LA-Z-BOY FURNITURE GALLERIES

For the first time in our 17 year marriage, we purchased an entire room of furniture: area rug with pad, sectional sofa w/ end recliners (which had to be made so we were told it'd take 8-10 weeks), entertainment center, moveable ottoman and 2 end tables. We went in and found the style we liked in early June. About a week later, we had their in home design consultant come to the house and do measurements/help with color selection etc. We were called back around mid June to see what she proposed. She had picked a color we didn't like and a pattern for the pillows and ottoman that wasn't us, so we spent 2 hours in the store finding the perfect color. Once we did, we placed the order and put half down (the total was in the high 4 figures). Then: we waited. We were told that it'd be mid August when our furniture would be ready, but sometimes it could be done as quick as 6 weeks, which was the end of July. The end of July came and went. I finally called and was told the sofa wasn't done yet and we'd be called when they would have a delivery time. A few days later, there was a message saying "it'd be ready in mid August" so we wrote down Aug. 15 on the calendar. I hadn't heard anything by then so on the 14th I called and was told that the middle sectional piece wasn't done yet and we'd be called. At the end of August I still hadn't heard so I called customer service (it is VERY hard to get the phone number directly to the Saugus store itself so I was always calling the main customer service center). I was told that everything was ready and on a truck, but they didn't have a time. This time, I finally got ahold of the Saugus store and talked to a man there. He looked it up and said that it was on a truck out of the warehouse (which was either in GA or MI, he didn't know) and once it reached Delaware, we'd be called. Now, it's after Labor Day and I was wondering why it would take 7 days to get to DE so I called the CS Dept again. This time, I got a woman who spent time and did research. She said that she saw that our recliner pieces weren't finished, but all the other pieces were there. She said that it shouldn't take long. Two days later, I received a call from the Saugus store saying we could schedule our delivery. They were booked a week in advance, so we picked a Saturday for delivery (the 8th I believe). Upon delivery, the end tables legs were shattered and there was a hole in the $800 carpet. The delivery men said it wasn't a hole and it would flatten out, it took my husband poking his hand through it to show them it was, indeed, a hole. They left the carpet pad and took everything back. They told us we'd have to call the Saugus store, which we did on Monday. The salesman saw what was going on, I complained that it took 3 months to get our furniture and the we always had to call to get updates and he apologized. Said he'd put a rush on the in store items like the carpet and see if the legs could be replaced on the side tables. I didn't want new legs, I wanted new TABLES all over. It still took about 10 days for the furniture to arrive--even though everything was IN STOCK. This time, it was in new condition but the deliver men tried to tell me the carpet pad was too big b/c it stuck out an inch. I made them move the sofa again and line up the carpet, which they did. Twice. It finally lined up. All this to say, I will never buy anything that isn't in stock from them again. The CS end was horrible. The sales people in the store will do anything to give you what you want and make the sale, but once it is out of their hands they forget about you. I look at the furniture: it looks good, the sofa is very comfortable but the end table already has a scratch on it so the wood seems soft. I don't feel that the money we paid was worth it, unless the sofa lasts through 3 older kids, a dog and cat and still looks great 10 years from now.