Complaint / review text:
On July 30,2009, I ordered a special order sectional and ottoman. I was told that the delivery would take 6-8 weeks. After 10 weeks, I called and spoke to the saleslady who had sold me the furniture. She reminded me that with special order items, the delivery time may be longer. However, she offered to call the factory and find out when the furniture would be finished and delivered. She called me back within a day and said the furniture would be delivered the following week.
The following Thursday, she called and asked if I would like "most' of my furniture delivered. Apparently, the sectional was ready but the ottoman was not yet available for delivery. The sectional was delivered the next day, but no time frame was given for the delivery of the ottoman. After 2 more weeks, I called and spoke with another sales rep as my sales rep was off that day. He told me that he was new and was unfamiliar with the computer, so he would have to leave a message for the original salesperson.
At that point, I asked for the manager. After all, if it was only his inexperience that was preventing me from having an answer, surely the manager would be able to work the computer. The manager did not seem happy to be called to speak to me, a customer. After once again explaining the situation in detail, he told me that he didn't have any idea where the ottoman was, but he was sure it would be here soon. I told him that I found it hard to believe that he could conduct business on such a large scale when he had no way of communicating with the factory, warehouse, etc.
In addition, I filled him in on the fact that my original saleslady had somehow been able to call the factory and get information about the delivery of the sectional. At this point, he developed an exasperated tone and told me that he guessed he could call the factory, but of course he didn't know when he would be able to get back to me. I strongly urged him to get back to me as soon as possible. I have a strange feeling I won't be hearing back from him soon. If you are in the Huntsville area, please think twice before buying from La-Z-Boy. It seems that they are privately franchised, so I have no one to appeal to now that I have spoken to the surly manager. I spent well over $3,000 on the ottoman and sectional because I wanted a certain style and a certain fabric. Now, I wish I had just gone to another store and bought something less "custom."