La-Z-Boy Furniture Galleries

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Opinions

• Brian Miller

  Sep, 24 2018
  ★ ☆ ☆ ☆ ☆
  Where has the notion of customer service gone? Bought an $800.00 chair, declined the delivery option, picked up the chair myself. Then discovered the chair had a defect, a popping I could feel n hear when I rocked back. I'm of average height/weight. So I had to lug the chair back to the store for them to service. 2+ weeks later, the chair is fixed, supposedly. We shall see. Note, I had to call to get a status - this went way beyond the 5-7 day estimate. I asked for it to be delivered as compensation for my time n effort of hauling the chair back to them to have it serviced, this seems very fair to me. But no! - evidently when you decline the initial delivery, that pertains to any subsequent issues that may arise. Way to stand by your products and hedge your bets La-z-boy! We were inconvenienced by receiving a faulty chair, but what did the manager do to make things right? - nada. Just whined like a feckless pawn to the "corporate policy". Decent customer service dictates that the delivery fee be waived in this scenario. We held up our end of the bargain, they did not. Their "all in" or "all out" delivery policy is hogwash. If I decline delivery and the product is fine, then everything is fine. The customer's choice to decline delivery should NOT apply to subsequent transactions due to a faulty product. And there's no option when signing to choose "no initial delivery, but if the product is faulty, then yes, I want delivery" - so it's a form of entrapment, IMHO. In debating this with the manager, he got rather defensive and raised his voice quite a bit. What is wrong with people? I'm a customer, I paid (overpaid, to be honest), and was pleasant throughout the whole process until now. We've been inconvenienced, and they make us feel like we're being unreasonable, what a shame. Bye bye any future business from us. So lame, the era of customer service has left the building folks.
  
  Also, when I called the store for a status on 12/31, the salesperson could only muster "Oh well, the warehouse/service dept is closed today, there's no way to get an update today." Uhm, ok ... I get that, but at least offer to take my name/number and follow up with me when they are open!! I had to suggest even that much to the smug salesperson. This is basic customer service 101.
  
  Recommended shopping elsewhere folks.

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