I recently purchased a chair from the Mission Valley Laz y Boy store. In order for the sales person to make the sale he agreed to my condition of privacy. I would not purchase from this store if they would not agree to my request. He had no problem with agreeing and we proceeded to complete the sale. many months later I found out in the worst way he did not keep his agreement with me. I then attempted to contact the Executive offices of La z Boy Furniture Galleries. I called them at there Santa Ana location. The phone was answered by the receptionist. I requested to speak to any general manager, manager or her supervisor. As I did not wish to discuss my issue with the receptionist. She would not help me without first discussing the problem with her. I relented because she was refusing to allow me to get past her until I answered her questions. After I took the time to to inform her of the problem she again refused to transfer me to anyone. She would not even allow me to leave a voice mail on anyone's recorders. She then refused my request for the name of someone, anyone in a position of management. I then asked her what her first name was, she even refused that. Have you ever been on the phone with someone that the only power they have is to make people miserable over the phone? At this point I was not a very happy camper and decided I better hang up now as I was getting know where except on long hold and no answers.
What I did find out was that when you go into a Lazy Boy store you would be wrong to assume that you are in the manufactures (Lazy Boy Inc) store but a private company that has different ownership in every state. I must assume that Lazy Boy Stores have good and not so good owners in different states. My experience with this owner is he is not one of the good ones.
After I found out about this I contacted the real Lazy Boy Inc. in Monrol, Mi. 734-241-2435. Please don't think they are any better at customer service either. When I contacted them they took the position that they are not the store and are not responsible for anything these store owners do or not do to their customers. Another words don't bother us with your little problems. But I was able to find out who the general manager is at the Santa Ana location. His name is... Mike Rowley. And I was later able to find out the name of the receptionist Kathy.
Now I must assume it is Mr. Rowley's policy that his employees do not have to provide information as basic as their names. I have to assume this as I have as of yet been allowed to speak to him or anyone other then Kathy the receptionist. And you know she is not a fountain of information. Then I began to realize that if he allows his receptionist to treat his customers so rudely after the sale he would have no problems with his sales people saying anything to make the sale and not keeping their agreements... Again this is all assumption because the people below him and I mean below (receptionist) him will prevent his customers from talking to anyone within management.
It is not like I did not attempt through other sources namely the real Lazy Boy Inc and the store I purchased my chair at, to find out contact information to anyone in their corporate or executive office's. The only contact number I was given was to the receptionist Kathy. You can imagine how disheartening that was.
My advise would be their are many other furniture manufactures and stores out their that would appreciate your business and treat you like a human being instead of something that got stuck to the bottom of their shoe.