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I finally found a model that was extremely comfortable. I decided to get heat and massage added.
Fabric was chosen and I paid in full (first mistake because I had no leverage when things went wrong). Eight full weeks later my chair arrived and I took it home. I could not believe it! When sitting in the chair, the front tipped down so far that it actually rested on the ground. I felt as though I was going to fall off. In order to get the chair to a normal sitting position I had to actually push back with my feet, but once I picked up my feet-down/forward I would go. It was ridiculous. I will say that when fully reclined, with the footstool up it was comfortable. However, there are times I sit and don’t want to lie down. Not in this chair. Not without a seat belt.
I called Linda and after a few more calls, I took the chair in for someone to look at. Whomever looked at it determined that the rockers were put on incorrectly, so they removed them and drilled new holes (yes, in my brand new chair), and supposedly fixed the issue by putting the rockers in a new position. I was also told then ( mind you, never before this) that the issue may have something to do with the massage option. It seems that it may take up room in the back portion of the chair so that there isn’t the same room to sit deep into the chair. WHAT?? No one mentioned that before-like when I was raving at the comfort and mentioning that I would like to add massage and heat. Nope, no mention. Linda did mention that it would cost extra. Yeah, something that benefits Saxony House.
So I brought the chair home and it was a bit better. I wasn’t quickly propelled forward, but it still rocked to a forward position. Didn’t slam to the floor in front of the chair, but still sitting in an upright-slightly forward position. Not comfortable or relaxing at all. Again, full recline is fine.
Many more calls and stops at Saxony House and each time I was told to contact the Lazboy company. Well, that company is very difficult to get to. Emails and calls are impossible. So, I kept talking to Linda who finally mentioned she would talk to the Lazboy sales rep. Really? After two months, now you mention that? Well, that call never happened- of course it didn’t. By now I’m over the top frustrated. I have a very expensive chair, tags still on, that no one will sit on and a local company that will help the customer none. NONE. After a couple more weeks, I talk to Linda and her boss, Randy, tells me to be more aggressive and keep calling and emailing the Lazboy company. That wasn’t working, so I stopped in again (I’ll mention here that I now am in the market for a sofa and loveseat or another chair). Linda seemed sorry that I’m having this issue and left for a while to talk to someone- I really think she was trying to avoid me-but did come back with another phone number for Lazboy. She said she didn’t know who I would reach, if anyone, but it was one more to try. She also said she was disappointed in the rep.
After a week’s worth of attempts, I did reach someone at Lazboy, with the latest number, and get ready for it.....they don’t deal with customers directly. That’s the job of the retailer/furniture store. I have to go through them!!
I mentioned this to Linda and told her that it’s time they step up and help (you know, after 4 months). I also mentioned that someone, either they or Lazboy are culpable. Neither told me that my chair would feel nothing like the model. False advertising. I suggested a return for credit. I’d replace it and get a sofa and loveseat, too. She said she’d check. In two days I had an answer. A return with store credit for a portion of what I paid. A portion!!! It is still brand new with tags!! Because, Randy determined that there is nothing wrong with the chair. I’m not even sure he looked at the chair. It’s been wrong since day one and I paid in full. I will never shop there and suggest you don’t either.