La-Z-Boy Incorporated - Customer Service Complaint - Disgraceful Customer Service
MIDDLETOWN, NEW YORK -- I special ordered a sofa, 2 recliners, chair and ottoman on April 13, 2009 from La-Z-Boy Galleries in Middletown, NY. As of today August 29, 2009 I have not received my furniture. That is 2 days shy of 20 weeks. I was given an initial estimated delivery of 10-12 weeks. I have had to initiate EVERY phone call to find out the status of my order. When I first ordered I was told it would take about 10 weeks because they were backlogged due to the high number of orders even though the economy was bad. When I called at the 8 week mark I was told it would now be 12 weeks because the economy was so bad they had to lay off 800 workers from the factory. At the 12 week mark a phone call was made again and this time I was told they needed to purchase more material and it would be several more weeks. At the end of July I called and spoke to the manager. When I asked how I, as a customer, was going to be compensated for this delay he began talking very fast, talking over me, not listening and trying to get me off the phone as quickly as possible. The best he said he could offer me was a $200 gift card towards another purchase in the store. I refused the offer as my total purchase was $4,500. $200 is less than 5% and nothing in their store is less than $200. On Aug 3, 2009 I called and spoke with another sales representative who said my sales representative no longer worked there but said my furniture is expected to be delivered the first week in September. I expressed my frustration and was ready to cancel my order. His statement - "You can't". On August 4, 2009 I called and left a message for the owner to call me back. On August 5, 2009 I got a call back from a "Customer Representative" who wanted to know more about my complaint and how he may be able to mediate. I told him my situation and asked that he get back to me within 24 hours which he assured me he would. Of course, he did not. I have not heard anything from La-Z-Boy of Middletown. La-Z-Boy's complete lack of respect towards their customers is astounding. My frustration could have been diminished and my confidence in this company increased if only they had called to "keep me in the loop" and displayed some type of adequate gesture for the delay on their part. I gave them a $1500 deposit in good faith. Right now, I feel robbed because I have nothing to show for it but aggravation. I have filed a complaint with the Better Business Bureau in NY and currently writing a letter to Consumer Affairs.