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May 15, 2008 6:32 pm US/Pacific
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Call Kurtis: La-Z-Boy Furniture
SACRAMENTO (CBS13) ―
Shari and Ed Keller recently redecorated their home.
"All of our family members want her to come over and decorate" says Ed Keller, Rocklin resident.
They created a tropical motif and spent months looking for a sofa to fit their living room.
Last November, they found it and ordered a custom made sectional at La-Z-Boy in Roseville.
They paid almost $3,500.
It arrived in January.
"We were happy when it was delivered, real pleased" says Shari Keller.
But that excitement died down within a day or two.
Shari pointed out the flaws and says " you can see these lines here, there's almost an inch difference" and "this here, it's like gathered, should be smooth like the other piece" and "this here, it slopes down here."
They called La-Z-Boy, who then sent out a service representative to check out their sofa.
He took photos and in March, installed new backs on some of the pieces but the flaws still weren't fixed.
"The second person that came said yeah, you have got, you're right, this isn't quality, it shouldn't look like this" says Shari.
Getting the entire sectional replaced wasn't possible because La-Z-Boy stopped making that particular model.
And because it's a custom order, there are no returns.
"They would only give in store credit" says Shari.
But Ed and Shari couldn't find anything else they wanted.
"All we're asking is our money back" says Ed.
Shari added "it's like you have no option, it's like they have a rope around you and they have you tied to their store with your money."
That's when they finally called me.
We contacted the local La-Z-Boy store.
The next day, after they worked with their corporate offices, they offered two solutions:
-- A $1,000 credit if the Kellers keep the sofa "as is."
-- Or a full refund and they'll take the couch back.
The Kellers opted for a full refund.
"I succeeded, my time was worth it and I just won't ever purchase any more La-Z-Boy or go into a La-Z-Boy store period" says Shari.
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