We bought a leather sofa and loveseat set from the Pleasanton, CA store in December. It was a Christmas gift to the family. We paid $4000 and looked forward to our first new furniture in a long time. It was delivered a week later and we immediately noticed that the quality with respect to cushion filling was not the same as the floor model we had based our decision on.

We contacted the store. They referred us to customer service. Customer service asked us to send photos. We did. They sent a "technician" to our home who proceeded to cut open the back of the sofa cushion in order to stuff more poly filling in. Then he crudely sewed it up and mentioned that it would probably be flat again in 6 months.

I contacted customer service immediately to inform them that this was not acceptable and to request action or a refund.

Customer service ignored us for 2 weeks. I sent messages to their corporate customer service address and to the CEO. Apparently the CEO forwarded a copy of my email to customer service and I was contacted to inform me that they had reviewed the case and were now considering the matter closed. The local customer service called and requested more pictures.

The store manager has not returned any of several phone calls throughout the whole ordeal. And now local customer service has gone back into hiding also.

We have filed a dispute with our credit card company. I have filed a complaint with the Better Business Bureau. And I have also contacted a local TV station's consumer assistance office.

I am totally blown away that a company with such a brand name reputation -- admittedly perceived on my part -- would operate with such total and blatant disregard for its customers after they've got your money.

Shortly after filing our complaints with LazBoy, we went back to the store to confirm our suspicions about the difference in quality and discovered the floor model was gone. This apparently is how the company operates its bait, switch, and hide scheme. Apparently it's the company's M.O. from top to bottom -- CEO to store sales personnel.

I will post any updates, good or bad, for others to learn what works and what doesn't. I really wish I had done a little homework before buying... but then, I really never would've thought it possible to encounter such issues with a name brand company.

Caveat emptor, as they say...