LA-Z-BOY FURNITURE GALLERIES

At the same time I purchased the Larson set...I also purchased an Astor Recl La Z Boy leather chair. This (identically used) chair still looks brand new...as expected with 4-months use. I have conversed with Jean Hunter, Manager of Flagstaff La Z Boy...who sarcastically informed me that he has owned Larson for years...and his still looks brand new. The leather covering on the Larson chair and couch is defective. Hello Sean, Yes, I sent the pictures to customer service. This is a leather defect. If these were scratches...they would have been caused be socked feet...which would make this mighty tender defective leather. The person who sold us this couch and chair put her shoes on the couch foot rest...with no problem. So the leather on the foot rest is as it should be. I am the main one who sits in the chair...as it fits me...I picked it out. I can assure you I did not scratch the leather. I have been very protective of this chair and couch...as I paid a lot for them...and planned to have them for many years. Scratches would not explain the appearing white circles. There obviously is defect. We are an older couple...no parties...nothing going-on that a La Z Boy should not be able to handle with ease!!! ... for the next 15-years. La Z Boy has a 1-year guarantee on their leather products. This guarantee needs to be honored!! I will take further action. I also purchased the 5-year leather protection plan...which tells you that I planned on having this furniture for many years. While we were purchasing these products...we heard time-after-time...how La Z Boy guarantees their products. Gentlemen, I am inquiring to see how this matter is moving forward, and in favor of your customer. Like my wife has stated...we purchased this furniture to have for years to come. We specifically went with La Z Boy because of its years of industry leadership, customer service, style and because of its guarantee. I am patiently awaiting your decision on this matter. Thank you for your time. Good morning, I have reviewed the photos that were submitted and have to agree with Sean that these are scuffs/scratches and not the cause of a defect in the leather. Defects in leather occur when an unhealed hide scar separates/lifts from the leather much like a scab would on our own skin. The sporadic areas and thin lined light areas your pictures present are consistent with wear and tear. In picture # 99 specifically, I can see where something rubbed a cross the leather and left a louvered appearance to the leather. The benefit of leather versus fabric is you can diminish these wear and tear marks as they occur through the life span you expect to have it. With fabric, one snag and it will unravel and create a large hole with continued use. Leather scuffs and through cleaning and conditioning, the scuffs become part of the hide. Like a good pair of leather shoes or boots, they take cleaning and conditioning to look their best. It is my recommendation to first just take a damp white cloth and wipe the entire chair down. You can use mild dish soap if necessary to remove any stubborn soiling. You can purchase leather conditioners at any major dept store in the cleaning aisle. Make sure to test the conditioner in a hidden area before applying to the entire chair. You will see difference in these scuffs after doing this and receive many years of performance by regularly doing this to your leather furniture. Please feel free to email back any further questions. Thank you. Hello Pattie, Please be certain to include your case number CASE 86621 with photos of the following: Photo of entire unit Photo of law label on the unit. Please note the label will include an ALI (ex. 301030654-017-001) or Serial Number (ex. FG882970295619). Samples below. Multiple photos of the concern that prompted the call Photos of area surrounding the concern that prompted the call Comfort Care Representative La-Z-Boy Incorporated August 13, 13: Hello Duane, I need from the final decision makers...in writing/by email...the final decision of case #86621...with the names of the La Z Boy members who viewed the pictures of case #86621. Hello Mrs. Wade, Attached is the letter you requested regarding your furniture. Have a good day. Jessie E. Dear Ms. Wade, We thank you for contacting us concerning the leather on your reclining sofa and chair. Your style 30-528 style sofa and 10-528 rocker recliner, delivered to you on or after August 1, 1992, La-Z-Boy offers a limited lifetime warranty on the parts of the frame, mechanism and springs, against manufacturing defects for as long as the original purchaser owns the product and can supply a dated receipt as proof of purchase. Fabric, leather and standard foam padding have a one year warranty against manufacturing defects from the date of delivery of the furniture to the customer?s home. Labor to repair or replace any defective parts is also covered for one year from the date of delivery of the furniture. In-home inspection fees, in-home service fees and trip charges to and from the dealer to the customer?s home are not covered under our warranty. The photos you submitted were reviewed by our leather specialist. It was determined the photos show in home damage due to scratches in the leather. Scratches are not a manufacturing defect with the leather, but a result of something in the home. We recommend you contact a local leather repair company such as Uniters North America. Uniters can be reached by phone at (800) 241-6384. They have technicians and/or products available to assist you with repairing the scratches on the leather. Thank you again for bringing this matter to our attention. We value your business and look forward to continued opportunities to serve you. Kindest Regards, La-Z-Boy Incorporated Jessie E. Comfort Care Escalation Specialist CM#86621 August 14, 13: Hello Jessie E., To point-out two of the incorrect statements in your letter to us...you have this couch and chair as being 21-years-old...being delivered on or around August 1. Neither are true. Also not true...is your self-serving determination of in-home damage to the leather. The leather is defective. I suggest you read, to-date, all correspondence pertaining to case #86621. I am absolutely sure that you would not like this letter of incorrect statements sent to anyone else...however it will be included in all correspondence sent to Channel 3 News, Channel 5 News, our Attorney General, Angie's List, the BBB and finally, to the lawyer whom we decide will be best at handling this situation. Sincerely, Simon & Pattie Wade August 15, 13: Conclusion: There was never any intent from La Z Boy of honoring their guarantee. We have been passed-off many times, time delayed and La Z Boy has had us running in circles...while requesting pictures after pictures from us. All La Z Boy has to do?to get out of honoring their guarantee?is say that any defect was caused by in-home damage. This report does not include the entirety of emails?due to space. There has also been many phone calls, and so much time spent. La Z Boy recommends us to contact?and pay for?a local leather repair company?to repair our defective 4-month-old guaranteed La Z Boy couch and chair. Do not buy La Z Boy from La Z Boy Furniture Galleries in Flagstaff!!! Do not buy La Z Boy!!!