Woman met with frustration trying to return defective furniture

CUMBERLAND, R.I. (WPRI) — A Cumberland woman claims the furniture she ordered from La-Z-Boy was delivered defective, but despite following the company’s return process to a T, no one came to pick it up.

Call 12 for Action often hears stories from customers who placed an order, didn’t like the quality of the products and followed the return process, only to find out it might not be as easy as the fine print said it would.

Maureen Burke bought a room full of furniture from La-Z-Boy and was disappointed with the condition it came in. The fabric was coming off in places, one of the chairs didn’t sit flat and she had trouble pushing it back into a reclined position.

The furniture was delivered back in April, and Burke knew the moment it was brought into her home that she didn’t like what she saw, and she made sure the company knew it. She immediately contacted customer service and La-Z-Boy sent out two different upholsters, who both agreed the furniture had defects.

Six months later, after making countless calls to explain the problems, nearly $5,000 worth of furniture still sits covered in her family room.

Call 12 for Action contacted La-Z-Boy, who told us there was a communication issue.

“Ensuring our customers are happy with their purchase is of the utmost importance to us. At this time Ms. Burke’s purchase has been refunded,” the company said in a statement.

La-Z-Boy is coming to take the furniture back Thursday morning.

Bottom line: If you’re getting furniture delivered, be sure to check the condition while it’s still on the truck. If it’s not to your satisfaction, don’t accept the delivery. Also, be sure to know the company’s refund policy, especially if you ordered custom furniture.

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