P K.

Dear La-Z-Boy,

Back in July when I went to you home gallery shop here in Hoover, AL. I went there because your company is a name synonymous with quality furniture and customer service. To be around as long as you have those two things have had to have some consistency over the years, right?. It's proudly displayed on the walls in pictures behind the register. So I purchased two recliners, my sales person, Scott, told me if I didn't special order the fabric or get the leather ones I should have my chairs delivered to my home in September (about 8 weeks). So I ordered what was on the showroom floor and paid my 50% down and left excited.

Well 8 weeks came and went. So I contacted the 800 # provided had to leave a message because no one was available to speak to me. The person who called me back left a message that said it would be October or November before I would receive my shipment, no apology for the delay, just the facts and hung up. So I contacted the Hoover store, spoke to a salesman who treated me as if I had ordered them a week ago and was being impossible, so I asked to speak to my salesperson. He wasn't available so I left a message. No call back. Fast forward to this past week. I called the Hoover store again, another annoyed salesperson who spoke rudely to me and said they had one chair in the warehouse and "guess they could schedule delivery in 2 weeks, on the 16th" also stated the other chair would arrive on the 9th and they would call me later to set up that delivery. When I asked about the time, again, rudely was told they would call with a 2 hour time frame the night before.

Now, I'm not sure why I would need 2 delivery dates when both chairs will be in the warehouse on delivery day, but I refuse to call back and be spoken to like a child again.

After 50+ years, I would think you would be the leader in customer service, that you would set the bar for others. Imagine what just a simple apology for the inconvenience, the misinformation, no communication, etc., would have done. Is this no longer taught in your stores? As customers are we just lucky to purchase from you? Is the quality of your product going to be as disappointing as the people I've dealt with?

Do better La-Z-Boy. Teach your team that while the name may suggest it's okay to be Lazy, that's for the customer to do...while enjoying the furniture and not the customer service.