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La-Z-Boy / furniture

1 West Liberty, OH, United States
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I have dealt with a lot of different businesses over my 45 years. I also have worked in customer service for years. I have looked for over a year and finally found the coffee, end and sofa tables I have been looking for. Doug our sales man was absolutely GREAT! A big help in our sales experience. He kept us up to date on the delivery and process. He was very helpful and has great customer service. Then finally delivery day. The delivery men called and said they were 1/2 hour out brought in our sofa table, it was perfect, then the coffee table it had several nicks on it in different places as well as a 2 inch crack on one of the legs. Then they brought in the tv table it was completely different color looked like cherry. We ordered it from a catalog so we were under the understanding that it was same color. It wasn't even close so before they even set it in place I told them to take it back. Wasn't going to have to keep
it taking up room in my living room w something completely wrong. I asked what to do about coffee table. The delivery guys told me to keep it until they could deliver another coffee table and they took numerous pictures of the damage. I thought this was your company protocol. So the next day, Thursday I received a message from a lady said she was with delivery and what exactly did I receive in the delivery? I said the sofa table and I still have the damaged coffee table. I sent the entertainment unit back. She told me I should of sent it all back!!! I said I was following the direction of YOUR delivery drivers to keep coffee table until they could bring us one not damaged. Which I thought was excellent customer service. So later that day I received a message from Kaylin calling from Lazyboy to set a time for a service person to come out and "look" at our damaged "brand new" coffee table. I don't get off work until after your service department goes home so I left a message that I wanted a new table and credited for the tv stand. No need in wasting my time sending a repairman out to repair a damaged "brand new" piece of furniture!!! Send me new and credit my account. All day no word back so I called again at 4:30 Friday and talked to Jamie very RUDE not
Listening to me at all talking over me the entire time so finally I yelled at her to get me a new table and money back also to speak to her manager. Then a bigger rude condescending female named Danielle came on the line with an attitude and she did listen to my side and my wishes however informed me that I accepted the damaged furniture so it was mine to deal with and I said I
Didn't accept it she stated "where is the table, in your living room right, therefore you DID accept it". I told her I didn't accept it I
wrote on the delivery invoice (which I took a picture of) that I sent tv stand back wrong color and all the damage to the coffee table. Which the delivery drivers took pictures of. I followed what the drivers instructed me to do. She said she had to send a service person out to repair my "brand new" coffee table. I told her many times that wasn't acceptable. Finally I hung up on her rude, terrible, customer service self. Then she left a condescending voicemail. Finally I called the store I purchased the tables from spoke with my sales/manager and he without a blink of an eye he ordered a new coffee table and credited my account. I will never be back in a Lazyboy Furniture Gallery again, due to this extremely incredibly terrible customer service I received from everyone other than my original sales/manager Doug and originally thought delivery men had good customer service, but I guess they were outright lying to me. You should all learn something from Doug. Customer service first!!!

Jb
Dec 29, 2017

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