Business ProfileforLa-Z-Boy Furniture Galleries

We bought three items from La-Z-Boy; a couch, a loveseat, and a lift-top coffee table, for a total of $7,715. on July 9, 2022. We agreed to the 6-9 month delivery date and patiently waited for the furniture to be delivered. It came on Dec. 6, 2022, which happened to be an overcast day when the delivery arrived. After the delivery men left, we noticed damage on top of the coffee table where someone poorly attempted to use some sort of furniture marker to cover up a deep scratch. The area was standing out when we turned the lights on. It was quite shocking to see such an obvious, lame attempt to cover up the damage on a brand new expensive coffee table. We could hardly believe it. I went to the living room to admire the new couches there, to offset my disappointment with the coffee table, and I noticed bulges in the base of the couch because the sunlight had come out for a bit. This “Alexandra” model did not have seams in the base on the showroom models nor in any advertisements that I had seen. These couches not only had seams, but they were unsightly because they were bulging. (I did not notice the bulges on the loveseat because the back of it was facing the window until the next day or so when the sun came out fully for a short while). I took photos and called the store immediately the next day and had to leave a message. They did not call back that day so I left messages consistently for the next 4 days until someone finally called me and said that someone would contact me about these manufacturer faults. We did not have time to inspect the furniture more closely due to our hectic schedule, but they did send out a technician to inspect the tabletop and then we noticed that there were a lot more faults with the base of the coffee table. Our house is quite darker in the winter months, but once we started to look at it, the defects began to jump out at us. There were patches of missed stain were it was lighter than the rest of the wood in numerous places as well as a screw pop on one side of the table. It is generally poor workmanship. I will post the photos to save describing all the faults. We paid over $1,300. for it with taxes, and this is what we deserve? After numerous emails with a customer service representative at La-Z-Boy, we were told that the manufacturer, *******, would not replace the unit but only the top and later only the drawer piece of the base for some reason. The major defects are overall on the base as well as the deep scratch on the tabletop. Their website states that they will replace any manufacturer defects for up to one year. This is obviously False Advertising. The distress this whole incident is causing me is indescribable. We weren’t asking for much. We were even willing to live with the unexpected seams in the couches if a professional upholsterer came out to fix it professionally, as I described in my email to Stephanie the Quality Control Supervisor, but she carried on about the type of fabric we chose and completely ignored the fact that the seams were unsightly bulging on the couches and told me that they were fine. No one ever mentioned that there might be seams there. My husband suggested that they give us a discount on the couches to find our own repair person to fix it ourselves, but again she told us basically, ”No”. We know that we overpaid for these couches and coffee table compared to other furniture stores, so we weren’t expecting all these problems with the lack of quality and insincere service. Had I known then what I know now, I would not have bought these. The stress is really getting to me. I exchanged over 20 emails with Stephanie about the manufacturer's faults to no avail, and I was basically gaslighted about the defects despite the numerous photos I was asked to keep sending. If they aren’t willing to replace the coffee table with a decent new table, then they should refund our money in full. If they don’t want to repair the upholstery seams professionally, then give us a fair amount to find a professional upholster to repair it ourselves. Professional upholsterers aren’t cheap either. They may need to remove the entire piece and reset it somehow. We would have preferred no seams, but we gave them alternatives non the less. Please see the photos. My husband estimates it could cost about $1,000. for each sofa and loveseat. (Each couch cost us about $3,040.) It’s unbelievable that they could deliver couches in these conditions and expect people to just accept it. It’s even more unbelievable that they delivered a coffee table in the worst possible condition that you can imagine. This is so bad that they don’t even want to exchange it with their showroom model as I suggested twice. I wonder why? After paying such incredibly inflated prices, you’d think that they would want to please the customers with at least decent furniture. Is that so much to ask for? This has been ongoing for 3 months now. I feel physically and mentally stressed out with this whole unsavory experience. **** ** * ****** ** *** ********* ****** ******************************************************************