La-Z-Boy Corte Madera — Local services in Corte Madera

Chair under warranty - 9 WEEKS LATER, STILL NOT FIXED

My grandmother paid $2300 for a chair with a 3 year warranty. She had lightly used it until a few months ago, when she fell and was unable to get into bed. She was referred to hospice and it was thought she only have a few weeks to live. Happily, she has surprised us all. Then her chair broke 9 weeks ago (week 1) and it is still not fixed.

The service department took 2 weeks to inspect (week 3), and then tried to charge us for labor even though the warranty is still active. Then they didn't order the parts until we called back a week later (week 4) to complain we hadn't received them.

The parts took a week to arrive (week 5), and when they did it turned out they didn't order the one part we needed. The linear actuator is more expensive than the other parts, so they didn't order it even though it was broken. Needless to say, once the new parts were in (week 7), the chair still wasn't working. So I went to the store in person (week 8) to complain and return the warranty parts (they threatened us with a bill if they weren't returned).

At the store they said they had never heard of returning warranty parts, and didn't know what to do with them. Further, they didn't know how to order the part I needed and said they would email their parts supplier. They said they would resolve the parts issue, send a linear actuator, and contact me when they did.

Never got their call, so a week later (week 9) I called their parts supplier... who said they never received and order, email, etc. And no part was on the way. They too could not order the part using a part number, and spent the first 20 minutes of the phone call telling me off for not returning the parts to the store (which I explained as gently as possible) and accusing me of not being my grandmother (if I bought it from her, the warranty is void).

The parts have now, supposedly, been ordered. I think I'll call them in a few days to be sure. Assuming the part would be delivered next week (week 10), I told them I would install it myself instead of waiting two more weeks for a service appointment (week 12). They cautioned me that this would void the warranty, to which I felt compelled to reply that this chair was likely to be my grandmother's deathbed, and considering the current state of the chair 9 weeks after requesting to have it fixed or replaced under warranty, I was not overly concerned...

This has been, without a doubt, the most disgraceful customer service experience I have ever had. If you are considering buying furniture here, especially if you have a deadline, turn around and go somewhere else.

Here’s a summary of our nightmare with the Corte Madera La-Z-Boy:

THE SITUATION: We ordered a Wynne Power Rocking recliner on June 28th for my pregnant wife, who is due to give birth any day now. This was a necessary item for nursing our baby. We were GUARANTEED delivery by late August.

THE REALITY: It's late August. After WE had to call them over 5 times for an update, we were finally told the chair is delayed until the END OF SEPTEMBER because the fabric is out of stock. A 3-month wait.

ZERO COMMUNICATION: Not a single employee, from the sales reps to the manager, ever called us to inform us of this massive delay. We had to chase them down repeatedly just to find out what was going on with our $1,700+ order.

INVISIBLE MANAGEMENT: We have been trying for weeks to speak with the store manager. She has never once returned a call. The staff just make excuses that she's perpetually "busy." It's a complete failure of leadership and accountability.

We put down a $900 deposit in good faith and have been treated with utter contempt. We are now left scrambling days before our baby arrives without a critical piece of furniture we were counting on. The lack of empathy or urgency from the entire staff is shocking. This store took our money and has shown us nothing but disrespect. Save yourself the immense stress and frustration and take your business to a company that...

What a surprise! I had come recently and wasn’t thrilled with my experience. I put off buying furniture as long as I could but I gave them another shot and I sure am glad I did. The store looked great, there were so many piece I liked that I was happy to have help from Jill. She answered all of my questions and boy were there a lot (thank you for your patience). But I am thrilled to say I love my new furniture and might even redo my dining room next! As long as Jill is there I’ll be coming back and referring people to her and this...