Bought 2 identical La-Z-Boy power rocker recliners and a power recliner loveseat. Delivered in July and noticed wrinkles on one rocker within 24 hours. Contacted service in August & was told La-Z-Boy said it was normal wear so no warranty. I emailed again because I couldn't believe how bad it looked after so little time. Owner, RJ Dundas, replied that the service person would not be responding any more and that there was nothing to be done. I sent pictures of the rockers. Next day he responded that the rep in Calgary said we had a claim. Service rep at Furniture World emailed she'd received permission to order a new base. Our base was picked up in October and returned in November looking worse. I called the store and told the salesman the story. RJ called and screamed most of the time accusing me of being a conspiracy theorist because they would all, La-Z-Boy, their rep in Calgary, Furniture World, RJ, and his service rep, were against me. He said the salesman was afraid the "crazy lady" would call again. The chair repair was fine because the new "chaise" met all La-Z-Boy satisfaction requirements. I finally yelled loud enough that I needed to get a word in to respond and he needed to hear me. I offered to call salesman,Gary, to apologize if I was out of line and RJ said he would. At the end of the call, RJ said that they would send the new picture to La-Z-Boy for further warranty review. I reviewed my email with pictures of the 2 chairs I'd sent and realized I had mislabeled the chairs - one we're satisfied with, the one prior to repair and the one returned to us. I emailed to apologize for my error:
I realize that you were fully aware of my error in labeling the pictures and that you will not honour your offer to give me a full refund, as you stated in the horrific phone call last week. Throughout this ordeal I did not descend into the name calming you did. I hope you're proud of yourself for doing your utmost to demean and bully a senior. Perhaps this, too, could be used in your training.
RJ Dundas' email response:
Why are people like yourself always so hyperbolic? Firstly, the 'horrific' call ended quite nicely once we got past your conspiracy issues. And secondly, I've never name-called you. I told you you're probably not used to a rational person who will deal with your behavior, and if my recollection isn't enough several people heard our conversation and all confirmed I never name-called you. Moreover, your actions/words /emails are well-documented by us, what you think about how you behave is of no consequence. Last thing I will say is a customer like yourself will no longer be known as a 'Karen' in our store, they will forever be known as a Denise. I think it has a better ring to it.
R.J. Dundas
Furniture World Regina Ltd.
1601 - 4th Ave
Regina SK S4R 8P9
Email: rjd@furnitureworldregina.com
Ph: 306 517-5234 read more