I read a Help Squad column about someone who made a purchase at La-Z-Boy Furniture. They were not happy with the quality of a chair they purchased. I thought I was reading my own experience through the eyes of someone else. I bought two chairs ($859 each) and a sofa ($899) from La-Z-Boy that were delivered in August 2011. By October of 2011 the fabric on one of the chair arms had come loose. I called the store and was rudely told I had to call Customer Care. I asked, "So if I want my money back would that be possible?" I was told if problems arise once the product leaves the store, all correspondence must be with Customer Care. I called Customer Care and was told because I'd had the furniture for 60 days, they could not prove whether the damage came from me or the manufacturer. I said, "You can't just sell someone a damaged product then blame the customer without coming out and inspecting it." After 30 minutes she finally agreed to send someone out. The guy who came said staples had come loose so he re-stapled the fabric.
The same problem was occurring with the other chair so he stapled that fabric as well.I was so upset about the purchase I wanted my money refunded. I called Customer Care again in October requesting a refund and was told that would never happen; La-Z-Boy is not like other merchants because their furniture is custom-made, so there is no way to re-sell the furniture. I asked why La-Z-Boy didn't tell me that up front because if I had known the policy I would have gone to another store. By April of 2012 I noticed the cushions were beginning to give out on all three pieces. I called Customer Care again and was told, "It has been eight months since you purchased that furniture. You can't sit on it all this time and expect a refund." I stated the quality was not up to par from the time I received it and said I had started calling right away, which should have been noted in the phone log. The Customer Care representative said she would send me new cushions for the sofa even though she was not supposed to.
I know it has been three years, but custom-built furniture is not supposed to look like I have had it for years.Upon receiving Jacqueline's email, we turned to Amy Hellebuyck, La-Z-Boy's Manager of Brand Marketing & Public Relations. Amy had helped us with our previous La-Z-Boy complaint. She was on vacation when we contacted her, but promised to do some digging and get back to us the following week. Upon Amy's return to the office, Jacqueline received two calls from La-Z-Boy's Comfort Care team. The first was to gather information on what had transpired from August 2011 to the present; the second was to offer Jacqueline a solution. Following these calls, Amy reported, "I believe we finally have resolution. As you know, La-Z-Boy is committed to customer satisfaction. While [Jacqueline's complaint] is inconsistent with the information we have on record, and it's been several years since we've had any correspondence with her, our Comfort Care team reached out to try and resolve. Through the discussion, we were able to offer her a $500 refund on her product that she accepted."
When Help Squad contacted Jacqueline to confirm, she stated, "[Comfort Care] called me back today and offered me $500 to settle. I knew they would not refund me all my money – which I would not have asked for – but because of the quality of the furniture, I wished they would have taken it back or at least examined and repaired it instead of refusing to do anything. With that said, I will accept what they are offering and not shop there again. Thank you again for your help."Are you the victim of fraudulent business practices? Is someone exhibiting bad business behavior? Let Help Squad make the call for you. and we will be happy to help you.Cathy Cunningham is a freelance columnist or Pioneer Press.Which chair, as Goldilocks so aptly put it, is just right? Rocker recliners — think traditional La-Z-Boy — rock when upright and lower fully, usually by means of a hand lever. They start at about $350, but expect to pay $600 and up for a well-built model. A trendier option these days for the space- or style-conscious are push-back models, which recline when you lean back.
They can cost as little as $250, but, on the downside, tend not to last as long as those with levers, since the mechanism gets more of a workout. Also new: wall-saver recliners, which require only about six inches of space between chair and wall, compared to a foot or more needed for heftier traditional versions (though the price is about the same).There are specialty chairs, such as massage and electric recliners. The former can be quite expensive (from $800 to $5,000), and the latter are designed for people with mobility issues. Regardless of what type you choose, check that there's no more than a five-inch gap between the seat and the open leg rest; otherwise, children or pets can get caught and injured. Same goes for the lever — make sure tiny hands (or your own fingers) can't get stuck inside or pinched.Recliners are like shoes — looks are important, but comfort is key. When you're shopping, have family members who'll spend the most time in the chair sit in it for five minutes or more.
Ask yourself: Do my feet touch the floor when the back is upright? Does the headrest support my head and neck? Inspect the seat and back for bumpy parts. And look for foam with a density rating of 1.9 or higher (most furniture cushions range from 0.9 to 2.5), which will ensure that it keeps its shape longer. Test the chair's footrest several times to make sure it's easy to maneuver. Listen for squeaks, which may indicate loose parts or improper alignment.Chairs upholstered in leather are the most durable — and the most expensive, about $1,000 and up. Choose a thick, top-grain leather. If you prefer a suede-like feel, go for a synthetic microfiber instead — it resists moisture and wrinkling and costs from $500 to $1,000. (Don't forget to ask how many times a sample of the fabric has been machine-tested for durability — you want one that's been rubbed at least 10,000 times.) Beware of vinyl chairs. Sure, the new, improved material looks and feels similar to leather for less money ($300 to $700).
But vinyl is less pliable and can crack. Wool is a top fabric choice because it's long-wearing and naturally stain-resistant. Plan on spending about $1,200 and up.Repair experts say it's usually the nonmoving parts that break on a recliner. So scope the underside of the chair (or, if that's not possible, ask to view photos, videos, or sample "cutaways" from the manufacturer). You want to see heavy-duty screws, not dinky ones or, worse, plastic fasteners. Don't be fooled by a gimmicky description like "all-wood construction," which may be code for low-quality pressboard — too soft to withstand the back-and-forth motion of a recliner. Get the salesperson to clarify, and actually look at the bones: Hardwood, like birch or poplar, is superior, but be prepared to spend about $1,000 or more. A decent second choice is plywood, starting at a low $300. Finally, with any recliner, check the manufacturer's guarantee and opt for one that spans at least three years.Ready to shop for the perfect recliner?