Debra JC

Review of La-Z-Boy Chicago

Purchased a leather recliner on 8/31 at Lazy Boy E...

Purchased a leather recliner on 8/31 at Lazy Boy Elston Ave Chicago. When chair delivered, husband signed delivery form. I noticed a few defects and within a few min of delivery men leaving, I contacted customer service to have them take the chair back. The exact words were they could not be reached and therefore they would send a tech out to inspect chair. The chair was not to my satisfaction, not tailored correctly. Leather was bunching on the arms and a seem was not properly stitched. An appointment was made for a tech to come out and inspect chair. He ordered another arm. On 11/16 repairman came out to repair chair, arm was in poor quality, he took pictures and left, he even said it was a waste of time. I called customer service informed them of the situation immediately and was to receive a call from Lazy boy by Wednesday, 11/20 after they reviewed the repairman's notes and photos. No call returned. Today on 11/26, I spoke with a Roxanne Supervisor, I told her of my dissatisfaction in product and the lack of response to resolve my complaint. My previous mentioned request, because I did not want my time wasted anymore was to refund my money, replace my chair with the same, or discount me for the product because it was not worth $1103.24. Having to schedule 3 dates to correct the issue delivery/tech/repair (3 different dates), I did not believe I should have to take anymore steps and feel I have not been properly assisted today. The chair was not 100% quality for the amount I paid and I expected customer satisfaction. Roxanne did not care that I was dissatisfied and claimed that I could not get a refund, that I could only get a store credit if I wanted to purchase a different style chair. I told her then I wanted the same chair reordered but what recourse would I have if I was dissatisfied if the same issues existed. When I informed her that I am perturbed of the entire situation and do not feel it is right to waste my time anymore, she showed no concern. She left me so angry with her inability to work with me, that I hung up the phone. At time of purchase, my husband and I were never informed as to how leather varies with seems, nor informed that once the delivery form is signed that it will start a warranty process and not a refund. I am very surprised that the chair was not inspected for quality before it was set for delivery. I have photos of the chair in the showroom which shows a leather recliner with no seems, leather not bunching and it is of better quality than my purchase. I have contacted my credit card company who will now help me dispute my purchase with Lazy Boy. As well, I plan to report them to the Better Business Bureau. I expected customer satisfaction and received no resolution. This experience has me doubting Lazy Boy Furniture as a reputable company.