LA-Z-BOY FURNITURE GALLERIES

"The member did in fact purchase a leather reclining loveseat from our store on June 21, 2008 for $1699.95 plus tax and delivery for a total of $1854.89 which was delivered on July 17, 2008. The loveseat is on an enclosed porch that the member allows his large breed dogs to enter and exit liberally. The warranty is a Limited Lifetime Warranty on parts (frames and bases, springs, and recliner mechanisms; simply, anything made of metal or wood); One year on cover (leather or fabric) and foam; and includes one year of free labor. This warranty has been in place since August, 1992 and is included in an easy to read folder attached to every piece of furniture manufactured by La-Z-Boy, Inc. This warranty further states, "You are responsible for in-home inspection fees, transportation of product to and from your dealer and to and from the La-Z-Boy factory. (most repairs do not require return to the factory)." The warranty states expressly, " WARRANTIES ARE VOIDED BY EVIDENCE OF EXCESSIVE SOILING, IMPROPER CLEANING OR TREATMENT, ABUSE, OR ABNORMAL USE." In March, 2010 (20 months after delivery), the member contacted us about warranty service on the loveseat. In compliance with the guidelines in the warranty, an in home inspection and pickup fee was assessed. The loveseat had obviously been abused. The leather looked like it was 50 years old. It was covered with dog hair and urine. Much of the mechanism had rusted because of continued dog urine. The loveseat smelled highly of urine and had to be vaccuumed of dog hair before it could be worked on. I understand that pictures may not be published, however, I have enclosed pictures taken at that time for reference. These may be forwarded to the member. After inspection by two La-Z-Boy factory reps, we were instructed NOT to service it or if we did service it to levy a high service charge. We did not. We serviced it anyway with our regular hourly rate of $39.99/hour. This year, in June, the member again contacted us for service on this same piece. Our new service manager, again had it picked up and serviced it (without conferring with me or the rep). Had I been advised, I would have refused to allow the technician to work on this filthy, abused piece of furniture. It is a shame that someone would spend that amount of money on a quality piece of furniture, and permit his animals to abuse and destroy it. Again the loveseat was repaired with reasonable and customary labor charges and pick up charge. However, in the future, there will be no further service on this particular piece of furniture. As far as La-Z-Boy Furniture Galleries are concerned, the warrany is voided. After warnings from the La-Z-Boy factory rep, we will not expose our service technicians to the possible health hazards from working on furniture in this condition. It is unfortunate that the member cannot see how he has allowed this formerly beautiful piece of furniture to be abused by the dogs I'm sure he loves; and take responsibility for the deterioration and misuse of the loveseat. With proper care and use, this leather loveseat should have lasted four times longer than any fabric unit, according to the standards in the Furniture Industry. Realistically, there should be many, many years of pleasure from such a quality piece of furniture."