Complaint / review text:
My parents, James and Lois, purchased a recliner at La-Z-Boy in Hilliard, Ohio on July 24,2010 and took delivery on the chair on August 27,2010. The material creased in the seat and was sent back for repair October 8,2010. This from one person (mom) sitting in it. They paid $643.65 for this chair and since August, they have had it returned twice to fix this. The sent it on January 28,2011. After the original fix, they had the chair two weeks with the same crease in the material. Since July 2011 when paid for, the chair has been out of their house to be worked on four months out of the 10 months the chair has been owned by them. This is totally unacceptable. The Hilliard store held the chair for two weeks to supposedly send it to Cincinnati and when picked up, the loading guy said it was fixed in their shop in Hilliard. Now, I find out the Hilliard store does not do the repairs. The crease is back and my parents are 74 years old. They are tired of fooling with it. I am not!
The fact is the Hilliard store gives them no receipt when dropped off or picked up. The warranty will run out in August 2011. I contacted them again May 31st, and heard no response until they received my complaint from the Attorney General's Office. They are saying this is not a warranty issue and was handled badly, yet they covered the chair, according to them, twice. If this was not a warranty problem, this company does not strike me as doing this out of courtesy, as suggested in their email to me. They say this crease is not due to abuse of the chair but because my mom is short and has to scoot back in the seat. My mom is short. This is why they purchased a small recliner and I watched her sit in the chair. She does not need to scoot back. The warranty will be out in August so they are covering themselves. I am frustrated that you purchase a product and after a month, it looks awful. Any assistance would be greatly appreciated, since we can not get anywhere with this company.
They have a $650 piece of furniture that they are not satisfied with, the lengths you have to go through to even reach a person to speak with is terrible. I have talked to their service person in Cincinnati and the manufacturer would not even call us back but sent an email. This store is a total rip-off. If they will not fix this, cover in a different material, I feel they are entitled to a refund of some sorts.