LA-Z-BOY FURNITURE GALLERIES

2 years ago I bought my husband?s recliner from LA Z BOY and Saturday September 17, 2011 we went to purchase one for me. I was excited! We arrived and within moments were greeted by a sales representative. We were shown all the recliners and the representative was very personable and helpful. We selected the recliner, and agreed to have the store spray the furniture with the fabric protection. While the fabric protection was being applied we went to lunch. We returned to the store and drove around back to the warehouse entrance. We were greeted by a gentleman and a lady who were helpful in wrapping the chair and helping us load the base into our trunk and the back into our back seat. We left and were happy...UNTIL...we arrived home. The chair was transported without incident. We unloaded the chair and brought it into our living room this is when we discovered the left side of the chair had a huge manufacturing defect. We did not see the defect in the store because we did not thoroughly inspect it from all sides. The fabric on the left side had obviously been stretched on the bias during manufacturing stapling and was very puckered. We were upset and immediately called the store. I asked for my sales representative and she said she would have the warehouse prepare another lower portion of a different chair fabric protected and that we could bring back the original and they would replace it. We asked if they would simply deliver us another and were told no. The reason being it was picked up by us and must be returned by us. My husband and I said we would be right back...which would have been another 30 minute trip. We were not able to get the chair back into the car and once again we called the representative. We asked if they would please bring us another in their truck and were told NO. We then asked to speak to the manager. The Manager lady came to the phone and again emphasized that LA Z BOY would not be responsible for bringing a replacement. My husband was upset and so was I. My husband took the phone and sternly talked to the manager...she placed him on hold abruptly...we hung up. I called back my representative and I told her we would arrange with a neighbor to bring back the entire chair for a refund. She advised that we could do so. I then read in our paperwork that we would be responsible for payment of the fabric protection which would be and amount of $59.97 plus tax, This meant our purchase price of $820.74 would only result in a refund of $755.97. At this point I was in tears. my husband and I decided to keep the defective chair and NEVER to shop La Z Boy again. This is a real disappointment as we had picked out a sofa while there that we planned to get for Christmas. We will instead take our business elsewhere. PLEASE IF YOU BUY SOMETHING...INSPECT ...INSPECT? INSPECT? BEFORE you take possession of the merchandise. This La Z Boy store did not have good customer service.I should mention that the following day the manager called our home then left a message on my cell phone that she would like us to call to resolve the issue so that I would be happy. Unfortunately, it was too late. The proper customer approach should have been handled by the manager in the initial call, this manager failed completely. La Z Boy Huntsville has lost my future business and my confidence in the La Z Boy name. UPDATE: Finally they decided to replace our defective chair. They delivered an replacement on October 1, 2011...upon inspection the mechanism that lifts the foot rest was defective and would not hold up the feet...this chair had to go back and they left us with the original bad chair.....On Friday October 7th, 2011 we received a phone call stating they would arrive between 1:00pm and 3:00pm to deliver the chair...they arrived on time and this time the chair was in good condition with no apparent manufacturing problems. We kept the chair and are now happy