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La-Z-Boy - Sales Practices

La-Z-Boy
• Sales Practices
• "Lifetime Guarantee"
• Wrong Model
• Delivery Delays
• Sofa Problems
• Graphite Stains

Towanna of Syracuse NY (9/6/03):
My husband and I went to the La-z-boy store on Rt. 31 to look at a sofa we found on the La-z-boy website. The sofa was the Padova. When we arrived we were greeted by Tony F. We expressed our interest in seeing the Padova sofa. Mr. F informed us that the Padova was recently moved from the store's display. We explained that we were still interested in purchasing the piece. Mr. F showed us the Padova in the catalog and we told hom we knew what it looked like, that's what brought us to the store to see it in person. Mr.F showed us a similar piece, and went through a display of how La-z-boy furniture is made. Mr. F told us we could order the Padova and gave us a card with a phone number to call to order the sofa.

While Mr. F went to the service desk to give us time to look around, my husband and I came across a sofa that was in the front of the store on display that was the same color as the Padova but made different. We were looking at the price which was quite a bit cheaper. When Mr. F returned we expressed our interest in the sofa. Mr. F stated the sofa was named Donovan and had arrived in the store 2 days ago. He explained that it came with another piece which wasn't attached at the time. Mr. F then looked at the price and stated the price was a sale price, which was marked $849. Mr. F then stated the sofa was priced entirely too low and it had to be a mistake, but if we wanted to purchase it they would have to sell it to us for the price on the sales tag. He then stated he'll be back and took the sales tag to his manager.

When Mr. F returned he stated the sofa was priced wrong mistakenly and they would have to change it. We told Mr. F we wanted to purchase the sofa at the price that was displayed. Mr.F stated he had to get the manager to speak with us. Mr. F returned with the manager and stated we wanted to purchasse the sofa at the price that was displayed. The manager stated we couldn't purchase the sofa at that price, because it was marked wrong by mistake. We stated we were told by Mr.F that the sofa was priced wrong, but if we wanted to purchase the sofa they would have to sell it to us at the price it was marked for. Mr. F then stated that was not what he said. Mr. F said, "I said we may have to sell it you at that price".

The manager then stated it doesn't make a difference, I'm not selling it to you for that price. He stated it was marked wrong, he was the one who put the sale tag of $849 on the sofa and it was a mistake. He said if we wanted to purchase the sofa it would be at the price that now was on the sale tag which was $1059.

Don of Boca Raton FL (4/10/03):
I purchased approximately $10,000 worth of living room furniture. I was outright lied to four times throughout my dealings with this company. First I purchased a matching Chair, Couch, and Loveseat. I was told the leather was genuine ostrich by Barbara T. I made it clear to ask if this was real ostrich leather because I purchased a briefcase 10 years ago made of real ostrich and it was more than the couch she told me the supply has increased and the ostrich is much cheaper to purchase now and this is a great deal. So I told her I would buy the chair, couch, and loveseat plus three expensive tables for the living room set if she would throw in the 4 pillows on the couch in the showroom. She agreed and wrote the deal up.

When I was ready to leave I asked for the pillows and she said they were the designers pillows and she would have to tell the designer to replace them in the display. When the couch and chair were delivered the chair was ostrich and the couch an alligator pattern with different shades in color. So I called the store and was told the couch only came in the alligator pattern not ostrich. Lie #1. So I called the La-z-boy in Dallas Texas and the salesman told me the chair and couch and loveseat all come in the ostrich pattern but it is not real ostrich. Oh really? So I went to the store in person and talked to the manager Roly R who was shocked and said he would talk to the district manager. He called me the next day and said he would special order the couch and loveseat in ostrich pattern but it would take 12 weeks. Then he faxed me the bill.

The couch went up from my original price for the real ostrich leather of $2549.99 to $3330.00 -- $780 more. The loveseat went from $2449.99 to $3230.00 -- $780 more than the original invoice and not real ostrich. Plus they charged me $109 for each pillow that was supposed to be in the deal at no charge! That's an additional $439.60.

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