E-MAIL FROM LANE AND CUSTOMER RESPONSE AFTER REPORTING DEFECTIVE CHAIR TO THEIR CUSTOMER SERVICE (NOTE: Chair is only 14 months old and is being used by a small-framed elderly woman):

E-Mail from Lane to Customer:

It sounds like you need the padding replaced in the arms. Lane can furnish the parts needed to repair at no charge. However, the labor warranty has expired. It is only for one year from date of purchase. I have included a list of service companies in your area that can repair this for you if you would like. They can also take care of ordering parts for you.

E-Mail from Customer to Lane:

As stated before, I am certain the padding is just fine. It is simply no longer on top of the arms due to Lane's faulty design. It is apparent that in an effort to save a buck, Lane used two slats an inch apart rather than one solid board to build the arm, and every time the arms are used by an individual to lift up out of the chair, the padding is pushed down in between the two slats. Of course, that's what the arms are supposed to be used for so Lane should not be surprised by the end result.

Anyway, I went online and discovered Lane is rated the WORST furniture manufacturer in the U.S. and, not surprisingly, their customer service is also rated the WORST in the U.S. due to Lane's refusal to back their product and workmanship. So, having received your response, I, too, have now added my name to the ever growing list of dissatisfied customers. I have also filed a formal complaint with Direct Buy with the request that Lane be removed from their list of approved vendors in the hopes other Direct Buy members will be spared the grief this purchase is causing me.

But what the heck. Send me the padding and I'll use it to beat myselft over the head for ever buying Lane furntiure. Nothing personal. I know its just a minimum wage job to you, and I recognize you're just doing what you've been told to do--namely; smile while you stick it to the customer. But to me its several thousands of dollars down the drain for what will soon be nothing more than a donation to the Salvation Army.

Dissatisfied Customer No. 1, 387, 462