
SHIRLEY of Fort Walton Beach, FL on Nov. 14, 2009
My husband and I have really good experience with Lazy boy with our purchases, except this time, and by far this is the worse we have been treated as a customer. We placed an order on 3 pcs of furniture totalling around 3900.00 dollars. We dealt with Helen, she gladly told us that it usually takes up to 8 weeks to have our furniture delivered but sometimes it may only take 4 weeks. she told us she will give us updates on the progress. That was Aug 29th.
On Oct 24th, a day shy of 8 weeks, I have not heard anything from them, and since it has been 8 weeks, i figures i should give them a call to see if they are going to deliver my stuff the following day. I was greeted by a receptionist and she said that Helen will call me right back if i hang up. I waited for about 5 hrs, no calls. I called again right before they closed at 6pm, this time the receptionist got Helen to come on the phone. Helen told me that the furniture are not ready. There is a problem with the production of the materials we picked out and she will make an inquiry about it first thing Monday morning and she will call me right away. She promised to call us for any progress, no calls, no updates for progress, now the furniture is not ready.
Monday came, Oct 26th, past 8 weeks as promised. Got a call voicemail from helen at 555pm. Furniture are not ready, she put a "speed" on the production and it should be ready soon. Another week passed the delivery time and no furniture. I called for update and nothing. I got even hang up twice.
November 2 - I got a call from helen that the furniture arrived. I asked for the stuff to be delivered the following day and she replied "MRS. R., MY TRUCK ONLY GOES IN THAT AREA ON FRIDAYS. NOW, I CANNOT, JUST CANNOT DELIVER YOUR FURNITURE TO YOU TOMORROW OR ANY OTHER DAY BUT FRIDAY BECAUSE I USUALLY GET A FULL LOAD OF THE TRUCK SO THEY CAN DELIVER ALL THE FURNITURE IN THE SAME AREA AT ONCE."
I asked Helen if she can make an exeption this time since they are late in finishing our furniture. Helen now with stern tone of voice, "MRS R., DIDN'T YOU HEAR ME? I CANNOT, I JUST CANNOT DELIVER YOUR FURNITURE TOMORROW OR WEDNESDAY, THERE'S JUST NO WAY, THERE'S JUST NO WAY!" I was very upset at that time, since we have been waiting for a long time for the furniture (all this time we didn't have anything in our living room since we donated all our Lazy Boy furniture to our son who went away for college).
The following day, I contacted Helen again and asked if she can in any way get my furniture delivered sooner than Friday since we were going out of town. helen repeated her demeanor from the day before and she repeated her same answers of "I CANNOT, DID YOU JUST HEAR, I CANNOT JUST DO THAT FOR YOU MRS R." She also told us that we can pick up the furniture but we have to give her a heads up so she can have someone come over to get the furniture ready.
Monday, Nov 9th - now ten weeks from placing order - I called Helen if she has any avail delivery people to deliver my stuff. again NO.
Wednesday, Nov 11t - Veterans day - my husband served and retired from the military and is a veteran of many wars, we decided to call U-haul and reserve one so we can drive one hour to go pick up our furniture in Pensacola. I called Helen that we were on our way. She said "I'll make sure that they're here to help you."
We got there, saw 3 boxes on the platform area, boxes broken. No one there waiting for us. She asked for us to come inside and sign the papers first before they can load the items on the trailer. My husband went in and got the paper signed. He came back out, opened the trailer and waited for the lazy boy workers to place items in the trailer. One skinny man came out. My husband asked to see the furniture first before placing them in the trailer. Sure enough, we found wood exposed areas, stitches not done right, threads hanging out on arms area of sofa. the worker did offer to fix the areas that were wrong, so we waited while he stapled and fixed the areas of problems on the platform.
My husband had to lift all the heavy stuff and place them in the trailer.
What an experience, we were supposed to be the customer, yet we looked like the workers. No customer service from any of the Lazy Boy staff at all, ZERO. Helen did credit us 84.00 dollars for the delivery, but the point is that they were supposed to have the stuff ready and delivered by 8 weeks and that did not happen. No apologies, no compassion. We got treated like dirt instead and we just could not cancel our order because they will keep our 900.00 dollars deposit if we did.
We as a customer had no escape from the poorest of the poor customer service we received from Lazy boy. What a disappointment and lots of frustrations we have gotten from them. This kind of practice is unacceptable. My husband has stated that he will never purchase anything from Lazy Boy ever again. EVER. Emotional, Physical (our backs hurt from sitting on the floor for 10 weeks), monetary since we had to spend our own time and money to pick up the furniture, and if we cancel we would have defaulted our 900.00 deposit.