I am enclosing a letter I sent to Mr. Darrow, the CEO of Lazy Boy. I received no response. The letter will explain my experience, disappointment, and frustration with this transaction. I still have not received my coffee table. This is the third! The first two were damaged as was the sofa.
212 Kenmont Drive
Holly Springs, NC 27540
October 24, 2019
Kurt L. Darrow, President and CEO
1 La-Z-Boy Drive
Monroe, MI 48162
Dear Mr. Darrow,
I was a loyal La-Z-Boy customer for many years because I valued the outstanding quality of the furniture and excellent service. Sadly, and regrettably, times have changed, and I have had the ongoing and worst experience with this company since July 6, 2020, when I bought a sofa, loveseat, and lift top coffee table from your Cary, NC, store. The items were finally delivered on August 24th, and after the long wait, the sofa was delivered stained, and the coffee table, when opened, sounded like Dracula emerging from a crypt. The table was returned, and a technician eventually came to work on the sofa. First, he tried water, then used a large lint remover to no avail. Next came 409 which didn't work either. After several phone calls it was decided I would receive a new sofa which required more waiting, more phone calls, and another delivery. Mistakes happen, so I waited once again, and waited…and waited…which brings me to October. I assumed, by then, everything should have been delivered. So I called the service number and learned, to my chagrin, the order for the table was never placed. It seems the invoice stated the table was still at my house. I asked them to please get this resolved. I called to follow up, and again received the same message…the table was still at my house. It took several attempts to get this resolved. The table and sofa finally arrived on October 19th. The delivery person opened the table, and I was delighted it closed smoothly. The sofa appeared to be fine as well. He left, I opened the table to clean it, and there it was…a crack in the support block. I also saw a mark in the finish that resembled spilled nail polish remover. I immediately called service and asked them to have the delivery people return, because the driver, in conversation, mentioned they had another stop about ten minutes from my home. Service called them and said they would be back to remove the table. After waiting two hours and missing my grandson's football game, I called service again. The person I spoke to said the driver was not able to return. Did anyone have the decency to apprise me of this? So went another day and more time and phone calls. However, the best is yet to come. I called service to ensure table number three was ordered. I went through the entire story yet again. I spoke to a man named Kevin and asked if I needed to take pictures. I did, but the pictures were too large. I sent others. I called the next day and spoke to a woman named Jennifer. I once again retold the story and explained the first pictures were not good, and no one emailed about the second set. She decided they would have to send someone to my home to take them. Another day? More time, more hours on the phone??? I was angry, and justifiably so. Yes, I raised my voice because she kept making the conversation more inflammatory with her inane proposal. However, there were no expletives directed at her. Instead of handing the phone to someone more knowledgeable and skilled with customer relations (which I suggested) she yelled and hung up on me. I called Emily, a Tier 2 representative, the next day. Once again, I explained prior events and then recounted Jennifer's inappropriate behavior and how this compounded my aggravation and frustration. She listened respectfully and said she would work on the order, as did Lonnie, from the Cary store, whom I also spoke to. Emily told me if table three has problems, I can put in a refund request. Does that appease me? How could it when I have spent countless hours and energy on something which should have been a pleasurable experience? To come out of it with nothing is not the answer I want, but I also do not want more stress. Therefore, I will end this where I began: La-Z-Boy is not the company it was. The left hand does not know what the right is doing. There is no quality control and the price of the furniture does not equate with the quality. Hanging up on a patron is unacceptable under any circumstance, and more training is definitely required. I am exhausted and disgusted from this process, and I will postpone further action awaiting your response. Going to social media is certainly not my first choice, but at this point, my feeling is: Consumer Beware!
Thank you for taking the time to read and assess my concerns.
Susan Dym, as was the sofa. Thank you. Susan Dym