We purchased a dining room table and chair set from Lazyboy in November of 2006. It cost about 6000.00 on sale and was supposed to be of superior quality. Almost from day one we had problems with the table and chairs. One of the chairs had a flaw in the covering, that they grudgingly fixed, the next time another chair had a piece of decorative wood on the bottom (not in footrest area) below the seat fall off. They would not replace the chair, only glued it back on. Well, it is back off again. They refuse to replace the chair, they will only glue it again.
The seat of two chairs have come loose, they only fixed one. They fixed it so good that the screw they used to attach the seat is now through the material and poke upward, so no one can sit on it.
My biggest problem is the table. During the purchase selection I asked for the hardest wood and finish they had. The sales person showed us a grouping we liked. Before we purchased it I noticed some scratches. When I drew the salespersons attention to that he said this is only because this is a display piece and gets treated very rough. When I voiced concerns about usage at home, after all this was for family get together s, more than 12 people, there would be heavier wear and tear than usual, he commented that this would be no problem as long as I protect it with a cover and not slide dishes on top. He assured me that it would withstand heavy wear and tear. He also urged us to take out the extended warranty just in case, because this way we would be protected for 5 years for ANY scratches and dents.
Well, that was a load of bunk. Apparently in the warranty it states that you need to report any problem within 2 week or the ENTIRE warranty is off. He assured us that was just a formality, but apparently it is not. I reported problems with the table almost immediately, I had scratches and gouges right away and it totally floored me. I had covered the darn thing up with protectors and table cloths as well as place mats and charger plates and it would still show damage after eating. In my mind that is an impossibility. Would certainly show bad workmanship and extremely cheap wood in my option, in order for it to damage so quickly. I continued to try to protect it as good as I could, but it continued to happen. I did report the damage right away, because I was upset, the worker came and tried to fix some thing, only to tell me that the whole thing needs to be refinished, so he would have to take the part of the table that was damaged and repair it in the shop. Would take about 2 - 3 months for him to get to it and he did not know how long it would take to fix it. I did not want to be without a table for so long so I told him I would let him know when to do it, hopefully he could get me in sooner. He told me he would get in touch. Then our family had to go on an emergency basis to Germany, and I needed to stay there for 5 months. When I came back I am thinking I am still on a waiting list to get this done. After quite some time I contacted lazyboy again, only to be told that the repairman no longer worked for them and that he reported all claims had been satisfied. So, now all these new damages would not be honored. Anything else would need to be fixed first - not by them, by a certified restorer - before they would honor the warranty again! Whey did I buy a warranty? Was this not supposed to protect me from this. During our telephone conversations with the service department they hung up on us, yelled at us, got very abusive and insulting, then told us that it's too bad we feel upset about the damage but they don't really care whether we are unhappy. We had the warranty and should have read it, they will not do anything at all to help out. They also do not care if I tell other people, because they do not think it makes a difference, people will still come and buy their stuff.
I know from now on I will look at all the reports about a company before I purchase ANYTHING! I thought they were a good company with a great customer service record, but they are not. They refuse to honor the damage they send their first repairman out to fix (and he did not do), and they most certainly will not honor anything now. I might as well have burned the money for the extended warranty! Take heed - they smile but they are just happy to take your money!
Kiki
Calgary, Alberta
Canada
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