Business ProfileforLa-Z-Boy Furniture Galleries

** ** *** ***** ******* ** **** **** ** **** *** **** **************. They mislead my 82 year old mother to taking out an extended warranty with respect to the sofas she purchased. The sales representative led us to believe that it is imperative because of the material of the sofa and that there is an unlimited time where you contacted them directly and they will come out and clean it. During the pandemic, I reached out to the third party company and was told that they do not provide such services and that I need to contact a cleaning company and this is when we reached out to customer service and asked them to refund us our money as it defeats the purpose of having. I contacted customer service numerous time and asked for the matter to be escalated to their executive resolutions team. That did not happen as they rerouted my information to the Director of Customer Service who was adamant and abrupt saying he will not be refunding us the money for the service. I went to the financing company, which by the way it was paid off in full except for that service and now I am being sent back and forth because the financing company is saying that they already paid the store and when they contacted the store , they bluntly said they will not refund the money. The GM at the store in my communications with her, she *** **** ************** *** refused to resolve the issue. I asked for the owner of the store and was denied that as well from both the financing company and the store. Reached out to their corporate office in the US and was told it is privately owned and therefore if there is an issue with the store that I deal with them directly. **** *** *** **** ***** * *** *****

That is not what my mom was told as we do not have small kids and we have never had issues with other furniture in terms of stains, spots, or accidental damages. We were told and I will quote for the last time "unlimited cleaning" to fabric and because of the material, we thought it would be a good idea. This is one of the sales tactics at the stores to sell these products as that is what they make most of their sales from. English is not my second language and neither is my mother and therefore my mother was *********** by the sales representative and even added additional items which after I reviewed the invoice had to remove it. I also personally called and spoke to the representative with respect to the protection plan and he confirmed the same to me as well. This matter needs to be addressed with the owner of that store as it is privately owned and their head office in the US is adamant in providing this information to me and said I need to contact the Director who by the way was the one who is adamant in reversing the charge.