Business ProfileforLa-Z-Boy Furniture Galleries - Middletown

My husband and I have been getting the run around on an issue with the chaise part of an approximately $6K leather sectional we purchased and waited about 7 months for delivery. Finally once delivered, we noticed the stitching around the chaise was unsightly and not constructed correctly. We called ************* and waited quite a while for an appointment. Finally, the technician who evaluated the problem decided that a new leather cover needed to be ordered. We waited quite a while for that cover to come in. Once the cover came and the technician made the installment, we noticed that the stitching was just as worse as the original leather cover. The decision by the company was to replace the chaise entirely. After a long wait once again, the chaise arrived and the stitching was much better. However, once we sat on the chaise, we noticed that the cushion was not firm as the original chaise and after sitting, it leaves a sunk in appearance. The cushion is now fault and not sturdy as the original. After sitting, it leaves a large sunk-in "Butt" print in the leather.Once again, called ************* and the same technician as before came out, took pictures and we did not hear back from anyone. After several weeks of not hearing back, we followed up with ************* and was told that the reason we didn't hear back was because the technician reported that the chaise is within manufacturers standard. To not contact us with follow up was very unprofessional. This latest decision is not acceptable and if they cannot solve the problem with the chaise to our satisfaction, they need to take back the entire sectional and refund our money. This is far from being resolved!

Dear BBB,Thank you for bringing this customers concerns to our attention.The ******** warranty protects a piece of furniture against manufacturing and materials defects. All cover materials stretch when in use; this is a feature of the materials, allowing for the cushions and springs to deform and compress to properly support the person using the furniture. Leather, being a natural material, can take longer to spring back from compression and the experience the customer is noting is not a defect with the leather. The technician indicated the chaise is up to manufacturing specifications and all concerns had been resolved. If the customer is experiencing additional concerns, we would request they contact us at their soonest convenience.Kindest Regards,******** *************************************** Representative Case# ******

This complaint is far from being closed. The Leather is not the issue, the culprit is the CUSHION.The cushion was fine when the chaise was first delivered. The original problem was the faulty, unsightly stitching.The leather cover was replaced and yet the stitching was worse. The tech realized and reported that the entire chaise should be replaced. In the meantime, the cushion in the original chaise, even with the replacement cover was fine and sturdy, the leather did not shift when sat on. Obviously, the cushion in the replacement chaise is the problem, it cannot compare to the original cushion when sat on. The tech should know that the cushion is the issue. The cushion is causing the leather to sink in and droop. When I sat on the model in the store when we made the selection, what **** my attention was the sturdiness of the chaise when sat on. I need that same sturdiness that originally existed for the amount of money paid for the entire sectional.