La-Z-Boy

Regarding a recent encounter with the store manager of the La-Z-Boy store in Phoenix, Oregon. On 2/27/2023, I purchased a leather recliner (sales order #[protected], for a Jasper Model#016709-LB152258 in TF Smoke) for $1,361.99, with an added 5-yr protection plan ($79.99) and delivery ($59.99), for a total of $1,501.97. I paid, in full. I was told delivery wouldn't be until mid-April, but to call for a status update in April.

I called on 4/1/2023 to inquire if there was any update. The gentleman, later determined to be Adam Pfeifer (although he gave me a different first name when asked), who answered sounded annoyed, but politely asked me to hold. When he returned, he said, "OK, it's not going to arrive until late July or August." I balked at the, now 5 month, time frame. He was less than understanding, and became rude and dismissive. I then asked to cancel the order as I needed the recliner for health reasons. His response was, "I guess you should have read your contract. This is a special order and can't be cancelled."

At his extremely arrogant and rude response, I asked to speak to the manager. "I'm the manager, so I enforce our policies." I asked to then speak to HIS boss. "Sure, no problem. I'll give you my dad's number. He'll just back me up." He then said I needed to talk to my original sales person if I had a complaint. "That's her job." When I disagreed, and said, "No. If you're the manager, it's YOUR job to handle customer complaints." He literally laughed, loudly, and said, "Nope, it'snot. It's her job." There was much more to this conversation, and some was me expressing my anger at his cavalier attitude, and rude comments, but I've already bored you, I'm sure.

I was never told the color, which was displayed on a different floor model, was "special order", or as you call it, "uniquely [yours]". I was never informed that this meant it couldn't be returned or refunded. I was never offered the opportunity to read the back of the contract prior to purchase. I called the Bend, Oregon store, and they confirmed they are telling people 4-5 months for delivery. So why was I told 6 weeks? Had I been told 5-6 months, I would not have purchased. Perhaps that's WHY I wasn't told?

I also can't understand why, if delivery isn't happening until July or August (so it's not manufactured yet), the order can't be cancelled and refunded.

Not only is your Phoenix manager unbelievably rude, I believe he operates in a completely unethical manner. My salesperson even called me back that afternoon, and whispered, "Hi, this is Linda. I overheard your conversation with my manager, and if you want to take this further, his name is actually Adam".

I have purchased 3 prior La-Z-Boy recliners (in California) before, and never had such a horrendous encounter. I would like a better resolution to my problem.