Lazy boy , Blossom Hill San Jose, CA Customer service Department: Lezet, Melissa, Maria, Cecilia Showroom floor furniture not what you get when the order is delivered San Jose, California

Last year(2-19-2011) my wife and I went to the La-z-Boy Furniture Galleries   5225 Johnson Dr. Pleasanton, CA 94588 to shop for  furniture for our home.  We were helped with  the Design Consultant( Mrs. Powley). After looking at the showroom floor styles we decided to purchase reclining sofa, loveseat w/conso, and push away corner which would go with the total room concept my wife and I wanted. I will quote from the document I have remember purchased February 19th, 2011 Please allow approx. 8 weeks for custom order.  

The purchase we picked was the same one on the showroom floor that was explained to us in the diagram provided by Lazy boy would require nothing that was not being advertised to be considered custom other than the fabric chosen for the style we purchased. The furniture was delivered in July of 2011, after many phone calls for a status of our furniture we paid for 850.00 up front 2/19/2011. I purchased furniture from lazy boy in 1996 and had that love seat and recliners up until they delivered the new ones in February. I should have had the old love seat reupholstered. I called the lazy boy warranty number due the issue I had with our new love seat and push away corner.   The padding was so substandard that the fabric would show   many pockets because the padding was not expanding the area of the arm rest to the point the framing was felt through the fabric.
 
Lazy boy sent out their technician to fix the furniture by adding more padding. The technician fixed the left side and adjusted the tension of the recliner on the left side of the love seat but, he did not have enough padding to fix the right side and I showed him how the push away corner would not set into the area between the reclining sofa and the love seat as shown to us by the Design Consultant and the showroom floor model displayed at that store location. The technician left I called Lazy boy customer service and that is when the wait began. I was asked to send an email of  and take  picture of the issues with the furniture I did, no one returned my calls, I continued to email and call yet I was told by Lezet ( in customer service). It would take time due to the change of the contracting company who a deal with the issue is new. I waited no calls back or emails. I was asked to send more pictures and told that corp. did not see anything wrong with the furniture.

I again explained To Ms. Lezet my dissatisfaction and as for her supervisor, was given the name of her but never received a call back from her. I called the Corp. Office back east and spoke to a lady there that called who called for me ( 734-241-2435).  After I explained tom her my situation she spoke to Lezet and then turned it back over to her. Nothing changed, finally after many calls and emails I said to Lezet at lazy boy I would have to take possible legal action to remedy my problem. It was only after I said this to her that she considered any of my suggestions. 
 
1. Send technician to fix problem, 2. Take furniture remove from bill and exchange for indv. Recliner.  3. Take all back and return my money. After waiting for almost a year she had them pick it up 7/7/2012 the push away corner and the love seat. Almost weeks have passed and I called just to get an update of our furniture, I spoke to Melissa in Customer service because Lizet was out. Melissa told she would go back into the warehouse and check on my furniture, she came back on the phone told me it was fixed and ready for delivery, wow no call I called yet again. she said it would have to come out Saturday July 21, 2012  between 6pm-9pm. I waited they came about 6:30 pm after calling me and that day and telling me they would be there at 5:30pm.  I went outside watch them bring my furniture off the truck that they had standing  up on one of the arm rest.

They took it off and guess what?   The very same issue with the love seat was still there and still noticeable to the point that the drivers both saw what I was talking about  in addition the push away corner had a cracked leg on it .  I refused to accept them both and told them to take it back. I called and emailed 21st of July2012 Lazy boy again and did not received any calls back. I called lazy boy 22nd, 23rd, and the 23rd spoke to Melissa and told her of the issue of the delivery and she told me that some would call me back no one did. 24th of July today the 25th of July 2012 I spoke to Maria and she told me that she would get back to me today at 4pm or tomorrow