH a pain to use." After much prodding she finally told me "I can't tell exactly when it will be ready, because I'm not even sure it's in production yet. It could be several more months"
I called the store to see if we could cancel the order and they just laughed and said "Sorry - we don't allow customers to cancel an order. It'll be ready when it's ready. You'll get it eventually"
Since then, they've been stiffarming us - putting us on hold and never coming back, offering to return our calls later and then failing to do so, etc. We're 12 weeks in, no closer to having our furniture, no closer to knowing if/when we might EVER have our furniture, and $3,000 poorer.
If you want to keep your sanity up and your blood pressure down, buy your recliners elsewhere.
Update: Alright, my complaint stands, but I will give credit where it is due. My furniture finally arrived - after more than 12 weeks. Note to La-Z-Boy: Over a month late with no communication and no explanation is NOT okay. However, the delivery people arrived exactly at the time we scheduled, and the furniture is extremely comfotable.
I know some other folks here have had issues with the durability of their furniture. So far so good with ours, but it's still quite new. I will add an update about that when we've had it a little longer...