La-Z-Boy Incorporated Complaint - Customer Service Failure
TACOMA, WASHINGTON -- We purchased 2 reclining sofa's on March 14, 2009 from the Tacoma gallery. We were told that since we had to special order the sofa's it would take 6 to 8 weeks for delivery. We were told we could call and check on the status of our order which we did at the 4 week point. The salesman said he was busy, but would check on the status and call us back. The call back never came. At week 7 we decided to give the status check another try. The salesman told us that it would be another 2 to 3 weeks probably due to the fabric we chose. We weren't happy, but at least it was a reason. So far things weren't great, but at least we had an approximate date again. Ten weeks approached so we called again. The salesman said it was to late to check any status due to the holiday weekend (Memorial Day) and he would call us back Tuesday. Tuesday came, but no call by 3 pm. I tried calling the store.
All it does is rings and nobody answers...not even an answering machine. I'm beginning to get a little paranoid due to the economy and this delay and now no answer. I finally get a number off of their web site and call it. Someone actually answered. She was quite helpful and while she could not be certain she matched our order with what was showing at the factory. She found that the store had ordered our sofa's with the regular store order so we were not in the fast lane. She said she would do what she could to speed it up, but since the stores are all independent she couldn't guarantee it. She ended by saying she would call the next day (Wednesday).
No call came by the afternoon on Wednesday so I called her back. My mistake. I didn't get her name. The new lady that answered was very short with me and said that they have no control over any of the orders and that she couldn't check on any of it. I asked who I could complain to and she gave me a name and number of the district manager. I called this number and found I needed a code to continue. I called the new lady back and got another couple of phone numbers. When I called them I was told the manager was not available. I figured I would try the manager the next day. I called and no answer just ringing. I tried calling the store with the same result (this seems to be a pattern). I finally got someone to answer around lunch time Thursday. The lady checked and told me that my order was due to be shipped June 8. It usually takes 10 days so probably around June 18 they should be calling to set up a delivery time. This will put it over 3 months. When I mentioned this she was silent. I said, I guess I don't have a choice and that was the end of the call.
While none of this is terrible, it does show the same lack of customer service that LaZBoy seems to be stuck. They don't seem to care. A little checking on their part and a phone call or two and ... I'll update if I ever get the sofa's.