Hello,
I am writing to provide an update — and to express serious concern — regarding the $4,000 piece of furniture we received.
The repair technician confirmed that the item arrived broken, and that the drawer requires new guides. This defect was present upon delivery; there is no possible way it could have been caused by normal use, especially considering that a person under 150 pounds was using it.
When I called the 214 number provided, I was told that in order to receive a complete replacement, I would have needed to report the issue by day 3, not day 13. By that logic, using this furniture would have cost us over $361 per day — which is completely unreasonable, and no customer would ever consider that acceptable.
To make matters worse, I was told that replacement parts have already been ordered and will be shipped directly to my home — even though I did not give permission for that.
On top of all this, the salesperson who happily assisted us before the sale has not replied to any emails since the purchase.
There are many other furniture stores available to customers in our area — Ashley, Star, Haverty, Furniture Row — and experiences like this make it very clear why people choose to shop elsewhere.
I would appreciate a prompt resolution to this issue, including clarification on why the defective condition was not handled appropriately and why parts were ordered without my authorization. Surely someone besides the order person's supervisor can handle this issue.
Desired outcome: Replacement not repair or take your stuff back and give me a refund.
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2/3 (Tuesday)
I contacted Yolanda and asked her to speak with her supervisor regarding my issue. She informed me her supervisor would tell me the same thing. I requested a return call from her supervisor, Valarie. Yolanda stated Valarie would call me back within 24–48 hours.
2/9/26
No message or return call from the supervisor.
2/11/26
I received a voicemail from Yolanda’s supervisor, Valarie. I returned the call within one hour. The call went to Yolanda’s voicemail, so I left a message.
2/12/26
I spoke with Brenda in the corporate office. She stated that La Z Boy furniture carries a one year warranty. I explained that I would prefer a replacement piece of furniture since the item was broken upon delivery. She said they would prefer to repair it. I questioned why a brand new $4,700 piece of furniture that arrived damaged should be repaired instead of replaced. Brenda stated someone from the local store would reach out to me.
2/13/26 (10 days after the initial request)
I finally received a call from Valarie. She began the call by stating, “I see your parts have arrived—when would you like to schedule the repair?” I reiterated that I was seeking a replacement or refund. She responded, “That’s not going to happen.”
The call lasted only 58 seconds. I took a screenshot documenting the call.
Valarie did not return the call as requested by her employee, Yolanda, nor did she attempt to explain any policy or procedures—only that my request “was not going to happen.”
2/18/26
I am still waiting for the local representative that Brenda stated would be contacting me.
The idea that the expectation of calling within 3 days or you are screwed applies to paying customers when staff and employees can call weeks later or maybe not at all.