The initial transaction took place on 6/23/2016. I had received a sales brochure in the mail. As a prior customer with a Lazy Boy card I sometimes get these mailings. On the cover of the brochure was a small glass table. In the past I had a table similar to it. With that particular table both tops would pivot 90 degrees affectively doubling the available surface.
When I got to the store I initially wanted to walk through and see if I could find the table. That table was not one that they had in stock. I showed the brochure to Michele, the sales person I would deal with. She looked at the photo and determined that this particular table was a product from one of their partners. They would have to order it. She said that this table would pivot to. At that moment I didnt intend to make the purchase. It was enough to know that it was available and I could order if and when I wanted it. But Michele is a sales person and without much difficulty on her part I changed my mind and ordered the table.
On June 29th the table was delivered to me and it came with issues. Most important at the time was that the two curved chrome arm supports of the glass tops had very noticeable grind marks on them. I pointed this out to the delivery person. I thought of not accepting delivery right then and now regret my decision not to decline it. The driver assured me that Lazy Boy would do whatever they needed to do to make it right.
Later I was placing the table where I wanted it and kind of checking it out. I noticed that only one of the tops would pivot about 45 degrees. That was disappointing. The next thing I noticed was that the separation between the two glass tops was only 1.75, not enough clearance to get my hand between the two.
I returned to the store the next day and spoke with both Michele and the manager. I explained the most important issue which was the grinding marks. I would have to call Comfort Care and explain the issue to them. I did that and they sent out a technician. He agreed that it couldnt be repaired. They intended to send me some different arms for the table. Apparently thats part of the small print. At this point I wanted to return the table. I honestly would not have purchased the table if I had been able to physically see it.
I sent out an email to Lazy Boy detailing the situation and explaining that I wanted to just return the table. That email went unanswered for several days. I sent another. Finally I did get a call from Aaron Grace. He said he would see what he could do. When I spoke with him next he told me that Lazy Boy agreed to allow me to reselect. There was nothing in the store that I wanted or else I wouldnt have had Michele order this table. By now I certainly dont want to order something I couldnt see. Lazy Boy was firm. They would not refund my money.
August 5th I returned to the store. I thought I would get an ottoman to match my couch. They no longer carry an ottoman with the same leather. I could order an ottoman and they could put custom leather on it that might more closely match my existing leather for about another $200. I decided against that. I next looked at a table. Michele said that there might be a difference in the price and if so I would get a refund. I told her that I doubted that very seriously. I could see that money seems to go just one way with Lazy Boy. She said thats just not true. Sure enough, next day, she said that there was a difference of $58. Fine, youll just pay me that? No. Its a store credit. Seriously? I reminded her of the conversation we had the previous day. Unbelievable. There was nothing I wanted for $58. Not a pillow or a vase.
Lastly Lazy Boy has a delivery fee. No surprise, most places do. The fee is $59.99. Michele ask me if she could just charge my AE card $60.00 instead of $59.99. Really? I was speechless. Think about it. If she had to plug in the same number of digits why change them? That wasnt even worth the conversation. That should have been a clue as to how things would be going. Im going to share my opinion with everyone that will listen